Customers have been used to sending their watches off to be serviced or repaired and not seeing or hearing anything for months at a time. It’s always frustrating to now know what is happening, especially when it comes to a several thousand dollar watch. Previously the luxury watch industry hasn’t really cared much for after sales service and ignored or neglected customers. Now things are slowly changing. Luxury watch brands are working on creating apps that you would be able to log in and see where in the process your watch is at and even be able to communicate with the watchmaker or technician.
Brands like IWC, Cartier, Jaeger-LeCoultre, Hublot and more have created digital platforms that let their customers register their watches and receive an extended warranty longer than the traditional 2 years; or even send reminders to owners that it’s time for a checkup. Some have felt that these measures don’t go far enough and they are only patching the problems as they see them to make people feel better. Luxury watch brands might still have a way to go when it comes to after sales service, but it hasn’t seemed to slow down sales. If you are interested in buying a big name brand watch, you’re probably going to do so even if the service you receive is lackluster when it comes time for servicing.