This will make you cry, L40 destruction

[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.

[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

[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!

[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

[Laynard]

[Billb1960]