MichaelC
[AP Moderator]
22395
Solid service from Chopard
Months ago, my 8HF sort of nose dived on losing time. It had been a mostly accurate piece, but all of a sudden, 20, 30, 40 seconds per day down. The watch had 2 months of original warranty left. I contacted Chopard USA and they emailed me a label to return the watch. That offer is same as AP, who will pay to ship the watch when it is under warranty. Montblanc / Richemont refuses to pay this fee, even if you have a warranty repair. You can take it to a boutique, but if there is not one close, you still must ship it.
Back to Chopard, after they received the watch, I was contacted and informed it needed to go to Switzerland for the watchmakers there to work on it. 3 months timeframe. No problem, and fully acceptable.
The watch was returned right at 3 months. Unfortunately, a rather noticeable scratch is almost centered on the crystal :-( I emailed Chopard USA and sent a photo. They promptly replied that they take photos when they receive the watch, and they agreed the scratch was not there before. I asked if I could have it swapped at the next elective service and they said it is available at any time. I did try it out for a few days, but naturally kept noticing it (pretty easy to see over the super black dial). So, it is back to Florida, where this time it can be serviced in the US. It will be a few weeks as we are awaiting the replacement crystal from Geneva.
Bottom line, I am very impressed with my first Chopard service experience. They made everything easy for me, were professional and courteous. Kept me informed. And when an issue arose, which can happen with any brand, they accepted responsibility and are taking care of it. No lies or trying to deflect blame. Because of the positive experience, I remain excited at the prospect of my next Chopard timepiece.
I'll post some new watch photos when it comes back. I did find the return package quite clever... a special FedEx box with liner and a plastic wrap that sort of had the watch suspended inside. More attention to detail, we can add this brand to the list of those that "get it".
Solid service from Chopard
Months ago, my 8HF sort of nose dived on losing time. It had been a mostly accurate piece, but all of a sudden, 20, 30, 40 seconds per day down. The watch had 2 months of original warranty left. I contacted Chopard USA and they emailed me a label to retur...
Well, when it comes back :-)
I am going to finally get around to some new straps for this piece as well.
Yes, Chopard owners can sleep easy.
This brand stands behind their products and their service.
My pleasure, much more enjoyable to share the positive experiences.
Truthfully, in my own experiences, only Montblanc makes the naughty list. I can't imagine any other brand being as poor as they are at customer service.
All's well that ends well . . .
It's interesting how a satisfactory service experience increases brand loyalty. Not sure why some brands don't get it. M4
Is it not a simple truth? Treat a customer well, and they will keep coming back.
I'm sure I will add another Chopard.
I prefer to hear such service experience rather than the one you had with Montblanc
Nevertheless, I can’t understand how a watch can be sent back to its owner with a scratch on the crystal. There was something wrong somewhere. I can’t imagine a service control at the end of the full service which could miss such a thing. Anyway, the most...
And I certainly prefer to experience this experience :-)
Now, I do agree with your query as to how the noticeable scratch could be missed. I am not compelled to show the photo here, but it is obvious to the naked eye. I would guess that in order to scratch the crystal where it can be felt with a finger nail, a ...
A good after sales service experience wins the heart of a customer, which leads to more potential customers.
It's the gold rule of thumb and such an easily understandable thing, yet some brands / dealers just don't get it...
Good to see!
Looks like Chopard knows how to handle service! Happy to see you had a good experience after the MB! Best Blomman
Hi Michael, happy to hear that you are experiencing proper service at Chopard.
After your Montblanc experience I can imagine how good it feels for you. Twice happy to hear that Chopard is performing well because my wife is eyeballing one of their watches seriously. I fully agree with you that mistakes can happen and that is ok as lo...
Good comments as usual, Martin.
I feel I could be a full time QC person... just hand me the watch, new or repaired, and let me look with just my eyes. These flaws are not so hard to spot. Nobody is asking for perfection, but the obvious marks or issues should be spotted. Nonetheless, ac...