Back in August I was smoking my first CAO gold. As I was smoking I noticed what felt like a hair sticking out of the head. I pulled out a 1.5 inch grey hair.

Needless to say I was grossed out, so much so that I wrote CAO customer service an email.

Well, I had completely forgotten about it until last week when I got an email from the PR person. She apologized profusely but assured me that it was unlikely it was a human hair and probably a thread from the nylon string they tie the leafs together with.

She also offer me a replacement stick, which I accepted.

Below is what I got in the mail today.

Im impressed with their customer service...except for the 2 month response time.
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I'd wait 2 months for that. unless it was a pube, I'd just puke and forget it ever happened.
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awwwww man!:-)

but no, it was straight, thank God
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What? No good? Enjoy the sticks!
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It is nice to see that they take care of their customers. I hope you enjoy the replacement smokes.
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glad they took care of you
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You would think you would get a quicker response though.
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I hear CAO only uses virgin's thighs to roll their cigars. I'm glad they took care of you!
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Wow, that's very bizzar. As for the time it took to reply I'm sure they get a lot of emails to go through. I'm dumbfounded that they would even respond. Great to hear you were taken care of.
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I wrote CAO a couple years ago about a few sticks with burn problems and they sent me a nice letter and 5-pack sampler for free. They do have great customer service. It was a nice gesture.
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i had the same thing happen^^ burn and draw problems on a few of thier sticks. after the wait for the reply, the promptly shipped out a pack (5 pc's) of mx2 daggers, 2 brazillia, a cx2, and an america(robusto). was very impressed.

james
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Glad to hear they took care of you. Perdomo offered to replace an entire box for me after I found a 2 inch piece of twine inside my cigar, I told them not to worry about it but I appreciated the gesture. Funny thing is when I spoke to them on the phone the guy admitted it may have been a disgruntled roller because they've found nails and stuff inside cigars before...kinda grosses you out huh?
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Wow, that's good customer service.

They've found nails in cigars?? Maybe they should start x-raying them before the sticks are shipped. :-)
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I'm glad to read this thread. I love the CAO brand, they are my go to guys. Nice to know they take care of their customers in a good way. A slow way perhaps, but still taken care of.
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They must be nuns then if the hair is grey.
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What they didn't tell you was that is what they add for flavor. check out the new smokes to make sure they didn't add any more. :-)
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