Thumbs up for Callaway's customer service

[David B]

Well, on Wednesday I finally received the Callaway Hawk Eye irons that I bought on ebay, and to my dismay, the medallions (or nameplates) were coming off most of them (so much for the 8+ rating the seller gave them).

So, I called a local shop that's an authorized Callaway dealer, and he told me to give Callaway a call, since he would just have to ship them to Callaway anyway.

So, I called Callaway, and after navigating their call direction system, I talked to 'Phil'. I told him of the situation, and he said that he was sorry to hear that was happening, and asked me to send them in for repair.

I was expecting to have to pay shipping one-way, but Phil took down my information and is mailing me a pre-paid shipping label so all I have to do is pack them up and put the label on it and drop it off at UPS.

I even told him that I had the 4-PW set, but had recently picked up a 3-iron separately, and all he said was 'okay'... he didn't even balk that it wasn't a matched set... and to top it all, I didn't have to provide any other information other than my mailing address... no proof of purchase, certificate of authenticity... nada.

He said they'll have them for about five days, and then they'll return them to me, which is fine with me if they're fixing them for free... I was expecting to have to pay something, especially since I bought them used and wasn't the original owner.

Needless to say, I'm pretty stoked... hopefully everything works out okay, but so far I'm pretty pleased.

I'm one of those 'waiting for the other shoe to drop' kinda guys, so I'm still keeping my fingers crossed.

[Davebud]

Quality Product, quality service. I have never heard anything to contradict either.

[Loop]

I'll gladly pay the shipping for the clubs to go to my home. I can't guarantee that you'll get your clubs back though. j/k

[David B]

LOL Loop... that must be the other shoe waiting to drop.

I hope Callaway doesn't do the same thing...

[Rockford35]

David,

I've called Callaway, they're sending you a set of GEMS as replacements. Me and "Phil" go way back....

This is one of the reasons that I've promoted Callaway as a stellar company from a customer service standpoint from day one. I've remained a loyal follower for years, with my Warbird, Great Big Bertha, GBB Ruger Ti, Hawkeye VFT, Hawkeye Pro Series and a GBBII. I even owned a 454 Ti, but never hit it. Only the addition of my new Launcher has knocked them out of my bag as the big dog, but I still play my Hawkeye Fairways.

I'd swap out my 30's for a set of forged Callaway blades, if they made them. I just can't get by that crap look of the X-tours. But I digress...

They've been good to me in the past with any inquiry I've ever made, and even when I reported a fake putter I bought on E-bay in March...

R35

[David B]

So are GEMS any good?

I was just completely blown away that their customer service was so easy to deal with... I guess that's what comes along with those high price tags that a lot of people complain about... a company that makes sure those customers are satisfied long after the purchase has been made.

One thought I've had, is that the loose medallions might have been a common problem that they're addressing, no questions asked, since they not only want me to send in the ones with loose medallions, but ones that aren't exhibiting that problem either... he had said that they want to make sure that those clubs don't become a problem in the future. This kinda points to the fact that the original glue that was used broke down a lot faster than they had originally thought.

Regardless, I'm one happy camper.

[David B]

Well, the other shoe never dropped, and I must say that I'm a firm believer that I made the right choice switching over to a Callaway product.

UPS just dropped off my clubs, and all I can say is 'wow'... not only did they replace all the medallions with brand new ones, but they refinished the clubheads as well. Also, all the sight lines on the iron face, and the numbers on the toe of each club have been repainted as well... they look almost brand new, except for a bit of wear on the face that gives away the fact that they've been used.

Needless to say, I'm very pleased, and I give Callaway more than a thumbs up, but a huge seal of approval... once I get these Nippon shafts in there I'm gonna be in heaven.

[Davebud]

That is great to hear another happy tale from Callaway.

[Hangfire]

Good folks over at Callaway!

[VtDivot]

You think if I send them in a Hawkeye VFTm they'll send me back and FT-3 Tour Fade?

[David B]

Thanks for the input Davebud and Hangfire.

LOL... well, Rock could probably get them switched for you VtDivot... thankfully he decided against having my irons swapped for GEMS.

Well, they say a picture is worth 1,000 words, so I took a shot of my pitching wedge, which was probably the most worn of all the clubs (as they usually are)... the sole was pretty scratched up, and the medallion was dented and dinged (and coming off). I'm very happy with the way they came out.

[Andy_79]

Great news, mate. Make sure an' spread the word of their great service, just like you're doing on here