A. Lange & Söhne

Hi all, Interesting to see so many passionate responds about customer service at Lange over a strap. I want to share w you my personal experience w Lange. I know the brand thru the nice people here at Purist and lange fans/friends from indonesia. Their pa... 

is not with L&S but with the Richemont group! I am having a communication problem with JLC at the moment as well, about my Septantieme, sad but true. Cheers, Francois

Can you explain your statement about Richmonts being responsible and not ALS? I really would like to know the logic behind that statement. What would you do in this situation? Best Iceman

what I meant is that L&S belongs to a large luxury goods group, second largest in the world after LVMH, if I am not mistaken called Richemont so do JLC, VC, Cartier, IWC, Piaget and other brands. Lately I have had some "communication" problems with JL... 

... Iceman. You have every right to be upset in this case or cases. Not once, but twice. There may be explanation, but the wouldn't let you know. What would I do? I would stop buying new pieces and instead buying discontinued or old LE pieces instead - pr... 

Thks for your support, i just wanted to shed some light about the other side of Lange. What i hear / read about lange and the reality. All is not rosey as we are lead to belief. My AD in spore is top class and i am very happy with theiir service. Even the... 

beside the service issue, i am actually thinking about to have a zeitwerk, well.........my heart is broken too.

To be fair, i know many people who pwns Lange Zeitwerk and have no issue at all. The watch that was serviced has perform well so far. I wouldnt be afraid . I still will keep my Zeitwerk, its a real beauty. However, their AFTERSALES SERVICE should be the s... 

.... That brands that belongs to big groups have a priority in making profit. They are busy in marketing and how to sell more that focusing on what is more essential: Watches! Spending money on events, sponsoring celebreties that poses for camera's, organ... 

As much as i like to agree w you and blame Richmond group for this incident, i respectfully disagree. Lange has an image they try so hard to sell, Relationship, attention, educating customers. I have no doubt they do well at the selling part. That is why ... 

Lange should be happy to have a customer/ owner/ lover like you :-) Ken

Unfortunately, my love for the brand has ended. However, i have the utmost respect for the people who try so hard to make this brand spesial, its the the watch maker. Even thou the are not perfect in making the watch, they are close. Best Iceman.

If anyone knew a person i can get in touch with deep in Lange management to express my concern i would really appreciate it. I think the truth about what happens need to reach the rightt people in Lange in the hope that they will improve. It would be asha... 

Best, Horo

... what i meant, maybe i expressed myself wrong. Of course that the group doesn't force them to react that way. Like i said problems with watches can happen with any brand, its how you handle it that makes the difference. Even if its not directly connect... 

This story is instane. And has got me thinking? Perhaps the boom in the watch industry is catching up in terms of poor customer service? I think the watch industry was so focused on selling, increasing revenue, posting record profits (Richemont after all ... 

I think that is the situation at the moment. I just i can contribute in reminding them the customer needs to be taken care of in a respectful manner. Not only during sales, but all thru the aftersales process. Best Iceman.

Lange fixed 2 watches you sent via dealers for service, and contacted you back primarily through those dealers? Sounds like you would have preferred a more direct personal touch, but I fail to see the significant problem. My guess is that they provided to... 

When the 1st watch broke down, i suspected prematurly the watch trader sold me an inferior product. But went the second pc broke down in the same way, i concluded somthing must be wrong with manufacturing. Only after the second watch broke down, i request... 

I have read your post carefully, and with due respect it does not convince me there is a problem with Lange service or manufacturing, though I understand you had problems with your watches and communication from the factory. In my opinion, simply put, the... 

If 2 of a same model watch malfunction in the same way, there is nothing wrong with the manufacturing? If i requested an updated from lange with regards to a problem cause by lange, it is ok for lange not to reply? Are you serious? I clearly gave lange a ... 

I would maintain direct communication with your AD and Lange, and avoid venting on this forum. I have the highest confidence in Lange quality. Sorry for your pain.

I did communicate directly w Lange . They promised to update me but never did. What about this you dont understand? You obviously didnt read my post . And you obviously do not comprehend the situation. Best Iceman.

I would avoid venting on this forum. Hope you might feel better soon about this situation and Lange.

...it's your problem. But Iceman is right to share his story. If its something else that sweet comments, seems like it hurts your ears. Even making it sound like its a conspiracy, like after the "strap-gate", now this?? Mmmmm.... There must be a connectio... 

