Customer Service issues on Spectre clothing
CRB
Posts: 483MI6 Agent
Matt S wrote:I've heard that some high-end companies employ a strategy to treat the customers poorly to make them think the company is better than they are, and then the customer will want to purchase from them because they will think so highly of the company because they think low of themselves. That method works for people like CRB, no offence intended to CRB.
The bottom line, and it's hard to swallow, is that they don't need you, so to some extent you are spot on. There is a worldwide populous out there who will buy it for what it is, and an even bigger bonus for the Bond connection. I personally didn't like the jacket so sent it back (although the leather nubuck one has caught my eye ...). I run my own business and I treat my customers with complete respect - I have to do that as I'm not Matchless/John Varvatos/Tom Ford. His response (and I doubt it was directly from MM anyhow), was intended as a poorly disguised joke, not to be taken literally - and, honestly, I don't blame them after the thrashing of his brand in the video.
So anyway, apart from your personal insult (
) I agree with you. This discussion has been closed.
Comments
They don't need buying customers? That is the dumbest thing I've read today
So, yes... they do need us.
another tip: people don't have to be sogned members to have access to the informations of this forum. clearly you weren't around at the Moncler-affair earlier this year.
You underestimate the power of this forum and the power of Google search results. I don't even know why you stick around here since you have little respect for the people here.
Secondly, I cant really explain this any further. If you really think the power of this forum, Google, whatever is enough to make a luxury brand change it's attitude on customer service, then you have my sympathies.
Of course any CEO or brand has the freedom to decide for themselves who they think are the "important" or "unimportant" customers. But I seldom see a legitimate reason for poor customer service; it just doesn't cost much and it's mainly about respect and attitude. Enthusiastic pride in your product and brand? All good in my books. Thinking I'll tolerate poor service or quality because you think you're a cool brand? My wallet's going to tell you if you're right or wrong. Matchless may have frustrated only "20 people" here ... but the 2000+ people that have viewed Mantis's video review now know about it as well.
CRB, totally disagree with you here. You have a right to your opinion, but watch what happens with Matchless and Tom Ford.
I believe you will see a great change with them.
The flipside is a brand like Omega, who've embraced and leaned into their connections to Bond, the Space Race, etc., and really exploit the value of those fanbases.
Tom Ford doesn't need James Bond fans. And I can even see how an established brand that aims for the upper end of the market might want to hang onto its aura of exclusivity at all costs. How else to justify those prices?
With Matchless, things seem to be going in reverse. The jackets they offered a few years ago included a lot with clean, classic designs. But more and more, as they've gotten into the movie tie-in business, their offerings are beginning to look like cosplay costumes. The Craig Blouson is actually an exception in my mind (maybe because it copies the JV). But look no further than the Hinx coat or the tacky line of Star Wars apparel they just released. High end prices for silly clothes.
Omega seems to thread the needle pretty well, in my mind.
That said, I have a hard time seeing how poor customer service is ever good for business. Even TF doesn't know which Bond enthusiasts might also have the financial resources to fill closets with O'Connor suits and $1,000 scarves. So why piss them off unnecessarily?
I'm pretty sure Ford must be happy with the Bond connection. They wouldn't have made a SA collection for SP (when they hadn't really before) if they didn't appreciate the fan connection. Considering how much Matchless promotes their clothes from film connections (far beyond Bond), you'd think they would care about the Bond community. They've positioned themselves as a company for film fans.
Agree with you on the Star Wars collection - there's nothing there i'd be comfortable wearing. But it will sell. The movie tie ins will come and go, but the core stock items will be what drives sales. Just like the old days of Belstaff.
http://www.cbc.ca/news/business/why-lousy-retail-service-makes-you-come-back-again-1.2625606
Does this give these retailers a pass in the crappy customer service area? No.
You have to remember, that their target marketing isn't "the fans". How many of you were even interested in Matchless before the Bond connection, or even Varvatos? Before that, I bet the majority weren't even considering purchasing from these brands.
