About Luxury Brand After-Sales Service

Chinese people

Nowadays, the bigger and bigger luxury goods are.

"The magnifying glass in the Rolex table is skewed", "the Gucci bag is like the stalls", "the LV suit shoulder is not uniform".

I do not know when, when we find that such complaints do not know when they are getting up, we can not help asking: is it true that people are foolish or quick? Or are the strong feelings of hot soil spoiling them?

Maybe one day, it's not only a high price but not luxury, so we can calmly understand the connotation and quality of it.

"Returnees" luxury goods, repair also have to "return home".

Product: rivet trim Wallet

Price: 3200 yuan.

Place of purchase: Hongkong

Unfortunate experience

Less than half a year, the surface rivet is off.

Shopping in Hongkong and Europe, especially in cleaning up luxury goods, has become a regular festival for Chinese people to celebrate holidays.

"The price of goods abroad is relatively cheap, the choice of style and size is large, and it can also satisfy some people's psychology that" the quality of offshore is better than domestic ".

A fashion magazine editor explains why.

According to the data released by China UnionPay, during the Spring Festival of 2011 (six in the first thirty months of the new year), the amount of overseas pactions of UnionPay cards increased by 44% over the same period last year.

"Since June 2010, 65% of the total consumption of luxury goods in Europe is Chinese."

Ouyang Kun, the chief representative of the World Luxury Association's China Representative Office, predicted that China's luxury consumption will exceed Japan in the next few years and become the world's largest consumer of luxury goods.

However, because these luxury goods are all imported with "overseas ID", the mainland's immature luxury quality and after-sale problems are more frequent.

In September last year, Miss Cao saw a black short Prada wallet in Hongkong for 3200 yuan.

But the black rivet decoration on her wallet made her worry about it. "The surface of the wallet is rivets and made a flower pattern," the clerk said. "This is a limited amount. I can hardly control myself when I hear the limit."

And usually Prada's wallet can't be bought with 3200 pieces of leather.

But considering that the rivet is easy to fall off, she still tangled up. "I asked the shop assistant, they said that if they fall off, they can be repaired and sent to Hang Lung store in Shanghai at any time."

Miss Cao was relieved. He immediately paid for the bill and paid the money in advance. He comforted himself in advance. "In fact, there is nothing wrong with a one or two drop. Even if it is completely lost, it will not be very ugly. At least there is a LOGO in it."

Of course, we must enjoy the new products.

Less than half a year, rivet does not fall off, and is the largest in the middle.

So Miss Cao took the purse and repaired it to the Hang Lung store.

Merchant response

Good attitude

Solution

There is no formal repair point in Shanghai. It needs to be sent to Hongkong for repair.

The clerk saw that Miss Cao's wallet needed repair, and the service was still very attentive.

"All genuine goods are equipped with an identity card, which stores information such as number and place of purchase. After confirmation is genuine, it can provide corresponding after-sales service."

A shop assistant told reporters that many customers sent to the cleaning and repair of goods are holding "overseas ID".

After checking the identity of the certified product, Miss Cao waited for a mixed response: it could be repaired, but there was no formal maintenance business in Shanghai, so it was estimated that it would take about two weeks to send it to Hongkong.

"Because I haven't used it for a long time, I usually have a baby, and I haven't tried to repair it, so I agreed."

Miss Cao said that the service attitude of the shop assistant was good. She speculated that it might be a positive price product purchased during the special price period, so the after-sale service seems to have done well.

Two weeks later, the Hang Lung store called to fix it.

Miss Cao got her purse, and the rivet was nailed to the original place. It looked very firm and did not have to pay any cost.

"I didn't hear about the warranty period. Anyway, I don't want to pay for repairs. I also confiscated the express fee for Hongkong."

She was satisfied with the result, and pleased to plug all kinds of bank cards and banknotes into it.

But recently this month, small rivets on the surface of the wallet began to fall off.

She felt that there was no way to stop them from resisting gravity, and it was too troublesome to repair them, so they did not send them to repair.

"If one of them is repaired, it is estimated that their shop assistants will be crazy."

Now 30% of the rivets have already fallen off, as she said, fortunately, the rivet and surface are black, and it is not too horrible to see.

In short, she will never buy such fancy products again.

