A Lange & Sohne steps up to the plate…

[PJ S]

and knocks it out of the park!

http://www.watchprosite.com/a.-lange...741.9000986/0/

Rather than provide an overview, it’s better to just read the OP’s words in their entirety.

[themast]

Excellent customer service. In retrospective, should one expect anything less when buying an exclusive and expensive item?

[KarlS]

Brand has so much going for it...nice movement, double assembled as well...resale just kills it...

.I was fortunate to try on the tourbograph and the terra Luna again this week but still can't read the sub dials on the tourbograph and the thickness on the TL is just too much.

One day I will find the right one!!

[PJ S]

Originally Posted by themast

Excellent customer service. In retrospective, should one expect anything less when buying an exclusive and expensive item?

You’d think it should be the norm, but obviously it goes well beyond what the OP has previously experienced or knowledge of.
Most brands typically offer to sort it out under warranty, some with a policy that those repairs are prioritised in order to provide a quicker turnaround time.

[TG3N]

Superb service from Lange, and yet another reason to admire them.

It’s insightful that the buyer appreciated that level of customer service all the more so despite having, in their words, “bought their "cheapest" model” – one of the aspects of Lange that I appreciate the most is that even their lower-priced models appear to benefit from the exact same top-notch level of finishing & build as their more expensive models. Other brands might be tempted to leave out certain details, or introduce arbitrary differentiators, but with Lange you still get those hand-carved balance cocks etc. Proper order.

[PJ S]

^
It’s a basic Lange policy – finishing is the same irrespective of where the model lies within their price spectrum.

[TG3N]

Yep, I'm aware of that - just remarking that it's not the norm, and something for which Lange should be praised. If I ever buy a Lange, it'll of course be for that superb finishing, so it's to their credit that there's no such thing as an 'entry level' in that aspect (of course you can add umpteen complications and parts on top, but the basic foundation plate finishing, polishing & attention to detail is the same).

[martinr]

I wonder what was wrong with the first one he received. Nice of them to do the exchange rather than a fix.

[mps354]

Incredible service

[MJaber]

Hello,

i am the original poster- My experience with Lange should be the norm with other brands but unfortunately it is not. Ive never experienced that from Rolex or PP. Two brands i purchased a watch from with a problem that was not sorted out promptly or professionally. The fact that Lange didn't even request to see the piece prior to offering any resolution is superb. shows another level of respect and trust they have in their customers.

There's something about buying a brand new sealed watch with a problem-It takes away from the experience and the watch will always feel "lesser" even after a fix. What Emong, the boutique manager, and the brand president did is make sure i was not robbed of the joy of owning a brand new carefully crafted timepiece. This means a lot.

[MJaber]

Originally Posted by martinr

I wonder what was wrong with the first one he received. Nice of them to do the exchange rather than a fix.

the first one had some sort of a debris or dust under the logo and a smudge on the crown wheel.

[martinr]

Thanks for the answer and I agree with your sentiments on buying sealed and having a problem, even after the fix you always wonder if it's right, so getting another new watch is the best solution.

[Peterandwatches]

Great watch - hopefully one day, I'll be able to add one too.

[conkers]

Great service! The Dato Perp Tourbillon is singing to me still even though I can't read it properly.

[s14roller]

Had an incredible experience the last time at the NYC boutique. Big fan of their watches.

[toucan]

I was at ALS NYC today. Great customer service. The salesman unsealed a watch for me just to try on. He knew I wasn't buying today.
Looking forward to seeing the 1815 Chrono when they receive one.

[KarlS]

Originally Posted by conkers

Great service! The Dato Perp Tourbillon is singing to me still even though I can't read it properly.

Roger I tried it on this week....still can't read the subdials!!!

[tng11]

Wow, what a concept, great customer service from a watch brand that costs tens of thousands of dollars! And here I was thinking that waiting months to service watches that are defective out of the factory was acceptable (I'm looking at you Patek and AP).

It's stories like these that just continue to elevate my respect for Lange. I just checked out the Datograph Up/Down today and I was absolutely floored with the level of engineering, design, depth and quality that it reflects. I was very fortunate to have a patient sales rep let me handle and inspect it for more than an hour!

[KarlS]

Without appearing to be malicious I think the sales person was appreciative of the company. I seldom see anyone else in an ALS boutique when I have visited and that includes HK, Dubai, KWT, MIA, WoS Regent Street and more often than not Harrods!!!

[KBM]

Very impressive CS. Even more so in light of the nature of the flaws the watch presented. This would be the kind of issue other brands would certainly offer a fix for, instead of a proper replacement.

[rossi46]

Originally Posted by toucan

I was at ALS NYC today. Great customer service. The salesman unsealed a watch for me just to try on. He knew I wasn't buying today.
Looking forward to seeing the 1815 Chrono when they receive one.

Was it Ronaldo? I've been in there a couple times and he's great. Even stayed well past their posted hours to show me a few different pieces. Same as your experience - he happily unsealed a Saxonia Annual Calendar.

I'm dying to see the new black-dialed 1815 Chrono, too! Please post pics here if you get your eyes on it.