Richard Mille

I had recently send my RM10 to Singapore Grand Hyatt for a check as the watch had always stopped at 11pm. After an thorough check and inspection by the swiss engineer stationed there, i was told one of the latch was a bit loosen. Small issue that can be resolved by a complete overhaul service. The waiting time was 8-12weeks. Although i couldnt understand why does it need so long where the service would be done locally since there is a RM certified engineer there, i still left my watch with them.This was done on the last week of November 2013

I had called in the service center on the 2nd week of Jan 2014, hoping if i could collect my watch before the coming Chinese New Year. I was told that watch will only be ready by mid Feb 2014 as per what was written on the service invoice.

When i had called again on the 7th Feb 2014, to my horror, i was told the watch can only be collected in April 2014! The reason given was that the watch was sent in during the Xmas and New Year period hence it requires a longer servicing time, which is totally crap. Can this justify a 6 months servicing time needed??? And why would they need 3 months to finally realise that they need longer time?

I can't believe i'm getting such reply and service standard from a renowned brand, from one of the market leader of the luxury watches industry. I was in shock together with my friends as we all own a few of richard mille watches and such incident is really the last thing that we would have expected from RM.

I'm now searching for a channel where i can feed back this incident to Head Office of Richard Mille as the customer service contact form is malfunction on RM website. The representative from the mentioned service center couldnt even bother to explain to me in details for the delay.

Will really appreciate if anyone could direct me to anyone whom i can speak/contact with regards to this incident.

Regards,

Kim

To your satisfaction.  I don't think 3 to 4 months for a service at the factory is unreasonable as bad as that may sound.  And I don't think it is unreasonable to expect some delay due to to the Christmas time frame.  However, the bad communication is absolutely below the standard you woud expect from RM.  At this level you expect a lot more professionalism with such communication and this requires an absolute commitment to the customer.  The issue is with brand expansion through AD's and or boutiques the risk of bad service increases and the brands image is damaged.

I think you are right to expect better service but let us here what the the brand response is because it appears they are one step removed.

I look forward to a positive and swift resolution.

Bill

I fully agree if the watch needs to be sent back to the factory (in swiss), a 3-4 months waiting time especially during xmas period is reasonable.

Unfortunately or fortunately, i was there when my watch was been inspected by the engineer, and was told all it needs is an overhaul service. No parts replacement at all and it will be done personally by him, which means locally as he is stationed in Singapore. Still need 3 month? fine...but 6 months?

I just wonder if i had agreed to purchase an RM055 at that moment, will such delay still happen? Becuz the representative had even mentioned they could possibly rushed it out for me in a month, though no promise and waive off the servicing charges. After i have decided to get it thru my friend in vegas, this is what i get.

Sighs..

Richard Mille stands behind their watches so maybe it is little bit of politics based on where you purchased. But still no reason for the boutique to provide less service and information.

I am sure it will be resolved quickly.

Bill

Typical salesperson slimy talk.  

Hello Mr. Oh, 

Hi,

I have received your email. Pardon me for the duplicated submission as the contact form on your website doesnt show any sign or acknowledgement that my enquiry has been sent. Apologize for that.

Thanks for the prompt reply. I shall wait for the singapore side to respond.

Regards,

Kim

redundant, but this is what I know of RM operations over the past few months.  I apologise for being late - I have been in transit now for about 48 hours across the globe.

Hi Andrew,

Thanks for further insight on RM operations.

It sounds absolutely reasonable, only if this information is made known to me much earlier, prior to my post.

A genuine customer service takes initiative at all time.

Maybe I had expected too much from them.

Kim

P.S For an update on this incident, I have heard from the representative from Singapore this afternoon. They had promised to expedite my case and will get back to me as soon as possible.