This will make you cry, L40 destruction

[AuTechCoM]

A couple weeks ago I opened a sealed box of L40 and to my horror I discovered that 11 out of the 15 sticks were severely damaged. :sorrow:

http://i1046.photobucket.com/albums/b467/gimpster08/Puff/IMG_1435_1.jpg (http://s1046.photobucket.com/user/gimpster08/media/Puff/IMG_1435_1.jpg.html)

http://i1046.photobucket.com/albums/b467/gimpster08/Puff/IMG951436_1.jpg (http://s1046.photobucket.com/user/gimpster08/media/Puff/IMG951436_1.jpg.html)

http://i1046.photobucket.com/albums/b467/gimpster08/Puff/IMG951437_1.jpg (http://s1046.photobucket.com/user/gimpster08/media/Puff/IMG951437_1.jpg.html)

http://i1046.photobucket.com/albums/b467/gimpster08/Puff/IMG951439_1.jpg (http://s1046.photobucket.com/user/gimpster08/media/Puff/IMG951439_1.jpg.html)

http://i1046.photobucket.com/albums/b467/gimpster08/Puff/IMG951440_1.jpg (http://s1046.photobucket.com/user/gimpster08/media/Puff/IMG951440_1.jpg.html)

While this is certainly a tragedy, there is a silver lining. I have been in contact with DE Customer Service. and while it started off a little rocky, I have only one complaint about working with them. and it is not really a problem. When you go through their online service desk it seams that you only get one response a day from them, but i assume that is because they only have one guy working that department and he is probably real busy.

When i told him they were L40s he was quick to send out a shipping label for me to return the box. and then the next day He called as I was pulling up to UPS to drop them off, to tell me "As you may know, the L40 is an extremely limited release and we are having trouble finding a replacement" so he asked me to hold off on sending them in until they could figure out what they could do.

So in fairness and my desire to resolve the issue as fast a possible, I told him I would be willing to accept a "FAIR" substitution. Thinking that would hurry them along. and well DE is awesome and they don't want to give me something else because they feel they would be doing me wrong... So today after talking with Gary over there He is sending me some Nica Rustica for the trouble and they are working on getting me a replacement straight from the factory.

I will add that when i first made my offer of accepting a substitution they had the nerve to ask if I liked Acids... :banghead:

Secretly I think I was hoping that they might have just sent me a box of No.9 Belicoso or one of the crates of Nica Rustica, but they really are going out of their way to make this right with great communication and due diligence.

[OnePyroTec]

They should be able to send them back to the factory for a re-wrap.

Good to hear they are taking care of the problem and extras for the trouble.

When I had a customer who purchased a limited P.I. box years ago, it had the same problem. P.I. was quick to take care of it, but no extras, and I had to cover the postage from customer to me, back to P.I. and replacement from P.I. to me and back to the customer.

[AuTechCoM]

They should be able to send them back to the factory for a re-wrap.

Good to hear they are taking care of the problem and extras for the trouble.

When I had a customer who purchased a limited P.I. box years ago, it had the same problem. P.I. was quick to take care of it, but no extras, and I had to cover the postage from customer to me, back to P.I. and replacement from P.I. to me and back to the customer.

I am just glad that companies such as DE are willing to do this for us.

[TreySC]

Sucks it happened, but glad they are stepping up and doing the right thing.

[UncleFesterESQ]

Sorry to see this but happy to see the company is willing to work with you. How long had you had the box before opening? Was this a recent purchase?

[defetis]

I hope you ended up telling them you had the box. Since you're posting pics up.

[AuTechCoM]

Sorry to see this but happy to see the company is willing to work with you. How long had you had the box before opening? Was this a recent purchase?

Well the box is new to me, but the BOTL i got it from had it for about a year and a half I believe the date of purchase was January 2014. I have discussed it with him and told him I was going to go through DE to try to resolve it myself.


I hope you ended up telling them you had the box. Since you're posting pics up.

What do you mean? because that was my main reason for contacting them since it was a sealed box.

[defetis]

my bad, i thought you told me you didn't tell them you had the box so they didn't have you deal straight with the BandM that sold them.

[AuTechCoM]

my bad, i thought you told me you didn't tell them you had the box so they didn't have you deal straight with the BandM that sold them.

no i told them i didn't have a receipt

[Zeede]

Okay, it took me awhile to figure out that DE is "Drew Estate".

Some of those looked smoke-able :)

[Tobias Lutz]

Dude. That's horrific- I'm soooo sorry :(

[AuTechCoM]

Okay, it took me awhile to figure out that DE is "Drew Estate".

Some of those looked smoke-able :)

Unfortunately the pictures just do not do them justice at all. there are 4 that could be smoked but I wanted just to get the whole thing replaced.


Dude. That's horrific- I'm soooo sorry :(

Yeah I almost cried when I saw them.

[BryGuySC]

Man, that sucks.
Hoping for a good resolution.

[Cigars4Troops]

glad it seems they are working on a fix for you, but I don't understand why this would fall back on DE? the box has been in someone else's possession for 1.5 years and now that they have been opened and see they are damaged they want DE to replace them for free....how long should they guarantee their cigars? lifetime guarantee as long as they are sealed?

[Zeede]

I think it's more about seeing if they can help him out.

[AuTechCoM]

glad it seems they are working on a fix for you, but I don't understand why this would fall back on DE? the box has been in someone else's possession for 1.5 years and now that they have been opened and see they are damaged they want DE to replace them for free....how long should they guarantee their cigars? lifetime guarantee as long as they are sealed?

You are 100% right. I don't think that it full falls back on DE. However there is no evidence of damage to the box like if it had been dropped. however I had registered and account with DE and when I was looking around i found out that they will replace any cigar that has any defect.

http://i1046.photobucket.com/albums/b467/gimpster08/de%20help%20desk.png (http://s1046.photobucket.com/user/gimpster08/media/de%20help%20desk.png.html)

So I figured instead of sending the box of damaged unsmokable sticks back to the BOTL, why not give this a try. and that is also why i was/am willing to take a substitution.

