Pipes Magazine » Pipe Talk

Search Forums  
   
Tags:  No tags yet. 

Disgusted With Peterson Repair Dept.

(31 posts)
  1. troutface

    troutface

    Preferred Member
    Joined: Oct 2012
    Posts: 755

    offline

    Login to Send PM

    Sent the Kapet to Ireland because it wouldn't pass a cleaner, at all! Got it back promptly and it still won't pass a cleaner, AT ALL !!! Looks like they tried to enlarge the draft hole a bit and they replaced the stem, which is now loose. Is anyone at Peterson paying attention ? This is just pathetic. They will never get another dime from me, not even for a higher end pipe. Think I'll go smoke a Savinelli now and calm down.

    "Each of you be a light unto yourself; betake yourself to no external refuge. Hold fast to the Truth. Look not for refuge to anyone beside yourself." -The Buddha
    Posted 1 year ago #
  2. User has not uploaded an avatar

    Anonymous

    Unregistered

    Posts: 15,063

    offline

    Login to Send PM

    In tons of threads here, the advice has been to stay away from recently produced low end Petersons -- and if a puffer just has to buy one, the suggestion has been, in rather definitive terms, to check it out first to make sure it's constructed properly and that the buyer is certain they're gonna be happy with painted, varnish or shellacked stummels.

    There are tons of older Petersons that are twice the pipe at half the price.

    Posted 1 year ago #
  3. taerin

    Eric

    Preferred Member
    Joined: May 2012
    Posts: 1,921

    offline

    Login to Send PM

    Use a reputable pipe repair person to repair your pipes, Pete company has let themselves go so to speak... You can make the stem fit right by putting the part that connects to the pipe over a flame until it gets warm and then sticking an awl up it to flange out (enlarge) the opening, this will make it fit perfectly and is a permanent fix as long as you don't actually start burning the stem.

    "The fear of death follows from the fear of life. A man who lives fully is prepared to die at any time."
    Mark Twain
    Posted 1 year ago #
  4. numbersix

    numbersix

    Preferred Member
    Joined: Jul 2012
    Posts: 5,506

    offline

    Login to Send PM

    I had a similar issue. I sent my Rosslare Royal for repair and it came back better, but not fully repaired.

    I wrote Managing Director Tom Palmer directly. Even if you're pissed, you catch more flies with honey as the saying goes—so I remained friendly, respectful (explained how much I had wanted a Peterson pipe) and simply expressed my disappointment. I honestly didn't expect a reply right away, if ever.

    He responded within 10 mins - and probably from his home since it was after 7pm Ireland time and it was sent from his iPhone. He apologized and asked me to send it in again, this time to his attention.

    So while I was frustrated to have to send it twice - I now have a pipe I really enjoy.

    "Be seeing you"


    Posted 1 year ago #
  5. taerin

    Eric

    Preferred Member
    Joined: May 2012
    Posts: 1,921

    offline

    Login to Send PM

    That sounds like good advice #6!

    Posted 1 year ago #
  6. sothron

    Perique

    Preferred Member
    Joined: Sep 2011
    Posts: 2,748

    offline

    Login to Send PM

    "There are tons of older Petersons that are twice the pipe at half the price."

    This is so true, for all the once-quality brands.

    Posted 1 year ago #
  7. piperl12

    piperl12

    Preferred Member
    Joined: Apr 2012
    Posts: 998

    offline

    Login to Send PM

    This seems strange to me given Petersons cost more than ever, the company are selling less and they are fighting for market share in a much smaller community. You would think they're quality would be second to none. What happened to pride in workmanship? To hell with repairing your pipe they should be replacing it to keep your business!

