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Now That's Customer Service!

Discussion in 'Pipes' started by OrganizdMadman, Feb 11, 2012.

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  1. OrganizdMadman

    OrganizdMadman Member

    Joined:
    Nov 8, 2011
    Messages:
    689
    First off I just want to say I have no affiliation with the establishment mentioned below.

    I broke my first clay pipe, during it's inaugural smoke. It was a small inexpensive Gouda style pipe from "pipeshoppe.com". During the smoke I heard a tiny "pop" but didn't really think anything of it. Afterwards I laid it down to cool and wrote a review about it on here.
    A few hours later I picked it up and the entire side of the bowl fell away.
    [​IMG]
    I know clays break, so I figured since it only cost $10 I ought to just suck it up and buy another. A few days later out of curiosity I sent them an email mentioning what happened. Within a few hours I got two emails, one read:

    "Dear Darrell,
    >
    > It sounds like a defective pipe. We will send you a replacement today.
    > Let me know if the same thing happens with the new one. We have not
    > had that problem in the past, but it occurs again, we want to know.
    >
    > Best regards,
    > KC Ellis
    > Owner
    > Penn Valley Pipes & Tobacco Co.
    > www.pipeshoppe.com"

    The other email was a USPS tracking number for rush shipping of a brand new clay!

    Now that's awesome customer service! This is why I love small businesses.
     
  2. TRAVIS

    TRAVIS Member

    Joined:
    Nov 26, 2010
    Messages:
    665
    Great service. 1 bowl wasn't much of a run, hope the new one lasts a bit longer.
     
  3. Lestrade

    Lestrade Active Member

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    Nov 2, 2011
    Messages:
    4,093
    Great service indeed!
     
  4. ol gto

    ol gto Member

    Joined:
    Jan 9, 2012
    Messages:
    762
    Excellent service:th1:
     
  5. IrishRover

    IrishRover Active Member

    Joined:
    May 19, 2010
    Messages:
    3,178
    Wow! that's rare these days.
     
  6. user1975

    user1975 Active Member

    Joined:
    Jun 16, 2011
    Messages:
    1,776
    Excellent service!
     
  7. dwaugh

    dwaugh Moderator Moderator

    Joined:
    Mar 2, 2011
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    7,854
    Did it break along the mold lines? Were there air bubbles in the clay? We need some closeup pictures of the fracture for a claytopsy:) -David
     
    HCraven, Mington, Jussto and 2 others like this.
  8. Elwin

    Elwin Member

    Joined:
    Nov 23, 2011
    Messages:
    297
    :haha:
     
  9. t-bear

    t-bear Well-Known Member

    Joined:
    Dec 21, 2009
    Messages:
    5,010
    Don't laugh Elwin....David is serious! Y'see, he's our resident scientifical guy...loves to 'speriment with stuff and make graphs.:byg::byg: He's produced two different clays here, and I'm sure this has piqued his curiosity....has mine!

    David....that rascal looks to have some mighty thin walls. Might be the problem? Possibly stressed when it was pulled from the mold....looks like the fracture follows the mold-line for a good ways.....

    Close-ups, Madman!!!
     
    dwaugh likes this.
  10. Elwin

    Elwin Member

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    Nov 23, 2011
    Messages:
    297
    Oh, I wasn't laughing at him per se.
    I've followed his 'experiment' threads, and I've lamented not being able to try one of his 'bulldog clays'.
    I know what a serious man of science he can be.


    OK, maybe I was laughing at him just a little bit....
    :ohyh:
     
  11. davidmackv

    davidmackv Active Member

    Joined:
    Jul 21, 2011
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    2,692
    I'm still waiting to sample a Dwaugh clay dog.
     
  12. OrganizdMadman

    OrganizdMadman Member

    Joined:
    Nov 8, 2011
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    Unfortunately it no longer exists. After it broke, I decided to use what was left of it as a sort of "crash test dummy" to educate myself on the fragile nature of clays, doing controlled drops onto carpet, tables, and finally tile.
    But I did inspect the fracture and it was close to the seam, but near enough to to have been the problem. And no bubbles or pits to be seen.
    I'm wondering if maybe the unglazed bowl absorbed moisture from my baccy and steam expansion widened an already existing hairline crack?
     
    Whalehead King likes this.
  13. Brian Powers

    Brian Powers Member

    Joined:
    Aug 26, 2011
    Messages:
    125

    I have several clays from PVP&T. Cheap pipes, but that's what I was looking for. Smoke very well. Glad to hear that they stand behind their products.
     
  14. OrganizdMadman

    OrganizdMadman Member

    Joined:
    Nov 8, 2011
    Messages:
    689
    That's the quality of customer service that tends to make me spend lots of money with a business.
    Actually, most of the pipe & tobacco Etailers I've purchased from have been exceptionally friendly and helpful so far!

    P.S. and they said clays didn't need "broken in"! Ba-dum dum!!!
     
    HCraven, ol gto and dwaugh like this.
  15. NBPipe

    NBPipe Member

    Joined:
    Oct 4, 2011
    Messages:
    208
    I have ordered from pipeshoppe and found them to be ultra customer focused. Sorry to hear about your pipe. I am interested in your crash test findings.... Coud prove useful to the clay peeps :)
     
  16. UberHuberMan

    UberHuberMan Member

    Joined:
    Jan 18, 2012
    Messages:
    427
    That is the kind of customer service that I think we all like to see. I may have to head over to their website to see what they have to offer. Haven't heard of them before this, but with customer service like that, they're the kind of folks I'd like to give my business to.
     
  17. Whalehead King

    Whalehead King Balaenius Rex!!

    Joined:
    Jan 23, 2010
    Messages:
    2,938
    When somebody does the right thing, sing their praises. Thanks. I'll be looking to their pipes as soon as I "post reply."
     
  18. Ol Brokedik

    Ol Brokedik Active Member

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  19. Beale

    Beale Active Member

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    That is very good customer Service, Beale.
     
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