I just wanted to share my repair experience:
I purchased an 11A burgundy/ dark red half moon WOC from Neiman Marcus last July. Since it was a fall color, I waited months to carry it. I had only used it one or two other occasions, and to my horror, on December 23, while out Christmas shopping, at night, I felt something "strange" down near my feet. I looked down only to find my bag containing several thousand dollars in cash, as well as my medicines on the parking lot pavement!! Apparently the ring connecting the chain to the bag was faulty and had come apart. I was horrified and really upset by the crappy craftsmanship. (bag was not even close to being heavy or stressed)
I ended up at Neimans later that night and showed the SA who told me that they would have to send it in and that it would take 12-16 weeks for the repair as they were extremely backed up with repairs and related services. I was pretty miffed: this meant that i would have to kiss this bag goodbye for my enjoyment for the rest of the season until this fall. She suggested carrying the broken bag as a clutch. Ummm yeah, I think not...this was a new bag! as well as the fact that my belongings were still in the bag, so I took it home and put it in its box in my closet until march.
When I took it back in march, I brought my receipt and auth cards even the felts... All the SA wanted was my receipt. This guy had the audacity to act like I "lost" the connector ring... I was NOT going to crawl around a parking lot in pitch dark searching for a tiny metal loop that should not have been on the ground in the first place! I was told this time that the repair would take 6-8 weeks. It was sent off just the bag itself, and it came back repaired a little shy of 2 months later. I was not charged for the repair, but I felt rather cheated that I was unable to enjoy said bag during the fashion season that it was intended for.
My vast shopping history and excellent customer relations that I enjoy DOES not include the Neimans in Austin, TX... I moved closer to the Austin store in November, whereas my primary shopping was done in San Antonio, but I have done my fair share in Austin too, yet that store has ALWAYS seemed to be lacking in many areas... I know for a fact levels of service varies by location Anyway, I just wanted to share my experience, and frustration... But the bag is fine now, should have been done right the first time, however, it is very common for Chanel to take 8-12 weeks on send away services these days. I was never contacted by anyone until the bag was ready for me to pick up.