Palio Warranty...Customer Service?

RRocket · 09-17-2009, 04:39 PM

My Palio doesn't seem as sharp as it once was, and doesn't cut as nice as it used. It needs to be replaced. I tried contacting Palio via their e-mail about exchanging it under warranty (since there are no local Palio vendors where I live). I've sent them 2 e-mail and still no reply. That burns me up since their website says " If ANY vendor does not recognize this warranty, please e-mail us info@paliocutters.com and let us know."

Heck, I'm just trying to get warranty from them direct, and they won't even reply to my e-mails.

Poor customer service IMO...I'm not impressed in the least.

pnoon · 09-17-2009, 04:46 PM

Quote:

Originally Posted by RRocket

My Palio doesn't seem as sharp as it once was, and doesn't cut as nice as it used. It needs to be replaced. I tried contacting Palio via their e-mail about exchanging it under warranty (since there are no local Palio vendors where I live). I've sent them 2 e-mail and still no reply. That burns me up since their website says " If ANY vendor does not recognize this warranty, please e-mail us info@paliocutters.com and let us know."

Heck, I'm just trying to get warranty from them direct, and they won't even reply to my e-mails.

Poor customer service IMO...I'm not impressed in the least.

That is very unusual and unlike the folks at Palio.

PM me your email address and I will contact Marc (owner of Palio) directly and make sure you are taken care of.
Also forward me a copy of the email you sent. My email addy is pnoon @ cigarasylum dot com

Tenor CS · 09-17-2009, 04:49 PM

Way to step up to the plate, Peter.
+1 for the awesomeness of Palio.

DPD6030 · 09-17-2009, 04:52 PM

Just sent it in to Palio. They will do one of two things. Sharpen your cutter and send it back or send you a brand new one. That has been my experiance with them.

RRocket · 09-17-2009, 05:02 PM

WOW!!!! Just like that I got a reply from Marc only moments ago! Talk about quick! Thanks guys!!

pnoon · 09-17-2009, 05:03 PM

Quote:

Originally Posted by RRocket

WOW!!!! Just like that I got a reply from Marc only moments ago! Talk about quick! Thanks guys!!

The internet. It's magic.

FretSpot · 09-17-2009, 09:45 PM

I just sent an email to them a few weeks ago, and received a quick reply. I've had nothing but positive experiences with dealing with Palio, even though, for me, their cutter is over rated.

poriggity · 09-17-2009, 09:48 PM

I can't imagine a Palio going dull with proper care. How long have you had it? I've had mine for about 2 years, and with proper cleaning, its NEVER been dull or in need of sharpening. Good on Marc for taking care of you.
Scott

ZenSilk · 09-18-2009, 01:11 PM

I got a Palio last week, great deal on ebay, and I have to wonder why I did not pick one up a year ago? It feels nice and thick and cuts through caps with no nonsense!

Doctorossi · 09-18-2009, 02:09 PM

I've dealt with Marc for service once and my experience could not have been better. He responded to me almost instantaneously and went out of his way to offer me more than I was asking for. This was incredible service, especially in light of the frivolous nature of my request.

Three cheers from me!

kelmac07 · 09-18-2009, 06:56 PM

Quote:

Originally Posted by Doctorossi

I've dealt with Marc for service once and my experience could not have been better. He responded to me almost instantaneously and went out of his way to offer me more than I was asking for. This was incredible service, especially in light of the frivolous nature of my request.

Three cheers from me!

Likewise, dealt with Marc and he squared me away fast and quick like!! Five stars for Palio customer service from me.

longknocker · 09-18-2009, 07:18 PM

Quote:

Originally Posted by pnoon

The internet. It's magic.

Good Job, Peter!

12-22-2009, 09:12 AM

Palio

elderboy02 · 12-22-2009, 09:15 AM

Quote:

Originally Posted by Tombstone

Palio

kenstogie · 12-22-2009, 09:40 AM

Quote:

Originally Posted by Doctorossi

I've dealt with Marc for service once and my experience could not have been better. He responded to me almost instantaneously and went out of his way to offer me more than I was asking for. This was incredible service, especially in light of the frivolous nature of my request.

Three cheers from me!

Had a Emblem fall out and ask for another. Was at my house 2 days after emailing the company with 2 emblems no just the one I needed.

htown · 12-22-2009, 09:44 AM

I got one from a Secret Santa on another board and it doesn't slide very easily. I have not been impressed.

itsme_timd · 12-22-2009, 10:05 AM

Palio is fairly well known to have excellent customer service. A friend of mine recently traveled to Atlanta on business and Marc personally made sure a local shop had one of the carbon fiber cutters in stock for him to trade out a defective one. He walked in and traded ASAP.

Honestly, if you have not heard back I'm sure there is an explanation. Good luck.

NCRadioMan · 12-22-2009, 10:21 AM

Interesting resurrection. This thread is over 3 months old. I would hope the OP has the problem solved by now.

itsme_timd · 12-22-2009, 10:22 AM

Quote:

Originally Posted by NCRadioMan

Interesting resurrection. This thread is over 3 months old. I would hope the OP has the problem solved by now.

