Okay, not trying to be "snobby", but... [Archive]

tobii3

03-29-2010, 02:52 PM

Gentlemen,

As an avid La Aroma de Cuba and San Cristobal smoker, it is becoming a bit of a nuisance to have two of the last three San Cristobal Seleccion del Sol cigars that I have smoked to contain ENORMOUS stems in them.

After this latest incident, I went so far as to take pictures of the “tree trunk” that required use of needle –nose pliers to remove from my cigar. I actually kept the cigar nub and the offending stem to show to my local store owner (Wayne Xxxxxxx of Xxxxxxx Cigars) here in Fayetteville, NC.

I don’t hold Wayne accountable for this, after all, it is outside of his control. I do however, expect much better quality control from Ashton, considering the excellent reputation that you have earned with the ESG, VSG and multiple collaborations with Jose “Don Pepin” Garcia. It would be almost acceptable to find stems and pieces in a cheaper cigar, but when paying $8.75 for a cigar, one should expect higher standards, shouldn’t he?

Thank you for your time,

Sent to Ashton Cigars this afternoon.

JohnnyKay5 took a picture of the inch and a half "tree trunk" I pulled out of my cigar Saturday night.

Am I wrong?

forgop

03-29-2010, 02:55 PM

Pics???

RightAJ

03-29-2010, 02:56 PM

I'd be verklempt if I were you Tobii ;)

Definitely worth letting them know though... after spending $7 on a stick I would expect it to smoke well :2

aj

pnoon

03-29-2010, 02:56 PM

Not snobby or unreasonable at all. Polite and respectful - as it should be.

So who wrote it for you? ;) :D

Darrell

03-29-2010, 03:00 PM

So who wrote it for you? ;) :D

You beat me to it. I know it was not Dave, the writer uses complete sentences. :r

colinb913

03-29-2010, 03:16 PM

So I want to see pics of this tree trunk.. I have never encountered a stem.

darkninja67

03-29-2010, 03:20 PM

Yeah that is unacceptable. Never had any such issues with any LADC or SC I have smoked but there is always that exception.

ashtonlady

03-29-2010, 03:26 PM

They must have done it just for you Tobii.:) I have never had that issues and I have smoked may more Ashton cigars than you have. And yes I am a snob. :)

hotreds

03-29-2010, 03:27 PM

No, you are right!

G G

03-29-2010, 04:04 PM

Right on as far as I can see.:tu

neoflex

03-29-2010, 04:36 PM

Once in a blue moon maybe an oversight in QC, but when it starts to become commonplace it is definitely unacceptable. I prob would have sent them a letter too. There's too many choices out there for them to start becoming complacent and letting QC go to hell. SNOB! J/K :D

68TriShield

03-29-2010, 04:41 PM

A polite letter is never a bad idea though a good retailer will(should) replace them for you if you are unhappy.
My local has done it for me a couple times,for some higher priced cigars.

ScottishSmoker

03-29-2010, 05:41 PM

Out of all the vendors I have ever dealt with in this industry...Ashton BY FAR is the BEST...that letter is not disrespectful, snobby, over the top, etc...It does suck however that that would happen. They like to keep their customers happy and smoking Ashton...on top of that, it's about the only company that trains EVERY EMPLOYEE in the company about every aspect of smoking and cigars...not just their own...I love dealing with Ashton and I hope you have the same response Tobii...

longknocker

03-29-2010, 05:45 PM

tobii3

03-29-2010, 06:30 PM

A polite letter is never a bad idea though a good retailer will(should) replace them for you if you are unhappy.
My local has done it for me a couple times,for some higher priced cigars.

Wayne was ready, willing and able to replace the cigar on the spot - but it's not HIS fault - so why should he be held accountable and/or financially responsible for a substandard product?

Wayne is just as curious as I am to see the results/response from Ashton on this - I made sure to explain that I mentioned his store just in case Ashton pulled their products from his business!

bookman

03-29-2010, 07:07 PM

It would be wrong not to write such a letter. You are making an effort to see no other smokers have the same problem in the future. You are speaking out for the guy who may be too timid or lazy to. You, sir, are a hero!
I'm a hughazzz fan of both brands of cigars and your effort today may save even the likes of me from dealing with the horror of a ginormous stem in his stogie. For that I thank you!

