Originally Posted by Kuro
Which? Recently switch to lexol as my main conditioner from saphir renovateur ...
Slightly off topic, but why'd you make the switch?
In response to the OP, the first picture looked like just creasing,but the second one is obviously cracking. You said you emailed the first picture to EG, have they seen the second one?
If I were you I'd make sure I sent them the second one, so there is no doubt that it is in fact cracking, and that the picture is from after their servicing the shoe so there is no question of whether it's the just polish or the actual leather.
Having never had anything to do with EG I feel a little awkward commenting on their service, but generally speaking I think they can safely be classified as one of those producers that operate on reasonably tight margins and sell high quality merchandice where the bulk of the price goes to cover production, rather than pay for inflated advertising budgets to build the prestige of the brand. As such, I think it's slightly more acceptable for them to be sceptical about a story that to them doesn't make sense (which is probably how they see it as this shouldn't be happening to a pair of shoes that are 4 years old and have been cared for well).
That's not to say that they don't owe you the benefit of the doubt, or that you shouldn't hold them responsible for the quality of their product, but in my view, they should be given a bit more latitude with respect to interpreting the "tone" of their correspondence. If you end up dissatisfied and left with a pair of shoes that deteriorated prematurely, that would be a shame, but I'd say it's more important to simply try to communicate the problem and the fact that you've maintained the shoes well than to get offended over their reluctance.
Best of luck.