This is a question that we almost always ask our customers. After all we want to know what help they need and how we can go about resolving their watch woes.
From the standpoint of a watch service centre, we understand that sometimes a communication barrier exists between our customers and us. Vague enquiries that use layman watch terms may confuse us due to the sheer variety of watch brands and types out there. At the same time, understandably, customers will get frustrated if you are just trying to ask about a seemingly simple and small problem.
This communication barrier needs to be fixed to increase the efficiency of communication and improve your customer experience. And this barrier can be fixed.
This guide provides you with the key knowledge on how to clearly communicate your watch woes with your watch service centre.
Before we delve into the guide, it is imperative to understand that there are two main types of watch service centres.
Firstly, an agent is generally operated by a subsidiary or an appointed distributor of a watch brand. It is a dedicated service centre solely for that particular watch brand. As for a third-party service centre, it is a multi-watch brand service centre. The types of watches serviced are dependent on the capability of the centre and the skills of the technicians.
Now that the basics are out of the way, there are a few key aspects of a watch brand that you need to be aware of, in order to clearly communicate your enquiry to the watch service centre.
What exactly goes into a watch brand?
Let’s use the brand, Omega, as an example.
For each brand, there may be one or more collections. For Omega, some collections include Seamaster, Speedmaster, De Ville and Constellation. Knowing the collection of your watch will give the watch service centre a better sense of the watch you are enquiring on.
After knowing the collection, the next key information concerns the execution of the watch. The execution of the watch encompasses movement, gender, size, strap, crown etc.
Remember that making an enquiry is not the time to be reserved and hold back on this information. Be it a phone call, an email or face-to-face conversation, it is important to share the correct information with the watch service centre.
“Hi, I have an Omega watch that is spoilt. How much do you charge for servicing?”
“Do you service Rolex? My watch is not working. How much do you charge?”
“My Panerai glass is broken, can you replace? How much will repairing my watch cost?”
As much as the watch service centre would like to help you in your enquiry, give you suitable advice and an accurate quotation, vague enquiries like the above – with no specifications of model and execution – will not help them in assisting you.
Here’s a summary of the information you could offer your watch service centre.
· The watch brand and collection. Or better still, the exact watch model/reference.
· The movement type – quartz or automatic? Or for the more savvy collector you can mention the movement used e.g. ETA, Selita, Valjoux 7750, inhouse movement, etc.
· What kind of crown does the watch have? Is the crown normal, screw-in or stainless?
· The function type – 2hand, 3hands, chronograph or moon phase?
· Describe, as clearly as possible, the issue with your watch.
· Send photographs where necessary. Include front, back and side views – where the crown is shown.
At least with this information, there is higher chance of getting a response from the service centre as they now understand your problem better.
At the end of the day, the most effective way is to send your watch to the centre for an assessment. After the assessment, you may find that you may not need to pay as much to repair your watch or discover underlying issues that affect the problem you have highlighted.
One last pro tip, watch service centres definitely give priority to customers who take time and effort to visit the centre because it shows just how much the customers value their watches and how serious they are in getting it fixed. Make that effort!