努力寫英文信去官網的FEEDBACK反映了 希望總部能給予適當處理
English is not my first language, but I am going to try my best to describe
the whole situation that disappoint me so much about the brand of IWC which I
Iove.
Location: Taipei 101, Taiwan
Repair reference number: XXXXXXXXX
Customer repair number: XXXXXXXXX
I purchased my IWC 型號 in 2013. On March 16, I found
something weird of my watch and thought it’s about time to do the
maintenance. I went to Taipei 101 IWC boutique for the service, the
maintenance fee is not cheap I have to say. However, I trust the brand, so I
still brought it to IWC.
I DO NOT want my watch to be POLISHED, so I told the Boutique Manager Sammi
Wu about it SEVERAL times SEARIOUSLY. Moreover, I also told the lady who key
in my repair receipt about it AGAIN. Totally, more than five times I
remember. Because I concern and care it so much. And I double check my repair
receipt to make sure the special note is being put on it black and white.
I believe it is not an unique request(NO POLISHING), many people do not want
their watch to be polished. We want our watches in their original shapes. I
believe IWC as a prestigious watch maker knows it and respects it.
Today, April 10, I received a phone call from Boutique Manager Sammi Wu,
saying that she is sorry that my watch is being POLISHED. I was shocked! And
do not know what to say. Sammi Wu offered me a discount of maintenance fee,
from around NTD 26,000 to NTD 21,000. I have to say I can not accept it. Then
she asked ”What can you accept?” I really do not know what to reply, I
just want my watch back. I said I want a new one since a polished one can not
go back to original as my understanding. It is also acceptable if IWC can
change the case and bracelet which are being affected(but I remember being
told that the material is not available). Boutique Manager Sammi Wu sayed she
need to discuss internally with company.
Then about two hours later, a gentleman who is Maintenance Manager called me,
saying sorry that it’s IWC’s fault, and offering 50% discount of
maintenance fee. I can not accept and ask him to think in my shoes and my
situation, he said he totally understand, and would also be upset if he face
the same situation. After that, Free of Charge is being offered to me. I
replied that I can not accept it.
I have to say both Boutique Manager Sammi Wu and Maintenance Manager are
polite and with good attitude. But their solution is just not acceptable to
me.
I WANT MY WATCH WITHOUT POLISHING BACK. I want a new one since a polished one
can not go back to original as my understanding. Or IWC can change the new
case and new bracelet which are being affected. (but I remember being told
that the material is not available).
Dear IWC, as a prestigious, historic watch maker and brand, please tell me
what you can do to help me. I hope contacting the headquarter directly can
help me on this case. I hope IWC is a brand that can be trusted as I always
believe.
※ 引述《Wayne5 (Wayne)》之銘言：
: 題外話：
: 分享一個之前自己遇到的LV案例
: 買了個LV包，用了兩年
: 兩年之間背帶不時會掉下來 很難形容
: 總之應該是扣環的因素
: 起初並不以為意 後來久了受不了了
: 兩年後回專櫃送修 已經用了兩年喔！！
: 檢查後LV說是扣環的瑕疵
: 同款產品已經對扣環進行了修正
: 我可以換這個同款修正後的產品
: 或是換等值商品
: 這個處理方式遠遠超乎我的預期
: 其實他只要換新的扣環給我我就很滿意了
: 結果在櫃員的鼓吹下我換了另一款產品
: 櫃員說反正已經用兩年了 不如換換口味
: 也剛好有喜歡的產品 就這樣換了
: 真心覺得LV在這方面真的超屌
: 之後都會向朋友推薦
: update 4/10 5pm:
: 最初業務說減免5K保養費
: 剛剛維修部(應該是主管)打來說可以保養費半價
: 我再度重申我的立場
: 之後又加碼說此次保養免費
: 我依網友推文的建議說那能否換殼/換錶帶 (反正換有影響的部分)
: 維修部主管給我的感覺是滿腦疑問
: 先說是聽不太懂我的意思，後來大概懂了
: 說，他那邊沒有料，不然就要送回歐洲原廠看原廠怎麼處理
: 我問，那要多久，他說不知道，shipment可能要很久時間
: 最後我就跟他說就還是回業務端系統處理吧
: 我也不想重複的話再講第二次
: 對方態度良好 也誠懇承認疏失
: 也表示理解我的立場 如果他是我也會很生氣
: 但FOC(應該是free of charge)是他的權限能做的最大限度了
: 以上更新狀況
: 手錶保養 要求不要拋光 結果被通知已拋光
: 前幾天接到了這個令我相當生氣、難過的消息
: 先不講品牌 只能說算是中高端到高端的品牌 101有專櫃
: 拿錶去101專櫃保養，因我希望保有錶的原型，一而再再而三的要求”不要拋光”
: 講了至少三次以上，而且跟兩個不同人講，維修保養單上也有註記
: 我想這不是什麼特殊的要求，相信很多手錶愛好者甚至玩家都有這樣的需求
: 希望保有手錶原本的形體
: 而且”拋光”這個動作是不可逆的 我的愛錶要怎麼辦
: 接到業務來電，跟我道歉，並說可以減收保養費用數千，問我能否接受?
: 我當然不能接受
: 業務問我怎樣能接受，我說因為拋光是不可逆的，那就換一支錶給我
: 他可能覺得我的要求很過分，有笑了一下，說，這支錶停產了
: 然後又說，這是維修部的問題，坦白講就算有庫存也不可能換給我
: 公司政策不允許
: 我說公司政策是你家的事
: 今天我相信原廠，花高昂的費用去原廠維修，講了多次不要拋光 也有白紙黑字維修單
: 今天維修的不好，比如說不准之類的，我也只能摸摸鼻子拿回給原廠重修
: 畢竟還是能處理的 但拋光不是啊 拋下去就沒了
: 最後業務說他再幫我向維修部爭取看看維修費用的減免能否更多 可能就再多幾千吧
: 我跟他說這不是我要的
: 他反問我那我想要怎樣 就陷入鬼打牆了
: 最後就是一般協商的老劇本，業務說再跟公司討論看看
: 坦白講，這個業務也是無辜，其實他該做的都做了，是維修部出包，自己也是業務，所
以
: 也是盡量心平氣和的跟他講，跟他說如果自己不能處理就往上報啊
: 請問各位先進/前輩 我該如何保障自己的權益
: 真的滿難過的 難道我們買家就只能這樣接受嗎? 不應該是這樣吧?