Author Topic: Experience at USBC booth... (Read 6061 times)

tenpinspro · « **on:** May 22, 2007, 05:52:51 AM »

Hey there guys/gals,

Just sharing my experience at the booth at the USBC open.

shipper50 and I walk up to the booth to try and weigh his ball. He uses "Tom Thumb" inserts but forgot them in his room at Circus and he had his knee swell up on him so I didn't want him to walk back and forth.

Initial encounter walking up to a blond at the booth:

Me: Hi, I'm Rick Leong from Ten Pins Pro Shop in Alameda, California and Track Staff. Can you tell me if Jason Wonders' email account is working correctly? I sent him an email about a month ago trying to ask for pro shop pricing for a Centaur AMB particle (I wanted to try and see if I could just open up the lanes (too late...bowled last week..) from what I heard about this ball).

Blond: (confused look on her face) I don't think we have a Jason Wonders working for us. You sure that's his name?

me: ummm..Yes....(confused look on my face now) uh..oh

Blond: Let me ask Frankie.....(goes into the back, talks to Frankie...comes back out)

Blond: Go talk to Frankie...

me: okay, thanks....(I proceed to the back where Frankie is drilling a ball) Introduce myself again...Hi Frankie, Is Jason's email working correctly? Does he still have that same account?

Frankie: Heard you had a problem with Jason.

me: No problem, just checking to see if his email account that's listed on the website is correct? I asked for yada,yada,yada....we all miss stuff from time to time being busy and all, I understand.

Frankie:I'll tell him he messed up....what do you need?

me:I wanted to try to the Centaur AMB...yada,yada

Frankie: Oh no, you don't need that...too much ball out here.

me: yeah maybe but Frankie you don't know my game. How much tilt I have or what my game is like these days...

Frankie: oh, you don't need that. You need that Ogre out there for $139.95...

me: Frankie, I'm in the business...I own a shop...(just told him that 20 seconds ago)

Frankie: oh, okay....I can give you this (yada, yada)

me:Ummmm.... (with no disrepect) Okay Frankie, thanks for your time....(tells the blond to give me his card, she does)

me: shipper, let's go to the Ebonite booth, that's my new family now.

Go to Ebonite, introduce myself to Mr Calhoon (great guy btw).

They said they didn't have "Tom Thumbs". Told us to see the Visionary booth. Told them we didn't get much help there but if we get the thumb insert, they'll help us weigh the ball (that's all me and ship wanted).

Second encounter at Visionary: Doh! I see some Tom Thumbs right in front of me(I was a little hung over from the day before).

me: Talking to the blond....excuse me, can I borrow this sleeve for a second and I'll return it?

Blond: Turns her head to watch the screen at the Banger booth...

me: excuse me...

shipper50: (started packing up his stuff) Rick, let's go...she heard you...

me: (being dingy)...huh?

shipper50: Let's go Rick, it's alright, we'll go somewhere else...

That in a very long typed out version of what happened....I apologize for the length but it sums up my experience at Visionary. I met and bowled with Rich and John in Wisconsin 20+ yrs or so ago (I like them and respect them very much)...I like their philosophy but this was not good....

--------------------
Rick Leong - Ten Pins Pro Shop
Vise Inserts Staff
Dexter Advisory Staff

Tag Team Coaching - Co-Founder

See profile for Track Ball videos

*El Presidente of the Track Legion

VBPadvertising · « **Reply #31 on:** May 25, 2007, 04:08:59 PM »

Hi Charlee,

I don't really know what to say, other than I'm sorry. I pulled your file, and it did contain the work order for the 14.5lb AMB Solid with the pin out 3". We don't normally make midweights, so any time there is a special order like this, especially with specific specs on pin location as well, it could take 3-4 weeks to get the ball produced depending on how the order lands in comparison to the pouring rotation.

Our records indicate that you called us 9 days after placing the order, and stated that you would take a 15lb Frankie May with the same pin placement. It also states that at that time the closest thing we had was pin out about 3.5", and that Betsy called and left a message on August 18th to verify that this ball would be OK. It may not have made any difference to you, but there are a lot of pro shops and members who for one reason or another would rather wait and get one right at 3". This is the reason that we always attempt to call and verify that what we have on hand is close enough (if it doesn't match the requested specs). It is also the reason why we do not charge anyone for an order until the ball is ready to be picked up by FedEx, and why your credit card was never charged for the order.

