TheWindingStem
628
Lange's Excellent Customer Service.
As some of you may already know from my previous post, i had purchased my first Lange form the NYC boutique 10 days ago and unfortunately received a piece that had some problems. Upon informing the boutique, the manager Emong who was beyond helpful during my visit offered a replacement right away without even asking me to bring the watch in for inspection. That alone was enough to satisfy me.
However, since i had flown from Toronto to NYC solely for the purpose of picking up this watch, Emong said she'd talk to the brand president to see what can be done. The very next day i received a call informing me that a new sealed piece is being shipped to Richemont Canada where someone from the company would contact me and exchange the watch. One thing to take note of here is that Lange in the US is not related to any of Lange operations in Canada- different accounts and allotments and both receive their watches straight from Germany. So, what basically happened is the brand president in the US, Silvia Juarez, managed to get Germany and the logistic teams in both countries involved to perform the replacement.
All this for a first time Lange customer who bought their "cheapest" model. I'm mind-blown.
The level of professionalism, respect and commitment i have experienced from Emong is top notch. Its nothing like I've ever experienced from any other brand- certainly not Patek. On top of that, the fact that the brand president for the US personally got involved to have the replacement delivered to me is not a cherry on top of the cake but a whole new cake. All this was done in a week.
I am a Lange loyalist for life.
Needless to say, the new piece is perfect! here are some pics:
P.S.: i've also received a new strap in honey brown and one of those gorgeous wooden, hand carved, Lange loupes the day i visited the boutique.
Lange's Excellent Customer Service.
As some of you may already know from my previous post, i had purchased my first Lange form the NYC boutique 10 days ago and unfortunately received a piece that had some problems. Upon informing the boutique, the manager Emong who was beyond helpful during...
I can only....
speak highly of my encounters with the Lange boutique where I live. They are exceptional as well and your story does not surprise me...Lange knows what is expected and lives up to its standard (my personal experience).
Congratulations- what a lucky guy
You are - and kudos to the Lange folks for making that happen quickly. Cazalea
Very glad to read a great service story.
Good for you. I have had mixed experiences, but that was sown to the boutique, not the brand itself. As we comment on bad experiences, we also have to give praise where it is due. So kudos to ALS for handling this properly, and I thinks special props shou...
This is why I love boutiques....the level of customer service and experience is unbeatable...
Silvia is a very nice lady, met her once last year. Glad to hear your positive story and congrats on the issue resolved. Rgds Raymond
Lange has figured it out...
Customer service for products at that price level that are completely discretionary is key. I hear more complaints than compliments from PP owners, while I can't say I've ever heard of a serious complaint against Lange for customer service. Couple that wi...
Great story.
And great service form this brand-though I would expect nothing less based on my encounters with it. I actually toured the manufactory with Silvia back in March, 2016. It was her second or third day in her new position with Lange, U.S. Very nice lady-you ...
The level of professionalism is nothing short of incredible.
Really glad the situation ended on such a positive note. This is how a brand builds loyalty!
Very classy...
...the way all businesses should be run, but sadly, few are..congratulations.
But I can complain...
Have ordered three extracts from archives almost one year ago... And I'm still waiting for But generally it is perfect. Only best comments about ALS boutique team in Moscow WBR Serge