Even Dior corporate customer service hasn't been the best help with the jacket once it was identified finally.
Billy Reid is somewhat of an exception, but I treat that to "Southern Hospitality" which I wouldn't be surprised is in their values as a company. I wouldn't put them in the same luxury category that Tom Ford, and Dior aspire to/are. Matchless wants to be there, especially after the Belstaff takeover/sale to luxury group "The Labelux Group". There were even horror stories when Malenotti was still there, AND they still had their movie tie-in collections.
If you think you are going to get top notch, one on one customer service from some of these top brands, especially through e-commerce, I would think again.
Have you seen their website? They are targeting fans there.
Technically Matchless didn't produce the jacket ACTUALLY used in Spectre. They paid for the licensing and produced it.
You seriously think this company just decided to pi$$ off Bond fans ?
Wow ! Bold statement
And they sold FAR more than just 20 jackets to people on here !
Then why make the jacket in the first place ?
Plenty of people read this forum without joining it. You need look for no further proof than the fact that there might only be 20 people posting here about seeking a Bond related product, but once that product is identified see how quickly the stock gets wiped out. That's not just 20 Bond fans doing that, that's word-of-mouth through social media and the simple fact is ajb007 is a social media platform.
Companies know this when marketing products and use platforms like Instagram to assist their sales. So if your internet search leads you here to find members indignant enough to post their mind on poor customer experiences, I'll bet it has an influence on purchasing opinion, however large or small.
The idea that some companies harvest customers by preying on their insecurities and/or poor self esteem as Matt S also mentioned, I find shocking and a terrible comment on today's consumer society.
But to wrap up on a positive note...
The positive influence of the Bond brand influence is definitely there, whether these companies seek it out or not.
JV having a jacket in SPECTRE has introduced me to a brand I had no knowledge of before. Equally they didn't seek to product place their jacket in the movie, but when it turned out for them it was, they recognised an opportunity brought about by fan demand generated by the jacket being identified on this very forum (unless it was talked about elsewhere on the net) and made good money. Now - their poor handling of web sales aside - JV market a 'rock star' clothing line style. I walk in their London store and I couldn't look less like a rock star, yet the staff don't judge you on your looks (unlike if I go into Belstaff London) and recognise your a customer to be looked after and helped. I bought the JV jacket and have since been back and bought more JV clothing, because I like 'some' of their stuff and like the customer experience I get going in there.
Equally I don't even like cashmere (I find it sheds like a cat) so I don't wear it, so NPeal stuff holds no appeal for me personally. Yet my girlie loooves cashmere and so from knowing of NPeal though the Bond connection and the rave reviews of their product and service on here, I have introduced her to the brand and now it is her go to brand for cashmere clothing.
JBL, TBE and this forum have real influence. Otherwise, Matt's blog or Remmert would not be getting sought out by mainstream media in the run up to a Bond movie release and their comments quoted.
It pretty much was !
If you'd like to explain exactly what you meant then...?
The past has shown that even very big companies are shaken once a negative motion was set in place. Social media is a powerful tool in our time and age.
Having said that, the matchless email to Mantis was very unprofessional. Regardless if there was a tongue in cheek intention (which I doubt). It was poorly written and I am not talking about his English. If I would handle customer feedback like this I would be out of my job in no time.
And last but not least. TF. The more exclusive and expensive a brand is, the better the brand experience must/needs to be. A regular TF customer might not flinch for an 800 USD Polo, but will not forgive bad service.
Mantis - started this thread to de-clog the other one, that's all, sorry you feel bitter that way
Sir Miles - please close this thread then if people's wish is to clog up the other thread. It makes it a lot less easy for people to read about the clothing elements that's all.
And you know this for a fact because...?
Your 'argument' really doesn't stand up...you have no proof that the other 680 jackets were sold without a hitch...
I'm happy to close this thread to save you from further embarrassment.
PM's if you must -{