LOL, I didn't even notice that! Yeah, hopefully he's got this one taken care of.

kenstogie · 12-22-2009, 06:37 PM

Quote:

Originally Posted by htown

I got one from a Secret Santa on another board and it doesn't slide very easily. I have not been impressed.

Try Rubbing alcohol and qtip. Run it down the rails. I have heard this works wonders but have never tried it (yet) good luck!

09-17-2009, 04:39 PM	#1
RRocket Still Watching My Back Join Date: Jan 2009 Posts: 153 Trading: (10)	Palio Warranty...Customer Service? My Palio doesn't seem as sharp as it once was, and doesn't cut as nice as it used. It needs to be replaced. I tried contacting Palio via their e-mail about exchanging it under warranty (since there are no local Palio vendors where I live). I've sent them 2 e-mail and still no reply. That burns me up since their website says " If ANY vendor does not recognize this warranty, please e-mail us info@paliocutters.com and let us know." Heck, I'm just trying to get warranty from them direct, and they won't even reply to my e-mails. Poor customer service IMO...I'm not impressed in the least.

09-17-2009, 04:49 PM	#3
Tenor CS Feeling Better! Join Date: Oct 2008 First Name: Christian Location: Davenport, FL (near Orlando) Posts: 717 Trading: (2)	Re: Palio Warranty...Customer Service? Way to step up to the plate, Peter. +1 for the awesomeness of Palio. __________________ When the world itself seems lunatic, who knows where madness lies?

09-17-2009, 04:52 PM	#4
DPD6030 Shepard of the sheeple Join Date: Oct 2008 First Name: Andrew Location: The Mitten Posts: 7,166 Trading: (151)	Re: Palio Warranty...Customer Service? Just sent it in to Palio. They will do one of two things. Sharpen your cutter and send it back or send you a brand new one. That has been my experiance with them.

09-17-2009, 05:02 PM	#5
RRocket Still Watching My Back Join Date: Jan 2009 Posts: 153 Trading: (10)	Re: Palio Warranty...Customer Service? WOW!!!! Just like that I got a reply from Marc only moments ago! Talk about quick! Thanks guys!!

09-17-2009, 09:45 PM	#7
FretSpot Ronshumidor.com Join Date: Feb 2009 First Name: Donovan Location: Springfield, MO Posts: 91 Trading: (25)	Re: Palio Warranty...Customer Service? I just sent an email to them a few weeks ago, and received a quick reply. I've had nothing but positive experiences with dealing with Palio, even though, for me, their cutter is over rated.

09-17-2009, 09:48 PM	#8
poriggity Cigar Zombie Fo Life! Join Date: Oct 2008 First Name: Scott Location: Lake Arrowhead, Ca Posts: 806 Trading: (13)	Re: Palio Warranty...Customer Service? I can't imagine a Palio going dull with proper care. How long have you had it? I've had mine for about 2 years, and with proper cleaning, its NEVER been dull or in need of sharpening. Good on Marc for taking care of you. Scott __________________ Bearded Dad Blog

09-18-2009, 01:11 PM	#9
ZenSilk Still Watching My Back Join Date: Mar 2009 Posts: 106 Trading: (8)	Re: Palio Warranty...Customer Service? I got a Palio last week, great deal on ebay, and I have to wonder why I did not pick one up a year ago? It feels nice and thick and cuts through caps with no nonsense!

09-18-2009, 02:09 PM	#10
Doctorossi Have My Own Room Join Date: Jul 2009 Location: Burlington, VT Posts: 1,684 Trading: (8)	Re: Palio Warranty...Customer Service? I've dealt with Marc for service once and my experience could not have been better. He responded to me almost instantaneously and went out of his way to offer me more than I was asking for. This was incredible service, especially in light of the frivolous nature of my request. Three cheers from me! __________________ Marvin Shanken is a terrific guy... for me to poop on!

12-22-2009, 09:12 AM	#13
Tombstone Guest Posts: n/a	Re: Palio Warranty...Customer Service? Palio

12-22-2009, 09:44 AM	#16
htown Feeling at Home Join Date: Dec 2008 First Name: Mike Location: Sugar Land Posts: 877 Trading: (29)	Re: Palio Warranty...Customer Service? I got one from a Secret Santa on another board and it doesn't slide very easily. I have not been impressed.

12-22-2009, 10:05 AM	#17
itsme_timd Adjusting to the Life Join Date: Jul 2009 First Name: Tim Location: Woodstock, GA Posts: 338 Trading: (3)	Re: Palio Warranty...Customer Service? Palio is fairly well known to have excellent customer service. A friend of mine recently traveled to Atlanta on business and Marc personally made sure a local shop had one of the carbon fiber cutters in stock for him to trade out a defective one. He walked in and traded ASAP. Honestly, if you have not heard back I'm sure there is an explanation. Good luck. __________________ Cigar Club: C4CigarClub.com ~ Twitter: TimD_C4

12-22-2009, 10:21 AM	#18
NCRadioMan Chutney Lovebusciut Join Date: Oct 2008 First Name: Chutney Location: On the shores of Loch Shiel Posts: 4,280 Trading: (66)	Re: Palio Warranty...Customer Service? Interesting resurrection. This thread is over 3 months old. I would hope the OP has the problem solved by now. __________________ The path to loyalty is trust.