**Post Pictures of your cue!**

[rob s]

Master blaster check your facts 1st please, the cue was not 6 months old it was brand new and the splices were lifting on the day I received it after a 9 month wait. It was a 1 piece John Parris special cue and it was the ebony finger splices that were lifting. It was the fact I would have to wait another 9 months or just receive a refund that I was unhappy with, nobody wants either of those options after already waiting 9 months for a cue. In the end after much discussion I agreed to the refund but felt extremely disappointed with the customer service especially considering I had to pay for postage. I've had problems with a brand new 1 piece Crispian Jones cue (loose ferrule) and a brand new 3/4 Robin Cook cue (crack in the ebony splice coming from the joint) but they both agreed to pay for postage and sort the problems out for me asap.....that is proper customer service

[Master Blaster]

same in any venture success breeds complecancy where volume is involved

I agree, but there is also pressure from the accountants, mgrs and bankers to concentrate on what they think is important, pure profit. At least JP made an effort, can you imagine what Aurora would have done? JP still buys and selects the wood and he says he inspects the cues though this may be limited to the JPUs now. Obviously, he's a very busy man in big demand. He can't do everything to be fair and because of that, the odd bad un slips by. But what if the cue began splitting in the transit, after it was inspected? I'm not saying that was the case, just thinking aloud.

Why would the splices split so early, not enough glue, not flat shaft, not flat spices? Poorly made, quickly made, not enough clamp time?

[golferson123]

**Post Pictures of your cue!**

same in any venture success breeds complecancy where volume is involved

[Master Blaster]

Trouble is with the the bear not having a hand in any cue making these days there's going to be some dodgy ones leave the workshop as we've seen of late. And with orders flying into his business making him fast money I'm pretty sure quality has to take a back step a few times.

Yep, he's gone corporate, that's the problem. But the cue makers and the person passing the cue on inspection failed badly. It's largely about turnover with Parris Cues now unfortunately. Peradon are another case history example. I'd still like to know the splices though.

[Leo]

Trouble is with the the bear not having a hand in any cue making these days there's going to be some dodgy ones leave the workshop as we've seen of late. And with orders flying into his business making him fast money I'm pretty sure quality has to take a back step a few times.

[Master Blaster]

Fair play Bill, my bad in forgetting the original post. Yes, under the SoGa JP should have offered what CAB describe:

If it isn’t, you can usually get one of the following:

a repair
a replacement
your money back (a refund)
some of your money back.

JP offered him a replacement or refund. He doesn't have to offer a repair if he deems it uneconomic. JP complied with the law so I fail to understand the customer's beef with JP's service. What's disappointing are the splices lifting to begin with, I can understand the customer's frustration with that, given JP's rep. I guess that the cue arrived through the post because it would have been obvious at JP's shop? It's always a good idea to go to the shop and test the cue, so that JP can address any faults there, that's partly what the shop is for, to test the cue, that's part of the price you pay to JP. However, whoever inspected this cue before packing needs a word.

I'm curious as to the splices, what were they?

[billabong]

Yep. That would appear to be the correct thing in order to regain the customer's trust.

A good business would in my opinion, be thinking about the long game here

( thinking he'll come back for more cues in the future ).

Hopefully too, it's a rare thing to happen, so the freebies & re-work won't impact too much on the day to day running of the business.

[Neil Taperell]

So in my opinion the customer service in this case would be.......

1- Send the cue back at cue makers cost
2- Repair the cue as quickly as possible
3- Send the cue back to the seller on overnight delivery
4- Throw a few freebies in with the cue.....cue towel , tips etc .

Job done

Everyone is a winner

[billabong]

Hardly dear boy, hardly. I have assumed that the cue was 6mths or older when it split and here's CABS interpretation of the SoGA:

Hold on there MasterBlaster. If you read through Rob's post, why assume the cue was 6 months old , or older ?

I had a John Parris special that cost me over £500 and the splices were lifting when I received it so I find your post hilarious, hopefully it was tongue in cheek!
Also instead of offering to make me a new cue straight away when I told him about the splices lifting John said I would have to wait all over again, or I could just send it back to him and he'd give me a refund, poor customer service IMO

[Master Blaster]

In fairness, you are mixing facts with your own opinions.

The law is there to protect consumers, and as such, will often come down on the side of the consumer.

Anyway, I would be surprised if Mr Parris did not fully resolve any issues someone had, his customer service is generally very good from what I have ever heard.

