STYLETHREAD -- LET'S TALK SHOP!

nicoley · Coach

Is this fair? Coach product problem..*Final conclusion*

wicked · Coach

RE: Is this fair? Coach product problem..

jj · Kate Spade

Are they going to fix the bag and give you 50% off of a new purchase?

If yes, then i think that's fair. Once your backback is fixed (for free), it will be as good as new, and you'll be able to get something new for a huge discount.

Hermione · Kate Spade

i guess they're NOT fixing it, which is the prob.

Nicoley, ask them why they're not fixing it ... they're just saying it's impossible?

if that's the case ... I guess they should be replacing it with a same or similar item. Did you save the receipt by any chance?

i just looked at this on the site:

"Coach products are made to ensure satisfaction and service for the natural life of the product. If, during its lifetime, your item should require repair, we offer a repair service for many of our products. There is a $20 shipping & handling charge for each item submitted for repair."

I would quote that to them, and say that it is not unreasonable for you to expect that the natural life of a backpack is only one or two years ... and that you are completely unsatisfied with their attempts at remedy. If they continue to say that they are not able to replace or fix the item, you want at least 75% off something new, which is more than reasonable, considering you really shouldn't have any out-of-pocket expense b/c the quality of their product was shoddy.

lynnie · Chanel

what part of the zipper is broken? sometimes coach can't fix things to their standards, even if its actually fixable somewhere else. Maybe they can pay for that cost somewhere else? is there anything you'd want at coach for 50% off or is that a totally useless offer? maybe you can ask to buy something at cost? not sure what that is for coach.

nicoley · Coach

That is the problem, They are NOT fixing it! They said they aren't able to because the zipper is damaged and they would have to restich the whole zipper or something, so the letter from them quotes "the craftsman at Coach can not fix this to Coach standards" so the Customer service lady tells me that they will reimburse me up to 30 dollars to go and have it fixed myself!!! I was livid when they told me this.

And I continued to complain and ask them why there wasn't anything else they could do for me, and they said that was all... and I told them, why would i ever want to buy a coach product again, if it may only last 3 years and Im paying 300 dollars for something. I continued to tell them that im unhappy, but they just continued to say thats all they can do.

Oh and also, they tried looking for a bookbag to replace the one I have, but unfortunately coach doesn't really make bookbags any more, and every one they had in their outlets was sold out so i guess they figure there is nothing they can replace my bag with.

Where do I go from here?

P.S. There is nothing at all I want from coach really, im not a big coach fan because everyone in my classes has them, the only bag I would want is the new leather vintage tote bag in the new spring catalog, the one you were eyeing up lynnie. But even with 50 percent off it would still be 300 and is not somethin im willing to pay for a coach.

-- Edited by nicoley013 at 11:27, 2005-12-29

-- Edited by nicoley013 at 11:29, 2005-12-29

Elle · Hermes

IMO they should replace your bag with a new one if it can't be repaired. Asking you to to buy another bag, even at 50% off, because they can't fix your current one is BS. What's to say the next one won't do the same thing and be unfixable too? They need to stand behind the quality of their products by replacing a defective item with a new, non-defective item.

I say stand your ground.

NCshopper · Hermes

It sounds to me that you've been dealing with people that aren't in a position to make a decision. You're probably calling a call center, in which case, ask to speak to a supervisor. If a supervisor doesn't bend, ask to speak to their supervisor, etc, etc until the issue is solved to your satisfaction. Even if it means calling someone at their corporate headquarters.

If they give their products a lifetime guarantee, they should uphold that. Giving you 40% off a new product isn't satisfactory, and neither is 50% off, and it's especially ridiculous now that they don't make bookbags.

FWIW, I've also had a so-so experience with Coach. My Coach watch battery died and the little metal clasp to the watch had also broken. I sent it off to them and was charged $40 f*ing dollars to have them change the battery!!! They said the watch repair would be an additional $7 or something like that. Anyway, the watch came back and literally less than an hour after I put it on, it fell off because they hadn't fixed the clasp. I was livid. But I kept dealing with the same lady at the Coach store and she felt bad that they charged me $40 for the battery replacement, so she didn't charge me for the second time they fixed the clasp.

