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I purchased a full set of Gen 4 clubs & bag ($4000+) in early 2022. My first issue with PXG's customer service started when I received my clubs and the 56 & 60 degree wedges were not black ops as all the other clubs. When I called about the issue, I was informed that PXG no longer had these two clubs in the Gen 4 and that I would have to pay the upgrade to the Gen 5 club (really!) After paying the upgrade cost, I finally had a set of clubs that matched. They did give me a shirt to help offset the cost. Until November 2024, I had no quality issues with the clubs. In November, I had the shaft snap off at the club head. In December, I noticed the ferrule was separating from the club head on the 60 degree wedge and finally, just two days ago, I had the shaft snap on the 3-Wood in the same exact place as the driver (coincidence?). As you can see from the pictures, these clubs HAVE NOT been abused! When I reached out to Customer Service, I was informed that the shafts are from a 3rd party company and are only warranted for 1 year and was then told how Tour players carry extra shafts with them. Well, I am not a tour player, nor do I have the desire to purchase additional shafts for such issues. While I understand the warranty has to be limited to a certain period of time, it seems that PXG Customer Service should have the same concerns I have about the issue.
Mr. Parsons,
While you may (or may not) make the best golf clubs in the world PERIOD, your Customer Service Department lacks! That appears to be just one reason why you have a 2.3 customer service rating, as that feedback is coming directly from the people purchasing from your company.