[jp1979]

I wish I would have known about this a couple years ago. I bought a box of #9 Dobles that had cracks on half the box. I just sucked it up and smoked them.

[AuTechCoM]

I wish I would have known about this a couple years ago. I bought a box of #9 Dobles that had cracks on half the box. I just sucked it up and smoked them.

Oh man that sucks. personally when I saw this my first thought was "welp time to buy a coffee grinder and a nice pipe"

But luckily I am the Guarantee/Warranty Guru. Heck just last month I got Dyson to honor my warranty that was 2 years expired. It is all about being Kind, courteous, and talking to representatives like they are human beings.

[droy1958]

Oh man that sucks. personally when I saw this my first thought was "welp time to buy a coffee grinder and a nice pipe"

But luckily I am the Guarantee/Warranty Guru. Heck just last month I got Dyson to honor my warranty that was 2 years expired. It is all about being Kind, courteous, and talking to representatives like they are human beings.

Amen Jonathan! Why would someone want to help a customer who is a rude jerk?...

[AuTechCoM]

Amen Jonathan! Why would someone want to help a customer who is a rude jerk?...

The guy I work with is such a dick to anyone in customer service. I sit here and listen to him Yell, Cuss, and Threaten reps all the time and just sit back and laugh when they never do anything for him. And then I call back and have everything resolved within minutes.

As my grandmother always says. "You catch more flies with honey than you do with vinegar”

I owned a Computer repair business where a lot of my business was Warranty related so I have learned how to handle customer service reps, and my wife worked as a sales manager for Verizon for 10 years and it was fun because if the customer treated them like human-beings she would break her back to help in any way possible but the second they became hostile or insulting all of a sudden there was nothing she could do and they would have to call and talk to corporate.

[droy1958]

The guy I work with is such a dick to anyone in customer service. I sit here and listen to him Yell, Cuss, and Threaten reps all the time and just sit back and laugh when they never do anything for him. And then I call back and have everything resolved within minutes.

As my grandmother always says. "You catch more flies with honey than you do with vinegar”

I owned a Computer repair business where a lot of my business was Warranty related so I have learned how to handle customer service reps, and my wife worked as a sales manager for Verizon for 10 years and it was fun because if the customer treated them like human-beings she would break her back to help in any way possible but the second they became hostile or insulting all of a sudden there was nothing she could do and they would have to call and talk to corporate.

Yep, my wife is a project manager for one of the large tele companies. Just pisses me off to hear some of these @$$holes talk to her....

[Billb1960]

You are 100% right. I don't think that it full falls back on DE. However there is no evidence of damage to the box like if it had been dropped. however I had registered and account with DE and when I was looking around i found out that they will replace any cigar that has any defect.

http://i1046.photobucket.com/albums/b467/gimpster08/de%20help%20desk.png (http://s1046.photobucket.com/user/gimpster08/media/de%20help%20desk.png.html)

So I figured instead of sending the box of damaged unsmokable sticks back to the BOTL, why not give this a try. and that is also why i was/am willing to take a substitution.

Not sure I see how these cigars have defects.

[AuTechCoM]

Not sure I see how these cigars have defects.

There are big splits mostly at the head, but there is also on with a huge split down the side. Like I said the pictures just do not show the severity of the damage.

The 3rd picture shows the damage the best.

[AuTechCoM]

glad it seems they are working on a fix for you, but I don't understand why this would fall back on DE? the box has been in someone else's possession for 1.5 years and now that they have been opened and see they are damaged they want DE to replace them for free....how long should they guarantee their cigars? lifetime guarantee as long as they are sealed?

I just realized that this is a perfect example of Schrödinger's cat

http://i1046.photobucket.com/albums/b467/gimpster08/Schroumldingers%20cat.png (http://s1046.photobucket.com/user/gimpster08/media/Schroumldingers%20cat.png.html)

[jhedrick83]

I just realized that this is a perfect example of Schrödinger's cat

http://i1046.photobucket.com/albums/b467/gimpster08/Schroumldingers%20cat.png (http://s1046.photobucket.com/user/gimpster08/media/Schroumldingers%20cat.png.html)

Similarly, this is both funny and not funny. I'm sorry Jonathan, hopefully DE makes it right for you.

[AuTechCoM]

Similarly, this is both funny and not funny. I'm sorry Jonathan, hopefully DE makes it right for you.

So far they are doing amazing. I was kinda worried about how his could go with the Swisher international takeover. but they are handling it great and they are even sending some Nica Rustica just for my troubles. My only concern is about them only wanting to give me L40 but they don't have any on the production schedule. I know that the rep I am dealing with is working directly with the production manager down in Nicaragua to make it happen but to me that sounds like they are going to make a box and then I am going to have to wait till they come out of the aging room. So with that said it could be months before this is fully resolved.

[jp1979]

So far they are doing amazing. I was kinda worried about how his could go with the Swisher international takeover. but they are handling it great and they are even sending some Nica Rustica just for my troubles. My only concern is about them only wanting to give me L40 but they don't have any on the production schedule. I know that the rep I am dealing with is working directly with the production manager down in Nicaragua to make it happen but to me that sounds like they are going to make a box and then I am going to have to wait till they come out of the aging room. So with that said it could be months before this is fully resolved.

I would take anything they have.... ask them for a 15 of the "A" coffins....

[droy1958]

I just realized that this is a perfect example of Schrödinger's cat

http://i1046.photobucket.com/albums/b467/gimpster08/Schroumldingers%20cat.png (http://s1046.photobucket.com/user/gimpster08/media/Schroumldingers%20cat.png.html)

Errrrrr.... Can we leave quantum superposition outta' this?...I just want a damn cigar.....

