Dear Callaway, You lost a customer today...

[Socrates]

You forget that there is a little guy at Callaway that has to justify a free club to his warranty manager. He has to follow protocol and if it doesn't come back as it went out, he isn't going to put his job on the line for you.

[NJGolfer21]

Guy at callaway works for callaway. He didnt purchase the club...

[OpusX20]

I had a similar situation with an Adams hybrid. I re-shafted the club myself and then needed to adjust the bottom weight screw. Turns out the weight screw was stripped. Obviously, my changing the shaft didn't cause the screw to become stripped. But, I know the rules. I didn't expect Adam's to make an exception for me or change their policy. And I don't at all think their quality is poor, because of one stripped screw. Not really a fair sample size.

[LeoKal]

[quote name='gmoney' timestamp='1321481302' post='3809451']
Sorry about your club but I have to side with Callaway on this one. In this day and age, you "modify" anything , car, truck, boat, plane, or yes even a golf club, you void the factory warranty. That's nothing new. That's a given..

Not sure how you can blame them for you needing a stiffer shaft. They did not fit you did they?

If you have someone try to bend a set of ping irons, and they crack, Ping is not replacing them. No OEM is warranting anything you modify by reshafting, changing lie or loft. About the only thing you can change and not void a warranty is the grip...

Pretty cut and dry really...


[/quote]

Yea, I don't think Callaway is off here. This entire demanding customer thing is out of hand in this country in my opinion. Wal Mart always exchanges purchases even though in the vast majority of cases they don't have to legally. This has created a "Wal Mart mentality" that I see all the time. It is the same in fly fishing. Companies replace rods all the time even though they made a good rod and had no responsibility for the rod breaking. And you know what..........this has caused the cost of a new rod to go through the ceiling. I would assume it is the same with golf clubs.

[bub72ck]

[quote name='NJGolfer21' timestamp='1321482985' post='3809609']
[b]I understand its voiding the warrenty, well atleast I now do after speaking with Callaway. Just don't think I should be the one thats s*** out of luck because they didn't make a quality product.
[/b]


I wasn't ever able to swing an X Stiff in the ft-9 head, There fitting cart does not come with any X-Stiff shafts to chose from.

Mantan- Your absolutely right. Even if callaway was thinking about replacing it for me in the state with the shaft on it they could just say "Well what if when you pulled the shaft this..." They could make any excuse they want. Just dont think the little guy should get the short end of the stick.
[/quote]

I had the same thing happen a few months ago but on a much bigger scale. My wife bought a 2008 Hummer H3 in January and it had no problems until the electronics started acting up in March. $500 later and 2 months without a car and still no solution or explanation. The warranty had expired on the car so nothing was covered. I ended up selling the car and getting another Toyota 4 Runner losing $2,000 in equity in the process. I, like you, was s*** out of luck because they didn't make a quality product. No warranty available so they weren't paying for any repairs. That sucks that it happened to you but thats life. Callaway drivers like Hummers roll off the assembly line and some are just going to break. You hope in the end that you are somehow covered under warranty or you know someone who can pull some strings for you. It doesn't surprise me that it wasn't fixed for you.

[sandiegonative]

[quote name='NJGolfer21' timestamp='1321482985' post='3809609']
I understand its voiding the warrenty, well atleast I now do after speaking with Callaway. Just don't think I should be the one thats s*** out of luck because they didn't make a quality product.



I wasn't ever able to swing an X Stiff in the ft-9 head, There fitting cart does not come with any X-Stiff shafts to chose from.

Mantan- Your absolutely right. Even if callaway was thinking about replacing it for me in the state with the shaft on it they could just say "Well what if when you pulled the shaft this..." They could make any excuse they want. Just dont think the little guy should get the short end of the stick.
[/quote]

NJGolfer21, I am still confused as to what the problem is. Fair or unfair, you voided the stated warranty the moment you had the club reshafted.

Callaway has decided to "turn a blind" eye by allowing you to re-reshaft the club with the stock shaft to put the club back into a "warrantable" state and then repair your head. Hell, based on my experience there's a good chance they'll just send you a brand new driver (head and shaft).

Trust me and others when we say Callaway Customer Service is one of, if not the best in the business. Just comply and you'll get your club fixed.

Good Luck.

[Bad9]

[quote name='teeituphigh' timestamp='1321475047' post='3808937']
To be honest, I think your a little out of line on this one. You tried to save a few bucks by not going to Callaway to get the shaft put in and have all the warranties still in place and this is what you get.
If you filled your Toyota up with diesel and it broke down would it be Toyotas fault or your own? (maybe not the greatest analogy) but you get my drift.
Just saying, that in all my dealings with Callaway they have been nothing but awesome and I have read on here that some people have the same feelings as me....they are touted as the best in the business I think.
[/quote]

I agree with you on this one. Blaming Callaway for him needing a stiffer shaft is outlandish. I have played an FT9 and 2 FTiZ's in much colder temps than th OP and never had a problem. To condemn Callaway for this is way over the top.

