I took in our newer tennis racquet to the Bainbridge Athletic Club (BAC) to be restrung and they returned it broken. They have refused to take any responsibility for the damage to the racquet and specifically stated that we either (a) gave them a broken racquet or (b) bought a sub-par (possibly fake) racquet. I was not at the BAC watching the racquet 27/7 so I do not know when or where it was broken (behind the desk or on the stringing machine) but all I do know is that one day I have a excellent racquet (~$200 when first introduced) and now I have a paper weight.
Note: Per the BAC's request, I initially sent to the racquet back to the manufacturer to see if the damage would be covered by their 1 year warranty, but they denied our claim stating that the racquet's specific damage is a not covered by their warranty.
I talked to several tennis pro's at different clubs along the west coast and all of their opinions were that the location of the damage would specially be the result of an error during the stringing process.
After many calls and visits to the owner and GM, the only offer that was given to me was to purchase a new racquet from them at a 30% discount as long as I paid for shipping and stringing. (Sorry, but the stringer will never see any of my racquets again) Thus the math would be as follows: $100 (keeping the math easy) racquet would be sold to me for $70 but I have to pay shipping ($10) and stringing ($30) totaling $110. Where as on one of the major online tennis retail stores the same racquet would be $100 with FREE shipping and Free stringing. Thus, the BAC breaks my racquet and I get the opportunity not only buy a new racquet at my expense, but also be allowed to pay more than what is offered on the current market.
What as happened to customer service? We spend on average $150 - $200 a month there with lessons for our kids but I guess we are not valued enough client admit their error and replacement our racquet. Accidents happen and I know it was not maliciously broken, but if I trust something of value to them I expect them to take care if it or replace it if damaged. (I even offered a credit for classes in lieu of money or replacement racquet - nothing) If that is the case, then my patronage and money will be cherished in Central Kitsap.