^^^ I think you get all sorts of SAs and 'rules' regardless of the brand, unfortunately.
Case in point - took Birkin to Hermes (not purchased from this store) to enquire about having it spa'ed and the SA just said "sure, we'll send it off to London whenever you are ready". No questions asked.
By comparison, rang the new Chanel concession that opened here last week about having a bag repaired. The SA asked me where I got it from and then said I could bring it in. I brought it in, after ignoring us for a while another SA asked where I got it from and then said I'll have to either get to London or post the bag to a boutique myself and they couldn't do it for me because they were a concession. Why they couldn't tell me that over the phone I don't know ush: In the end Mr L was starting to whinge about the bad service so I had to promise him we'll go to Hermes next to restore his faith in good service.
Case in point - took Birkin to Hermes (not purchased from this store) to enquire about having it spa'ed and the SA just said "sure, we'll send it off to London whenever you are ready". No questions asked.
By comparison, rang the new Chanel concession that opened here last week about having a bag repaired. The SA asked me where I got it from and then said I could bring it in. I brought it in, after ignoring us for a while another SA asked where I got it from and then said I'll have to either get to London or post the bag to a boutique myself and they couldn't do it for me because they were a concession. Why they couldn't tell me that over the phone I don't know ush: In the end Mr L was starting to whinge about the bad service so I had to promise him we'll go to Hermes next to restore his faith in good service.