Author Topic: Upset w/ Service at alley (Read 2441 times)

Shermster · « **on:** October 06, 2008, 03:24:41 AM »

I need to vent a bit...

My ball came back in the ball return with a chunk missing right along my track line. This happened last Thursday around closing time. The proshop was obviously closed. I thought nothing much of it...'Okay, damage is normal...I'll just visit the proshop on Sunday before league'...WRONG!

SUNDAY:
The proshop owner said I need to go fill in a form before he can help me...OK no problem. Then I go to front desk to get a ball damage form to fill in...DONE. Then the front desk manager said I did not follow proper procedure and did not notify front desk immediately when I found out my ball was damaged. So I told him "I just want to get my ball fixed and I don't want the damaged part of the ball scuffing up your lanes. SINCE the damage is on my ball's track" The manager said..'No, since you did not follow procedure AND you can't remember which lane damaged your ball'....then I reply.'So you're telling me there's nothing you can do to help me and my damaged ball?'...he in turn says 'NO' and he had the nerves to tear the ball damage form right in front of me.

This is a house I frequent 4-5 times a week, but I sense the manager really has no clue what customer service is. He even tried to skip my name on the wait list for lanes...good thing he saw me eyeballing the wait list, then he gets me a lane.

Any comments welcome.

Scolai · « **Reply #1 on:** October 06, 2008, 11:49:33 AM »

Corporate center or privately owned? Makes a lot of difference.

If it is an AMF or Brunswick house, I'd be calling the corporate offices with a complaint. If it's an independent center, try getting ahold of the owner.

Otherwise, exercise your right to take your cash elsewhere.
--------------------
ScolaÃ

)O(

I'm Not Fluent In Idiot So Please Speak Slowly & Clearly

Weighting On 40

10 In The Pit Pro Shop · « **Reply #2 on:** October 06, 2008, 11:50:27 AM »

WOW... that is just horrible customer service...

I work in a pro shop, and you do have to notify the front desk, and fill out a form, but in turn as long as its within a few days it should have been no problem at all..

i would probably talk to someone else if there is someone else in line of command, or maybe talk to the pro shop guy and see what he can do!

Shermster · « **Reply #3 on:** October 06, 2008, 12:28:54 PM »

quote:
WOW... that is just horrible customer service...

I work in a pro shop, and you do have to notify the front desk, and fill out a form, but in turn as long as its within a few days it should have been no problem at all..

i would probably talk to someone else if there is someone else in line of command, or maybe talk to the pro shop guy and see what he can do!

Exactly! I frequent the alley so much, I know everyone and everyone knows me. There is just something about the manager being a control freak/power trip. It's not like I'm trying to take advantage of the bowling alley or call them out for being responsible. I just want decent service and knowing that the alley TRIED to help, but was unable to.
Basically I felt like raising my hand to ask a question, but only to be told to shut up and leave.

FYI: It's a Brunswick house

« **Reply #4 on:** October 06, 2008, 12:31:45 PM »

The form is probably so the pro shop can get paid by the center, and likewise the center has a record of their expenditure.

That being said, that is extremely poor customer service/relations by the manager. Take your business elsewhere and write to the owner about the problem. I would guess that the pro shop would charge the center about $10 to repair that spot, so if the owners find out they just lost a loyal customer over a $10 expenditure the manager may get to feel some heat.

There should always be some flexibility in regards to their policies and give the customer the benefit of the doubt.

--------------------
Lane Carter, Strike Zone Pro Shops - Salt Lake City, Utah
Brunswick Amateur Staff
www.brunswickbowling.com

86camaroman · « **Reply #5 on:** October 06, 2008, 01:28:38 PM »

I bought a new ball of the owner of a bowling alley he also runs the pro shop. He drilled the ball I went out to the lanes threw a shot with it then used my plastic ball to throw at the spare. Go to grab the new ball and it had a quarter inch deep scratch half way across the ball this was the first shot with it. My spare ball comes back its plastic has the same mark plus the thumb was cracked out next to the scratch. I take it in the pro shop and he said it was no big deal and it would buff out. He said he would put a bigger slug in my plastic ball if I wanted so I said yeah and guess what he charged me for it. Thats when I decided I was gonna drill my own stuff. In the long run ends up being cheaper.

Shermster · « **Reply #6 on:** October 06, 2008, 01:32:48 PM »

quote:
I bought a new ball of the owner of a bowling alley he also runs the pro shop. He drilled the ball I went out to the lanes threw a shot with it then used my plastic ball to throw at the spare. Go to grab the new ball and it had a quarter inch deep scratch half way across the ball this was the first shot with it. My spare ball comes back its plastic has the same mark plus the thumb was cracked out next to the scratch. I take it in the pro shop and he said it was no big deal and it would buff out. He said he would put a bigger slug in my plastic ball if I wanted so I said yeah and guess what he charged me for it. Thats when I decided I was gonna drill my own stuff. In the long run ends up being cheaper.

You need to get the lane guy to check the ball return! lol Sounds like crappy ball return machines to me.

I'd love to drill my own stuff too, but I don't have the knowledge/equipment to do so.

