Disgusted With Peterson Repair Dept.

[dubinthedam]

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.

 

[dubinthedam]

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.

 

[cigrmaster]

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.

 

[numbersix]

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.

 

[dukdalf]

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 :D

 

[pitchfork]

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

 

[troutface]

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.

 

[taerin]

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.