disappointed in a repair...

[shellyb17]

Good luck. I am keeping my fingers crossed for you. My legacy shoulder is in for repair for a broken turlock right now, and reading this thread makes me more than a little nervous. Let us know how it turns out.

 

[willowsmom]

Kall - it sounds good and I like the changes entheos suggested. The only things I'd change are I'd add something about how you're unsure about whether or not you'll continue to buy Coach due to this experience (unless that's untrue) and I'd change the part where you say, "as much as a college student's bank account will allow" and instead give a monetary amount of just how much, on average, you spend with Coach (be it monthly or yearly) - you're definitely a preferred customer with them b/c of the amount you consistently spend and I think the fact that you're upset will affect them even more if they can see in black and white just what type of customer they're potentially losing.

 

[entheos]

I'm sorry to add this so late, and I hope this doesn't frustrate you. I want you to have the most possible satisfactory result!

I think it is necessary to explain how the Coach employees made you feel.

Also I wanted to ask do you still have your bag? or did they keep it and give you the credit. Because I would send the bag directly to Mr. Kracoff's(?) corp office, along with your letter.

I am certain there will be some words of apology. But if Coach can find you a replacement whiskey shoulder bag from another store, and compensate you time/travel $ and perhaps a gratuitous gift in the form of another piece of Coach, would that be adequate? If so, say so in your letter as well . . .

I am very disappointed in the repair process and hurt by the Coach employees. I have gone back and forth to the store, trying to resolve this situation. I have waited 2 months for a bag that cannot be repaired and is apparently no longer available. The credit does not adequately amend for the two repairs, the two trips to the store, as well as the waiting for the return and, now, the call saying it cannot be repaired at all. But mostly, because the Coach employess made me feel (fill in the blank).

Good luck!

 

[kallison]

no, i don't have the bag. and i meant to add something in there about how i don't want ANY legacy pieces anymore, which is a shame cause they're freaking cute.

i feel so greedy though...i don't know.

 

[willowsmom]

^^^^Don't feel greedy. They did not do right by you and you're making them aware of that. In reality, they should have already done something above and beyond for you, especially since you're such a loyal customer.

I understand how you feel though - I always feel bad writing a complaint to a company, but then I try to step back and remember it's THEIR fault I feel I have to do it!

 

[entheos]

no, i don't have the bag. and i meant to add something in there about how i don't want ANY legacy pieces anymore, which is a shame cause they're freaking cute.

i feel so greedy though...i don't know.

Okay, you are hurt, and you aren't willing to let them amend. There are injustices in the world that can never be compensated for. Unfortunately, money and things don't heal feelings. But if Mr. Kracoff(?) is willing to amend in the most appropriate way he knows how let him!

 

[entheos]

^^^^ I always feel bad writing a complaint to a company, but then I try to step back and remember it's THEIR fault I feel I have to do it!

I NEVER feel bad writing a complaint to a company. In most cases most companies will do what's right.

Never mind the loyalty, if this was your very first purchase. It should have been handled better. I don't believe the SA's, particularly the manager in this instance utilized their autonomy, because if other pfr's have seen the bag at other stores, as manager I would have tried to locate a replacement immediately after the botched repair and not send it out for the second time, and not send you out of the store feeling betrayed! I also, would have given you a gratuitous gift!

 

[melikemochi]

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.

^ Your wonderful!!! I consider myself a pretty timid non-confrontational person but after reading your posts, I would feel the courage needed to take care of this problem. Because of my quiet personality and young naiive appearance, I've found that I've been taken advantage of quite a bit by large companies and people who throw their weight around. I, and others who share my personality really need someone like you to teach us how to go about it and encourage and support us.THANKS SO MUCH! BTW, if I ever have a problem, I'll know who to ask for help.

Kallison - your not being greedy at all! Just seeking for them to compensate for all the stress and time youve had to put in to get this solved and for the terrible cs. Hope everything is resolved to your satisfaction.