[Laynard]

This is why buying sealed boxes off of BOTLs makes me nervous. I'd much rather have the seller open and inspect prior to shipping to avoid this. But, I'm glad everything seems to be working out for you. Good on DE.

[AuTechCoM]

Errrrrr.... Can we leave quantum superposition outta' this?...I just want a damn cigar.....

Well one could argue that you have a cigar and do not have a cigar

[AuTechCoM]

This is why buying sealed boxes off of BOTLs makes me nervous. I'd much rather have the seller open and inspect prior to shipping to avoid this. But, I'm glad everything seems to be working out for you. Good on DE.

Totally agree with you. I had never thought of it until this happened. And I have bought a ton of Sealed boxes from BOTLs. In hindsight this was my bad. I should have had him open to inspect before shipment. The BOTL and I have already talked about the situation and he is an awesome dude. He offered to refund completely without having to deal with DE. however I wanted to return the favor by attempting to go this route first and see if it can be a win win situation for both of us

[droy1958]

Well one could argue that you have a cigar and do not have a cigar

One could also argue if my aunt had balls, would she be my uncle....

[AuTechCoM]

I would take anything they have.... ask them for a 15 of the "A" coffins....

I offered, but the production manager said that he only wanted to replace with L40... and besides could you imaging the money I could make off of 15 "A" Coffins

[jp1979]

I offered, but the production manager said that he only wanted to replace with L40... and besides could you imaging the money I could make off of 15 "A" Coffins
That's why I said it.... cuz that's what I would ask for.... but me another box of l40, dirty rats, ffp and uf13. Lol

[jp1979]

And probably have change

[Dreadedtrash]

I don't know why I open these threads. It is kinda like watching those videos of soldiers coming home and hugging their children. I know it is a bad idea to watch it but I can't help myself.

[Zeede]

So far they are doing amazing. I was kinda worried about how his could go with the Swisher international takeover. but they are handling it great and they are even sending some Nica Rustica just for my troubles. My only concern is about them only wanting to give me L40 but they don't have any on the production schedule. I know that the rep I am dealing with is working directly with the production manager down in Nicaragua to make it happen but to me that sounds like they are going to make a box and then I am going to have to wait till they come out of the aging room. So with that said it could be months before this is fully resolved.

That is awesome! You will get a box of L40's rolled just for you, if you can wait :)

[AuTechCoM]

That is awesome! You will get a box of L40's rolled just for you, if you can wait :)

That is what it is sounding like

[Tombstone]

Oh man that sucks. personally when I saw this my first thought was "welp time to buy a coffee grinder and a nice pipe"

But luckily I am the Guarantee/Warranty Guru. Heck just last month I got Dyson to honor my warranty that was 2 years expired. It is all about being Kind, courteous, and talking to representatives like they are human beings.


I worked customer service a few years and like you said be honest and courteous and most agents will do what they can to help you. Act like a dickwad and you will get the bare minium they are required. To me customer service can make or break relationship with a company. Take care of your customers and they will be loyal.

[Demuths1770]

I have heard nothing but good about DE when it comes to customer service.

[AuTechCoM]

I have heard nothing but good about DE when it comes to customer service.

The only complaint I have/had was that it was 24hrs between responses at the beginning. But now it is a lot more fluid. I suppose because usually it is a easy cut and dry issue but with this involving such a HTF blend it required a little more effort

[Demuths1770]

The only complaint I have/had was that it was 24hrs between responses at the beginning. But now it is a lot more fluid. I suppose because usually it is a easy cut and dry issue but with this involving such a HTF blend it required a little more effort

well drew estate is in the process of updating there website and busy with the drew diplomat. there was alot of talk about this at the last drew estate event i was at

[AuTechCoM]

well drew estate is in the process of updating there website and busy with the drew diplomat. there was alot of talk about this at the last drew estate event i was at

Yeah I think a lot of us are waiting to see what comes of this.

[Demuths1770]

it sounds like a good program. and i cant believe they cant find l40s.... i have 2 or 3 local shops that have them in

[Ropey]

Looks like they were stored improperly and cracked. Major temperature fluctuations?

Kind of surprised that DE would take them back.

[AuTechCoM]

Looks like they were stored improperly and cracked. Major temperature fluctuations?

Kind of surprised that DE would take them back.

Those would have to be huge fluctuations to cause that type of damage I would think

[Chigars]

One could also argue if my aunt had balls, would she be my uncle....
This is my all time favorite line! Lol

[Demuths1770]

Those would have to be huge fluctuations to cause that type of damage I would think

Any new updates from DE

[AuTechCoM]

Any new updates from DE

as of right now. no updates since I dropped the box off at UPS and let Gary know that they were on their way. The tracking info says that they are out for delivery so I would assume that I might get and update of some type by the end of day if not Monday for sure.

[AuTechCoM]

Just got an update since I sent the box back to DE, last week...

"Jonathan,

Thank you, we are currently examining the cigars.

-Drew Estate Gary-"

[GDaddy]

Looks like they were stored improperly and cracked. Major temperature fluctuations?

Kind of surprised that DE would take them back.

I agree.

Those cigars are dry and ruined because of the guy who sold them to you didn't properly care for them. It's his fault... why aren't you going after him for a refund? I don't think it's a very honest act to try to weasel new cigars out of DE when they are clearly not at fault.

[AuTechCoM]

I agree.

Those cigars are dry and ruined because of the guy who sold them to you didn't properly care for them. It's his fault... why aren't you going after him for a refund? I don't think it's a very honest act to try to weasel new cigars out of DE when they are clearly not at fault.

Sorry if it came off that way. but I am not trying to weasel anything... If DE didn't want to honor something, Why would they have a claim form for just this type of problem? I have discussed it with the BOTL that I got them from and he is willing to refund, because His DE rep said that we should go this way with it first and see what they said. either way no one is getting screwed because the same rep even said he would handle it if they didn't through customer service.

