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Closing the Loop on VC: A Return to Craft and Care
A few months ago, I shared my deep disappointment with Vacheron Constantin here following a series of service issues including polishing my matching Overseas that I had built many memories with my daughter since her birth (when I had explicitly requested no polishing). That experience, as many of you know, shook my trust in a brand I'd once felt deeply connected to. VC responded, and I want to give credit where it's due.
Last week, my daughter and I attended a private Master Watchmaking Class at the Beverly Hills flagship boutique. The boutique manager, Sally, and her team were gracious and warm. Benjamin, the master watchmaker, was endlessly patient with my four-year-old daughter, who proudly became the youngest-ever student of a VC master class. She hasn't stopped talking about the tiny screws she removed, and she's already asking when we can go back! This wasn't about replacing what was lost, but rather helping us create something new and meaningful together. We left not just with a wonderful new memory, but with a renewed sense that there are people at Vacheron who truly care.
The CEO, who personally designed this thoughtful experience, also left a handwritten note expressing his regret and desire to meet next time. In addition, I heard directly from Vacheron's Global Customer Service leader, who assured me that internal processes have been reinforced to prevent this kind of servicing error in the future. While I'm still hoping to see concrete, consistent improvements in service here in Canada, I want to acknowledge how thoughtfully Vacheron responded. They didn't ignore the issue. They listened, they took responsibility, and they followed through.
To those who followed the original story, I wanted to close the loop: Vacheron Constantin did not ignore the problem. They listened. They reached out. And they did their best to make it right, not just with words, but with action.
Closing the Loop on VC: A Return to Craft and Care
This conglomerates never change, I had my fair share of issues with the brand since the early 2000ā.
That is also a solution.
Unless it was vintage
I hear you. Unfortunately thereās no new gen 1 salmon dial Overseas being created to my knowledge.
Thanks for telling this final part of the story.
Some years ago I had a somewhat similar experience with a Patek Ref. 5030 I had just bought.
Thatās horrible and Iām sorry you had to experience that. Disappointed to know Patek also makes these mistakes and seemed slow to make it right.
Great bonding time with your daughter!
Thank you for the update. Great to hear
Benjamin is the best!