His service is patchy. They don't answer emails or update orders. Dreadful.

But the OP was offered a refund or new cue so I see no problem. The offer of a repair would have been nice as well. How much extra time would it have taken to reglue one splice Trev? I'm guessing that if the splice has curled, it's a no hoper and it would have required new wood, which may not have matched? I wonder if it was snakewood! lol

[Master Blaster]

Sorry Master Blaster, but you're wrong, to the point of being either ignorant, or imbecillic!!!

Under the "Sale of Goods Act 1979" goods can be returned, and a full refund claimed, if the goods are;
1. Not of satisfactory quality.
2. Not exactly as dedcribed.
3. Not of satisfactory appearance or finish.
4. Not fit for purpose.

Were you playing truant, at law school, the day they were teaching law???

Hardly dear boy, hardly. I have assumed that the cue was 6mths or older when it split and here's CABS interpretation of the SoGA:

You bought the goods more than six months ago

If you received the goods more than six months ago, you can ask for a replacement or a repair as long as it's reasonable for the goods to have lasted this long. But you will have to be able to show there was something wrong with the goods at the time of sale.

You can ask for a repair or replacement at any time up to six years after you bought the goods as long as it is reasonable for them to have lasted this long. If the goods go wrong after six years, you no longer have the right to ask for a repair or replacement. So the OP could ask for a refund or replacement but if the cue was 6mths or older (maybe the OP can inform us please?), JP could offer a repair and refuse both a replacement and refund. JP doesn't have to repair the cue if its uneconomic either (according to CAB). And essentially, he felt it was too much hassle, so he offered a new cue or a refund. He's complied with the law and more, so he's a top bloke for that.

I'll say the obvious again, JP did all he could. The OP wanted a new cue made immediately, which is unrealistic. Particularly as the wood has to be planed in stages.

[trevs1]

You're right about the particulars of the SoGA, but interpretation is the key. Let's say the goods arrived in good order, as ordered, satisfying points 1-4 (thought many anti-JP will argue no JP cue can ever satisfy points 1-4 lol). Then the cue was played with and began splitting. JP could honestly say, my team make great cues, this doesn't happen, did you whack the cue butt (as many a player does). The OP would say, no I didn't whack it. JP would then have the options of repairing the cue if he wanted as the cue is now used. He could also replace or offer a refund at HIS discretion. Sale of Goods is important but so is the law of distant selling if ordered over the internet. I bet there's an entire thread on this particular cue somewhere, no doubt it has been discussed, a lot!

If I go to sportsdirect and buy a pair of trainers and they split after three months, I take them back and say oi, your trainers are crap. They say hmmmmmmm and give me the stare. They eventually replace them because repairing them would be uneconomic, the factory is in Thailand, probably the same one making all those Thais cues with different badges. But they could repair the shoes if they wanted, it's their option. Case 3: my mate bought a very expensive amplifier from Richer Sounds. It stopped working after half a year, and they repaired it. It was sent to their UK repairers and fixed. They didn't offer a refund or a replacement.

In fairness, you are mixing facts with your own opinions.

The law is there to protect consumers, and as such, will often come down on the side of the consumer.

Anyway, I would be surprised if Mr Parris did not fully resolve any issues someone had, his customer service is generally very good from what I have ever heard.

[les147]

Joints and glue aren't my first choice but angel ash may overcome those problems. And cut, planed and glued by Parris is different to glued by any other cue maker. This is Parris we're talking about, ultimate craftsmanship!

What a crock of s**t

[Shanizzo]

In law he doesn't have to offer you a new cue or a refund, he could have simply offered a repair as you'd used the cue I'm guessing. So what you got was actually very good customer service. A lot of cue makers like Aurora would have done nothing for you at all.

Sorry Master Blaster, but you're wrong, to the point of being either ignorant, or imbecillic!!!

Under the "Sale of Goods Act 1979" goods can be returned, and a full refund claimed, if the goods are;
1. Not of satisfactory quality.
2. Not exactly as dedcribed.
3. Not of satisfactory appearance or finish.
4. Not fit for purpose.

Were you playing truant, at law school, the day they were teaching law???

[Master Blaster]

I've never played snooker in tight pants and neither has my boyfriend!

hahahahaha! Quality retort. A bit like your cue; a quality retort to the Parris naysayers. Don't let your boyfriend use that cue! He can order his own and wait three years instead.