great watch, bad experience

I've never written a review or made a forum entry before, but felt compelled to let the IWC community know about a bad experience I had acquiring my first "nice" watch. As a wedding present, my wife ordered me a Portofino Chronograph from Bucherer in Zurich. The first time I went in to check on the status of the order, the sales people were incredibly rude. I chalked it up to us being small potatoes and tried to cancel the order. At this point the watch was paid for so no dice on the cancellation. Coincidentally, I went into the newly opened IWC store across the street and had a great experience trying on my future watch. So after waiting a month for the watch to arrive, I went in very excited today to pick it up. Again, I received he same treatment. Every second I was there the sales people tried to hustle me out the door. When I tried to ask questions about the use, care, and maintenance of my new watch, i was offered instead a smug glance, rolled eyes, and "check the website." Perhaps this is widely known, or maybe my experience was anomalous, but I would recommend that everyone steer clear of Bucherer and buy their IWC or any other watch for that matter, from one of the flag ship stores. The experience was so frustrating that for me, it reflects very poorly on IWC, any of the brands that Bucherer carries, and the watch industry in general.

Too bad for you. I have great experiences with several AD's of the same company: quick, professional and friendly.

Kind regards,
Paul

So I once again feel compelled to report on the service level of Bucherer. After my previous experience, I have been in contact with the sales manager as well as the managing director of the store, and I have to say that they have shown a real committment to customer service. I would say its rare, even at my own company, that organizations show a committment to continuous improvement of the customer experience, but this is clearly the case with Bucherer.

Also, I have to say that I really love my watch and am planning another addition soon, something I never thought I would do. I definetely consider both Bucherer and IWC (Galapagos Aquatimer?) to be at the top of my list.

Glad to see things worked out for you. My experiences w ADs is they try hard, and the vast majority of the time they get it right, but when they miss it is usually what you remember.

On a more positive note, welcome to the forum, hope you will post pictures of your new watch.
As for your choice of second IWC,IMHO the Galapagos AT is a fantastic watch, took mine on a 8 day sailing trip to the BVIs this past July and it really made my trip.

Kevin

Any company can make a mistake. In my opinion, it's how they work to rectify those mistakes after the fact that is the true measure of their service. Glad to see that they addressed your concerns.

I think Kevin is correct. Generally, one tends to remember the bad experiences at an AD. Contacting the sales manager was the best way to remedy the situation.

Infact it sounded weird to me, anytime I had the chance to visit one if its boutique, I was always treated well.

Sometime these mishaps happen, I agree with David, what's important is how they managed to turn a bad experience into a good one.

+1!

Welcome to The Forum!

We really like photos here, please post some, and as to the Galapagos in IMHO one amazing piece and a great choice.

Cheers!

Congratulations on both your marriage and your IWC! May you enjoy both in good health. Just forget the bad start and enjoy wearing that beautiful watch.

Best regards,

Melchior