Author Topic: MoRich Customer Service Sucks (Read 6461 times)

Doug Sterner · « **on:** March 28, 2005, 11:38:21 AM »

This entire incident has me so upset that I need to get it out in public. I have never been treated so poorly by a manufacturer...this is ridiculous!!!

I picked up a used Ravage on ebay. It was drilled lefty so I wanted to plug it up and redo it for myself. Well, I chose to start with the thumbhole. Upon removing the thumbslug I noticed that there was a small hole under the "mass bias pin." I didn't think anything of it since I see this all of teh time with Storm balls.

Well I poured up the thumbhole and walked away. I came back to the plugging area in the shop less than a minute later and the hole was empty!!!! Yes a 1-1/4" thumbslug hole empty in under 60 seconds! Well I turned the ball around and the plug had run out of the MIDDLE FINGER HOLE!!!! Now the ball was drilled for inserts so the fingers were not that deep. The bottom of the ring finger hole did touch the pin though.

My only thought was that the mass bias pin and main pin were connected and somehow there was a void in the core causing the plug material to find a way out.

So I email MoRich and ask if the ball could be warranted and replaced for a cracked/separated core. here is my exact message followed by their reply...

"I Just picked up a used Ravage from a lefty and since I am a righty I decided to plug it up. I started with the thumb tonight and I poured the thumb only to see the level go down in like 30 seconds. I looked and it was running out of the fingerholes. Any idea here if we are dealing with a cracked core or what? Can I get it warrantied? I really want to try this ball and figured this would be a great way but now this. Help?"

Their response

"Hi Doug,

Thanks for taking the time to visit our web site and for the question!

It sounds to me like the fingers and thumb met at the bottom. I have seen this many times in our retail shop, especially with shorter spans or in situations where the fingers where drilled extra deep to remove excess weight. Since the ball has plug in it now, there is now way to find out for sure, but I can say that I have never seen plug run out of another hole, without them being connected. I have seen the level of a freshly filled hole drop because of a core seperation (from the shell), but not from a cracked block.

I would go ahead finish plugging the ball and re-drill it for yourself. I don't feel that there will be anything wrong with it. It really wouldn't fall under a warranty issue now anyways, since it was plugged. If it was a core seperation (which have not been that common at all since we switched to Brunswick), then it would be deemed a defect and we could cover it under warranty.

Regards,
Fred Carroll, Jr
Director of Technical Services
MoRich Enterprises, Inc.
P: 1-877-530-0324
F: 1-804-550-3693"

SO what's the deal? How could I know the core was separated until the plug poured out??? Man I cannot believe they would treat a shop owner this way....
--------------------
Doug Sterner
Doug's Pro Shop
Owego, NY
http://dougsproshop@aol.com
www.dougsproshop.net
Although a small elite group, the bond among fellows can never be broken...FOS members rejoice!

Stjosephkid · « **Reply #16 on:** March 31, 2005, 06:21:52 AM »

Yeah Mo is a cool guy met him at the US Open, I'm going to a drilling session in April. Then I want to go to Morich Camp in June.
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I'm changing this to make you happy... ok

Stjosephkid · « **Reply #17 on:** March 31, 2005, 06:24:39 AM »

quote:
Doug
I think you need to read the manufacture's warranty policy, i believe if you read that you might understand that you did void the factory warranty. How did you feel that you were badly treated? Why can't you believe that MORICH did not bed over backwards to please YOU who bought a ball second hand over the internet and voided the warranty just because you own a shop does mean you should get special exemptions on the warranty of a ball that you bought used

Yeah honestly, Doug I know you're a shop owner so you should expect more but like if I did this I probably wouldn't get any response from them at all.
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I'm changing this to make you happy... ok

JOE FALCO · « **Reply #18 on:** March 31, 2005, 06:34:13 AM »

I don't think that Doug needs someone to defend him .. I've seen him in action! However:

I see Doug's point a little different then what you guys are pointing out. I read it that Doug was disappointed that MoRich didn't want to see the ball to determine if THEY have a problem. You would think that someone might want to look at the ball with thoughts of INVESTIGATING! What do you say about this side of his story? Although Dough did email about the WARRANTY .. shouldn't Customer Service have been interested in their PRODUCT?
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Hit them light and watch them fight
J O E - F A L C O

Edited on 3/31/2005 7:32 AM

jkiser01 · « **Reply #19 on:** March 31, 2005, 06:49:00 AM »

Joe,

Fred with Morich said this:

I don't feel that there will be anything wrong with it. It really wouldn't fall under a warranty issue now anyways, since it was plugged. If it was a core seperation (which have not been that common at all since we switched to Brunswick), then it would be deemed a defect and we could cover it under warranty..

