PING , Customer relations

[Klap]

How would you deal with this?

Hi,

I play with PING clubs since I was 8yrs old. Never a problem till about a year ago.

Bought a new PING Rapture V2 Driver with an Aldila shaft. It made a very small noise at the top of the backswing but the ball flight was normal and it felt good so I accepted it.
Two weeks later the head came off, it broke right at the tip.

Sent it back to PING and within 4 weeks they sent it back with a new shaft.
About 3 weeks after that , at the second hole of a qualifying event (for the Alfred Dunhill Links challange, a european amateur event, which I lost by 2 strokes, made me quite mad at PING..)
I hit this strange drive that only flew 50yrds, seemed the shaft cracked from the hosel up.

Sent it back to PING and within 6 WEEKS they sent it back with a new shaft. (6 weeks is pretty long in the middle of the summer..)
About 2 weeks later I saw cracks in the shaft from the hosel up.

Sent it back to PING, this time I told them it might be something with the hosel since it made the strange sound with all 3 shafts.
Within 2 weeks PING sent it back with a new shaft, unfortunately it took another 2 weeks for the first cracks to appear.

Sent it back to PING for the 4th time and again told them that it might be the hosel.
Within 5 weeks PING sent it back, cracks appearing from the hosel up in a few days now.

Sent it back to PING again... How stubborn can they be!! Got it back in November and only started playing a few days ago since it's still freezing. So in effect the shaft lasted another few days. Same cracks appeared today.

Should I sent it back to PING?



PS:
-Since I had this trouble with my own driver I used the exact same driver with an identical shaft from my coach most of the year, hit many many balls with it, never a problem.
-Owned many drivers, also PING's and even a V1 with an Aldila shaft as well, never a problem.
-Called PING they said they can't sent me a new driver, they have to fix it. Sounds like a great plan to me.... But we tried 5 times!
-Called with PING I may have a discount on a new one.... Sorry? I paid 400US dollars (Yes prices are high in Europe...) for a driver that never worked more than 4 rounds in a row......


What would you do? I may be this mild since I have had PING's for 20 years and am a big fan, although they are losing me and the guys at our club.

Thanks for any advice!

[TCMP]

If it was me, I would have gotten rid of that driver after the 2nd shaft cracked. That's a bad head. Maybe tip insertion isn't good on that head???? PING should replace that head for you, no questions asked.

[bogeyk]

If you haven't contacted anyone in Phoenix at their headquarters, I would try that as you haven't had any luck with PING Europe. I would calmly ask to speak with the head of the repair dept. and explain what you have gone through and what you think would be a fair resolution(If you have the dates of each incident it might be helpful). This is extremely disappointing to hear, as I have never had anything but positive dealings with PING.

[SpinMill75]

2 things =

First off, I would have gotten rid of that head.

Second, your post actually proves to me that PING has awesome customer service.....How many companies would keep doing what they did for you?

[indianwoodpro]

when sending the club back for repair,
IN A WRITTEN LETTER ENCLOSED IN THE RETURN,
Document the problems you have had and ask them TO USE A DE-BURRING BALL on the inside
of the hosel prior to re-Shafting for the 5th time.

Also if you Know an Attorney, Have this written on their legal paper.

[Klap]

@TCMP True, it must be the head as it is the constant factor, but throwing away a 400 dollar club without having really played it... Although I should have thrown it away since it actually gets between your ears. "Will my driver make this round?"

@bogeyk Do you have their number or email? I will be nice to them, I see the humor of sending a new driver back and forth. But the joke is getting old now;)
[quote name='SpinMill75' timestamp='1298073534' post='2990914']
2 things =

First off, I would have gotten rid of that head.

Second, your post actually proves to me that PING has awesome customer service.....How many companies would keep doing what they did for you?
[/quote]

Absolutely right, I have had nothing but good experience with PING over the years. (Love the new s56 irons!) But I just don't understand why they never looked at the hosel or head and take my hint about the sound seriously...

I'll try to contact them in Phoenix, like bogeyk suggested, maybe they are willing to look at the head or sent a proper version.

[bullie76]

[quote name='SpinMill75' timestamp='1298073534' post='2990914']
2 things =

First off, I would have gotten rid of that head.

Second, your post actually proves to me that PING has awesome customer service.....How many companies would keep doing what they did for you?
[/quote]

Got rid of the head at his expense? PING should have replaced head and all.

[bogeyk]

Just go to the PING website and change your location to North America and you should be able to find all of the information you need.

[juanki]

you should conctact ping in the states, i live close to phx (about 8 hr drive), and once i went to have a loft bent in my wedges, and when i went to pickem up, tehy told me taht the finish in the 52 had broken, asked for my adress here in mexico and about 3 weeks later i had a brand new one.

