Mr Glass
695
I would be as upset as you are
May 04, 2017,11:48 AM
I am not questioning your reaction and would have probably acted more violently than you (my Middle Eastern blood has a low boiling temperature...). This is not the kind of service I expect, in particular for a luxury product.
As someone who has been in customer services for a very long time (although in the software industry) : I would be curious whether this is a one-off or a general failure of the brand.
In my previous gig I managed a global team dealing with 250,000 customer service requests per year. I would often get customers complaining about specific issues, and drilling down to the details I was embarrassed about the service we provided and could only apologise, make it better to the specific customer, and fix the root cause of the problem. As you stated, enablement of staff in highly technical areas is tough, and it is impossible to achieve 100% success rate, although you do get a chance to make up for it if you screwed up initially.
Those screw-ups were a tiny fraction of the overall service volume, and the majority of our customers rated us extremely highly (a fact which did not help a customer who ended up in the .1% of requests we handled poorly).
I have owned quite a few Lexuses (Lexi?) and the service was always impeccable. I now own Porsches and am delighted with the service I get. But I am sure people on this forum can probably highlight terrible service from both these vendors. The stats do rate both those brands highly, which reduces the chance of getting poor service (but not to 0%). I have read some pretty bad Patek stories on this forum, yet I would still buy a Patek
I am not defending the brand, and not saying you should give them another chance (I wouldn't - there are plenty of other companies worthy of your hard-earned cash), just saying it's a numbers game and sometimes you are at the worse end of it.