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yes

41 (89.1%)

no

5 (10.9%)

Total Members Voted: 46

[Kulli]

Yup, looks broken to me.

[wilkie113]

Thanks for the votes lads, it's not being replaced. Win some you loose some I guess!

[GarrettJ]

id never buy a bat from that company again if they didnt replace that.

Looks to be because of the handle/splice to me.

No bat should break there like that unless there is a manufacturing fault.

[Seniorplayer]

Well said Jon.

[imogzyboy]

Mate don't have to tell us but what's the reason for b3 not replacing this!?

[SOULMAN1012]

Unless that was bought as a 2nds or factory refurb then I would be disappointed if it was t replaced or if very close to warranty or just over I would have thought a replacement at cost price could have been done for you mate. We don't know why or reason for B3 not replacing but many comment on there too customer service so seems strange nothing been do e for you Wilkie

[sgcricket]

sorry to hear that wilkie. hope they have at least satisfactorily explained why they wont replace it.

[The Doctor]

First of all let me just start by saying that we are human and do sometimes make the wrong call. Hopefully we are mature enough to review and realise that we have made a mistake and rectify.

We have a monthly review of issues / complaints / praises and we discussed this bat in great detail.

There were a few issues from a personal point of view that got my back up, posting on twitter before contacting us directly to see what could be done and removing of the stickers (which in other companies would nulify any warranty) both of which rubbed me up the wrong way. On reciept of the email from Tom it looked like the bat was over a year old, and my responce was to offer a bat at a discounted rate as a gesture of good will. It was then pionted out that it was actually a day under a year old, but unfortunatly my response was still the same. In all honesty I was probably being stubburn.

Move forward a week, it appears to be approx 11 months old and after the review meeting it was pointed out that I have probably made a bad call.

We will be contacting Tom to sort a replacement and will deal with this offline and in the normal personable B3 way.

Just a word of advice - if you have a problem with equipment from us, or any other company for that mater it is allways best to contact them first and discuss it with them, the outcome will be better 99% of the time.

Streaky

[TangoWhiskey]

Seems fair.

[wilkie113]

I look forward to hearing from you Streaky, and appreciate the reply and reevaluation on the outcome.
Maybe not handles very well by myself either.

Thank you,

Tom

[SOULMAN1012]

It appears the service B3 are known for is indeed true, a very well written and explained response with a fair outcome. Well done B3

[GarrettJ]

Unfortunately in this day and age its all to easy for customers to contact/complain via social media as they want an instant response. If a customer chooses to contact you via twitter, facebook, pigeon carrier or whatever you should give the same response, the medium that they choose to contact you by should not dictate the response.

Good that you have done a reversal and changed the decision, which is not easy to do and takes balls.

[procricket]

Unfortunately in this day and age its all to easy for customers to contact/complain via social media as they want an instant response. If a customer chooses to contact you via twitter, facebook, pigeon carrier or whatever you should give the same response, the medium that they choose to contact you by should not dictate the response.

Good that you have done a reversal and changed the decision, which is not easy to do and takes balls.

Without going through the whole process it was not a decision which was revered really it was a kink in a process which needed looking at which has now been solved.

We are evolving our infrastructure in-line with what we can offer physically which we are on both fields always trying to improve and move forward.

You make a good point about social media but it is a two way sword but our openness is there for all to see.

We listen to all and everybody views and the meetings can last up to 7 hours in the past that's how much emphasis on not just getting the best products to the crease but also sorting every issue out from returns to who makes the brews!!!!

I'm happy with the outcome as i always believe customers should shape the future and feedback both positive and negative meet in the same way.

Our best practice just got better which can only make us stronger.

Happy your happy with the outcome Tom

[brokenbat]

I completely agree with @thedoctor. Going to social media is not cool. Some people may casually only see half the details and get the wrong impression.

B3 customer service is by far the best (at least in my personal experience) and they deserve a lot of credit for setting a new benchmark for the rest of the industry to follow.

[TBONTB]

While I see both sides of the argument about social media, it is often the only way to get things sorted. I had an issue with a company, I tried calling/emailing and got nowhere. I tweeted them and I had response in seconds and it was solved. While admittedly it shouldn't be a first avenue, reacting well on social media says a lot about a company. It appears to have been resolved amicably and that is great.