Advice on cracked driver - Where to warranty

[Circaflex]

Yesterday at the range, I noticed what looked to be a crack on the crown of my 2016 M2 Driver near the hosel and apparently searching the forums this is common among the M family woods. Now my question is, how should I go about getting this warrantied? I bought the head from a member here, who was acting as the middle man, and the head shipped directly from TaylorMade to me. I need to locate the paperwork, however I still have the tracking number from the PM here and it shows a lot of the information from Taylormade. This was purchased in Feb 2017. I called TM customer service and the options were press 1 for items bought directly from taylor made or the vault and option 2 was take it to the store you bought it at, if the store doesn't exist take it to a local authorized retailer and have them check it out and they will send it in if they can verify its within 2 years from purchase. The main thing I dont want to do, is screw the guy who set this deal up for me or the guy at TM who sent it to me. What would you guys recommend? Should I go to the local Roger Dunns and explain my story? My friend had an issue with a 2nd hand FW wood that cracked and Roger Dunn took care of him no questions asked, so I think that will be my best option?

[cardia10]

I called TM directly with mine and they mailed straight to me.

[Circaflex]

I called TM directly with mine and they mailed straight to me.

Would it be advisable to tell them I purchased it from a TM Rep who mailed it to me, providing them with the tracking info that they can look up in their records? I guess that is my only concern, is how do I word this correctly to them.

[Judge Smales]

I called TM directly with mine and they mailed straight to me.

Would it be advisable to tell them I purchased it from a TM Rep who mailed it to me, providing them with the tracking info that they can look up in their records? I guess that is my only concern, is how do I word this correctly to them.

 

Just get them on the phone. They’ll exchange it no problem. TM is usually pretty swift with these things.

[kdog25]

They also may direct you to an authorized retailer and ask that you go to a store. But as stated above just call them.

[lil'mike]

You could ask the guy you bought it from first and see what he says. He might tell you to go directly thru TM or go thru him!

[cardia10]

I basically just told them it was bought from authorized retailer but I wasn’t very near one. The didn’t ask too many questions. Have heard they will sometimes ask for a pic, but it was probably the easiest and most pleasant exchange I have ever had.

[eaglestan66]

You can go to an authorized Taylormade dealer (such as Dicks Sporting Goods) and they can file a warranty claim for you.

[IsleOfMan]

I had the TPU inside a slot come out on an Adams XTD (exposing the inside of the head to dirt/dust) and TM directed me to an authorized dealer to start the claim process. The driver was purchased new on clearance from an authorized dealer (Global) and was well within the warranty period. TM refused to replace it saying it was only cosmetic and the store was unwilling to advocate for me or give me any contact info for TM to discuss/contest. It wasn't until I tracked down the store's TM sales rep on LinkedIn and reached out to him that they reversed course and offered me a replacement. I ended up with a '16 M2 as a replacement, which was nice, but it took 2.5 weeks and a fair bit of leg-work on my part to get it taken care of.

 

It's good that others have had smooth exchanges, especially directly by mail, but I can offer at least one data point where the in-store process was not smooth at all.

[Circaflex]

Called TM, they were super cool and just asked that I go to my local Roger Dunns so they could check out the club for any physical damage from abuse, they took my info down and will ship it to TM for me and call me when the replacement is in. Pretty easy process, they didn't even ask for proof of purchase or when I bought it, even offered me a loaner head.

[willboyrd]

I had the TPU inside a slot come out on an Adams XTD (exposing the inside of the head to dirt/dust) and TM directed me to an authorized dealer to start the claim process. The driver was purchased new on clearance from an authorized dealer (Global) and was well within the warranty period. TM refused to replace it saying it was only cosmetic and the store was unwilling to advocate for me or give me any contact info for TM to discuss/contest. It wasn't until I tracked down the store's TM sales rep on LinkedIn and reached out to him that they reversed course and offered me a replacement. I ended up with a '16 M2 as a replacement, which was nice, but it took 2.5 weeks and a fair bit of leg-work on my part to get it taken care of.

 

It's good that others have had smooth exchanges, especially directly by mail, but I can offer at least one data point where the in-store process was not smooth at all.

 

Sounds you got a great deal. Lol

[IsleOfMan]

I had the TPU inside a slot come out on an Adams XTD (exposing the inside of the head to dirt/dust) and TM directed me to an authorized dealer to start the claim process. The driver was purchased new on clearance from an authorized dealer (Global) and was well within the warranty period. TM refused to replace it saying it was only cosmetic and the store was unwilling to advocate for me or give me any contact info for TM to discuss/contest. It wasn't until I tracked down the store's TM sales rep on LinkedIn and reached out to him that they reversed course and offered me a replacement. I ended up with a '16 M2 as a replacement, which was nice, but it took 2.5 weeks and a fair bit of leg-work on my part to get it taken care of.

 

It's good that others have had smooth exchanges, especially directly by mail, but I can offer at least one data point where the in-store process was not smooth at all.

 

Sounds you got a great deal. Lol

 

Absolutely a great deal... what wasn't great was the process and outside-the-box legwork required on my part to get ANYTHING was problematic and another data point for what otherwise seems to be mostly positive experience with TM customer service. In my instance, the failures were evenly split between TM and my local PGASS. A replacement, even if a 1:1 replacement for the original club, would have been preferable to all the run-around and time required.

[KCCO]

You can get a return authorization number from your pro shop (or any authorized TMAG retailer, I’m just comfortable with my pro shop) and just send back to taylomade, they will replace. Other option call TaylorMade and see what they have to say most likely they will tell you to send a head back and will be replaced with equal or greater head at time if they have no more....If you are worried about it not having a shaft just send back without it they’re not gonna go through the hassle of just sending it back to you, they will replace the head and send you a new head minus the shaft. Have gone through both routes.

[willboyrd]

I had the TPU inside a slot come out on an Adams XTD (exposing the inside of the head to dirt/dust) and TM directed me to an authorized dealer to start the claim process. The driver was purchased new on clearance from an authorized dealer (Global) and was well within the warranty period. TM refused to replace it saying it was only cosmetic and the store was unwilling to advocate for me or give me any contact info for TM to discuss/contest. It wasn't until I tracked down the store's TM sales rep on LinkedIn and reached out to him that they reversed course and offered me a replacement. I ended up with a '16 M2 as a replacement, which was nice, but it took 2.5 weeks and a fair bit of leg-work on my part to get it taken care of.

 

It's good that others have had smooth exchanges, especially directly by mail, but I can offer at least one data point where the in-store process was not smooth at all.

 

Sounds you got a great deal. Lol

 

Absolutely a great deal... what wasn't great was the process and outside-the-box legwork required on my part to get ANYTHING was problematic and another data point for what otherwise seems to be mostly positive experience with TM customer service. In my instance, the failures were evenly split between TM and my local PGASS. A replacement, even if a 1:1 replacement for the original club, would have been preferable to all the run-around and time required.

 

Unfortunately, golf OEM customer service departments are put in a bad position sometimes. I understand how it can be frustrating for you though.

 

I used to work in the Pro Shop of a big box sporting goods store and I could tell you stories about broken clubs brought in by customers that would make your jaw drop. I'm sure that pails in comparison to the things any customer service rep at any OEM has to hear for 8 hours a day.

 

At the end of the day, it often just pays to call a few times if you don't get a resolution that you feel is appropriate. Most times customer service departments in ANY industry operate under the dictum that most ppl will just take what they tell them and go on their way. Glad you got that crazy deal though, good for you!