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-   -   Davidoff customer service SUCK!!!! (http://www.cigarasylum.com/vb/showthread.php?t=24371)

Don Fernando 11-09-2009 10:28 AM
Re: Davidoff customer service SUCK!!!!
 
I send Davidoff CS an email, if their answer isn't any better then the answer they gave Michael, I will post the reply including the mailaddy.

Silound 11-09-2009 10:37 AM
Re: Davidoff customer service SUCK!!!!
 
Wait a minute people, lets not get to lynching yet!

If your local shop deals with Davidoff, take the punch to them. They can send the punch back and get it repaired free.

Davidoff does NOT deal directly with consumers, they deal via "Approved Merchants". It may be bad business practice, but you're talking about a company that's been around a LONG time. They're so old school, they wore tuxedos to the RTDA shows up until this year.

Have a little more faith and talk to your local Davidoff deal.

Zanaspus 11-09-2009 11:12 AM
Re: Davidoff customer service SUCK!!!!
 
Quote:
Originally Posted by Silound (Post 638143)
Wait a minute people, lets not get to lynching yet!

If your local shop deals with Davidoff, take the punch to them. They can send the punch back and get it repaired free.

Davidoff does NOT deal directly with consumers, they deal via "Approved Merchants". It may be bad business practice, but you're talking about a company that's been around a LONG time. They're so old school, they wore tuxedos to the RTDA shows up until this year.

Have a little more faith and talk to your local Davidoff deal.
Red tape and unbending stupidity does not mean good customer service imo.

Volt 11-09-2009 11:24 AM
Re: Davidoff customer service SUCK!!!!
 
Quote:
Originally Posted by Silound (Post 638143)
Wait a minute people, lets not get to lynching yet!

If your local shop deals with Davidoff, take the punch to them. They can send the punch back and get it repaired free.

Davidoff does NOT deal directly with consumers, they deal via "Approved Merchants". It may be bad business practice, but you're talking about a company that's been around a LONG time. They're so old school, they wore tuxedos to the RTDA shows up until this year.

Have a little more faith and talk to your local Davidoff deal.
Quote:
Originally Posted by Zanaspus (Post 638178)
Red tape and unbending stupidity does not mean good customer service imo.
:tpd:

bobarian 11-09-2009 11:32 AM
Re: Davidoff customer service SUCK!!!!
 
:c:hn

Zanaspus 11-09-2009 11:45 AM
Re: Davidoff customer service SUCK!!!!
 
Quote:
Originally Posted by bobarian (Post 638209)
:c:hn
:r:r

But seriously, any company who has the unmitigated gall to sell a 100 count humidor for $15000 ought to bend over backwards, no? I mean they are the ones who are in part responsible for cigar taxation by putting up the front that all cigar smokers have yachts and summer homes in the Hamptons.

We all know this couldn't be further from the truth as most BOTLS and SOTLS are working stiffs who suffer from this misconception.

rant off

:2

bobarian 11-09-2009 11:48 AM
Re: Davidoff customer service SUCK!!!!
 
Sometimes emoticons can say it all. :tu

aich75013 11-09-2009 12:13 PM
Re: Davidoff customer service SUCK!!!!
 
Quote:
Originally Posted by Silound (Post 638143)
Wait a minute people, lets not get to lynching yet!

If your local shop deals with Davidoff, take the punch to them. They can send the punch back and get it repaired free.

Davidoff does NOT deal directly with consumers, they deal via "Approved Merchants". It may be bad business practice, but you're talking about a company that's been around a LONG time. They're so old school, they wore tuxedos to the RTDA shows up until this year.

Have a little more faith and talk to your local Davidoff deal.
If that were the case, the CS Rep should have stated in the e-mail to take it to an "approved merchant" rather than we can tell you where you can purchase another one.
Where's my rope. :D

borndead1 11-09-2009 12:21 PM
Re: Davidoff customer service SUCK!!!!
 
Quote:
Originally Posted by Zanaspus (Post 638227)
:r:r

But seriously, any company who has the unmitigated gall to sell a 100 count humidor for $15000 ought to bend over backwards, no? I mean they are the ones who are in part responsible for cigar taxation by putting up the front that all cigar smokers have yachts and summer homes in the Hamptons.

We all know this couldn't be further from the truth as most BOTLS and SOTLS are working stiffs who suffer from this misconception.

rant off

:2

GIVE THAT MAN A CIGAR!!!!































A $3 one. :D

longknocker 11-09-2009 02:19 PM
Re: Davidoff customer service SUCK!!!!
 
On A Similar Note: I Deal With CI & CBID on a regular basis, as I'm Sure Most Of Us Do. If I ever have a problem with an order(Only Had 2 Problems In 3 Years), They Remedy The Situation Immediately! In Fact, They Shipped me The Wrong Sticks On A CBID order Fri. I Called The CS Rep This Morning & She Apologized Profusely And Asked What I Wanted Done. I actually wanted the sticks she sent me by mistake, so I asked to keep them and Pay a discounted, average CBID Price for them. She went One Step Better and gave them to me for $5 Off the discounted CBID Price and Is shipping my original Order Out Today! Now THAT'S Customer Service, My Friends!:tu

Cigary 11-09-2009 02:19 PM
Re: Davidoff customer service SUCK!!!!
 
