jas904
New member
My Vessel Player IV Pro broke after 11 months of use. The spine separated from where it was attached to the bottom and punctured through the top. (See photos below.) On a side note, my first Vessel was a Player III and the zipper broke. On the first bag, I was one month outside of the 12 month warranty and although I shipped it to Vessel for repair, it broke again. So I purchased the Player IV Pro mentioned above. I was unable to purchase it through Vessel because they are rarely in stock, so I found one that was new through an eBay seller. I was happy to learn that I was inside of the 12 month warranty window and emailed Vessel including photos of the damage and a screenshot of the eBay transaction as a proof of purchase. I thought that Vessel would surely take care of me in this instance.
I was wrong. What I received was an email back stating that their warranty policy covers manufacturer's defects including issues related to material, workmanship, and components and "after conducting a thorough internal assessment of your case, we have determined that the damage to your bag falls under the category of normal wear and tear rather than a manufacturer's defect." They also offered a 20% discount on my next future purchase and a token of their appreciation for my understanding and support. By the way, during my 11 months of ownership, 95% of the bag's life either consisted of laying down in the back of my vehicle or sitting on a Clic Gear. I say this because the legs were rarely extended and there was rarely any pressure put on the spine of the bag.
I respond with questioning how the spine breaking from the bottom of the bag and puncturing through the top could be considered "normal wear and tear" and asked them to reconsider. I also mentioned that their lack of commitment to stand behind their product is disappointing that considering their products falls within a higher price point.
I was then sent the following response, "I'm sorry that you feel this way but you got this bag from ebay. In which we don't cover bag that aren't purchased from one of our authorized dealers. Please let us know if you have any further questions."
So I respond with their first excuse was "wear and tear" and now it is "unauthorized retailer". Again, I had no other retailer options since I could not find it in stock elsewhere. Seems to me like their fishing for a reason to not honor their warranty. I let them know that I am no longer a Vessel customer and I will letting everyone I know my experience both personally and in online platforms.
I received a reply letting me know that they understand the situation is frustrating and disappointing, and that "wear and tear" was mentioned to get me the 20% discount. They also encouraged me to give honest feedback through whichever platform I see fit and that they "love to hear it!" (I acknowledge that I am biased since I am an involved party, but does anyone else take this as condescending?)
I hope that any potential Vessel customers see this and know that "luxury performance golf gear" (their words not mine) includes a worthless warranty and terrible customer service.
I was wrong. What I received was an email back stating that their warranty policy covers manufacturer's defects including issues related to material, workmanship, and components and "after conducting a thorough internal assessment of your case, we have determined that the damage to your bag falls under the category of normal wear and tear rather than a manufacturer's defect." They also offered a 20% discount on my next future purchase and a token of their appreciation for my understanding and support. By the way, during my 11 months of ownership, 95% of the bag's life either consisted of laying down in the back of my vehicle or sitting on a Clic Gear. I say this because the legs were rarely extended and there was rarely any pressure put on the spine of the bag.
I respond with questioning how the spine breaking from the bottom of the bag and puncturing through the top could be considered "normal wear and tear" and asked them to reconsider. I also mentioned that their lack of commitment to stand behind their product is disappointing that considering their products falls within a higher price point.
I was then sent the following response, "I'm sorry that you feel this way but you got this bag from ebay. In which we don't cover bag that aren't purchased from one of our authorized dealers. Please let us know if you have any further questions."
So I respond with their first excuse was "wear and tear" and now it is "unauthorized retailer". Again, I had no other retailer options since I could not find it in stock elsewhere. Seems to me like their fishing for a reason to not honor their warranty. I let them know that I am no longer a Vessel customer and I will letting everyone I know my experience both personally and in online platforms.
I received a reply letting me know that they understand the situation is frustrating and disappointing, and that "wear and tear" was mentioned to get me the 20% discount. They also encouraged me to give honest feedback through whichever platform I see fit and that they "love to hear it!" (I acknowledge that I am biased since I am an involved party, but does anyone else take this as condescending?)
I hope that any potential Vessel customers see this and know that "luxury performance golf gear" (their words not mine) includes a worthless warranty and terrible customer service.
