jmpTT
732
Sounds like this issue could be avoided with better communication...
Aug 15, 2014,14:41 PM
From what I gather, the RM-04 movement has gone through some changes. A small series production movement of this complexity is bound to be difficult to fix, particularly if the fix involves making iterative changes to the movement. That being said, Richard Mille or your dealer should have picked up the phone out of courtesy and provided you with multiple updates. Since everyone is moving their points-of-sale to brand boutiques, this responsibility should probably fall on Richard Mille.
I would guess that many of the clients sending in their RM-04's have large and valuable collections and for these clients, the RM-04 is "just another nice watch". Or the RM-04 was purchased with deal money. These clients are happy to send the watch in and forget about it until it returns, good-as-new. Most clients might be this way, so in 80% of the cases, the guarantee that the watch will be returned working perfectly is enough.
On the other hand, most watch collectors have one watch in their collection that is a bit more precious than the others. It is the watch that they disappointedly send out for servicing when it starts to slow down (or it is the new grail with an initial quality problem). They will anxiously await the estimate, then breathe a sigh of relief when it's not out-of-sight. For months, they anxiously await the call from the AD. Then the call comes and excitement sets in. Once the watch is returned, the time is tentatively set and the rattrapante pusher is pressed with a bit of anxiety. After a few weeks, the collector has confidence in the servicing and bliss is restored.
No matter the cost of the watch, brands should ensure their customer service experience under the assumption that every one of their watches is its collector's grail. This goes doubly for larger brands that manufacture and sell in six figure watches. Faster servicing is one answer, but having an online portal or a dedicated customer service concierge to handle customer anxieties is a cheaper and effective alternative. There should be no shame in being shocked by a 12,000 USD estimate, even if most seasoned collectors are numb to the process.
Nearly every high end brand has servicing horror stories, but a good portion of these instances boil down to lack-of-communication. Watchmakers aren't perfect and repairs can't always go as-planned, but the client's anger more often arises from the cone of silence around the service centre.
For the collector on an upward trajectory, the grail may eventually be joined by equal or finer timepieces. Does the collector branch out into other brands or do they strengthen their loyalty towards the brands they already collect? The servicing experience attached to the now-former grail is a key factor.