learner
71
VERY disappointed with Lange boutique client service...
I'm an owner of several Lange pieces in current collection, more in the past. Always loved their services. And of course the watches.
I have a small wrist, so I always pickup a short strap with my watches (German straps seem extremely long). So last week I went to the Lange boutique in Hong Kong to purchase a short strap for my Dato (previous gen). I don't wear it that often, but stared to lately but the buckle/long strap combo was just not comfortable. They had a paired blue/grey short strap in contrasting stitches and an all black in short. They didn't have a short black with contrasting stitches in stock, which was what I was hoping for. The all blacked looked pretty good, so I took that strap and the staff installed it on the watch & buckle.
After looking at the watch for one day I just didn't like the all black look... I think the black with white stitches is the right fit for Dato. Perhaps I was used to looking at the original strap and other pictures... So I left the watch sitting for rest of the week to see if the all black would grow on me. By Friday I realized it wouldn't. So I went back to the boutique to ask for an exchange.
Now... I understand that I accepted the all black short strap when I purchased it. And in HK, most places don't accept exchanges. When a strap is placed on a deployment buckle and worn on the wrist, even for one day, the strap will crease some. But this is a Lange after all... what's the cost of a strap compared to the cost of the watch? And the cost of the strap compared to the cost of a happy customer... Guess what I was told... I was told that they cannot accept an exchange because it is now used.
This is a Lange boutique! One of a handful in the world! The original manufacture. You guys know the Dato... and with all my other Langes you can imagine how much I've invested in Lange. I've also bought many additional short straps from Lange... They've sent me countless catalogs and invited me to extravagant dinners in various cities... but they won't let me exchange a strap in less than a week!?!?!? What is the cost of a strap compared to a watch?! What is the margin on a strap that sells for $400 USD? Yes, sure, policy says they don't have to exchange it because I put it on the watch and wrist already... but what about customer service? They tell me if they did this for me then other might too. What is the chance of that? How many time would I ask for an exchange on the strap and how many others will use that as an opportunity!? Was that a joke?!
The staff are all very nice and courteous of course. The problem I think is that client service in many Asian locations are simply not flexible. I can understand that the policy is written a certain way, I know lawyers. But customer service is not a rigid set of rules. How are the staff trained? "Make sure the clients are happy... but follow the rules and policies!"
I'm just so surprised... shocked is more like it. It didn't even occur to me they might say no. Now I'm left with a really bad taste in my mouth from a brand that's simply amazing in terms of its watches. I'm going to send an email to the company. But don't want to just leave a feedback on the web form. Does anyone know of a direct email address or someone directly in client services? Please PM is you do.
Love to hear your thought and experience on something like this... Am I simply wrong in thinking I can get an exchange? Is this the case for other brands and other places? Sorry for the long email and thanks for reading. I just got back and wrote this right away... I'm just so darn shocked still!
Mr. Shocked.
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VERY disappointed with Lange boutique client service...
I'm an owner of several Lange pieces in current collection, more in the past. Always loved their services. And of course the watches. I have a small wrist, so I always pickup a short strap with my watches (German straps seem extremely long). So last week ...
Let me get this straight.
You expect them to hand you a new strap for one that has been used for a week? You mentioned that they have invited you to many events and dinners etc. and that in itself is exemplary public relations and customer service. You have been treated as a VIP! ...
Actually I do...
Yes, actually I do just expect them to hand me a new one. They invited me to events and dinners, they've spent hundreds if not more $ to get my business. I bought a strap that they installed on my watch, which sat on my dresser for a week, not worn (they ...
Cast-off's
So you would expect the next customer walking into the Lange store to accept a strap that was used? Would you accept someone else's used strap? If the answer is no then you can see Lange is not at fault. Personally I think they did the right thing.
I am glad you are a recipient of Lange hospitality, and I pray that this will not sour
Lange has been good to you, and you to Lange...don't let a small thing like a strap spoil the relationship. We are n this hobby to enjoy ourselves, not to give ourselves grief. Sometimes things like this happens. Chillax mate, not worth the grief. Best, H...