As for Wayne, if he wants to replace the cigars I'd let him. And if anything, Ashton might send a few boxes gratis to Wayne's store because of yr letter.

mmblz

03-29-2010, 08:24 PM

did the cigar taste bad? what was the problem?
:confused:

Salvelinus

03-29-2010, 09:01 PM

A giant stem was the problem. Can't see any problem with sending a well thought out letter. Hope you get a good response.

CigarNut

03-29-2010, 09:11 PM

It will be interesting to see what kind of response you get from the letter.

DonWeb

03-29-2010, 09:27 PM

did the cigar taste bad? what was the problem?
:confused:

A giant stem was the problem. Can't see any problem with sending a well thought out letter. Hope you get a good response.

I would infer that the problem was poor draw - but it's not indicated herein.

your point is valid though mmblz; if it smokes well and tastes as expected, perhaps its a minimal issue. After several though feedback is warranted.

RichardW

03-29-2010, 09:53 PM

:np

Well... not worthless, but it would be interesting to see ...

Don Fernando

03-30-2010, 04:56 AM

Snob :D

68TriShield

03-30-2010, 05:01 AM

Wayne was ready, willing and able to replace the cigar on the spot - but it's not HIS fault - so why should he be held accountable and/or financially responsible for a substandard product?

Wayne is just as curious as I am to see the results/response from Ashton on this - I made sure to explain that I mentioned his store just in case Ashton pulled their products from his business!

Nope,not his fault at all. I'm quite sure he would be reimbursed by Ashton too.

Volt

03-30-2010, 07:35 AM

Well, based on my expierance of 2 - 3 Ashtons, I'm not suprised. This brand has never even come close to a good smoke to me. I do think you did right by writing a letter though. They can't fix it if they don't know of the problem. Hopefully they will do better than Davidoff did for Ferd though.

Garbandz

03-30-2010, 03:39 PM

You did the right thing,and your local B&M should be made aware of the problem,since that is the best way to get the info back to the maker. I am wondering if this is the result of the Schips tax where every maker was trying to hurry and get product into the U.S. to beat the tax increase.It would not be the first time that poor quality has shown up as a result of the rush to beat the tax increase...Good for you Tobii........

tobii3

03-30-2010, 08:30 PM

Received an email directly from the Ashton Representative today.

I must say, I was truly rendered speechless.

It is nice to know that Customer Service STILL exists in this day and age.

kelmac07

03-30-2010, 08:36 PM

Glad to hear they responded and so promptly. :tu

Northern Lights

03-30-2010, 08:37 PM

As it has been fore-said, definitely not a snobby complaint. In Canada those cigars are not only rare to find but quite pricey as well. Probably somewhere between $20-$30. I would be absolutely livid if I were to encounter such a problem. I would send them a letter and your pictures. Who knows, you may even get some free sticks out of it. Good luck with everything.

weak_link

03-30-2010, 08:49 PM

Received an email directly from the Ashton Representative today.

I must say, I was truly rendered speechless.

It is nice to know that Customer Service STILL exists in this day and age.

Can you share more detail? Not trying to pry but curious what they did to make you happy. :)

tobii3

03-30-2010, 08:57 PM

PM Sent

mmblz

03-30-2010, 09:04 PM

did the cigar taste bad? what was the problem?
:confused:

so - was the stem problem purely cosmetic or not?

why are you publicly posting your email to them if you're not going to publicly post the response you received?

tobii3

03-30-2010, 09:09 PM

I'm doing the best I can with my backup camera, and it is NOT working, so please, bear with me.

The trunk that came out of the cigar left a hole so wide and long it turned the cigar into a McDonalds straw.

Does that help for a visual?