    Posted 1 year ago #
  8. brdavidson

    brdavidson

    Preferred Member
    Joined: Dec 2012
    Posts: 2,003

    offline

    Login to Send PM

    I've been looking at a bunch of Peterson's lately and would really like to buy one, you guys have me a little nervous now

    Posted 1 year ago #
  9. User has not uploaded an avatar

    Anonymous

    Unregistered

    Posts: 15,063

    offline

    Login to Send PM

    I've been looking at a bunch of Peterson's lately and would really like to buy one, you guys have me a little nervous now

    The best advice I can give you is to take the time and read our threads here before pulling the trigger on a new low to mid-range Peterson pipe. Then, if you still are determined to buy one, and if you can't hold that Peterson pipe in your hand and examine it yourself, call the on line vendor and ask questions about the pipe -- while making certain the pipe you both are taking about is the exact pipe you'll be buying.

    Of course, there are many here who bought new Petes recently who are more than pleased with the pipe. But the track record, over all, should be taken into consideration, IMO. Caveat Emptor.

    Posted 1 year ago #
  10. mrenglish

    mrenglish

    Preferred Member
    Joined: Dec 2010
    Posts: 1,350

    offline

    Login to Send PM

    +1 Roth.

    Just ask questions if ordering online.

    Unfortunately, its rare for a bent Peterson to pass a cleaner. Even the non system pipes have a little well that obstructs the cleaner. If you want a bent, I recommend going with a system pipe or military bit unless they verify it passes a cleaner.

    The lower end pipes like Kapet and Donegal Rocky and others have a stain that is usually needing to be removed from inside the shank, so there is work involved unless the taste does not bother you. The pre-carbed pipes I have gotten have been easy to break in and have tasted great from the get go, except for my two Kapets.

    Of all the Peterson's I have looked at this past year, it seems 25% have an issue that requires passing on. So you just gotta be careful. They are definitely worth it though.

    Michael
    Posted 1 year ago #
  11. rcstan

    rcstan

    Preferred Member
    Joined: Mar 2012
    Posts: 1,250

    offline

    Login to Send PM

    +1 mrenglish

    Due to their construction, bent Petersons ( both old and new ) will almost never pass a cleaner due to the little well in the shank. My 2012 hallmarked Rosslare 80s Bulldog will pass one with a little twist of the cleaner.

    No issues with the draw. It makes it need a little TLC on cleaning i.e. you have to pull the stem to get all the juice out. That being said, I've had bents from other makers that would pass a cleaner yet smoke like shit and allow stuff to be sucked up through the stem. Guess which ones I prefer

    Posted 1 year ago #
  12. rcstan

    rcstan

    Preferred Member
    Joined: Mar 2012
    Posts: 1,250

    offline

    Login to Send PM

    PS where do you guys find these "dog" Petersons with issues? I've bought almost all my new ones from either SP or P&C, also got some barely used new production estates even off eBay and I haven't encountered these problems ....

    Posted 1 year ago #
  13. lordofthepiperings

    lordofthepiperings

    Preferred Member
    Joined: May 2010
    Posts: 3,400

    offline

    Login to Send PM

    I have seven Peterson pipes right now, three Arans, a Dalkey, a Killarney, a Pipe of the Year 2011, and a Pipe of the Year 2012 and I love them all. I've never had any problems with the bands or the draft holes being misdrilled or anything like that. The lower end ones do have a few noticeable fills, about two to three, if you examine the grain carefully but, other than that they smoke wonderfully. Right now the one I love smoking the most is my Aran 05 which I bought last year. It never fails to give a great smoke. Maybe my Irish heritage has leant me some luck of the Irish with Peterson idk. I definitely would reccommend getting intouch with Mr. Palmer. From what I've heard from numerous people he's usually really good with customer service and correcting any problems with a pipe.

    Posted 1 year ago #
  14. foggymountain

    foggymountain

    Preferred Member
    Joined: Aug 2012
    Posts: 2,305

    offline

    Login to Send PM

    I got a $200 system Pete which had a draft hole not drilled quite through. I carved it open with a knife. Honestly I am pretty disgusted with Peterson right now. I got a lot of their pipes last year and had to reject a large % of them because of little problems. Things like bad tasting stains and stems that didn't fit quite right.

