New employee told me I couldn't order spare part because it wasn't in my profile

[wowzers1941]

This happened yesterday and is yet another reason to always have a SA or somebody who you've done business with multiple times. I always ask for the repair manager and this time he was in a meeting of some sort. So I was stuck with this employee who I've seen a few times but I think is relatively new. He proceeds to tell me he thinks my Scott Messenger is questionable because the main bag didn't have a date tag (lol) and secondly was bringing up the fact that it wasn't under my profile since it had the eBay authentication tags still on it. He verified with the repair manager that they can't order it since it was not under my account. I was appalled as I know this isn't correct, and the fact that he was trying to say it was fact was sad. So a few questions:

-Do bags with multiple accessories, ex Multi Pochette Accessory, have date tags or the new RFID tags in each piece?
-Guess the salesperson was dissuaded to help since the eBay authentication tags were still on?
-Have the policies changed? Having the product in person or sending pictures of the receipt has always gotten spare parts.

 

[ktd22]

I just posted a thread with similar questions for the group, specifically about the RFID microchips, though, and what data is stored on them. I have never taken a bag in with tags from another retailer still attached -- I don't think the SA's like that. I have told them it was a gift or vintage and they get the hint but usually ignore it. I dont think each piece is chipped but guess you could download a scanner and see? I have been able to order spare parts but only when bringing in the physical item. I have never had a "new" item added to my profile, but old/vintage items, they have accepted. Did you try to submit it online for repairs?

 

[wowzers1941]

I just posted a thread with similar questions for the group, specifically about the RFID microchips, though, and what data is stored on them. I have never taken a bag in with tags from another retailer still attached -- I don't think the SA's like that. I have told them it was a gift or vintage and they get the hint but usually ignore it. I dont think each piece is chipped but guess you could download a scanner and see? I have been able to order spare parts but only when bringing in the physical item. I have never had a "new" item added to my profile, but old/vintage items, they have accepted. Did you try to submit it online for repairs?

Yes I ended up calling customer service and explained my issue. I know it's not ideal to have the tags still attached, and I tried being secret about it by laying it on the counter, but I felt he just wanted to be rude. I've had vintage items added to my account during repair processes as well.

 

[ktd22]

Yes I ended up calling customer service and explained my issue. I know it's not idea to have the tags still attached, and I tried being secret about it by laying it on the counter, but I felt he just wanted to be rude. I've had vintage items added to my account during repair processes as well.

So did client services agree to repair/let you purchase spare parts?

 

[wowzers1941]

So did client services agree to repair/let you purchase spare parts?

Yes they did, but understand that they will always tell you to go in store for the repair/parts inquiry.

 

[Pop Art Suzy]

I'm curious, what kind of spare parts/repair are you wanting? I purchased my Noe and Speedy through eBay several years ago, so obviously they are not on my LV account. But when I brought them into an LV store to have the vachetta replaced on both of them, it wasn't an issue at all. They sent them in, I got them back, and they look brand new. No problems or questions asked.

 

[wowzers1941]

I'm curious, what kind of spare parts/repair are you wanting? I purchased my Noe and Speedy through eBay several years ago, so obviously they are not on my LV account. But when I brought them into an LV store to have the vachetta replaced on both of them, it wasn't an issue at all. They sent them in, I got them back, and they look brand new. No problems or questions asked.

It's not the first time I've been in the store, I'm quite the monthly regular, and I'm very familiar with the policies and requirements for parts. I really think it was a power thing with this employee, or he was unfamiliar with the rules and regulations. It was the messenger bag missing a pouch, so I need the pouch ordered. I brought the item in and this is what happened. I was told I should have reported him, if I knew his name I might have.

 

[mrsinsyder]

They’re more strict about things like pouches and straps because they’re “cheaper” than other pieces and people re-sell them. My CA lets me buy the fun straps from Twists and has let me order Neverfull pouches but yeah you’re supposed to have the piece in your history to order them.

Some of the Twist straps are like $150 as repair parts when a new strap off the rack by itself is closer to $1000. It’s why they’re strict about selling those parts on their own, otherwise people would just walk in and pay $250 for a Neverfull pouch and sell them on eBay for $500.

 

[brnicutie]

The bag doesn't need to be on your profile if you want a repair. The bag just needs to be authentic. If you want to order parts like a strap or luggage tag, then the bag needs to be on your profile. Maybe in the past they weren't as strict. In the past year or two they've become a lot stricter. My CA told me that people were just coming in and buying up all the spare parts. The people who actually had the bag on their profile were waiting months for their spare parts to come in.

The new bags with chips doesn't contain any personal info such as who purchased it.

 

[wowzers1941]

The bag doesn't need to be on your profile if you want a repair. The bag just needs to be authentic. If you want to order parts like a strap or luggage tag, then the bag needs to be on your profile. Maybe in the past they weren't as strict. In the past year or two they've become a lot stricter. My CA told me that people were just coming in and buying up all the spare parts. The people who actually had the bag on their profile were waiting months for their spare parts to come in.

The new bags with chips doesn't contain any personal info such as who purchased it.

Wish I had a CA/SA that was that lenient. Kinda, not really. Really ruins it for the people who are collecting vs reselling. People who need parts vs collecting vs reselling. I at least bring in the piece and show I need it, instead of asking for it and getting it. I was always under the impression a CA/SA cant order parts, since I was directed to the repair specialist. That is why I only deal with him, until he left at the beginning of the year and now I deal with some new repair specialist who doesn't know the system as well but he is all I have to deal with.

This is why I wrote this post, because I never order parts through a CA/SA, and thats who this employee was who tried to tell me the bag was fake and that he wasn't going to order a part for it.

 

[mrsinsyder]

Wish I had a CA/SA that was that lenient. Kinda, not really. Really ruins it for the people who are collecting vs reselling. People who need parts vs collecting vs reselling. I at least bring in the piece and show I need it, instead of asking for it and getting it. I was always under the impression a CA/SA cant order parts, since I was directed to the repair specialist. That is why I only deal with him, until he left at the beginning of the year and now I deal with some new repair specialist who doesn't know the system as well but he is all I have to deal with.

This is why I wrote this post, because I never order parts through a CA/SA, and thats who this employee was who tried to tell me the bag was fake and that he wasn't going to order a part for it.

Wait he said the bag was fake? Your original post said he wouldn’t order it because it wasn’t on your account.

 

[wowzers1941]

Wait he said the bag was fake? Your original post said he wouldn’t order it because it wasn’t on your account.

He didn't direct say it, but he was skeptical because it didn't have the leather date code. He clearly doesn't know that the 'accessory' bags don't come with date codes in all their small pieces. But he quickly changed his tune to, because it's not on my account.