That is great customer service! Pipedivan sold me a Passatore Italian pipe that had a black finish about a year ago but I didn't smoke it until late spring of this year. After one smoke the black finish bubbled up into blisters. After contacting them, I sent it back to Ireland and they replaced it with a pipe that I wanted that was similar in price. I had a Peterson pipe that burned out on me within 2 weeks of first smoking it. I sent it back to their repair department in May of this year, hoping for a replacement. My emails over the last three months got no response until my email two weeks ago received a response; when they replied that they didn't have a record of receiving it. That was a great loss, but I think they should have responded to the emails that I sent them in May, June, and July. I had no idea whether or not they had received it or not. Peterson's customer service used to be excellent back in the early 90's when I sent back a pipe that developed a crack under the band and was leaking when I smoked it. After mailing it to them, they sent me a new Deluxe!