    Posted 1 year ago #
  15. sothron

    Perique

    Preferred Member
    Joined: Sep 2011
    Posts: 2,748

    offline

    Login to Send PM

    Are all Peterson's now made outside of Ireland (Italy? Eastern Europe?) or are the higher end pipes still made in Ireland?

    Posted 1 year ago #
  16. lordofthepiperings

    lordofthepiperings

    Preferred Member
    Joined: May 2010
    Posts: 3,400

    offline

    Login to Send PM

    From what I've heard all of the pipes are finished at the shop in Ireland and I belive all the high end ones are still made completely in Ireland.

    Posted 1 year ago #
  17. cigrmaster

    cigrmaster

    Preferred Member
    Joined: May 2012
    Posts: 8,040

    offline

    Login to Send PM

    I think anyone who buys a Peterson pipe at this time is nuts. By supporting them now you are supporting a company that is doing a disservice to pipe smokers the world over. They do not deserve your business until they have proven they care about quality control. There are so many better options out there, there is no reason to buy a Pete. I have seen with my own eyes how bad their quality is.

    The OP should never have had to deal with this type of problem. Peterson simply does not care about it's customers and that is an indisputable fact.

    Harris
    Posted 1 year ago #
  18. numbersix

    numbersix

    Preferred Member
    Joined: Jul 2012
    Posts: 5,506

    offline

    Login to Send PM

    I think anyone who buys a Peterson pipe at this time is nuts. By supporting them now you are supporting a company that is doing a disservice to pipe smokers the world over. They do not deserve your business until they have proven they care about quality control. There are so many better options out there, there is no reason to buy a Pete. I have seen with my own eyes how bad their quality is.

    The OP should never have had to deal with this type of problem. Peterson simply does not care about it's customers and that is an indisputable fact.

    +1

    I really want to like Peterson pipes. I have only two. Both had their issues, but both are decent smokers (finally).

    Still, Harris is right (well, maybe except the part that anyone who buys one is nuts - I think they can be worth taking a risk on occasion).

    My impression, from seeing interviews with Tom Palmer is that he won't own up to the problems. When confronted with the complaints, he seems more irritated than contrite. Anyway, that was my impression.

    He will admit to making some changes in production to appease the consumer, but I don't think he realizes the seriousness of the issues. They are well known. I hope he not only makes significant changes, but makes a public announcement about doing so. It's time for some damage control.

    Posted 1 year ago #
  19. foggymountain

    foggymountain

    Preferred Member
    Joined: Aug 2012
    Posts: 2,305

    offline

    Login to Send PM

    Personally, I am done with them. I have 8 of their meerschaums and 18 briars. Will not be getting any more. I also have cancelled plans to get a Peterson dealership for my (camera) store.

    Posted 1 year ago #
  20. cigrmaster

    cigrmaster

    Preferred Member
    Joined: May 2012
    Posts: 8,040

    offline

    Login to Send PM

    Six, I am sorry but you should not have to take a risk when you buy a pipe. People should expect to get a properly drilled pipe where the fit, finish and stain are all done properly. Why would you want to buy another when you have had issues with the two you bought? I bet you had no issues with your Italian pipes that are in the same price range. The only way that Peterson will get their act together is if they lose sales in a dramatic fashion, buy taking a risk on one you are only reinforcing their bad behavior.

    Your take on Mr Palmer shows that he could care less about his customers,he should be owning up to the fact that there are MAJOR quality control issues. He should be coming out with a public apology and a promise to fix the problems. He should also be telling his vendors to return every pipe that has issues to get them off the market.

    foggy, good for you. Voting with your wallet is the only way to get their attention. I hope you wrote them explaining why you are not going to carry their line.

    Posted 1 year ago #
  21. numbersix

    numbersix

    Preferred Member
    Joined: Jul 2012
    Posts: 5,506

    offline

    Login to Send PM

    buy taking a risk on one you are only reinforcing their bad behavior

    I have to admit, I don't even check them out anymore when gawking over pipes. And I don't recommend them anymore. However, if I saw one I liked for a good price, I might go for it.

