In these days of remote and impersonal service, here's one Company that still does business the old way. I ordered a pipe from pipesandcigars.com. inexpensive, but attractive looking. Filled it, and began smoking, and it worked fine. When I attempted to run a pipe cleaner through it, I discovered that the bore on the bit and shank did not match up, and it as not possible to insert a cleaner. When the pipe had cooled, I attempted to take it apart and see what the issue might be, but discovered that the tendon fit so tightly into the mortise that it was impossible to separate the two. I sent an e-mail to the company, alerting them to the issue, and within minutes had a response e-mail from Bob Gates advising me that a new pipe was already in the mail to me. Now that's what I call customer service!