Aftercare will repair any damage?

[lolasparks]

Hi,

I couldn't find a thread on this but I recently head that Dior will repair any damage to a bag, including to the leather, with no to minimal fee -- does anyone know if that is true? I'm surprised given Chanel and Hermes seem to say you're out of luck if anything happens to the leather part -

I'd love to hear from someone who has knowledge or experience with this -- Thank you!!

 

[caruava]

I haven't brought any bags back but I did bring a bar jacket for repair a couple years after purchase. To my surprise the repair was complimentary.

Not sure what you mean about Hermes repairs but I have had bags spa'ed in Paris with leather parts repaired.

 

[880]

Will Dior repair items not purchased from store for a fee?

If I were to buy a Lady Dior pre-loved and later on down the road wanted to repair something - for example: the tarnished Dior charms - will Dior still repair it (for a fee) even though I did not buy it in the store?

forum.purseblog.com

This thread seems to suggest otherwise
(Experiences vary)

 

[lolasparks]

I haven't brought any bags back but I did bring a bar jacket for repair a couple years after purchase. To my surprise the repair was complimentary.

Not sure what you mean about Hermes repairs but I have had bags spa'ed in Paris with leather parts repaired.

Thanks for this response! Yeah I was in both Hermes and Dior a few days ago and when looking at a picotin, the SA said since the leather is so minimally treated it can’t be repaired if the oils of your hand patina it or it gets color transfer of any kind - I found that odd?

 

[lolasparks]

Will Dior repair items not purchased from store for a fee?

If I were to buy a Lady Dior pre-loved and later on down the road wanted to repair something - for example: the tarnished Dior charms - will Dior still repair it (for a fee) even though I did not buy it in the store?

forum.purseblog.com

This thread seems to suggest otherwise
(Experiences vary)

Thanks!

 

[caruava]

Thanks for this response! Yeah I was in both Hermes and Dior a few days ago and when looking at a picotin, the SA said since the leather is so minimally treated it can’t be repaired if the oils of your hand patina it or it gets color transfer of any kind - I found that odd?

That sounds correct. That isn't considered a fault.

I did read the thread @880 referenced, and not liking your chances. I've not had a good experience with a Dior bag purchased direct from boutique myself (D ring fault, leather fault). Whilst the faulty bag was exchanged twice, I won't purchase again.

 

[A1aGypsy]

I don’t think any company is going to repair wear and tear from normal use (oils, colour transfer, corner wear) for free. Definitely not Dior.

 

[880]

Thanks for this response! Yeah I was in both Hermes and Dior a few days ago and when looking at a picotin, the SA said since the leather is so minimally treated it can’t be repaired if the oils of your hand patina it or it gets color transfer of any kind - I found that odd?

I’ve sent my TGM picotin to @docride when the side and piping got scraped, and it was fixed. If something happens to your picotin, someone (H Spa on a case by case basis or other third party professional) may be able to help.

 

[lolasparks]

I don’t think any company is going to repair wear and tear from normal use (oils, colour transfer, corner wear) for free. Definitely not Dior.

Really? Why do you say definitely not Dior -- the SA was adamant that they "stand behind" their bags and alluded to that being a contrast from the other luxury brands

 

[A1aGypsy]

Really? Why do you say definitely not Dior -- the SA was adamant that they "stand behind" their bags and alluded to that being a contrast from the other luxury brands

“Stand behind their bags” to me means repair damage caused by a fault in workmanship or production. Not repair of regular wear or accidental damage.

Also, you only have to do a search of the forum to see that, at least Dior online, puts up a tremendous fight to resist taking care of bags that arrive brand new but damaged (or without their strap etc.) so I personally would not expect that they would be good about repairs. JMHO

 

[Christofle]

Thanks for this response! Yeah I was in both Hermes and Dior a few days ago and when looking at a picotin, the SA said since the leather is so minimally treated it can’t be repaired if the oils of your hand patina it or it gets color transfer of any kind - I found that odd?

Patina isn’t damage.

 

[lolasparks]

Thanks -- yeah maybe I should clarify, in the conversation this SA showing me (and admittedly trying to sell me a bag), she said "we can repair anything so if anything happens to the bag, like color transfer [it was a light colored bag I was looking at], we can fix it and usually don't charge -- if anything and had to totally redo components of a bag the most it would cost is $500." She was making this point in contrast to the light colored Chanel I was carrying that day in saying that for example Chanel can and will repair hardware but would not touch a leather issue that would arise (I'm not necessarily saying a defect, just wear). Later, we went into Hermes and looked at a Picotin, and the SA there said "just so you know this is very untreated leather and if it got color transfer, it could not be repaired.

I'm not saying anyone should be repairing color-transferred leather or wear inflicted by me for free by any stretch -- I'm just trying to clarify because Dior's offer was so unlike anything I've heard. She went as far as to say that the other houses treat a bag like a "used car that once you drive it off the lot it's yours to deal with" whereas Dior will fix things that happen to it. I was surprised (and please) but yes given the horror stories I've heard about how they deal with even defects, I was very surprised to wanted to confirm -- maybe the heading of this thread didn't make that clear.

