Reply from Caddiemaster
[REPLY]
- Reviews (74)
- Jean MacLean
- 2 Reviews
BEWARE 27 HOLE BATTERY FOR CADDIEMASTER 400EDC
Bought in June 2012. Problems from day 1. Lights flickered on and off and ended up pushing it around the course on 3 occasions. Endless phone calls suggested the charger was faulty. Returned this,at our expense, and received a replacement. Still didn't work. No further advice given. So disgruntled at lack of help, had the battery checked by local expert - was found to have zero charge and was useless. Bought a new battery locally costing £75. Advised Caddiemaster of this, requesting a refund, and enclosing invoice. Refused as we didn't follow procedure i.e. returning battery at our expense! Also response was extremely rude. With hindsight I'm glad I didn't return the battery as any replacement would have been from the same supplier!!
Communication was very poor =- avoid.
Jim MacLean
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- Gavin Mander
- Port Talbot, GB
- 1 Review
Caddiemaster 400R AVOID
I purchased my Caddiemaster 400R 14 months ago, at first all seemed well. The trolley looked well made and was fairly compact. However, things started to go wrong very quickly.
After a 3months i noticed that the trolley began to travel out of line. A quick inspection showed that the axle was twisted slightly. Not a major problem but still not what you expect for £300.
After 10 months the battery died, as it was still under warranty i contacted Caddiemaster for help. After 3 emails without reply i gave up, seems that after sales service is not a priorty for them.
13 months in and the trolley developed drive problems, a fully charged battery would only last 4 or 5 holes before the trolley stopped completely. I stripped the trolley to check the wiring and connections to find some of the connections had corroded, even though the connections were supposed to be weatherproof.
With the connections replaced i tried the trolley again, still no drive. I checked over both motors with a multimeter and megger and found that both motors were damaged beyond repair. The rubber seals had failed and the windings were full of water. Again, several emails were sent to Caddiemaster without reply, this trolley now sits in my garage awaiting the local scrap merchant.
I can't stress enough, if you are looking to buy an electric trolley avoid Caddiemaster like the plague.
- Graham Shipman
- 1 Review
OK trolley for the price but order your batteries elsewhere
I've had a 400r (remote control) for about three years now. Here is its story!
After just over 12 months, when the trolley handle broke off (the frame sheered where the bolt goes through). I asked for the replacement piece to be sent to me, so I could repair it. First it took ages for the part to arrive to CaddieMaster and be sent on to me (they told me it wasn't a piece they kept in stock - not even one?). I then discovered that the job was a lot harder than I'd expected (studs to drill and replace and snap connectors to replace). When I couldn't do it, I sent it to CaddieMaster, who then repaired it and returned it to me. If I'd sent it to them in the first place (if I'd known how difficult the job was I would have), a lot of the wasted time could have been avoided but we'd still have had to wait for parts. Trolley was out of action for most of the Spring and Summer.
Next thing to go was one of the wheels. Because of the solid tyres, these do take a battering, particularly on hard surfaces, and tend to fracture and then quickly break. A new wheel was easy to order, sent fast and easy to fit.
Next, possibly as a result of the wheel breaking, the main strut on the lower part of the frame broke (just above the axel and again at a point where a bolt went through it). This time there was no delay in sending the part and it was slightly easier to fit than the handle, so I managed alone.
Overall, to this point I was quite happy with CaddieMaster and told friends that they were good trollies at an excellent price, even spares seemed reasonably priced. However, this changed recently when my battery started to struggle after 15 holes. At first I thought I would go to eBay and get a generic battery (for mobility scooters, lawmowers, etc.) but then I decided that despite the fact that they were considerably more expensive, I would order from CaddieMaster. I went to the site and saw they had two (I can't afford the really expensive ones). There was a 27 hole battery (looked just like the one I had - though it wasn't - I had a 33Ah battery, 12v-28Ah Dimensions H174mm x W160mm X D120mm) and the description said "supplied as standard with the Caddiemaster 400 range" and there was the 36 hole battery (looked nothing like the one I had, 12v-33Ah no dimensions listed). I also looked for the specs of the 400r to see if there was any info therebut they seem to have disappeared from the website. Now, as I never play more than 18 holes in a day, I thought that the 27 hole one would be more than enough to do me (getting a 36 hole battery seemed like overkill), so I ordered it.
