1) Maybe you have sold 3,000 pieces but you really don't know how social media works these days. Company that understands would have contacted an unhappy owner via PM and indicated that they have done as such. Then after issue resolved, everyone happy, you can update accordingly. From my POV and YOUR screenshot, it looks as if you just want to sweep things under the carpet and move on quickly... All of which never generates goodwill.Not sure what's the issue here as someone brought this to my attention, so I thought to clarify.
No I don't have a short fuse. The owners' group on FB is just like any other group and we jest quite a bit. The owners' group is an informal group, and members speak and respond freely.
I was simply responding to a post in the owner's club on FB, and because I was asked the question directly, I answered the question.
After that, I was told this was being talked about here so I came to have a look. Meanwhile the aftersales support request came in via email. The response, again, was a straight and factual one. Because I have indeed read the posts on HWZ, I thought it's ok to highlight that I have read the posts.
There's no angst at my end. We've been around for more than 3 years and have sold more than 3,000 pieces. Majority are Singapore customers, and majority are repeat customers. Many of them are members of the owners' group on FB. We meet happy and unhappy owners, mostly happy ones, and when there're problems with the watches the owners contact us and we fix the problems.
Thanks.
2) "have read interesting post in HWZ". Sorry, maybe my English is not very good, but a lot of people would take that negatively as a passive aggressive reaction. If you go to restaurant, complain on hungrygowhere, and then email the restaurant to give feedback, how would you feel if the restaurant invites you back for a return meal, and then says "by the way, we have read your interesting post on hungrygowhere"?
Anyways up to you la. Nowadays people very sensitive, better take a bit more care in replying to customers. I'm sure the Western Co was very frank and always jests with its customers too..
http://mothership.sg/2016/11/the-we...f-story-alleges-customer-was-rude-throughout/
End of the day, how many watches do you see have oil stains on the dial? Not many. Whose fault do you think this is? Is the customer right in feeling exasperated? Will it kill you to provide some reassurance and do some service recovery for something that shouldn't have happened? If not, would you rather have a few more unhappy customers out there whose impression of your company is "got oil stain and sibeh petty"? Isn't it easier to just pacify it, instead of having someone like me write a wall of text, then you spend your time trying to reply to and fro, and actually, in the first instance, showing some gesture of goodwill and trust in your customer... Would have been way easier?
Is this really the most productive use of your time? Bickering with customers and potential customers?
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... dw5600 is casio gshock, so it's all good, bro!