**updated resolution** My (potential) breakup with Dior

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#61
TraceySH said:
*****UPDATE****

I received a call from the regional manager who oversees Dior in dept stores in the NE. She couldn’t have been nicer and more apologetic. She has seen this thread, and was/is aware of what transpired.

She most certainly agreed the situation was mishandled, and was disappointed it escalated to this without her knowing about it. She didn’t defend or excuse, quite the opposite

She provided me with her direct contact for any future issues & said they are sending me a replacement ASAP.

Not quite sure how she found out about this post, but grateful to you guys out there for your support and suggestions. I am also grateful that we do have this site & it does provide credible visibility when something goes awry.

I am glad Dior is still …. Dior… and this was a “one off”.

:heart:
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What a relief! So glad they handled this the correct way!
 
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#63
TraceySH said:
I do not know why this SM is emotionally invested in digging his heels in/ losing a client over THIS,
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Exactly! He seems to have been the problem in this case. Maybe he had to deal with a situation where a customer once damaged a bag and tried to pin it on Dior's quality, but he can't treat all cases of a damaged bag this way. I've heard of different people irritating clients this way because they have found a job elsewhere and think that this is their chance to say stuff like this without repercussions during their final days with the company. Not sure if this is the case.

3threebabies said:
I have wondered if SM remuneration (especially bonus) is related to net profit. In that case, any credit for damage would directly affect his paycheck. I have never heard of retail managers being paid off net profit, but automotive GMs are almost exclusively paid this way.
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At Dior, corporate looks at sales numbers by boutique and region. They want clients to exchange for something more expensive instead of returning, because if there are too many returns, then corporate investigates to see what is wrong, and the manager has to explain the situation. I don't think their pay is affected.

TraceySH said:
*****UPDATE****

I received a call from the regional manager who oversees Dior in dept stores in the NE. She couldn’t have been nicer and more apologetic. She has seen this thread, and was/is aware of what transpired.

She most certainly agreed the situation was mishandled, and was disappointed it escalated to this without her knowing about it. She didn’t defend or excuse, quite the opposite

She provided me with her direct contact for any future issues & said they are sending me a replacement ASAP.

Not quite sure how she found out about this post, but grateful to you guys out there for your support and suggestions. I am also grateful that we do have this site & it does provide credible visibility when something goes awry.

I am glad Dior is still …. Dior… and this was a “one off”.

:heart:
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I'm glad there is a nice resolution to this!
 
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#66
averagejoe said:
Exactly! He seems to have been the problem in this case. Maybe he had to deal with a situation where a customer once damaged a bag and tried to pin it on Dior's quality, but he can't treat all cases of a damaged bag this way. I've heard of different people irritating clients this way because they have found a job elsewhere and think that this is their chance to say stuff like this without repercussions during their final days with the company. Not sure if this is the case.



At Dior, corporate looks at sales numbers by boutique and region. They want clients to exchange for something more expensive instead of returning, because if there are too many returns, then corporate investigates to see what is wrong, and the manager has to explain the situation. I don't think their pay is affected.


I'm glad there is a nice resolution to this!
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Very glad @averagejoe. I don't usually ever post something negative unless it's a pretty big deal/ warranted (rare).
 
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#68
I’m so glad there is resolution for you! I was honestly shocked by this thread and even more shocked there wasn’t intervention by a regional manager sooner.
It’s surprising that this wasn’t out on their radar considering all the different avenues you pursued.

Your patronage aside, it is just the right thing to do to replace the bag for you. I’m still in shock about the comments by the store manager, it’s client service 101.
 
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#73
hightea_xx said:
I’m so glad there is resolution for you! I was honestly shocked by this thread and even more shocked there wasn’t intervention by a regional manager sooner.
It’s surprising that this wasn’t out on their radar considering all the different avenues you pursued.

Your patronage aside, it is just the right thing to do to replace the bag for you. I’m still in shock about the comments by the store manager, it’s client service 101.
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ITA. Not sure how this person managed to get into that position in the first place AND that he didn't even TRY to escalate up the food chain to see if there was some sort of assistance or avenue to take the high road on the customer service front. It was the strangest thing, being on that call, at the other end of someone clearly enjoying the power tripping & right sizing.
 
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#74
hightea_xx said:
I’m so glad there is resolution for you! I was honestly shocked by this thread and even more shocked there wasn’t intervention by a regional manager sooner.
It’s surprising that this wasn’t out on their radar considering all the different avenues you pursued.

Your patronage aside, it is just the right thing to do to replace the bag for you. I’m still in shock about the comments by the store manager, it’s client service 101.
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Could not agree more.

When I opened this thread and saw that you were the OP, @TraceySH, I could not believe it! You are the caro queen of tpf, and the inspiration for my new caro! I am so sorry that you had to go through all this. The way you were treated by the store manager is reprehensible, and as high tea put it, blatant disregard for customer service 101. Combine that with your purchase history - it’s unbelievable that it got this far. However, I’m SO glad to hear that Dior finally got to the right answer. I hope that the replacement is perfect, and that it brings you many, many years of sturdy, rip-free use.
 
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#75
TraceySH said:
ITA. Not sure how this person managed to get into that position in the first place AND that he didn't even TRY to escalate up the food chain to see if there was some sort of assistance or avenue to take the high road on the customer service front. It was the strangest thing, being on that call, at the other end of someone clearly enjoying the power tripping & right sizing.
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There will no doubt be many conversations and official HR paperwork to remind SM of how his voice sounded in your head and his lack of adequate response:) It is never good when one’s supervisor learns that one completely botched any customer interaction much less in your particular situation and with a forum of listeners. I hope your are able to use your new bag with joy.
 
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