Return or send in for repair?

[Marebear8]

No offense taken! Maybe the better word to use is "broadening" instead of "updating". I know it may seem as if there is not a lot of things Coach may fix, but when something gets sent into the repair department, the team wants to repair it to its original quality...which may seem silly or counter productive, but they truly do set their standards high. So something that's seems as simple as a zipper fix, is not truly that simple because the zipper tape that needs replacing is a seasonal color that's not carried any longer...and unfortunately, even if a customer requests a different color just so it can get repaired, they usually will not do it because it compromises the design/visual integrity of the product. Does that make sense?

Updating? or actually providing one. Not directing at you, just Coach.

 

[HesitantShopper]

No offense taken! Maybe the better word to use is "broadening" instead of "updating". I know it may seem as if there is not a lot of things Coach may fix, but when something gets sent into the repair department, the team wants to repair it to its original quality...which may seem silly or counter productive, but they truly do set their standards high. So something that's seems as simple as a zipper fix, is not truly that simple because the zipper tape that needs replacing is a seasonal color that's not carried any longer...and unfortunately, even if a customer requests a different color just so it can get repaired, they usually will not do it because it compromises the design/visual integrity of the product. Does that make sense?

I do understand, colors change, styles change even with that limited 1yr warranty. That said still left frustrated with a bag that needs repair and a bill.. a coupon is nice but it still means more financial outlay regardless, on something that i felt would be backed up so to speak for at least the year within purchase.

I always find how a company handles things when they are going wrong counts for just as much(perhaps more) than when they are selling it to you.

 

[HesitantShopper]

I thought of you when I saw the mention of the repair service!

It's good they're attempting to remedy that issue. Repair has become synonymous with " can't help you but here's a coupon".

LOL. I couldn't help myself. That's the thing, it's all great for Coach to be we are taking a new 'direction' but if there is no after market care, what is the point? i realize for some simply owning the name of a product seems to be enough, however that is not me.. there better be some meat in this sandwich otherwise it's nothing but condiments and bread.. not very filling.

 

[Marebear8]

I do understand, colors change, styles change even with that limited 1yr warranty. That said still left frustrated with a bag that needs repair and a bill.. a coupon is nice but it still means more financial outlay regardless, on something that i felt would be backed up so to speak for at least the year within purchase.

I always find how a company handles things when they are going wrong counts for just as much(perhaps more) than when they are selling it to you.

I agree...you buy something of quality, that's not exactly pocket change, so of course you expect it to hold up as well as the brand is saying it does. I get it completely.

So this is where the tricky part comes...every store has a set of policies that lays the foundation of how something should be handled. These policies are not always set rules, but sometimes that's how they come across. If I were in that situation, I would have totally empathized with the customer and worked with her to get her a new one, considering the short amount of time she had had the bag...but that doesn't always happen. It's unfortunate, but sometimes it depends on the store, the person you work with, etc...Coach does empower their employees to make their customers happy, as long as they are not completely breaking the rules.

But this is where the updated/expanded repair policies come in...it'll be more streamlined, the turn around time for repairs will be shorter, the staff will be more educated on what can and can't be repaired, and the charges will be for the actual repair not an assessment fee.

 

[HesitantShopper]

I agree...you buy something of quality, that's not exactly pocket change, so of course you expect it to hold up as well as the brand is saying it does. I get it completely.

So this is where the tricky part comes...every store has a set of policies that lays the foundation of how something should be handled. These policies are not always set rules, but sometimes that's how they come across. If I were in that situation, I would have totally empathized with the customer and worked with her to get her a new one, considering the short amount of time she had had the bag...but that doesn't always happen. It's unfortunate, but sometimes it depends on the store, the person you work with, etc...Coach does empower their employees to make their customers happy, as long as they are not completely breaking the rules.

But this is where the updated/expanded repair policies come in...it'll be more streamlined, the turn around time for repairs will be shorter, the staff will be more educated on what can and can't be repaired, and the charges will be for the actual repair not an assessment fee.

That's a good thing. If i were to make any further Coach purchases i want to know they have some 'meat' to this warranty, i still own a few newer pieces that it would apply too, so i hope for an improvement on this.

Having a good backing for their products i feel would go a long way to building customer confidence in the brand.