So i don't see how I, or anyone involved is Trying to "weasel" anything out of anyone.

[Zeede]

Agreed. I don't see what is wrong with Jonathan asking. It isn't likely Drew Estate's fault that this happened, but if they are willing to make good on it, I don't see the problem with it.

[GDaddy]

Totally agree with you. I had never thought of it until this happened. And I have bought a ton of Sealed boxes from BOTLs. In hindsight this was my bad. I should have had him open to inspect before shipment. The BOTL and I have already talked about the situation and he is an awesome dude. He offered to refund completely without having to deal with DE. however I wanted to return the favor by attempting to go this route first and see if it can be a win win situation for both of us

A box of DE cigars were admittedly purchased a year and a half ago by someone else. They were obviously not cared for properly and you don't have a receipt. Did you put this information on the return form you filled out?

You admit... "In hindsight this was my bad. I should have had him open to inspect before shipment." YES, it was your bad and you should take responsibility for it. Your pal was selling you BAD cigars. DE was not selling you bad cigars HE WAS. Very simply the guy who ruined the cigars is the one responsible.

Now you want DE to make good on new cigars so you and the guy who sold you crap cigars can have a "win/win". What the heck?? You don't want him to have to pay for the cigars he ruined. No, for some reason you think he's an "awesome dude" so now you try to get them for free from DE so you can "return the favor". Come on man!

You, and some others here, seem to think it's an acceptable practice to try and get over on them even though they have done nothing wrong. Shameful.

[Zeede]

Drew Estate has a form to fill out for just this kind of situation. How is it his bad for filling it out?

Are you omniscient? How do you know the box wasn't dropped as it was being loaded at the Drew Estate factory?

Edit: Lots of companies that make consumables have a "quality/satisfaction" return policy. Are you saying that if I open a bag of Pepperidge Farm Milanos and find they've all been cracked that I am a bad person for seeing if they will replace them for me?

[Billb1960]

http://i1372.photobucket.com/albums/ag360/hey_blue99/Mobile%20Uploads/2015-03/3A7149F2-A94F-4FA9-B459-9B3D642E72CA_zpshrhqunws.jpg (http://s1372.photobucket.com/user/hey_blue99/media/Mobile%20Uploads/2015-03/3A7149F2-A94F-4FA9-B459-9B3D642E72CA_zpshrhqunws.jpg.html)

[AuTechCoM]

A box of DE cigars were admittedly purchased a year and a half ago by someone else. They were obviously not cared for properly and you don't have a receipt. Did you put this information on the return form you filled out?

You admit... "In hindsight this was my bad. I should have had him open to inspect before shipment." YES, it was your bad and you should take responsibility for it. Your pal was selling you BAD cigars. DE was not selling you bad cigars HE WAS. Very simply the guy who ruined the cigars is the one responsible.

Now you want DE to make good on new cigars so you and the guy who sold you crap cigars can have a "win/win". What the heck?? You don't want him to have to pay for the cigars he ruined. No, for some reason you think he's an "awesome dude" so now you try to get them for free from DE so you can "return the favor". Come on man!

You, and some others here, seem to think it's an acceptable practice to try and get over on them even though they have done nothing wrong. Shameful.

With all due respect, I believe that you have missed the theme of this thread. I have done nothing but praise DE for how they are handling this situation. And to offer a word of warning to other BOTLs/SOTLs about buying sealed boxes on the secondary market

[Laynard]

A box of DE cigars were admittedly purchased a year and a half ago by someone else. They were obviously not cared for properly and you don't have a receipt. Did you put this information on the return form you filled out?

You admit... "In hindsight this was my bad. I should have had him open to inspect before shipment." YES, it was your bad and you should take responsibility for it. Your pal was selling you BAD cigars. DE was not selling you bad cigars HE WAS. Very simply the guy who ruined the cigars is the one responsible.

Now you want DE to make good on new cigars so you and the guy who sold you crap cigars can have a "win/win". What the heck?? You don't want him to have to pay for the cigars he ruined. No, for some reason you think he's an "awesome dude" so now you try to get them for free from DE so you can "return the favor". Come on man!

You, and some others here, seem to think it's an acceptable practice to try and get over on them even though they have done nothing wrong. Shameful.

I'm not sure where all this aggression is coming from. Unless DE hired you as some sort of bodyguard, let them handle it. They have every right to handle this situation as they see fit. As was stated, the damage could be from DE (as the box was sealed). You are assuming the original purchaser did the damage due to improper storage, which only he knows if that is the case. Jon has stated that he was upfront with them about the whole situation, so no one is trying to "get over on them." Let DE decide if they want to replace the cigars, it's their company and merchandise, not yours.

[jhedrick83]

A box of DE cigars were admittedly purchased a year and a half ago by someone else. They were obviously not cared for properly and you don't have a receipt. Did you put this information on the return form you filled out?

You admit... "In hindsight this was my bad. I should have had him open to inspect before shipment." YES, it was your bad and you should take responsibility for it. Your pal was selling you BAD cigars. DE was not selling you bad cigars HE WAS. Very simply the guy who ruined the cigars is the one responsible.

Now you want DE to make good on new cigars so you and the guy who sold you crap cigars can have a "win/win". What the heck?? You don't want him to have to pay for the cigars he ruined. No, for some reason you think he's an "awesome dude" so now you try to get them for free from DE so you can "return the favor". Come on man!

You, and some others here, seem to think it's an acceptable practice to try and get over on them even though they have done nothing wrong. Shameful.

With all due respect, if you have a problem with the way Jonathan AND DE have conducted themselves, you should take it to a PM. You already expressed your opinion on this topic once before (and go personal there too), I don't see what you hope to achieve by continuing.

