LV does NOT stand by their product. Terrible quality and even worse customer service

[Luxe888]

I’m not sure if everyone is understanding this bag may have been purchased in 2016 but it’s not my only bag… It hasn’t been used nearly as much as someone who would use this bag for 6 months straight. Also did not get a notification while they were offering on the spot replacements in the stores.

If anyone is offended by my delivery of my points that I will apologize for but I will not agree that while disagreeing with someone and calling them immature, hostile, entitled, mean etc is ok. It’s hypocritical.

We don’t always have to agree but thank you for your participation in this thread.

 

[fabdiva]

I'm of two minds on this: Statute of limitations are real whether you're talking about a negligent driver or a defective product. Generally, those limitations run when you knew or should have known the product was defective. There's a reason there are limitations: To avoid stale claims.

However, perhaps LV should have sent a notice to owners who purchased the item and advised of them of the policy and how long they had to file a claim, exchange, or complimentary repair.

At the end of the day, a redesign doesn't necessarily mean defective. And even if it is defective, absent a warranty, how a company addresses defects is within their discretion. They don't owe us anything.

And yes, your tone could use some work. You've called people ignorant and the condescension screams "entitled".

 

[880]

My opinion only on LV customer service aftercare. Many years ago I bought both LV bags and RTW. I stopped when LV flagship NY informers me that they could not fix a raincoat whose pocket seam had separated. I purchased this the prior season. It was a waterproof mac. I like trench coats and have enough so this one did not get an inordinate amount of use. I asked if they could recommend an independent third party repair place, and they could not. I was willing to pay for the repair, BTW, and I wasn’t looking for a replacement or credit. I don’t recall if the issue was fixable or not, but I think they could have responded in a more thoughtful and polite way to my inquiry, and I stopped shopping there. I think I ended up donating the raincoat.

+1 with @fabdiva re the rudeness of OP in calling a response ignorant. There is a way to communicate both sides of the arg in a way that doesn’t attack either party, and both participants in this exchange should have hit both the report button AND the ignore button before engaging.

 

[TC1]

A representative from their online escalation customer service department is looking into finding a resolution for this. They agreed it does not make sense for me to pay for a repair that essentially was quoted almost the same price of a brand new bag. The repair suggested was to essentially replace ALL parts of the bag to make it look and function to the current standards of the new model lol. This was never a repair request to begin with, this was a request for replacement of the current model to receive the same treatment others received when they addressed the same concerns within or right before the 5 year period. Not to mention covid went on for years during that 5 year period.

Let’s see if LV can see past their policies that shouldn’t be a blanket policy for defective items!

Seems like after this post, they are looking into it *shrug*

 

[calipursegal]

I’m not sure if everyone is understanding this bag may have been purchased in 2016 but it’s not my only bag… It hasn’t been used nearly as much as someone who would use this bag for 6 months straight. Also did not get a notification while they were offering on the spot replacements in the stores.

If anyone is offended by my delivery of my points that I will apologize for but I will not agree that while disagreeing with someone and calling them immature, hostile, entitled, mean etc is ok. It’s hypocritical.

We don’t always have to agree but thank you for your participation in this thread.

Hi, yes, we are aware. The PS Backpack was prone to tearing near the zipper on the old model, it also had issues with peeling amongst other things. If you search old threads, you will see that replacements from LV were hit or miss. When the bag was redesigned, some were able to get a new bag, others were told it was normal wear and tear. But those who got replacements were taking their bags in right away when it was redesigned, not waiting years later.

If it still looks good and they don't replace it, try selling to Fashionphile or Yoogi's Closet.

 

[leechiyong]

I’m not sure if everyone is understanding this bag may have been purchased in 2016 but it’s not my only bag… It hasn’t been used nearly as much as someone who would use this bag for 6 months straight. Also did not get a notification while they were offering on the spot replacements in the stores.

For awareness, objects degrade over time, especially if not used, which is why most warranties stipulate a timeframe. I bought a pair of never-used shoes that were five years old and they disintegrated on my feet due to how they were stored.

I’ve already commented my thoughts on this thread, so please don’t take this as criticism of you, but want to give this warning as I’ve seen too many bags ruined due to lack of use.