I don't know exactly how this situation played out, but at that time our secretary had to be hospitalized twice due to a pretty severe illness. It is possible that the day after she made this attempt to call you was when she got re-admitted to the hospital. Either way, we dropped the ball, and failed to follow up on your order, and for that I apologize again.

As far as the email goes, I will try to locate my response to your email. If I came across as rude, I can say with all certainty that I did not mean to. I am sure that I was just trying to express the fact that if you place a special order, especially with multiple specs, it sometimes takes a while to get done. Our pouring machines do not let us pour individual balls, and with a multi color ball, it cannot be poured by hand. An order such as yours, has to wait until our pouring rotation gets back to that particular style of ball.

Again I apologize,
Jason Wonders

MC · « **Reply #32 on:** May 25, 2007, 04:27:37 PM »

Nice explaination of what goes on "behind the scenes". I have often wondered how special orders were done. Jason, I do want to Thank you again, for you taking your time on here to answer all of our questions and some of the complaints. It would be easy for you to sit back and "ignore" these complaints, to me this is a good example of customer service.
--------------------
Perfection is not attainable. But if we chase perfection, we can catch excellence.
-Vince Lombardi

VISIONARY TEST STAFF 07/08

charlee323 · « **Reply #33 on:** May 25, 2007, 10:14:28 PM »

Joe,
This was July and August of 2006.

Jason,
Ordered on 7/27/06.
Called and changed to 15lb amb solid or frankie may on 8/9/06(Betsy had called and said it would be several more weeks before they could fill my special order).
Never received the 8/18/06 message from Betsy.
Regarding special order balls with certain specs: Before I signed up Betsy told me that what I was asking for would be no problem, and you had never had a special order take over four weeks. So this is the service I thought I would be receiving and it didn't happen.

I just stated my experience with VBP to the rest of the ballreview members. I still believe VBP makes a quality product, but for me this will always leave a bad taste in my mouth.

Edited on 5/26/2007 2:02 AM

TTforshort · « **Reply #34 on:** May 25, 2007, 10:30:15 PM »

I also had a bad experience with Frankie at Reno. Maybe he was busy, I don't know. It appeared he was talking with another staff member. I asked about Linds shoe inserts and he answered very curtly and walked away. I was prepared to buy a Frankie May.

Later that day, no one would even talk with me. I left and bought a Absolute Inferno from Brunswick.

After Jason's responses here, I will give visionary another chance.

TT
--------------------
"Following the course of least resistance makes for crooked rivers and crooked men."

tenpinspro · « **Reply #35 on:** May 29, 2007, 11:14:38 AM »

Hey guys,

Just to help clarify a couple of things. I'd like to publicly apologize to Jason Wonders regarding this post. It was NOT my intent to try and make Visionary look bad in any shape or form. This also has nothing to do with their quality of products. I was just commnicating my experience which I feel this blond did not give justice to what the Visionary name holds (or any manufacturer for that matter). I've always had and will have nothing but the utmost repsect and admiration for the Wonders family.

Jason and I have spoke thru a couple of pm's and I have communicated to him my feelings on this, all is fine. I never was truly mad, I was more stunned then anything that this blond didn't even know Jason and the fact that she blew me off...lol You can ask shipper, I kept saying "wow, she just blew me off...lol"

In regards to Frankie, I also hold him in high regards. He was busy, that's all. Frankie's been at this probably before I was born and one day I will probably be him...

Hope this helps set the record staight, thanks.
--------------------
Rick Leong - Ten Pins Pro Shop
Vise Inserts Staff
Dexter Advisory Staff

Tag Team Coaching - Co-Founder

See profile for Track Ball videos

*El Presidente of the Track Legion

Edited on 5/29/2007 11:14 AM

Xfest · « **Reply #36 on:** May 29, 2007, 12:25:55 PM »

Jason,

I was just wondering, are you guys releasing any new products near Bowl Expo. Because I was thinking if I became a test staff member, or split it with my pro-shop buddy, if we could wait for the newer releases before getting our balls or not.

I was going to go ahead and do the 2 orgres and the Immortal Pearl, just wondering if anything else is coming out near bowl expo time. Thank you.
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http://www.kennyskidmorebowling.com/forsalepage.jpg
Balls for sale, check them out! Great prices as well!

VBPadvertising · « **Reply #37 on:** May 29, 2007, 12:59:17 PM »

Hi TT,

I am sorry that you had a bad experience. Frankie is usually pretty busy at the booth, but again, that is no excuse for leaving someone feel unappreciated. Hopefully over time we can earn your business, and loyalty back.