[jp1979]

A box of DE cigars were admittedly purchased a year and a half ago by someone else. They were obviously not cared for properly and you don't have a receipt. Did you put this information on the return form you filled out?

You admit... "In hindsight this was my bad. I should have had him open to inspect before shipment." YES, it was your bad and you should take responsibility for it. Your pal was selling you BAD cigars. DE was not selling you bad cigars HE WAS. Very simply the guy who ruined the cigars is the one responsible.

Now you want DE to make good on new cigars so you and the guy who sold you crap cigars can have a "win/win". What the heck?? You don't want him to have to pay for the cigars he ruined. No, for some reason you think he's an "awesome dude" so now you try to get them for free from DE so you can "return the favor". Come on man!

You, and some others here, seem to think it's an acceptable practice to try and get over on them even though they have done nothing wrong. Shameful.
Why do you even give a shit? Are you paying for the replacement box? No. You don't like it move on to a different thread.

If the DE rep told them to go this route then that is what they should do. If it works great, if not, it is what it is and the seller is going to refund him. Don't see a reason for you to get all bent out of shape about it.

Relax buddy. It ain't that serious.

[AuTechCoM]

I find it crazy that I feel the need to explain/defend myself on this subject but I highly doubt that this was a storage issue on the sellers part.

This single box was part of a bigger lot including 4 other boxes of Liga Unico all bought at the last DE even he went to sometime last year.

So my thought is that if he was storing them so incorrectly wouldn't it stand to reason that some of the other boxes would have similar damage? Including the second sealed box from the same purchase.

And secondly doesn't the seller have the same right to go to DE for a replacement? So what is the difference of me sending them instead of him? Isn't he covered buy the quality guarantee?

[AuTechCoM]

Drew Estate has a form to fill out for just this kind of situation. How is it his bad for filling it out?

Are you omniscient? How do you know the box wasn't dropped as it was being loaded at the Drew Estate factory?

Edit: Lots of companies that make consumables have a "quality/satisfaction" return policy. Are you saying that if I open a bag of Pepperidge Farm Milanos and find they've all been cracked that I am a bad person for seeing if they will replace them for me?

Mmmm..... milanos.... *in a homer Simpson voice with drool*

[GDaddy]

I find it crazy that I feel the need to explain/defend myself on this subject but I highly doubt that this was a storage issue on the sellers part.

This single box was part of a bigger lot including 4 other boxes of Liga Unico all bought at the last DE even he went to sometime last year.

So my thought is that if he was storing them so incorrectly wouldn't it stand to reason that some of the other boxes would have similar damage? Including the second sealed box from the same purchase.

And secondly doesn't the seller have the same right to go to DE for a replacement? So what is the difference of me sending them instead of him? Isn't he covered buy the quality guarantee?



Yes, absolutely, the seller has a right to go for replacement. You don't. As the form said you need to show proof of purchase...a receipt. Do you have one? No.

Did you answer honestly to the questions on the form? The form you displayed shows that you skipped over those questions.

How were they being stored? ..... Did you let DE know they were a year and a half old and you bought them second hand or did you skip that one?

The thing that bothers me is the attitude that it's OK to do this kind of thing. If you can get them to issue you some cigars you see it as a win win for you and your buddy. It's not a win win. It's win/lose and DE becomes the loser. They did nothing wrong.

I don't agree that this type of tactic is acceptable. What happened to taking on personal responsibility?

[Chadderkdawg]

Yes, absolutely, the seller has a right to go for replacement. You don't. As the form said you need to show proof of purchase...a receipt. Do you have one? No.

Did you answer honestly to the questions on the form? The form you displayed shows that you skipped over those questions.

How were they being stored? ..... Did you let DE know they were a year and a half old and you bought them second hand or did you skip that one?

The thing that bothers me is the attitude that it's OK to do this kind of thing. If you can get them to issue you some cigars you see it as a win win for you and your buddy. It's not a win win. It's win/lose and DE becomes the loser. They did nothing wrong.

I don't agree that this type of tactic is acceptable. What happened to taking on personal responsibility?

I agree with the point you are trying to make, but 200 bucks worth of cigars is a drop in the ocean for DE, not to mention the good faith and customer for life that they will get for being so generous. Their marketing budget will cover, and profit from helping a guy out like this.

[jp1979]

Yes, absolutely, the seller has a right to go for replacement. You don't. As the form said you need to show proof of purchase...a receipt. Do you have one? No.

Did you answer honestly to the questions on the form? The form you displayed shows that you skipped over those questions.

How were they being stored? ..... Did you let DE know they were a year and a half old and you bought them second hand or did you skip that one?

The thing that bothers me is the attitude that it's OK to do this kind of thing. If you can get them to issue you some cigars you see it as a win win for you and your buddy. It's not a win win. It's win/lose and DE becomes the loser. They did nothing wrong.

I don't agree that this type of tactic is acceptable. What happened to taking on personal responsibility?

What is the difference if the seller or the buyer send them in? Its the same thing either way.

1. Jonathan sends them in, they get replaced.
2. John sends them back to the seller, he sends them in, they get replaced, the seller sends them back to John

Its the same scenario either way. Give it a rest and go start another "All CC are the same" thread...

[AuTechCoM]

Yes, absolutely, the seller has a right to go for replacement. You don't. As the form said you need to show proof of purchase...a receipt. Do you have one? No.

Did you answer honestly to the questions on the form? The form you displayed shows that you skipped over those questions.

How were they being stored? ..... Did you let DE know they were a year and a half old and you bought them second hand or did you skip that one?

The thing that bothers me is the attitude that it's OK to do this kind of thing. If you can get them to issue you some cigars you see it as a win win for you and your buddy. It's not a win win. It's win/lose and DE becomes the loser. They did nothing wrong.

I don't agree that this type of tactic is acceptable. What happened to taking on personal responsibility?

