afaleh
674
Love Lange timepieces, seriously disappointed with their customer management
May 05, 2021,09:43 AM
I have to say, as much as I apreciate every Lange I own, I am just heartbroken the brand grew to the extent they are now ignoring their customers. I faced an issue with ordering a Lang watch and sent a thorough email to Lange, I would expect at least a response either through the boutique or through their customer management team, but its been almost a month now and no reply.
So I sent this email to Lange on the 12th of April:
Dear Lange team,
I hope you are doing well, and staying safe.
I have been an avid admirer and collector of watches for the past 25 years, and since 2004 have been an enthusiastic Lange owner, I even traveled in 2009 to Glashutte out of Dresden to visit the Manufacture and learn about the brand. It really seemed like the Lange team cared about their customers and the welcoming was top notch. I was at the London boutique launch and it was also a superb event.
I have to say my recent experience with the company has not been as positive, and I wanted to convey my issue with Lange customer care and hopefully management directly.
I live in Bahrain and have bought several Lange watches from your authorized distributor, Bahrain Jewellery Centre, including my 1815 and Double Split. The watches are amazing, and Lange has tied with Patek Philippe as my favorite two brands, Servicing has imp[roved dramatically in the last 8 years and my Double Split came back in striking condition, I am glad to see the company continue to improve in so many ways, but I was absolutely devastated when my request to be put on the waiting list for the Odysseus in blue and steel was rejected. Bahrain Jewlery Center informed me that they are not allowed to sell the watch, and I would have to go through Dubai Mall. When I contacted the Dubai Boutique I was told that the watch is only offered to their loyal customers, and they would not recognize my purchases from bahrain.
I am sorry if this seems over the top, but I feel cheated. I go by the handle Altair on online forums and have been singing the praises of Lange before it was in the mainstream, I bought four watches from the brand as milestone achievement celebrations, and now feel like I am not considered as a loyal customer and cant get a watch that would complete my Lange collection, as I would have liked to have one representative of each Lange family at least.
I am not asking for any sort of special treatment or to jump the line, all I would like to do is put my name down and wait until my turn to buy it. In contrast, I only bought two Pateks from the same AD, Bahrain Jewelry Center, and they put my name down and within 14 months I was allocated both a Nautilus and an Aquatimer, both very difficult to get. I expect the same from Lange.
I am sure this situation is an unintentional mistake, and I hope Lange will take this in consideration for the general watch community, as well as address my specific situation. It would make me a very happy enthusiast if I can put down my name for the watch and know that one day my turn will come up.
Thank you for your consideration,
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Am I overreacting? Considering a long standing lotyalty to the brand is it too much to ask for a response? Let alone the chance to put my name on a watch? I cant believe we are begging a brand to take our hard earned money and cant recieve a simple reply. Very frustrated.
I still adore their watches, and apreciate the engineers, designers, and craftspeople who produce them. Their business side of things can bite me, thinking of only buying second hand from now on. I have to say I am enjoying my Lange watches far less as I dont feel the connection to the brand that I once did.