Palm Gaming? (1 Viewer)

AllinBallin

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Hi all,

What is the overall level of customer experience you receive from Palm Gaming?

I bought a few racks and bird cage through them. Speedy service, but they aren't really doing much to the inquiries I have sent over indicating that they sent me the wrong racks. I measured these a few times and they appear to be larger than the ones I ordered. I wouldn't usually put up a big stink but their shipping is as much as the product so would be a pain to reorder.

Honestly I would rather spend more elsewhere just based on this customer experience. Maybe I am one of the few unlucky fellows that was on the bad end of a packing error...but I shouldn't be stuck with no resolution.

This rant was a little bit helpful to my sanity. :)

Darius
 
I'll give the non PC answer, Customer service used to be a lot better several years ago. Joe, as nice as he is via email, isn't the best with communicating promptly.

You would hope he would have someone else handle the volume of inquires he handles but all seem to go through him first.
 
Try replying to the person who sent the invoice. I'll see if I can find the lady's name and email addy that I dealt with.
 
I'll throw a Hail Mary up, but at this point I'll just chalk this up as a loss and move on. I'll see if they respond to this email or the other one.
 
Joe is VP at PGI and handles sales. Kim is his wife (and handles invoicing). Barry is in shipping. Either of the latter is your best shot at getting problems resolved. Both emails already posted itt.
 
I get reasonable responses from them, usually within the day I ask.

Also, if you have a measuring device like a caliper can you check the exact size of your rack?? If it's over 70 mm you can sell them to me as I actually need lengthier racks for some Progens. @AllinBallin
 
I've actually also been trying to get in touch with them.
Been about 3 weeks since last response. Hopefully everything is okay.
 
No replies to emails here as well.
Several transactions several years back without issue though.
 
I would agree w trying to connect with Kim. Seemed like her communication was more professional and prompt. Joe was ok but seemed to answer only the questions he wanted to answer rather than all of my questions which was frustrating. Good luck!
 
I've had nothing but positive transactions with Palm Gaming.

I would point out that vendors have no control over the cost of shipping, and like you, they wish shipping was inexpensive.

.
 
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He didn't complain about the shipping. He complained about the wrong product being shipped, and the lack of response to email.

He noted that since the shipping is as high as the product cost, he's not interested in just re-ordering at his own expense, which he might otherwise do, but nobody is blaming Palm for the cost of shipping.
 
I have heard many horror stories about communication and service from companies that sell poker chip related things. Lots of good stories, but also tons of days, weeks, months of no response to emails. I would be horrified to read a thread like this about my business and would do everything in my power to run it the way that would result in the many other positive threads on the various sites. My lol is in regard to someone having to try so many different things for a response, that's not a good feeling for the customer. No offense intended to anybody posting in the thread, a lot of times I'm not clear in my posts.
 
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@12thMan when I initially read your post I thought you were lol'n about OP and was fearful as I have had countless horror stories from small business owners. All I want is to support small biz and too many times have I gone home disappointed w CS, so I'm glad I read into wrong!
 
I have been dealing with them since 06' and sometimes Joe just gets overwhelmed. Ya just have to bug him....
 
I ordered about 20 racks from them like 5 or 6 weeks ago. Haven't gotten them yet. Haven't even heard anything either. No emails. Almost forgot about it in fact lol. Gotta follow up I guess
 
FWIW, I had the opposite experience. Ordered 80 racks, they shipped the next day and I received them a few days later. Prompt emails (<24 hours) back and forth before I bought them.
 
joe is great, he is a trusted member for years and sometimes he gets a bit busy and cant service this community as quick as some would like....email kimi,

or use this amazing new thing i think its called a phone
 
joe is great, he is a trusted member for years and sometimes he gets a bit busy and cant service this community as quick as some would like....email kimi,

or use this amazing new thing i think its called a phone


Just reading this thread you can plainly see several people who have received excellent service (and products, I'm sure) from the one vendor we just happen to be talking about, that doesn't surprise me one bit since I've heard many positive things about Palm Gaming. It's precisely why, as you put it, he is a trusted member, but that has nothing to do with anything if you are the one on the receiving end of spotty service. I may be reading it wrong but your quote seems very defensive and terse, "as quick as some would like..." and "this amazing new thing called a phone." you say, both of which seem to shift the blame to the customer, a ludicrous position in my opinion. I have a feeling that if the op had stated "I've been calling but not getting an answer." your post would have read "or use this amazing new thing I think it's called email".

