Luxury Brands Such As LV, Gucci And Dior Are Accused Of Lacking "After-Sales" In China

　　 luxury goods The so-called luxury is not only because of its high price and exquisite workmanship, but also because it has the supreme noble service. Then, once the golden card of distinguished service is lost, people can't help asking "How many years can these arrogant luxury magnates still stay in China?"

"After sales service" can't keep up with the high price of 17000

Miss Xu, a Shanghai resident, said that at the end of May this year, she spent 17000 yuan to buy a bag of Celine at Jiuguang Department Store. The buttons on the left and right sides of the bag broke after using it for a month. On July 8, Miss Xu went to the Jiuguang Department Store counter to ask for a return, but the other party refused, saying that they could only repair for free, but the "repair method" given by the other party almost made people vomit blood.

In addition, what made Miss Xu even more depressed was that the relevant staff of Jiuguang Department Store said that the bags should be sent to the headquarters in Italy for repair, and if they were not sent individually, they had to gather a batch. It will take at least two months to assemble a batch.

The reporter learned that in addition to Miss Xu, there are many citizens who are dissatisfied with the after-sales service of many big brands in China, including Louis Vuitton (lv) and Celine (CELIINE).

A netizen asked: "Since luxury goods have been sold in China and made enough profits, why there is no maintenance station in China? If we can't assemble a batch, will it never be possible to repair them? It will take two months to repair two buttons, and it will take two or three times a year, but they will not be used again?" It's really hard to hurt the "weakness" of the 17000 yuan bag quality and the "virtue" of after-sales service!

Why do luxury goods only "sell" in China without "post"?

According to a consumption report from the World Luxury Association, by the end of December 2011, the total annual consumption of China's luxury market had reached 12.6 billion US dollars, accounting for 28% of the global share. In Shanghai, foreign luxury brands have not only settled down, but also sold well. However, in sharp contrast to the popularity of the market, the after-sales service of most brands is not ideal.

China has become the largest consumer of luxury goods in the world. It is no longer the high-end "niche" consumption in previous years. Moreover, complaints and negative reports about the poor service of luxury brands are common in recent years.

Mr. Xie, a citizen, told the reporter that at the beginning of the year, he bought a Chanel (expanded location information) (Chanel) handbag worth 37000 yuan in Hang Lung Plaza. After using it for a period of time, the metal chain of the handle was broken and the suture was disconnected. The quality defects are so obvious that when Mr. Xie asked for warranty at the counter, the other party said that "it is impossible to determine whether it is artificially damaged, and it needs to be sent to France for testing, which takes 9 months". After repeated negotiations, Chanel only shortened the 9 month time limit for testing to 4 months.

However, for the inspection or maintenance needs of consumers, the response given by luxury goods that always pay attention to service in the past years is always "need to be sent abroad for solution." The time limit is often several months or even half a year, which makes people feel more like a "pretext" to perfunctory consumers. If consumers are dissatisfied and want to complain, check 114 and search the Internet, and they will find that these foreign luxury brands have no service hotline.

How can we call it "luxury" without after-sales service?

Shanghai Consumer Protection Commission has been keenly aware of this phenomenon.

It is reported that many foreign luxury brands have branches in China, but in addition to sales channels, there is no after-sales organization, no communication channel with consumers, no maintenance center, and no connection with domestic after-sales commitments such as "San Bao". Moreover, the "no reason return and exchange service" that these brands insist on in Europe and the United States cannot be implemented in China. There is neither after-sales organization nor after-sales policy, so the so-called "global joint insurance" of these foreign luxury brands becomes empty talk, and after-sales service becomes a "luxury" that consumers can hardly enjoy.

Since the middle of July, Shanghai Consumer Protection Commission has begun to focus on interviewing foreign luxury brands. However, there is no open after-sales channel, and the Consumer Protection Committee can only find the branches of these brands in Shanghai by finding counters and companies in shopping malls. The appointment call is often "pushed" back by the excuse of "the boss going abroad", "the colleague in charge leaving", etc. Louis Vuitton (LV), Gucci and Dior, the three luxury brands interviewed in the first batch, received only the response from Louis Vuitton (LV). The interview was so difficult, you can imagine how difficult it would be for consumers to defend their rights by themselves.

In fact, these brands have perfect after-sales services in Europe and the United States. Why do they change when they come to China? In addition to objective reasons such as business model, indifference to the rights and interests of Chinese consumers and differentiated services are also important factors. Since it is sold in China, it is the responsibility and obligation of manufacturers to establish a complete after-sales link and protect the rights and interests of consumers.

With regard to complaints, Shanghai Consumer Protection Commission also said that it would carry out "interviews" to the end, with a view to promoting the rectification of these foreign luxury brands.