Fastwong
2579
That assumes boutiques were intended to compete with ADs.
Rolex and Patek at least have a level-ish playing field - they are all AD's, no brand boutiques. AP, Journe, many brands are transitioning out of ADs and going boutique only. Opposite sales retail models but at least they are committed to a strategy. Traditionally boutiques like flagships were intended as brand marketing efforts, they could be profitable, or not, but they don't usually compete directly with ADs since that's not going to be good for anyone. What Lange is doing by tiering the product assortment is one way to distinguish the ADs from the boutiques - e.g. ADs get X, boutiques get X and Y. I'm all good with this, many brands do it, and then ADs can discount X and boutiques can get customers that want Y. I'm good with that, that sounds like fair play to me.
What Lange is doing is however more half baked. By introducing the application piece process which is only valid for boutique purchases, they are kicking customers to the curb that may have a long history of Langes purchased at ADs and they are kicking ADs in the nuts because they are telling customers that AD purchases don't mean anything. That sucks. BUT the kicker is they haven't pulled the AD licenses, they want to keep them too, so customers can continue to buy at ADs, not get recognized by the brand, and the customer pain continues. They wimped out. If they were playing from a position of strength they would have followed AP and FPJ and done a cutover to a boutique only model which would have left a few customers behind but at least it would be a short term transition. Instead it feels like they are going halfsies because they want to go boutique only but aren't strong enough to do so and now have created a pretty ugly middle ground for customers and ADs with no real solution in sight.
Love Lange timepieces, seriously disappointed with their customer management
I have to say, as much as I apreciate every Lange I own, I am just heartbroken the brand grew to the extent they are now ignoring their customers. I faced an issue with ordering a Lang watch and sent a thorough email to Lange, I would expect at least a re...
I totally understand.
Got a friend who is a big collector in Taipei. He wanted a limited edition while he was visiting the Tokyo boutique. He couldn’t because he had no purchase history at any boutique. They didn’t care that he had bought many pieces from a Taipei AD, from sim...
Their boutique setup really doesn‘t fit their boutique strategy. It‘s a german brand, but there‘s less boutiques in all of Germany (2), than in Seoul or Tokio (3 each)
And the two german boutiques are at the eastern and southern border of germany. If you live in the west or the north, they‘re a weekend trip away.
Right, the whole point of having ADs is to extend local coverage. Having both ADs and Brand Boutiques but treating customers of each differently is problematic. At that point just kill all the ADs like FPJ.
Richemont wants to have it both ways at the expense of the customers.
You‘re not overreacting. I stopped buying AP for the exact same reason (didn‘t bother to write them a mail, though. Just told their boutique staff and my AD in person.)
Good thing there are so many nice brands out there.
I know a purist who sold his ALS pieces off after bad experiences.
He has a nice Mortiz Grossman, among others now. Meanwhile, FPJ has a list of my purchases from anywhere. They were very nice about it.
That's up to them!
Lange customer service wasn't satisfactory and they moved on. I don't recall the details, my apologies. I think as ALS has moved to this model of application pieces, it makes sense they would have policies to avoid this kind of negative experience. I note...
Agreed
FPJ has great customer communication practices and truly value their clientele
I couldn’t disagree more with FPJ.
I very much regret current ALS sales communication and behavior. But I never experienced a more ignorant watch brand than FPJ. They simply ignore you completely. Response, reaction or whatsoever - nada. They seem to be this “hot”, that they do not need to...
Thanks for this tip
The next boutique is quite far distance, traveling in Corona times anyhow not recommended. It is more than a day travel ... This is why I normally first contact the target shop before startling the travel. Please allow me my point of view by expecting min...
You should be angry, but not blaming ALS so much, neither the bigger boutique.
its just a bad situation - the only problem is, that your ad does not seem to get the wanted piece. When we talk about this more often, going to the Ad can become more of a strategic thing. I personally bought many watches (and Omegas) from an Ad that doe...
Nope, Lange and any other watch brand should have a centralized database of customers
In this case he cannot get a watch because his AD cannot sell it, and the other AD will not recognize his prior purchases.
But as long as there are ADs, how will lange force them to sell to a particular customer?
This is not gonna happen. So your solution would implicate, that watches should only sold via Boutique - and this would be an even worse solution (you have to travel more, no discounts)
I am not blaming ALS for the watch availability
But I do expect two things: !- Any retailer who is marketed on their site should be able to order any watch, even if the chances of getting it are close to nil. Thats how Patek dose it, no customer is totaly ignored. 2- Most importantely, a communication ...