[sandiegonative]

[quote name='bub72ck' timestamp='1321484273' post='3809723']
I had the same thing happen a few months ago but on a much bigger scale. My wife bought a 2008 Hummer H3 in January and it had no problems until the electronics started acting up in March. $500 later and 2 months without a car and still no solution or explanation. The warranty had expired on the car so nothing was covered. I ended up selling the car and getting another Toyota 4 Runner losing $2,000 in equity in the process. I, like you, was s*** out of luck because they didn't make a quality product. No warranty available so they weren't paying for any repairs. That sucks that it happened to you but thats life. Callaway drivers like Hummers roll off the assembly line and some are just going to break. You hope in the end that you are somehow covered under warranty or you know someone who can pull some strings for you. It doesn't surprise me that it wasn't fixed for you.
[/quote]

Sorry bub72ck, IMO your used car purchase analogy doesn't hold any water. Who can say the Hummer's electronics were or were not damaged by the previous owner?

In your case I would say "Caveat emptor". Did you have a mechanic check out the vehicle prior to purchasing it? If yes, did they check the electronic system? If so, appears they did not do a good enough job.

The previous poster mentioned the "Walmart mentality". I see it here in your situation. The Hummer was out of warranty after 3 years and therefore you had to pay for the the repairs. Honestly, how long to you expect a company to warranty a consumable product? I think your expectations are unreal.

[moonshine]

Not to mention, super qualified club builder still could have applied heat where not needed, causing an issue. If every Tom, Dick, or Harry were covered for shaft pulls in the garage, Cally could not pay the PM contract.

I get better ball speeds from my cally stuff than just about anything I try to replace them with...just sayin'.

[jliehr]

[quote name='moonshine' timestamp='1321485916' post='3809859']
Not to mention, super qualified club builder still could have applied heat where not needed, causing an issue. If every Tom, Dick, or Harry were covered for shaft pulls in the garage, Cally could not pay the PM contract.

I get better ball speeds from my cally stuff than just about anything I try to replace them with...just sayin'.
[/quote]


That's what I was thinking, he had to apply heat to get the stock shaft out which could have caused a problem that took a while to surface, not Callaway's fault.

[Ugo DeRosa]

.... OEM's taking mental notes......"To Do List for Thursday, November 17, 2011..... Item 1: add NJGolfer21 to our 'banned buyers' list....."

[MtlJeff]

you'll have to boycott a lot of people, i know Ping is the same. I've reshafted my G15 heads locally i know if they break the warranty is gonzo. That's just how it is. Can't blame Callaway most OEMs are the same

[cb24]

[quote name='Skaffa77' timestamp='1321476910' post='3809107']
[quote name='teeituphigh' timestamp='1321475047' post='3808937']
To be honest, I think your a little out of line on this one. You tried to save a few bucks by not going to Callaway to get the shaft put in and have all the warranties still in place and this is what you get.
If you filled your Toyota up with diesel and it broke down would it be Toyotas fault or your own? (maybe not the greatest analogy) but you get my drift.
Just saying, that in all my dealings with Callaway they have been nothing but awesome and I have read on here that some people have the same feelings as me....they are touted as the best in the business I think.
[/quote]

Yeah...the car analogy is not the best in my opinion. A better analogy (especially with cars) in my opinion would be using an independent (certified) mechanic for service work or repairs on your car. That work the mechanic provides should not void your automotive warrenty.

In this case, the OP had a professional installer put in the shaft and the club had some defect. In my opinion, if an owner can provide proof of service by a professional (possibly a golf retailer who carries Callaway equipment), I believe that Callaway (or other manufacturers) should cover defects.

I know that is not the case, but it's sad that I can't have service done by a qualified local professional without it voiding my warrenty.
[/quote]

I totally agree. I dont understand why the manufacturers wouldnt have "certified" club fitters that would be authorized to install shafts without voiding the warranty.

[philsRHman]

That driver head looked awful familiar. Check out the pics of mine, same exact problem. Also a cold day in NJ. I was lucky that mine was an iMix I guess.

[url="http://www.golfwrx.com/forums/topic/451409-driver-bought-on-ebay-broke-after-10-swings-on-range/"]http://www.golfwrx.com/forums/topic/451409-driver-bought-on-ebay-broke-after-10-swings-on-range/[/url]

[Cwing]

So you bought a club and did not get it fitted with the correct shaft. You take it to someone and get a different shaft installed. Alterations void the warrenty.