MarkinAZ

03-30-2010, 09:18 PM

:tt Ok, where's the smoking gun?

pnoon

03-30-2010, 09:23 PM

replicant_argent

03-30-2010, 09:28 PM

I think you should have smoked it like you used to smoke various grasses back in the Jurassic period, ya old fart. I suppose you would complain if we hung ya with a new rope too. ;)

Darrell

03-30-2010, 09:29 PM

I think you should have smoked it like you used to smoke various grasses back in the Jurassic period, ya old fart. I suppose you would complain if we hung ya with a new rope too. ;)

Pete is right, Dave. I know you smoked some pretty gnarly stuff in Nam. :D

tobii3

03-31-2010, 07:22 AM

That was GOOD stuff compared to what we were smoking trying to ride elephants through the friggin Alps!!!

:D

(I'm hoping Johnny wil see this and add the pic from his phone)

mmblz

03-31-2010, 12:16 PM

why are you publicly posting your email to them if you're not going to publicly post the response you received?

since you made your side of the email exchange public in this thread, i think it is only fair to post the other side as well...

kelmac07

03-31-2010, 12:25 PM

since you made your side of the email exchange public in this thread, i think it is only fair to post the other side as well...

:tpd: In my best Beavis & Butthead voice...YEAH, YEAH, YEAH!! :r:r

tx_tuff

03-31-2010, 01:40 PM

so - was the stem problem purely cosmetic or not?

why are you publicly posting your email to them if you're not going to publicly post the response you received?

I would love to know the answer to both of these. You said once the stem was taking out out it was like a straw. I can surely understand that. But was there a reason you took it out? Was the draw bad, cigar plugged, keep going out etc... Or was you just looking for stems and decided to pull out the pliers from your pocket and pull it out? Just wondering?

Whatever was in the email I'm glad your happy with the outcome.

tobii3

03-31-2010, 02:17 PM

This is what was pulled out.

http://i5.photobucket.com/albums/y198/tobii3/honker.jpg

a stem is one thing....a tree trunk that collapses the cigar diameter by 1/4" is another story....and to have it happen TWICE?

(the nail is for reference, it wasn't in the cigar)

neoflex

03-31-2010, 02:35 PM

Did you use the beast to pull that stump out of the cigar?:r Dear, Ashton My cigar had this nail inside of it. :r I know you said it was for reference but I couldn't resist.

LasciviousXXX

03-31-2010, 03:17 PM

since you made your side of the email exchange public in this thread, i think it is only fair to post the other side as well...

Put me on the list that's interested in this as well.

tedrodgerscpa

03-31-2010, 03:18 PM

:r Dear, Ashton My cigar had this nail inside of it. :r

Dear Wendy's,

My chili had a finger in it.

:td

ChicagoWhiteSox

03-31-2010, 03:20 PM

Put me on the list that's interested in this as well.

:tpd:

NCRadioMan

03-31-2010, 03:22 PM

Put me on the list that's interested in this as well.

I am too. Forgive me but I am still wondering, if it smoked and tasted fine, what was the problem. Yes, they cost alot and shouldn't have very large stems in them but they produce tens or maybe hundreds of thousands of them and are bound to have a small percentage that will have those in there. As we all know, handmade products are not going to be perfect every time.

mmblz

03-31-2010, 03:24 PM

Savor the Stick

03-31-2010, 03:37 PM

Well I subscribed to this thread--I am also curious as to how they responded.

tobii3

03-31-2010, 03:44 PM

As we all know, handmade products are not going to be perfect every time.

From my ORIGINAL post -

..it is becoming a bit of a nuisance to have two of the last three San Cristobal Seleccion del Sol cigars that I have smoked to contain ENORMOUS stems in them.

When you spend $30 for a bundle of cigars, it goes to reason that you'll probably get a few stems and twigs in a few of the cigars.

When you drop $150+ for a box of cigars, and 2 of the last three sticks have tree trunks embedded in them, you notify the company.

sodomanaz

03-31-2010, 04:39 PM

It only takes a tiny bit of sense to figure out why he doesn't want to post Ashton's response (especially on an open forum where anyone can read it). I don't understand why the mods have taken such an interest in this as if something unsavory is going on here. The issue seems to have been resolved amicably and that should be the end of it.

icehog3

03-31-2010, 04:47 PM

It only takes a tiny bit of sense to figure out why he doesn't want to post Ashton's response (especially on an open forum where anyone can read it).

