Customer service.

[Steve1980]

So. Today was an interesting day.

It started with a trip to Tiffany’s on Old Bond Street in London, where I experienced the best customer service, and exactly what you expect when you’re putting serious money down. (1.34ct, internally flawless, D coloured diamond).

I then went across the road into the Patek boutique to ask them to look at the vintage 570 I just picked up. I was wearing my 5226, and clearly was loyal to the brand. The service was quite dismissive, and very much felt that I was an inconvenience.

Very disappointing, and quite the contrast. 50 yards apart, a world apart in standards and service

[Russell996]

Originally Posted by Steve1980

So. Today was an interesting day.

It started with a trip to Tiffany’s on Old Bond Street in London, where I experienced the best customer service, and exactly what you expect when you’re putting serious money down. (1.34ct, internally flawless, D coloured diamond).

I then went across the road into the Patek boutique to ask them to look at the vintage 570 I just picked up. I was wearing my 5226, and clearly was loyal to the brand. The service was quite dismissive, and very much felt that I was an inconvenience.

Very disappointing, and quite the contrast. 50 yards apart, a world apart in standards and service

You need to make an appointment, that way they will have the correct member of staff available. I have had both disappointing visits and great visits, I now always make an appointment and have always then experienced exemplary treatment. It obviously shouldn’t be necessary

[Steve1980]

Thanks, and yes, as you say, shouldn’t be necessary. The store was, infact, quiet and they allocated me a staff member pretty quickly. It was some fairly quick service questions,- the disappointing thing was just the attitude, and somewhat dismissive nature of trying to support. Admittedly, I wasn’t there buying anything,- just querying best service schedules for my recently acquired vintage.

Hey ho….. appointment next time!

[brandrea]

It’s always disappointing to be made to feel like you’re a nuisance.

[codecow]

I don’t want to say it but this is an outrage!

Did they offer you any beverage while you were there at least?

[1William]

It is a hit or miss in a lot of places. Usually more hit than miss but it does happen. It probably want be long before someone speaks up about how great the Boutique is but that was not your experience.

[Ichiran]

I have a great experience at the Geneva Salon. Roberto was friendly, helpful and professional despite me not buying anything.

[Steve1980]

Yep, am sure the service is normally spot on. These brands do need to give the service to back up the prestige of the brand. Occasionally things can awry

Yes, was offered a drink, but again, it felt more of an afterthought,- she had turned away from us before my partner had politely declined….

[Vasco]

Having a nice experience around an old piece is something that we enjoy with Patek, and also expect from Patek. Such experience you had isn't acceptable for the brand. Still some black sheep left I guess. It seems from our fellow members that there is hope for your next visit :p

Enjoy your beautiful 570

[codecow]

Originally Posted by Steve1980

Yep, am sure the service is normally spot on. These brands do need to give the service to back up the prestige of the brand. Occasionally things can awry

Yes, was offered a drink, but again, it felt more of an afterthought,- she had turned away from us before my partner had politely declined….

Ah so let me guess they didn’t put ice in the drink? Always annoying if you’re American but maybe not so much for Europeans.

Or if it was champagne was it Moet Imperial rather than Billecart and a Tiffany home essentials flute versus something like a Riedel?

In that case I stand by my original assessment.

[77T]

These anecdotes don't make sense to me at times.

I've not had poor experiences when I treat a staff member with courtesy myself - social style is key. That, and a lack of haughtiness goes a long way.


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[macplee]

Tiffany's is 95% time best in class. they really have good people

[Steve1980]

Okay. Quite a lot going on there in the last couple of replies. Quite why anyone, European or American, put ice in a cup of tea is beyond me……

Anyway, happy sunny Saturday one and all…..

[Ichiran]

You must experience the hospitality in Kamine and Hour Glass Japan. They will throw a incredible and exclusive party just for you and your partner (plus a few close friends) at a private club when you buy minute repeaters!

[codecow]

Originally Posted by Steve1980

Okay. Quite a lot going on there in the last couple of replies. Quite why anyone, European or American, put ice in a cup of tea is beyond me……

Anyway, happy sunny Saturday one and all…..

It’s hot here. I think it will catch on in the UK as it gets hotter but maybe not for tea.

We do order loose leaf from Fortnum & Mason at our home here and we don’t ruin it with ice cubes.

[codecow]

Originally Posted by Ichiran

You must experience the hospitality in Kamine and Hour Glass Japan. They will throw a incredible and exclusive party just for you and your partner (plus a few close friends) at a private club when you buy minute repeaters!

That sounds awesome. I want a PA system so I can hold it up to the mic and do 11:59.

[Ichiran]

Originally Posted by codecow

That sounds awesome. I want a PA system so I can hold it up to the mic and do 11:59.

Bro the chime is on demand

[Steve1980]

Originally Posted by codecow

It’s hot here. I think it will catch on in the UK as it gets hotter but maybe not for tea.

We do order loose leaf from Fortnum & Mason at our home here and we don’t ruin it with ice cubes.

Oh, I do like an iced tea, but, agree, definitely not in any fortnum and mason, or, other other hot brewed tea!

[Calatrava r]

I suspect they really had no interest in looking at your vintage 570. It would need to go to Patek service for any assessments.

[ts3]

Originally Posted by Calatrava r

I suspect they really had no interest in looking at your vintage 570. It would need to go to Patek service for any assessments.

My first thought was this may have been an SA who was out their depth with service questions regarding a 1940s watch that seems to have had quite a life (per the pic in the other thread). Of course they should still get you someone who can help.

[jsack]

1. Popped into London boutique with out an appt twice. Could not see anything or anyone with out an appt. Told to come back twice. Eventually just never went back

2. Geneva - I had my ref 1593 with me. Wanted some work done on the case. They asked me to wait 15 min. saw a lovely person who took the watch to the watchmaker, who said any case work will require a full service. He said it not need a full service at this time and did not recommend any further should be done. ( Also told me the case "ding " was so minor I should not worry about it). Saved me at least $5k service. Brought my watch back in a lovely PP service bag

Julian

[Steve1980]

Originally Posted by ts3

My first thought was this may have been an SA who was out their depth with service questions regarding a 1940s watch that seems to have had quite a life (per the pic in the other thread). Of course they should still get you someone who can help.

This the photo you’re referencing?

[ts3]

Originally Posted by Steve1980

This the photo you’re referencing?

Yup. Based on the (WG) 570s I was looking at in the past I was surprised by the thin and rounded the lugs. The bezel looks a lot less sharp as well. Did the YG 570s come that way to begin with?

[bob101]

That’s a shame to hear and definitely shouldn’t feel like an inconvenience visiting the salon regardless if appointment made or not. I would give your feedback to the management at the salon. It sounds like a training issue for sure as they need to address. Being pleasant and patient to the customer is just basic customer service. London unfortunately is hit or miss these day it seems for customer service but you don’t expect that from Patek if that was the case please do give them feedback directly.

They should be able to answer questions on the process for checking vintage timepieces handed in to the London salon and listen patiently to your requirements and give some advice on vintage timepieces restoration. The older ones pre 70s tend to have to Geneva for restoration though they can do some work in London these days. It will take months likely depending on the work agreed to be done.

Don’t let that unfortunate visit ruin the experience with Patek and enjoy the lovely vintage timepiece!