So no one else has heard or experienced this as their general policy - that they'll repair wear as it arises (for a fee or not)? I don't know if this was just a hard sell

 

[averagejoe]

Thanks -- yeah maybe I should clarify, in the conversation this SA showing me (and admittedly trying to sell me a bag), she said "we can repair anything so if anything happens to the bag, like color transfer [it was a light colored bag I was looking at], we can fix it and usually don't charge -- if anything and had to totally redo components of a bag the most it would cost is $500." She was making this point in contrast to the light colored Chanel I was carrying that day in saying that for example Chanel can and will repair hardware but would not touch a leather issue that would arise (I'm not necessarily saying a defect, just wear). Later, we went into Hermes and looked at a Picotin, and the SA there said "just so you know this is very untreated leather and if it got color transfer, it could not be repaired.

I'm not saying anyone should be repairing color-transferred leather or wear inflicted by me for free by any stretch -- I'm just trying to clarify because Dior's offer was so unlike anything I've heard. She went as far as to say that the other houses treat a bag like a "used car that once you drive it off the lot it's yours to deal with" whereas Dior will fix things that happen to it. I was surprised (and please) but yes given the horror stories I've heard about how they deal with even defects, I was very surprised to wanted to confirm -- maybe the heading of this thread didn't make that clear.

So no one else has heard or experienced this as their general policy - that they'll repair wear as it arises (for a fee or not)? I don't know if this was just a hard sell

The Picotin should be available in treated leathers only, like Clemence, Togo, Epsom, etc. The bag is unlined, so maybe the SA is talking about the lining?

If colour transfer occurs, and doesn't come off with cleaning, then it can be redyed to cover up the transfer. However, the redying is essentially painting the leather, which causes a change in the texture and appearance of the leather. For leathers with minimal refinishing, this can dramatically alter the appearance and feel of the leather, so maybe that's what the Hermes SA means.

For Dior, any repair requires photos of the bag to be sent to the repair center to assess if it can be done, and if it will incur a fee due to the perceived cause of the "damage" (i.e. wear and tear versus quality issue or design defect). For bags like the Lady Dior, they can replace components, even the handles, as long as the colour is still available in their repair center. I'm assuming seasonal colours are worse for that. For other bags, if the bag is still in production or just out of production recently, then they still potentially have the parts to repair the bag. I had Dior bags out of production get repaired, all for a small fee, many years ago.

So the Dior SA is partially correct, although usually in my experience a fee is involved unless you are a VIC (they may waive the fee as part of customer service), and they can't always repair everything. I haven't had them redye a bag before, but most brands refuse to do that if it alters the appearance of the leather.

 

[lolasparks]

The Picotin should be available in treated leathers only, like Clemence, Togo, Epsom, etc. The bag is unlined, so maybe the SA is talking about the lining?

If colour transfer occurs, and doesn't come off with cleaning, then it can be redyed to cover up the transfer. However, the redying is essentially painting the leather, which causes a change in the texture and appearance of the leather. For leathers with minimal refinishing, this can dramatically alter the appearance and feel of the leather, so maybe that's what the Hermes SA means.

For Dior, any repair requires photos of the bag to be sent to the repair center to assess if it can be done, and if it will incur a fee due to the perceived cause of the "damage" (i.e. wear and tear versus quality issue or design defect). For bags like the Lady Dior, they can replace components, even the handles, as long as the colour is still available in their repair center. I'm assuming seasonal colours are worse for that. For other bags, if the bag is still in production or just out of production recently, then they still potentially have the parts to repair the bag. I had Dior bags out of production get repaired, all for a small fee, many years ago.

So the Dior SA is partially correct, although usually in my experience a fee is involved unless you are a VIC (they may waive the fee as part of customer service), and they can't always repair everything. I haven't had them redye a bag before, but most brands refuse to do that if it alters the appearance of the leather.

Thank you so much for such an informative reply! I appreciate it!

 

[roflecones]

I've had two occasions dealing with Dior aftercare. One time more recently, I had an embellished saddle bag where a few pearls had fallen out. I sent a photo to my store and they asked for me to bring it in so they could fix it. The store manager even offered to covered shipping to store and they repaired it without any cost. I only had the bag for a few months so that may have factored into the service being complimentary.

Another occasion a few years ago I had a very small color transfer on a light colored lady Dior. I dropped it off at the store and they said they would send it off to the workshop to see what they could do. It was only a few days after that they called me to say they were able to clean the bag and that it's ready for me to pick up. This also didn't cost me anything, and the bag looks great.

The SA you were speaking to sounded like they wanted to sell you the bag using aftercare as a selling point, but based on my personal experience their aftercare is quite good.