As may be no surprise, I disagree with your opinion. I see no conspiracy, but certainly an unfortunate use of this forum on more than one occasion recently. If I were the moderator, I would lock or delete this thread, and I certainly assume that you or ot... 

Since when are we not allow to speak the truth about an incident? Are we only allow to post nice comments about the brands? Are we suppose to pretend this never happen? Are we suppose to be hush hush about bad brand image in this forum...???? Hhhhhmmm....... 

there is a difference between having a right and doing what is right. Venting these complaints here regarding Lange or any other brand is not a distinguished use of this forum, but you already know my opinion, and it is fine if yours differs. Too bad the ... 

We all know which side you are on, clearly it shows your lack of understanding of what i am trying to do. But its ok. Your feelings are valid, and so are the feelings of ALL others here who differs from you. I will stop my respond to you as i can see clea... 

... you are not a moderator. We talk 90% of the time about horology and the pleasure that passion brings, but it doesn't mean that sometimes we should lock such thread. On the contrary it can bring something to the readers. More than all the "waow, nice m... 

We are all mature adults here, we can agree to disagree.... All in good faith. At least we all have somthing in common , that is the love for watch. Best Iceman

not me. And yes, I am also thankful I am not a moderator, especially when it comes to threads like this.

This is actually what this forum should not be use as .A tit for tat situation. Lets cool down. Best Iceman

...but at the same time I am intensely curious as to what would happen if you had purchased multiple $$$ watches and then encountered CS problems like this with them. Would you bottle it in? Or would you become another "whiner"? I think you have a fundame... 

It's not about empathy (or lack thereof), statistical significance, whining, or disdain. All that description and assumption is rather over the top, to say the least. It's quite simple--I don't think PuristSPro is the right place to complain about perceiv... 

Your assumtion/percieved view about what THE PURIST should be , is valid . But Valid doesnt mean you are right. It is ONLY your personal view A majority of us will disagree with you on this point and i humble ask you to respect our views too. That is why ... 

I agree with much of what you just said. You have wonderful taste in watches (including the Zeitwerk), and I always enjoy your pictures. I wish you the best in this hobby and beyond. You are right above all it is about the people. Tahoeblue (with an "e")

Thats Very gracious of you , much appreciated your kind words. I think we both can live with the quote " agree to disagree" Have a good day. Best wishes Iceman

...watches are about more than just the mechanics! I am sure you agree that fine mechanical watches are an experience . A finely made and finely finished watch, replete with complications or mechanical improvements does not just command respect from us, i... 

A bit of a generalization, no? I don't have an issue with quite frank comments directed at specific behaviors (e.g., "Apropos, I thought that your comment was poorly considered") but I do object to ad hominem remarks, particularly when directed to those w... 

However, Lange's behavior (other than offering to communicate with you personally) seems pretty much par for the course to me. I sent in my Double Split for a relatively extensive service, and was eager enough to get it back in rapid course that I wrote d... 

Thks for your insight. As i mention before, if i had ONE watch going for service, . The AD will take care of it for me. I would be happy to recieve my watch back and shut up. . this thread will never exist. You seem to forget the fact that i have 2 identi... 

to selling or service but have had with many other brands. I, like you would like to think that the brand would be as diligent in service as they are with the effort they put forth to sell their watches. But, once you have one of their pieces .... you are... 

Shortly after I purchased a ZW Striking Time, I noticed that it stopped one morning, shortly after I wound it. I hoped that was a fluke -- that it would never happen again -- so I ignored it. Several weeks later, it happened again. At that point, I decide... 

Did you recieve a service letter from Lange explaining the work done and the problem with the watch? Would really like to know more. Pls PM me if you want to share. Best Iceman.

I never received or asked for a letter from Lange. I just received the watch back through my AD, with no additional paperwork that described what was done (perhaps because this was not a routine service or repair -- there was clearly something abnormal wi... 

One of the reasons i ask to directly communicate w Lange is because the 2 watch are bought from different source but i am the owner of both. To make the communcation more straightforward and because 2 identical broken lange belongs to same owner , i thoug... 

It's a matter of expectations. You expect Lange in Germany to communicate directly with you about your watch repairs. By promising to follow up with you, Lange in Germany inappropriately colluded in making you believe this is a reasonable, realistic expec... 

Appreciate your comments and sharing your experience with me. Will take it into consideration. Best Iceman

A new mechanism like that is bound to have teething issues. Initial owners are in some part beta testers, unavoidably.

