I took my two Le Pliage bags to the Sydney boutique and was told that they do not repair frayed corners for free as it is wear and tear and their warranty only covers manufacturing defects. They told me this even though I had a printed email from Longchamp Customer Service from their official website saying that repairs for frayed corners will be done without charge.
I am very disappointed that Sydney Longchamp boutique are not willing to repair it for free when other boutiques do this for their customers. Shouldn't all the Longchamp boutiques have the same policy? I love Le Pliage bags for their convenience but if they will get holes in them eventually and you will have to pay to get it fixed, then they're not worth the cost!
This is what was emailed to me by LC customer service.
[FONT="]Dear Mrs. XXXXX, Thank you for your message and your interest in Longchamp. I am sorry to learn that you have been disappointed by one of our Le Pliage® bags. The bag "Le Pliage ®", as it was designed 10 years ago now, is a compromise between different requirements: aesthetics, cost, lightness, "pliability", etc... We have found that the corners sometimes wore faster than the rest of the bag but we have not yet found a solution that would prevent this early wear while satisfying our other requisites. In order to benefit from our repair service please contact any Longchamp boutique or authorized retailer near you. Alternatively, we advise you to contact: LONGCHAMP QVB, SHOP 16, 455 GEORGE STREET 2000 SYDNEY Tel : 92 610 173 Your bag will then be conveyed to our workshops who will restore the corners free of charge. You may find a list of our boutiques and retailers available on our website under the heading Retail stores:
http://www.longchamp.com/en/store-locator-267.html We remain at your disposal for any further information we may provide. Thanking you again for your loyalty to our brand, we apologize for the inconveniences caused on this occasion. Sincerely, [/FONT][FONT="][/FONT]
[FONT="]XXXXX, [/FONT]
[FONT="]Longchamp Customer Relations[/FONT]