i did mention it when she called. granted, i was still asleep (hehe). but she said they were sending a credit and asked if that was okay. i said yes, but that didn't make up for the driving i had to do and all the wait time. she said she was sorry and told me to have a nice day. wth?
and it IS making me rethink coach. while i appreciate that they repair things and/or send credits...i don't know. something isn't sitting well with me.
But that's the thing, all you did was mention it. She asked if the settlement they had thought of would be okay and you agreed to it. You basically told them that was all they needed to do for you.
What you need to do is call them back and tell them that on second thought, the credit is not enough. Make sure you speak to a supervisor, phone counselors don't have the authority to approve this kind of thing on their own usually.
Tell them that you spend thousands of dollars each year with their company, (maybe even go through your bank records and receipts and figure out on average how much you spend, or ask the supe to look it up on the computer and actually SEE the numbers) and you normally love Coach products but that this whole experience has really left a sour taste in your mouth.
Tell them that everyone you've spoken with about this has agreed with you that the service you've received from Coach has been atrocious, and tell them that the credit for the bag isn't enough.
Figure out exactly how many times you've had to drive back and forth to Coach to resolve this issue, starting with the first time when you dropped the bag off at the store in the beginning. Actually calculate how many miles you've traveled, and how many hours you've taken. Also, figure out how much money you've spent in mileage driving back and forth to the store about this. Make sure you have all of that information handy when you speak with the supervisor. Be as specific as possible. Even have the actual dates you've done it, and the names of the people you've dealt with if you can.
Tell him/her that the credit simply isn't enough, and ask for what you want. Tell him/her that you would like to be reimbursed for all the money you spent trying to resolve this issue because of their defective product. Ask for whatever it is that you would need to get from them, in order for your faith to be restored in the company.
You can't just "mention" things to these people. You have to be specific, unfortunately. And you have to be aggressive and tell them what they need to do to make this right with you.
You should also tell them how very distasteful it's been that you had to force them to do the right thing. They're a multimillion dollar company and you spend thousands of dollars a year with them, and it sucks that they are making you go through all this work just to make things right.
Make sure that you tell them if they don't make this right with you, that you won't be buying Coach anymore, and that you will be telling everyone you know on the Purse Forum and elsewhere about what happened to you.
? Seriously though, I'm quite impressed with the suggestions!