Yes we did talk about it with not only the DE Sales Rep but also the DE Customer service Rep. also if you read the requirements you would have read this "5. Proof of purchase. A simple photo of the bad cigar (with band), preferably with receipt, will do." so how do I not have proof of purchase by their requirments, and I don't know about you but my B&M just uses a simple cash register that only adds up numbers and prints totals + Tax so i don't see how such a receipt would make a difference since it doesn't say Liga Unico L40 on it. all i have done is skip sending them back to said BOTL and taken it upon myself to save a brother the headache of refunding me then doing the same steps and then sending them back to me.

[Emperor Zurg]

When you post something on a message board you find that opinions are similar to a$$holes:
Everyone has one.
Some of them stink.

Dunno why that comes to mind...
$0.02

[Tobias Lutz]

When you post something on a message board you find that opinions are similar to a$$holes:
Everyone has one.
Some of them stink.

Dunno why that comes to mind...
$0.02

way to...

http://leankit.com/blog/wp-content/uploads/2014/01/break-it-down.jpg

[Zeede]

It's win/lose and DE becomes the loser. They did nothing wrong.

I don't agree that this type of tactic is acceptable. What happened to taking on personal responsibility?
Please explain how it is that you know with 100% certainty that this is not the fault of Drew Estate or one of the shipping companies they used?

[jhedrick83]

Discussion about returns and exchanges is fine as long as it is all kept civil. This thread is about Jonathan's exchange of damaged cigars. Whether you agree with him or don't you should be able to respect him and his thread. If you have no respect for Jonathan, that's fine too. Again, either take it to a PM and discuss it with him personally or walk away. We don't all have to be best friends here, but it needs to stay respectful. That's true for anyone posting here about Jonathan's exchange or any of the responses to it.

[Laynard]

:applause:

[Ilroy]

sorry...

[jhedrick83]

Omitting a name doesn't necessarily make it more civil, just FYI.

[StogieNinja]

First of all, I think this thread illustrates why these sorts of things are best done privately, between the company and the customer. If the customer gets resolution, then they can post afterward about how great the service is. But I don't think going through the process in public does anyone any good, it just opens things up for what the internet is best known for, which is off-the-cuff judgments being thrown every which way.

Second, from what the OP has posted, he's been honest with DE about where he got the sticks, and how, and DE is still willing to work with him. The OP has done nothing wrong. Had he lied about where they were from, etc, then I would agree that he was being unethical, but IIRC he stated the local DE rep told the guy he bought them from he should pursue it this way.

Third, I don't think DE has any obligation to him whatsoever. They were in a third party's hands for a long time, and therefore DE has no obligation to stand behind the product. The fact that they're willing to do so, speaks volumes about the care DE has for their customers' experience with their products. Bravo to DE!

[Demuths1770]

First of all, I think this thread illustrates why these sorts of things are best done privately, between the company and the customer. If the customer gets resolution, then they can post afterward about how great the service is. But I don't think going through the process in public does anyone any good, it just opens things up for what the internet is best known for, which is off-the-cuff judgments being thrown every which way.

Second, from what the OP has posted, he's been honest with DE about where he got the sticks, and how, and DE is still willing to work with him. The OP has done nothing wrong. Had he lied about where they were from, etc, then I would agree that he was being unethical, but IIRC he stated the local DE rep told the guy he bought them from he should pursue it this way.

Third, I don't think DE has any obligation to him whatsoever. They were in a third party's hands for a long time, and therefore DE has no obligation to stand behind the product. The fact that they're willing to do so, speaks volumes about the care DE has for their customers' experience with their products. Bravo to DE!

either way whether he waited to post or not someone would be "unhappy" with the process taken. it all comes down to drew estate caring about customers. if this was me and i never had drew estate i would keep buying drew estate even if i didnt like them till i found one i did just simply for the customer service. with that out of they way i have heard of some issues with unicos hear of late over the last year about poor quality so these may have very well came from DE this way

[GDaddy]

First of all, I think this thread illustrates why these sorts of things are best done privately, between the company and the customer. If the customer gets resolution, then they can post afterward about how great the service is. But I don't think going through the process in public does anyone any good, it just opens things up for what the internet is best known for, which is off-the-cuff judgments being thrown every which way.

Second, from what the OP has posted, he's been honest with DE about where he got the sticks, and how, and DE is still willing to work with him. The OP has done nothing wrong. Had he lied about where they were from, etc, then I would agree that he was being unethical, but IIRC he stated the local DE rep told the guy he bought them from he should pursue it this way.

Third, I don't think DE has any obligation to him whatsoever. They were in a third party's hands for a long time, and therefore DE has no obligation to stand behind the product. The fact that they're willing to do so, speaks volumes about the care DE has for their customers' experience with their products. Bravo to DE!

Well said. I especially agree with the the last paragraph.

However, when the OP announced early in this thread that... "luckily I am the Guarantee/Warranty Guru. Heck just last month I got Dyson to honor my warranty that was 2 years expired."

It became apparent that this is the OP's way of doing business. He's proud of it.

I, obviously don't like those tactics and find them less than honest. It certainly does speak volumes about DE and Dyson and others. Customer service is very important to these companies and some people see this as an opportunity to take advantage and that's unfortunate.

[Laynard]

http://i75.photobucket.com/albums/i281/Laynard/threadjack.jpg (http://s75.photobucket.com/user/Laynard/media/threadjack.jpg.html)

[AuTechCoM]

Well said. I especially agree with the the last paragraph.

However, when the OP announced early in this thread that... "luckily I am the Guarantee/Warranty Guru. Heck just last month I got Dyson to honor my warranty that was 2 years expired."

It became apparent that this is the OP's way of doing business. He's proud of it.

I, obviously don't like those tactics and find them less than honest. It certainly does speak volumes about DE and Dyson and others. Customer service is very important to these companies and some people see this as an opportunity to take advantage and that's unfortunate.

