Fuente response to construction issues

[Gator]

I got frustrated with way too frequent construction issues, mainly tunnels, that ruin the cigar, and found an email for some product development person. Wrote a nice email, with pics, and even did a follow up with an Unnamed Reserve that had a huge tunnel. Crickets. Wrote a more spicy response a week later, basically saying not cool to just not respond. Well… today I missed a call, from Carlito, and received an email that appears to have been written by a Fuente (mentioned “our families brand & craft”), was a very nice & professional response. i have to say i was pleasantly surprised, showed me that Fuente is top of the line in the cigar industry (not surprised).

 

[whopper]

I got frustrated with way too frequent construction issues, mainly tunnels, that ruin the cigar, and found an email for some product development person. Wrote a nice email, with pics, and even did a follow up with an Unnamed Reserve that had a huge tunnel. Crickets. Wrote a more spicy response a week later, basically saying not cool to just not respond. Well… today I missed a call, from Carlito, and received an email that appears to have been written by a Fuente (mentioned “our families brand & craft”), was a very nice & professional response. i have to say i was pleasantly surprised, showed me that Fuente is top of the line in the cigar industry (not surprised).

So what did they say?

 

[bfreebern]

Did you call Carlito back? Maybe he wants to say hello to his little friends?

 

[Rod]

AF is one of my favorite cigar families for a reason -- top notch all around.

Tell Carlito his friends at CigarPass say hi, if you talk with him.

 

[Gator]

It was just a very well crafted, thoughtful email. I did call him back, he’s sending me something that’ll make Moki drool. Or, he didn’t answer when i called back, and not expecting to hear back

 

[cohibasurfer]

 

[Mizicke5273]

Did you call Carlito back? Maybe he wants to say hello to his little friends?

Maybe he wanted to talk about Gator's expiring car warranty?

 

[whopper]

It was just a very well crafted, thoughtful email. I did call him back, he’s sending me something that’ll make Moki drool. Or, he didn’t answer when i called back, and not expecting to hear back

So they ignored your concerns?

 

[Gator]

So they ignored your concerns?

Here’s their response:

First and foremost, thank you for being a loyal supporter of Arturo Fuente cigars since the 1990s. It means a great deal to us to hear from long-time aficionados who have embraced our blends and stood by our family’s craft over the decades. We’re truly sorry to hear about the construction issues you’ve experienced recently, particularly with cigars from the Don Carlos and OpusX lines. Our team takes quality control very seriously - especially with our most iconic and premium products . Your feedback is not taken lightly.

While it’s true that handmade cigars can occasionally have imperfections, your experience sounds beyond the occasional flaw, and we agree that it’s not acceptable for cigars at this level. Tunneling and draw issues, especially on such meticulously aged blends. This can be incredibly frustrating, and we completely understand how it impacts both enjoyment and value.

That said, the only way we can continue to improve is through honest feedback from people like you. We have passed your experience to our quality control team. Again, thank you not just for your support, but for caring enough to write. We don’t take your loyalty, or your critique for granted.

With respect and appreciation.

Thank you.

 

[CigarStone]

Carlito has always been very approachable and very courteous. Good luck!