Horological Meandering

SethRL
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Service Done Right

I read Stijn's post yesterday about his dissatisfaction with how a service was handled.  Here is an example of  a model of customer service.  About a year ago, I sent my Christiaan van der Klaauw Real Moon back to the atelier after it developed a click when being wound.  The atelier could not have been more pleasant in our emails, in taking care of the watch, and in sending it back to New York.  After a few wears, it developed the same problem again.  The emails back and forth again could not have been more polite, and also apologetic.  I was asked to send it back again to have the problem re-addressed.  But not only was a courteous apology extended, but when the watch was again returned to me, the atelier also sent me a brand new strap (below) for the inconvenience.  Watches can be complicated, we all understand, and I expected nothing. This gesture, however, seems to me to be the very kind of service that we would all hope to see and that should be commended. So kudos to the good folks at Christiaan van der Klaauw!