I own an Hermes Lizard Grand Modele Agenda, so I called Hermes to get an agenda refill. I thought it would be a simple process, but I was wrong. Ring. “Hermes, I am on your site. I am trying to order an agenda refill, but I am not sure which size refill will fit my agenda. Can you help me?”
The CSR was very reluctant to give me any information over the phone. She first wanted to know when did I order the agenda from Hermes. I told her that it was not new, so I didn’t order it from Hermes. She next wanted me to either go to an Hermes boutique and find out the size there or email a picture of the agenda with its measurements to Hermes. What?
I totally get that Hermes wants to be exclusive and prevent counterfeiting issues, but it shouldn’t be at the expense of excellent customer service. Finally, after 5 minutes of going back and forth with the CSR, she finally told me which refill matches my agenda. And, of course, after all of that, the refill I wanted was out of stock.
Yes, brands can be too exclusive when they get to the point where they are not willing to provide consumers with innocuous information.
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