What a surprise! Great Customer Service.

[organizedmadman]

I just opened a brand new tin of tobacco last week. It was a tin of Sutliff Kentucky Planter I got from the the Altadis free sample program. While smoking my first bowl of the blend, I transferred the rest to a ball jar. The last layer was stuck to the bottom, I scraped it off just to realize the bottom was badly rusted!

Not expecting an answer, I sent them an email asking if perhaps I get a new tin, then yesterday I got an awesome surprise:

What do you think? Kind of a nice gesture over just a free sample, they really went above and beyond!

I also noticed the bottom of the tins (left) look different from the rusted tin (right).

 

[kabong30]

Very few things make me as happy as when a company goes above and beyond and yeah, it is WAY cooler that they did it over a free sample.

 

[jharvard]

Well said kabong30! It's sad how so many companies don't pay attention to details and take for granted their customer base. It's silly look at all the positive attention you get from just serving your customers or in this case potential customer well. Seems like a smart business practice to me. :puffpipe:

 

[organizedmadman]

The thing is, Altadis is the "Big Tobacco Co" of pipe tobaccos, they crank out tons of the stuff under many different brands. A consumer like me is just a drop in the ocean compared to the rest of their clientele, they didn't HAVE to go above and beyond, but they did, and that speaks volumes. They really care about each customer it seems. They have a loyal customer for life.

 

[damnyak]

That's great Madman, Hats off to Altadis. Companies like are far and few. And in my book its worth supporting them. LL bean comes to mind as another "big company" who takes care of their Customers.

 

[papipeguy]

I hope you wrote them a nice note. It's great to read about this type of response to customer issues. It really costs them nothing to make you happy. The fact that you shared this story has more than paid them back with your posting of a positive response. Well done all around.

 

[bigmike]

I was already an Altadis fan but your story enhances my preference for their products and company.
Thanks for sharing your experience.

 

[ohiopuffer]

Hearing that they treated a customer this way has insured that I will do buisiness with Altadis.I need to get on that free sample program I am always looking for new and different baccy.

 

[shawn622]

This would fit perfectly in the new thread im trying to start called "Gratitude". Great story. Thanks for sharing!!!

 

[spartan]

Kool beans. I've also noticed that the bottom of my Molto Dolce had a little rust exactly the same as yours. Didn't affect the tobacco in any way.
I didn't complain about it though. Because it was free.
Glad to see they have caught their mistake and changed the bottom of their tins to a different alloy or coating.

 

[organizedmadman]

I didn't really complain, I just mentioned the bottom was rusty, and was it still safe to smoke. I asked if maybe I could get a little sample of it again if they thought that one was unsafe. Still, those guys rock! They got a nice email back thanking them for their generosity.

 

[photoman13]

That is great! I always email a company when they are doing something right. Most of the time they get customer comments it is just to complain. A few have even expressed this to me.