Lefty_bowler · « **Reply #7 on:** October 06, 2008, 02:10:18 PM »

quote:
Put a house ball in your bag, take it out in the parking lot and throw it through his windshield of his car.

He didn't see it, doesn't remember who worked there that night or what customers were there, so there is really nothing the police can do about it. It came from his own establishment! lol

I like your thinking!!! LOL That made my day!

doubleraven · « **Reply #8 on:** October 07, 2008, 01:12:50 AM »

I'm going to take the unpopular side and say to think about this from the perspective of the manager/center for a second. I supervise the front desk at a center, and have a different viewpoint.

Anyone can come in off the street and say, "Hey, I was bowling here a few days ago and this happened. I want it fixed for free." If this is Sunday and you bowled on Thursday, how do they know you didn't go over to a different center of Friday or Saturday and get it damaged there? One that maybe doesn't have a pro shop, or simply points at their "not responsible for damage to personal bowling balls".

Does it suck for the honest people? Definitely. But there are just too many people out there who can and do pull this sort of thing.

A small chunk missing is not going to damage the lanes. I guarantee you that they have many house balls with worse damage, and get thrown down the lanes many more times than your ball. Also, you should let the desk know immediately, so the mechanic can look for the cause, and remedy it before any other balls get damaged.

If you didn't think it to be a big enough deal to report on Thursday, then I don't see why it is on Sunday.

« **Reply #10 on:** October 07, 2008, 08:27:17 AM »

To the managers,

Is it really worth losing a loyal customer for paying the pro shop a few bucks to repair it? Remember, this is a guy who is in your center 4-5 times per week. He doesn't have time to frequent other centers...

--------------------
Lane Carter, Strike Zone Pro Shops - Salt Lake City, Utah
Brunswick Amateur Staff
www.brunswickbowling.com

Shermster · « **Reply #11 on:** October 07, 2008, 10:54:11 AM »

quote:
To the managers,

Is it really worth losing a loyal customer for paying the pro shop a few bucks to repair it? Remember, this is a guy who is in your center 4-5 times per week. He doesn't have time to frequent other centers...

--------------------
Lane Carter, Strike Zone Pro Shops - Salt Lake City, Utah
Brunswick Amateur Staff
www.brunswickbowling.com

AMEN to that!

Is it that hard for the center for shell out $5-$10 bucks? But apparently my center thinks it is and really P'd-Off a loyal customer. I only bowl at one alley for those who 'assume' I may have damaged the ball elsewhere. Gimmeabreak!

Shermster · « **Reply #12 on:** October 07, 2008, 11:13:28 AM »

quote:
I'm going to take the unpopular side and say to think about this from the perspective of the manager/center for a second. I supervise the front desk at a center, and have a different viewpoint.

Anyone can come in off the street and say, "Hey, I was bowling here a few days ago and this happened. I want it fixed for free." If this is Sunday and you bowled on Thursday, how do they know you didn't go over to a different center of Friday or Saturday and get it damaged there? One that maybe doesn't have a pro shop, or simply points at their "not responsible for damage to personal bowling balls".

Does it suck for the honest people? Definitely. But there are just too many people out there who can and do pull this sort of thing.

A small chunk missing is not going to damage the lanes. I guarantee you that they have many house balls with worse damage, and get thrown down the lanes many more times than your ball. Also, you should let the desk know immediately, so the mechanic can look for the cause, and remedy it before any other balls get damaged.

If you didn't think it to be a big enough deal to report on Thursday, then I don't see why it is on Sunday.

I'm not just 'anybody' who'll try and pull a fast one for a free ball repair. I only bowl Sunday to Thurs. Fridays and Saturdays, league members get the Å hit end of the stick and pay full price, so I don't bowl on Friday and Saturday. The closest other alley is in a ghetto part of town which I never venture to. I don't want to get shot/mugged. So please do not assume I was bowling elsewhere, just like other people who like to push away responsibilities. I just really hate it when people ask if I bowled at another house. Sounds like you are implying that I'm a liar trying to cheap out on $5-$10 bucks.

Atochabsh · « **Reply #13 on:** October 07, 2008, 02:32:44 PM »

Our center (privately owned) has the same policy. YOu have to turn in the ball immediately so they can do something about the lane that is damaging balls. Fill out a form so that a record of the center taking responsibility for your ball is on file. Or else anyone could come in and say they left a ball to be repaired where is it? We do the lane damage repairs and the customer has to turn the ball in at the front desk, not the pro shop. This is so there is a record of the ball being damaged, being taken from the owner and the lane that did the damage. And the idea of having it damaged somewhere else is very legitimate, we have 11 other centers in our assoc that it could have been damaged in, more if you could those outside the assoc. Especially since it was over a weekend, could have been damaged anywhere if you bowl tournaments or have fun with buddies on the weekend.

Now, would I have turned you down flat for the repair had I been the manager, no. Not unless I got a bunch of grief first. Even then I'd probably still have had it repaired.

People walking in saying their ball was damaged happens all the time. If word gets around that a center will repair your ball, no questions asked, it'll get around and before you know it a flood of lane damaged balls will be walking in.

Erin

ravynfox

Re: Upset w/ Service at alley