CS Introduction
Who is our (CRC) primary contact for CS – repairs, policy + CS KPIs and Verbiage?
Jair Anzueto-Garcia
Who can submit a repair request? What is needed to submit the repair?
Anyone can submit a request for repair and a client simply needs to submit the creation.
What services fall under our personalization service? What is the cost of the service?
What is included in “Care” what is the cost for this service?
Link repair, clasp repair, stone setting, post repair and prong repair. The cost is $180 USD
If a client has a pair of earring under $25K and they lost 1 of the earrings, what can you suggest?
First you will locate a boutique that has the earrings available.
If they do, they they will replace the earring at 60% of the retail price.
Where can you find information about CS? Which resource is the most accurate?
Do we need proof of purchase for a repair to be submitted?
Generally, no. But, if a piece does not have a visible serial number, we may ask for documentation.
What are the 2 fonts we offer? Can we re-engrave a serial number?
What is the cost of polishing? How many times is it recommended? Name a piece that cannot be polished. Name a piece that cannot be cleaned/shine
The cost of polishing is $180
It is recommended to only do it 2-3 times throughout the lifetime of a creation.
Guilloche cannot be polished.
White gold pieces/ High jewelry/heritage and stones other than diamonds cannot be cleaned/shined. It has to go to the workshop
What can you offer to clients who lost a pair of earrings over $25K that needs a half pair?
The earring will need to be reproduced in Paris, the cost will be based on the estimate.
What are the two types of repairs at VCA? What percentage of our repairs are considered “true repairs”?
Repairs and Time of Sale Alteration
20%
What is the average quote time do we provide clients at the boutiques?
2-3 weeks
What is our necklace and bracelet adjustment services? What is the cost of the adjustment service? It
+/- 3 inches with no permission for necklaces and +/= 1.5 inches for bracelets
It is complimentary for the first 12 months after purchase. Clients can add or remove links as many times as necessary. After the 12 months, it is $180 USD.
What is the cost of a hard stone replacement for a Vintage Stone? What is the cost of the replacement of an emerald?
$240 USD per motif for the vintage stone. The price of the emerald will depend on the estimate.
What is the authentication service? What is the cost of this service? How long does it take?
The authentication service is conducted by our heritage team. At the CRC, we will gather information from the client using the patrimony intake form and share it with our patrimony team. Upon registering the piece, our team will research the piece to confirm it's authenticity. If we can confirm the authenticity, we will provide the client with proof of authenticity with a certificate. If it is not authentic, the client will get a letter indicating it is not a VCA piece.
The cost of this service is $1800 USD regardless and can take 6+ months.
How would you define Time of Sale Alterations?
A service to have adjustments to allow clients to wear their jewelry comfortably within the design of the piece.
What is the condition for partner and neiman marcus repairs?
Repairs submitted at a partner or VCA NM boutique must be picked up at the same boutique.
What rings cannot be adjusted? What types of services can we do for rings?
If a creation has 2 or more motifs, will the client need to replace all of them? What is the condition for the Lucky. Magic collections we should be aware of?
Yes, this is possible if we need to ensure all motifs are harmonized. The cost of the stone replacement will be based on the collection not on the size of the stone. Therefore the cost of replacing a stone on a Lucky/Magic piece, would be $360.
What is our valuation service? What are the conditions?
Valuations are for insurance valuations and reflects the retail value of the piece. These are not appraisals.
Conditions:
Only available to the original purchaser
Only for in-range pieces sold less than 2 years ago
Cost - $1200 USD for pieces that are older than 2 years and/or not in-range
What is Care Advisor? How would you define this tool?
It is a CS Chatbot that provides details on pieces in range, including sizing and engraving options.
What is the difference between mandatory and optional repairs?
Mandatory repairs are what is needed to resotre the piece to our standards. If a client declines these repairs, we will not move forward with any repairs on the creation. Optional repairs give clients the choice to opt in for a service that is not impacting the client’s piece at this point of time.
What is the difference between the standard offer and tailor-made offer for adjustments?
Standard offer includes sizing of chains, rings and earclip adjustments. It is offered FOC for the first 12 months. Tailor-made includes changes to the lobster clasp, earstud post adjustments with the width/length and ring adjustments with beads/springs – this is priced at $180 USD
What is our care policy for Malachite?
What is the price to provide a duplicate invoice? What are the conditions?
Free of cost
Only available to original purchaser
Done in boutique or can be emailed for CRC orders