台灣Swarovski 一流的價錢 二流的服務?? (4/4) - CK

※ [本文轉錄自 fashion 看板]

作者: MarianYang (Trust NO.1)
標題: 台灣Swarovski 一流的價錢 二流的服務?? (4/4)
時間: Sun Feb 17 21:46:05 2008


(抱怨信1)

收件人 [email protected]
日期 2008/2/14 1:26
主旨 Complaint about Swarovski in Taiwan

Dear Swarovski:

I am a customer from Taiwan, and really adore your products and
design! However, your service in Taiwan really disappointed me and
made me mad! It really sucks!

Last year when traveling to Hong Kong, I bought a Swarovski watch
to my mom as a birthday present in August, 2007. It's name is Florida
Violet.

The retailer claimed the watch is under international warranty,
covering manufacturing and material defects for a period of 2 years.
So I bought it, believing that I can get my deserved warranty in
Taiwan if the watch has defects. It is exactly a beautiful watch, and
my mom loves it very much. She only wears it in special occasions,
like weddings and banquets.

Unfortunately, there are some problems with the watch after she
wore it several times. She couldn't close the crystal lid. We guess it
might have something to do with the spring. We sent it to Taiwan Sales
Office to get repaired. At first, Taiwan Sales Office told me that
they couldn't fix the watch and had to send it back to Hong Kong,
which took about a month. And in the middle of January, they told me
the repair would cost me NT. 2600 dollars (about €. 55 dollars). They
claimed that the crystal lid is a part of the watchband, the
expendable that the warranty won't cover. They even implied that the
repair expense could be arranged if I bought the watch in Taiwan.
I can't understand: the Swarovski website has clearly stated that I
can get my international warranty for a period of 2 years, no matter
where I bought Swarovski products. Why can't I get my deserved service
and free warranty in Taiwan? Does it symbolize that international
warranty doesn't work in Taiwan? It is unreasonable!

In addition, I asked Taiwan Sales Office to send the watch repair
report as well as the quotation to me, so that I can confirm if the
watch inspection was undertaken in Hong Kong. However, Taiwan Sales
Office used so many excuses to explain the "complexity" of the process
and refused to provide. I don't get it: if Swarovski in Taiwan cannot
provide me of the official report or the quotation, where does the
repair expense come from?

I am really tired of calling Taiwan Sales Office again and again
because I am sick of their passive and irresponsible attitude. And by
the way, Taiwan Sales Office has completely and successfully ruined
your brand image. My mom only wore this watch for 4 months, not over
10 times, and Taiwan Sales Office charged me of NT. 2600 for repair
expense. I also feel guilty to my mom because this watch is no
longer a wonderful birthday present. Instead, it has become a
disaster.

I sincerely hope that Swarovski, Liechtenstein can protect my
rights and personal interests because Taiwan office tries their best
to ignore our request. We strongly believe that we deserve a direct
explanation and response from Taiwan Sales Office manager, not from
the customer service. Also, we require a free warranty for watch
repair.

I am so sorry for your inconvenience. Your help on this matter
will be highly appreciated! Thank you and have a nice day!

P.S.: Attached are the picture of the watch "Florida Violet" and the
copy of the repair form. The arrow points out the spring problem I
mentioned above.



(抱怨信2)

收件人 [email protected]
日期 2008/2/15 12:26
主旨 Follow-up of Taiwan Swarovski- International Warranty


Dear Swarovski:

Thank you so much for your help and quick response! Your help on
this matter is highly appreciated!

One of Taiwan Sales Office staff, Miss Kao, claiming herself as
the representative of Taiwan Swarovskihas contacted me. Yet her

statement was completely different from the response I got before from
their costumer service. For example, the custumer service said the
crystal lid is a part of the watchband, which the warranty doesn't
cover, but Miss Kao denied having made this statement.

In addition, before my complaint letter, Taiwan's Swarovski claimed
the repair expense of my watch was required and indisputable.
However, after your response, they changed their statement:
Miss Kao explained the watch inspection would take a long time to
determine whether our case is a manufacturing and material defect.
Therefore, she said for "good will," Taiwan's Swarovski will not
charge us for the repair, on condition that we keep this case
confidential as it's an "exceptional case".

We couldn't help but wonder: Does it mean that Swarovski
International Warranty is only valid for "exceptional cases"? How
many customers have been cheated before by their policy of
"confidential warranty"?? I thought Swarovski "QUARANTEES" full
warranty covering manufacturing and material defects, as I was told
when purchasing my product, not certain "exceptional case"!!! I
believe Miss kao's statement contradicts to Swarovski'swarranty
policy.

When charged of the repair fee, we have also asked Miss Kao to send
us the repair report or the quotation. She refused to fax it,
claiming the repair report as classified. I can't help wondering: why
can't a customer examine the official report or the quotaion of his or
her own product, if the charge is legitimate as well as reasonable? If
Taiwan sales office cannot provide an official Swarovski document, how
can they decide the amount of charge? Is it possible that Taiwan sales
office lie to us about the quotation? Or there is no quotation or
repair report? I hate to say that, but to me, the statement made by
Miss Kao, the representative of Taiwan Swarovski, seems like a
deception to customers.

It seems that my mom's watch is not the only case in Taiwan.
Some friends of mine also have similar problems with international
warranty. I also googled a case published on Taiwan's magazine. I
have to say, as a Taiwanese, I am really humiliated and ashamed of
Taiwan Swarovski' service because they neither show respect to
customers, nor feel ashamed of their dishonesty.

Here are my requests:

(1) The repair of my watch has nothing to do with the "Good Will:"
my watch is under the international warranty for a period of 2 years,
not an exceptional case. And we customers do not have to make the
service confidential.

(2) The official apology letter from the manager of Taiwan
Swarovski. Of course, for the record.
hank you so much for your support and help!

Note: We would like to thank Miss Hsu(TEL:28876559), the consumer
service from Hong Kong Swarovski, who gave us great support on this
matter, not only making lots of phone calls to us, but also supervisng
Taiwan's office. We believe she deserves a credit.


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