Great Service at VC's Shanghai Maison

I brought my old style Overseas Chronometer to the authorized VC dealer 2 months ago for a full service.  It was running 6-8 seconds slow per day before the service and told this to the service represenative, but after getting it back it was still running consistently at the same, slow, rate.  When the watch was returned to me, they told me they knew it was still running slow and that it should be "good enough" for an "old" watch.  Nothing was found to be wrong with the watch during the maintenance but I was being told that to adjust it to be more accurate "would be very expensive and not worth it".  Needless to say I was not very happy.

I arrived in Shanghai last night and went to the VC Maison this afternoon, where Alexandre Kerguen, not only tested the watch but regulated it for me to be within VC's standards of -2/+10 seconds per day.  He spent less than an hour (adjusted it twice because he was not happy with the improvement from the first adjustment) and got it to 0 seconds per day!  He said the watching was beating very well and consistently.

All throughout the time that Alexandre was regulating my watch, he let me stand by his side, telling me step by step what he was doing (including showing me how he checks for water resistance) and chatting about watches, Shanghai, and the Maison. When he was done and I was about to leave, he even invited me and my wife to have drinks some evening when we are all in town.

The service quality was night and day between the Beijing authorized dealer and the Shanghai Maison owned directly by VC.  (Especially when you consider that I paid for the service in Beijing and the Shanghai service was at no charge).

I just thought I'd let everybody know about the great service being provided by VC in Shanghai.  (Had I known they would be offer Servicing in Shanghai earlier, I would have brought my watch there for the initial full servicing to begin with)

Best Regards, Dan
That's what you call Royal Treatment at VC!
12/08/2008 - 11:21
It is really uplifting to see VC live up to its high standards. Unfortunately your story sort of reminds me of the experience I had at the Istanbul, Turkey boutique which is run by a franchise partner. They had very limited number of pieces on display in September...  
Lucky you to be able to sit and watch the whole process! (nt)
12/08/2008 - 11:58
3 things make the difference; service, service and service and
12/08/2008 - 12:00

its great to know that you got such 1st class treatment. I have only heard positive things about  Alexandre Kerguen.

Thanks Dan for sharing........
12/08/2008 - 15:05
that experience.  What a difference!  In Shanghai Alexandre cared about you and the brand and wanted things to be good for you.  In Bejing the AD only cared about making things good for himself. I'm just curious, did you mention to Alexandre your bad experience in Bejing and if so what he said? All the Best, Tom
Re: Thanks Dan for sharing........
12/09/2008 - 12:58
Hi Tom,  I did mention the Beijing AD to Alexandre and he was very polite.  He didn't comment on it and just said he would be happy to help me inspect the watch and see if there was anything that he could do. I was talking to some of the sales people that were with us and they weren't sure if the watch was serviced by the AD themselves (who have their own small repair center) or the Richemont Service Center in Beijing.  I believe it was handled directly by the AD and really hope it wasn't Richemont.  I mentioned that I thought the major difference was due being a dealer of many watch brands, with post-sales service as an after thought, vs. being the manufacturer itself who cares about their product, name, reputation, etc. BR, Dan
I wish I had an old OS chrono just to test this excellence VC
12/08/2008 - 17:53
hats off to VC, nothing better than good service NT
12/08/2008 - 18:39
Great to hear! Thanks for sharing...
12/09/2008 - 00:19
your story and experiences with us Dan.  It sure sounds like the Twin Villas is quickly garnering a reputation for quality and excellence in everything that they do.  Great service is an absolute necessity when it comes to luxury goods and VC knows how to deliver it. Unfortunately, they can only guarantee high service levels at their own owned and operated facilities and not at those managed by partners. Now, we all know where to go when in China. Cheers, Duncan
It is great to hear that great service provided by VC
12/09/2008 - 00:35
Dan, I am just curious how did you measure "0 second per day"? Regards Ling
Re: It is great to hear that great service provided by VC
12/09/2008 - 13:14
Hi Ling, I'm sure there are others that know much more of the technical detail, but here is a layman's explanation: They put the watch on a machine that measures the rate of the watch for 30 seconds in each of six positions.  This machine was pretty cool as it records the rate and consistency after 30 seconds and then rotates itself into another position and repeats the measurement until all six positions have been recorded.  The computer then automatically calculates the overall accuracy and maximum variation (from the position with the slowest rate to the position with the highest rate). Alexandre just opened up the back of the watch, regulated it, did a simple check in one position, and put the case back on.  After testing the water resistance, the watch was tested in 6 positions again but the variation was still too high (3 seconds slow).  Alexandre explained that this was most probably due to the pressure change inside the case when the back is installed.  So he opened the watch up and regulated it again, this time the result of measuring it in six positions was as an average variation of 0 seconds per day, and a max. variation of 11 seconds between the slowest (-6) and fastest (+5) positions. BR, Dan
Thanks Dan, I am more low-tech and just compare...
12/10/2008 - 00:42
my watch to the clock on my computer... Cheers, Duncan
Re: Great Service at VC's Shanghai Maison
12/09/2008 - 16:54
Thanks for sharing the story about the great service you experienced at VC's Shanghai Maison.  It often seems that people post about poor service experiences, so its nice to see someone giving credit for a job well done.  The person providing great service deserves to be recognized and it also lets others know where to go to experience the service their fine watch deserves.  Glad to hear all worked out well with your watch. Best regards, Dino