Need some help on what to do

[scott406]

I sent my putter to PXG to get an M-16 Shaft installed 

I get a notice that it is on the way back to me

Imagine my surprise when I open the box and it is not my putter

Call PXG who inform me that they sent my putter to the another person and his putter to me

They send me a packing slip to ship it overnight to the other person

I went ahead and did that, now I am still waiting for my putter to be returned to me from the other person.

 

 

Anyone have any ideas on how to handle this besides bagering PXG?(which I am already doing)

PXG is attempting to contact the other person but this is not moving as fast as I would like

This has been going on since last week

 

 

 

 

 

[Hawkeye77]

Patience is all. At some point they may owe you a new putter and I’ll bet they’ll make it good. If it’s the same person then I assume you can confirm it was received.  If it has been a week since it was received I’d probably be suggesting enough is enough if they can’t provide written confirmation from that person as to when you will receive it (which should be ASAP). 

[Wooley12]

I'd suggest a polite follow up call every 4 days asking "Can you help me, what's up?" would be the best policy IME. 

[caeye0710]

4 hours ago, scott406 said:

I sent my putter to PXG to get an M-16 Shaft installed 

I get a notice that it is on the way back to me

Imagine my surprise when I open the box and it is not my putter

Call PXG who inform me that they sent my putter to the another person and his putter to me

They send me a packing slip to ship it overnight to the other person

I went ahead and did that, now I am still waiting for my putter to be returned to me from the other person.

 

 

Anyone have any ideas on how to handle this besides bagering PXG?(which I am already doing)

PXG is attempting to contact the other person but this is not moving as fast as I would like

This has been going on since last week

 

 

 

 

 

I agree with the other responses. Polite, yet persistent follow up will do justice. PXG will make it right even if the guy doesn't follow up on his end of the bargain.

[scott406]

I would like to thank everyone for the advice

 

In my conversation with PXG today, they have made contact with the person who received my putter and I have been informed that it will be overnighted today and I should have it tomorrow

It apparently went to a golf repair shop and no one there knew what to do with it.

 

Thanks again

 

 

[Hawkeye77]

Good luck!!

[LBB]

Glad everything worked out.  I can see why PXG asked to have the two parties ship to each other to save on time and shipping cost, but it's a risk they took.  Other end could have just accepted the putter you sent directly to them and ghosted PXG on their request to send your putter to you.  Not to say a golf shop or individual would likely do that, but it's not like PXG would have a ton of viable recourse options given the shipping error was theirs.  

 

Hopefully they sent you the tracking number.

[scott406]

I did not get a tracking number

PXG said they would notify me if it was sent

I did not get notified yet.

I am hopeful it comes today

 

At one point the customer service rep from PXG wanted to give me the phone number to the golf shop and talk to them.  I told him I am not talking to them, you screwed this up you need to fix it.

Plus noting positive would happen if I got on the phone with them

I have all of their information off of the Web and Linkedin, I could call them if I wanted to but I am trying to handle this in the correct way.

I want my putter back, I don't want this to get ugly.

 

And I want my putter back before the 3 day weekend

 

 

 

[Abh159]

1 hour ago, scott406 said:

At one point the customer service rep from PXG wanted to give me the phone number to the golf shop and talk to them.  I told him I am not talking to them, you screwed this up you need to fix it.

 

It's outrageous for them to even suggest this. Not to sound like a full on "Karen", but I'd be on the phone right now with PXG demanding to talk to someone in customer service management. Being polite is always a good way to start, but at this point they are just taking advantage of you because you are letting them.

 

Mistakes happen and I don't fault them for that. Nor do I blame the CS rep because they are almost always underpaid and underappreciated employees who are required to just read off a script. However, at the very least they should have sent you a replacement putter. Expecting the customer to fix a mistake made by the company is ludicrous to me...

[scott406]

I just got a notification that my putter has arrived at my house

I have not yet had a chance to get home and verify that it is actually my putter

 

Thanks to everyone for the help with this ordeal

The suggestions have been very helpful, and also allowing me to vent here.

Very therapeutic

 

 

I am hoping that everything is correct with my putter because the next phone call to PXG will not be pleasant.  

I think I have been patient long enough

 

 

 

 

 

 

[zip7111]

8 minutes ago, scott406 said:

I just got a notification that my putter has arrived at my house

I have not yet had a chance to get home and verify that it is actually my putter

 

Thanks to everyone for the help with this ordeal

The suggestions have been very helpful, and also allowing me to vent here.

Very therapeutic

 

 

I am hoping that everything is correct with my putter because the next phone call to PXG will not be pleasant.  

I think I have been patient long enough

 

 

 

 

 

 

Hopefully the condition is the same as when it was sent out.  Fingers crossed for you!  🤞

[scott406]

I went home at lunch and it is my putter in the box with the correct shaft on it.

 

Of course PXG put the wrong grip on it

Asked for a Pistol 2 got a Pistol 1

This is the new PXG grips which I was curious to try out

 

After a few choice words, they are sending me a Pistol 2 at no charge

I think I voiced my displeasure with this whole experience

I am thinking about calling the guy back and apologizing for my attitude, I mean it's not his fault, he is just the poor sap they have answering phones

 

 

Honestly, I do not think I will ever order anything from PXG again

Which is a shame because I do love my putter and I am looking at purchasing new irons in the coming months and was curious about PXG irons.

But I can't imagine spending that amount of money and having the same experience I just had

 

At this point I am just glad to have my putter back

 

I am truly amazed this place has stayed in business as long as it has

 

 

[third-times-a-charm]

YMMV but I have heard disproportionately more bad stories with PXG build quality and customer experience in regards to these kinds of details (grips, shafts, tipping, swing weight, length, going back for warranty work, etc) than any other company.

Edited May 22, 2024 by third-times-a-charm

[larryd3]

All of my experiences with PXG have been very positive.  Even sent back a set of irons to get different shafts and they treated me really well and did the work faster than expected and at a very fair price.  Mistakes happen, I haven't seen perfection very often unfortunately.    Glad it all worked out for you.  Enjoy the putter!

[scott406]

After calming down from this ordeal, I am trying to look at the positives and PXG did do the work pretty quickly

However, that is the only thing that went right with this.

Also I got the putter out on the course and I am really enjoying it

Even with the wrong grip on it.

I am glad I pulled the trigger on the shaft.

I am hesitant to send anything to PXG at this moment, but time heals all wounds 

 

Again thanks to everyone who replied to this thread

It really helped me through this even though in the big picture of life, it's not that big of a deal.