    The only issue with my Aran was the break-in period. Way too long. Still, the fit and finish are excellent and it's a nice smoker now. My Rosslare Royal was a different story. But they made good on it and I really like that pipe. It's gorgeous to look at and hold and it's a fine smoker too.

    I know this is an argument that I can't win because you're right of course. Still, pipes are a weird animal. Sometimes we buy with our heart, not our head.

    Posted 1 year ago #
  22. pitchfork

    pitchfork

    Preferred Member
    Joined: May 2012
    Posts: 1,782

    offline

    Login to Send PM

    Wow, six, that is a beauty. I have two Petes. One is a bent bulldog with no issues. My second was bought last fall -- a Donegal Rocky Lovat which had some problems where the draft hole entered the bowl. The draft hole wasn't quite round and there was a bit of briar hanging on at the end. A sharp knife took care of the "hanging chad" and the air hole is centered properly, but how did it leave the factory (or Smoking Pipes.com) without someone discovering these obvious issues? I certainly wouldn't buy another unless I saw it in the shop or else didn't mind the hassle of returning it -- which I would. The only reason I didn't return the Lovat is that it was a birthday present from my wife. If it were a serious issue or one I couldn't take care of, I would have sent it back. As it is, the pipe smokes great, I enjoy it and my wife was none the wiser -- happy to have gotten the pipe I wanted.

    Still, I'm shocked at the scuttlebutt on Mr. Palmer. Where did you guys hear that he is more irritated than contrite about reported problems? Citation, please.

    Posted 1 year ago #
  23. dubinthedam

    dubinthedam

    New Member
    Joined: May 2009
    Posts: 49

    offline

    Login to Send PM

    I'm a fan of Peterson's because I love their designs, their brand image and because to some extent, cause I'm Irish. I know a bit about the company, have met Tom Palmer a couple of times and have been to the factory.

    There are some very highly skilled workers who do superb work, there is also new young guys, trying to pick it up as they go along. There is à quality control check. These workers are factory workers, they do tough work and do not get paid big money. They're under pressure to keep up with increasing orders month by month.

    Let me say this, I have yet to see ANY pipe without a basic flaw, this I always fix myself and if that fails I send it back. This applies to ALL my high grades costing over $500 from any maker. Most of these flaws can be fixed with a nail file, some glue or sandpaper, hot water, etc within 15 minutes.

    There are some old timers who would say, Petes quality is better than ever. I have Supremes from the 80's flawed.

    Is there a quality control issue, yes, there always is in any factory, are Peterson's having problems, yes, they can't keep up with the demand for their product.

    Is there such a thing as a pipe without a flaw? No there is not.

    What I can say is Tom Palmer is exceptional as a business man, his devotion to his customers is amazing.

    You had some bad service, they will get it right next time.

    A Dubliner in Amsterdam just doing his thing on Youtube.
    Posted 1 year ago #
  24. User has not uploaded an avatar

    Anonymous

    Unregistered

    Posts: 15,063

    offline

    Login to Send PM

    Let me say this, I have yet to see ANY pipe without a basic flaw, this I always fix myself and if that fails I send it back. This applies to ALL my high grades costing over $500 from any maker.

    Wow, Just wow. All I can say is that you, sir, have been incredibly unlucky.

    Posted 1 year ago #
  25. dubinthedam

    dubinthedam

    New Member
    Joined: May 2009
    Posts: 49

    offline

    Login to Send PM

    I can find a flaw in any pipe by any pipe maker within a few weeks of smoking it. Some minor, often major be it design, finish or engineering. But thats what I love about pipes, its never an exact science.

