I hope this will get resolved very soon and...

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

💰228 Marketplace Listings for Richard Mille›

Outrageous Service from RM Singapore Grand Hyatt

By: Frenzzsg : February 8th, 2014-08:42

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 r...

I hope this will get resolved very soon and...

By: Bill : February 8th, 2014-09:04

i hope i am wrong

By: Frenzzsg : February 8th, 2014-09:29

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...

I would expect high level of service always

By: Bill : February 8th, 2014-14:13

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

That's just slimy...

By: patrick_y : March 11th, 2014-10:23

Typical salesperson slimy talk. Buy this one, and I'll put your existing one on the priority service list. My immediate response would be; "if I don't buy it, will you put my existing watch on the slower-than-normal service list?" Ugh.

Please check your emails

By: Theodore Diehl : February 8th, 2014-15:09

Hello Mr. Oh, Your email - sent via the website this afternoon, Saturday the 8th February - was well received and a response already sent the same day. Companies in the EU are not open during weekends, and until offices open on Monday, little can be done ...

Email received

By: Frenzzsg : February 9th, 2014-05:07

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 singap...

As Theodore Diehl has responded already, my comments are a little

By: 219 : February 9th, 2014-06:37

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. Unfortunately your RM010 went in at a particular bad point in the year. Not only was...

Updates

By: Frenzzsg : February 10th, 2014-04:27

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 fr...

Things happen, but they should be communicated properly...

By: patrick_y : March 11th, 2014-10:19

I've seen in the past where some manufacturers will state a promise-by date, and then later realize that there was a specific part needed that they were out of, that would need to be produced in Switzerland and shipped to the maintenance center. Whenever ...