I purchased a 5g keg of Dales Pale Ale on July 3rd, I brought it home and immediately noticed it was not pouring correctly (all foam). I though it was frozen or over-carbbed, I knew there was something wrong. I proceeded to tinker with my system to no avail and eventually took the keg and shook it to see if i could hear any liquid moving around inside (I did not). Before I purchased a keg from you I had taken the empty out and cleaned the lines and everything was working fine. I called Hi-Times and told them this and the gentleman on the phone could care less and told me it was my systems fault. I asked if it would be ok if I came by the next day (4th) and he said sure. The next day I arrive at your store and was told to talk to Matt, I told him my story and he went to investigate the keg room. Came back and belittled me, told me there was nothing wrong with the keg and sent me on my way with this faulty keg. So here I am, 2 days later and minus $72.00 with a keg that does nothing. I've been a decent customer for the past 5 years and I spend at least $300-500 a month at your store. I'm really disappointed that I was turned away and forced to take back my faulty keg because an employee thought it was my fault and how he was basically calling me an idiot and nothing could be wrong with it. BTW* I e-mailed them this, hoping to make someone aware. I usually don't do this but since it's my hometown store it really bummed me out. Let's see if I get a response...
It might be useful to identify the location of this place, since we're stuck with "Pacific" as the forum-based location. Yeah, anybody could Google it and see "Costa Mesa, CA", but having it in the post or the thread title would make it a bit easier for people to skim. Sucks that this happened, though - you'd think that somebody dropping that sort of money in their store would warrant a little more consideration.
You have no idea how many people buy kegs and don't know how to use them. Then they call the store and complain about it. IM NOT SAYING THIS IS WHAT HAPPENED TO YOU. What I'm trying to say is that they've probably received a lot of complaints like this from people who have no idea what they're doing. That might be why they responded the way they did. Also, there isn't really a proper procedure to refund a keg that's been tapped, AFAIK.
Peter, I totally understand the frustrating questions/complaints they must get from people not knowing how to work a kegerator proper. I'm more upset they could give 2 shits about what I was saying and trying to tell them. If its a improper keg they can dish it back to the distributor and get a replacement. Like I said, I'm now stuck with a 5g paperweight.
There is one moving part to a Sanke keg, the spring that keeps the valve shut. Are you using the proper tap with the keg? The Euro versions have a shorter stem and won't compress the ball-bearing. Maybe you have a Euro Tap. http://www.homebrewing.org/Commercial-Couplers_c_92.htm lhttp://www.homebrewing.org/Keg-Coupler-List_ep_23-1.html
It's the correct coupler for the sanke. I do have a euro coupler but I took it off and replaced it with a ball lock for my homebrews.
So they tapped it and it poured fine at Hi Time but it won't work on your system? Or what did he do with the keg in the keg room to determine it was fine?
he tap it with his cobra tap and it was still mostly foam. he went to the keg room to check temps and other kegs.
That's a bummer I know Matt fairly well and usually Matt is a good guy. Sounds like the keg has a damaged spear or ball valve it's self is not sealing properly with your coupler.
I'm sure he was stressed/overwhelmed due to it being the 4th, just kinda shitty I was blown off like that. It makes sense being the BV or Spear is faulty but still does me no good since it's been a week and not a peep from HT.
Got a call yesterday and I was informed that they would break their rules and pay for half of my next keg. They said they don't get refunds from the brew/distro and it's almost impossible that it's a faulty keg (going back to putting the blame on my system). I guess it's better than nothing but I still think it's shotty customer service for a family ran business where customer service should be your #1 priority to a certain extend. I love you Hi-Times but I might take a break and start seeing other shops.
right. not knocking you personally, i can say there is no way in hell i'd spend 3-500 a month at an establishment and not already have in place some sort relationship up the chain of command that would make this thread nonexistent. i don't spend anything near that with HT, hell i live in Northern CA nowhere near,,, even so, until maybe 6 mos back i had a contact (who recently left the company) that i'm sure would done something to prevent a thread like this from becoming necessary. i'm hoping you aren't going to say you've gotten to know the entire staff personally & as friends of yours they've all suddenly decided screw you & to treat to you like a misinformed insignificant 1 time customer???
Just wanted to give a good review of High Times. On Saturday I called to see if they had two beers in stock. They did and so I headed over. I checked the shelves for the beers I was looking for but couldn't find them. They were super busy when I walked in so I didn't ask anyone for help. When it finally slowed down and I could get someone I found out they had put the beers aside for me since I said I would be there soon. On the way there a friend who was moving called to see if I had any boxes. I asked the people at High Times if I could have some of their boxes. They gave me all the boxes I wanted and helped me carry them to my car. It was really nice of them.