You say the guy is a pro clubfitter. By who's accounts? Has been been trained by Callaway? Has he been trained by anyone? How would the OEM know any of this? Composites require great care and most will cut the shaft and drill it out to change the shaft. If your guy did not cut/drill then he used heat on a composite head. It can be done but is very difficult to not damage the head.


Additionally nearly all OEM's have a simliar policy against adjustments done by anyone other than the OEM to protect themselves against poor work by others but you want them to bite the bullet on a 2-3 yr old model?

Get an imix, probelm solved.

[mkay]

Bad service by callaway. Even though the warranty was voided, the head sent back should be enough,and its pretty stupid really, THEY KNOW the head has these problems, they know the weight can fall off, they know it can crack etc. Which is why they SHOULD replace the head, even though its against their policy.

I guess thats another reason we like ajustable drivers

Had it been a R9 or an R11 head, TM would just send you a new one.

[JackpotJohnny]

[quote name='sandiegonative' timestamp='1321485550' post='3809827']
[quote name='bub72ck' timestamp='1321484273' post='3809723']
I had the same thing happen a few months ago but on a much bigger scale. My wife bought a 2008 Hummer H3 in January and it had no problems until the electronics started acting up in March. $500 later and 2 months without a car and still no solution or explanation. The warranty had expired on the car so nothing was covered. I ended up selling the car and getting another Toyota 4 Runner losing $2,000 in equity in the process. I, like you, was s*** out of luck because they didn't make a quality product. No warranty available so they weren't paying for any repairs. That sucks that it happened to you but thats life. Callaway drivers like Hummers roll off the assembly line and some are just going to break. You hope in the end that you are somehow covered under warranty or you know someone who can pull some strings for you. It doesn't surprise me that it wasn't fixed for you.
[/quote]

Sorry bub72ck, IMO your used car purchase analogy doesn't hold any water. Who can say the Hummer's electronics were or were not damaged by the previous owner?

In your case I would say "Caveat emptor". Did you have a mechanic check out the vehicle prior to purchasing it? If yes, did they check the electronic system? If so, appears they did not do a good enough job.

The previous poster mentioned the "Walmart mentality". I see it here in your situation. The Hummer was out of warranty after 3 years and therefore you had to pay for the the repairs. Honestly, how long to you expect a company to warranty a consumable product? I think your expectations are unreal.
[/quote]

Costco comes to mind ..remember when they would take back electronics no questions asked ?
You buy a computer, two years later when it's outdated and you get a virus you return it and they give you another one.
Everyone bought their stuff at Costco and it got ruined because it became a trade-in trade-up program.
Nordstrom is another one ..they get exploited because they will take back anything.
Theres a fine line between providing good customer service and getting taken advantage of.
It's got to stop somewhere, there has to be a policy and it has to be enforced.

They gave you a loophole to their warranty in an effort help you out, that's more than generous of them.
Throw a stock shaft in there and send it back to them..send your shaft with it and ask them to install in on the new club for you free of charge for your inconvience.
You then won't have to go thru this again the next time you have a problem.

[chocolatte]

i think the OP is trying to say he is getting punished by cally for having a high swing speed.

[Dizz]

How long do you think a driver should be under full warranty? The FT-9 came out at the end of 2008 for the 2009 season I believe. That makes it, what? Three or more years old now? Do you have the original receipt when it was purchased? I think what they offered was more than fair, the club would have been out of warranty even if you didn't void it with a reshaft yet they're still willing to work with you. Pretty good if you ask me, Callaway has been operating in the red for awhile now and their generous CS is a reason for it. Everybody complains about high prices for retail equipment but then as soon as something happens they cry foul when they voided the warranty themselves. Situations like this are a reason drivers cost $400+. This actually happened to my FT-9 Tour as well about 6 months after I had it, they overnight-ed me a new one. You simply cannot expect them to warranty a 3 year old club especially one that has been worked on by a third party, doesn't matter how good he is...

[ryancjordan]

[quote name='jasman29' timestamp='1321474953' post='3808929']
You can't really blame the OEM for thier policy.
[/quote]

Pretty sure that is exactly what he is doing. Don't see why you can't be annoyed at a company for having policies that are hostile to its consumers.

