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View Full Version : My Meucci Nightmare



Wayne_Schmidt
03-17-2004, 01:59 PM
While I thoroughly enjoy the two cues I ordered from Meucci Originals,
the process of obtaining them was nothing short of a nightmare.

Eleven times I had the delivery date delayed, resulting in an order
that I was told would take four weeks to fill taking over five months.
I was sent cues I didn't order and had to return. I was sent cues
with warped shafts. I received one cue that was damaged in shipping
because of too-light packing. Shipments were delayed because the
person taking my order made a mistake with my credit card. Records
about the order were lost or misplaced. On and on it went. Every
time I thought everything that could possible go wrong had done so,
Meucci found another way to mess things up.

If this sounds bad, it's only a shadow of the complete horror story
about this order. If you are interested in the whole story you can
read it, and Bob Meucci's response to a letter I sent him about the
order, on the Billiards page on my website This and That (http://www.waynesthisandthat.com).
But don't do so unless you have a stout heart.

Other new articles on the Billiards page include a link list to seven
billiard forums, a radical cure for sweaty hands, the results of
testing five Meucci Blackdot Bullseye shafts for straightness, and a
test of a very strange experimental cue tip.

Predator314
03-17-2004, 02:39 PM
You must have wanted that Meucci bad!

I would have never put up with that kind of incompetance. I believe I would smack the UPS guy too.

tateuts
03-17-2004, 02:41 PM
Wayne,

There are custom cue makers and there are not. Meucci is not. They are a volume sales and marketing organization with a great service and repair department.

I think Meucci made a big mistake in agreeing to customize their cues for you in the first place, and you made a mistake thinking it was going to be an easy process. Look how much time you both wasted.

Do you think they want to sell hybrid production bastards onesie-twosie? Of course not. They tried to be nice and accommodating to you. They should have just said "no".

Mark has always been super efficient with me, and Darrin too. These are two first class representatives. Each of them has gone a mile for me many times. One time I called their repair department and said I needed a rubber bumper but wasn't sure of the style. The woman I spoke with grabbed about 5 different styles up to 20 years old and mailed them to me. NO CHARGE!

A few years ago Meucci's repair service was poor. Now, they've got it going and they've been doing a great job for me. I've ordered dozens of replacement shafts from Meucci and had them do repairs for me. I have never once received a warped shaft(although I never have ordered a black dot). I usually have the shafts within 10 days even for designs that were discontinued 20 years ago.

While I think they over extended themselves dealing with you and handled you order poorly, I also think you are over zealous in your complaint.

Neither of you look good in this light.

Chris

ChumleyEX
03-17-2004, 03:53 PM
LOL! He might as well not even buy one of the cues. They offer to make cues, and they offer to make a cue for you. So how could this guy be wrong, he tried to purchase what they have to offer. Nothing wrong with that.

tateuts
03-17-2004, 04:28 PM
You're right. He should not have ordered the cues. I don't see where they offer to glue the butt of this cue to the handle of this cue to the forearm of this cue.

This gentleman set himself up for disappointment.

Chris

Ralph S.
03-17-2004, 04:44 PM
Hello Tateuts. While I am not a Meucci advocate, I beleive that if Meucci said they could and will make the cues, then the sole responsibility falls on Meucci. The buyer should in no manner at all be considered at fault be it partially or soley. The fault is squareley on the shoulders of Meucci.

I am not saying this in bias. I would say the same if it were McDermott, Viking, or whoever else said they could make the cues.

woody_968
03-17-2004, 05:18 PM
I too am having trouble seeing what HE did wrong? If a company says they will fill an order, you expect them to be able to fill the order. I have not read all the problems he has posted on his site, Im sure there were many delays that could have been avoided. But to tell someone that HE did something wrong in ordering the cue is, well, wrong /ccboard/images/graemlins/grin.gif

Didnt I hear somewhere that Meucci was strying to get more into the "custom" end of the business?

justbrake
03-17-2004, 06:32 PM
i ordered a cue from a dealer(off ebay) and he put in a order for me and it took three months to get it from meucci and tomorrow it will go back for 2 warped shafts and to reseal the butt(wrap) of the cue where chalk is getting under it and this is a sealed wrap.so i'm sure there are others out there! with problems from meucci that we haven't heard from.

PQQLK9
03-17-2004, 08:40 PM
WOW! You really went through a lot Wayne, I hope you continue to enjoy your cues.(did Muecci ever respond?)
Oh by the way...Nice Web Site.

Tom_In_Cincy
03-17-2004, 10:34 PM
Wayne,

You might want to join a consumer group. Anyone that would put up with what you did needs a group for help.

Maybe your next post will be about something POSITIVE..

