December 16, 2003

Trust and honour

There is nothing and no-one I can trust anymore. My "Cartier" watch from Mongkok had a broken link. So on the weekend when we were back there I took it to my man and told him I needed the link replaced. He's a busy man. His shop is tiny. It's three floors up with an entrance no greater than a hole in the wall, but barricaded with an inch thing steel door. As is the entrance to his shop. You enter a space of no more than 80 square feet, where you are bombarded with handbags, wallets and watches from every brand in the world. Good quality stuff too. So my man tells me he cannot replace it now and will have it ready on Monday. He's constantly answering his mobile phone. He's got ADD. Nevertheless I get him to focus for three seconds. I tell him there's no way I can leave work to get back to Mongkok this week and that I need the watch before Friday. I don't really need the watch at all but that's besides the point. If I don't set a deadline I'll never see it again. He tells me again I need to come to Mongkok to pick it up. I tell him no, he will deliver or send it to Central. We're talking about 4 stops on the train, at a cost of HK$10 or so. OK he repeats three times in that local way, rapidly and as a way to say "Whatever, just leave me alone." I judiciously slip his card into my pocket.

So I ring my man this afternoon. Where's my watch? If he sent it Monday, it should be here today (HK Post is good like that; same-day delivery is not unheard of). Oh, he says, obviously scouring his mind to remember who I am. It will be ready tomorrow. He'll send it to me tomorrow. I must have it by Friday I repeat to him. I will call him again tomorrow to make sure. Yes, yes, yes, I will send tomorrow he tells me again. He hangs up on me. We both know the truth. If he remembers he will send it. And it may not be the same watch. And I will ring him irrately and he will tell me to come to Mongkok to his store to sort it all out. And he will have won.

There is no honour or trust in such dealings. This guy's after-sales service sucks. I don't care what part of commerce or business you are in. You make sure your goods are of good quality and if not you do your darnest to make it up to your customer. This is a guy I've sent plenty of others too. I will never send anyone again if that friggin' watch isn't here by Friday. I'm not saying I have life or death power over him. He probably won't notice the drop in business. At first.

But I will not rest until I avenge this travesty. Or until I get my watch. The right one. Fixed. Properly.

Posted by Simon at December 16, 2003 05:38 PM | TrackBack

If the need be... email his phone number.

We will rough him up in verbal Cantonese.


Posted by: Ron at December 16, 2003 10:47 PM

I'm from local and it's interesting from my standpoint to know people do think in your way on this. I really doubt if he knows how to send the watch by post/courier in the first place, let alone he would do that. Curious to know how this thing ends.

Posted by: nosy at December 17, 2003 01:27 AM

It seems to me that you want the best of both worlds - you use a small shop and expect first-class service. I can understand your frustration, but be reasonable!!

It's all very well to say that it only costs $10 on the MTR, but there's also the time that it takes. Did you offer to pay for a local courier?

Posted by: Chris at December 17, 2003 11:24 AM

The shop is physically small but does plenty of business. These watches were not the cheapies and I did discuss the cost of getting the watches to Central from Mongkok with him. However given the price paid we agreed he would organise delivery. Still no sign of it.

Posted by: Simon at December 17, 2003 12:03 PM
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