Thank you Thomas ...

Apr 28, 2010,11:14 AM
 

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 time.  But how you treat those 'failures' define the person you are.

As most business becomes worldwide, it is a challenge to retain what is dear in the manufacturer/watch maker's heart.  A 'true' maker may not be able to service a watch in the most efficient manner.  Try to pack your bookshelf if you a collector and you find yourself browsing and reading the books instead of packing them neatly.  If you take out the passion, then what is left?  This is a dilemma and once the layers grew, more things are lost.

Nowadays, I am glad that 'whenever' any of my expensive toys need servicing, the manufacturers are willing to do it (after warranty ),they do not bankrupt me in the process and they return the toys in working condition.  Sad, isnt it?  I grew not to expect the manufacturer to polish it, replace other worn/or going to wear parts so I need not send the toys back a few months later ... u get the point.

Simply, there is no incentive for anyone in the chain to provide the type of service when it comes to servicing a product that was sold.  If there are people who care, the system still breaks down because others dont.  It is much more profitable to sell a new toy where everyone will benefit financially.  The threat of 'boycotting' will not work because they dont care.  There are enough new business to look forward to. 

Warmest regards

 

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Which company in your opinion has the best after sales service?

 
 By: SALMANPK : April 18th, 2010-03:28
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

 
 By: ArthurSG : April 18th, 2010-06:07
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... 

+ 1 for Chopard (nt)

 
 By: happyguy1688 : April 20th, 2010-03:27
nt

It is absolutely critical to parse this out into different answers

 
 By: ThomasM : April 18th, 2010-08:37
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

 
 By: ThomasM : April 18th, 2010-08:59
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.....

 
 By: SALMANPK : April 18th, 2010-14:14
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.

 
 By: ThomasM : April 18th, 2010-15:14
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...

 
 By: SALMANPK : April 19th, 2010-04:01
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

 
 By: AndrewD : April 20th, 2010-02:01
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.

 
 By: ThomasM : April 20th, 2010-09:29
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.

 
 By: AndrewD : April 20th, 2010-16:52
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...

 
 By: ThomasM : April 20th, 2010-17:30
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 …

 
 By: AndrewD : April 20th, 2010-19:06
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...

 
 By: ThomasM : April 20th, 2010-19:25
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:

 
 By: AndrewD : April 20th, 2010-19:46
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....

 
 By: SALMANPK : April 18th, 2010-13:50
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

 
 By: ThomasM : April 18th, 2010-15:50
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...

 
 By: ThomasM : April 18th, 2010-18:32
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...

 
 By: SALMANPK : April 19th, 2010-03:45
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.

 
 By: ThomasM : April 19th, 2010-04:29
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

 
 By: vernon : April 19th, 2010-04:08
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 ...

 
 By: chiacn : April 28th, 2010-11:14
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 ...