 

[Luxe888]

I'm of two minds on this: Statute of limitations are real whether you're talking about a negligent driver or a defective product. Generally, those limitations run when you knew or should have known the product was defective. There's a reason there are limitations: To avoid stale claims.

However, perhaps LV should have sent a notice to owners who purchased the item and advised of them of the policy and how long they had to file a claim, exchange, or complimentary repair.

At the end of the day, a redesign doesn't necessarily mean defective. And even if it is defective, absent a warranty, how a company addresses defects is within their discretion. They don't owe us anything.

And yes, your tone could use some work. You've called people ignorant and the condescension screams "entitled".

I agree with you that Lv should of sent out formal notifications instead of the old picking and choosing who gets what.

To clarify I didn’t call anyone ignorant, I said @methvespertine comment was ignorant because of their condescending tone to start this spiral. Yet I am being the one called names in response to the initial response. Not sure why people would expect a different response.

 

[BULL]

I knew this is gonna be a spicy thread, but still...

None of these policies are official or anywhere written. The original design was prone to fail a little too easily, yes. Many of us were told that it can be brought in, exchanged, and some even heard about a 5 year window for this. This surely could be an internal policy that was told to many clients by the SAs, but that is nowhere near official. They don't have a Service website with all the Recall Programs like what Apple has (whose programs also end after a few years, and individual clients are never notified, they have to find out themselves). And even if they had this internal policy for a few years, ALL free repairs and exchanges were and are at the discretion of the Repair Specialist. They could follow this guideline if they choose to. I can imagine there were many bags so beaten up that they didn't offer free exchanges for. But there never was a PDF on louisvuitton.com saying anything about such a legally binding program or a 5-year extra warranty.
The bag was redesigned. It is highly likely that is was because of the fragile nature of the original, but Vuitton never ever officially stated so. We just assume. They redesigned the Speedy like 3 times since 2000, none of them was because Speedies were falling apart left and right. So this argument is also not valid.
I am not defending them for making a poor product, but they have 0 legal obligation to do anything after purchase. Their watches have 2 years of warranty, nothing else has any. After we leave the cash register, any of the "free" services are just gifts. They don't have to do them. The marketing about their quality (which is still true in most cases, like 99% of the time) is also not legally binding.
And my experience, if a client has a good relationship with the store and/or comes in with issues like this being very friendly and kind, the SAs tend to be very kind and helpful, and paid services can get cheaper or free, even if there is no magic policy for that bag.

This was an unpleasant experience, I understand that. If you try again (and maybe again), as others recommended, the response might be different, but this is a delicate game with their representatives.
And despite some shortcomings, their Repair Department is still unparalleled. No other brands offer such extensive services. Saying it as someone who was denied repair because of cracked canvas. These are their rules, I understood and moved on. Other times, they replaced handles for me for free, even though I didn't even ask for that.

 

[Luxe888]

For awareness, objects degrade over time, especially if not used, which is why most warranties stipulate a timeframe. I bought a pair of never-used shoes that were five years old and they disintegrated on my feet due to how they were stored.

I’ve already commented my thoughts on this thread, so please don’t take this as criticism of you, but want to give this warning as I’ve seen too many bags ruined due to lack of use.

No I don’t take this personally at all. The bag has been properly stored. The SA and manager commented the bag is in excellent condition lol they encouraged me to just be careful when trying to use it because of the zipper issue lol

 

[Luxe888]

I knew this is gonna be a spicy thread, but still...

None of these policies are official or anywhere written. The original design was prone to fail a little too easily, yes. Many of us were told that it can be brought in, exchanged, and some even heard about a 5 year window for this. This surely could be an internal policy that was told to many clients by the SAs, but that is nowhere near official. They don't have a Service website with all the Recall Programs like what Apple has (whose programs also end after a few years, and individual clients are never notified, they have to find out themselves). And even if they had this internal policy for a few years, ALL free repairs and exchanges were and are at the discretion of the Repair Specialist. They could follow this guideline if they choose to. I can imagine there were many bags so beaten up that they didn't offer free exchanges for. But there never was a PDF on louisvuitton.com saying anything about such a legally binding program or a 5-year extra warranty.
The bag was redesigned. It is highly likely that is was because of the fragile nature of the original, but Vuitton never ever officially stated so. We just assume. They redesigned the Speedy like 3 times since 2000, none of them was because Speedies were falling apart left and right. So this argument is also not valid.
I am not defending them for making a poor product, but they have 0 legal obligation to do anything after purchase. Their watches have 2 years of warranty, nothing else has any. After we leave the cash register, any of the "free" services are just gifts. They don't have to do them. The marketing about their quality (which is still true in most cases, like 99% of the time) is also not legally binding.
And my experience, if a client has a good relationship with the store and/or comes in with issues like this being very friendly and kind, the SAs tend to be very kind and helpful, and paid services can get cheaper or free, even if there is no magic policy for that bag.