What else should they investigate?? How is this not caring about their product? He said it would have been replaced if it was deemed a defect, but the ball had already been plugged at that point. I am not trying to defend Morich on this but I still don't see what they did wrong..
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If they only made a ball that would carry that da_n 7 pin (and I am right handed!!)

jkiser01

Edited on 3/31/2005 7:45 AM

JOE FALCO · « **Reply #20 on:** March 31, 2005, 07:09:47 AM »

quote:
If it was a core separation (which have not been that common at all since we switched to Brunswick), then it would be deemed a defect

I think if I was running the corporation I'd like to know if I sold bowling balls that MIGHT have this problem. I'm not saying ANYONE did something WRONG .. just saying that when a person with experience points out a possible problem .. lights should start BLINKING and someone should say .. lets take a look! That's my opinion!
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Hit them light and watch them fight
J O E - F A L C O

Nollster · « **Reply #21 on:** March 31, 2005, 07:41:18 AM »

Joe -
If it's my company, and someone tells me they bought a used ball and are now having a problem, I don't think I'd investigate it. There's no way of knowing what might have caused a possible core separation. Most likely it was some form of ball abuse, i.e. keeping it in the trunk or baking it. I'm sure if you put up the bucks to buy it new and you were having the same problem, they'd be much more interested in what might be happening.

JOE FALCO · « **Reply #22 on:** March 31, 2005, 08:46:40 AM »

SOMEONE and A PROFESSIONAL are two different people. Consideration has to be giving as to the SOURCE of a complaint!

This is silly I'm not taking sides .. only suggesting THAT ANY COMPANY should check out complaints .. it's one of the TRIGGERS to isolating problems BEFORE they are dumped on your doorstep!

Is it smarter to do a recall or wait till the public nails you to the cross! Guess it's all up to the CEO!

All seem to be highlighting it was a USED BALL .. if the original owner sent it in .. it makes a difference? How can the company distinguish between the original owner and a USED ball owner?
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Hit them light and watch them fight
J O E - F A L C O

Edited on 3/31/2005 9:45 AM

jkiser01 · « **Reply #23 on:** March 31, 2005, 09:07:20 AM »

Joe,

I do disagree that it doesn't matter if its a used ball.. The manufacturer should be held liable to the original owner if a problem occurs. The original owner will know everything that has happned to that ball since it was first drilled up. There is no way a 2nd or 3rd owner would know the history of the ball, such as how many times its been shipped somewhere, etc.

Also, if the ball had NOT been plugged, I am almost sure they would have requested the ball be sent back in to take a look at..

I do understand what you are saying and respect your opinions as a very knowledgable and respected member of the br.com forum.. I also know Doug Sterner is well respected here and understand his frustrations..

In closing, no one said you are taking sides. I have an opinion, you have an opinion, nollster has an opinion.. thats all they are, opinions..

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If they only made a ball that would carry that da_n 7 pin (and I am right handed!!)

jkiser01

Edited on 3/31/2005 10:03 AM

Doug Sterner · « **Reply #24 on:** March 31, 2005, 09:21:12 AM »

What you guys got to read was the final in a series of messages I sent to them. I did not post all for I felt that it was of no real concern.

My first email was full of praise and comments about how impressed I have been by a couple of their products. I named the Pioneer as my goto ball at this time and also stated that I had drilled a couple of Ravages for some people and they were happy with them but have had some trouble with the Total Annihilations I have drilled. It was then when I sent on to tell him that I picked up this used Ravage as a test bed for myself to try some of their "off the beaten track" layouts on. If I liked the layout I'd get one NIB and have at it. If I didn't like the layout I'd plug it and try again.

In this case "used ball" is an extreme overstatement...the ball still had the grease from the layout lines visible when I got it. The owner suffered a back injury and had to stop bowling. From the looks of this ball I will 2nd the owner's statement of the ball having 5 GAMES on it. The ball was immaculate.

A good friend of mine used to work at one of their shops in VA. He wanted to buy an Onslaught when they first came out and was quote a price of $179 with his employee discount! Now we are talking about a Mo produced product being sold to a Mo employee out of a Mo owned shop. C'mon here...

I called around the same time and told him that his core designs intrigued me and I was interested in getting some of his equipment to sell in my shop. I asked if there was a chance I could get a ball at a reduced price to test out for myself and make up my mind. The response I received was "sure, no problem, send us a payment of $145 and we'll send you whatever ball you want from our current catalog." The only problem is that I could get them from my suppliers at $125 at the time.

If I were the owner of a compnay I would definitely want to know if any product I had produced had a defect in it. Especially true since I am not in 100% control of production and I cannot oversee QC on a daily basis.

I am not upset that they refused to do anything, I am upset at the way they handled the situation especially since I am one of their registered Core Tech pro shops as well.

I mean c'mon there Freddie....fingers and thumb touching at the bottom? Don't you think I could see that?

And here's a wickedly intelligent statement if ever I saw one...
"I can say that I have never seen plug run out of another hole, without them being connected"... well duh!!!!

