Jaeger-Le-Coultre understand customer service

[michael gould]

9 months ago I requested "extract from the Archives" for both my JLC watches at a cost of £170 each .....I duly paid the £340 in advance and 5 months later had still not had my pre-paid "extracts" ......they finally arrived today with the most profound apologies. The delay had been caused by the long term sickness of their head archive chappie.

They have fully refunded my £340 ....sent me the most beautiful book which i believe are £130 to buy and offered me a day with their head master watch maker rebuilding watches which would be a wonderful experience for any watch enthusiasts ........a great lesson in rebuilding customer loyalty after a cock up

[CardShark]

That's the way to do it. Going beyond the customer's expectation (which I presume it did for you) after a cock-up can easily keep relationships from going sour. Sadly most try to get away with the bare minimum of "customer service".

Edited by CardShark on Thursday 13th October 12:22

[PJ S]

That’s quite a result there, Michael.
Good to see JLC getting some praise for a change, but it surprises me that they’d no-one able to fill in for the chap who was out of commission for a while.

[michael gould]

PJ S said:

That’s quite a result there, Michael.
Good to see JLC getting some praise for a change, but it surprises me that they’d no-one able to fill in for the chap who was out of commission for a while.

apparently not ....but a great result from a poor start

[hornetrider]

Pffft, TAG would have turned around a brochure request in a week.

[J8 SVG]

Smaller scale but Barbour did similar for me -

Sent them my jacket to be repaired due to a design fault (Zip rubbing on inner arm) and £30 for a re-wax while it was there. Took them a while but when they sent it back there was an apology for the tardiness, a lovely free scarf and my £30 back! Coat was pristine with new popper to protect the arm from the zip. Everybody happy, will definitely recommend to anyone.

Not many decent companies around like this any more!

[andy tims]

Nice result.

[Some Guy]

Excellent result, especially the day with the watch maker.