"What is sparking and drilled is not a material benefit. It is better to buy a real leather than to have money."

Of course, Prada will still be chosen.

The consumer fashion Research Institute (CFRI), a boutique media group, has conducted a survey on luxury aftermarket maintenance with Sina. Over 45% of respondents believe that the best shopping point is not Hongkong but at home.

The reason for this is that after-sales service is the most convenient and efficient way to bear the brunt.

"For off-site purchases of luxury goods, how to do after-sales service is difficult, if handled properly, brand loyalty is bound to be greatly improved."

While evaluating the importance of after-sale services, Miss Cao also did not forget to congratulate himself on his foresight: "before it was clear, Shanghai could repair it, otherwise it would not buy it."

If I buy it in France, I will send it back to France to repair it. I don't know how much it will cost.

So when we are cleaning up overseas, we should remember to consider the after sale problem.

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"Luxury goods can't have quality problems".

Products: corduroy trousers

Price: 9000 yuan.

Place of purchase: brand flagship store

Unfortunate experience

Just two times, the crotch burst and a 10 cm 10 cm right angle crack appeared.

Often see stars because of the quality problems of clothing gossip, in fashion magazines work Eric how can not expect this kind of dilemma will happen to yourself.

At the end of January, the Dunhill flagship store in Shanghai offered a discount for the season. A long blue corduroy trousers that Eric had long looked down from 15000 yuan to 9000 yuan. So he hurried to make it. It was really good to wear it. "It fits well and there is no tension."

The first time he went to work in his new trousers was a tragedy when he was ready to take a taxi.

"When I lifted my foot, the man did not step into the car and suddenly heard a loud noise. At that time, I was worried about whether the trousers had burst."

Looking back, he found a 10 cm 10 cm right angle crack on the left hip. "There is no place to hook up to the trousers. My body is not fat. There is no reason for it to be broken or broken. It is estimated that the cloth is of poor quality."

He went home awkwardly, changed his trousers, and sent the damaged trousers to the store, hoping to get a reasonable explanation.

Merchant response

Unwilling to admit quality problems

Solution

Express return, asking buyers to send third party quality inspection at their own expense.

When the trousers were delivered to the store, Eric called to ask how to deal with it, but he heard all sorts of buck passing remarks.

"They denied the quality of the trousers first, insisting that the breach was caused by some sharp instrument.

Later, I suspected that I was a big man. I stretched my pants too tight when I lifted my legs, causing them to crack.

In a word, I put the problem on my head.

Faced with all kinds of dissatisfaction with Eric, the salesmen did not provide a solution to the problem, and there was no apology for it.

Without reasonable explanation, Eric put a sentence "I want to complain!" and hung up angrily.

Under the deadlock between the two sides, the damaged trousers were returned to Eric's home. "I didn't notify me before returning it."

If he could not get the argument, he was unwilling to rush to the store directly with his pants.

After finding Miss shopkeeper Luo, she explained that she had been sent to the higher authorities but returned on the grounds of "non quality problems".

Because Eric said that he wanted to complain to the authorities concerned, he would return the trousers first so as not to delay.

As for the crack, the shopkeeper also said his own view: "if the trousers have only one vertical crack, considering the material properties of corduroy, it is possible that the quality of the fabric is caused."

But now there are two cracks on the fabric, so it is said that they are cracked by sharp instruments.

Since the public says that the public is reasonable and the woman is reasonable, she will have to check the third party organization.

"But there is no reason for me to pay for the inspection fee."

Eric is obviously not satisfied with the result of such treatment.

Unexpectedly, things didn't end. After that, Dunhill found the boss of Eric through all kinds of relationships. "It's me who made trouble, and this is something I didn't think of."

When fighting against an international brand, the power of the individual seemed so powerless. Finally, Eric had to admit his bad luck.

"Ten thousand steps, even if it is my problem, luxury goods should also have a solution to luxury goods, after all, it is different from the general merchandise.

Of course, the mentality of consumers is better. It is impossible to buy a thousand pieces of clothes for ten years.

The use of luxury goods is actually the same as that of general merchandise.

The 9000 block may be small for a brand, but it is still a large number for a consumer.

They give me the impression that they do not attach importance to their products and do not attach importance to their customers.