Its not a new movement, its 4 years old. I expect Lange to clear all the bugs by then. Dont you agree? Best Iceman

I thought that it would be my first step into the German fetish... but i held my ass once i heard about this problem from iceman... I hope there is some clear explanation about what's goin'on or whatsoever... Best, Alex

HEY bro ,i wont deter you from getting one bro. The zeitwerk is a work of art, a beauty. Nothing like it. Yes, ithe movement can be improve and i belief Lange will make sure of that cheers.!!!! Best Iceman

Hi Iceman Your experience with Lange really sucks and many of your points on how they can improve (besides great marketing, events, etc) on customer relations and servicing are very valid. I have also read many great reviews on their servicing before (eve... 

Thks for your support and understanding. I actually did have direct communication with lange as i explain before. A contact given to me from my AD. He is in Lange customer service. Surprised me like hell the level of service and care he shows. That is why... 

operation and customer service related to their individual watch brands. This thread made me want to relate a positive story from another Richemont brand, VC. Last year I purchased a Patrimony World Time watch and it malfunctioned 1 month after I received... 

Great to know you are well taken care of. I think all customer wants is to be treated respectfully. I know and agree that all mechanical object are not perfect. They might break down occasionally. Its how they handle the situation that makes a great diffe... 

to expect that mechanical objects will always work perfectly. It is how these companies handle their products malfunctions that truly speaks to their character as quality purveyors of luxury goods. For what these objects cost we should be taken care after... 

Iceman, it's sad to hear your story, because I'm a great fan of Lange for a number of years and have been at the receiving end of some very excellent service from Lange, both on a watch service level, and customer enquiry level. In your case I do find the... 

Thanks for taking the time to responds , really appreciate your insights. I do agree with you on some points. Yes Lange did fix my watch. I never complained about that point, but does it make it all ok ? If this was a single watch incident, i would have s... 

I was contacted by Lange Singapore yesterday. We had a productive discussion. They promise to investigate what really happened and get back to me by this Friday. Fingers crossed. I will update everyone in detail the progress. Thk you for all the support. ... 

I am meeting them on Thursday and your issue will be brought up again....I am confident that Lange will be able to produce satisfactory results. Best, Horo

You have been more than generous in your kindness to assist. Best Iceman

Don't worry Iceman. You have not been ignored since the last time I hear and saw u. And I have been following this post. See you soon. Ic3-T

Highly unlike of Lange. All the best mate Stephen

My DS came back from a repair within the warranty with a number of tiny dents in the platinum where it joins the sapphire over the dial. These are easy to spot without magnification when the light is just right. At least it is running accurately again. No... 

... told them about the problems with these two watches? I would hope that they would fix the DS case immediately, at no cost, under warranty. The PLM (which PLM model?) is out of warranty after 3 years, so I wondered how Lange handled that problem. 3 yea... 

preferring to have it all done through Wempe, their main dealer and closest associate here in Hamburg. The Richard Lange PLM is still waiting to be returned to the shop, with nobody involved having been informed. Out of warranty. I can't locate the Histor... 

I was contacted late friday afternoon by lange singapore. I was informed that my 1st malfuction watch was returned to me by the AD in germany. ( this i know already on mid febuary ....are u kidding me? ) I was also informed of the basic serviced done to t... 

Appreciate your insight and i agree that most watch service does not come with an explaination. I would like to think that my case is unique having two identical Zeitwerk broke down in similar way at short period of time. A sign that somthing is wrong wit... 

I understand your case, i really do. Lange though definitely gives top notch service amongst all the watch brands that i have had personal encounters before. Seriously we are all but human here, and to be human is to err. Of course it gives them no excuse... 

Thanks for taking the time to respond. Sorry i reply so late as i was following the auction in geneva last 3-4 days. Its been very quite here. Still wondering where are all the moderators? They are usually very active. Maybe not comfortable to take a stan... 

for my Double Split. The Service Log was hand-written, dated and signed by the Master Watchmaker in charge, then stamped with a service seal. Here are my verbatim translations from the German: Work Performed: "Complete disassembly of the movement, cleanin... 

... what Lange watchmakers typically wrote in it, and whether their comments are different (more vs. less specific) depending upon whether the work was done in Glashutte vs. elsewhere.

The reason why i ask for more info is because i have 2 identical zeitwerk malfunction at similar time span. Which leads to an assumtion somthing seriously is wrong with the zeitwerk. I later found out from very reliable source that there is indeed some pr...