Service
Bruno.M1's post delves into the critical role of after-sales service in shaping customer loyalty within the luxury watch industry. His personal account highlights how two prominent brands handled post-warranty issues, offering a compelling case study on customer satisfaction. This discussion is particularly relevant for collectors considering long-term ownership and the value of a brand's commitment beyond the initial purchase.
I would like to share an experience regarding the repair and after-sales service of two different watch brands when issues arose with the respective timepieces. Below are some screenshots I originally shared on my Instagram Stories. I’m reposting them here and would love to hear your thoughts.
The core of the matter is that one brand, despite having a loyal customer, provided a disappointing level of service — essentially offering no assistance unless he paid €850 for a watch that had just fallen outside the warranty period. In contrast, the other brand was extremely customer-focused and covered the entire cost , even though the warranty had already expired.
I used to be a big fan of Zenith, but this really leaves a bad impression. How could a brand respond so poorly?
I look forward to reading other WPS members chime in. Enjoy!
Most modern consumer brands run a simple customer lifetime value calculation to figure out what they should/shouldn't do. In the case of the Zenith customer, it is pretty obvious they just torched a customer who had bought multiple times & was likely to buy more....to save a very small amount of money VS incremental $ he would generate for them in the future. So dumb and hilariously easy to fix.
Thanks for sharing! In a world where good customer service is VERY difficult to find, a huge shout out to Blancpain for the way they handled this situation! 👏🏻👏🏻 Zenith on the other hand, that’s like a bad nightmare. Surely they just lost a customer who has a track record of generating profits for them, with the potential for more in the future. Given the choice, however, they chose the low road. That is absolutely awful 👎🏻
But this may go some way to explaining just why in general Zeniths once they leave the store lose huge chunks of the cost. Marc
Great to hear it is similar also for others in other regions. Thanks for sharing!
$hit happens. I could cherry pick one day in my marital relationship, and everyone would agree we are heading for a divorce. However, that one anomalous day in 10-years is not indicative of a trend. Don’t get me wrong. I appreciate the information and I file it away. One data point doesn’t get me to move (unless it is a nuclear strike). *** When it comes to customer service, there are multiple layers. Each level is told how to respond within certain parameters. It may require a customer to “esca
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