Glazing melted & LV Refuse to Fix

[fluffy_rainbow]

Help! I purchased a Vaneau in 2016 and the handle glazing has melted. I took it to LV and they've sent the bag to Singapore for assessment. The assessment result came back and they want to charge me over AUD$1000 to replace the handle. They said that the glazing has melted due to usage & storage which I called BS as the bag was rarely used & it was stored alongside my other LV & Chanel bags, and none of them have melted glazing. I can tell the SA that was assigned to assist with this is a newbie and she has no idea what is going on other than passing the message from the assessment centre, and I told her that I strongly disagree with the assessment (due to no other LV bags have the same issues being stored at the same place) and have asked if this can be escalated to someone with higher authority. She said she will ask her manager and get back to me.

I'm very upset as this was my 10th year anniversary present and I've baby it since day one. I don't see how it can be my fault. I understand there haven't been any post regarding the Vaneau having their glazing melted like some other LV bags that are known defects, but surely this can't be the way I've stored or use it? I just don't understand!

Can anyone share if they have experienced something similar? Did you end up having a positive outcome? And any advice on what else I can do to make them reconsider the case?

 

[Jumper]

Oh dear. I’m so sorry for you.

I had a melting-sticky glazing issue for a 2014 Empreinte speedy which started melting around 2016 and I finally got round to bring it to LV in 2017. I asked them if they would repair it. It’s sticking to everything that touches the glazing and takes weeks to wash off. I also explained that the glazing is sticking to everything that I have. The handles and strap glazing all melted. I thought they were gonna blame it on the humility weather and poor user maintenance.

So, after some assessment, the CA told me they will offer me a new speedy instead. They promised they have changed the formula of the glazing and it wouldn’t melt like that. But I was too scarred from that bag to want another piece. So they offer me store credits at the price which they are selling the Empreinte speedy in 2017. I swap for everything canvas with that credit. The CA also mentioned that it was a known issue for the glazing during those batches (2013-2014) of Empreinte.

I am based in Singapore too, if that helps. I hope everything goes well for you. Because the 10th anniversary bag is definitely more significant. Mine was just a first “formal-ish” bag. I was too happy that they gave me store credits. I’m not sure store credits would help you since it is sentimental bag.

 

[fluffy_rainbow]

Thank you for sharing Jumper! I'm relieved to hear that you were able to get store credit for your defective bag. I wouldn't want to get the same bag either.

As I'm based in Australia, humidity isn't a major concern here. That's why I was shocked & annoyed that they accused the melted glazing to ‘my environment’.

I'm curious, how long did it take for them to assess your bag? Did they do it while you waited in-store or did they have to send your bag away for assessment?

My first preference would be for them to repair the bag without charge, but I wouldn't turn down store credit either! I mean, who doesn't want a new bag? XD
But sadly, both options seems unlikely at the moment =(

 

[Jumper]

I had forgotten the details. Only remembered the outcomes.

Vaguely, I think it was like this: I left it with them and they said they would assess the condition before letting me know how much the repairs would be. I left the store feeling relief that they would take that awful sticky bag because it was ruining everything else it touches and I felt so upset over it for months.

Then some time later, another day, they called and said there was an outcome for my bag assessment and asked me to come down? When I went to the store the CA broke the news that they couldn’t repair it and it was a known issue that that batch of glazing had problems. They would offer me a new bag. Which I rejected and then they offered me store credits.

I stayed away from Empreinte for about 3-4 years.

 

[BULL]

The replacement price seems outrageous.
OK, it was almost 2 years ago, but they charged me around 90€ for a single handle. Guess the Vaneau handles are made from caviar fed Épi cows.

 

[baby*my*bags]

I am so sorry to hear about this negative experience involving a sentimental bag. I hope the situation changes in your favor.

I have one experience with a faulty bag that took quite a while to resolve but ended positively for me. I had a bleu lagon vernis Alma BB that completely changed color except for the trim. The leather (minus the trim) changed from the gorgeous Tiffany blue to a more shamrock hue. The trim and strap remained pristine Tiffany blue. I am not sure of the year of the bag, but bleu lagon was available for only one season, I think. I baby my bags and store them all the same--in their dust bags in a climate controlled environment. Interestingly, my bleu lagon vernis zippy wallet and cosmetic pouch have not changed color.

A few years ago, I communicated about the issue with my regular CA who works in a different state than I live and sent pictures of the bag, wallet, and pouch. About a month later, she told me there was nothing LV could do about the issue. It was difficult to "argue" about it from another state. Dissatisfied with the decision, about a year and a half ago, I took the bag, wallet, and cosmetic pouch to an LV store a couple hours from my house and spoke with the repairs manager. (I am not sure if that is his exact title.) He took information and pictures of the SLGs and collected the discolored bag. I stressed how strange it was that one of three items changed color when they all were stored in the same way and location. He sent the bag out (I think to France) and months later, he contacted me and told me LV had decided in my favor. I never saw the bag again and was given a store credit in the amount of an Alma BB from the year it was produced. I think the credit was about $1800 USD. I revisited the store and purchased a canvas Vanity PM. I am sorry about the vagueness concerning the timeline and credit, but it's been a while, and I don't remember some details.

I was very firm but polite in my conversations with both stores, but I think showing up in person with the three items helped my case. I also refused to take no for an answer or at least tried again after the first negative response.

It might be tough since the bag already was sent out for inspection, but I encourage you to try again with the manager who contacts you. Perhaps bring in a couple of your other bags that are similar to the Vaneau to show them the condition of your other luxury leather bags. Maybe LV says normal wear and tear or storage/usage issues the first time and hope people give up. Maybe show the manager TPF posts about melting glazing from that time period to prove how pervasive this issue is.

