CAO-Best Customer Service on the Planet

[Herf N Turf]

Some may recall my "Smoking... Crack!" thread a while back. I've since made it a policy to smoke nothing until its had at least 2-3wks in my humi, to make sure that it's my conditions Im smoking and not someone elses.

Anyway, fast forward to this week. I purchased a box of CAO Brazillia Gol! several weeks ago and they had the prescribed nap time. Every one of the seven I've smoked has bulged and split. I looked in my box night before last and noticed two which had delaminating wrappers! WHAT??? CAO is one of best constructed cigars I know, so how is this even possible?

Feeling certain that I'd done everything possible to prevent the issue, I called CAO yesterday and left a message in the general mailbox. At exactly 9am EST, I had voice mail from a representative. I returned the call and was put straight through to her. No sooner had my name crossed my lips than I heard, "Oh yes, Im so glad you called back and guess what? I know exactly what the problem is and Im going to take care of you."

Huh?

As it turns out, it was a known issue, due to torrential rains in Brazil last fall. The cigars were thoroughly inspected prior to wrapping and boxing, but CAO later found out that the moisture content was far too high. The problems didn't present until several lots were shipped and they have been standing behind every single stick. I have a box of Gol! on the way.

In this day and age, it's really hard to find a company that will stand behind it's product in such a way. Add to the equation that this is a perishable product and I find my treatment to be absolutely stunning.

Way to go CAO!!! I wish that I could say that this has made me a customer for life, but I already was. What CAO did accomplish though, was to turn a potential sour taste into a bowl of honey.

[Acesfull]

Pretty sweet deal... glad they took care of it for ya! I'll have to fire up one of my box pressed brazilia's when I get home just to do a QC check

[Tarks]

Nice. Glad everything worked out for you.

[andrew s]

That is how it should be done. Good to hear they took care of you. That is a great cigar.

[Cypress]

The guys at CAO are class act. They really know how to take care of their customers.

[Rmac58]

Cool deal. I enjoy C A O's myself.

[GlockG23]

Good deal

I hope I have that kind of luck with Oliva
I have to send some Oliva Serie 'O' Maduro's to Oliva.
Heck they look like some ripped the wrapper then glued it back together the Elmer's

[MrMusicMan1]

I've heard this time and time again, wonderful! That's the way it should be. I know they care a lot about quality control and it is nice to see again that they consistently stand behind their products. After it shows up let us know how it all looks. They have also been known to more than replace what was purchased...

[sodomanaz]

CAO really is the best for customer service. They went above and beyond for me on a purchase this year. Jaw still hasn't come off the floor.

[c2000]

Way to go CAO..

Jerry in Minnesota.

[Herf N Turf]

Thanks guys. I will update you on what arrives. I wont breach my policy of the two week nap, but as soon as they awaken, I'll report on the smoking aswell.

[beaglepower]

This is great news. If I ever have issues with a box of CAO stogies, I know I'll be able to contact 'em with confidence.

[Herf N Turf]

So, I hear the tell tale sounds of a delivery on my front porch this morning. I fling open the door, look to the side and, sure enough, a lovely brown box with CAO embazoned in red.

Just as the representative had said, there was a brand new box of Gol! They also included a copy of their company story DVD, "Seed to Soul." Lurking just underneath the former two, was... well, just suffice to say, something really really amazing.

I think it would be bad taste and certainly not in CAO's interest to reveal exactly what it was, but I couldn't be more "WOW'd."

I have to say, CAO has by far and away the best customer service I have ever seen. I have several expensive hobbies and participate in their manufacturing and service elements and this experience with CAO is absolutely unprecedented.

[OracleSmoke]

Yup... this kind of customer service is sorely lacking in a great many retailers these days.

Excellent of CAO to take care of a single customer.

Now if anyone can actually get Rocky Patel to even acknowledge a customer, I think that'd be a step in the right direction!

Congrats dude, glad they took care of you.

[Frinkiac7]

Good to hear that they stand by their products and were honest with you about what the problem was.