Philip sent a message to Edward W. Stack Chairman and Chief Executive Officer of Dick's Sporting Goods Email Address that said:
Mr. Stack, I want to make you aware of a situation I encountered at the Glen Burnie, MD store. In May of 2015 I had a new shaft, Grafalloy Pro Launch, put in my driver at the store. It broke last week about 10 inches below the grip. When I took it back, the golf department person, Jim, wasn't sure what to do but did say, "I would never put a Pro Launch shaft in my clubs." He called the manager, Mike, who told me Dick's was not responsible and I would have to contact the manufacturer and gave me their phone number.
I called TruTemper and they were shocked at the response at the store. After checking, the customer service rep, Sandy, called back the next day and said they would send me another shaft. I got that shaft and took it to the store today to have it installed on my driver.
Today Nick was in the golf department. He was surprised that neither Jim or Mike knew that Dick's has a one year warranty on work done in the store if it there is not misuse. I was disappointed at having to do Dick's work for you and decided to send this note. This said to me there is a lack of training, or communication or a lack of caring. I am not sure if you are interested or not but I wanted to share this with you so that hopefully no one else will have to experience what I did because employees know Dick's policy.
I have bought many items at Dick's in the past and expect to do so in the future even if you don't reply. I would like to wish you and all of the Dick's family a very Merry Christmas.