Need help with procedure ...

jenskar

O.G.
May 14, 2007
1,894
38
I need some help on the proper procedure for LV repairs. I posted this in another thread and it was moved -- trying to find the right place as I need the benefit of other people's experience.
I took my LE bag in because the material split in an area that had been puckered when the bag originally arrived two years ago. They told me it would be looked at and LV would determine whether the bag could be repaired as it was LE. I also asked about the handles and trim -- and what could be done about them. I told them I assumed the handles and trim would have a charge, but that the material itself was (and you can tell by how it pulls at that point on the bag) puckered -- and the split happened in that area, so I did not expect they would charge for that repair on such an expensive bag.
It took 8 weeks and I got a message that nothing could be done and if I had a problem I should call the manager. A problem?
I'm going to go in and pick it up -- but I'm appalled at how unclear they were about the process up front. I had thought they were going to have it looked at locally and give me a call -- when three weeks went by I had called to ask what happened and that's the first I was told that the bag had been sent out to California. I thought someone here said LE bags often went to Paris, where I would think they might have some of the material (RPrince bag)
The people in the boutique all clustered around the day I brought the bag in, they all cooed and ahed and said how of course it would be taken care of and I should just give it to J ... and he would take care of me.

So -- what should have happened and more important, if LV keeps files on all it's customers, which it seems clear they do as they've always known who I am in any store once they get my name, won't they have a record of the fact that I called after receiving the bag, as I was unhappy with how it had arrived with puckers, a dirty dust bag, as if someone had stepped on it. I still have that post on this forum.

Perhaps that is what I should do? I wish I'd taken it to NY as now I do plan to do that, and I plan to be exceptionally clear about what I expect.

It's that or a hot glue gun. Gah.
 

gre8dane

So Proud!!
O.G.
Mar 30, 2008
8,599
172
Someone here had a zipper replaced (I think) on their Mancrazy (also RP bag) and it was sent to CA. I've had two repairs, both in CA.

Make sure they tell you specifically WHY they can't repair it and what other options are available, if any. It's not a vintage bag, so I don't see why that can't repair a two year old bag unless it's the type of damage that can't be repaired versus a d-ring repair, zipper replacement or handle replacement which seem to be easy fixes.

If you're not happy, take it to NYC and see if they can tell you anything differently. Would France be an option? GL and update the thread after you've gone.
 

jenskar

O.G.
May 14, 2007
1,894
38
Thanks -- I called today to find out when the manager will be in. I've decided to stop being upset and just focus on what can be done. The Richard Prince bags are unique and I can't imagine that LV doesn't realize they'll appreciate in value over time, and that owners of them will want to have them repaired. If they destroyed all the extra fabric, they're very foolish. I'm just going to keep insisting until I get to someone who can fix it.
I'm sure if Madonna's weekender split, they'd figure out a way to fix it.
The young man on the phone today was a bit frosty at the start (maybe SA's at LV just think they need to have a bit of a 'tude?), but he warmed up. I'm feeling more hopeful.
 

jenskar

O.G.
May 14, 2007
1,894
38
Well, things are not good. I went in to see the bag on Monday. The coated fabric where the damage had occurred was covered with some sticky substance, which the manager cleaned off only after I pointed it out, and it was clear they'd been pulling at the interior lining. The date code tab and interior pocket was all pulled out and the tab stretched as if someone had been pulling at it too.

I reiterated the whole story, yet again. The manager said she would check with customer service and get back to me. She called tonight.

LV has said they cannot repair the bag. There is no more fabric. They take no responsibility for the bad stitching and puckers that led to the split. Show bags (that's what they called it) are made in limited numbers and no fabric is kept and they usually can't be repaired. What?

How does a company take your merchandise, send it away without telling you where it is going, keep it for almost two months, and return it to you in worse condition than you gave it to them and say, "we can do nothing for you." How does any company stay in business treating customers who buy $2000 plus bags like that? To her credit, the manager said she was sorry. It was pretty clear LV was not.

I would never buy a limited edition bag from this company again. If anyone has any good ideas for a bag repair specialist in the NYC area, please let me know. The fabric is not cracked, just the coating -- maybe a heat gun would work. I wish I was still working with prop guys on TV commercials as I'm sure one of them could help me more quickly and efficiently.
 

dell

Lovin My Little Girl
O.G.
May 23, 2007
9,098
353
I had a mirage speedy that on the corners you could see the stitching. I was told to keep it and use it and if anything EVER happened to it that they would at least give me store credit in the same amount as the bag was worth. Needless to say I returned it ASAP. Yeah right, they would have told me the same thing.

I am really sorry this has happened. I inspect my bags very carefully before they come home with me. Even the less expensive items. It isn't worth dealing with this kind of stuff. I don't even order online anymore because I have been sent bags with HAIR in the dust bags.
 
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