Quote:
Originally Posted by bobarian (Post 638087)
You could post the actual email here and we could flood Davidoff CS with emails regarding their lack of service and inferior product. This may prompt some action on their part. :2
Agreed as this is how consumers get their rights back. Davidoff needs to understand that they are in business because of those people who buy their products. They can wear Tuxedos and act like upper crust all they want but at the end of the day they still work for us.:2

icantbejon 11-09-2009 02:36 PM
Re: Davidoff customer service SUCK!!!!
 
I'll just jump in with the rest and say that CS makes all the difference in the world. I hate when any type of service related business forgets that they are in the business of SERVICE. I don't even need the 100%, no questions asked, type service to be happy. Just give me the feeling that you give a damn about my problem and make some type of remedy available to me. In this case, offer me a discount on a new one. I don't need it free...specially if I'm the reason it's broke. But don't just blow me off and ask me to buy another. Very subpar response by the CS agent. Sorry Don, looks like that was a very nice punch.

covetry 11-09-2009 03:03 PM
Re: Davidoff customer service SUCK!!!!
 
If you decide to take it further up the chain at Davidoff, I would imagine someone would take notice. Alot of good companies sometimes pick up really shitty reps. I know from experience. I wouldn't let one bad apple spoil your view of the whole organization. I would take it further up. But that's just me.

Sorry your punch broke right after you got it. It looks nice too!

shilala 11-09-2009 05:26 PM
Re: Davidoff customer service SUCK!!!!
 
Quote:
Originally Posted by longknocker (Post 638398)
On A Similar Note: I Deal With CI & CBID on a regular basis, as I'm Sure Most Of Us Do. If I ever have a problem with an order(Only Had 2 Problems In 3 Years), They Remedy The Situation Immediately! In Fact, They Shipped me The Wrong Sticks On A CBID order Fri. I Called The CS Rep This Morning & She Apologized Profusely And Asked What I Wanted Done. I actually wanted the sticks she sent me by mistake, so I asked to keep them and Pay a discounted, average CBID Price for them. She went One Step Better and gave them to me for $5 Off the discounted CBID Price and Is shipping my original Order Out Today! Now THAT'S Customer Service, My Friends!:tu
I'm thrilled to hear that, Greg.
I didn't have the same experience with cbid/CI at all. As a result, they're dead to me.
Ferd, I feel ya, brother. I seriously love me some avo #9 maduros.
There's plenty of other cigars available from real botl's. :tu

longknocker 11-09-2009 05:41 PM
Re: Davidoff customer service SUCK!!!!
 
Quote:
Originally Posted by shilala (Post 638695)
I'm thrilled to hear that, Greg.
I didn't have the same experience with cbid/CI at all. As a result, they're dead to me.
Ferd, I feel ya, brother. I seriously love me some avo #9 maduros.
There's plenty of other cigars available from real botl's. :tu
Sorry About Your Dealings With CI, Scott.:(

Poronico 11-09-2009 06:36 PM
Re: Davidoff customer service SUCK!!!!
 
Quote:
Originally Posted by covetry (Post 638486)
If you decide to take it further up the chain at Davidoff, I would imagine someone would take notice. Alot of good companies sometimes pick up really shitty reps. I know from experience. I wouldn't let one bad apple spoil your view of the whole organization. I would take it further up. But that's just me.

Sorry your punch broke right after you got it. It looks nice too!
All companies have people who handle things differently, but that letter seemed very cookie cutter... which makes me think that is the standard response for that type of issue. I have worked in some very large companies dealing in health care and we have the same issues... rather than free handing something that has a heart and some compassion you get a cold generic cookie cutter letter which sucks.

Veritas 11-11-2009 12:36 AM
Re: Davidoff customer service SUCK!!!!
 
This is not what I would expect from a company of Davidoff’s stature. One of the reasons I choose a product is the reputation of the company I’m supporting. Knowing that if/when a problem with the product arises, the company will do what they can to make it right is worth paying a premium for.

Even if the item isn’t covered by a warranty, as seems to be the case here, offering to direct you to where you can purchase another one is nothing short of arrogance. I have no plans to further support this company with my consumer dollars. There are too many companies that at least give the appearance of customer appreciation to support those who do not.

Volt 11-11-2009 04:56 AM
Re: Davidoff customer service SUCK!!!!
 
Quote:
Originally Posted by Veritas (Post 640469)
This is not what I would expect from a company of Davidoff’s stature. One of the reasons I choose a product is the reputation of the company I’m supporting. Knowing that if/when a problem with the product arises, the company will do what they can to make it right is worth paying a premium for.

Even if the item isn’t covered by a warranty, as seems to be the case here, offering to direct you to where you can purchase another one is nothing short of arrogance. I have no plans to further support this company with my consumer dollars. There are too many companies that at least give the appearance of customer appreciation to support those who do not.
And that is how we, the consumers win - vote with our dollars. We win every time we do this.

wayner123 11-11-2009 06:49 AM
Re: Davidoff customer service SUCK!!!!
 
Quote:
Originally Posted by Don Fernando (Post 638132)
I send Davidoff CS an email, if their answer isn't any better then the answer they gave Michael, I will post the reply including the mailaddy.
Any word back yet?

Don Fernando 11-11-2009 07:23 AM
Re: Davidoff customer service SUCK!!!!
 
No, not yet.


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