After Sales Service

Just wanted to provide some feedback of VC's after sales service.

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
Your misfortunes will avoid others from having the
12/09/2009 - 17:07
same ones I'm glad things worked out well and I have to admit that Laurent Mugnier - Head of the After Sales Department is extremely rigourous and wants the VC after sales department as efficient and customer friendly as possible.
Agree with both points....
12/09/2009 - 17:43
Monsieur Mugnier is a great treasure to VC and communications between Richemont service centers, the factory and the customer needs improvement so that Laurent doesn't have to get involved as much .
A chain is only as strong as its weakest link
12/10/2009 - 05:59

Hi Dan, I am glad that things worked out for you.  However, I hope that VC does get its act together so that problems like yours do not occur in the first place.  It was good that you knew "the people" to contact to get something done.  It might have been harder if you had to rely on the ADs only. I am sure the people at the head of After Sales and other departments are great professionals but it is the people out in the dealers and those in between that can make or break the system.  As they say, "a chain is only as strong as its weakest link". Cheers Kazumi   

Thanks Kazumi, your words ring so true! (nt)
12/10/2009 - 11:53
Re: After Sales Service
12/10/2009 - 18:05
Thanks for the post, Dan, and I'm glad everything eventually worked out.  I've never had to have any service done to my watch, however I've contacted the VC concierge here in the U.S. on a number of occasions and he has always responded promptly to my messages and been most helpful, so at least on that end, VC seems to be doing a good job.