D Pat,

While it's not the norm, we do occasionally pour single color balls by hand. We use this method to make our test samples, and occasionally special order balls. We don't like to make production balls or special order balls this way, because cosmetically the pearl or color patterns do not look the same as machine poured balls, but on some occasions we have made them by hand for orders.

Rick,

I appreciate your response. It takes a truly decent man to make a public retraction or apology, and I thank you for that. Hopefully we can make up for these errors, and get them corrected before they happen again.

PS check your messages. I need to get some information from you.

Kenny,

We are working on several balls for the fall releases, but at this time I am not sure which if any of them I will have at Bowl Expo. Do me a favor, and email me at vbpadvertising@aol.com and we can discuss your options and your involvement with the pro shop.

Thanks again,
Jason Wonders
Visionary Bowling Products

Nicanor · « **Reply #38 on:** May 31, 2007, 10:57:10 AM »

Jason,

I just got back from Nationals and forgive me that I forgot the names at the Visionary Booth with the exception of Frankie. Frankie was there as well as two othr employees, maybe Ramiro and Ed.

The first day I went to the Visionary booth Frankie spent a great deal of time helping me with a ball and layout for a ball for my Son. He layed out a Orge though didn't drill the ball because my Son was back in San Diego. Frankie spent sveral minutes going over a couple of the bowling balls I was considering for a medium to heavier oil but not heavy oil specific.

Though spending time with me, he was still attentive to all other customers walking up asking questions. Overall, it was a great experience.

It was so good, that the next day I went back to buy the Blue AMB Centaur for heavier oil for myself. I think it was Ed (big guy at the booth) who helped me layout the blue AMB Centaur for heavier oil but also for medium heavy so that I might get a little more use out of the ball. Another great experience.

So much so, that the third day I went back to the Visionary booth to buy a pearl Ogre or Immortal for my Wife. Again, I think t was Ed who helped me. We needed a 13 LB ball and though he spent a good deal of time trying to find me a pearl or solid Ogre or Immortal unfortunately there was none in stock and I didn't get a chance to find her a ball. Though he still was very helpful.

I believe the third person I was talking to was Ramiro. we spent a few min utes taking and he was very personable. When Frankie was busy we talked about the different weight blocks and coverstocks. He would remember because we spent a little time talking about weight lifting and forearms.

I went back to to the Pro Shop area sveral times and without question, the Visionary booth was always the busiest and there was always potential customers there.

It was a great expereince. I throw mostly Lane 1 and I did not own a Visionary ball till this experience, so thuis is not from a Visionary rep.

Barry Brown
San Diego Traveling Ambassador to Bowling
--------------------
Nicanor (Ten On The Deck)

Wytrbbt · « **Reply #39 on:** June 22, 2007, 11:56:23 AM »

I wanted to post and add some depth to the positive side of Visionary Bowilg Products customer service at nationals.

I have been going to nationals since 1992, and it was not long after that when I met Frankie May, (he was with Hammer back then). This guy has always gone the extra mile for me, and many others that I know, who have gone to his booth.
When he made the switch to VBP, so did I. I have 6 VBP balls, including the Purple, and Orange Ogres that I picked up this past year.

I have never had anything less than exceptional service from Frankie, and the VBP staff. I also would say that if I had a less than stellular experience in the near future I have 15 years of good experiences that would certainly overshadow a poor one.

I am not saying that shipper, and tenpins did not have a bad experience, but I am saying that it is not truly charactaristic of VBP, or their reps. Lets not be so thin skinned that we let one poor representation finish our relationship with a company that does not usually exhibit poor behavior.

Please lets also keep in mind that as we go to nats, we are there for the enjoyment, and they are still working, usually at a faster pace than our home pro shops do. We have all have bad days at work, and you may have just been there on a bad day.

Author Topic: Experience at USBC booth... (Read 6061 times)

tenpinspro

Experience at USBC booth...

VBPadvertising

Re: Experience at USBC booth...

MC

Re: Experience at USBC booth...

charlee323

Re: Experience at USBC booth...

TTforshort

Re: Experience at USBC booth...

tenpinspro

Re: Experience at USBC booth...

Xfest

Re: Experience at USBC booth...

VBPadvertising

Re: Experience at USBC booth...

Nicanor

Re: Experience at USBC booth...

Wytrbbt

Re: Experience at USBC booth...