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Address: 15690 N 83rd Way, Scottsdale, Arizona, United States, 85260-1844
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Purchased for my husband a full set of irons 4-LW that were delivered late June (23rd). Played only a few rounds with them and one month to the day (July 23rd) of the delivery the head of my 8 iron flew off at the diving range. He immediately called customer service and the recommendation He received was to go somewhere and pay to get it fixed since their lead times were long. The same day as the phone call we sent a follow up email explaining the situation and after about two weeks of back and forth we received an RMA for the one club. In that period of time the 9 iron head fell off in a competition the same manner as the 8 the week before. The ferrules of most of the irons are separating from the club heads. We sent back all of my clubs on that RMA last week and it’s been over a week since our last email explaining the situation after multiple clubs started to fail. We have yet to receive an acknowledgement or response from PXG since that email. We have no idea what they plan on doing or offering and at this point I would rather my money back so I can get him a dependable set of clubs and he can resume golfing during these summer months. Their lack of response has been nothing short of disappointing.
Thank you for bringing this to our attention.
We will issue an RMA to receive the whole set back. We are going to forego the repair and we believe the best thing to do here is to replace the entire set for you. We apologize for the experience and we will be building you a new set to the specs of the originals 4-LW. We apologize for this error with the epoxy and it may have been due to an improper mixture.
We will also expedite the shipping at our cost to ensure those clubs are received as quickly as possible.
We are sorry for this experience and we hope that this makes it right for you.
Also you will be receiving a phone call to confirm shipping address and other details we may need to repurchase this order on your behalf. There will be no charge incurred by you.
Thank you,
Player Services
Bought a new driver for $1100.00. Played with it for two months in Wisconsin. Next season knew something was wrong. College golf coach found cracked shaft under grip. PXG told me they can't help me unless I want to pay $350.00 and drive down to Chicago from Wisconsin to have a shaft put in.
I work in a business where if the one year warranty is up and feel it was not the customers fault that caused the failure...we warranty that product no matter how old. Should a golf shaft only last a few months at $1100.00? This is not my sons fault that it cracked. This is poor craftsmanship and very poor customer service from PXG.
They need to give the Ka-Boom-Baby kick in the pants to whomever set these warranty rules. Extremely disappointed in PXG.
Steve
Raith
Dear Mr. R,
Thank you for your review and feedback and we apologize we did not meet your expectations. We will always go above and beyond for our customers and it appears on the surface that we came up short here. Taking into consideration all of the facts regarding this purchase I believe we can come up with something that is both satisfactory and fair for all parties involved.
We cannot discuss the details of your order online outside of indicating that $1100 is more than likely a driver purchased through a 3rd party. We also can tell you that this club is 1.5 years outside the warranty of the club, which for all clubs and components is 1 year. Here is a link to our warranty information:
https://www.pxg.com/en-us/legal/limited-warranty
We would be more than willing to get a new shaft, grip and tip for your driver so that we can get your club back to optimal swinging condition. It seems you do acknowledge and agree that you are well outside the warranty period. We respect that and we are more than willing to come up with a solution that is better than the $350 and the long drive you were informed about.
There will be a nominal fee to replace the shaft, tip it and grip it. We can even ship it out to you and save the drive! If you can get in touch with us we can likely come up with a plan that shares the expense to solve this problem amicably and we are happy to have that discussion.
I can be reached at ***@pxg.com and I'm sure we both can come up with a fair and just resolution, even though you are well outside the warranty period.
All the best,
Tyler W - Vice President, Player Services