[ryancjordan]

[quote name='LeoKal' timestamp='1321484132' post='3809717']
Yea, I don't think Callaway is off here. This entire demanding customer thing is out of hand in this country in my opinion. Wal Mart always exchanges purchases even though in the vast majority of cases they don't have to legally. This has created a "Wal Mart mentality" that I see all the time. It is the same in fly fishing. Companies replace rods all the time even though they made a good rod and had no responsibility for the rod breaking. And you know what..........this has caused the cost of a new rod to go through the ceiling. I would assume it is the same with golf clubs.
[/quote]

Good customer service isn't a bad thing, it is basically the trademark of every premium brand on earth. I have broken 3 sets of Oakley's and gotten a brand new pair every time, even when they were out of warranty. Sure it is against their policy, but it is also good for their brand and for customer satisfaction.

[alexH]

Callaway are fools.
So they won't fix the head per their policy, fair enough, maybe. So they should offer to send him the weight so he or his club maker can epoxy it in properly, as they failed to do in the first place and they get some goodwill and probably some free publicity on here.

More generally If you can show a manufacturing defect caused the head failure they can screw these scam attempts to avoid liability. Don't confuse their policy with your legal rights. Otoh if the fault is caused by the shaft fitter they should take care of it.

[Swingie]

A guy here has offered u a shaft, take the offer and have them give u a new club replacement case closed, otherwise pony up the 30 bones and swap shafts

[LeoKal]

[quote name='NJGolfer21' timestamp='1321483520' post='3809651']
Guy at callaway works for callaway. He didnt purchase the club...


[/quote]

That's quite a response to a post about the guy that might lose his job if the company caters to you. Do you really care about anyone beside yourself?

[boulAAYYY]

btw I think a lot of company's doing that( do not repair club if it been reshaft... same story happen to my father with nike driver!

[DallasSteve]

I absolutely feel your pain, NJGolfer. What the folks who are chastising you are not focusing on, however, is that it is crystal clear that the head failure you suffered is not in any way related to the re-shafting of the club. OK, if it is the bond between the face and the carbon body, that might be damaged by re-shafting. The weight in the back of the head????? No way. They may be following their own warranty language to the letter, but I agree that good customer service would recognize that the re-shafting had nothing to do with the problem you experienced. That's like Ford denying your warranty claim on your rear differential because you used the wrong oil on your last oil change. I'm disappointed in Callaway on this one.

[penta13]

Callaway makes great stuff, happen to me with a TM 3wood.

[MG 1977]

[quote name='DallasSteve' timestamp='1321507017' post='3811823']
I absolutely feel your pain, NJGolfer. What the folks who are chastising you are not focusing on, however, is that it is crystal clear that the head failure you suffered is not in any way related to the re-shafting of the club. OK, if it is the bond between the face and the carbon body, that might be damaged by re-shafting. The weight in the back of the head????? No way. They may be following their own warranty language to the letter, but I agree that good customer service would recognize that the re-shafting had nothing to do with the problem you experienced. That's like Ford denying your warranty claim on your rear differential because you used the wrong oil on your last oil change. I'm disappointed in Callaway on this one.
[/quote]

How can you say with 100% confidence that heating the hosel-less driver to pull the shaft had no effect on the bond holding the weight in place? This is a Carbon head with no hosel so the heat would be applied to the titanium cup section of the head spreading across to the carbon body and the bond holding the weight would have been heated. I've reshafted FT3, FT5 and FT9 drivers and I've drilled the old shaft out everytime, never had a problem. I have had an FT5 Tour shaft fail on me and Callaway replaced it with in 3 working days. I had an R11 head crack on me and it took 6 weeks to get a replacement from them, back to Callaway for me next season.

[williamo]

I understand your pain but you should have looked in to their policies before reshafting the club. It is [b]very[/b] common that a Callaway driver breaks and that is why I would never void the warranty by reshafting.

Stop being silly saying "I will never agian buy a Callaway club..". Almost every single brand reacts this way and it is totally understandable. If I were them, I would never replace a driver that someone else has been working on without permission.

Go and order yourself a brand new Razr Hawk Tour and enjoy golf again, don't be a hater.

/William

[Socrates]

DallasSteve, I don't think we are missing the point here at all. The CSR as Callaway is telling him directly that if he sends the club back with the aftermarket shaft, that his claim will be denied (it doesn't help that the club is potentially 3 years old already and well out of warranty). Knowing that he has voided the warranty, the CSR is turning a blind eye and telling him that if he can return it with any stock shaft so that it appears to be unaltered, that it will be repaired or replaced. They are not saying that the failure isn't a warrantably item, just that they have to follow certain protocols. It's just the same thing with computers. If I buy a computer and I jam a whole bunch of aftermarket stuff in there and it later fails. I will restore everything back to factory before I try to bring it in.

In all likelihood, if the OP sent the driver in as is, they would likely replace the club, but he likely wouldn't get that shaft back.