“The search for perfection remains an approximation, at best.”
In another forum, someone was complaining about PP, saying that he had bought a watch for $80k and that one of the pushers came out, just like that. He said that it was unacceptable, that at that price PP should be offering perfection – which of course sparked a big debate, with some supporting him, and some claiming that perfection could never be achieved, and that is was basically crazy to expect and ask perfection from PP. One analogy often used was if you bought a car, and a door fell off after the first week, would you find this acceptable or not?
I found this debate interesting and it got me thinking about my own views on the subject, and my expectations regarding VC products. I think when one is purchasing a watch from VC, he should expect and demand “near perfection”. Somebody buying a Bentley or Ferrari should be able to drive off with the car from the dealership, and should not expect the doors to fall off after a week. The same way, a watch should function properly when delivered to the customer.
I completely understand that the watches are complicated and that sometimes things can go wrong. But customers are paying such a high price for the brand that in the rare occasions when something does go wrong, the response of the brand should be impeccable. My view is that when I am buying a VC either through one of VC’s Boutiques or an authorised source (buying from a grey dealer would be awho,e different story IMO), I am effectively paying for a “perfect product”, as well as the adequate customer service and support. We do not live in a perfect world and I need to accept that there is the slim possibility that the product I am buying might be faulty. But if that is the case, then I didn’t get what I paid for, and I think that I should somehow be compensated for this “loss of value” by the watch manufacturer. Resolving the problem quickly is an absolute must, but it doesn’t solve the issue that the customer has being short-changed…
Using the purchase of my VC as an example:
The first time I bought the watch, it was delivered to me with a broken moonphase, which was turning on the hour. VC apologized and said that they would repair it as soon as possible, but for me that wasn’t enough. I really started to feel bad that I was paying so much money on a watch, and that ultimately wasn’t even working properly. I felt that I paid for perfection, but didn’t get it, and so I felt like a fool. My feelings were probably exacerbated by the fact that I had been dreaming about that watch for years, and that it represented a huge financial commitment from my part – had I bought an Overseas, I probably would have been more relaxed about the whole situation. It was a though decision, but in the end I decided to return the watch.
The second time I bought the watch, it was a much more pleasant experience. The watch still wasn’t delivered in “perfect” condition, with the day and month wheels not being properly aligned in the windows. A small point, but still one that should have been made correct. Also, the watch winder was faulty, and scratched the case around the crown the first time I used it. I wouldn’t say that I didn’t care, but I found those mistakes acceptable, and just moved on. I’ll get the month and day realigned when I get the watch serviced… and VC is currently fixing the automatic winder. The fact that I had been able to get a better deal probably also helped a lot, making me feel like I was getting more value for my money. The fact that I had already returned the watch because it was faulty, I think I was relieved that it was working properly the second time around. To be honest, I am not sure what I would have done if it had been a significant default the 2nd time around.
I would be interested in hearing the views/ reactions to bad experiences from my fellow Loungers…