What's that old saying? "you never get a 2nd chance at a 1st impression"

stickman
03-17-2004, 11:07 PM
I was thinking of the old saying: Fool me once, it's their fault. Fool me twice, it's my fault. /ccboard/images/graemlins/wink.gif

Tom_In_Cincy
03-17-2004, 11:08 PM
I was thinking the same thing Stickman.. LOL

tateuts
03-18-2004, 12:21 AM
Confucious say:*

Who bigger fool? Elephant who say he can swim like swan, or man who believe him?

Confucious

*(actually, tateuts say it)

bigalerickson
03-18-2004, 01:29 AM
To me this is a perfect example of why the internet provides some really wonderful information.

If this gentleman wanted to find out more about the general populace opinion on Meucci's cues and their service, he could have posted before his purchase and gotten some pretty well founded intelligent opinions.

Considering how much commerce is done over the internet and the availability of people's honest opinions, I am not as sorrowful as I might have been if this info wasn't available or he was ignorant to the fact that it was.

If Joe Bloe had met a Meucci rep at a tournament, and seen "the machine" and then told he could get a custom cue, I would think that to be high reasonable to be upset when he is let down by the manufature. The fact is that this whole thing was most likely done completely over the internet and there are opinions on many such companies that are more than readily available.

So, while in other situations I would disagree with Chris, considering all fo the facts: This gent was only a few mouse clicks away from some pretty solid information on what certain manufactures are capable of.

I had a similar experience with a custom chess set, but I'll save that for another time.

Happy St Patties day everyone.

peace,

Alex

bigalerickson
03-18-2004, 01:37 AM
Hi Wayne,

Welcom to the CCB. We are a pretty friendly crowd (but you'll soon see that there are no meucci fans on this site (that I've heard from at least).

So, please join us in good hearted discussions about pool.

I looked over your site, and you have a plethura of info there, very impressed with that. I'll be sure to spend a bit of time snooping around.

Anyway, I hope you stick around, you seem like you might have some good stuff to add.

Sorry about the bad experience, but I'm glad you've got the cue u've want, that's all that matters in the end (or so im told).

Peace,

alex

dooziexx
03-18-2004, 10:04 AM
You have to admit that his Meucci Nightmare article is very thorough with dates and times. I also liked the way he wrote the letter to Bob Meucci... very classy...

Pelican
03-18-2004, 10:26 AM
<blockquote><font class="small">Quote tateuts:</font><hr> Confucious say:*

Who bigger fool? Elephant who say he can swim like swan, or man who believe him?

Confucious

*(actually, tateuts say it)

<hr /></blockquote>

After reading the web site I believe Meucci was the elephant. If I go to the Ford dealer and say I want a new pickup but with a Dodge Hemi engine and he says "sure, we can do that" and takes my money it's not my fault if he can't deliver - especially at the specified time. I'm a Meucci dealer. I ordered a 97-32. Took 15 MONTHS. (And that's a catalog item.) /ccboard/images/graemlins/crazy.gif

ChumleyEX
03-18-2004, 01:03 PM
<blockquote><font class="small">Quote Ralph S.:</font><hr> Hello Tateuts. While I am not a Meucci advocate, I beleive that if Meucci said they could and will make the cues, then the sole responsibility falls on Meucci. The buyer should in no manner at all be considered at fault be it partially or soley. The fault is squareley on the shoulders of Meucci.

I am not saying this in bias. I would say the same if it were McDermott, Viking, or whoever else said they could make the cues. <hr /></blockquote>


DAMN STRAIGHT

boalt06
03-18-2004, 01:27 PM
All right,
I think I see what the problem is:
TateUts arguments rests on the premise that Meucci is not a custom cue maker; they are a large scale production company. Since they do not present themselves as such, or advertise the service Wayne requested, they did not make an offer. Rather, Wayne made the offer/propositon by asking Meucci do go out of their way and do something they do not ordinally do. They did this as an accomadating favor. Thus, Wayne should not have been suprised when the operation did not go so smoothly since, it is not part of their daily routine. And rememebr, in the strict sence, Wayne made the offer (i.e. will you do this procedure for me), not Meucci. IT would be different, if on the website, it said somethink like Meucci Custom Cue Specialists, we offer X services, and then Wayne requested X.
I hope this makes things clearer. Also, I hope I presented TateUts' arguement correctly.
-_Erick

tateuts
03-18-2004, 03:18 PM
Erick,

Thanks you for the defense. Your training is coming out strong, counselor!

Actually, I am mainly irritated by the type of customer this person is.

I won't defend poor service. I think he got pathetic service by Meucci. They should have told him they weren't interested. Instead, I think they were hoping he would go away.

