“I’m actually embarrassed to write this, let me explain; I have owned a Pull Trolley for years from Stewart Golf and have been very happy with it. I decided to upgrade to an electric trolley and go for the Q-Follow. When I received it, it is great but was the middle of winter, I was very happy with the range the build quality and the remote features. Due to the weather, I never had chance to test out the follow feature, but on a quick test at the time it worked well.
After a couple of rounds I had an issue with a grinding from one of the wheels as the front, I reported this to Customer Support and they were superb! Sent out a replacement bearing and I managed to find a YouTube video on how to change it.
Roll forward 7 months I finally got around to using the Follow feature. I read the manual inside out, watched all reviews and instructions I could find on YouTube. – I believe I fully understand how the system works and how to use it. First few outings and the trolley behaved strangely, it would just stop midway down the fairway. I would turn and press a button on the remote and it would respond. This happens maybe 5-6 time a round, I started to look into the issue and tried basics steps such as leaving any Bluetooth items in the car, fully charging batteries, checked where on the course this occurred (it was random), I even played a couple of other course and the issues still continued.
At this point, I just put it down to system that isn’t perfect.
This was until I played with someone (who bought the trolley on my recommendation), he bought the trolley in May, and we play three times on two courses together. While my trolley would continue randomly disconnect – his trolley didn’t not have one issue. We even swapped for a few holes and he had the disconnect issue while using my trolley. I had no issues with his.
I thought I would reach out to Customer Support to maybe help me diagnose the issue, maybe have steps to reset the system or even a way to upgrade the firmware. CS team were great last time, but this time it’s a very disappointing experience.
The first reply was
“When the handset is attached to the back of your belt or pocket and you turn slightly, the handset can disconnect from the trolley. THIS IS NORMAL and it connects straight away.
I do not think you have an issue.
”
I tried to argue that it did not connect straightway and it’s not normal (Certainly not how it appears in reviews, or compared to my golf partner, etc). From this point things got worse and Customer service would not take me seriously. They were constantly saying “Its normal” and to Make a video.
My trouble is that its Random and I really don’t want to video my whole round – I’m not Rick Shiels!
After a back and forth of 5 or so emails I started to be made to feel like a liar and that I was needing to convince the company that in fact had an issue. I’m not sure if this is a tactic to put people off or just bad customer service. Not to mention being corrected on one email for missing a “not”, it was a very petty response as the customer service person (Jan) understood the meaning.
I play golf to relax, as I only have a few hours on a Sunday morning at 6am the time is limited. I eventually filmed the issue (it occurred 6 times that day but trying to film constantly was a pain). However, I did successfully film the trolley stopping! I sent this to the company and thought now at least we can have a conversation about was to diagnose the issue. … No .. my reply was basically an extract from the manual and another request to film the issue.
The request was for the exact same thing; Handset on back pocket, start in the neutral zone and walk away from the front of the trolly. I have done this and I’m out of patience and I really cannot face filming again.
I cannot recommend Stewart Golf to anyone anymore and will being making sure all those that I spoken to in the past and in the future to know my experience.”