Imagine my surprise when a battery, looking nothing like the picture, with different power characteristics (12v-26Ah) and totally different dimensions (H120mm X W190mm X D170mm approx) arrived. I contacted CaddieMaster straight away and pointed out that it wouldn't fit in my 400r trolley battery tray (at that point I hadn't realised that the battery could be fitted on it's side), was not the power I had ordered (26Ah not 28Ah), didn't look anything like the picture, so was useless to me. The response said: you've ordered the wrong battery, for the 400r you need the 33Ah battery, order a new one, send back the one you have and we'll credit the cost of the battery to the new one. When I complained that the battery was nothing like the one shown on the site and I wasn't prepared to pay for it to be returned as it wasn't as described, I was told that was irrelevant because I had ordered the wrong battery and, by the way, there would be a restocking fee on top of the cost of postage because they couldn't sell it as new any more. They then told me that was their last word on the subject!
And that is where it stands. I have already spent £64 (including postage) to get a battery that the provider tells me is no good for my Trolley (need that information sooner - i.e. on the site - rather than misleading information saying it is the right battery for the 400 range). If I wish to return it I will have to pay at least another £10 postage and then also have to pay for restocking (up to £25) just so that I can then pay a further £20 (and probably another £9 postage) on top of the original cost to upgrade to the 33Ah battery (total cost to me based on these calculations of £100+). Now seeing as I can pick up a 33Ah battery, of the correct dimensions on eBay for a fraction over £40 (including postage and then end up with 2 batteries for the same cost as the upgrade) why would I want to give CaddieMaster any more money than I have already? If I took it to small claims court then based on the information they provide on the site and the description of the batteries, I know there would be no question who would win but do I want to waste even more time on this for a few quid? I don't think so!
I can't believe that they are treating a customer like this! So unproffesional and counter-productive! And to make things worse, they haven't even updated the website with the necessary information for people to be able to make purchases of replacement batteries. Not the way to run a business and gain the confidence and trust of their customers! I'm sorry I have to leave this review, but they left me no choice!
Reply from www.caddiemaster.co.uk
when you needed a 33 AH battery. The fact that the specifications changed is irrelevant; these change from time to time, but this does not matter if you order the correct battery.
The cost of returning the wrong battery to us is down to you as you made a mistake in your order. If you go to our website and read the Terms and Conditions and Warranty carefully, you will see that it is up to you to bear the cost of returning it to us.
When you send us the battery you also need to send us an order for the correct one. There may be a restocking charge as the battery you send back will no longer be able to be sold as new.
We are not prepared to have any further discussion on this matter.
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- Antony Persence
- Upton, GB
- 1 Review
waste of time and money
after 2.3/4 rounds drive went on my trolley, a replacement was sent it still malfunctioned, i was told the clutch bearings had siezed up due to me not oiling them,after less than 3 rounds hard to believe, because of this the faulty parts would have to be payed for. i think ill cut my losses and scrap it !!! .build quality/reliability 1-10 it did finish 2 rounds, warrenty 2-10 i did get a replacement that did not work, customer service 0-10 did not even reply to my the e-mail i sent voicing my dissatisfaction.
Reply from www.caddiemaster.co.uk
We did not receive your email about lack of service. We make a point of responding to all emails within 48 hours.
We replaced your original chassis, but you kept the wheels. Then when you reported a problem with the second chassis we discovered that your clutches on the wheels were rusted up due to lack of maintenance. This showed clearly that the original problem was with the wheels and not the chassis.