I like your perspective
Horo, Thank you for that wonderful perspective! Yes, we enjoy the hobby and the brand so no need to be sour. I think it will blow by. This is what the phycologist ordered I guess.. to vent? Haha. You must be a care free man (or woman)... and I admire that...
thats good..sometimes the insignificant things piss us off most
best, still heterosexual male, Horo
I agree with Fernando, if you had purchased
a few pieces directly from them, why did you receive such treatment? Or perhaps you didn't buy your Lange from the same boutique? You should explain that to them. I'm very sure they don't treat VIP that way, it doesn't sound right. Mech.
well..
Mech, As I said to Robin, I'm not some super VIP. Just a person who has a few piece of Lange in his small collection and love the brand. And it really should not matter where I bought it. If the boutique are run as a retail shop, then the purpose is wrong...
I don't you need to be a super VIP of Lange to
be entitled to a decent treatment. Obviously you're not getting any and that's troubling coming from the brand. There must be something amiss here? Did you buy all your Lange pieces from new from Lange? If so, there's no reason your owner registration is ...
It's imperative where you bought your Lange watches
"And it really should not matter where I bought it" I totally disagree with the above. It's imperative, let me stress EXTREMELY impertative, in this situation. Since you wrote the above, I am assuming that you did not buy your Langes from this particular ...
+1
"And it really should not matter where I bought it" I totally disagree with the above. It's imperative, let me stress EXTREMELY impertative, in this situation. I 100% agree with this post. The fact of the matter is that a boutique is probably the most exp...
Try calling or writing to someone senior in Lange HK?
Hi mate Why don't you contact someone senior in Lange HK to discuss this instead of writing to the website email or Lange HK. As you are a VIP, you probably have some relations or contacts with various Lange HK senior managers before and they may be able ...
Thank you
Robin, Congrats on your new Dato. Saw the posting and pictures. That's wonderful! Thanks for your suggestion. I will do that. Just wanted to see what the crew here thinks about my case. While I'm going to stick to my opinion, I do like to get a general fe...
I have read all comments here and found myself swinging on view...
.....to start with, I sided with Learner. It is one thing for a policy to be in place, but when it comes to a well-established high-end customer, then maybe it is right to go the extra mile. But then, reading Fernando made me think. Lange have gone the ex...
Thank you for your support...
Really, thank you. This is about as many posts I made ever... clearly bothering me, but it shouldn't be as Horo said. Hard to call this strap "used" as it was on my wrist for about 5 hours then sat on the dresser the next 5 days while I looked at it every...
Event invitations? Dinners? On the flipside...
...you've bought more than a few Langes, what is a $400 strap to you? Now perhaps you see why that line of reasoning is not sound, when used against either the manufacture or the owner. All the best, and hopefully these unpleasant feelings will not impact...
This is a lot of worry about a strap
My opinion is that you need to take responsibility yourself, rather than expecting Lange to take return of a used strap. You say you have a lot of experience with Lange watches, and also had the opportunity to inspect and consider this strap before you bo...
some good memories
Yes, I've posted about my great experiences and some Lange pieces that I really liked. Everyone will say watch collecting is about passion. What I see in the store might not be the same a few days later. I'm not totally unreasonable you know. I'm referrin...
A better approach?
I would agree that a returned watch strap cannot be put back on the shelves as new or offered to another customer. While it would be technically correct therefore for Lange boutique to decline a exchange deal, the better pleasant alternative would be for ...
Well put, my friend
I've regretted a few purchases myself! But at the end of the day, we have to take responsibility for our mistakes, no matter how trivial... Best, Gary G
2 things.
1/ You are a client of the Boutique, where you bought one or several watches from them, then they could / should have done something for you. 2/ You are NOT a client of their Boutique, and I can understand why they don't won't to change your used / worn s...
You will hear a lot of justifications but, they are wrong.
... I think that something is often missing in sales people : Flair! They don't seem to feel a situation. Bottom line, they made you extremely frustrated and angry, for what, for the principle, for some rules? For nothing! Didn't occur to them that having...
