RIMOWA

RIMOWAN様
お店より、お返事が大変遅くなり申し訳ありませんでしたと連絡がきました。以下はお店からのレターです。
どうぞお受け取りください。
台北ナビ

Dear Sir,

My name is Michael DePrenda and I am the General Manager for RIMOWA Taiwan Ltd. I am very sorry that you had to go through such an ordeal. It sounds like you had an awful time that day. I would have been angry too if I was you. I wish that I could have been there for you. I personally live nearby in TienMu and in the future if you have any troubles you can contact me directly to help you resolve any problem. My mobile phone number is ***-***-***-***.

First off, I must tell you that I am an American born and raised. It is my goal to provide the most honorable service that I can. My mother’s father was born in Germany and I have much respect for the way the German’s do business with honesty and honor. I can see how it would look like we might have been trying to cheat you and I can tell you that my first reaction when purchasing things in any country is like you. I have lived and worked in Hong Kong and Bangkok in addition to Taiwan, and I am always careful and suspicious. Your instincts are right.

After checking with our employees, I can assure you that they were not trying to trick you, they just were not thorough enough in double-checking everything. I do not give them any incentives to sell out of our old stock and never gave them any pressure to do so either. What happened was that they made a serious mistake by not checking first that the model in the other shops was old style or new style and they wasted your valuable time requiring you to take the long taxi ride to and from our TienMu shop. This was a serious mistake.

One reason this happened besides them not being detailed enough, is that RIMOWA does not change the series number of the products when they make minor updates, so when they checked, both of the products seemed the same, when if fact as you found out one was an old model. I cannot always rely on my employees to be so thorough, so to prevent this problem from happening again, we have checked all of our shops and taken away from display all models that are not the most up to date.

Finally, I must say thank-you for your interest in purchasing our products and I hope that you can accept my sincere apology and consider giving us another chance.

Sincerely,
Michael DePrenda