quality of service

**AM.** · 20-01-2011, 08:29

Dropped in to report RPM Sports' quality of service.

Contacted them last year requesting spare parts (filled in the repairs form, sent a clarifying email with attached sound file to make things as clear as possible). Got back to mail after vacations -- nothing. Last week sent another email, phoned their office (3 times I think) trying to get in touch with anyone -- Enda, repair guy, anyone who could help -- nothing helped. Noone was available for whatever reason.

Apparently, there seems to be a very large gap between the promises and commitments by RPM Sports (perfect customer service, reply within 24 h etc.) and reality.

**tburke** · 20-01-2011, 08:37

I haven't had any problems with the quality of the service. On the contrary I have always got fast response and repair parts are in my mailbox in five working days. One time I had to send a faulty rotor back (the second rotor I broke) but I understand that this is to ensure my reasons for the parts.

Have you used the right repair request form? (www.powerballs.com/repairs)

I can recommend RPM Sports to everybody!

**AM.** · 21-01-2011, 09:25

So what's the deal with the lifetime guarantee and customer service? Still alive or else?

**bman** · 21-01-2011, 11:16

The service is great I have had lots of balls replaced in the two years I have been spinning

**Adrena1in** · 21-01-2011, 15:34

Originally Posted by AM.

So what's the deal with the lifetime guarantee and customer service? Still alive or else?

Still alive as far as I know.

**Enda** · 21-01-2011, 16:56

Hi Andy,

Welcome back.

As previously advised, if you send the Powerball you deem faulty to us we will be pleased to review the problems with it and repair or replace it as required.

We do suggest that you use a recorded service in order to ensure its sale arrival with us.

If you wish you can direct it to the Repairs Team or to me and we'll ensure that it is turned around as quickly as possible.

Hope you enjoy the weekend Andy, and if you do decide to send the Powerball please let me know and we'll be on the look-out for it.

**AM.** · 24-01-2011, 10:01

As I have explained in my email, the ball that was previously forwarded to your official partner Gross-Snab (Moscow, Russia) for repairs spent 1.5 months there w/o any explanations as to why it took so long. A round-trip to Ireland will likely take more.

Besides, if it is true that you send free replacements to people who dropped their balls w/o demanding to return them or repair payments, why don't you send replacements to people who didn't damage their balls like that? The world seems to be moving away from double standards after all, what about you?

**Enda** · 24-01-2011, 10:15

Andy,

In cases where a person goes through a lot of parts or seems to be reporting a lot of issues with the Powerball, we ask that it is returned to us here in Ireland for review.

A high turnover of parts requests is generally a result of very poor technique, incorrect diagnosis by the customer as to the part (if any) which is required to repair the Powerball, or in certain cases as a result of deliberate damage to the Powerball in order to fraudulently claim parts.

We like to see the Powerball here so that we can evaluate it and offer advice on the correct part (if any) which is required or indeed advice on technique improvements which will ensure a longer life for your Powerball.

If you require any warranty service on your Powerball we will need to see it here in Ireland first to establish the problems with it and/or to advise on technique improvements which may be necessary.

Regards

Enda
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**AM.** · 24-01-2011, 11:16

In cases where a person goes through a lot of parts or seems to be reporting a lot of issues with the Powerball, we ask that it is returned to us here in Ireland for review.

This, apparently, is not my case. The ball in question was in use since September, and the issues are few and, so far, remain the same: parts seem to be not strong and/or durable enough.

Besides, if photos and videos are sufficient proof of achievement for you, why the same doesn't apply to the guarantee? You've got the pics, the sound, and I recall I sent you several videos before as well.

**Enda** · 24-01-2011, 13:31

You reported that there were several issues with the ball and a general dissatisfaction with the quality of the Powerball.

In that case I took a decision that we would need to have the Powerball back here for review.

It is not generally possible to diagnose a prospective problem with a Powerball from a video or image unless an obvious issue is present. In this case I could not see an obvious issue and so have asked that the Powerball be returned.

I'm not continuing the discussion further with you on this Andy - if you want us to repair the Powerball please send it to us in Ireland. I'm not willing to send parts without being able to diagnose the issue, if any.

Regards

Enda
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