Over a strap
you would not buy from Lange, and even sell your watches?? It seems quite easy to forget the quality of these watches, and this company after one changes his mind about a strap. This thread goes to an even higher level of absurdity. Let's see who can top ...
over a strap...
... sounds extreme, but if i was this gentleman, i simply cannot go out from the boutique just like that, as if nothing happened, and swallow my frustration. Now you are right, i might not sell them if i really love them, you need to be in the situation t...
actually you are right... it really depends of situation.
... its not so much the price of the strap, 400$ is not the end of the world. Its just a strap. What would make me climb to the walls, its the insistance and rigid attitude of the sales person. Having a wall telling you about rules and policy and hiding b...
Let us not forget
that no matter how you feel about this particular incident, we can all probably write about an experience of exceptional hospitality from Lange. This is hardly a company where rigid rules are a problem in terms of their customer relations. I can't think o...
deal breaker...
... if you cannot manage to have a steak well done, how are you going to make watches! Anyway, you got a point, maybe same story, in London, Dubai or Paris, the staff would have reacted differently. It might not be about lange, its more about the wrong st...
Like your story
Like your story a lot Fricks. To your other responders. I am not upset about Lange, just disappointed with this incident. Particularly disappointed as this is a flagship boutique, not just some retailer. Many say my sense of entitlement is too high or tha...
you are right...
... about your approach and saying it here. Those that can't handle such incident and only like to hear the sweet stories, well... its their problem. In the other hand, don't take all i said to the word. You don't go on selling a whole collection that you...
I don't recall that anyone in this thread...
...recommended that we simply report "good news" here... Best, Gary G
We never mention that trains are in time, we always complain when they are late.
;) Best, my friend. Oscar Nico.
Exactly :-)
I'm going through a bit of the same thing myself with regard to a purchase made at a branded clothing boutique -- I liked one piece, but they didn't have my size and said that they would have it sent. The box arrived, and I wasn't certain that the piece I...
Not the same situation
With respect to the genuineness of your connection with the salesman, you were wearing a $200,000 watch. The salesman was thinking there's more where that came from and he'd like a chance at that in future. A free strap was an investment in future revenue...
Friendship?
not from the 1st meeting. :) I mean its not love at 1sight we are talking about here. Its just a strap but i was more flattered from the nice gesture, its always nice. But i must admit that i was always treated very well, whenever i had an issue with a wa...
Should not be the case in a Lange Boutique
Maybe I'm not clear about this... this is NOT an AD or some retailer... This is a Lange flagship store... they should NOT have salesmen there... These are all client care specialist who are there to promote the brand. If they are indeed looking to make an...
Your sense of entitlement is a bigger issue
They can't resell a used strap. It's an item worn close to the skin. It absorbs sweat. Sorry, no sympathy.
thanks
So it's all about the bottom line? Make a few bucks? What about passion for watch and service? I had free service before on other brands because I had good conversation with the watch maker. Did you read Fricks post on his Patek experience? Amazing. And I...
how come any negative feedback is considered whining?
What is a client suppose to do? I'm simply getting some opinion. I've posted great experiences and certainly shared my excitement about all my watches. I expect good service. Why do Michelin rate restaurants by service besides food otherwise? I'm sorry so...
Not any negative feedback.
From your posts I take it you've never purchased a watch from the boutique. So you aren't a VIP from their perspective. I would be delighted if they did offer to replace the strap but I wouldn't expect it, just as I wouldn't expect a dentist to accept an ...
I have to buy from a Lange Boutique to be a Lange customer?
Really? Lange is not a brand? Lange stores care who actually walked into which store to buy their brand of watch? You are right, I did not go to this boutique to buy my Langes. I did so in various other Lange ADs around the world. When I walked into this ...
Very interesting post & responses. A few questions....
(1) I'm confused. You said you wanted an "exchange." Are you saying that you wanted a different strap? Or are you saying that you wanted your money refunded? (2) How well did you know any of the people working in that boutique where you bought the strap?
only exchange... they won't do
1) Only wanted an exchange to one that had contrasting stitches 2) I know them ok. I go in from time to time to checkout the new arrivals so they do remember me and my kids Thanks for reading and posting.
buying a Ferrari and asking for a new set of tyres after a week!