Walk away and never look back! They should beg for your money not the other way around
I experienced the same thing not long ago, I laughed in they’re face and said goodbye! Richemont brands are trying to make themselves exclusive by copying the Rolex and Patek strategy, but sadly, have no clue how to do it right! I say hold on to your cash...
Totally agree on this reply. The issue is precisely their chasing exclusivity by trying to look like Rolex and Patek...and they don't even make an effort to conceal how artificially they are doing it.
It's a very good brand, and whoever is in charge at multiple levels, I hope will amend this strategy real soon -- there are much smarter (and more elegant) ways for ALS to be exclusive, while proudly remaining faithful to themselves ;-)
Frustrated? I would be mad as hell
What bothers me most of the entire story is the fact that the Dubai branch doesn’t award you credit for the Bahrein purchases and thus considers you “non loyal” I suspect ALS is using a franchise system which would explain why dubai doesn’t credit Bahrein...
Same situation over here in Singapore.
All my past Lange purchases from AD counted for nothing as far as the Odysseus is concerned. Had to start a new 'relationship' with the ALS Boutique over here. However, the boutique supervisor proceeded to key in and register all my past Lange purchases. ...
it happened to me as well
I purchased a langematik WG perpetual from an AD. when the L1 25th anniversary came out, I went to SG and inquired. They said only purchases made there count, so I need to buy a regular watch before being alloted 1. I asked my AD if I get alloted Odyseus ...
Not a bad reply but:
1. You misspelled Aquatimer with Aquanaut 2. Mentioning your online handle strikes me as juvenile
Thank you for the correction and observation
However I believe you meant I say “post” rather than “reply” 😄
Yes, they should've responded... but
This is similar to going to a different car dealer, in a different city, with a different ownership, and asking to cut the line on a hot car, in front of their own loyal customers, taking one of their spots, with no reason why you wouldn't return to your ...
Don‘t agree with your point to not start public shaming …
… this is exactly what should happen. The treatment of longterm customers and ADs is not acceptable. Both groups contributed significantly to make L&S what it is today and some fair appreciation should be the minimum. This brand simply turned so arrogant ...
We better get used to it
Lange is doing everything they can to force people to shop at their boutiques rather than ADs. Once at the boutique, it's pay to play. You buy one regular model, you can buy one LE. Next LE you want, you need to buy another regular model first. Certain re...
Interesting thoughts
I had always rooted for ALS, they where the under dogs in my view in high horology. Now that they are making it I miss the good old days when the connection between customer and watchmakers was tangible.
Not over reacting at all IMO. This is exactly why I was very much against the way Lange implemented this application program
At a high level it makes sense for the brand and I'm all for rewarding loyalty to a brand but the way it was implemented rewards new customers at the expense of kicking older customers in the nuts. Once Lange created tiers in their product catalog and ADs...
All of them?
We're talking about Lange now. JLC, Cartier, Panerai, all the brands other than VC and ALS have had their servicing consolidated into the same US service center so the same person who spends 90% of their time servicing sellitas and ETAs will also attempt ...
thanks for the very nice explanqtion. i initially wanted to know which brands you know choose instead of the RM brands.
but your explanation is very helpful, too!
😂 read that wrong. I'm a small business owner so my $ is going to independents. Loving my newly acquired De Bethune, will try to stick with other small brands or watchmakers.
I don't need to be treated special, just don't treat me like dirt if I try to buy a watch and I'm not on the secret vip list and if I send my watch in for service, send it back in the same or better condition.
Yeah, well my Panerai went back to Switzerland for service...
Because it had a JLC 1877 movement so I have doubts the specialized ALS movements will get serviced at the US center.
To play devil's advocate
I am currently deciding right now whether to buy a Zeitwerk Date from a boutique or an AD. Buying from an AD gets me a discount, and opportunities from their other brands. Buying from a Boutique gets me better access to the brand and brand specific perks....
i would be a new customer and am turned off
thought about and still thinking about an odysseus on rubber strap but just this behavior makes it less appealing to me.
You are not overreacting at all - many L&S collectors are upset!!!
Including myself! Your story reads very similar to mine and I also wrote an email to customer service as well as to the CEO. No answer at all - what an arrogant management. Very sad. But it’s up to us to deal with this. I still enjoy my existing L&S watch...
Well I look at it this way.......
Boutiques have always been at a disadvantage versus AD'S because they don't discount. This is now their chance to complete for our business by getting on a list for a hot watch which in turn makes up for the lack of a discount an AD will give you. It's ce...
That assumes boutiques were intended to compete with ADs.
Rolex and Patek at least have a level-ish playing field - they are all AD's, no brand boutiques. AP, Journe, many brands are transitioning out of ADs and going boutique only. Opposite sales retail models but at least they are committed to a strategy. Trad...