As a business owner, this is the type of customer you dread walking through your door. Here's what I mean. By his own account, he investigated over 140 maunfacturers web-sites, ponders his vast array of choices. Bear in mind we're talking about a guy basically buying two mid to low priced production cues. He spends countless hours researching his purchase, probably consulting numerous companies and considering a dozen different, equally poor ideas. He comes up with some hybrid cues for whatever reason, then uses this site, A-Z billiards, and his own site to exact revenge on Meucci when they don't perform. He even builds a machine to measure shaft warp against typical industry tolerances. Geeze!

I think that he found out elephants really don't swim like swans even if they say they can. When you're the guy riding on the back of the elephant it's probably a good idea to check other sources before jumping in the lake!

They deserve each other!

Could any of us told him this wasn't a good idea in the first place. I think we all would have all called that one.

Would he have believed us?

Probably not.

Chris

Nick B
03-18-2004, 03:45 PM
I'll go one step further. The man obviously knows what he wants...period. Let's say for the sake of argument that both cues came in on the first go around:
1. On Time (relative to promise)
2. As ordered (Details, color, options etc)
3. Not damaged.

4. With a 0.015" wobble in the shaft.

Now this might be within the Cue makers quality threshold...but not the end customers. Now what?
/ccboard/images/graemlins/confused.gif
I don't think I would want this guy as a customer at any price.

Nick


Once had my cue guy make a shaft that was 1/4" short...and replaced it. No Charge

SpiderMan
03-18-2004, 04:40 PM
I'm also of the opinion that Meucci was the main problem here. Sure, it's not a good idea to order anything custom from Meucci, but if I ask "can you do this", and their salesman says "no problem, you'll have it in X weeks", and he debits my credit card, then I am entitled to expect he will perform. After all, it is he and not I who should be the authority on what is and isn't within his capability.

Anyway, after reading the story on the web site, it appears that actually fulfilling the promised order wasn't out of reach at all - it was more the repetitive errors, poor customer service, and deliberate runarounds from Meucci that dragged everything out.

SpiderMan

JTS_Brown
03-19-2004, 07:47 AM
I see nothing wrong with using the web to share experiences good or bad. I appreciate the info. I don't see fault with the customer at all. After all the grief, the shaft better be straight! I would think a custom order would get a little special attention and be held to the highest tolerances. Looks like the only way to buy a Meucci is from a dealer with the cue in stock.

Wally_in_Cincy
03-19-2004, 08:20 AM
<blockquote><font class="small">Quote tateuts:</font><hr>
...Actually, I am mainly irritated by the type of customer this person is. ....
<hr /></blockquote>

I 'm not going to defend Wayne or Meucci, just share a thought.

I used to work for a furniture manufacturer. We had standard items but we also made custom stuff. The custom stuff got us a lot of business but we did not make much money on it. And we had some customers that ordered almost everything custom.

Eventually the geniuses in management decided to actually make a profit on the custom jobs. They essentially doubled the price. It drove off some of the customers who ordered almost everything custom but we were not making money off of them anyway.

My point is this. Meucci should have said "sure we can make it but it will double the cost of the cue". And if the customer agreed they should have gone out of their way to make it right because they were getting paid extra to do so.

tateuts
03-19-2004, 10:12 AM
<blockquote><font class="small">Quote Wally_in_Cincy:</font><hr>
...the geniuses in management decided to actually make a profit on the custom jobs. They essentially doubled the price. It drove off some of the customers who ordered almost everything custom but we were not making money off of them anyway.

My point is this. Meucci should have said "sure we can make it but it will double the cost of the cue". And if the customer agreed they should have gone out of their way to make it right because they were getting paid extra to do so. <hr /></blockquote>

So, you know what I mean from the other side of the counter. I agree that pricing should be higher for special orders. But my feeling is Meucci is not prepared to competently deal with custom orders in an efficient manner, so they should not have accepted the order in the first place.

There is a lot of business I turn down because it is not in my company's best interest to accept it - it's just out of our realm of expertise and unprofitable. It took me many years of business experience to get to the point where I did have the self-discipline to turn business down.

Some customers graciously accept that fact, others are a little put-off by it. Some actually beg me to handle something for them, and I hate to say it but I usually do it for them when it get's to that point - but then it's no longer business, it's now "a favor". But I won't do a half-ass job no matter what the profit is!

I have found it is easier to be competitive, successful, and profitable in business by zeroing in on your strengths than by trying to be all things to all people.

Sometimes, "just saying no" is the best answer.

