Does service from a brand matter to you? Be it in store/customer service. Or do you just care about getting the watch?
Hi crunchers!
I’m writing this post to talk about my experience with IWC as a brand. I’ve been purchasing from IWC for a few years now and I have to say, I am more inclined to keep purchasing from them not just because I love the brand, the history and the designs, but also because of their customer service/in store service.
From purchasing watches to buying additional straps/clasps and sending my watch in for service. The staff has been extremely helpful and nice throughout the whole process. The brand really makes me feel like a valued customer. Though I am spending a lot with them, but the same can’t be said with other brands I’ve bought with. They are good but IWC stands out amongst all of them.
Once I wanted to purchase a XS sized strap for my IWC AMG. But I had to leave the country in a few days. They only had 1 XS sized strap for the watch but it’s in a boutique far away from Tokyo. They expedited it for me so I could get it in time no questions asked.
Additionally, the staff would give me the occasional gifts, such as a watch box or a travel pouch, watch roll, etc. These are not only given to be when I’m purchasing watches. Sometimes it’s when I’m just browsing or inquiring about watch strap/buckle options. Or when I’m purchasing straps.
This has obviously affected my perception of the brand in a very positive manner. I have read some stories of users having a very positive experience at an A.Lange boutique but the price of their products are in a whole other category. So that level of service is somewhat expected.
Just curious if anyone else have an attachment to a brand that goes beyond just the product itself.
Welcome to my WatchCrunch profile.
Absolutely! For me, getting into watches has been about the whole experience, and the service around the watches is a huge part of it.
I remember when I was 22, I got my first real job and I went into this fancy department store to get a suit. The salesperson took my measurements and talked to me like a real adult, and did everything in his power to make me feel like a valued customer! All my life, I'd been poor, and most of the time, going into Kmart, where our family always shopped, I felt like it was a 50/50 proposition as to whether I might get accused of shoplifting!
The first time I walked into our local Rolex boutique here, a couple of years ago, back when I was a muggle and didn't know the first thing about watches, I once again felt like 10 year-old me in Kmart. The sales associate asked all these questions about what I did for a living, if I owned other watches, etc., etc. I felt like she was grilling me, as though I might sully the furniture in the store. When I walked out, I was like...
Breitling lost my loyalty when a) 2 B01 chronograph watches broke within 1 month of ownership, brand new, and b) the sales associates at the local Breitling Boutique here kicked me out of the store for daring to ask them about QC associated with the watches.
I now own 14 GS, and one of the reasons is because everyone I've ever dealt with associated with GS has always treated me like... well, like an adult! Like a valued customer!
Absolutely. It’s a huge reason I bought an Omega over a Rolex. The Omega AD made me feel like I had been shopping their for years and had spent big money there even though it was my first luxury purchase. Rolex however were just kind of rude and pushy and overall soured my opinion of the brand.
Customer service is critical as far as I'm concerned. Great customer service such as you have received at IWC can not only make a customer for life, but can also result in additional business through recommendations. Bad customer service obviously has the opposite effect. I'll never buy a product from Dell based on the absolutely terrible customer service I received from them several years ago.
Absolutely! For me, getting into watches has been about the whole experience, and the service around the watches is a huge part of it.
I remember when I was 22, I got my first real job and I went into this fancy department store to get a suit. The salesperson took my measurements and talked to me like a real adult, and did everything in his power to make me feel like a valued customer! All my life, I'd been poor, and most of the time, going into Kmart, where our family always shopped, I felt like it was a 50/50 proposition as to whether I might get accused of shoplifting!
The first time I walked into our local Rolex boutique here, a couple of years ago, back when I was a muggle and didn't know the first thing about watches, I once again felt like 10 year-old me in Kmart. The sales associate asked all these questions about what I did for a living, if I owned other watches, etc., etc. I felt like she was grilling me, as though I might sully the furniture in the store. When I walked out, I was like...
Breitling lost my loyalty when a) 2 B01 chronograph watches broke within 1 month of ownership, brand new, and b) the sales associates at the local Breitling Boutique here kicked me out of the store for daring to ask them about QC associated with the watches.
I now own 14 GS, and one of the reasons is because everyone I've ever dealt with associated with GS has always treated me like... well, like an adult! Like a valued customer!
Wow. Your breitling story is crazy. It’s always interesting to hear everyone’s stories and experiences. The one constant that I always hear is the bad experience at Rolex hahaha.
Though Rolex here in Tokyo is not too bad, but the ones in Singapore are awful. I feel so judged when I’m just in there to browse. It’s like they are reminding you how you are lucky to be able to see these watches.
I’ve yet to buy my first GS but I am looking forward to. Just waiting for the right piece at the right time. Thank you for sharing.
Absolutely. It’s a huge reason I bought an Omega over a Rolex. The Omega AD made me feel like I had been shopping their for years and had spent big money there even though it was my first luxury purchase. Rolex however were just kind of rude and pushy and overall soured my opinion of the brand.
I’ve heard only good things about Omega. Excited to get my first boutique purchase with them. Just waiting for the right price.
Absolutely. I bought my Tag Heuer Monaco from a Torneau (which has since closed). I don’t remember exactly what the problem was - it was ~15 years ago - but it had some problem. Torneau just took it without question and expedited repairs. I think I was without it for a just couple weeks. That’s fast.
And every time I went into a Torneau after - even different ones - wearing that watch, they asked if they could polish out any scratches that were on the acrylic crystal.
I’d absolutely buy from Torneau again.
Agree, I’ve bought 3 Oris watches from the guys in the Oris Airstream when they come to our local ADs annual watch fair. They’ve come to know me and my wife. My best watch roll, an excellent wooden 5 place watch box, cups, hat, NATO strap and I forgot what else all came from those guys. They also took a lot time with special order half-links they had in the Airsteam to get a perfect fit on my Pilot. A couple local micro brands (Towson Watch Company and Baltimore Watch Company) are also generous with extra bands, watch rolls and the like. The Oris guys have checked regulation on my watches when I see them and the Towson Watch Group has a skilled in-house repair group. Yes - it does make me feel good about these brands!
It really does matter. A local shopping center has a Rolex boutique and an IWC boutique. One I went to a couple times, one associate mildly cold but at least helpful, another one is just not nice. The other boutique is the opposite, welcoming, helpful no matter who you talk to, encouraging you to check out what they have. Can you guess which is which?
It wasn't that I just chose to buy an IWC because they were friendly and helpful, but I'd say that was one of a few catalysts to learn more about the brand, experience the watches on wrist. And then the next thing you know I bought a watch from them. And I don't think it will be the last one I buy from them.