Go figure. Your seriously full of yourself to think you can waltz in and ask for another strap even after using it.
I actually know a similar story...
For a person with a highly customized track car... Please understand that I do indeed understand policies. I have many in my line of work. I also make exceptions. In a place like HK, where all manufactures have boutiques and countless other retailers, sim...
My view
Dear fellow collector, To me wearing the watch and appreciating its finishes goes far beyond the boutique sales experience. Whatever happened with you is sad and had lead to such a situation whereby you actually are put off by the brand. Consider the meri...
Interesting thread...
.... negative opinions are welcome, too, as long as it is posted and discussed with respect and courtesy. Each is entitled to express opinion here, of course! No "information control" here :-) So, may I ask one more courtesy from you, please? Will you pos...
Point well taken
Indeed KIH, I will be more careful with my tone. This is a civil forum for many of the most celebrated brands in the world after all... And will certainly let everyone know if this is resolved, however so. Good and bad, equally posted right? Thank you. Hu...
Please don't be discouraged...
.. I believe most of your tone was okay, so please do not be discouraged. I have seen worse, a lot worse... :-) Yes, good or bad, please post and share it with all of us. That's the rasion d'etre of this virtual community. Thank you and I hope for the bes...
I have the most logical explaination on this situation
Hi all, I have the most logical explaination IMHO from this unhappy situation that I hope can satisfy both sides is absolutely right about how an high end watch boutique has to satisfy its VIP customers I am on a service industry such as restaurant, hote...
I agree and thank you.
Thank you for that thoughtful reply. I appreciate the previous poster asking for more respect from me. I see I was a little hasty in my original posting and could have been a little more gentle in my delivery. I still love Lange of course. This will blow ...
There's always good and bad
No single manufacturer will have a 100.0000% percent client satisfaction. And I'm not saying this in disrespect to your situation. You do have a point that the salesperson could have made it a lot easier if he/she just swapped the strap for you. That way,...
Sorry
But I disagree with your post. Sure the strap doesn't cost much to a company like Lange but you used the strap. They can't sell that strap as new so what choice do they have? You made the choice to take the strap so it's on you. I have purchased a strap r...
Perhaps, due to my culture, I do disagree with you Learner......
been an excellent customer is "just" that, an excellent customer. There is no doubt in my mind that L&S could have taken the leather strap off your watch and installed it on another "brand new" watch that they have in their store in order to allow fut...
2 things
I think Amanicos answer was spot on: 1/ You are a client of the Boutique, where you bought one or several watches from them, then they could / should have done something for you. 2/ You are NOT a client of their Boutique, and I can understand why they don...
Fascinating range of responses ...
... and this thread provides an interesting education on expectations of the watch buying public. Some clearly think that exchanging the strap is a matter of customer service. Others think that it is unreasonable to return a used product. Personally I thi...
I side with the boutique.
This is a case of unrealistic expectations. This is also a case of using the internet as a trump card to complain when it would be useless for the boutique to offer a rebuttal. You saw something that wasn't the original strap. You bought it because you li...
I completely agree with you, patrick...
A company must have a set of rules to follow... the bigger the company, the stricter the policies would be, to enforce all the rules are put in order to sustain the company running on it's track... I am writing this not as a fellow of watch geek, but as a...
Hugh, how would you feel about this?...
I've thought a lot about your posts and your situation. My reply is based on my culture (US), and I might respond very differently if I were in HK or elsewhere. I am clueless when it comes to the cultural differences between the two places, which is an im...
Thank you for those thoughts
Thank you for your thoughts CR. Interestingly, I was initially going to contact Lange people directly. Then decided to go with the forum to get some thoughts. I actually expected most of the responses, not really surprising. I think brands should really t...
I would talk to the head of HK, and see what's really going on
Hope you get your case solved! Tschuss Stephen
Your post reminds me that I've a free Lange strap I haven't collected from the retailer
I am not trying to add salt into the wound. I always believe that you have to "give" first before you can "take". To echo what Horogasm said, don't let this trivial incident spoil your hobby. Regards Ling