Chris

Pelican
03-19-2004, 10:30 AM
Bob and Gail are great folks. They have some staff problems that need to be resolved.

justbrake
04-23-2004, 07:28 PM
<blockquote><font class="small">Quote justbrake:</font><hr> i ordered a cue from a dealer(off ebay) and he put in a order for me and it took three months to get it from meucci and tomorrow it will go back for 2 warped shafts and to reseal the butt(wrap) of the cue where chalk is getting under it and this is a sealed wrap.so i'm sure there are others out there! with problems from meucci that we haven't heard from. <hr /></blockquote>


meucci redone my cue butt and it looks good now,I havn't checked the shafts and hope they took care of it also! this is the way it should have arrived in the first place but I am greatfull that it was redone and just thought it should be mentioned as a follow-up to this post.

Tiabin
04-25-2004, 02:15 PM
Guys... don't buy Meucci's off of ebay. Infact, I wouldn't recommend buying ANY cues off of ebay...
This is straight from meucci's website:
"Meucci will not warranty EBAY cues!
You will probably be buying stolen property
or factory rejects meant to be destroyed."

Meaning if you buy from ebay you have no guarantee that it'll even be finished... for all you know you could be buying some total piece of crap that there is NO chance of you getting fixed without paying a boatload. /ccboard/images/graemlins/shocked.gif

SpiderMan
04-26-2004, 09:16 AM
<blockquote><font class="small">Quote Tiabin:</font><hr> This is straight from meucci's website:
"Meucci will not warranty EBAY cues!
You will probably be buying stolen property
or factory rejects meant to be destroyed."
<hr /></blockquote>

Makes no sense at all. I wonder if Meucci has an axe to grind with Ebay? If I sell my Meucci cue on Ebay, I'd hate to think that anyone would believe it is stolen just because of a dumb statement on the factory website.

BTW, from what I've read from users, Meucci doesn't warranty ANY cues /ccboard/images/graemlins/wink.gif

SpiderMan

Qtec
04-26-2004, 09:31 AM
I play with a Meucci 97/15 red Dot and it plays fine.

The thing about production cues is that they are NOT all the same.
I dont know about Meucci but when i was selling snooker cues, from a shipment of 20 cues[ all the same model] usually20/25% went straight back. From the whole bunch you maybe had 5 that were almost perfect.

If you have a good Meucci, I,m sure you have a good cue. JMO

Q

Popcorn
04-26-2004, 06:36 PM
That makes no sense just on it's face. The guys that sell on ebay are the same guys with web sites that sell discount and may also have a regular supply somewhere you can walk into and buy. Meucci cues can be bought, from what I remember, for as much as 65% off retail meaning you can sell at a pretty good discount and still make a profit. The cues on ebay are the same cues you find anywhere else. The problem Meucci is probably having is, with their cues being so discounted on the net, it is hurting dealers. Someone pays $400. for a cue and then finds it on the net for 25% less and comes back to the store and complains.

justbrake
04-26-2004, 06:38 PM
<blockquote><font class="small">Quote SpiderMan:</font><hr> <blockquote><font class="small">Quote Tiabin:</font><hr> This is straight from meucci's website:
"Meucci will not warranty EBAY cues!
You will probably be buying stolen property
or factory rejects meant to be destroyed."
<hr /></blockquote>

Makes no sense at all. I wonder if Meucci has an axe to grind with Ebay? If I sell my Meucci cue on Ebay, I'd hate to think that anyone would believe it is stolen just because of a dumb statement on the factory website.

BTW, from what I've read from users, Meucci doesn't warranty ANY cues /ccboard/images/graemlins/wink.gif

SpiderMan <hr /></blockquote>

there's this site (wholesalebilliardcues)where he orders them from ebay bidders and meucci ships them directly to you, I don't think he has them in stock! but not sure the one I ordered took a couple of months and they complained that they had to set up the computer for there cnc machine and was a little pissed at so so ,

http://www.wholesalebilliardcues.com/Default.asp

but the guy that orders them is a real nice person to do buisness with.

justbrake
04-27-2004, 12:17 AM
maybe this is true, look at one of his feedbacks maybe they are seconds!
http://cgi2.ebay.com/aw-cgi/eBayISAPI.dll?ViewFeedback&amp;userid=wholesalebilliar ds2_all

Fat Ivory
04-28-2004, 12:02 PM
Wayne,
You and meucci deserve each other. For you to tolerate that treatment is a sad endoresement of a terrible bit of service. But this episode goes further and seems sort of kinky; as if you actually embraced this level of service and meticulously recorded the details for access to future self-abuse. That you did not cencel this order says far more about you than any statement on meucci. Simply pathetic.
But, to your credit you posted this stuff, probably in hopes that those who read it do not behave as stupidly as you did.

bluey2king
04-28-2004, 12:17 PM
FYI.
When I was shopping for a cue I called Meucci. They told me that a bunch of their (seconds) cues that were Not for sale were stolen and that they were showing up on ebay. I ended up buying a Lucassi and I am very Happy with it.