Issues with Vernis..?

wellcome

Member
Feb 8, 2007
45
0
Hi everyone

Hopefully someone can offer me some advice. Last year I purchased a Pomme D'Amour Vernis pochette wallet,and I noticed about a month ago it had begun to peel on the edges. I took it into my local LV and the girl basically said 'well..it is a patent leather it is to be expected' and then said she would said it off to see what repairs would say.

I got a call today and the lady told me it would cost $130 to repair the issue. I told her that I had heard peeling had been an issue that LV was supposed to have fixed and she told me that LV only guarantees their items for the first 6 months..

Am I being unreasonable in thinking it seems a bit unfair to have paid $900 for a wallet that didn't last for more than a year without peeling even though I have been incredibly careful with it?

Has anyone else had this issue or had an issue with LV's repair procedures? Any advice would be really appreciated...
 

missyanne

O.G.
Mar 20, 2006
4,229
3
Oh no, I'm sorry to hear about this. I was actually planning to get a pochette wallet in Pomme too but if it peels in less than a year, I'm going to have to reconsider. Also, I thought LV guaranteed their items for a year within the purchase? :shrug:

Wait to see what other members say, there are a lot of members with vernis wallets on the forum. Sorry I wasn't any help. :s
 

isabelle5

Member
Dec 28, 2007
56
0
Hi everyone



I got a call today and the lady told me it would cost $130 to repair the issue. I told her that I had heard peeling had been an issue that LV was supposed to have fixed and she told me that LV only guarantees their items for the first 6 months..
.

I don't own any vernis as of right now (hopefully soon though), but I'm pretty sure that they have a one year warranty against defects and stuff:confused1:.
 

pinkie19

Member
Apr 21, 2008
120
0
Honestly, if it were a manufacturer's defect... they would/should replace it or repair it for you FOC. I am pretty confident about LV's standard of service.

I haven't had any Vernis problems and all the nicks/colour migration is my fault and my fault alone, so I haven't brought the bags back. But if it peels for no reason.... send it back!

I have however gotten a replacement White Multicolour Mini HL from LV after more than one and a half years of usage. The red suede lining seemed to have bled onto the white multicolour canvas. It happened to the replacement bag as well, also about a year or so later. Brought it back a second time.... they don't produce the Mini HL anymore... so they gave me a credit note that is valid for 12 months! That's not the best part... the icing on top of the cake is that the credit note they gave me was not for the price that I purchased the Mini HL for (Yr 2003)... it was for the price of the Mini HL now (Yr 2007)! Without questions. Amazing!!!

So.... all I can say is that... bring it back! Hope that helps..
 

hawaii2484

i'm a happy girl
Jul 8, 2007
1,109
0
hi wellcome! i am very upset to hear your story. this SA isn't treating the situation properly, so i suggest that you talk your way up the food chain - talk to a manager, then the store director, then 866, etc. LV guarantees their products for 1 year and i am annoyed to hear that your wallet isn't receiving free of charge repairs. LV is very aware that the older vernis top coats experienced problems with chipping & peeling; the SA's response that this type of problem is "expected" is also known as a defect. $900 wallets are not expected to chip and peel w/in a year, especially since LV has told their SA's to insure clients that the problem has been rectified and that recently purchased vernis has a new clear coat formula.

it sounds like this particular SA doesn't care about giving you the service you deserve; she's not making a sale and you're not her regular customer (right?), so she probably asked to repair your piece once and settled for a negative answer. you, on the other hand, don't have to settle for no. a high priced wallet has no business falling apart w/in one year, so keep trying for that FOC repair that you deserve. Louis Vuitton is a premium quality brand, with high quality standards and a premium cliental base whom buy their products, so where's the high quality service?
 

wellcome

Member
Feb 8, 2007
45
0
Thank you very much everyone for these replies. I am getting quite annoyed with the whole situation. I may not be a regular customer at LV in my area because most I have bought overseas whilst on holiday but I'd still hope to have some kind of nice treatment...

I called them again today for the third time and was told again that the repair specialist would get back to me, so I told the lady I had been told that twice already. She seemed quite nice and I told her the issue again and she assured me someone would contact me as soon as possible.

Thank you again for your replies. Maybe I am being foolish in expecting them to fix it FOC I guess we will see what they say..Hopefully this can be sorted out soon..
 

wellcome

Member
Feb 8, 2007
45
0
Hello again everyone, this is going to be a long post!

Well the repair specialist did not call me and I didn't receive a call yesterday as promised, however a sales assistant from the store called me today and said she was going to organise sending it back to me as I didn't want to pay for repairs.

I again explained the situation and she told me that it was an expected problem for the Vernis items to peel and that she recommends customers to purchase a Damier or Monogram wallet if they don't like the idea of the item peeling! I then told her that I was told this would not happen and that it is an obvious defect because basically all the sides of the wallet have some kind of peeling issue and she wouldn't know this as she doesn't have the item in front of her.

She also told me that only Crown LV offer the clear gloss coating and no other LV in Australia offers this???

She then again tried to tell me basically that 'its just what happens' and I asked her why on earth I would pay $900 for a wallet if someone had said it would begin to look like crap after a year of careful use. This went around in circles for a bit and she then told me she would call the sales assistant who served me (a year ago mind you) to see if he had told me that the Vernis issue had been fixed.

I get another call from her 10 minutes later telling me that she spoke to the 'after sales' people who evaluated my wallet and that she would send it to the repairs people if I didn't mind waiting. Apparently items get sent to the 'after sales' people before being sent to the 'repairs area' to be evaluated. So she didn't even call the SA like she said she was going to, changed her story and then told me that someone would contact me in a week or so.

I don't know what to do. I feel like calling Customer Service again as I seem to be speaking to a different person everytime and not getting anywhere. So frustrating...
 

whipwhipwhip

Member
Feb 24, 2007
772
0
Wow, what a run around!! This should not have happened at all. My mono french wallet started to peel on the sides and needed to be re-glazed. It was over a year old but they sent it to repairs at no charge to me. However, I was out of a wallet for 4 weeks.
 
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