| Jun 28, 2012, 11:36am | #1 |
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Hi there you lovely lot! Was hoping that the subject of my first thread would be a little more light-hearted, but I really am quite hacked off about something else - so will get it off my chest and fill you in with the details. Any help/advice would be much appreciated!...
To cut a long ( and getting longer!) story short, I took my dear old black darwin Roxy to Shepton in early May to get one of her pocket magnets replaced. She is an aged old girl, and I noticed that it had become very weak. So, took her in on a very busy Bank Hol and left her to get it sorted. All straightforward and staff most helpful and pleasant. Expected it to be a good few weeks before I heard back, so was surprised (and thrilled!) to get a call from Abby (repairs) just under two weeks later, saying that the repair had been successful and would I be collecting in person, or did I want her sent back to me? Being fortunate enough to be a stone's throw from Shepton, I said I would collect. Hubby and I went next morning - nice and quiet - and Sophie attended to us. Very sweet, helpful and polite girl - no probs with her at all. She brought Roxy out and I examined her to make sure all was well. Arrrgh! - unfortunately not. Initially, I thought that NOTHING had been done to sort the problem and it was the same magnet, and to this end I said could it have slipped through the repair net in error or something - but she said she was sure it was definitely a new clasp as it looked shiner than the old one. Hummmn - I wasn't convinced and, on even more detailed inspection, the (supposedly) new replacement magnet was, if anything, WORSE than the original - whereas the original was weak, this was even feebler - and I made Sophie aware of this immediately - she was most apologetic and rather at a loss about the situation, but assured me it would be sent straight back to be sorted (and actually said that a similar prob had occurred recently with another customer - most reassuring!!!). So left her, along with another of my Roxys which needed a Q C query verifying (another story perhaps for another time!) and returned home. Anyway, end of last week and right out of the blue, a rather sheepish (and I have to say, a little embarassed) Abby called to say that, unfortunately they WOULDN'T be able to replace the magnet and there was nothing they could do for Roxy - you can imagine I was rather taken aback, and non-plussed by all this. So I asked for clarification: to which she actually said that she believed that they didn't have ANY such magnets left, and more to the point, wouldn't be able to get any. Period. Now I know they are the old style "drum" as opposed to the newer bevelled magnets (fans of vintage Roxy will know what I mean) - but the drum shape is still widely used on all sorts of bags, vintage and current - so you would have thought that they could have located some more from somewhere - it just seems strange that Mulberry Repairs seem unable to do so!!.... I told her I was unhappy about all this, and she gave me their CS number (Gillian). So I called her forthwith, and initally she seemed a little confused, and said Rebecca would normally be the person to speak to, but nonetheless said she would help me as best she could. So I reiterated all the above, and she said she would "look into it" and get back to me straight after the weekend and wished me a good one! Both Roxy's in question were due to be posted back to me, but she said that she would intercept them and hold onto them while she "sorted" the problem. To add to all this negativity, the Quality Control query I put to them regarding the other bag was also not sorted to my satisfaction - so you can imagine I am more than a little hacked off by all of this!!.... This was, as I said, last week, and I haven't heard a peep since. I shall phone Gillian tomorrow to see if there is any news - but I am not holding out much hope. My problem is not with the attitude of the Mulberry rep's I have dealt with - they have all been consistently attentive, polite and helpful - but I am not impressed with the repairs workshop and I don't really think there is enough liaison between them and the shop floor. Poor Sophie the SA, didn't really know fully what was going on, and Abby (the Repairs rep) also seemed to hum and ha and not give me any definitive answers to all this. Help ladies, what should I do? and do any of you know where I can find a new magnet for Mitchell (yes I name ALL my special bags, and if you are a fan of Eastenders, you will get this - hehe!), and, more importantly someone, somewhere who can fit it!! A presently very annoyed and frustrated Rox!  
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| Jun 28, 2012, 1:21pm | #2 |
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The whole saga sounds very frustrating and not acceptable from a brand like Mulberry. Hope you hear something a bit more positive tomorrow....but maybe best not to get your hopes up too much!
I have no idea how to go about finding a new magnet. Maybe we should all start buying spare bags in order to have extra parts for our much loved bags! Good luck 
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| Jun 28, 2012, 1:39pm | #3 | ||
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 ...but they would really have to be skanky preowned ones that we wouldn't blanch at dissembling!!!!!
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| Jun 28, 2012, 1:50pm | #4 |
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Rox....................chill a bit
 I would be equally frustrated but all is not lost. If they currently still fit the piece that is required on your bag onto new bags surely they will be able to sort it. I personally would go straight to Rebecca to sort this out, she seems to be the lady who gets things sorted. Fab idea from Sugna though, I'd like to try explaining that one to my other half!!  Hope you get it sorted, be positive, negativity does no one any good at all 
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| Jun 28, 2012, 1:51pm | #5 | ||
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| Jun 28, 2012, 2:00pm | #6 | ||
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Yep - reckon you're right - Rebecca may be a better bet - but I shall call Gillian tomorrow and see what she has to say first....and then go from there!!!
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| Jun 28, 2012, 2:11pm | #7 | ||
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| Jun 28, 2012, 2:19pm | #8 | ||
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 - and she can become Reconditioned-Roxy!!!.....
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| Jun 28, 2012, 2:32pm | #9 | ||
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| Jun 28, 2012, 2:34pm | #10 | ||
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| Jun 28, 2012, 3:47pm | #11 | ||
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- anyhow, I will be ringing them tomorrow and hopefully will have a straightforward answer to all this nonsense!!!...will report back in due course....
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| Jun 28, 2012, 4:46pm | #12 |
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| Jun 29, 2012, 4:38am | #13 | ||
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By the way, how did you get on with your search for Oak?...
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| Jun 29, 2012, 8:09am | #14 |
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Latest Update!: Rang HO at Chilcompton to speak to Gillian, but ended up chatting with the delightful Beth as Gillian was away on a course. Half an hour later (!) - we both seem to have a shared passion for detail and were swapping stories about our bags! - I came off the phone a little more reassured.
She said that options could be either to source the right magnet, and, if this didn't prove possible, then to consider replacing ALL the magnets with the new style ones - at least they would match, and I don't think it would necessary compromise her Vintage integrity...so my idea wasn't too far off the mark!.....but I shall reserve my full and final judgement as to the outcome when I speak with Gillian early next week. So finger's x'd!! that there may be a ray of at the end of all of this!....
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| Jun 29, 2012, 8:50am | #15 |
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