ThomasM
[PuristS]
14331
It is absolutely critical to parse this out into different answers
Hi, Salman,
SPECIFIC local service, which needs to be split further into AD vs factory service center
and within this, specific individuals
attitude of regional CEO/GM and their staff if they need to get involved
attitude of HQ SAV director and his team
attitude of the HQ CEO and his team
At the end of the day, SAV and any sort of service is critically people based, and specifically the individual YOU deal with.
That's why sweeping generalizations, even of specific offices, can be very misleading.
More abstractly, the question also needs to be considered on two levels -
skill
attention to detail
whether anyone cares.
Integrity
One would think skill is a given; it is not.
One would hope caring is a given; too often it is not.
Breguet USA charged me $600 to polish a case for a tourbillon. NO movement service, just a case polish.
I got it back with some dried sun tan lotion still caked in the fluting between the lugs.
In this case, they didn't care, and I wonder if they even did any work for the $600 bill (integrity)
I pointed it out to the BH Boutique staff; too bad they didn't catch it before I went in to pick it up either.
Back it went; back it came, and after yet another other several weeks/months, other than a "sorry" I still got billed $600 and nothing else.
For a basic case polish.
Still, my basic point stands - I consider the higher factory service costs an insurance policy - they Fxxx it up, I have recourse.
Independent? less so.
Cheers,
TM
Which company in your opinion has the best after sales service?
Hello All, Hope you're all having a good weekend. I wanted to know from my fellow Purists which firms provided them with the best after sales service in terms of: 1) Good network globally: where the work can be done locally within that country vs. sending...
From my personal experiences
Chopard LUC and MIH/Embassy. If there were 2 watches I liked equally enough and both roughly in the same price range and I could only afford 1, and one of them was from LUC, I would pick the LUC hands down. LUC still even if I liked the other watch better...
It is absolutely critical to parse this out into different answers
Hi, Salman, SPECIFIC local service, which needs to be split further into AD vs factory service center and within this, specific individuals attitude of regional CEO/GM and their staff if they need to get involved attitude of HQ SAV director and his team a...
Didn't answer your question directly
given my caveats above, I agree with Aurthur, Chopard LUC under Mr. K-F Sheufele, cares very very much about customer satisfaction and SAV, though how this translates to the field varies quite a bit. This personal "care" is one of the reasons he and Chopa...
So in your opinion Chopard LUC.....
has the best after sales service in the industry? Does it have the following?: 1) Good network globally: local Factory or AD service centers that can handle any after sales or customer service issue 2) Quick turn around times in comparison to others 3) Go...
Salman, EVERY BRAND (even independents) have such stories.
I've resigned myself to 1. hoping that the probabilities are working in my favour, please please please. 2. hoping that escalation will result in someone who cares, sooner rather than later. Name me ONE brand that supposedly has never had a problem with S...
very true...
I've resigned myself to 1. hoping that the probabilities are working in my favour, please please please. S: I always keep my fingers crossed and pray for that LoooL 2. hoping that escalation will result in someone who cares, sooner rather than later. S: B...
Escalation
Hi Thomas, I would be interested to hear what you think is a reasonable way to 'escalate' a concern. Few of us are well connected within most companies, or do not geographically live in an area that would facilitate this. Some try to leverage their concer...
You are absolutely right, Andrew.
Here's one (of many) dilemmas. a person of principle dislikes unanswered emails and phone calls, even from unsolicited strangers. So he makes the time and effort to answer any and all emails and phone calls. This starts out beautifully, and all is well. A...
Thanks. That’s a good algorithm.
You got my point and that seems a good approach. Finding the right people in the hierarchy of an organisation may not be as straightforward though. Ahh yes, Burial-by-E-mail. I know the syndrome well. I have developed a series of shorthand replies that at...
Short of hiring a PA or EA to deal with emails...
it is simply physically impossible to stay ahead of 100plus emails a day, day in, day out (NOT including spam, of course; 100+ LEGITIMATE emails...) 7 days a week 365 days a year. Trust me, I've tried, for almost 10 years... And now that this thread is lo...
Biting off more than you can chew …
Thanks TM. Thought you might enjoy a couple of images to finish off this thread: Biting off more than you can chew Chasing your own tail They seemed somehow relevant ......
Anyone else but you, Andrew, and I'd think...
they were making fun of me. But from you, I think you are empathizing... Can't wait to meet in a few months. Cheers, TM
I could have posted this one:
Because this is how I usually feel. It was definitely empathy that prompted the images. Purists is a nice distraction from life's necessities, but balance is essential....
To discuss further....
Hi Thomas, Really appreciate you taking the time out of your busy schedule to address this, I'll continue our discussion by further adding my 2 humble cents to each of your points: SPECIFIC local service, which needs to be split further into AD vs factory...
nein nein nein nein nein
With few exceptions (Haldimann, Voutilainen among them; in direct knowledge, Paul Gerber and Svend Andersen too but I've heard other stories...) many of the independents could care less about the client, they blow smoke up your skirt because they think yo...
I've received several emails...
First, thanks for being considerate and not wanting to embarrass me in public. I reply here because I imagine if several people thought this and took the time and effort to email me, many more might have thought this as well but didn't or couldn't. S: "If...
They have a valid point...
Alot of experts do get it wrong however if the surveys are based on consumer feedback/data and not on "expert" opinion then how can the survey not be a gauge of general sentiment? If all rankings and lists are wrong I guess Harvard really isn't the No. 1 ...
Thank you, Salman, you've exactly proven my point.
Hi, S, With all due respect to Harvard and its students and alumni, do you HONESTLY think Harvard can defensibly be titled "No. 1 University in America" and not get strong and strongly valid counter arguments and counter proposals? I know a few Yalies (in...
Moser
Maybe not yet that well represented worldwide (yet) but very friendly, approachable and efficient when it comes to any problems and servicing - certainly in my experience. Vernon.
Thank you Thomas ...
Its been a while since I read such an interesting post. Amidst all the nice photographs and write up, most people fail to realize that it takes more than money, or lots of money, to indulge in this hobby. Mechanical parts will fail, it's only a matter of ...