Bulgari

MrkK
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Rant about Bulgari service

There have been a number of posts and interviews on this forum about Bulgari committment to becoming a serious watchmaking business.  The service department is an integral and important part of every watch manufacturer and my recent experience with Bulgari service was so disappointing that I thought their service department is not yet set up or they are not serious about their watches. Here is the story:
I have an original Daniel Roth Papillon which may require service and definitively needs a  new strap. I called the Bulgari service department and was told that the only watchmaker who is qualified to service Roth watches is being trained in Switzerland right now and will be back in a month or more.  When I asked if I can buy the strap I was told that they will check on the availability and call me back. Nobody ever called. I called the service center today again and was told that the person I spoke to is on vacation. They connected me to the boutique, but nobody answered there. I left a message, but no one called me back. I called later today again and the woman at the boutique told me to call the service center. “But the service center told me to call you”. "I cannot really help you" was the answer.
I do understand that one strap and the service of one watch may not reflect the state of Bulgari’s service department, but their total lack of interest and willingness to help was very surprising to me.  I just hope that my case is an exception and Bulgari will be able to support the owners of older Roth and Genta watches.