I recently sent a vintage watch in for a Full Restoration Service. Being from the U.S., the standard process is to go through Richemont's U.S. technical service center, who sent the watch to VC in Geneva.
I had some questions and concerns with the repair estimate as some of it didn't make sense to me. In some respects I felt like they sent me a generic repair estimate that didn't address my particular watch's condition. I followed up with some questions but didn't think the feedback provided answered my questions/concerned satisfactorily.
This prompted me to ask a question about VC's focus and what priority they put on quality after sales service in the post regarding questions for Alex's interview with Mr. Torres.
Our moderator went above and beyond to get personally involved and asked some of the questions I had to people within VC. Shortly thereafter I received information from Alex and Mr. Laurent Mugnier, VC's Head of After Sales Service. After reading through correspondence that I had with Richemont U.S., Mr. Mugnier apologized for any and all miscommunications that occurred. He said my comments and expectations were absolultely correct in terms of restoring a vintage piece and that information previously given to me was incorrect.
After personally inspecting my watch, Mr. Mugnier called me this evening to discuss it's restoration. Many points were agreed upon and some options needed my decision. After describing what this particular watch means to me and what I hope it will be like after restoration, Mr. Mugnier said he understood what needs to be done and will make sure it is taken care of. He even offered to have the extra work needed to be done at no additional cost to me (besides my original repair estimate) and that he will try to have the work expedited to compensate for the initial difficulties I faced.
I just wanted to take the opportunity to thank the VC people that have helped me out in this case:
Mr. Laurent Mugnier
Mr. Alexandre Kuergan (VC's master watchmaker based in Shanghai)
Mr. Alexandre Ghotbi
Mr. Mugnier says he has also been in touch with Richemont U.S., and other relevant parties involved to discuss my case and see how this can be prevented in the future. I hope this never happens to anybody else because while these 3 people handled my case wonderfully, its best to never have to get to the point where special, individual, efforts have to be made.
While any organization can have a customer service, quality, or other issue - it is the way an organization reacts to that issue that defines its service. The service I received in the end definitely makes me feel justified in my passion and loyalty toward VC, my only horological brand.
I definitely feel better about sending my other vintage pieces in to VC in the future!
Best Regards, Dan