Editor’s Note: Working in watches, one of the most common complaints is poor aftersales support. If you believe every horror story you hear, servicing or returning a watch for any reason can be outrageously expensive, horrendously slow and the result can be of questionable quality. And while it’s best to take these tales with a grain of salt (did you really expect your high end chrono to be as simple and cheap to service as an old Toyota?), the reality is that too many brands overlook the unglamorous service centre in favour of the shiny new boutique. There’s one exception – Rolex. Here’s what I found when I visited their (then new) Melbourne Service Centre early last year. One of the biggest issues in this industry is what happens to a watch long after it leaves the boutique on the wrist of its happy new owner. Aftersales support and servicing may not be as glamorous as releasing shiny new watches, but it matters. A lot. There’s no quicker way to ruin goodwill towards a brand than with a negative service or repair situation, and from the anecdotal stories I hear it’s happening all too often, with common complaints including long wait…
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