Palio Customer Service

[kenstogie]

So I have a Palio and it work fantasticly BUT one of the emblems fell out soooo I decided I'll shoot Palio (info@paliocutters.com) an email....

Sir,
I love my Palio and use it pretty much exclusively. It clearly provides the best cut for my cigars. Unfortunately one of the silver emblems appeared to not be glued securely and fell out in the course of use. Would it be possible to get another one? Many thanks for your consideration and keep up the good work with the excellent cutters!
Ken XXXXXXXXX
11 XXXXX Ave
XXXXXXX, NY 11111
(XXX) XXX-XXXX

In under 5 minutes this was the response.....

Dear Kenneth,

First, thank you for contacting us and the kind words concerning our product. We would be more than happy to send you a new crest. Our suggestion is that you use a small drop of good quality super glue and then use a non-pointed piece of soft wood centered on the piece to push the emblem down into the cavity. Once you have it fully seated you may wipe clean any glue which has seeped over the sides. Let the piece sit, crest up, for a few hours and you should be fine. If any of this is difficult or causes you hassle, please do not hesitate to contact us again and we will make arrangements for you to get a new unit at an authorized Palio retailer near you or by having you return the unit to us directly. Again, thank you for contacting us and your patronage, past, present and future.

Sincerely,

Marc Aub President/CEO
Brother of the Leaf, LLC.
Esencia Cigars/Palio Cutters
30231 Fairway Ash
Fair Oaks Ranch, TX 78015
Esencia Cigars-----Brother of the Leaf, LLC-----Palio Cutters
Esencia Cigar | The Finest Premium Handmade Nicaraguan Cigars
Palio Cutters - Palio cigar cutters, double blade guillotine stainless steel composite cutter
1-888-507-2540


A++++++

[golfermd]

Don't you wish all vendors worked that way. For the most part I have had excellent service for products I have purchased.

[BTcigars]

Palio is a really good company. I had purchased one of their carbon fiber cutters and when I received it there were a few cosmetic defects like dust had settled into the finish and some glue had oozed onto the crest. I sent it back in and I shortly had a brand new cutter and they enclosed a Escencia cigar! They provided great support and it dosen't hurt that their cutters are made in America!

[kenstogie]

Yea in general customer service from cigar companies is usually great. It was a nice touch to get it straight from the Prez! Also nice there made in the USA.

[P_Roberts]

WOW! Awesome customer service, it's nice to hear a company recognized for doing a good job and not only the bad stuff. I will defiantly be purchasing a Palio cutter.

[Mustard]

When Palio changed ownership, I contacted their CS and asked that if ever my old Palio needed warranty repairs would they honor it. Marc Aub responded and said they would and to attach his email to the cutter and send it in. Of course my Palio still doesnt need any warranty repair or exchange as it is still sharp as ever and going on strong since 2001.

[tobacmon]

Palio has a great warranty as does Xikar. Either one you pick will not be a bad one--I have both--just in case one needs sharpening!

[xhris]

I bought a palio in a group buy a couple years ago. Well, after many uses, the emblems fell off and one of the blades came un-glued. This was probably bc of the insanely hot houston weather, and i may have left it in my car a couple times...

Anyway, today I went to one of my local palio retailers, and the manager swapped it out for me on the spot, no questions asked. I am very pleased with the customer service, and ill be a palio user for life!!

[itsme_timd]

It's great to see a company that not only makes a good product but stands behind it 110%.

Thanks for posting this, we hear a lot about the bad experiences but it's always great to hear of the great experiences.

[rajuabju]

It's amazing how simple companies like Palio and Xikar provide such superb customer service. I've gone through I dont know how many reviews of both on these forums and their ratings are OVERWHELMINGLY positive. Customers DO have brand loyalty when they know they will be treated in a fair and honorable way.

Now compare that to so many other industries and products out there... and its no wonder why some companies are successful, and others are not.

[Koolpsych]

Wow great service. I think im set now in buying that palio cutter and trusting in their company

[Sigarz]

Originally Posted by Koolpsych

Wow great service. I think im set now in buying that palio cutter and trusting in their company

Most definately!!!

but is this type of service, while absolutely fantastic, so surprising for people who smoke cigars? lets not forget the types of people that generally smoke cigars at least in the way we do. Ive noticed over time that cigar smokers in general are all very nice, open and polite people, Ive never met an a**hole smoking a cigar. what have we got to be disgruntled about? and if that is the case we calm down by having a cigar.