[Pepperturbo]

I am with [b]@TCMP[/b]... gone after the 2nd occurance. That said, I always have matching backups for a number of reasons. If something happens to a shaft or head, I will send it in to corporate for repair or replacement, but then it becomes the backup. I didn't read all the post, but would call Ping Corporate, if you haven't already.

[mr_divots]

Had a TM 580XD that was like that. Just kept breaking shafts. It was re-shafted but the shop made sure the hosel didn't have burrs and was properly reamed. I think the hosel bore was crooked. Went through 4 shafts, and finally they watched me hit it in their hitting bay and I broke it again after 8 swings in front of them. Yeah, twice would have been plenty of effort. 5 times is nuts. They should replace it.

[GatorNate11]

I agree with SpinMill, PING has some great customer service. Back to the topic, I agree with calling Phoenix, tell them what's going on, they should be able to do something about it

[nitram]

Klap,

Remember something else when you call and speak politely to the person on the other end of the phone.

Everyone works for someone. What I mean is we all have a boss to answer to. And most employees don't want their boss involved unless absolutely necessary. If the person you converse with cannot offer you satisfaction, politely ask for their supervisor. Keep politely asking until you get what you're after or speak directly with John Solheim. PING is truly interested in customer service and it's hard for me to believe someone who is anyone knows your story. Just make sure you have your facts and be ready to tell your story a few times.

Good Luck and please let us know how it turns out.

[Klap]

Thanks for all the input!
Sent the following e-mail to PING's headquarters, I used the web form. Did that twice before at the European website, they never replied so I hope the USA is more responsive;)

And BTW just checked what I paid for it in US dollars: 515! the prices really are different on europe's mainland;)


[i]
[/i]
[i]
[/i]
[i]
[/i]
[i]
[/i]
[i]Dear Sir/Madam,[/i]
[i]
[/i]
[i]Fellow golfers at the golfwrx forum suggested me to sent this e-mail to the US office.[/i]
[i]
[/i]
[i]Last year I bought a Rapture V2 driver with an Aldila shaft. serial nr. 0******D5[/i]
[i]It made a small sound at the top of the backswing, but the ball flight was normal so I didn't worry. Unfortunately the head came off during my third round with the driver, leaving small fragments of the shaft in the hosel. [/i]
[i]
[/i]
[i]On 05/05/2010 my coach took it to PING and PING sent it back with a new shaft in June. The sound at the the top was still there.[/i]
[i]
[/i]
[i]A few weeks after I took it back in play cracks in the shaft appeared from the hosel up. [/i]
[i]
[/i]
[i]On 08/19/2010 I sent it back to PING. [/i]
[i]PING sent it back at 09/15/2010.[/i]
[i]
[/i]
[i]The sound was still there and new, identical, cracks appeared in a few days.[/i]
[i]
[/i]
[i]On 09/30/2010 I sent it back to PING, [/i]
[i]PING sent it back rather fast.[/i]
[i]
[/i]
[i]Same cracks appeared.[/i]
[i]
[/i]
[i]So on 10/27/2010 I sent it back to PING again.[/i]
[i]
[/i]
[i]Didn't play this winter since winters are around freezing over here. Just started again and unfortunately SHAFT Nr.5 is developing cracks again.[/i]
[i]
[/i]
[i]
[/i]
[i]I very much appreciate PING's effort with the shaft replacements. But it never solved the problem and I've never been able to use the driver for more than 4 rounds of golf.[/i]
[i]
[/i]
[i](I've used the identical driver, with an identical shaft of my coach for the biggest part of 2010, because my own driver was at PING for repair most of the season, it had no problems at all. I play golf for 20 years now, always with PING btw, and never had any problems with clubs.)[/i]
[i]
[/i]
[i]I can sent it back to PING but I've lost fate in this head that used 5 shafts and never worked from day one. [/i]
[i]I've also sent a similar e-mail to PING Europe twice but I never received a reply.[/i]
[i]
[/i]
[i]I ask you kindly for a driver without problems, since I can't ask my coach to use his V2 for another season. After all I paid 515US dollars (european mainland prices) for a driver that never worked.[/i]
[i]
[/i]
[i]I kindly await you reply,[/i]
[i]
[/i]

[GatorNate11]

[quote name='Klap' timestamp='1298242309' post='2995727']
Thanks for all the input!
Sent the following e-mail to PING's headquarters, I used the web form. Did that twice before at the European website, they never replied so I hope the USA is more responsive;)

And BTW just checked what I paid for it in US dollars: 515! the prices really are different on europe's mainland;)