We put a notice on the outside of all boxes asking you to read the instruction manual before operating the trolley. Page 11 tells you to oil the trolley, which you failed to do.
There are two ways to resolve your problem: either you can send the wheels back to us at your cost and we can replace the bearings; alternatively you can buy two new bearings and fit them yourself.
We will be posting this on Trustpilot.
We await your decision.
- David Phillips
- 1 Review
A sturdy and lightweight trolley at a low cost
The trolley was delivered within 2 days of ordering and I was delighted when I opened the box. A well made, sturdy and lightweight trolley which I am absolutely delighted with. I have used it for 3 months and have recommended it to all my friends.
- Paul Scott
- 1 Review
Good value for a great product
I have had electric golf trolleys for the last ten years often paying over the odds for not great performance. When my Motacaddy stopped working I decided to look across the whole market. An hour on websites comparing specifications and prices produced one trolley which stood out from the rest. The Caddiemaster offers a no quibble returns policy if I didn't like the look of it. When it arrived I found it sturdy and neat and outstanding for the price, stylish to look at and lighter than it looks. A great buy for alot less than other makes and models.
- Peter Smith
- 1 Review
Speedy delivery and robust trolley
I ordered the trolley on Monday and it arrived on Wednesday as promised. The trolley is well made and easily carrys my tour bag. The 10-30 metre functionality is great around the greens and tees. A very worthwhile investment and stops me having to pull my clubs around the course now. Great value for money.
- Steven Boyes
- 1 Review
Bought one and then another for my wife
The caddiemaster trolley has performed really well for 12 months and is really light and easy to use. My wife kept borrowing my trolley so I recently purchased one for her also. There are no major frills/functionality that comes with the trolley however if you just want a trolley to not have to carry your clubs this is perfect. I recently also bought a lithium battery from Caddiemaster which is worth every penny - seriously lighter and more powerful
- Alan Bates
- 1 Review
Super trolley! Super after sales service! Super deal!
I bought a Caddiemaster 400EDC three years ago for a fraction of the cost of one of the branded competitors. It has been used three times a week until last week when I suffered a small problem with the switch. I called the service number who responded quickly and were able to supply a new part which arrived a day later. The trolley is now back working and I am one very happy customer! The Caddiemaster was a great buy and the after sales service has been great also. No hesitation in recommending this product!
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- Andrew Collins
- London, GB
- 1 Review
Correction to previous review....
Addition - 31 July 2012. I must set the record straight. Unbeknownst to me Caddiemaster.co.uk had infact attempted on several occasions to make contact and once contact was established, they worked with me to resolve the issue to my utmost satisfaction. With respect to the battery fault, I have concluded that the issue was a complete one-off and not something to be concerned about for the future - so much so that I have agreed to take a new battery, notwithstanding the fact that I was offered a refund.
Problems since day 1. First a bolt came undone during my first round - round aborted! They sent me a replacement part which I fitted myself - no apology or explanation forthcoming, let alone a gesture of goodwill. Next, remote control failed - again they sent me a replacement. Next the battery began to stop sporadically during rounds, culminating in a complete failure. Ed advised that I take it to a garage for testing (this trolley was becoming harder work than one would reasonably expect!). The mechanic drew my attention to the fact the the battery had gone on fire !! (see image below) Not sure, but this could have happened in my house during charging - the possible consequences of such are unthinkable. I have sent Ed repeated emails and tried to call him -- no response. I also note that they have taken phone numbers off their website. I am due to seek advice as to my legal position - this is beyond a case of lack of reliability, this is dangerous. Still I await a response from the family business which claims an impeccable record.
Reply from www.caddiemaster.co.uk
We would also like to correct some innacuracies in the review.
1. At 7.52 on the 24th of May I sent Mr Collins an e mail requesting a photo of the problem. We did not get a reply and then on the 4th of June this review was posted. We have subsequently sent a copy of the e mail to the customer.
2. The telephone numbers are still on website on the contact page and have never been removed.
In summary we are happy to work with the customer to a mutually satisfactory outcome but without getting the products returned we cannot move forward.
