Fantastic Customer Service - Makina watches

[ryanb741]

I had pre ordered the new Gabriel model watch from Makina, a boutique watch manufacturer in the Philippines. The watch arrived with a dial blemish and an issue with the winding mechanism. I contacted them yesterday and they said to give them a day to come back with something to make amends. Here's what I just received from them. Needless to say they have a repeat customer;

Hello Ryan,


Thank you for waiting for me.


My team is ready to ship out to you next week.
We don’t need the watch returned to us first, we will send you a new one asap.


You can return to us the watch you have now, only at your earliest convenience.
I will send you another note regarding this later.


If you have been charged customs tax for this shipment,
please let me know how much and
I will make sure we compensate you via PayPal or other means you prefer.


Once again, my apologies for this.
I am embarrassed.
I just want to thank you for being patient with us, thus far.


If you have any questions or any objections with the above,
please let me know and I will do my very best to accommodate.


Have a nice long weekend,
N***

[sickie]

I don't think you'll see that very often if at all.

Excellent customer service

Sent from a technical device.

[KavKav]

Blimey! What a cracking example of customer service, diametrically opposed to totally indifferent and ‘Rip-off’ Rolex!

[mjoranga]

Wow, I'm from Philippines ,and that customer service from Makina is beyond my expectation.

Sent from my SM-G991B using Tapatalk

[Neil.C]

Sounds like Makina should up their QC if a watch goes out with a blemished dial and a fault in the winding mechanism.

Replacing the watch and reimbursing any tax paid is the least the shop could do IMO.