All I know is that Storm, Brunswick, Lane 1, or Track would have handled this much differently. Apparently they are looking more at what theycould possibly lose in terms of sales through my shop than what they have already lost by me buying a 2nd hand ball instead of a new one.
--------------------
Doug Sterner
Doug's Pro Shop
Owego, NY
http://dougsproshop@aol.com
www.dougsproshop.net
Although a small elite group, the bond among fellows can never be broken...FOS members rejoice!

JOE FALCO · « **Reply #25 on:** March 31, 2005, 09:30:32 AM »

Again .. MY OPINION .. if I have a ball that does not show a re-drilling .. although I am the 3rd owner .. if I send it back to the manufacturer with a BAD CONDITION (whatever that maybe) and don't mention I am the third owner .. the manufacturer is going to threat me different then if I tell the TRUTH that I'm not the original owner? Why?

If I was the original owner and dropped the ball from my roof .. would the manufacturer stand by the WARRANTY? Why can't he do the same thing with a USED ball (assuming it has not been plugged)?

Doug points out he was PLUGGING the ball .. it WASN'T complete when he wrote and asked for assistance/direction. I don't think the ball was PLUGGED when he asked his question. Other then the original drilling the ball was NEW!

IN MY OPINION the manufacturer should have looked at the ball. EMPHASIS IN MY OPINION!
--------------------
Hit them light and watch them fight
J O E - F A L C O

Bluff · « **Reply #26 on:** March 31, 2005, 09:39:20 AM »

I told you to move up to 16lb!! Why you think your 14lb is same size but lighter?

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Honestly I got a lot of balls. No NOT BOWLING BALLS!

jkiser01 · « **Reply #27 on:** March 31, 2005, 09:41:35 AM »

When I made my comments and voiced my opinion on this matter earlier, I did not mean to stir up any controversy..

Doug, I am sorry for your bad experience with Morich.. I have never had any issues with their equipment or customer service..

Joe, I understand what you are saying. I agree with some of it and disagree with other parts, but thats the fun of the forum..

Nobody has to (or most of the time will) agree on everything!!

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If they only made a ball that would carry that da_n 7 pin (and I am right handed!!)

jkiser01

Edited on 3/31/2005 10:37 AM

Edited on 3/31/2005 10:52 AM

Brickguy221 · « **Reply #28 on:** March 31, 2005, 09:46:17 AM »

quote:
Doug I have had several similar instances with Brunswick equipment, all having the same problem you are addressing. I drilled in the neighborhood of 20+ Blazing infernos and everyone I drilled remotely close to the pin I came up with a void ( air pocket)

I don't know about Brunswick balls, but this is apparently a common problem with Buzzsaws as I had 5 of them and 4 of them had a void like this. (finger hole was within 1-2-3/4 inch from the Pin.

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Owner of a 129 game bowled with a Brunswick Impulse Zone.

Old Coach · « **Reply #29 on:** March 31, 2005, 09:50:01 AM »

The key ingredient here for Morich would be "is there a production line problem that created this". I would think THEY would want to know. Anyone who knows what Six Sigma is knows what I am talking about. The repeatability of the process with no variations that could cause a defect. I would be surprised that Brunswick isn't into Six Sigma. This point has nothing to do with Doug and replacing the ball!!!!!!!!!! Morich or better, Brunswick should be asking for the ball back to determine if they have a problem.

What most of everyone's argument has centered around is the replacement of the ball. I think if I ran the business and had a pro shop that was selling my product I would certainly replace it to keep good graces. Lets face it a lot shops get free balls all the time based on what they sell.

THE BEST ADVERTISEMENT IS WORD OF MOUTH OF A HAPPY CUSTOMER! Isn't that what ballreview is all about.

REVOLUTIONS PS · « **Reply #30 on:** March 31, 2005, 10:29:36 AM »

I don't know what the process is for you guys when a credit issue comes up but I NEVER have to deal with the manufacturer directly. I apply and get credit on defective items through my distributors. I don't think I have EVER been refused credit but that might have to do with the fact I send very little back. If I abused the situation I might have a tougher time...

Doug...do you always have to deal with the manufacturers?

Author Topic: MoRich Customer Service Sucks (Read 6461 times)

Doug Sterner

MoRich Customer Service Sucks

Stjosephkid

Re: MoRich Customer Service Sucks

Stjosephkid

Re: MoRich Customer Service Sucks

JOE FALCO

Re: MoRich Customer Service Sucks

jkiser01

Re: MoRich Customer Service Sucks

JOE FALCO

Re: MoRich Customer Service Sucks

Nollster

Re: MoRich Customer Service Sucks

JOE FALCO

Re: MoRich Customer Service Sucks

jkiser01

Re: MoRich Customer Service Sucks

Doug Sterner

Re: MoRich Customer Service Sucks

JOE FALCO

Re: MoRich Customer Service Sucks

Bluff

Re: MoRich Customer Service Sucks

jkiser01

Re: MoRich Customer Service Sucks

Brickguy221

Re: MoRich Customer Service Sucks

Old Coach

Re: MoRich Customer Service Sucks

REVOLUTIONS PS

Re: MoRich Customer Service Sucks