Experiencing the true value of after-sales service in online watch shopping

    One of the three major elements of after-sales service is a transparent repair workspace. The greatest advantage of this design is that consumers can clearly see how the watchmaker meticulously cares for the timepiece; correspondingly, because of the consumer's supervision, the watchmaker will handle the watch sent in for repair with even greater rigour.

    What is the true value of after-sales service? Opinions on this vary; some believe a warranty is sufficient, others think having a repair technician on-site constitutes service, while some argue that this is simply not enough.

    For a watch brand that truly cares about its customers, providing the same comprehensive, thorough, and meticulous repair and maintenance service as the original factory, regardless of the country where the watch was sold, is the most basic requirement and an obligation of any luxury brand. For example, from the outset, the brand should insist on providing customers with a repair environment and technical standards identical to those in Switzerland. All repair, maintenance, and testing equipment should match the original factory specifications, and technicians should regularly travel abroad for training. To maintain consistent quality, the Swiss factory should send personnel annually to conduct assessments and issue certificates of competence, which should be displayed above the service counter. When customers bring their watches in, they are greeted by a fully transparent service area. The primary benefit of this design is that customers can clearly observe the technician's work, which in turn encourages the technician to handle the watch with greater rigour under the customer's supervision.

    The second element of after-sales service is a detailed, standardised repair procedure. Repairs and maintenance must follow a set protocol, and technicians must be strictly required to operate in full accordance with this process. This procedure should be displayed in the service department, allowing customers to verify for themselves whether the technician is adhering to the established workflow.

    In addition to a transparent environment, two other key aspects of transparency must be noted:

   1. Price transparency: All repairs should have a standard price list displayed at the service counter, and quotes should be provided using a standardised form. This approach not only ensures clarity for the customer but also provides greater protection and reduces potential disputes.
   2. Transparency of the repair process: Repairs and maintenance must follow a set protocol, and technicians must be strictly required to operate in full accordance with this process. This procedure should be displayed in the service department, allowing customers to verify for themselves whether the technician is adhering to the established workflow.
Every watch sold comes with its own dedicated file, and all repair and maintenance records are logged within it, much like a medical history. We recommend that customers bring this file with them whenever they seek service.

 

    The next time you send your watch for repair or maintenance, you can use the points above as a checklist to see if your timepiece is receiving the same comprehensive and professional after-sales service. Do not let your consumer rights be overlooked!