I think it's really all about dealing with the right person and it sounds to me like you have been talking to people that don't have the authority to make an independent decision.

jj · Kate Spade

Ok, I'm an idiot - I misread it that they WOULD fix it. Since the answer is no, NO THAT'S NOT FAIR! I would be hopping mad. They should offer to replace it with something similar or in the same price range as your original bag.

-- Edited by jj at 14:37, 2005-12-29

nicoley · Coach

Ok.. SO i just called Coach again, and they said there is nothing they can do, the girl i spoke with asked her supervisor, and they said No that is all they are willing to do.

I quoted the guarentee from the website, and they said well this bag was made in 2000 and the life of a product only lasts so long, and unfortunately maybe this is all the life your product had. and they continually say they will reimburse to repair, because coach can't repair to their standards.

I am so mad right now, so i said can i speak to the supervisor, and she said she is in meetings right now, and will return my call in 24 to 48 hours.

Errrr.... Frustrated!

Hermione · Kate Spade

RE: Is this fair? Coach product problem..*updated*

NCshopper · Hermes

I think you should call back and ask to speak to another supervisor. In my experience, whenever anyone has said they were going to call back, whether it be a computer issue, a service issue, or whatever, no one ever has. I seriously doubt this person will call you back. They're probably just trying to get you off the phone and get you not to call for 24 hours hoping that you'll forget about it. I'd call back and talk to someone else.

And yes, 5 years is ridiculous. Coach products are supposed to last far longer than that!!!

nicoley · Coach

RE: Is this fair? Coach product problem..*2nd update*again

nicoley · Coach

RE: Is this fair? Coach product problem..*updated*

Hermione · Kate Spade

Well, it depends on how mad you are. I don't buy the "I'm the highest supervisor" stuff. There's always someone higher, until you talk to the president.

Get his name and call back later ... ask who the name of the most senior supervisor is.

Don't have them pull up your info first ...

also tell mention when you do start talking about your specific case that you were not notified that only certain items are expected to hold up to coach's standard of quality, and that zippers were not one of these things. tell them that you will be much more aware of this in the future when debating whether or not to buy a coach item.

If you are tired of arguing it, go ahead and take the $150, but IMO, $150 is not that much at coach and it's not really going to help you that much.

I am furious for you!

JoceyBaby23 · Gucci

nicoley013 wrote:

He did also say, that he could convert the 50% into 150 dollar gift certificate. But i continued to complain, because I dont feel like 150 dollars comes close to refunding my 300 dollar bookbag, should i just take the 150 dollar gift certificate and be done with it?

Depends what you want to do with it. If you want a bag for $200, then take the $150. better deal.

Or if you want to get the Vintage Tote (with me) :) then keep the 50% because that is the better deal then.

What is your instinct telling you?

nicoley · Coach

In all honesty, I will never pay even 100 dollars for a coach product again.... even though im in love with the vintage tote that is 600, i still can't see a coach product being worth that amount of money, even with the 50%.... but there is Nothing else I want from coach, unless i just get a wristlet or something????

But I really am sick of calling and arguing, its not really in my nature... and I have like a million other things to do other than argue with them.

Still super mad though :( Very disappointed...

Tati · Chanel

nicoley013 wrote:

still can't see a coach product being worth that amount of money, even with the 50%.... but there is Nothing else I want from coach, unless i just get a wristlet or something????

im so sorry, i'd be frustrated and so upset too if i were you!

how about some sunglasses?

HeatherLynn · Gucci

I would call the corporate office. I'm sure the number is somewhere. I would say you have spoke with customer service and have been unsatisfied with their service and need to an issue resolved before you take this to the paper (or internet or whatever- just use it as a threat, besides you could write an editorial and lots of papers love stories like this). I wouldn't give up!! Keep pushing!!

theotherjess · Chanel

Honestly, I would keep raising hell. Maybe tell them your sister is a reporter for a fashion mag who would love to write up something about their poor customer service

? I would never actually do that myself, but it seems like you've tried pretty much everything else. That is ridiculous to interpret that "lifetime guarantee" means the lifetime of the bag, not the consumer. Hellooooo, that pretty much just means "when the bag "dies" it has lasted its lifetime, so tough sh*t". Keep calling.