A. Lange & Söhne Customer Service Excellence

TheWindingStem · 2018-01-03T08:32:29Z

Explore A. Lange & Söhne's exceptional customer service, including watch exchanges and free repairs, building strong collector loyalty.

TheWindingStem

WPS member · A. Lange & Söhne forum

49 replies18398 views1 photos

TheWindingStem shares a compelling account of A. Lange & Söhne's exceptional customer service, detailing two instances where the brand went above and beyond to resolve issues with newly purchased timepieces. This post highlights Lange's commitment to client satisfaction, even when problems originate outside their direct control.

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!

Key Points from the Discussion

Another collector shares a similar negative experience with a specific Toronto AD regarding a defective Rolex and poor bracelet sizing, contrasting it with positive experiences at other retailers.
Lange USA is recognized for its exemplary customer service, with one collector recounting a free repair of a non-warranty 1815 Moonphase Honey Gold with broken lugs, a gesture that built significant brand loyalty.
Lange's top management is noted for directly engaging with customers and replacing watches with manufacturing flaws, even when repairs are not feasible, reinforcing customer loyalty.
Lange movements are uniquely complex, requiring specialized servicing exclusively by Lange-trained watchmakers, such as Ville at the NYC boutique, unlike other Richemont brands that use central service centers.
The brand's approach to post-purchase service is a key differentiator, fostering a relationship with clients that begins at the point of sale and extends throughout ownership.
Another collector confirms excellent service from Lange US in resolving date function issues on a new Lange 1, reinforcing the brand's reputation for diligence.

The Discussion

patrick_y

Jan 3, 2018

Thanks for sharing your experience!

TheMadDruid

Jan 3, 2018

Could you please PM me the name of the dealer? Thanks.

sham1

Jan 3, 2018

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 honey gold (yep, that one!) and decided to sell it to a reputable dealer in Boston. The watch was properly packed and shipped from the UK but on arrival at the dealer, the lugs were broken. Imagine my dismay, broken honey gold lugs!!! I began tryi

Karlisnet

Jan 3, 2018

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 have? Thanks for sharing

Brandon Skinner

Jan 3, 2018

when it relates to service it's usually only when things go wrong. Beautiful piece BTW.

sham1

Jan 3, 2018

but thank god the end result was good.

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