Anyone had problems with their Palio cutter? [Archive]

xerais

08-04-2013, 09:05 AM

I've had mine for a good 5 years. Just recently (within the last week) the two halves started coming apart after I cut a cigar. It still works mind you, but it is extremely annoying having to put the pieces together all the time.

I read that it has a lifetime warranty, but I don't have the box or pouch anymore. There is a Jungle Jim's right next to me that sells them so I figured I'd stop by and see if they will replace it.

It is the light grey model however, and I don't think they even make them anymore.

pnoon

08-04-2013, 09:12 AM

I've had mine for a good 5 years. Just recently (within the last week) the two halves started coming apart after I cut a cigar. It still works mind you, but it is extremely annoying having to put the pieces together all the time.

I read that it has a lifetime warranty, but I don't have the box or pouch anymore. There is a Jungle Jim's right next to me that sells them so I figured I'd stop by and see if they will replace it.

It is the light grey model however, and I don't think they even make them anymore.

If Jungle Jim's is a licensed Palio retailer, they will replace it without question. If they don't, let me know via PM.

xerais

08-04-2013, 09:16 AM

Awesome. I'm going to head up there later today so I'll post on the outcome.

I'm thinking they probably are, I bought my Palio lighter there about a month ago, and they carry all the different styles of cutters and lighters.

xerais

08-04-2013, 10:40 AM

Well they didn't replace it. I honestly don't think whoever was working knew what he was supposed to do. He called his manager and informed me that it had a limited lifetime warranty and they didn't have my model.

CigarNut

08-04-2013, 10:52 AM

They should have offered to order a replacement for you... Good customer service and all that...

markem

08-04-2013, 12:42 PM

Well they didn't replace it. I honestly don't think whoever was working knew what he was supposed to do. He called his manager and informed me that it had a limited lifetime warranty and they didn't have my model.

Here is a link to the Palio warranty, http://www.paliocutter.com/warranty.htm. You can show it to the vendor or you can email the link on the page to inform Palio of your situation and ask how to proceed. The owner hasn't been logged on for a couple of weeks (and it is trade show season), otherwise you could PM OpusEx.

If you don't hear anything back in about a week, let pnoon or I know and one of us will contact the owner to see if we can find out a status for you.

pnoon

08-04-2013, 01:00 PM

:tu
Posted via Mobile Device

ky70

08-04-2013, 03:55 PM

I've had mine for a good 5 years. Just recently (within the last week) the two halves started coming apart after I cut a cigar. It still works mind you, but it is extremely annoying having to put the pieces together all the time.

I read that it has a lifetime warranty, but I don't have the box or pouch anymore. There is a Jungle Jim's right next to me that sells them so I figured I'd stop by and see if they will replace it.

It is the light grey model however, and I don't think they even make them anymore.
Love Palio cutters! Mine started doing the same but after maybe 8 years of use (that's a good usage life in my book). I took mine to a local Palio dealer at the 9 year mark and they gave me a brand new cutter with the pouch...all I had was the cutter (lost the original pouch).

xerais

08-06-2013, 08:48 AM

Update:

I stopped in today in hopes a manager would be on duty. He was there and replaced my cutter no questions asked. Apparently he received an email from his sales rep informing him of the lifetime warranty.

Just wanted to give a big thanks to everyone here that was such a big help.

markem

08-06-2013, 08:54 AM

Palio rocks!

Buckeye Jack

08-06-2013, 09:11 AM

Good Deal!

pnoon

08-06-2013, 09:26 AM

Update:

I stopped in today in hopes a manager would be on duty. He was there and replaced my cutter no questions asked. Apparently he received an email from his sales rep informing him of the lifetime warranty.

Just wanted to give a big thanks to everyone here that was such a big help.

Great news, Matt.

Another reason why many of us think so highly of Palio.

CigarNut

08-06-2013, 09:33 AM

Very cool to see the manager do the right thing!

Robulous78

08-06-2013, 08:29 PM

I am having this same problem... But don't know any local stores that carry it... anyone know if I can mail it off?

awsmith4

08-06-2013, 08:34 PM

I am having this same problem... But don't know any local stores that carry it... anyone know if I can mail it off?

Contact Palio

http://www.paliocutter.com/warranty.htm

If you cant find a solution, send it to me and I'll take it by a local shop here that carries them; however, Palio's service is usually top-notch

Moose6026

08-06-2013, 08:37 PM

Glad to hear customer service is not totally dead these days. Love my Palio, it was a gift from DPD6030

.cigardude.

08-07-2013, 07:44 AM

Glad to hear customer service is not totally dead these days. Love my Palio, it was a gift from DPD6030

That's a nice gift:)

czerbe

08-07-2013, 07:54 AM

My Palio is my go to cutter I love that thing!!!

shopkins82

08-07-2013, 12:25 PM

I wish Xikar would extend this in-store exchange policy to its authorized retailers...

markem

08-07-2013, 12:40 PM

I am having this same problem... But don't know any local stores that carry it... anyone know if I can mail it off?

Call Heartfelt: http://www.heartfeltindustries.com/

I know that Palio has directed customers to them in the past who needed replacements.

Robulous78

08-07-2013, 09:03 PM

I sent an Email the last night and within 6 hours, right at the start of yesterday, I had an answer, written from an actual human being telling me where to ship it.

Thats :tu :tu for customer service as far as I am concerned... Now I just need to buy a Palio Lighter... :lr

GTCanuk

08-10-2013, 05:30 PM

I wish Xikar would extend this in-store exchange policy to its authorized retailers...

I have done this when my Xikar lighter quit!:banger

xerais

08-10-2013, 11:52 PM

I got an email from Marc telling me Jungle Jim's had been informed about the warranty and that I could go back to get it swapped out. He even went as far to give me info on where to send it if I didn't feel like going back.

Amazing customer support!

Smoqman

12-09-2013, 08:57 AM

I emailed Palio about an issue I'm having with a recently purchased cutter and have had no reply so far.
I'm finally going back to the B&M I purchased it from today.... (haven't been able to get there for a while because it is somewhat far from me.
I'm certain the guys at Palio are swamped with things (especially since it is the holidays)…and I understand this completely.

mahtofire14

12-09-2013, 11:30 AM

I've never had a problem with mine in 4 years. However from word of mouth, I've heard if you do have an issue, their customer service is some of the best.

icehog3

12-09-2013, 03:53 PM

I've never had a problem with mine in 4 years. However from word of mouth, I've heard if you do have an issue, their customer service is some of the best.

You can always PM the owner, OpusEX (Marc) here at CA.

Smoqman

12-09-2013, 11:07 PM

Thanks guys. I'll do that since they haven't responded to the email I sent from their website last week.

Peace:)

sikk50

12-13-2013, 03:57 PM

My palio has been coming apart too. I love it so much, and it's one of the CAO ones, so I don't want to replace it. I know those aren't around anymore and I don't know what they would replace it with. Additionally I don't have a palio carrying shop anywhere near me anymore.

Coming apart every so often is a small price to pay to have a palio that you don't see very often.