Lange’s superlative customer service.

Jan 03, 2018,08:32 AM
 

Folks,

As some of you may already know about my former experience with Lange when I bought my first Lange timepiece which was replaced immediately no questions asked. The watch was bought from the NYC boutique.

After acquiring my new Lange 1 from an AD I discovered that the watch unfortunately had some issues which in my opinion were caused by either the AD or clients mishandling it. Whichever the case may be, I immediately informed both the AD and Lange’s US brand president.

When a watch is being sold by an AD- it is the property of the AD and not Lange. So, any damages caused by mishandling is not covered under the manufacturers warranty and is totally up to the AD to whether take it back or not. My AD refused to take it back and totally dumped this issue on Lange.

As expected, Lange stepped up to the plate and will be performing an exchange for me. To say, I’m surprised would not be entirely true. Lange is the only brand I personably dealt with that continuously goes out of their way for their clients regardless of the timepiece bought. They did that for me with my Saxonia Thin 37mm and are doing it again with the Lange 1.

It’s hard not to be loyal to a brand when it’s top executives make sure they communicate directly with their clients and always go above and beyond to make them happy even when the issue is not caused by them.

Just thought I should share this!






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Good news for a good client!

 
 By: patrick_y : January 3rd, 2018-08:54
Thanks for sharing your experience!

Thanks my friend! [nt]

 
 By: Thewindingstem : January 3rd, 2018-18:47

I'm glad for you to hear that 🙏

 
 By: Alkiro1 : January 3rd, 2018-08:56
Best wishes Alkiro

Glad to hear that Lange continues its excellent customer service here in the U.S.

 
 By: TheMadDruid : January 3rd, 2018-09:13
Could you please PM me the name of the dealer? Thanks.

Out of curiousity

 
 By: sham1 : January 3rd, 2018-10:12
What issues did you have with your Lange 1? I had issues with mine when new, years ago but was not as fortunate as you have been. I dare say that Lange USA offer exemplary customer service which I myself have experienced. I once owned an 1815 moonphase ho... 

This will always remain a mystery Alkiro!

 
 By: sham1 : January 3rd, 2018-10:37
but thank god the end result was good.

A total nighmare initially for me

 
 By: sham1 : January 3rd, 2018-11:10
when the dealer sent me photos of the watch with broken lugs. What Lange did for me I shall never forget.

I can easily imagine. The kind of pictures to have a heart attack 😥

 
 By: Alkiro1 : January 3rd, 2018-11:14
It was really a nice gesture from Lange because, I’m such a situation, everybody can blame each other. Best wishes Alkiro

Since that incident

 
 By: sham1 : January 3rd, 2018-23:51
I have never sent a watch by post hence I hand delivered the Moser last month to watchonthewrist. Yes it was not convenient but at least I had peace of mind and the bonus is that I made a good friend too.

I've learned that the lugs on Datograph are screwed on, not soldered.

 
 By: Luis6 : January 3rd, 2018-15:53
Not sure about other Lange models.

The 1815 moonphase honey gold

 
 By: sham1 : January 3rd, 2018-23:49
was soldered on (twice on my ex watch!! )

Twice. Ouch! [nt]

 
 By: Luis6 : January 4th, 2018-00:17

Ha! Ha! :-)

 
 By: sham1 : January 4th, 2018-01:24
Yes once when it was manufactured and again when the lugs came off 4 years later!!

Very impressive.

 
 By: Thewindingstem : January 4th, 2018-09:12
Seems my experience with Lange is the norm. The issues i had were on the case with a ding on the lug and some scratches on the crystal.

I never knew lugs were soldered or screwed on...

 
 By: darrony : May 18th, 2020-00:30
Is this on all Precious metal cases? Or also SS as well?

So sorry, I do not have the answer to your question.

 
 By: sham1 : May 18th, 2020-06:57
Perhaps someone might be able to help.

All Lange cases share the same construction.

 
 By: Thewindingstem : May 18th, 2020-09:36
The lugs are attached to the middle part through soldering.

I am of the the same opinion.

 
 By: Karlisnet : January 3rd, 2018-10:36
I got problems with the date function of my brand new Lange 1 - which I posted extensively here -, and despite of the initial dissapointment, Lange US solved it with diligence and superb customer service, As Sham asked, may we know which problems did you ... 

It's awesome to hear the good news...

 
 By: Brandon Skinner : January 3rd, 2018-10:37
when it relates to service it's usually only when things go wrong. Beautiful piece BTW.

Thank you!

