It is so flipping simple to solve this. Day 1 A watch comes in for battery change. Logged and put in queue. Day 2 one tech does -all- battery changes and pressure tests before touching anything else. Returns watches to shipping department. Day 2/3 watch returned to customer. Every single day. That's the flow. On some days that is all they'll do. On others they'll do two and go back to triage for the watches that need a trip to Switzerland. It kills me that nobody has any idea on how to service.
I'm not the only one on this forum that manages customer service. It is more important than product in an established brand. Service is your reputation. It makes my heart hurt to see a company I believe in struggle on basics. I've been through it. I get it. I want them to succeed at this. But quite frankly this is an all day every day until it is solved moment for the founders and I don't see that they've got the passion for it. It isn't as glamorous as that new moonglow. It isn't glamorous at all. But if they don't delegate it and simply get grubby, this will be dealt with. It needs to be Chris or Mike on those trust pilot review responses. They need to step up. They need to admit they took their eye off the ball in the quest for market share. If they do that? They'll slay this dragon and pull a bunch of us off the fence we're sitting on. This is the moment leaders are made. They can do this. Will they?