What Are Your Expectations For Service From Vacheron?

As I posted earlier, my Vacheron Overseas Chrono was operating 17 seconds fast per day or 2 minutes a week. That doesn't seem like much but after contacting my Vacheron friends they indicated that was unacceptable. So I placed a call to Vacheron and they said absolutely send it on to us since its under warranty and out of manufacturers specs. My kind and supportive AD, Liz Rayon at the SWG, was then contacted who told me to just bring it in and all would be taken care.

I was reluctant at first with all the horror stories of watches being scratched or dinged while in service and the long period of time taken for service. Some had said that it would even take around 3 months for the process itself.

So I am pleased to report that after a little over 4 weeks my watch has been returned in superb NIB perfect condition. I am so delighted with the warranty service by Vacheron, their customer service and high quality standards. I tell you all this as I was concerned as my watch was in pristine LNIB condition and running just a little fast which is not a concern of many, except for a type A WIS like me :)).

Communications with my AD was spot on with a fax and email received as soon as my watch arrived at the Vacheron Texas Service Center. I was then most fortunate to be in communications with Vacheron's Concierge in NYC - Daniel Adams. Let me tell you, you will never meet a more detailed, helpful and professional gentlemen than Mr Adams. He took special interest knowing my concerns and being an active Vacheron "Hour Lounge" member and a TimeZone Vacheron forum WIS. Mr Adams is truly an example of what Vacheron stands for and why I will buy their brand.

So here below you have a series of photos with additional comments for you to hear about my first time experience with Vacheron service. 

What Are Your Expectations For Service From Vacheron?

There was a total of "4" boxes before I got to the watch protecting this shipment. 

What Are Your Expectations For Service From Vacheron?

A full description of the warranty service which included a time regulation and a part replaced. 

What Are Your Expectations For Service From Vacheron?

This was the third box to be opened and I couldn't wait to see my watch:)). Where were the chocolates I thought, lol. 

What Are Your Expectations For Service From Vacheron?

Unexpectedly box # 4,  a little gift from Vacheron, a beautiful traveling case for my watch. A very nice touch! 

What Are Your Expectations For Service From Vacheron?

This watch is totally wrapped with protective plastic all around. Total care shown here for their service and return shipping.
 
What Are Your Expectations For Service From Vacheron?

Finally, I get to see my watch all perfect and NIB condition. Guess I needed to be more patient:)). 

What Are Your Expectations For Service From Vacheron?

I am so pleased, not a scratch, blemish or ding. They kept their promise to me. 

What Are Your Expectations For Service From Vacheron?

 
Here's my favorite AD, Liz Rayon, who spoils me as her customer and you could never get better service and caring. I mean that! What Are Your Expectations For Service From Vacheron?

My watch has arrived home and is ready for some wrist shots as I prepare to celebrate its return. 

What Are Your Expectations For Service From Vacheron?

Now it is a gorgeous day here in So Cal, so I will enjoy taking more photos of my VC Overseas Chrono.

Hope you enjoyed my little story here. As a watch hobbyist, I enjoy my watches and learn from my many experiences here on the Vacheron "Hour Lounge" forum. As you can tell, this was my first watch service with Vacheron/Richemont. I would be interested in hearing your experiences and expectations that you wish to share. Thank you! Best regards, Matt

good to hear some positive experience, andhappy to see the OS
04/30/2010 - 11:24
back on your wrist
Thanks Alex.......
04/30/2010 - 17:14
Hi Alex, I thought it was important to share a positive experience as I have read so many posts of concerns and disatisfaction not necessarily with Vacheron but with forum colleagues getting their watches back in less than acceptable condition. Some have even had to send theirs back as the repair wasn't correct. So that was part of my motivation for sharing the details of my experience. I think having access to a Vacheron Concierge was a brillant idea of the company. Thank you again for your communications. Best regards, Matt
Hi Matt, great news is always nice to hear!
04/30/2010 - 15:23
I've written about my experiences with sending 2 vintage VCs back for restoration and full service. At the end of the day, I think VC is really the best choice for getting these antiques back up and running - from a technical point of view. Any problems I've had have been with communications, and it's been tough to tell at times whether the difficulties have been with Richemont or VC.  I think if I could write in French, some of the communications may also have been more clearly understood the first time around. Ultimately, it has been some very dedicated people at VC that have gone "above and beyond the call of duty" whom have taken a personal interest in getting my issues and expectations explained and met.  Thinks includes our own Alex G.  But ideally I'd rather prefer this type of special effort wasn't needed, and that it was systemic within the After-Sales Service process that Richemont/VC utilize - that would be a better overall situation. Personally, I expect stellar service from VC and any other company that competes at this level.  Besides the excellent technical servicing of our watches, I expect communications and "managing customer expectations" to be at a high level as well.  This allays any concerns customers have as well as gives them piece of mind as to what to expect, why, and when. BR, Dan
Thanks Dan....................
04/30/2010 - 17:09
Good morning Dan. I fully understand and agree with everything you stated here. Like you shared "communications" are the key to providing high level service. While we expect stellar service from VC, it feels so much better knowing what is happening and hearing from them. In my case, Daniel Adams - the VC Concierge in NYC boosted my feelings towards the brand further. Good luck with your repairs. Always good to hear from you. Kind regards, Matt
Thanks Matt for the update!
05/04/2010 - 13:17
I'm happy to hear that it only took 4 weeks, and that the quality of the service delivered was A1. Nice touch from VC to have done the polishing for free and to have offered you as well the travelling case - all the little things that go a long way in terms of customer satisfaction/ making us feel a little bit special (which is what luxury is all about...) I hope my experience will be as good as yours! Cheers,  Francois