Customer Service

Being in a retail business for eight years. This is my humble opinion: Buying and owing a piece of luxury involves more than just the product itself. The shop ambience, the customer service, the product knowledge of the staff, the soul of the product, the display etc make up the entire buying experience and owing the product.

Therefore, it is very important to have great customer service to back up your products, especially the luxury items. Those who firmly believes that the product itself can sell itself and need no other services will likely find themselves in trouble.

RM010 - Watch crown dislodged while setting time

By: Peiliang : January 10th, 2009-01:28

Hi, I have just sent my RM010 for servicing. It will take about a month. The crown dislodged while I am attempting to set the time. I do not have any historic experience on this issue with my Patek, Rolex, Panerai and other watches. Anyone facing the same...

Try to wind slowly

By: Jet : January 10th, 2009-01:36

Have the same problem

By: radu_o_zaciu : January 18th, 2009-05:01

In Dec 2008 I bought a RM005 Felipe Massa Ti. I confess, that I bought it from an internet dealer, but as new and it came with all the papers incl guarantee from an official RM retailer. 3 days later after receiving the watch I was traveling to a differen...

Keep us updated

By: patrick_y : January 18th, 2009-11:25

Keep us updated with Richard Mille Servicing. A luxury product needs to provide the equivalent after sales service. I am very interested to know how Richard Mille deals with this problem.

Collected My RM010 Toady

By: Peiliang : January 23rd, 2009-05:16

My RM010 is back from servicing today. The customer service experience is nothing to shout about. The crown was back in place and parts of the movement oiled. The watch was handled back to me in plastic bag. This is totally different if i would to collect...

Richard Mille Singapore

By: patrick_y : January 29th, 2009-13:32

I would have expected more from Richard Mille Singapore. The plastic bag is a bit odd, but the definition of the word "luxury" and "premium customer service" is changing. Some weeks ago, I saw a bellboy at the Beverly Wilshire Hotel in Beverly Hills, Cali...

Hi, thanks for sharing your experience. I did the same thing and wrote in to the website. Till to date, no response yet. I asked the staff in RM Boutique about the number of similar cases of crown falling off. and he said 2 including mine. Yes, I am disap...

Website reaction

By: Theodore Diehl : January 21st, 2009-00:39

Hello, Really sorry to hear about your watch! Things like this are really upsetting. Just to let you know: In the future, there is going to be a special service section set up on the RM website to assist clients who have problems with their watches, and h...