Lange’s superlative customer service.
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!
Comments: view entire thread
Lange’s superlative customer service.
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 ...
Out of curiousity
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...
Since that incident
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.
Ha! Ha! :-)
Yes once when it was manufactured and again when the lugs came off 4 years later!!
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 am of the the same opinion.
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 ...
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.
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 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.
Lange is their niche brand.
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...
I don’t know tbh
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?
Thats the point!
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.
Share the same privilege from Lange service.
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...
Had similar experience
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...
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.