04 Jan '12, 7am

Profits first, customer service second for luxury brands in China

Profits first, customer service second for luxury brands in China

A pedestrian walks past a Louis Vuitton boutique in Chengdu, the capital of China's southwestern province of Sichuan on Nov 23, 2011. France's luxury manufacturer had a presence in 10 Chinese cities in 2005, today that has grown to 29. -- PHOTO: AFP BEIJING (CHINA DAILY/ ASIA NEWS NETWORK) - When the locks broke on her luxury luggage, Ms Ricky Zhang was furious. Having spent 20,000 yuan (S$4,086) on the item only a month ago, Ms Zhang wanted her purchase replaced. But the road to settlement turned out to be a long and difficult one. Ms Zhang, in her 30s, took the item back to the franchised store in Beijing, but the shopkeepers, who sold her the luggage, appeared much less enthusiastic than they were on the day she made her purchase. Snapping a photo of Ms Zhang's item, the shopkeepers told her the shop was only responsible for sales and she would have to wait until the ph...

Full article: http://www.straitstimes.com/BreakingNews/ANN/Story/STISto...

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