Customer Service has gone Downhill

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By Ian S

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  • 8 Replies
  1. Ian S

    Ian S
    Ayr,

    Love Titleist and have never had a bad word to say about the equipment or service from them but appears there customer service has gone down hill!

    Have a full bag of Titleist equipment, most of it updated this year, latest addition a GT driver and B3 Catalina putter. All good, however bought a new bag through my club six months ago, premium stand bag at £330, it looks great and have to say I love it, however in the last month the zip in the main compartment keeps opening, went back to my pro and he did a video and sent to Titleist!

    This is where it starts to get ludicrous, Titleist reply to say yes they will replace the bag but first they need pictures of video showing the faulty bag has been destroyed, seems ridiculous, the bags faulty, just send a new one! So I empty my gear, give the bag to my pro, he does what’s requested and they reply to say the replacement bag won’t be available until February, seems crazy but understand there may be supply issues, so I go on to website to see if there is maybe another option, guess what, there’s my bag, available in stock for delivery in two days. Contact my pro who contact Titleist, apparently the stock that’s online for sale isn’t available for product exchange, seriously, have you ever heard of anything more ridiculous!

    Titleist fan and have been loyal for over 25 years, I’m sure I will remain a titleist lover but I have to say my opinion of Titleist has been tarnished by this pretty blasé attitude.

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  2. Palmer

    Palmer
    Massachusetts

    It may seem ridiculous, but it may not be as cut as cut and dry as you think. Titleist is a large company and there are reasons why logistically there are different processes to separate online ordering from replacement inventory to serve customers in the most efficient way possible. There are advantages and disadvantages between centralization and decentralization for both processes and inventory.

    Having said that, no company has all the answers and there is always the opportunity for improvement. But I think it’s premature to say their customer service has gone downhill because of this particular incident.
  3. Chuck Z

    Chuck Z
    Mt Pleasant, SC

    Military
    I understand you pain. I would bet that there are two warehouses involved here and inventories. You are dealing with the wholesale side thru your proshop where the bag was purchased. These are the accounts that purchase thru the Titleist reps. The ones you saw online are retail, which is a different warehouse and inventory. I would bet that this is the issue that is holding up your bag. It would be an inventory issue and one would not be able to pull from the other.
  4. Sarah F

    Sarah F

    Inventory or warehouse issue is not the problem here in my opinion. They should have said upfront that they didn't have one in stock right now so that he could continue to use the one he had. Why make him destroy it first then tell him by the way we don't have one to send back for a few months. That is just plain irresponsible on Titleist customer service to do that to him. How many people have an extra golf bag just lying around to use in the interim. Probably not many at all. Most probably dispose of the old bag or donate it.
  5. Dale V

    Dale V
    Surprise AZ

    Sarah F said:

    Inventory or warehouse issue is not the problem here in my opinion. They should have said upfront that they didn't have one in stock right now so that he could continue to use the one he had. Why make him destroy it first then tell him by the way we don't have one to send back for a few months. That is just plain irresponsible on Titleist customer service to do that to him. How many people have an extra golf bag just lying around to use in the interim. Probably not many at all. Most probably dispose of the old bag or donate it.

    Note his address is not USA. Different Customer Service policies and processes in different countries. There is usually more to one side of a story. I had a bag issue year’s ago and Titleist had me exchange it at the box store where I purchased it. Like this time of the year where old model stock is gone and new year releases are not available, they let me exchange for a same model in a different color or I would have to wait for the new releases. I had to drop off the old bag as Titleist QA wants to inspect the defects to incorporate changes in future models.
  6. Chuck Z

    Chuck Z
    Mt Pleasant, SC

    Military

    Sarah F said:

    Inventory or warehouse issue is not the problem here in my opinion. They should have said upfront that they didn't have one in stock right now so that he could continue to use the one he had. Why make him destroy it first then tell him by the way we don't have one to send back for a few months. That is just plain irresponsible on Titleist customer service to do that to him. How many people have an extra golf bag just lying around to use in the interim. Probably not many at all. Most probably dispose of the old bag or donate it.

    I had an issue similar to his with one of my bags, took pictures sent the info in thru the Titleist account where I purchased it with my receipt and was told to hang on to it. I did receive a new bag, but it did take a little while, due not being available in inventory. I do have two bags, like a lot of guys on here. One gamer and one for traveling to events. With respect, if products are not readily available, is an inventory/warehouse issue. The Titleist account offered me another color but I was willing to wait to get the same one I had.
  7. WKilloran

    WKilloran

    Should have just exchanged bags with his pro when the new bag came in. Destroying a bag seems a bit extreme.
  8. Jonathan Smith

    Jonathan Smith
    Charlotte, NC

    Glad it is under warranty for you.
  9. Dan S

    Dan S
    Westchester, IL

    I feel the biggest culprit is the customer service rep you had, not Titleist company. If the policy is such that inventory for replacements was months delayed, why wouldn't the rep have checked on availability before asking you to destroy the 1st one? That destroy request should have came when they are prepared to ship you the replacement.

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