Sorry to hear about the bad customer service. I take pride in a company who warranties and backs their products 100%.

for Davidoff and you have no worries as I never bought a stick of theirs and NEVER plan to based upon the lack of customer service.
I've had issues with my xikar punch and they replaced it with a brand new one no questions asked. Palio covers it 100% as well. Davidoff might learn soemthing from these other more reputable companies