I have no idea how long the op has been trying to contact somebody, it could have just been since yesterday and he's jumping the gun about not getting a response (prick. ;) ), so I'm not going to comment on this one particular case, but the "victim" blaming that happens when somebody dare bring up an issue about a company who we deal with is astounding to me. There are plenty of times I'm sure that the customer is in the wrong, but there are also a ton of legit cases of people being ignored by companies and you can read plenty of threads about them (a few examples are in this very thread, imagine that.). They exist on here, they exist on bluer pastures, and they exist on other poker related websites as well.

Sorry if my "lol" was viewed as me jumping on an imaginary pile or being too harsh, I'm a very lighthearted person and I assure you I don't make the comment with a ton of malice. But I am a business owner, I sell a product/service that puts me in demand and the busier I get the more hyper aware I am of customer service, it's what my business is built on and it's the only thing that sets me apart from a lot of other guys. When I read a thread like this I can't help but think "This is not what you want.", my comment was just a reflection of that feeling not an "lol" at Palm Gaming.

Or maybe it is what you want, some people are too busy anyway and have one of those money trees hanging around... ;) :D
 
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i was just trying to assure the poster that joe and his company are fine...im too drunk to read your post tonight (y) :thumbsup:

ok nevermind i just read some of it

the op asked about experience with palm...i stated my opinion, what joe does is his business, he is known for being, lets call it "sporatic" in his dealings

i think the op wanted to know others experience maybe to be assurred he would get some satisfaction,

and all joking aside these days some people do forget about the phone.....

they expect an instant return email if not they get overly concerned maybe ??? :D


EDIT: BG says it best in a few posts down,,,
 
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Just reading this thread you can plainly see several people who have received excellent service (and products, I'm sure) from the one vendor we just happen to be talking about, that doesn't surprise me one bit since I've heard many positive things about Palm Gaming. It's precisely why, as you put it, he is a trusted member, but that has nothing to do with anything if you are the one on the receiving end of spotty service. I may be reading it wrong but your quote seems very defensive and terse, "as quick as some would like..." and "this amazing new thing called a phone." you say, both of which seem to shift the blame to the customer, a ludicrous position in my opinion. I have a feeling that if the op had stated "I've been calling but not getting an answer." your post would have read "or use this amazing new thing I think it's called email".

I have no idea how long the op has been trying to contact somebody, it could have just been since yesterday and he's jumping the gun about not getting a response (prick. ;) ), so I'm not going to comment on this one particular case, but the "victim" blaming that happens when somebody dare bring up an issue about a company who we deal with is astounding to me. There are plenty of times I'm sure that the customer is in the wrong, but there are also a ton of legit cases of people being ignored by companies and you can read plenty of threads about them (a few examples are in this very thread, imagine that.). They exist on here, they exist on bluer pastures, and they exist on other poker related websites as well.

Sorry if my "lol" was viewed as me jumping on an imaginary pile or being too harsh, I'm a very lighthearted person and I assure you I don't make the comment with a ton of malice. But I am a business owner, I sell a product/service that puts me in demand and the busier I get the more hyper aware I am of customer service, it's what my business is built on and it's the only thing that sets me apart from a lot of other guys. When I read a thread like this I can't help but think "This is not what you want.", my comment was just a reflection of that feeling not an "lol" at Palm Gaming.

Or maybe it is what you want, some people are too busy anyway and have one of those money trees hanging around... ;) :D

^^^^^WORD^^^^^
 

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