Bruno.M1
4847
"Customer Satisfaction: How Great Brands Get It Right… And Where Others Go Terribly Wrong
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?
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"Customer Satisfaction: How Great Brands Get It Right… And Where Others Go Terribly Wrong
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 her...
Interesting, and thanks for sharing.
I look forward to reading other WPS members chime in. Enjoy!
A lot of these brands are very poorly run
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 b...
Very interesting and informative read!
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 h...
Wow the outcome from Zenith especially with a customer with a bih buying history is just shocking.
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
I can only share from my side that all my Blancpain service experiences have been of the same style and approach (although never had a major issue)
Great to hear it is similar also for others in other regions. Thanks for sharing!
excellent but glacial
My Blancpain triple calendar took almost seven months to service and my Leman Timezone is estimated at 26 weeks. In contrast, both JLC and Piaget had a 5-6 week turnaround.
This is not asking for a free service !
this isn't about asking for a free service. It's simply a request to fix something that broke and is actually their fault. If they claim it's normal for a watch to get stuck after just 3.5 years, then they have a problem — not the customer. Moreover, Zeni...
Reports like this are unfortunate. I would prefer to see a broader statistical data set.
$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 f...
I have had the best service from Blancpain twice.
I requested service for a damaged bezel on my Blancpain Flyback Chronograph Rubber/Steel 2185F-6530-66 model, and they said the rubber bezel part was discontinued and that they would make a new one when the time comes. I received the watch with a newly ma...
I've only had a good experience with Zenith
I contacted them regarding a deployant claps issue, which they responded to saying this was a known fault in an older design and they replaced it with their new system free of charge, I recall shipping being covered also. I have tried to buy straps off th...