I truly wish you the best and hope LV decides in your favor! Please keep us posted.

 

[23adeline]

Maybe you should talk to another CA or go to another LV to ask, I have many melted bags , maybe around 20+ bags , too many that I’ve lost count ! My CA’s are super good to me , they let me decide whether to change it, take store credit or sent for repair FOC .The melting issues is not only affecting bags of 2013/2014, I just noticed my Milla and Very tote bought in 2018 also melted . Still thinking to repair or to change to other bags.
Good luck in solving the problem

 

[boyoverboard]

That’s really poor. They should be handling this for you, and if they can’t repair it they should be offering credit. Hope they stand by their product and resolve it in your favour.

 

[Moobarry12]

I don’t even bother going inside the store anymore after several bad experiences. My ca is with customer service and I just text her when I want something. Never have issues with repairs or ordering what I want. I recommend that you don’t go in-store for repairs/replacements. Contact customer service or use the website to submit pictures for a repair/replacement. Customer service will always take amazing care of you. I once had a manager refuse to let me exchange a new bag with glazing issues on the strap. I went back and forth with the manager and he finally agreed to exchange. He then went to the back and came back up to me and came up with some bogus story about how my account is flagged and he couldn’t assist me lol I called customer service and haven’t looked back since (my account wasn’t flagged either). They replaced my strap for free on my bag and took amazing care of me. I will never shop in store again or go to a store with concerns. Also I haven’t had any quality issues since ordering from customer service. Good luck, I hope you can get your bag fixed or replaced for free.

 

[ChampagneandChakras]

I don’t even bother going inside the store anymore after several bad experiences. My ca is with customer service and I just text her when I want something. Never have issues with repairs or ordering what I want. I recommend that you don’t go in-store for repairs/replacements. Contact customer service or use the website to submit pictures for a repair/replacement. Customer service will always take amazing care of you. I once had a manager refuse to let me exchange a new bag with glazing issues on the strap. I went back and forth with the manager and he finally agreed to exchange. He then went to the back and came back up to me and came up with some bogus story about how my account is flagged and he couldn’t assist me lol I called customer service and haven’t looked back since (my account wasn’t flagged either). They replaced my strap for free on my bag and took amazing care of me. I will never shop in store again or go to a store with concerns. Also I haven’t had any quality issues since ordering from customer service. Good luck, I hope you can get your bag fixed or replaced for free.

I haven't had issues like this thankfully. I'm just hear to say my CA is with Customer Service too. The local one in the store was NEVER in when I tried to get her. I have a different one I use sometimes in the local store but she keeps sending me pictures of bags I told her I will not carry (Coussin) so it's like she isn't listening. I love my CA in Dallas.

 

[fluffy_rainbow]

Hey everyone! Great news — I heard back from the SA. She spoke to her manager in charge of leather goods, and even though the manager hasn't seen my bag, she's agreed to offer an exchange of equal value to what I paid .

The bag needs to be sent back to Australia, which means it'll take around 4 weeks (maybe even longer) before I can get the exchange. Unfortunately, I won't be able to keep the name stamp tag that came with the bag due to it being part of the defects. It's a bit sad because I wanted to hold onto it for sentimental reasons. My husband is also a bit disappointed that the bag can't be repaired, but let's be honest, spending over $1000 to fix the handles wouldn't have been worth it.
But hey, on the bright side, this is the next best thing we could have hoped for, so I'm still pretty happy with the outcome

Thank you all for your amazing support and messages! Now I'm going to check out their website and find a bag to exchange with!

 

[Jumper]

I’m so happy for you!!! It’s one the best outcome for you, since repair isn’t an option. How about thinking of the new bag as, “to the next 10 years” ?

 

[23adeline]

Hey everyone! Great news — I heard back from the SA. She spoke to her manager in charge of leather goods, and even though the manager hasn't seen my bag, she's agreed to offer an exchange of equal value to what I paid .

The bag needs to be sent back to Australia, which means it'll take around 4 weeks (maybe even longer) before I can get the exchange. Unfortunately, I won't be able to keep the name stamp tag that came with the bag due to it being part of the defects. It's a bit sad because I wanted to hold onto it for sentimental reasons. My husband is also a bit disappointed that the bag can't be repaired, but let's be honest, spending over $1000 to fix the handles wouldn't have been worth it.
But hey, on the bright side, this is the next best thing we could have hoped for, so I'm still pretty happy with the outcome

Thank you all for your amazing support and messages! Now I'm going to check out their website and find a bag to exchange with!

Happy for you!
Perhaps you could request them to let you keep the tag since there is your name stamped on. I didn’t give back all the tags or the clochettes and my CA never asked for them

 

[vinbenphon1]

Maybe you should talk to another CA or go to another LV to ask, I have many melted bags , maybe around 20+ bags , too many that I’ve lost count ! My CA’s are super good to me , they let me decide whether to change it, take store credit or sent for repair FOC .The melting issues is not only affecting bags of 2013/2014, I just noticed my Milla and Very tote bought in 2018 also melted . Still thinking to repair or to change to other bags.
Good luck in solving the problem

Oh no. I better check my Milla. I still haven't got over the loss of my HauteM bag melting.

 

[Lianne.e]

Project bag - advice post.

Hiya all, I’ve been searching for a Lumineuse for a while and found one, but it’s unfortunately suffering quite badly from the known glazing issue.

It’s Empreinte leather and has been stored so that the melted glazing has been able to transfer all over the bag, including the leather and hardware .

Does anyone know how easy it is to remove it please? Will come off and if so, will it leave marks on the leather?

Has anyone raised this issue with LV recently? I know that they were repairing the affected pieces, but that was a good while ago. Are they still offering reglazing?

Many thanks in advance for any advice.