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  1. #1
    Rising Bag Star archie42's Avatar
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    Default LETTER OF COMPLAINT TO CARTIER

    April 27, 2009

    The Service Manager
    Cartier
    43 Castleragh Street
    SYDNEY NSW 2000

    Dear Sir/Madam,

    Re:- Cartier Tank Clock Repair invoice 8513364

    I wish to complain about a recent repair of a Cartier Tank Clock..

    Whilst I have enjoyed excellent service from Michael Elk and the team at Cartier Gold Coast I am sorry to report that a recent repair really leaves me upset.

    My clock has been returned with the following faults:-
    1) A loose screw was left inside my clock this is just plain poor and sloppy.
    2) The rear plate does not seem to fit as originally intended.
    3) The legs do not sit properly.
    4) The legs (as not fitted correctly) do not allow the legs to stop in the correct position
    5) The legs scrap on 1 side of the fitting

    Please advise how you intend to correct these faults.

    I believe the real issue is that you have gone to a new type of movement which was not designed for this particular clock. You need to really pay attention to these details as this is the very reason for me choosing Cartier in the first place.

    I believe this clock was originally about $800- when new. This was at the same time that a Mercedes Benz 230E could be purchased for around $30,000 ! Today a Mercedes E240 is around the $90,000 mark.

    I am really disappointed in the standard of work achieved. The only words I can use to describe it is SHODDY and POOR.

    Kind regards,








  2. #2
    A little eccentric warhols__muse's Avatar
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    Default Re: LETTER OF COMPLAINT TO CARTIER

    That is incredibly sloppy, especially the loose screw, how could someone miss that?
    If love is the answer, what is the question?

  3. #3
    Is Back BagDiva's Avatar
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    Default Re: LETTER OF COMPLAINT TO CARTIER

    Quote Originally Posted by archie42 View Post

    I believe this clock was originally about $800- when new. This was at the same time that a Mercedes Benz 230E could be purchased for around $30,000 ! Today a Mercedes E240 is around the $90,000 mark.
    Bad services experiences suck, but I doubt they really care that 2 totally different cars costs different prices.
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  4. #4
    bag fan TexLatina's Avatar
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    Default Re: LETTER OF COMPLAINT TO CARTIER

    I wonder if they outsource their service to a third party (most likely).

  5. #5
    Official Bagista Sammy's Avatar
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    Default Re: LETTER OF COMPLAINT TO CARTIER

    I hope they resolve this quickly Archie. I can't believe they would be so careless with the repair.

  6. #6
    \(^.^)/ Jennifer's Avatar
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    Default Re: LETTER OF COMPLAINT TO CARTIER

    I'm in shock. I can't believe that's how they sent it back to you.. Did you take before pictures?

  7. #7
    Rising Bag Star archie42's Avatar
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    Default Re: LETTER OF COMPLAINT TO CARTIER

    To BagDiva.... the 80s mercedes would be a W123 not a W124 !

    Prices are AUSTRALIAN market prices..... Australia traditionally is very expensive for cars!

    I had a BMW 3181i E30 in 1991 (last of the series before the E36 came out) and I bought it new at a reduced price...... AU$37,244-
    And that was 1991 and I was about to turn 19.

    Kind regards,
    Last edited by archie42; April 27th, 2009 at 02:07 PM.

  8. #8
    Rising Bag Star archie42's Avatar
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    Default THE BEFORE PHOTOS....

    These are the before photos.
    You will notice the movement back is different. This is because Cartier changes the movement over in a repair/service. NOTHING WRONG with that provided the replacement movement FITS!!!! Otherwise they are botching up a service!

    I actually prefer the new movement as it uses a standard battery compared to the old movement's proprietory Cartier Battery (at $60 a pop).

    I am just upset the clock is not as good as before.

    I am sure Cartier will put this right.... however one does not feel they should have had an issue in the first place.











  9. #9
    Is Back BagDiva's Avatar
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    Default Re: LETTER OF COMPLAINT TO CARTIER

    Quote Originally Posted by archie42 View Post
    To BagDiva.... the 80s mercedes would be a W123 not a W124 !

    Prices are AUSTRALIAN market prices..... Australia traditionally is very expensive for cars!

    I had a BMW 3181i E30 in 1991 (last of the series before the E36 came out) and I bought it new at a reduced price...... AU$37,244-
    And that was 1991 and I was about to turn 19.

    Kind regards,
    Ok, that's all well and good, but still.... why would they care about the price of cars or what you have owned when it comes to clock repair. You missed my point all together.

    You sure like name dropping I see. But anyway, good luck on your quest for good customer service.
    FALL IS HERE

  10. #10
    Rising Bag Star archie42's Avatar
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    Default Re: LETTER OF COMPLAINT TO CARTIER

    I faxed the above letter to Cartier on Monday afternoon (Australian time).... yet I have not received a response....

    How long should I wait before I ring them?

  11. #11
    \(^.^)/ Jennifer's Avatar
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    Default Re: LETTER OF COMPLAINT TO CARTIER

    I would have called them the moment you received it back ...

  12. #12
    Rising Bag Star archie42's Avatar
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    Default Re: LETTER OF COMPLAINT TO CARTIER

    The service manager from richemont group rang me yesterday and requested me to email the pics of the clock - before and after.

    She said she wont be back till Wednesday next week. I said that is fine. I would prefer you took your time.

    I will report back the results.

  13. #13
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    Default Re: LETTER OF COMPLAINT TO CARTIER

    They're asking for pictures - that sounds promising!

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