Initial Business Response /* (1000, 5, 2015/05/06) */
We at JB Hudson take pride in serving dozens of repair customers every day with professional and courteous serviceThe notes we take down in our repair system on every job notes allow us to track progress, and easily lookup the history of every
job
A vintage Jaeger LeCoultre was brought in for restoration, a new crystal, and new strap on 9/28/The watch was sent directly to Jaeger LeCoultre's service center in New York to be evaluated, as per operating procedure, as Jaeger LeCoultre does not sell parts and requires all restorations be completed by only themThe client was told that these repairs can be very time-consuming and that an estimate from JLC would be expected in approximately one month, per our experience
On 10/29/we were notified by JLC's service center that the watch must go to Switzerland due to it's complication, and that the service cost would be at least $800, but it would take approximately weeks from now to receive definitive estimate information that, per JLC, if the estimate was then declined a diagnostic and administrative fee would be charged to the clientOn 10/29/we left a voice mail for the client with the above information, and the client returned our call and agreed
On 1/8/we received an estimate from JLC Switzerland with the definitive estimate of $shipping, $1,service, $parts, totaling $2,059, with additional optional service including a new strap $and buckle $The estimated completion date on the estimate was to weeks
We emailed the client the comprehensive estimate information and received no responseWe called the client to follow up on 3/5/and again detailed the estimate, to which she agreed to proceed on all work options including the strap and buckle, and acknowledged the estimated 52-week time frame
We contacted JLC Switzerland on 12/19/to request an update on the job, as it was coming up on the estimated due dateWe were told the watch was complete and en route back to us and was going through customsWe emailed the client to update her of the good news - the watch was done and would be back soon
On 1/21/we emailed the client that the watch was complete and back in our storeWe received no response
On 2/21/we called the client to inform her again the watch was ready for pickup
On 3/9/we mailed a card to remind the client the watch was here and we also offered to courier it to her if it was too difficult for her to get it, as we often do for the benefit of our busy customersShe declined that service
On 4/18/we sent a registered letter again informing of the watch being ready for pickup
The client called on Saturday 4/25/after having received the registered letter, our fourth documented communication about pickupShe requested to speak with the repair manager, who was not in on that SaturdayKnowing our Popp voice mail system was not working, we asked multiple times how we could help the client, or can we offer her someone else to speak with, but the client refused to speak with anyone else or discuss the reason for her callThe repair manager called the client on her next day in the office, Tuesday, and left a voice mailThe client did not return our call
The client picked the watch up on 5/2/without incidentOur repair manager decided to discount the total by $
Initial Business Response /* (1000, 5, 2015/05/06) */
We at JB Hudson take pride in serving dozens of repair customers every day with professional and courteous serviceThe notes we take down in our repair system on every job notes allow us to track progress, and easily lookup the history of every
job
A vintage Jaeger LeCoultre was brought in for restoration, a new crystal, and new strap on 9/28/The watch was sent directly to Jaeger LeCoultre's service center in New York to be evaluated, as per operating procedure, as Jaeger LeCoultre does not sell parts and requires all restorations be completed by only themThe client was told that these repairs can be very time-consuming and that an estimate from JLC would be expected in approximately one month, per our experience
On 10/29/we were notified by JLC's service center that the watch must go to Switzerland due to it's complication, and that the service cost would be at least $800, but it would take approximately weeks from now to receive definitive estimate information that, per JLC, if the estimate was then declined a diagnostic and administrative fee would be charged to the clientOn 10/29/we left a voice mail for the client with the above information, and the client returned our call and agreed
On 1/8/we received an estimate from JLC Switzerland with the definitive estimate of $shipping, $1,service, $parts, totaling $2,059, with additional optional service including a new strap $and buckle $The estimated completion date on the estimate was to weeks
We emailed the client the comprehensive estimate information and received no responseWe called the client to follow up on 3/5/and again detailed the estimate, to which she agreed to proceed on all work options including the strap and buckle, and acknowledged the estimated 52-week time frame
We contacted JLC Switzerland on 12/19/to request an update on the job, as it was coming up on the estimated due dateWe were told the watch was complete and en route back to us and was going through customsWe emailed the client to update her of the good news - the watch was done and would be back soon
On 1/21/we emailed the client that the watch was complete and back in our storeWe received no response
On 2/21/we called the client to inform her again the watch was ready for pickup
On 3/9/we mailed a card to remind the client the watch was here and we also offered to courier it to her if it was too difficult for her to get it, as we often do for the benefit of our busy customersShe declined that service
On 4/18/we sent a registered letter again informing of the watch being ready for pickup
The client called on Saturday 4/25/after having received the registered letter, our fourth documented communication about pickupShe requested to speak with the repair manager, who was not in on that SaturdayKnowing our Popp voice mail system was not working, we asked multiple times how we could help the client, or can we offer her someone else to speak with, but the client refused to speak with anyone else or discuss the reason for her callThe repair manager called the client on her next day in the office, Tuesday, and left a voice mailThe client did not return our call
The client picked the watch up on 5/2/without incidentOur repair manager decided to discount the total by $