How is this for aftermarket service?
Recently, I broke the box to my favorite watch. Total Three Stooges moment, it just slipped out of my hand and I dropped it onto my hardwood floor. The drop took a big chunk out of the back and broke one of the hinges! Uggh.
I never buy a watch intending to resell it, but I also, like most everyone else, want to keep the boxes and papers in pristine condition. So, I felt absolutely horrible.
I considered buying a replacement box from Chrono24 ($800 !!) but in the end I decided to email H. Moser. I sent the photo below and explained it was completely my own fault, but I asked if there were a way to purchase a new one. Two days later, I get an email back asking for my address. I comply, and again offer to pay for the replacement, but a few minutes later they send another email saying they've shipped a new out at no charge! Arrived today, and I'm very grateful. This is just their entry level watch but I couldn't be happier. What a pleasant surprise.
H. Moser & Cie, total class. And I'm not touching this new box!
I'm an ex-pat living in Japan. Kind of a funky start with watches: Never used to wear one, bought a smartwatch for fitness but then this led me to become a mechanical watch nerd. Kept the smartwatch,...
Providing excellent customer service is near and dear to my heart, and I appreciate when others do the same. Kudos to H. Moser & Cie for doing the right thing. 💯
That's outstanding service 👏🏻👏🏻
Excellent service,the way it should be
Word gets around when you’re awesome, H. Moser & Cie. Now on my radar.
Yeah great watches great brand. They make the stuff of dreams
Word gets around when you’re awesome, H. Moser & Cie. Now on my radar.
yeah, I've read some really great stories about them. One was on here I think? A guy in Scotland emailed the CEO and said he was welcome at their watch group meeting, and the CEO and one of the watchmakers agreed and showed up to the meeting (and after drink) in Scotland! Great company.
That's great to hear, attention to detail like that goes a very long way for a company / brand, thanks for spreading the word on here too.
Other brands should take notes here, this is how it's done! 👏
I am happy for you.
But I disagree with the comments that this is how it should be. This is exceptional. It is not the norm.
Customers should not expect this from a company or a shop.
I am happy for you.
But I disagree with the comments that this is how it should be. This is exceptional. It is not the norm.
Customers should not expect this from a company or a shop.
Yes, I do agree with you. I was *hopeful* that they would just provide a way for me to pay for a new box. And even that I knew was probably a longshot. So to receive this much service was, I agree, truly exceptional and not the norm. They already had me as a fan, but this episode has me eternally in their corner.
Oh man, as if I didn't desperately want a Moser already!!
Great service!
I also like Moser's sense of humour producing watches which can give everyone a good laugh even though most of us will never be able to afford/justify one.
Such as the Swiss Icons watch, the Swiss cheese watch, the Swiss Alp Final Upgrade complete with Apple "upgrade loading"-style subseconds wheel, the Perpetual Calendar Tutorial watch and the Venturer with Vantablack dial and Vantablack hands. The last started as an April Fools post but such was the reaction they ended up making it.
That is what a classy company does.
Lets see the watch!
I love Moser. They make amazing watches, can be quite bold with designs (eg streamliner, their take on perpetual calendars), and have great technical skills (eg Straumann Double Hairspring).
Yeah, what watch do you have??
i love this and it made me consider Moser more because of it. now i’m on their site shopping for a watch i might like just because of this positive experience you’ve shared.
Pure class!
Lets see the watch!
I should have posted, sorry. There are a few wrist shots on my profile.
I love Moser. They make amazing watches, can be quite bold with designs (eg streamliner, their take on perpetual calendars), and have great technical skills (eg Straumann Double Hairspring).
Yeah, what watch do you have??
Just their entry level model, Heritage Centre Seconds (blue dial).
Excellent! That kind of service is unheard of today (unfortunately)!