In light of the thread about premoxed Burgundy, it’s good to see that there are producers who offer proper customer service.
I bought some Cuvée Jean Gautreau when I visited Sociando-Mallet last summer, ordering more when I got home. Recently I opened three bottles of JG 2001 for a special family party: all three were off, suffering probably from heat damage.
I wrote to the château to ask if they could do something, and received a very gracious response, apologizing on behalf of Sylvie Gautreau, confirming that they were sending me three bottles and asking me to send them any future corked or defective bottles, so that they could run tests on the corks and the wine.
What more can one ask for?
In any other business this would seem to be normal behaviour - but sadly it seldom is with wine, so it’s great to see Sociando-Mallet setting such a good example.
Great story.
This is one advantage of having direct relationships with producers. We often debate the pros and cons of being on direct lists and in wine clubs, and there are various pros and cons, more or less depending on the particular producer and relationship.
But one big one I’ve found that they are really willing to stand behind their products this way. Usually, just one email to a producer saying you had a corked or flawed bottle, and they’ll happily ship you a replacement right away, no more questions asked.
When you buy from a retailer, it’s often much harder and more uncomfortable to make a return like that. To the point that most people just don’t bother.
Having said all of that, I had only experienced and heard of it in the domestic US context. I’m glad to hear that a Bordeaux producer takes the same perspective.
Wow. Really cool and unexpected story. Love what Chris said, as well.
Cheers Chris - sadly I think in Bordeaux this is very much an exception to the rule, probably because almost all Bordeaux is not sold direct. If you get a duff bottle, who is to blame - the shop, the négociant, or the producer?
I did try writing in the past to other producers: Gruaud-Larose reacted just like Sociando-Mallet; Haut-Batailley ignored three letters. But the prize for the Rotten Gooseberry of the Year goes to Ducru-Beaucaillou, whose cynicism regarding tainted bottles is legendary.
Thanks Julian. This makes me even more of a SM fan.
Though if they truly valued their customers they would ship more JG stateside. 
Thanks Curtis!
Kelly - yes, you’re right, sadly they’re stuck in the négociant system.
Just to be clear, it was the first time I have ever had flawed SMs, so three in a row was really odd. I saw for myself the great lengths they go to to ensure that their wines are in perfect condition, with huge air-conditioned cellars. Come to think of it, apart from one or two producers, the number of flawed Bordeaux I have had is extremely low, corked or otherwise. Obviously there are loads I have not liked, but that’s just down to taste.