On a recent trip, my Damier Graphite Horizon 55 lost one of its wheels. It was completely my fault. I was dragging it on the streets of Madrid and when I entered my hotel room, I slammed it against the door, the wheel got stuck (as you can see below) and through my own force got dislocated.
I've had it for 1.5 years now (since the model first came out) and it's been on dozens of trips. It's my favorite LV piece so I was really sad when I lost the wheel. I was in Madrid at the time and I went to the local store to see what my options were.
The SA told me they would ship it to Paris for repair and I'd get it back in about 6 weeks. That wasn't an option since I was at the beginning of my Euro trip and they wouldn't send it back to my US address. I ended up keeping my luggage with me on the rest of the trip. Not ideal but I made it work.
As soon as I got back home, I went to my local store with my Horizon and talked to my SA about getting it repaired. The repair would be complimentary and take about 6 weeks. I had another trip coming up in about 5 weeks so I asked her if there was any way it could be done sooner. She said she would make a note of it and that usually newer pieces get higher priority than older pieces. Chances were that I'd get it back sooner.
Since one wheel was lost I asked her if we could replace all wheels at the same time (I figure I'd ask) to extend the lifetime of my piece. She said they could do that. I left happy and hopeful that I'd get it back.
About 3 weeks later, I got a text from my SA that they inspected the luggage....and that I would get a brand new one! This made me really happy. I totally abused my Horizon. It had a lot of scuff marks, dings and scratches from all my trips. It gave it character (some of it you can see in the above picture).
A couple days later, my new DG Horizon 55 arrived at the store and I picked it up the same day. All in all, it took 4 weeks to get my luggage...right in time for my next trip.
When I saw it, I noticed right away all the changes they've made to it. On the outside it looks the same but on the inside LV made a lot of improvements to how the hooks work, the interior lining and there's a date code now in the middle. All positive changes because it's making packing and organizing clothes a little easier.
This was my first ever experience dealing with the repair service of LV. I don't baby my stuff at all and use everything I buy as much as possible without much thought. There have been a couple of negative experiences on the forum re: the repair service so I wanted to share a positive one with you all. This experience has made me even more loyal to the brand and I'm more likely to continue to buy luggage pieces from LV.
Of course, every repair situation is going to be different but this whole process was a good customer experience from my point of view and hopeful that my future repairs will be handled in a positive way.
I've had it for 1.5 years now (since the model first came out) and it's been on dozens of trips. It's my favorite LV piece so I was really sad when I lost the wheel. I was in Madrid at the time and I went to the local store to see what my options were.
The SA told me they would ship it to Paris for repair and I'd get it back in about 6 weeks. That wasn't an option since I was at the beginning of my Euro trip and they wouldn't send it back to my US address. I ended up keeping my luggage with me on the rest of the trip. Not ideal but I made it work.
As soon as I got back home, I went to my local store with my Horizon and talked to my SA about getting it repaired. The repair would be complimentary and take about 6 weeks. I had another trip coming up in about 5 weeks so I asked her if there was any way it could be done sooner. She said she would make a note of it and that usually newer pieces get higher priority than older pieces. Chances were that I'd get it back sooner.
Since one wheel was lost I asked her if we could replace all wheels at the same time (I figure I'd ask) to extend the lifetime of my piece. She said they could do that. I left happy and hopeful that I'd get it back.
About 3 weeks later, I got a text from my SA that they inspected the luggage....and that I would get a brand new one! This made me really happy. I totally abused my Horizon. It had a lot of scuff marks, dings and scratches from all my trips. It gave it character (some of it you can see in the above picture).
A couple days later, my new DG Horizon 55 arrived at the store and I picked it up the same day. All in all, it took 4 weeks to get my luggage...right in time for my next trip.
When I saw it, I noticed right away all the changes they've made to it. On the outside it looks the same but on the inside LV made a lot of improvements to how the hooks work, the interior lining and there's a date code now in the middle. All positive changes because it's making packing and organizing clothes a little easier.
This was my first ever experience dealing with the repair service of LV. I don't baby my stuff at all and use everything I buy as much as possible without much thought. There have been a couple of negative experiences on the forum re: the repair service so I wanted to share a positive one with you all. This experience has made me even more loyal to the brand and I'm more likely to continue to buy luggage pieces from LV.
Of course, every repair situation is going to be different but this whole process was a good customer experience from my point of view and hopeful that my future repairs will be handled in a positive way.
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