Roffensian wrote:
P51 wrote:
I wouldn't want a 'repair while you wait'. That would show a complete disregard for any quality at all. You can't disassemble, diagnose, clean, reassemble, oil, regulate, time, correct, etc in 24 hours let alone "on the spot".
I would not be so forgiving, but you misunderstand my point anyway.
I am not saying it would be fixed on the spot. What I am saying is that if it is known you are dropping into a Service Centre at some stage (when it’s convenient for you) then; making up for what is most likely a service oversight causing considerable inconvenience to the owner would be at near the top of my list as a Service Manager. Attention to your watch fault would be a higher priority for me, so instant expert analysis on the counter and an agreed methodology for repair would ensue without delay. It just depends on how motivated you are to pull out all stops and get a fix sorted in a minimum of time and customer inconvenience.
It’s not difficult to attend to, and the more we excuse these situations from occurring the more these instances will occur. It would come as no surprise that this level of attention is an opportunity to win back someone who will be less willing to come to your establishment in the future, if 3 weeks turnaround is all you can offer. It’s not rocket science. Frankly, I would be embarrassed taking a call from a customer with a problem like this and then indicating that the only turnaround I could offer was 3 weeks, as the words would be ringing in my ears as they left my mouth.
I grant you that it could be the customers fault, that’s possible (sorry Bobby69, I don’t mean you).
But it’s probably a minor issue related to the previous service work. It may take longer than a ‘while you wait’ scenario, but that was not my point. 3 weeks to revisit the watch when it could be a fault with assembly, observation and the inspection process needs to be addressed, and I would go out of my way to ensure the customer is fully satisfied with timing the rework as a cornerstone of the service I provided. Perhaps an oversight or a missed tick point, and things do happen in life (that’s for sure), but this type of error is all too common. It’s not just in this case; it’s wide spread in other service related industries too. So I would expect and demand a higher level of attention.Serves as a reminder to all service providers that delivery is just as important as technical content. What actually happened in this case would be an interesting tale. Perhaps Bobby will keep us informed.
Bobby, I hope you get your watch back in a satisfactory condition and I would hang out for goody bag full of nice things from BUK once this is over.
when he explains the reason for the fault……….. As you can tell, I am no apologist.