    Posted 1 year ago #
  26. cigrmaster

    cigrmaster

    Preferred Member
    Joined: May 2012
    Posts: 8,040

    offline

    Login to Send PM

    dubin, I have plenty of pipes that are drilled to perfection, the stems fit seamlessly, the finish is perfect. I don't know what you consider a flaw to be but if you are talking a sand pit or a ring grain that is not perfect, those are natural and not what I would consider a flaw.
    I don't know how you can justify a company that sends out thousands of badly drilled pipes, thousands of stems that don't fit flush. Stains that bubble off when smoked. You may like Peterson pipes and that is fine, if you enjoy having to fix your pipes that are supposed to be drilled right in the first place then that is your right of course.

    six, I understand your point. There are many Peterson pipes that I think are great looking. When I went to buy one I was disgusted at what I saw and will never give a company that routinely sends out flawed pipes a dime of my money. They do not deserve to be a consideration to any consumer until they accept responsibility and come out with a public statement acknowledging they understand they have problems and are willing to fix their quality control issues. Of course they will never do that because people continue to buy their crap and are willing to accept pipes that do not pass a cleaner, or a pipe that gurgles or a pipe that has the stain bubble off. It is so easy to have a couple of people sit at the end of the production line with a fluffy pipe cleaner and a magnifying glass and look over every pipe before it leaves the factory.
    If they did that then no one would be stuck with one of their terribly made pipes. But no, they are too cheap to pay for those people and they just don't care.

    Posted 1 year ago #
  27. numbersix

    numbersix

    Preferred Member
    Joined: Jul 2012
    Posts: 5,506

    offline

    Login to Send PM

    Still, I'm shocked at the scuttlebutt on Mr. Palmer. Where did you guys hear that he is more irritated than contrite about reported problems? Citation, please.

    Hold on, Mr. Palmer treated me very professionally, so I don't mean to bad mouth the guy in any way. He also made right my problems with my Rosslare Royal. I don't want to be misunderstood by what I mean. I do not dislike Peterson or Mr. Palmer and as I say, though I am not actively looking for a Peterson pipe anymore - they are not off the ticket for me.

    This was merely my impression from YouTube interviews, an interview on the Peterson Pipe blog, etc. In the interviews I've seen, he seemed more defensive than I would have expected, but that is strictly a personal opinion - not fact.

    Posted 1 year ago #
  28. dukdalf

    dukdalf

    Member
    Joined: Aug 2011
    Posts: 185

    online

    Login to Send PM

    It's time for some damage control.

    Keeping an operation like Peterson afloat during the last few decades could be seen as non-stop damage control

    Posted 1 year ago #
  29. pitchfork

    pitchfork

    Preferred Member
    Joined: May 2012
    Posts: 1,782

    offline

    Login to Send PM

    Thanks for the clarification, six. I'll have to hunt up some of those interviews.

    Posted 1 year ago #
  30. troutface

    troutface

    Preferred Member
    Joined: Oct 2012
    Posts: 755

    offline

    Login to Send PM

    I was not aware of Peterson's quality issues when I bought the pipe. Does that mean it's my fault that the pipe is defective? I think not. If Peterson had repaired the pipe correctly I would have been satisfied. If they had replaced it I would be on here singing their praises. That free advertising would only build brand loyalty and bolster their bottom line over time. Great companies don't need warranties, they produce quality products. Should something ever go wrong, they make it right, the first try, no questions asked. I'm sorry, but Peterson is not a great company. Look at Boswells. I have not bought from them yet, but have read nothing but praise for them on the forum. If I am ever back east I will go out of my way to visit their store and do business with them.

    Posted 1 year ago #
  31. taerin

    Eric

    Preferred Member
    Joined: May 2012
    Posts: 1,921

    offline

    Login to Send PM

    Boswell pipes are literally sold the minute or hour they are posted for the most part, I forget when they are, but you gotta get them online (over the phone) the instant they go out every week.

    Posted 1 year ago #

Reply

You must log in to post.

 

 

    Back To Top  | Back to Forum Home Page

   Members Online Now
   weezell, tonyiommi, aristokles, rsuninv, olewaylon, astrange1, phred, catyrpelius, jfox520, dukdalf, phil22, cosmicfolklore, zanthipal