Hermes Repair/Refurbish policy - Official Spa Thread

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#1,351
papertiger said:
New thing on the terms and conditions on the new form is that you (the undesigned) agree to H destroying 'whatever' should it be deemed counterfeit.
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prepster said:
That's a good idea. So then, really, they should be willing to take any bag presented to them for repairs because most people wouldn't risk sending it unless they were positively certain of its authenticity. I'm not sure it looks all that good if H won't take bags without receipts. It gives the impression that the fakes are so good, even H can't tell the difference.
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This is true as I just sent in a bag for a small service. My SA and I joked and laughed about it. The reason is if a bag has to be sent to Paris for repair, and they find out it is counterfeit in Paris, they cannot ship it back to where it came from because it's against the law to transport counterfeit goods.
 
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#1,354
papertiger said:
I agree with that. I think it's more to stop people buying from resellers. I think it's ridiculous, I don't remember where the receipts from my last 2 bags 2014 and 2015 are, I bought them from H and have no doubt about their authenticity. I don't keep my receipts because I don't sell to resellers!
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Surly though, they will have you on the 'system', won't they? Especially something so recent I can't believe they d ask for receipt...
 
#1,356
ladysarah said:
Surly though, they will have you on the 'system', won't they? Especially something so recent I can't believe they d ask for receipt...
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H computer system historically has not been so complete as to have all purchases -- it doesn't have purchases from franchise stores (although they are very few now) and I believe the US computer does not reflect foreign purchases. Nor do I know if it reflects H.com purchases.
 
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#1,357
You are correct, overseas purchases aren't recorded in US data base nor are H.com purchases. I know this from my own personal experience with my SA.

lulilu said:
H computer system historically has not been so complete as to have all purchases -- it doesn't have purchases from franchise stores (although they are very few now) and I believe the US computer does not reflect foreign purchases. Nor do I know if it reflects H.com purchases.
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#1,359
prepster said:
Interesting. It is my understanding that part of the Hermes value and mystique is that they will care for their products for generations, that the Kelly you buy today will be able to be passed to your children and grandchildren. Most children and grandchildren that inherit a bag will probably not have access to the receipt. If this is a policy change, I'm guessing that it is one way they intend to limit counterfeits. But it has some fairly long-reaching repercussions, because it limits the value of resale bags as well. Those of us who buy Hermes even at H boutiques count on the bag holding its value. Essentially, without the receipt it might be more difficult to sell one's bag down the line.
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#1,360
Just to update my experience...

I spoke with the workshop in the Madison Avenue store when I was in NYC over the weekend. They were incredulous that an SA had treated me the way that she did. They told me that they wished I had brought my bag, that is not Hermes policy, and of course, they can tell if the bag is authentic after examination.

I also communicated via email with Hermes corporate, and this was the response.
We apologize for any difficulty you have experienced with our Madison boutique, and have forwarded your comments to a supervisor. We recommend that you bring the item into the nearest Hermes boutique, and a sales associate will be happy to assist, and determine how to repair the item. Please be advised, the boutiques do not accept any repairs by mail.
To find the boutique nearest you, visit our store locator at http://stores.hermes.com/.

We sincerely appreciate your feedback and hope you will give us an opportunity in the future to exceed your expectations.

Again, thank you for your interest in Hermès. We look forward to your next visit with us.

It seems that some SAs are just making up policy, and I am not sure what the correct answer is here. Perhaps you have to insist on speaking to a manager? I agree that this makes the secondary market shaky, and I do think that it casts a bit of a shadow on the value of the bags long-term. No one wants to purchase an authentic bag on the secondary market and be embarrassed in store when it is rejected due for authenticity concerns.

My bag was just passed down - I got three pieces a Bearn wallet, a Picotin MM and this Birkin. I know that my great aunt always bought Hermes for love of the brand, quality of the item, and investment value (somewhat)... I don't think she thought she would ever sell them (I don't know if she ever did), but I think she thought she could pass them down. Anyway, I guess I will chat with the Atlanta boutique today to see if they will accept my bag. If not, I am just going to donate to charity and be done with Hermes.

After chatting with the shop at Madison Avenue, I walked across the street to Goyard where my daughter and I were treated beautifully by the sales associates there. Refreshing.
 
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#1,361
I spoke with the Atlanta boutique about my bag today. The SA was unbelievably helpful and kind - a completely different experience than Madison Avenue.

He told me to bring in the bag, and he would take care of working out the repair/refurbishment. He explained that it had to be sent to NYC and then to Paris and would take up to 6 months to return, but he said that it was no problem for me to bring in a bag that I had not originally purchased. He said that he has been with Hermes for 12 years and has never heard of that policy, and he apologized for the misinformation that I had been given.

I am still puzzled that some boutiques have adopted a policy that goes against the company's, but I must say that I feel much better about the brand today, and I will likely be incredibly loyal to my small Atlanta store in the future.
 
#1,362
I think some posts have mentioned this. Perhaps for some boutiques where there is no crafts person, SAs aren't trained enough to authenticate, hence they use receipt as a way of not accepting fake goods by mistake. And if they did and had to sent to Paris, Paris would not return fake goods hence boutique would be put into an awkward position dealing with the client who originally sent it in. Just a thought.
 
#1,363
xiangxiang0731 said:
I think some posts have mentioned this. Perhaps for some boutiques where there is no crafts person, SAs aren't trained enough to authenticate, hence they use receipt as a way of not accepting fake goods by mistake. And if they did and had to sent to Paris, Paris would not return fake goods hence boutique would be put into an awkward position dealing with the client who originally sent it in. Just a thought.
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This could be the case. From what I was told yesterday, my bag will actually be sent to NY first and then on to Paris, so I would assume that the bag is also reviewed in NY.

I didn't realize that it was so difficult to tell if an Hermes bag is authentic. I just assumed that there would be a big difference in quality, but I have never actually seen a fake bag. I guess the fakes are so good now that Hermes can't recognize its own work, and that is really saying something about the counterfeiters!
 
#1,364
icollect said:
This could be the case. From what I was told yesterday, my bag will actually be sent to NY first and then on to Paris, so I would assume that the bag is also reviewed in NY.

I didn't realize that it was so difficult to tell if an Hermes bag is authentic. I just assumed that there would be a big difference in quality, but I have never actually seen a fake bag. I guess the fakes are so good now that Hermes can't recognize its own work, and that is really saying something about the counterfeiters!
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I think that's a little harsh. Some fakes are good but staff in the stores aren't all trained in craftsmanship of leather and many specialise in other areas. Also they use temps all the time and they don't have time to train everybody.
 
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