A. Lange & Söhne Excellent Customer Service

TheWindingStem · 2017-09-07T20:37:00Z

TheWindingStem shares an outstanding customer service experience with A. Lange & Söhne, highlighting their commitment to customer satisfaction.

TheWindingStem

WPS member · A. Lange & Söhne forum

16 replies8111 views3 photos

TheWindingStem recounts an exceptional customer service experience with A. Lange & Söhne after purchasing a new watch with an issue. This post highlights how the brand's swift and personalized response, involving high-level management across international operations, solidified the author's loyalty.

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As some of you may already know from my previous post, i had purchased my first Lange form the NYC boutique 10 days ago and unfortunately received a piece that had some problems. Upon informing the boutique, the manager Emong who was beyond helpful during my visit offered a replacement right away without even asking me to bring the watch in for inspection. That alone was enough to satisfy me.

However, since i had flown from Toronto to NYC solely for the purpose of picking up this watch, Emong said she'd talk to the brand president to see what can be done. The very next day i received a call informing me that a new sealed piece is being shipped to Richemont Canada where someone from the company would contact me and exchange the watch. One thing to take note of here is that Lange in the US is not related to any of Lange operations in Canada- different accounts and allotments and both receive their watches straight from Germany. So, what basically happened is the brand president in the US, Silvia Juarez, managed to get Germany and the logistic teams in both countries involved to perform the replacement.

All this for a first time Lange customer who bought their "cheapest" model. I'm mind-blown.

The level of professionalism, respect and commitment i have experienced from Emong is top notch. Its nothing like I've ever experienced from any other brand- certainly not Patek. On top of that, the fact that the brand president for the US personally got involved to have the replacement delivered to me is not a cherry on top of the cake but a whole new cake. All this was done in a week.

I am a Lange loyalist for life.

Needless to say, the new piece is perfect! here are some pics:

P.S.: i've also received a new strap in honey brown and one of those gorgeous wooden, hand carved, Lange loupes the day i visited the boutique.

Key Points from the Discussion

Exceptional customer service for luxury products is crucial, and Lange consistently receives compliments, contrasting with more frequent complaints heard from Patek Philippe owners.
While acknowledging mixed experiences can occur, the overall sentiment is that A. Lange & Söhne, particularly the NYC boutique manager, deserves commendation for their exemplary handling of the situation.
The brand president for the US, Silvia Juarez, is recognized for her commitment to the brand and her personal involvement in resolving customer issues, even early in her tenure.
Other collectors corroborate the author's experience, confirming that Lange boutiques consistently provide exceptional service and uphold the brand's high standards.
This level of proactive and personalized service is identified as a key factor in building strong customer loyalty.
Despite overwhelmingly positive feedback, one user noted a delay in receiving archive extracts, indicating that while overall service is excellent, minor issues can still arise.

The Discussion

sc16

Sep 7, 2017

I can only....

speak highly of my encounters with the Lange boutique where I live. They are exceptional as well and your story does not surprise me...Lange knows what is expected and lives up to its standard (my personal experience).

cazalea

Sep 7, 2017

Congratulations- what a lucky guy

You are - and kudos to the Lange folks for making that happen quickly. Cazalea

zabreg1 Mr White

Sep 7, 2017

Very glad to read a great service story.

Good for you. I have had mixed experiences, but that was sown to the boutique, not the brand itself. As we comment on bad experiences, we also have to give praise where it is due. So kudos to ALS for handling this properly, and I thinks special props should be given to the NYC boutique manager who organized it all.

NT931

Sep 7, 2017

Super impressed! What a wonderful story abt good service [nt]

mj23

Sep 7, 2017

Congrats and kudos to Lange service!

Which Lange is next?

Alkiro1

Sep 7, 2017

Really happy for your to hear such a story. Enjoy your new timepiece

Best wishes Alkiro

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