dr.kol
11333
That is very true!
Apr 28, 2015,20:38 PM
I have thought a lot about the service different Brands offer. I think that all of them want to offer a top service and most of them think that they offer top service. But the issue is that they don't have the slightest idea what top service is all about.
Let me take two examples from real life:
I bought some two years ago a strap from Patek Salon in London. At the same time I left a 3940 for full service. When I got home, I noticed that the other part of the strap was 20 mm and the other was 18 mm. Naturally, I sent a mail to the Salon and they called me back on the same day. I had already bought a new strap from another AD so we agreed that they pay the money back to my credit card. That was the very first time I was dealing with London Salon.
However, when time passed, I did not get a refund. I sent another mail saying that "things should not function this way". On the same day the Manager whom I did not know earlier called me and apologised saying: "it was a stupid error from our side. The refund has been made and we will not charge anything from the full service of your 3940. Also two new straps made on your measurements are included". That's what I call perfect service in Patek Philippe way!
When AP did not make the tax refund papers correctly for my oscillating weight, I had to fight a long rime in the airport with the customs. I lost the fight and got no refund. When I informed AP about this, I got first a mail with funny explanations and a comment "we understand your frustration". Later I got a mail saying that AP will pay the money to me.
Anyhow, it was not about money - it was about service. I will not take anything from AP - I rather suffer the small loss.The issue is the first reaction when something goes wrong: the company wanting to offer the world's best service kill a problem size of a fly with cannon, the other one just tries to chase the fly away.
Do you get what I mean?
I love Patek's watches. I also love Royal Oaks. But I had immediate problems with both of my Royal Oaks and acceptable service when solving the problems, Not perfect service.
Still another example:
I bought on Monday three extension links from AP Boutique Singapore to my 5402. Two were made for 5402 and one was not fitting perfectly and has to be changed later. The price was SGD 286.76 each. I bought those from Singapore Boutique because my 15202 was serviced there - it stopped after 20 days on the wrist and naturally, I took it back to the point of sale.
In January this year I went to the waiting list of 5711 to Patek Philippe Salons both in Geneva and London. However, I found the watch from Middle East from a Patek AD. I informed both Salons the I can be removed from the waiting list because I bought the watch elsewhere.
Three months later I visited the Salon wearing my 5711. I mentioned during an everyday conversation that my friend bought two extensions links from them and mailed those to me. I said the Director of the Salon that "now the watch is perfect". The reaction was: "What! When did your friend buy them? We will refund those to you immediately. You are not paying for extension pieces." I asked why. The reply was: "You are our Client!"
I had bought totally three watches from Patek Philippe Salons, the others mostly from other AD.
Do you see the point: Normal good service vs. Patek Philippe Service.
I love my new 15202 with the special oscillating weight. But after returning home with a couple of service experiences richer, I am even more a "Patek Man" than ever before.
Best regards,
Kari