Customer Service

Vigiles · 01-15-2010, 05:10 PM

Just wanted to talk about something that I have noticed the past few months, fairly consistently in the cigar world. (keep in mind I've only been a part of the cigar world for, a few months.

)

While its not 100% across the board, customer service in the cigar industry, especially with a lot of the companies toted on this board, is really top notch.

How many other industries do you have the owner/founder/CEO/whatever interact with the community, solve problems from single customers, etc.

I'm pretty sure if I have a problem with my Mazda sitting outside, I'm not going to hear from anyone very high up about it! My computer has a problem after I buy it, how often is the CEO of that company going to call me?

Granted, a lot of the cigar companies are smaller, but its still something that I think is really cool to see!

I guess it helps that many of these people that we buy from, are fellow BOTL!

Thoughts?

01-16-2010, 07:49 AM

I agree! I had an issue with a box of Oliva G's last year, sent an email to the company and got a reply back from Jose himself. He said that ALL emails sent from their webpage go to him directly. He offered to swap my box for a brand new one. Later that day, I got an email from the Marketing guy over there (I forget his name) saying that in addition to the replacement box, he'll be tossing in a few extra things for me. Apparently he got the terms "few" and "several" mixed up and sent me a bunch of swag, samplers, ashtray, matches, etc...

Needless to say, I'm now a dedicated Oliva customer and will be for a very, very long time.

01-15-2010, 05:10 PM	#1
Vigiles Still Watching My Back Join Date: Dec 2009 First Name: Garrett Location: VA Posts: 183 Trading: (3)	Customer Service Just wanted to talk about something that I have noticed the past few months, fairly consistently in the cigar world. (keep in mind I've only been a part of the cigar world for, a few months. ) While its not 100% across the board, customer service in the cigar industry, especially with a lot of the companies toted on this board, is really top notch. How many other industries do you have the owner/founder/CEO/whatever interact with the community, solve problems from single customers, etc. I'm pretty sure if I have a problem with my Mazda sitting outside, I'm not going to hear from anyone very high up about it! My computer has a problem after I buy it, how often is the CEO of that company going to call me? Granted, a lot of the cigar companies are smaller, but its still something that I think is really cool to see! I guess it helps that many of these people that we buy from, are fellow BOTL! Thoughts?

01-16-2010, 07:49 AM	#2
The EVP Guest Posts: n/a	Re: Customer Service I agree! I had an issue with a box of Oliva G's last year, sent an email to the company and got a reply back from Jose himself. He said that ALL emails sent from their webpage go to him directly. He offered to swap my box for a brand new one. Later that day, I got an email from the Marketing guy over there (I forget his name) saying that in addition to the replacement box, he'll be tossing in a few extra things for me. Apparently he got the terms "few" and "several" mixed up and sent me a bunch of swag, samplers, ashtray, matches, etc... Needless to say, I'm now a dedicated Oliva customer and will be for a very, very long time.