Update27/07: We agreed with the customer that we would collect the battery and inspect it. This was done. The issue we believe was caused by a power surge and have replaced the items and returned them to the Mr Collins with an apology and the offer if not happy for Mr Collins to return everything to us for a refund. The battery has since been returned to sender as it was not collected from the post office? We shall await instructions from Mr Collins.
- Mike Davies
- 1 Review
Easy to purchase, prompt delivery
Was disapointed that there was no nut on the potentiometer to lock it into position, 98% isnt bad but 100% is perfect
- Ben Taylor
- 1 Review
good fast delivery
great service and speed of delivery, will definitely use this company again as it has kept me on the golf course, trouble free.
Many thanks
- Richard Loughton
- 1 Review
very good
Overall a very good service. My product was easy to buy online, my email that I sent asking when it was going to arrive was answered very quickly and it turned up on time.
- Kathy
- 1 Review
Good delivery,but....
Front wheel delivered quickly and easy to fit,however ordering was not easy because spares site lacked the photo of the wheel and service phone was not answered.I was called back the day after however.
As the trolley is only 3 years old disappointing it has failed three times already-electrics,axle,wheel bearings.Would not buy another.
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- Ron Fisher
- Wendover, US
- 1 Review
Very poor
Warning when buying an Electric Golf Trolley from Caddiemaster. My Caddiemaster model 400EDC electrics completely failed after just two outings. I have asked for my money back which the company have agreed as long as I courier the trolley and battery back to them at MY EXPENSE. Outrageous! Do not buy from this company.
R Fisher
Reply from www.caddiemaster.co.uk
- L.Robinson
- 1 Review
service & delivery .V.G product poor
the handle position is far too high and is none adjustable on the 400 model and the acsellorater knob has lasted 2 rounds it is far too lightweight for regular use,i am now out of action till new one is delivered.Will see how long the next one lasts.
Reply from www.caddiemaster.co.uk
- Thomas May
- 1 Review
Excellent Trolley
The Trolley is excellent but sadly the charger does not work. I am waiting to hear from the Company with a new one. I am sure they will deal with this by return
- L. Bristow
- 1 Review
You can trust these guys
I've dealt with Caddiemaster for the last 2 years, I ordered a total of 4 electric trolleys for myself and friends. We did experience a few problems with a couple of the trolleys, but I have to say that all of these were sorted out swiftly and with very little inconvenience to us.
I dont know anything about the company but it seems to be a close knitt organision with customer care at the top of the agenda.
- A. J. Stradling
- 1 Review
Good product and good service.
I have bought the Remote Caddiemasster Trolley. The ordering, dispatch and delivery were all as promised. The trolley seems to have good build quality and "does what it says on the tin"!The instruction book could do with a few additions but I called Caddiemaster, my call was returned promptly and answers were given immediately. To get the right level of finesse with the steering will take a couple of games or so I think but already, it is saving me from having to walk a long way around greens where the green is being protected against trolleys.
- John Warren
- 1 Review
Excellent support and service
Caddiemaster responded rapidly when I contacted them about a wheel fault on a golf trolley from another supplier. They offered to supply a replacement wheel on a sale or return basis, in case their wheel was not fully compatible. The wheel was dispatched promptly and arrived within 3 working days as promised. The wheel fitted my trolley and, thanks to Caddiemaster, I can now use my electric trolley again. Thank you for excellent response to my problem and service you should be proud of.
- David Livesey
- 1 Review
Very efficient
Efficient service. Kept informed of the orders progress and received goods within 3 days.
- Bryan Wilson
- 1 Review
Always helpful when contacted
Have had a new handle and front wheel and both were provisioned satisfactorily.
- Ian Locke
- 1 Review
First class.
No issues with price, ordering process or delivery. Will tell friends and family about the quality of service and product offered by Caddiemaster.
