Quality customer service

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openmedia

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#90137 15-Sep-2011 17:05

So how about a bit of a positive thread. I've had two examples in the last week of really outstanding customer service.

First "Capital Watch Services" in Wellington.

I recently bought a Skagen watch in the US while at Portland. It just stopped working and a battery replacement didn't resolve things. The warranty is international so I took it into their NZ agent "Capital Watch Services" on my next trip down to Wellington.

This is where I hit an issue as the receipt from Macy's didn't specify the watch model. If I could get an updated receipt there wouldn't be an issue but without a valid receipt they couldn't repair under warranty. They did offer to look at the battery again and while examining the watch adjusted the battery contacts and got it working with the original battery. This was done at no charge and I couldn't have been in the shop more than 10 minutes. I know that next time I'm looking for a watch I'll be visiting them, meanwhile I need to get an updated receipt in case it happens again.

Second - Blackbox / Phitek.

I tend to use my C14 earphone a lot whilst travelling but recently the left earbuds have a crack and can occasionally fall off the base. A quick email and i'm told that replacement parts are in the overnight post. No issues, no hassles and my earphones are like new again. Please support this awesome NZ based company.

So please excuse this interruption of normal service.. now back to the usual moan fest

Steve

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

graemeh

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#521590 15-Sep-2011 17:19

openmedia: So how about a bit of a positive thread. I've had two examples in the last week of really outstanding customer service.

First "Capital Watch Services" in Wellington.

I recently bought a Skagen watch in the US while at Portland. It just stopped working and a battery replacement didn't resolve things. The warranty is international so I took it into their NZ agent "Capital Watch Services" on my next trip down to Wellington.

This is where I hit an issue as the receipt from Macy's didn't specify the watch model. If I could get an updated receipt there wouldn't be an issue but without a valid receipt they couldn't repair under warranty. They did offer to look at the battery again and while examining the watch adjusted the battery contacts and got it working with the original battery. This was done at no charge and I couldn't have been in the shop more than 10 minutes. I know that next time I'm looking for a watch I'll be visiting them, meanwhile I need to get an updated receipt in case it happens again.

Second - Blackbox / Phitek.

I tend to use my C14 earphone a lot whilst travelling but recently the left earbuds have a crack and can occasionally fall off the base. A quick email and i'm told that replacement parts are in the overnight post. No issues, no hassles and my earphones are like new again. Please support this awesome NZ based company.

So please excuse this interruption of normal service.. now back to the usual moan fest

Steve

+1 for both of these examples (is that +2?).

Capital watch services are great.

I had a problem with my Phitek headphones where the battery was hard to remove. They sent me a replacement pair straight away as they already knew about the problem and had fixed their design.

DonGould

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#521594 15-Sep-2011 17:25

Dick Smith

Mic on the $60 telephone headset failed. Drop in with a receipt, no discussion, no debate, not even any attempt to test it, just replaced it with a new one - today.

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz

crackrdbycracku

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#521595 15-Sep-2011 17:25

Capital watch services are great.

Totally, I have a G-Shock watch.

After using it as a backup for too long diving the strap broke. I took it to a watch shop in Hawke's Bay where I was and was told that Casio have special straps which have to be ordered specially and it would be $150 to $200.

So for about a year I just used another watch. When I moved to Wellington took it to Capital Watch Services who took one look and said "Sure, we can fit a new strap it will be $20 if you can wait five minutes". Just amazing.

Didn't anybody tell you I was a hacker?

josephhinvest

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#521676 15-Sep-2011 20:53

Partially off-topic gripe.

HRV.

Had our system serviced the other week, very good system, very satisfied. Service was performed by a very friendly and capable guy. Having done onsite work in the past, I know that people very infrequently provide unsolicited positive feedback.

So, I emailed HRV with a glowing report of the guy that did the service, and.... Nothing.
No reply, no acknowledgement of my email. Very frustrating!

Cheers,
Joseph

Behodar

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#521688 15-Sep-2011 21:12

The best I've had would be from Amazon US. I bought a DVD box set and one of the disks was scratched (the whole thing was shrinkwrapped so it was a problem from the factory). I let them know and they sent me a new set immediately. They also asked me to send the other set back and to let them know how much the postage cost. They refunded the postage immediately, and then once they received the defective set back they gave me a $50 gift voucher for my trouble.

martyyn

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#521950 16-Sep-2011 13:53

Another +1 for Capital Watch Services.

I needed a new strap and the woman took out every option they had to fit my watch. She swapped them on and off my watch for quiet some time before I decided on the one which was out of my price range :(

So I went to four other watch/jewellers who would barely speak to me let alone get even some of their selection from the cabinets to try.

So I went back, thanked the woman for her outstanding service, made the same comments to her manager and paid the extra. They were that good.

HP

Shop now for HP laptops and other devices (affiliate link).

minimoke

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#521995 16-Sep-2011 14:56

Wow, used Capital Watch Services 20 years ago to fix my dive watch and they did a good job. And they are still around. No guessing the secret to their sucess.