Having read through this thread here is my take based on that. I don't believe CC has any obligation to replace the shaft if Fujikura is not going to. That being said they probably could have handled it better. After sending it in and being told no they could have asked questions as to why it wouldn't be replaced and maybe try to talk them into it. As mentioned @e1iterate paid a premium as a customer and felt like they didn't do enough to try and help. Had CC worked a little harder for him then he might not have been as upset.
At that point CC would have had three options.
1. Replace the shaft and take a hit to the bottom line but keep a customer happy and probably earn repeat business in the future as well as good word of mouth which is good free advertising (or in this case the cost of the shaft).
2. Offer to sell the new shaft right away at a discount or even better would be at cost and fix the club. Not as good as option 1 and while it may not make @e1iterate happy it at least doesn't make him anymore upset and he doesn't tell everyone about his bad experience nor does he start this thread.
3. Tell him to buy a new shaft at retail which is sure to upset him further and leave a disgruntled customer. To me this is a bad move as one unhappy customer is going to tell on average 7 people about their bad experience. They for sure lose him as a customer and likely some or all of the people he tells.
Customer service is one of the things that can make or break a business and sometimes it's better to eat some cost and provide good service than to save some coin but lose business.
At that point CC would have had three options.
1. Replace the shaft and take a hit to the bottom line but keep a customer happy and probably earn repeat business in the future as well as good word of mouth which is good free advertising (or in this case the cost of the shaft).
2. Offer to sell the new shaft right away at a discount or even better would be at cost and fix the club. Not as good as option 1 and while it may not make @e1iterate happy it at least doesn't make him anymore upset and he doesn't tell everyone about his bad experience nor does he start this thread.
3. Tell him to buy a new shaft at retail which is sure to upset him further and leave a disgruntled customer. To me this is a bad move as one unhappy customer is going to tell on average 7 people about their bad experience. They for sure lose him as a customer and likely some or all of the people he tells.
Customer service is one of the things that can make or break a business and sometimes it's better to eat some cost and provide good service than to save some coin but lose business.