- Alan Bremner
- 1 Review
- Fred
- 1 Review
A much improved service
I bought a 400R remote controlled Caddiemaster in Nov 2009, it was relatively unused till March 2010. Here is a chronological list of problems:
Mar 2010 - power lead and fuse holder problems, intermittent power to the motors; replaced the lead
July 2010 - replaced battery, remote control starts to fail
Sept 2010- returned trolley for repairs to the electronics
Feb 2011- front wheel bearing disintegrates, handle stem breaks trying to steer trolley back to clubhouse. Replacement front wheel very stiff interchanged it with rear one.
Feb 2012- left wheel spokes fracture causing complete collapse, trolley needs carrying back to the clubhouse. Replacement was very efficient and sent promptly.
The remote control can be erratic at times and some locking nuts seem to easily work loose.
I am persevering with the trolley; for all its faults it does save a lot of footwork on the course.
- Stephen Davis
- 1 Review
- Michael Tiffin
- 1 Review
Great product and great service
Had to wait a while for the buggy and thanks to Parcelforce it was damaged but Caddiemaster were great and sent out replacement parts by return of post. Test drove the buggy yesterday and am the envy of all my friends!
- gavin strang
- 1 Review
Excellent
fast delivery and quality item....delivered in a tea bag box ?????.
- Steve Capewell
- 1 Review
Robust product with prompt delivery
Looks good well balanced and very sturdy. If it handles as well as it looks i will be very pleased.Will be trying it out very soon.
- Keith Hogan
- 1 Review
Cart performed well on first outing.
When I first assembled the cart it was fine. However when I next went to assemble it at the club I could not get the upper knob to locate. It turned out the handle was being pulled out of the tubing it was in. I had a bit of trouble getting it back down the tube to a position where I could secure the knob. Back home I looked at it and found the securing rivet was broken. Fortunately I have a pop rivet tool and selection of rivets and was able to fix it.All should now be well.
In the manual it mentions the under voltage indicator but does say where it is or what we should actually be looking for.
- Jacqueline Lesley McIntosh
- 1 Review
Very efficient and speedy service
The item was not for myself but as a gift - it arrived very quicky and by what I am told - great quality. Would definitely use again.
- Julian Bloom
- 1 Review
Very good service
Good efficient service.
Unfortunately didn't improve my golf swing.
- Michael Darling
- 2 Reviews
Excellent product & efficient service - impressed
Excellent product & efficient service - impressed
- Mr Green
- 1 Review
Fair
Had a problem with a previous purchase and contacted Caddiemaster via email and the telephone but no one got in touch with me. I went on to order a new charger which arrived promptly.
- COLIN GREEN
- 1 Review
It broke on the third time of use.
Unfortunately on the third day of use the Caddiemaster 400
developed a mechanical fault. The drive motor was functioning OK i.e.it was rotating but no drive was transferred to the wheels.
I can only guess at a faulty gear box.
I am going to be out of the country for a week but will be contacting Caddiemaster immediately on my return.
Reply from www.caddiemaster.co.uk
- michael derbyshire
- 1 Review
nice quick delivery service
good quality build nice and smooth to operate it made the game a lot better for me
- David Latchford
- 1 Review
Efficiency always pays
You would have received five stars as you did not deduct the 10% off my last purchase as stated in your earlier email
- Gary
- 3 Reviews
top quality service - recommended
Very fast and efficient service - and competitive pricing
- Brian Heaton
- 1 Review
Only used once so will reserve opinion on item
it seem ok but will take a couple of outings to get used to the control of it. will make a further report later on
- Ray Walker
- 1 Review
Great customer service
I purchased an ex demo Caddiemaster 500. Unfotunately there was a problem with it and I returned it to them. They responded quickly to advise there was a problem that they were unable to remedy, and to offer me a Brand new Caddiemaster 400.
I decided I did not wish to take up the offer but requested a refund. To my delight there were no quibbles or delays and my payment refunded promptly.
Many Thanks.