This was an unpleasant experience, I understand that. If you try again (and maybe again), as others recommended, the response might be different, but this is a delicate game with their representatives.
And despite some shortcomings, their Repair Department is still unparalleled. No other brands offer such extensive services. Saying it as someone who was denied repair because of cracked canvas. These are their rules, I understood and moved on. Other times, they replaced handles for me for free, even though I didn't even ask for that.

Hahah yes spicy lol

Yeah my ultimate goal is to warn others of their policy that I was told so they don’t need to deal with it. There’s actually a YouTuber (former employee) that posted the guidelines. It was screenshots of what looked like was shown to employees at LV.

 

[daisy913]

Sorry we can agree to disagree, there’s nothing mean or entitled about my responses if people are posting comments without adequate research about the situation. If you are ok with being sold defective products and taking on responsibility of having to conform to guidelines of holding a brand accountability that that is perfectly fine but please don’t call others mean and entitled for disagreeing. It’s quite hypocritical to call someone mean and entitled and in the same breath post that LV can’t verify your the original purchaser when you probably haven’t purchased a bag there to know everything is in the system under your profile.

Also not only did they confirm it’s on my profile but I also brought all original packaging along with original printed receipt. They easily verified this.

Regarding your airbag, if there was no correspondence sent to you informing you there were other options and you walked into the servicing department on the 3rd year after reading about the defective airbag I wonder if you would be ok with it?

Sorry if this sounds “mean” but disagreeing isn’t “mean”. We are adults we are all entitled to our own opinions. Please don’t paint the picture that I am insulting anyone by pointing out their inadequate knowledge of the situation.

Lol at your assumptions. I have a pretty good purchase history with the LV boutiques. I am fully aware that I can log into my account and see all my purchases. I also know that a CA can see them too.

One of the issues is that LV can’t know for sure that the PSM you brought in is the PSM you originally bought. Prior to the microchips, there was no way for LV to track the original purchaser of a specific bag and slg. LV is justified in making an effort to reduce possible false claims.

It has been seven years since you purchased the PSM. That is an unusually long period of time to ask for an exchange.

People are allowed to disagree, but it is pretty condescending of you to assume that other people aren’t knowledgeable.

 

[Luxe888]

Lol at your assumptions. I have a pretty good purchase history with the LV boutiques. I am fully aware that I can log into my account and see all my purchases. I also know that a CA can see them too.

One of the issues is that LV can’t know for sure that the PSM you brought in is the PSM you originally bought. Prior to the microchips, there was no way for LV to track the original purchaser of a specific bag and slg. LV is justified in making an effort to reduce possible false claims.

It has been seven years since you purchased the PSM. That is an unusually long period of time to ask for an exchange.

People are allowed to disagree, but it is pretty condescending of you to assume that other people aren’t knowledgeable.

The new model did not exist in 2016 yet. I brought the bag I purchased in… isn’t that what receipt and profiles are for? Not sure why anyone would assume otherwise. I have never requested an exchange, credit or repair prior on any items purchased.

I just don’t appreciate a post suggesting the possibility I presented a bag at the store that I did not purchase directly from Lv. Unfortunately assumptions are being thrown around.

 

[Swanky]

Hi, please discuss the issue, not one another. Be respectful or keep scrolling.

 

[Luxe888]

I am no longer responding to the posts in this thread. No offense taken on my part. Thanks to those who voiced the feel a company should stand by their products and thanks to those who disagree.

I truly hope everyone is ok if they are treated the same way if they have issues of a faulty or defective item after the policy period.

Most importantly for anyone who did not know of the policy like me I hope this helps! Have a great day everyone!!

 

[Luxe888]

Hi, please discuss the issue, not one another. Be respectful or keep scrolling.

Thank you @Swanky for reminding everyone of the purpose of the post