Make a deal and calculate a deal. "

Although the recent job hopping to other companies, the impact of the matter slowly dissipated, but in Eric's mind, an international brand has become worse than a fruit stand.

Buy expensive, send to repair expensive.

Product: necklace mobile phone

Price: around 10000 yuan.

Place of purchase: Shanghai store

Unfortunate experience

Whether or not the warranty period is maintained, the maintenance cost will come out of the consumer.

Recently, Mr. Gu was very depressed. The Burberry Necklace he bought for his wife two months ago was broken.

"At that time, it took more than 7000 yuan to buy, the warranty period is 50 days, but on the fifty-second day, when the necklace behind the necklace was broken, I could only ask if I could repair it if I had a try."

According to the clerk's explanation, the maintenance cost during the warranty period can be borne by the merchants, but the maintenance cost exceeds the warranty period, and all the maintenance fees must be paid by the consumers themselves.

Mr. Gu went to the regular repair shop to inquire about the price and fix a hasp. The total cost would be 2800 yuan.

"It's so expensive. I might as well buy one more."

Mr. Gu can only make this necklace expensive in his embarrassment.

Like Mr. Gu, Miss Chen, who has just spent 40000 yuan to buy a high priced mobile phone, suffered the same embarrassment.

Originally thought that this fame and function can be called the world's top mobile phone is definitely a luxury, the quality can not be too bad, but just spent a month, all kinds of problems came.

"The first thing is the small sensitivity of keyboard sensitivity, and then it comes to a direct crash."

She said, the quality of the 40000 pieces is not as good as the 400 yuan cottage machine.

Merchant response

"Either to send money to Hongkong or to pay 6851 yuan for maintenance."

Solution

Do it yourself, not too complicated.

Miss Chen first sent her mobile phone to the repair point of the counter. "The clerk said the cell phone is a high-tech product, and the parts are all made by hand, so if you want to dismantle it, you must use one hundred professional tools."

She was first blinded by a series of terminology. Then the clerk said that he needed to spend money to send his cell phone to Hongkong, so that it could be repaired after the test was completed. The whole process took 2 months.

Before she could decide whether to take the test or not, the professionals continued to focus on her.

"According to my preliminary estimate, the cause of the breakdown is damage to the liquid, so that the main board, key components and labor costs must be replaced. The total cost of maintenance is about 6851 yuan."

Seeing that the clerk cracked the computer, she completely broke the idea of maintenance, and went home with her high-tech bricks.

When she got home, the more she wanted to get chest tightness.

At last, he bit his teeth and broke the pot, and decided to roll his sleeves up to himself. "At any rate, I graduated from the computer department."

She downloaded a set of mobile phone maintenance tutorials from the Internet, bought a set of 30 pieces of tools at the hardware store, started her own "Redemption", first started with the button part, removed the keyboard, cleaned it with banana water, dried it with a blower, and used the eyelash clip and embroidery needle to pick out the dust and rubbish inside, and pressed all the components tightly, embedded tightly, and finally assembled them all.

After 10 hours of massive engineering, she saw that the brick started to boot in its own hands and restored the key function. Miss Chen cheered excitedly.

"But so.

An amateur can also get a handset that only overseas professionals can repair.

But there are five kinds of things in mind. "The quality of the mobile phone that is called high-tech is not very good, and if it was decided to send it to Hongkong for repair, was the 6800 piece not white flower?"

"International luxury brands are bloomed everywhere in the mainland, but professional maintenance centers are not in the mainland.

And it costs a lot. "

A senior staff member of a luxury industry told reporters that this is the common drawback of almost all top brands.

Moreover, most of the luxury brands are in the 6 months to 1 years. The long maintenance time is hard for many consumers to bear. "So many people give up the factory maintenance."

These two points are the main reasons why consumers frequently encounter difficulties in maintenance.

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Married, life is the last time.

Products: high-end wedding

Price: around 30000 yuan.

Place of purchase: Sanskrit wedding

Unfortunate experience

The delay of the wedding car, the loss of the memorial souvenir...

According to the statistics of the previous two years, the average marriage cost per couple is between 200 thousand yuan and 220 thousand yuan, including wedding banquet, wedding photography, decoration, tourism, furniture and so on, excluding houses, cars and so on.

