I ordered my Palio from an ebay dealer. The blade on one half was scored from where the interface with the other blade was too tight. I spoke to the original dealer who advised me to send the blade back but I wanted a new one ASAP (so many cigars, so little time!). The above had occurred over the weekend so I was only able to leave a message with Palio, however I did see that I could exchange my blade at any authorized dealer. I went to a dealer, pleaded my case and they at first were reluctant to exchange since I had not purchased from them but they looked up the policy online and exchanged my Palio with no further fuss. They even allowed me to look at a new blade to make sure I was satisfied. And satisfied I was! To top it off, I received a call from BOTL the next business day and the gentleman I spoke to was courteous and thorough in making sure my concerns were addressed. Since then my Palio has cut precise and true every single time and performed flawlessly.
Lifetime warranty is one thing but too often the hassle of exchanging an item, sending it in or filling out registration negates a policy but with Palio I can walk into any dealer at anytime and walk out with a sharp new blade. Superb customer service. And although this blade will probably serve for my lifetime I will patronize Palio again for such a quality product.
BTW the dealer that handled the exchange was Nick's Cigar World in Myrtle Beach. A fabulous store with an IMPRESSIVE collection. I urge you B/SOTL to stop by and visit. And if you see a guy with a stethoscope smoking a dog rocket cut with a Palio, say hello
10-13-2009, 07:08 PM
Palio customer service - a story