I honestly don get what you are so upset about. First of all I have not thrown a fit, gotten mad, or demanded that DE do anything. They have every right to not do anything, however they have decided to do something because they believe in Customer Satisfaction and the presentation of their products. Personally I dont see where you get off being so pissed about the way a company chooses to do business in matters such as this. Maybe you have been the victim of something not working out for you.

As stated with the Dyson situation and this Situation, neither company is required to do anything, if they should chose not to. But they did and now they each have a loyal customer for life. just as with the Dyson, my wife wants a shark and i have told her no we will be getting another Dyson when this one finally dies. as with DE even though swisher has bought them and who knows where their quality or blends will end up, but i do know that I will always have some DE in my humidor

i do not see how you can get your panties in such a knot over the fact that I can talk to a customer service rep as a human being and remain calm and casual in trying to resolve an issue no matter where the fault lies or weather it is anyone's fault at all for all we know it could have been on the production floor, boxing, export shipping, domestic distribution/storage, someone dropping it while looking at it in the B&M, the original owner shaking it like a kid shaking a Christmas present, shipment across country to my doorstep. with this being a SEALED box no one will ever know where the damage occurred. but DE seems to think that it fits all the requirements of their replacement policy as per (Customer service rep, Sales Rep, General Management at the Florida HQ, Production manager in Nicaragua, and any other number of DE management staff) All of these people involved have no problem with the whole situation. but you on guy on the internet feel that i am a horrible, dishonest, swindler, with questionable morals. who are you? I know i have bit my tongue on the matter for almost 24 hrs but Jesus Christ man get over yourself, unless you are involved in any decision that DE as a company makes, then by all means get in contact with whomever you need to and tell them to send back the broken cigars, and i will send them back through your preferred method only to achieve the same end result. but my guess is that you are not a DE employee so let them conduct business as they see fit.

after that, i am done with this off topic S#!t Storm. I have just have had enough with someone acting like I am immoral and dishonest.


First of all, I think this thread illustrates why these sorts of things are best done privately, between the company and the customer. If the customer gets resolution, then they can post afterward about how great the service is. But I don't think going through the process in public does anyone any good, it just opens things up for what the internet is best known for, which is off-the-cuff judgments being thrown every which way.

Second, from what the OP has posted, he's been honest with DE about where he got the sticks, and how, and DE is still willing to work with him. The OP has done nothing wrong. Had he lied about where they were from, etc, then I would agree that he was being unethical, but IIRC he stated the local DE rep told the guy he bought them from he should pursue it this way.

Third, I don't think DE has any obligation to him whatsoever. They were in a third party's hands for a long time, and therefore DE has no obligation to stand behind the product. The fact that they're willing to do so, speaks volumes about the care DE has for their customers' experience with their products. Bravo to DE!

you are absolutely right if i had lied that would be one thing but I didn't and DE has stepped up to fix what they really didn't need to in the first place

[Billb1960]

http://i1372.photobucket.com/albums/ag360/hey_blue99/Mobile%20Uploads/2015-03/BF4963D4-AFF4-4393-8DC6-E5A4AA981806_zpsczcm1hry.jpg (http://s1372.photobucket.com/user/hey_blue99/media/Mobile%20Uploads/2015-03/BF4963D4-AFF4-4393-8DC6-E5A4AA981806_zpsczcm1hry.jpg.html)

[AuTechCoM]

http://i1372.photobucket.com/albums/ag360/hey_blue99/Mobile%20Uploads/2015-03/BF4963D4-AFF4-4393-8DC6-E5A4AA981806_zpsczcm1hry.jpg (http://s1372.photobucket.com/user/hey_blue99/media/Mobile%20Uploads/2015-03/BF4963D4-AFF4-4393-8DC6-E5A4AA981806_zpsczcm1hry.jpg.html)

Year sorry I had to vent and that is the last response on this side road we took regarding this subject. I will update as I receive updates.

[jhedrick83]

Let's get this back on topic so nobody has to close it. Pro tip: If you dislike a user and want an assist in ignoring them, go to their profile, underneath the avatar is "Add to Ignore list", click it.

[AuTechCoM]

Let's get this back on topic so nobody has to close it. Pro tip: If you dislike a user and want an assist in ignoring them, go to their profile, underneath the avatar is "Add to Ignore list", click it.

Sorry for that. there is no need to close as I am done with the off topic part, just needed to defend myself. feel free to cleanup and get us back on track if that is what the mod team should wish.

[jhedrick83]

Sorry for that. there is no need to close as I am done with the off topic part, just needed to defend myself. feel free to cleanup and get us back on track if that is what the mod team should wish.

I understand, I'm not wanting to close it as I am sure many people are interested in the outcome. I just want the threadjacking to stop.

[Laynard]

One last threadjack:

Someone hit Billb1960 with some RG for me. That dog photo is hilarious! I literally LOL'd.

Back to topic.

[AuTechCoM]

One last threadjack:

Someone hit Billb1960 with some RG for me. That dog photo is hilarious! I literally LOL'd.

Back to topic.

I would, but I have to spread it around after liking the Ron Burgandy meme

[Hardheaded]

One last threadjack:

Someone hit Billb1960 with some RG for me. That dog photo is hilarious! I literally LOL'd.

Back to topic.

Done.

His post also reminded me I have some hots to grill up tonight. Lol

[Zeede]

It became apparent that this is the OP's way of doing business. He's proud of it.

I, obviously don't like those tactics and find them less than honest. It certainly does speak volumes about DE and Dyson and others. Customer service is very important to these companies and some people see this as an opportunity to take advantage and that's unfortunate.
*OR*, alternatively, he's really nice to customer service reps, who usually have to take all kinds of crap from people all day, so they do him a favor and help him out. His point was that being nice often times gets better results than being nasty.