[i]
[/i]
[i]
[/i]
[i]
[/i]
[i]
[/i]
[i]Dear Sir/Madam,[/i]
[i]
[/i]
[i]Fellow golfers at the golfwrx forum suggested me to sent this e-mail to the US office.[/i]
[i]
[/i]
[i]Last year I bought a Rapture V2 driver with an Aldila shaft. serial nr. 0******D5[/i]
[i]It made a small sound at the top of the backswing, but the ball flight was normal so I didn't worry. Unfortunately the head came off during my third round with the driver, leaving small fragments of the shaft in the hosel. [/i]
[i]
[/i]
[i]On 05/05/2010 my coach took it to PING and PING sent it back with a new shaft in June. The sound at the the top was still there.[/i]
[i]
[/i]
[i]A few weeks after I took it back in play cracks in the shaft appeared from the hosel up. [/i]
[i]
[/i]
[i]On 08/19/2010 I sent it back to PING. [/i]
[i]PING sent it back at 09/15/2010.[/i]
[i]
[/i]
[i]The sound was still there and new, identical, cracks appeared in a few days.[/i]
[i]
[/i]
[i]On 09/30/2010 I sent it back to PING, [/i]
[i]PING sent it back rather fast.[/i]
[i]
[/i]
[i]Same cracks appeared.[/i]
[i]
[/i]
[i]So on 10/27/2010 I sent it back to PING again.[/i]
[i]
[/i]
[i]Didn't play this winter since winters are around freezing over here. Just started again and unfortunately SHAFT Nr.5 is developing cracks again.[/i]
[i]
[/i]
[i]
[/i]
[i]I very much appreciate PING's effort with the shaft replacements. But it never solved the problem and I've never been able to use the driver for more than 4 rounds of golf.[/i]
[i]
[/i]
[i](I've used the identical driver, with an identical shaft of my coach for the biggest part of 2010, because my own driver was at PING for repair most of the season, it had no problems at all. I play golf for 20 years now, always with PING btw, and never had any problems with clubs.)[/i]
[i]
[/i]
[i]I can sent it back to PING but I've lost fate in this head that used 5 shafts and never worked from day one. [/i]
[i]I've also sent a similar e-mail to PING Europe twice but I never received a reply.[/i]
[i]
[/i]
[i]I ask you kindly for a driver without problems, since I can't ask my coach to use his V2 for another season. After all I paid 515US dollars (european mainland prices) for a driver that never worked.[/i]
[i]
[/i]
[i]I kindly await you reply,[/i]
[i]
[/i]
[/quote]

Sounds good bud. Now comes the fun part, sitting and waiting.

[phil.b89]

Sounds to me like you need to stop taking divots with the driver

Just kidding. But it seems to me that it would be very unusual for this kind of thing to happen...

Good luck with getting things sorted- I'm sure it'll be fine in the end. As you have shown, their customer service is second to none.

[bogeyk]

Be sure to let us know how you make out.

[Klap]

[quote name='phil.b89' timestamp='1298250560' post='2996131']
Sounds to me like you need to stop taking divots with the driver

Just kidding. But it seems to me that it would be very unusual for this kind of thing to happen...

Good luck with getting things sorted- I'm sure it'll be fine in the end. As you have shown, their customer service is second to none.
[/quote]&nbsp;<div><br></div><div>&nbsp;Hi lads,

Just had a pm from PING so it's good to know they are around. Just sent them my contact details in reply.</div><div><br></div><div>Very unusual, I am sure it has something to do with the sound it made from the start. And to comfort you: I had the driver of my coach in the bag most of 2010, it's identical, type, loft, swingweight, shaft, and he wasn't afraid to let me use it;) No problems with that one.

</div>

[seena_beena]

Just one question, you must have purchased this through a retailer & did you send this back through this retailer?

[Klap]

I replied, to the pm PING sent me, yesterday night and this morning I was called by PING from the UK.

Last year PING probably didn't realise they had my driver for repair most of the year. I am really amazed, and I mean this in the most positive way, with their reaction now. Very much appreciate it. It looks like they will sent me a driver with a working head soon!

[bogeyk]

Glad to hear that everything is going to work out for you.

[GatorNate11]

Glad to hear that man. PING really does go above and beyond to help the customer.

[fiveltrstang]

now that is great customer service

[plee542]

Really? Is this great customer service? IMHO, I would say this is just service. Great customer service would have fixed the issue on the 1st or 2nd return.
I don't have anything against Ping and am sure they do what they can to support all service to their clubs. But it sounds like its taking over a year to right this wrong with some addiitional ideas/support from the great folks here in golfwrx.
I've had to use customer service from Callaway in the past for cracked shafts before. They just send me a new driver/3 wood, end of story.
I'm not trying to compare here but customer service doesn't sound great to me when you are without a driver or a sound resolution for an entire season. Maybe it's Ping Europe?

I'm glad they realized that you were without a driver for a long time though. I hope they get it right for you this time.

[nitram]

I'm really glad to see it's finally gonna work out for you.

[Klap]

Whow Nick from Ping Europe really put in some effort to get me a replacement driver. I should expect it soon. Thanks PING! It was all just unlucky communication.
But with a little help from golfwrx PING all solved it in style!