Ok, 폴, I'll bite....why? Not trying to be sarcastic, so maybe I don't have a tiny bit of sense.

This my first post in this thread, so I will assume the other accusation doesn't apply.

Addiction

03-31-2010, 04:51 PM

Thats not snobby at all in my opinion.

sodomanaz

03-31-2010, 04:54 PM

Ok, 폴, I'll bite....why? Not trying to be sarcastic, so maybe I don't have a tiny bit of sense.

This my first post in this thread, so I will recuse myselk from the other accusation.

Fatwallet/Slickdeals effect. There is a reason why customer service has gone down the tubes and it is partially because of advantageous assholes ruining it for everyone else.

Ashton did good by Tobii. If they didn't we'd probably see a continuation to this thread.

icehog3

03-31-2010, 04:55 PM

LasciviousXXX

03-31-2010, 07:22 PM

I don't understand why the mods have taken such an interest in this as if something unsavory is going on here. The issue seems to have been resolved amicably and that should be the end of it.

Well just because I'm a MOD doesn't mean I'm not interested in the issue (as are apparently many other non-MOD members). And if I'm correct my friend no one has said or implied that anything unsavory is going on. We're just wondering what their response was.

If tobii doesn't want to share it, then I'm sure he'll say so. If not, apparently he's got you to make up his mind for him ;)

mmblz

03-31-2010, 07:28 PM

I can't speak for anyone else, but let me explain my own interest in tobii's (lack of) responses...

Fatwallet/Slickdeals effect. There is a reason why customer service has gone down the tubes and it is partially because of advantageous assholes ruining it for everyone else.

First off, you're absolutely right about this - and for that reason it would have made sense not to post this thread to begin with, as the logical conclusion was fairly foreseeable. Posting after a bad customer service experience is one thing, but as it stands this thread has no real purpose. The fill in the blanks outcome is pretty obvious, without giving the satisfaction of any sort of detail.

Second, since he never said anything about the cigar tasting bad or not smoking well due to the stem, I can only imagine it was fine and just happened to have a stem in it. Certainly if I were writing a complaint letter, I wouldn't leave out a "detail" such as the whole cigar being ruined, if that were the case (also he says he pulled it out of the NUB - sounds like it was perfectly enjoyable). As such I guess if a cigar with a stem doesn't satisfy him, I have a morbid curiosity to know what DOES satisfy him. Must have been quite a haul! Griping about a cigar that tastes and smokes fine but has a stem in it is like griping about the fact that my sports car doesn't have cup holders. IF in fact the stem didn't hinder the smoking, I would go so far as to say that tobii IS the guy ruining customer service for the rest of us.

loki

03-31-2010, 07:58 PM

those are some strong unfounded words mmblz, particularly with your position on this forum.

Trouble

03-31-2010, 08:00 PM

I read a thread where someone said a stem in a cigar will cause a bitter taste. I can also imagine it would cause major burning issue.

I am new to this and have only experienced very small stems which were not much of an issue. The pic shows a huge stem and I can imagine it could be a problem. Just a thought. Maybe the OP can fill us in....

mmblz

03-31-2010, 08:00 PM

all it would take to clarify is a reply by the OP to the question posted 3 or 4 times that seems to go ignored in favor of talk of "tree trunks"...

loki

03-31-2010, 08:01 PM

i know my cigars smoke wonderfully with a huge stem in them....

akumushi

03-31-2010, 08:05 PM

all it would take to clarify is a reply by the OP to the question posted 3 or 4 times that seems to go ignored in favor of talk of "tree trunks"...

:tpd:

BigCat

03-31-2010, 09:31 PM

Fatwallet/Slickdeals effect. There is a reason why customer service has gone down the tubes and it is partially because of advantageous assholes ruining it for everyone else.

Ashton did good by Tobii. If they didn't we'd probably see a continuation to this thread.

Seems to me the effect is the same at this point - he said he emailed them a problem and that they responded in such a manner to "render him speechless". The obvious implication is that Ashton went overboard in response to his complaint. I don't see how witholding the specifics will prevent other less deserving consumers from floating a few complaints Ashton's way.