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“Seemed like a great product, but instructions were...”

Written on: 12/06/2010 by drwrigs (1 review written)

Seemed like a great product, but instructions were lacking and customer service was rude. I got all the way to the net on the install process, and realized that I didn't have the right legs in the right spot. 2 of them have holes on one side only, 2 of them have holes on both sides, 2 have no holes. the instructions didn't mention anything about this or where to place them. in fact, I didn't even notice. (later I would learn this means I'm dumb). When we went to install the net I realized what had happened and searched everywhere in the instructions for some kind of a hint. nothing. Called "support" haha. He said "it's easy, you just place the legs every other one". I told him it would have been nice to know that 2 hours earlier (took a while to set up because 2 of the pieces on the frame had to be hammered to fit together - the steel was bent). I complained about this and he told me that it's just common sense & I'm the only one who's ever had this problem. Maybe he's right! I haven't found another review that had this problem, so perhaps I am dumb as implied. bummer.

Anyway, At this point I lost my temper told him that was ridiculous & chewed him out for a moment. At which point he hung up. I called back to ask to at least talk to someone that could assure me they'd fix this in the manual so it wouldn't happen to someone else. He (same guy) laughed and told me no one else has a problem with it. My husband called back to talk to him (we're basically looking for an apology at this point. he never even told me he was sorry for my waste of time). He told my husband we should hire someone to put it together. We were so upset by his unwillingness to even apologize, or offer any sort of condolences. Are we not the customer here? Customer Service class 101? In my heated anger, had he just been kind and apologized I probably would have hung up & spent another couple hours taking the stupid thing apart and rebuilding it. Now my husband doesn't even want to keep it because he's worried about their service values - they probably wouldn't stand by their warranty. I'm not sure what we'll do.

Anyway, I'm surprised to find no one else has had this problem. Guess it's just me! Again, I do think it's a quality product, I just wish they'd been nicer on the phone, and had mentioned something about how to place the legs in the first place!

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