Please show me where he was lying or otherwise being dishonest.

Because, the way I was raised, telling people the truth, being nice and asking them to help you out is not a "tactic", and these days it is in damned short supply.

Whatever happened to giving other BotLs the benefit of the doubt? You seem to have already passed judgment on some person you've never met before and have probably exchanged words over the internet with a handful of times.

All your finger pointing and character assassinating just reflects poorly on you, not Jonathan.

[Demuths1770]

*OR*, alternatively, he's really nice to customer service reps, who usually have to take all kinds of crap from people all day, so they do him a favor and help him out. His point was that being nice often times gets better results than being nasty.

Please show me where he was lying or otherwise being dishonest.

Because, the way I was raised, telling people the truth, being nice and asking them to help you out is not a "tactic", and these days it is in damned short supply.

Whatever happened to giving other BotLs the benefit of the doubt? You seem to have already passed judgment on some person you've never met before and have probably exchanged words over the internet with a handful of times.

All your finger pointing and character assassinating just reflects poorly on you, not Jonathan.

this is so true!! i work in customer service and i will give a refund to someone that is nice or not even ask for it quicker than someone yelling at me.

[WNYTONY]

this is so true!! i work in customer service and i will give a refund to someone that is nice or not even ask for it quicker than someone yelling at me.

Preach it !
Our customers seem to think that raising their voice and insulting the staff in the middle of the store will get them a refund or whatever they want, which is often to use 14 coupons that all clearly say cannot be combined with other offers some of which are not even from our stores ! Yelling and screaming often results in a call to security whereas logic and calmly discussing the issue usually results in making the customer happy.

From a retailer having to deal with stuff like this every day I see no problems with the way he handled it or the way DE has responded.
And it is actually a bit surprising that someone even wants to stick up for the retailer (manufacturer in this case) because that usually isn't the case.

As to the OP being a weasel - that's an entirely different topic and we don't have the time for that right now :poke::poke:

[Emperor Zurg]

this is so true!! i work in customer service and i will give a refund to someone that is nice or not even ask for it quicker than someone yelling at me.

So you're admitting that this sleazy tactic works on you too? I'm... I'm... outraged!

[GDaddy]

And it is actually a bit surprising that someone even wants to stick up for the retailer (manufacturer in this case) because that usually isn't the case.



Tony, I think you got to the root of the problem. I've asked a few people now about this situation and have gotten the same answer several times but first I'd like to hear your answer. Why do you think it is that people don't stick up for the retailer even when the retailer has done nothing wrong?

[Chadderkdawg]

I motion to lock this thread up, it's continued to derail further after multiple mods have requested the bickering be moved to private message. I personally hate to see a wholesome community be torn down because of a pissing match like this. Happened at poof, this is the first I've seen of it here.

[Zeede]

Because those retailers could simply deny a replacement if they so chose, or rescind the policy altogether. They don't need to be defended.

Are there no restaurants in your part of Florida? Did you know that almost every restaurant has a policy that if you take one bite of their food, and find that it tastes bad or was made wrong (well-done when you asked for medium-rare) they will take it back and replace it? Do they need to be defended?

And unless Drew Estate has some sort of Klaatu-signal and summoned you to rescue them from the devious machinations of AuTech, I suggest that you drop it. Start your own thread about the moral decay of CigarBum members or something.

[AuTechCoM]

I retract my statement.

[jhedrick83]

I asked multiple times for all parties to keep it civil, it didn't happen. That's all folks. Sorry Jonathan. If you want, keep us posted of how the process turns out. A warning for all parties, if Jonatahn decides to start another thread on this topic later, I would strongly suggest that all parties keep it civil.

[AuTechCoM]

Alright guys this thread is back in the land of the living!

I just wanted to post another update praising they guys over at DE. I just got a call from Gary over in customer service letting me know that my replacement L40s had arrived in Miami and that he was shipping them out to me today. All in all DE is amazing. it has taken about 3 & 1/2 months which i don't think is bad and to be honest i haven't had time to really sit back and enjoy smoking cigars as of late.

[droy1958]

Alright guys this thread is back in the land of the living!

I just wanted to post another update praising they guys over at DE. I just got a call from Gary over in customer service letting me know that my replacement L40s had arrived in Miami and that he was shipping them out to me today. All in all DE is amazing. it has taken about 3 & 1/2 months which i don't think is bad and to be honest i haven't had time to really sit back and enjoy smoking cigars as of late.

Well that beats a stick in the eye...

[AuTechCoM]

Well that beats a stick in the eye...

That is what i thought. I cannot stress enough on how awesome DE has been with this whole thing. They are an awesome company.

[WNYTONY]

That is what i thought. I cannot stress enough on how awesome DE has been with this whole thing. They are an awesome company.

Glad it all worked out. Drew Estate secures a happy customer who is also spreading the word. That's how it's supposed to work

[TreySC]

Glad everything worked out for you.

[Demuths1770]

sounds like typical Drew Estate! i actually picked a box of l40s afew weeks ago at a event and they are resting!! glade everything worked out. i was just wondering how you made out afew weeks ago

[AuTechCoM]

Glad it all worked out. Drew Estate secures a happy customer who is also spreading the word. That's how it's supposed to work

That is exactly what is happening. In fact with how they have handled this I am already planning to buy another box or two of Nica Rustica and maybe a LP9

[chris19]

I am glade they took care of the matter. I can tell you I will buy with confidence because I know they have a good product and great customer service.

[WNYTONY]

That is exactly what is happening. In fact with how they have handled this I am already planning to buy another box or two of Nica Rustica and maybe a LP9

You won't do it !

[AuTechCoM]

You won't do it !

Don't make me accidentally send them to you

[WNYTONY]

Don't make me accidentally send them to you

Don't start - I already owe you........

[Zeede]

:thumb: