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Gaz
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MIH - A story of amazing after sales service!

While many organisations say that customer service is their focus, many fail to deliver what they promise.  This topic is close to my heart at the moment as I am consulting to a financial services organisation where the service is so pathetic that they can't even get the basics right.

Anyway, not only did Raffaella and Andrea at Embassy got the basics right, they went far and beyond the call of duty in helping me resolve the issues with my MIH watch.

It all started when after two weeks of ownership of my MIH, the day wheel would mostly display the intermediate space between two days rather that the full day.  I emailed Andrea, who quickly told me to ship it back using Embassy's FedEx account.  A big tick!  No cost for returning a watch for an under warranty service.

About two months went by and after a quick follow up, my MIH was returned.  But, there was a problem.  While the day wheel was realigned, I noticed that the date was changing at midday instead of midnight.  Not only that, there was a small black stain on the minute hand that wasn't there previously.  I sent an email on Tuesday 22 July explaining the situation.  Raffaella responded quickly and suggested that I may be able to fix it by rotating the time back by 12 hours to realign the day and date wheel.  However that didn't work.  On 23 July, I got a phone call from Raffaella to check whether her suggestion worked.  A second big tick! Personalised follow up and ownership of the customer issue.

She was disappointed that it didn't and apologised repeatedly.  She said that I should return the watch again.  A third big tick! No hesitation to making right the issue. 

But she then followed up by saying "I will dispatch your replacement immediately".  A double tick for going beyond expectations!!!  I was certainly not expecting a replacement as I was more than happy that she already offered to take the watch back a second time.

But the story doesn't end there.  To my complete surprise, today Friday 25 July, I received a FedEx package from Embassy with my replacement watch.  A gazillion ticks for getting the watch to me in record time!!! 

And guess what, the minute hand was still ticking when I took it out of the package!

As far as I am concern, the MIH could not have found a better retail partner than Embassy.  Both Raffaellla and Andrea are amazingly friendly and customer focused.  They are polite and timely in their correspondance.  Sure there are mechanical issues with the piece but it is the service that goes far and beyond.  What is more striking is that the MIH is the only piece I have ever purchased from Embassy and being located in Asia, it was unlikely that I would be a repeat customer.  Yet, their thoughtful staff did not see this as a reason to not resolve my issue. 

Rafaella, Andrea and the management of Embassy, if you read this, please accept my sincere and very public admiration for your service and dedication to making sure the customer is satisfied.

Gaz