This year, according to the Shanghai Wedding Association, with the rising prices, the average cost of a single marriage is between 230 thousand yuan and 240 thousand yuan.

The wedding budget of Steven is exactly 220 thousand. Besides the cost of wedding banquet, wedding photo and honeymoon, there are 30 thousand pieces for wedding. So it is quite loose at hand. He wants to have a wedding that the bride will never forget.

He did not let the bride get involved in any preliminary work, because he had prepared many mysterious links and wanted to give her many surprises.

But what he did not expect was that from the moment the morning arrived at the wedding car, the situation was not yet smooth.

"Originally planned to go to the Church of Xujiahui by 9:30 in the morning to get married cars, and 10 o'clock to start from Xujiahui road.

9, the main wedding car arrived at the church. I went to see the best man and found that the wedding car was not professional, but there was only one wedding assistant.

Obviously no experience, want to use double-sided tape to fix flowers in the car, the driver jumped up, said that this will drop paint.

Steven can't attend to so many, go home and prepare other wedding cars first.

Until 10:30, the main wedding car slowly arrived at the door. "After that, all the trips were delayed."

The wedding car was half an hour late, but the camera arrived at 9 punctually, and the money started at 9.

"The camera is too early to arrive at anything else. It has been foolish to stand waiting for the main wedding car."

Steven group of 16 Peugeot with a car group photo has not been photographed, before the waste.

At the wedding site in the eastern suburb park, photography continued to swim. "Such a beautiful hall, only one panoramic picture, or no man's table photos."

Finally, when watching the sample, the teacher who called the photo teacher took out 250 of the fine photos that were stipulated in the contract. There was not much more than one, but the picture made Steven almost bleed. "Only 2 of the best man's bridesmaids took photos, but 2 people closed their eyes."

More than that, after the wedding ceremony officially started, he originally made a 80 cm 60 cm "LED to marry me", which helped him to successfully marry him.

"But then a big brand was gone."

The wedding company explained that it was "gold medal supervisor" and was taken away by others.

This Oolong made him hit: "my wife cried for one night for this reason, because I kept a good confidentiality on the day of proposing, and I didn't even get a few pictures. This is the only souvenir."

A carefully planned wedding ceremony ended in chaos.

Merchant response

Take photos of the hotel, free to send wedding video.

Solution

Exemption from compensation for loss

Steven is not going to pay the 3000 part of the wedding company.

At this time, it was the turn of the wedding director Cindy to pose a high profile: "as a company, I didn't feel that there was anything wrong with it. There were several pictures.

But as a link between the company and the new people, I hope I can handle this matter well, so I'll talk to the company about it.

In addition, the Hotel photo and wedding video were sent to Steven as compensation.

It was completely irritated that Steven, who had been able to make up for any compensation, could not afford to return.

"Those 3000 pieces were not intended to be paid.

Now that you are going to put it on the table, I will talk about it clearly. "

The car was late for compensation 2000; photography was not satisfied, all refund; lost LED board full reparations.

Steven has opened up his compensation terms, but the wedding company has no further reply.

Now he has reflected to the consumer complaints agency, waiting for the investigation coordination of the third party organizations.

LINKS links

Rights protection channel

National consumer complaints hotline: 12315

National consumer complaints website: www.12315.com

Consumer complaint prescription

The effective time of complaint or complaint to the consumer association or the administrative organ has been specified in the law and regulations, that is, within 2 years after the dispute.

In particular, the implementation of the "three packages" of goods, once the "three packages" period will increase the difficulty of solving the dispute.

Therefore, once consumer disputes arise, consumers should promptly complain to the consumers' Association.

Complaint settlement process

Negotiate with the business operator to settle the dispute - request the consumer association to mediate - appeal to the relevant administrative departments -- submit an arbitration agreement to the arbitration agency for arbitration according to the arbitration agreement reached with the operator - bring a lawsuit to the people's court.

Two reasons for the difficulty of consumer rights protection

According to the survey results, 68% of respondents believe that the rights protection channel is "not very smooth, and it takes a long time to spend too much energy".

In terms of safeguarding rights costs, 53% of consumers believe that the cost is "very high and costs a lot of time and energy".