Consumers Reflect: Luxury Goods After-Sales Service &Nbsp; "Common Disease" Really Many.

LV for two or three days.

Maintenance and appraisal is cumbersome and time-consuming.

In September 28th, Mr. Chen spent 6200 yuan on a pair of shoes at the Louis Weedon store of Wenzhou overseas Chinese hotel international famous Plaza. After wearing it for two or three days, he wiped the mud sticking to the tip of his shoe with a wet towel. Unexpectedly, there was a fading phenomenon on his toe, and the color became more and more serious after that.

In October 7th, he asked businessmen to replace the shoes.

Businesses believe that fading may be caused by a variety of factors, and companies need to analyze them before deciding.

In October 18th, merchants agreed to repair shoes.

Mr. Chen disagreed and complained to 12315.

Do you have such an unpleasant shopping experience? Do you know what after-sale services they offer when purchasing luxury brands?

Recently, the reporter visited Wenzhou fortune shopping center to understand the regulations of after-sale service of luxury brands.

BURBERRY, PRADA, BOTTEGA VENETA, GUCCI and other stores staff said that as long as this brand of goods, whether in the local or in other countries and regions, you can enjoy after-sale services in Wenzhou stores, but consumers are required to provide relevant bills, otherwise they will not be accepted.

For the three package requirements, the salesmen said they would strictly enforce the plan, but how to implement it specifically, they said they needed to reply to consumers after the company was identified and could not explain it in advance.

For which parts can be guaranteed and which can not be guaranteed, the clerk said that the company had complicated regulations that were difficult to explain at a time.

LV staff of China customer service line 4006588555 said that LV's luggage products do not have the so-called warranty service, different parts and regulations are different, some fees are free, depending on the specific circumstances.

Too long maintenance time also seems to be a common problem of luxury brand after-sales service, first because of luxury.

In addition, most luxury brands receive after-sale service points, and the official website and telephone customer service are lagging behind.

Yesterday, the reporter visited some official website of the brand, found that HERMES, CHANEL, FERRAGAMO and many other brands have not yet set up a unified customer service phone in the country. After that, they tried to dial the service hotline of LV, BURBERRY and PRADA, and only LV had customer service to answer.

Ms. Li, who is shopping at fortune shopping center, said she had multiple bags of LV and GUCCI, but the problem of cleaning was very annoying, hoping that these big brands could set up cleaning service points in stores.

Some shoppers hope that the store can provide real and fake identification services, shorten the maintenance time, and make the after-sales service more convenient and thoughtful.

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Difficulties in mediation of consumer disputes

12315 the hotline also received complaints from consumers about the authenticity of luxury goods.

The staff said that if merchants could provide relevant import certificates, they could prove that they were genuine products. If they could not provide them, consumers would not be able to get fake evidence. The difficulty of mediation would be very large. They would need to be appraise by Brand Company or accreditation bodies, but they would be time-consuming, laborious and costly. Many consumers would have to choose to withdraw.

In addition, disputes involving the responsible parties are also very difficult.

The relevant staff members of the municipal consumer protection committee said that when there are disputes over goods such as watches and mobile phones, consumers often say that they are product quality problems. Businessmen say it is caused by improper use of consumers. Responsibility is hard to identify. It is suggested that consumers choose the third party authoritative appraisal institutions to identify the quality of commercial products before applying for mediation.

At the same time, buyers and sellers have a far cry from the expectation of conciliation. Consumers always want to return the goods and businesses want to repair them. Therefore, there is a big dispute over the amount of compensation.

The relevant person in charge of the Consumer Protection Bureau of the Municipal Bureau of industry and Commerce reminds consumers that they must choose regular shops when shopping. At the same time, in order to facilitate the after-sale rights protection, consumers must exercise their right to know when shopping. It is better to ask for written vouchers such as leaflets, written promises, etc. after completing the purchase, ask for relevant certificates and invoices and keep them properly.