Gucci Maintenance Service Double Standard Was Questioned &Nbsp; Suspected Fraud

A few days ago, media reports reported that the famous luxury brand Gucci's bag products were repaired at the street store, and there were two sales of products.

However, the vast number of consumers were told that the products needed to be repaired should be sent back to the maintenance center in Shanghai or in Italy.

Therefore, the bags that can be repaired in a few days in ordinary shops can only be returned after a few months.

In response, Huang Jianxiong, director of Gucci's China Communications Department, responded to the interview with a new financial reporter. "We have noticed that

At the same time, Huang Jianxiong admitted that some of the products of Gucci had not been repaired in Shanghai. "But we will send every picture of the defective products to the Shanghai maintenance center, and then the staff of the maintenance center will decide whether to repair it in Shanghai or to repair it locally."

However, in the reporter's investigation, it was found that some of the staff of Gucci's stores had directly consulted reporters to local maintenance sites after consulting with reporters, and there were still differences in costs between Gucci's official channels and consumers' self repairs.

Outsourcing facts

According to Huang Jianxiong's explanation, Gucci China has formed a very perfect after-sale maintenance system. The manufacturer of product maintenance outsourcing is also confirmed and agreed by the Italy head office. However, it indicates that the relevant certification instructions can not be displayed to reporters.

However, a person familiar with Gucci said in an interview with the new financial reporter that the perfect maintenance system in Gucci China may be in line with the rules of the Italy general company, but consumers have not enjoyed any benefit from it.

Gucci's product maintenance time is too long.

"Even if it is urgent to repair, it will take 2 weeks at least."

The person familiar with the matter pointed out that sometimes it even takes 5-9 months.

Reporters also confirmed the fact from the service staff of Gucci stores. "It takes about 2 months to repair the Shanghai center, and it may take 3-5 months to go to Italy to maintain it," he said.

This is not acceptable to all consumers. A consumer who has sent the bag to Gucci for repairs has told the new financial reporter, "I have not been able to use this bag for 2 months, which makes me feel very inconvenient."

According to its disclosure, there are several business meetings that need to be discussed during the period, and this package is originally designed to meet this conference occasion.

"The salesperson will first tell the customer a general maintenance time, and when the supervisor is responsible for seeing the products that need to be repaired, then the specific time will be set. Gucci will strive to shorten the repair time as much as possible."

Huang Jianxiong said.

"The after-sale maintenance process is complicated in these luxury brands," CEO Ouyang Kun, China's World Luxury Association, pointed out that the long time and complicated process made consumers in a dilemma.

In addition, in a press survey, Gucci has indeed outsourced watch maintenance services, and there are differences in maintenance prices.

On Wangfujing street in Beijing, Gucci Lotte Yintai shop and the old watch shop Hendry are only several hundred meters apart, and Gucci and Hendry are closely linked in this short span of hundreds of meters.

The reporter took a Gucci I- Gucci series watch to Gucci Lotte Yintai store. This watch is made of black rubber material, and the watch with green, red and green logo and brand LOGO sells for about 10 thousand yuan in China.

"If the watch strap is broken, how much does it cost to replace the new watchband?" asked the new financial reporter.

"The price of this watch band is 1800 yuan," a salesperson told reporters after consulting the relevant price list.

Later, the reporter came to the floor of the "Hendry service center, Beijing," which is only a few hundred meters away from the top floor of the building. It was confirmed by a staff member that "Gucci's watch is being repaired at our place.

However, the staff saw the new financial reporter after the watch asked by Gucci Lotte Yintai store, the maintenance price was about 1450 yuan.

"If there are ready-made accessories, it is acceptable; if not, we also need to go abroad to make special orders. This time is not clear."

The staff told the new financial reporter.

At the same place of repair, why should there be a price difference for the products that need to be maintained?

"The price of after-sale maintenance of Gucci is uniform in all parts of the country, but the specific price depends on the degree of maintenance of the product."

Huang Jianxiong explained to the new financial reporter.

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Or involving fraud

Although neither the Gucci official customer service nor the director of the communications department has said that all products returned will not return to the market again, but a statement on the Gucci official website still makes people feel puzzled.

Huang Jianxiong told the new financial reporter that if goods are defective, they will be returned. "We will destroy them directly according to the extent of damage, or give employees and their families in the form of welfare."

However, on the official website of Gucci, "customer service" has such a note: "all goods on sale and jewelry, watches, sunglasses, swimsuits and writing tools and other goods, for personal hygiene reasons, no quality problem is sold, Gucci company will not accept the replacement of goods.

In addition to the above goods, other goods that are unused and will not affect the second sale must be processed within ten days with invoices and small ticket receipts. All goods sold are allowed to be exchanged only for goods of the same or higher value. "

However, Gucci did not explain this explanation.

At the same time, Gucci also seriously lacks "communication with consumers" in detail.

After investigating nearly 10 stores, reporters found that the salesmen of Gucci store told reporters that they would send the products that need to be repaired to the Shanghai maintenance center or Italy for repair.

The Shanghai maintenance center is currently the maintenance center of Gucci mainland China.

Moreover, the head of Gucci China's maintenance department also told the new financial reporter that he would send the products back to Shanghai's maintenance center or Italy according to the product's condition.

For the above situation, Huang Jianxiong explained that the product will be told after the completion of the repair, the new financial reporter is in the local maintenance or overseas maintenance, "before maintenance, there is no way to determine the maintenance site."

At the same time, Huang also said that after the product was sent back to the customer, the customer would inform the customer if he specifically requested to know the location of the product, but in general, the customer would not ask.

Huang also stressed that Gucci will ask store assistants to increase communication with customers later.

But a salesperson in the Gucci Lotte Yintai store told the new financial reporter privately. "We recommend that you go to the Hendry watch shop not far away for repairs. We will also deliver it after receiving the watch that needs to be repaired."

"As long as Hendry has relevant parts, it will be quicker to repair them than to get them in our shop. We need to go through some processes and take some time. If there are no relevant accessories in the country, we will have to order abroad, and the time will take longer."

And the new financial reporter found on Hendry's lamp box that many famous brands in the world are doing repairs here.

An unnamed lawyer pointed out to the new financial reporter, "if a businessman explicitly promises or has made an appointment with the consumer before providing after-sales maintenance service for the consumer, he will make an appointment with the consumer for the product to return to the original factory (Italy manufacturer) or to maintain a specific maintenance unit in China, but the merchant is looking for a repair unit to repair it. The merchant is a true case of concealing the service provided to the consumer and constitutes a fraud against consumers."