 
 By: Thewindingstem : January 4th, 2018-09:16
luckily I've always had excellent post purchase service from Lange. Not so much so with the brands but that doesn't matter anymore as i have since gotten rid of everything and focusing mostly on Lange now.

That’s fantastic

 
 By: Harry2 : January 3rd, 2018-11:56
Glad to see a brand is looking after its customers.

This is obviously great to hear and congrats on another beautiful ALS. But....

 
 By: Jay (Eire) : January 3rd, 2018-17:52
....my question is how can one arm get things so right (in this case ALS) and other arms of the same octopus mess up so badly (IWC, Panerai).

Thanks!

 
 By: Thewindingstem : January 3rd, 2018-18:51
What goes on with other Richemont brands is beyond me. I’ve never owned a Panerai or IWC but from what I understood Lange is extremely autonomous within Richemont.

I think the answer to your question is that Lange handles its repairs separate from Richemont.

 
 By: TheMadDruid : January 4th, 2018-03:59
As does Cartier. All other brands are handled as one; with one central service center in each major market.

That is EXACTLY right! If Lange moves its US service to Richemont's Texas facility...

 
 By: CR : January 4th, 2018-05:55
... our comments here will be very, very different, and Lange will lose many repeat customers.

Possibly.

 
 By: Thewindingstem : January 4th, 2018-09:09
I did deal with MB on multiple occasions for both my fountain pens and a watch and never had an issue- The MB team were very diligent, fast and communicated everything properly.

That's good to know, I wasn't aware of this structure. Central service centers would intuitively seem like the right and most cost effective..

 
 By: Jay (Eire) : January 4th, 2018-12:26
..approach for a big company like Richemont. I wonder what stops further consolidation which would take ALS and Cartier into the centralized model. (Aside from the fact that the centralized model seems to suck from the customers perspective, but I'm not s... 

Lange has always steered clear of the rest of Richemont

 
 By: TheMadDruid : January 4th, 2018-13:00
and so far has been able to get away with it. Cartier is the Big Dog and does what it wants.

Lange is their niche brand.

 
 By: Thewindingstem : January 5th, 2018-12:18
Its unique on so many levels- from its marketing, philosophy and movements. A Lange movement is difficult to work on by a none-lange watchmaker while the other brands are easily serviceable by any qualified watchmakers. In the US and Canada all Richmond w... 

Ville handles time-onliest and lesser complications.

 
 By: TheMadDruid : January 6th, 2018-10:27
Alkis, in NYC as well, handles all of that plus chronographs. The greater complications are sent to Glashütte. Nothing goes to Texas.

I don’t know tbh

 
 By: Thewindingstem : January 5th, 2018-20:18
I assume In Europe and the Middle East it’s just sent straight to Glashütte and maybe they have a watchmaker in Hong Kong or Singapore?

awesome

 
 By: Gelato Monster : January 3rd, 2018-20:12
Lange is truly exceptional

Thats the point!

 
 By: Thewindingstem : January 5th, 2018-12:14
when it comes down to spending that kind of money on a watch you want to know that your relationship with the brand continues past the initial purchase- with Lange i feel the relationship start when you purchase a timepiece.

thanks for sharing.

 
 By: mj23 : January 4th, 2018-21:32
Good to know that Lange stands behind their products.

Share the same privilege from Lange service.

 
 By: Kong Saetae : January 5th, 2018-20:24
I can confirm that the Lange top management team really cares for their customers. I myself encountered the issue with my Lange 1815 chrono. There was some flaw on the dial that could not be repair. It is due to the manufacturing process. Lange decided to... 

And she has arrived!!

 
 By: Thewindingstem : January 10th, 2018-19:33
As promised Lange sent me a brand new watch and she’s perfect! ...  

Lange has set the new standard

 
 By: Thewindingstem : January 11th, 2018-09:13
Hopefully other brands will follow suit!

Good to see a happy ending. [nt]

 
 By: TheMadDruid : January 11th, 2018-06:27

Had similar experience

 
 By: Clue51318 : May 17th, 2020-08:00
My experience with Lange is exactly like yours and the funny thing is I’m from Toronto as well. When you said you bought the socond one from AD in Toronto I knew immediately who the AD is and its a crazy coincedence that I had similar experience with them... 

Amazing experience

 
 By: Mr.Gatsby : May 17th, 2020-21:55
Thanks for sharing it with all of us. Coincidentally I am thinking of acquiring my first Lange piece. I’ve made contact to the local boutique previously and must say the experience had been great, even though I’ve never purchased anything.

good experience

 
 By: danialameen6 : May 18th, 2020-02:25
thanks