A woman in Hangzhou, China, splurged on a luxury phone, spending nearly 30,000 RMB (approximately $4,300) on a folding phone from the renowned brand, Vertu.
However, her excitement quickly turned to disappointment as she encountered performance issues with her new device. She experienced lag while gaming and even faced delays when making online payments. Frustrated, she contacted customer support and requested a return. The sales staff instructed her to bring the phone and all its accessories to the store for assistance.
Vertu, often likened to Hermes in the phone industry, is synonymous with status and opulence. A Vertu staff member explained that the phone’s hefty price tag of 29,800 RMB includes not just the device but also a range of concierge services as a complimentary gift. These services, available 24/7, offer over 700 options, including hospital registration. Additionally, the first year of the “personal butler” function is free and encompasses legal and medical consultations, luxury shopping, and errand services.
The Vertu representative also confirmed the existence of the “call a helicopter with a single touch” feature, stating that the personal concierge would assist in making the necessary arrangements and bookings.
Addressing the lag issue, the Vertu staff member asserted that while no mobile phone is entirely immune to lag, Vertu phones are known for their stability and do not experience lag during online payments.
The brand offers a 15-day hassle-free exchange or return policy for quality issues, along with free repairs within one year of purchase. However, they do not provide a seven-day unconditional return policy.
Vertu’s first folding phone, the Vertu IRONFLIP, was launched in May this year. Promoted as being “inspired by Swiss watches,” it supports 48 languages, including Chinese, and is powered by the Snapdragon 8 Gen 2 chip. Prices in China range from 29,800 to 109,800 RMB, depending on the chosen leather option.
In the Vietnamese market, the Vertu IRONFLIP is being offered by select retailers of ultra-luxury phones, with prices starting at over 110 million VND.
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