Looking forward to some pics!

 

I’m here. Here is a teaser pic….

 

So as planned, I was able to visit Sinn showroom today and after taking care few other things I’m back at the hotel.
First and foremost, the new location, layout, displays and on the floor team were great. Unfortunately, it was clear from my interaction through the visit that Sinn is falling a victim of its own success and customers service is not what I expected based on my first visit to Sinn over 10 years ago and my interactions with them when I started the Sinn U journey. But let's go back to the beginning….
Once you arrive to Sinn factory, you enter the lobby across from Atrium. When I got there, there was no one at the desk, but the signs direct you to upstairs showroom. Got upstairs and my first interaction was with “Service” where I dropped off my U1W for overhaul and UX for battery change and dial/hands discoloration/replacement. The lady at the service desk was super nice and although I was not able to get the dial and hands replaced for free due to discoloration (those of you that have been around for a while know that UX initially had issues with oil turning white markers brown/yellow and Sinn replaced many free of charge due to wrong oil) she did give me a 20% discount, so not bad. Current timing to get both of my watches back is estimated to be 4 to 5 months. So, all went well with service and off to the showroom I went. At the showroom I was greeted also by super nice young gentleman, and we briefly chatted about the watches. He commented that I had my Sinn watches longer than he has known about Sinn. So, all was good. Then I asked if I can also see downstairs Atrium and was very happy when he came back after checking with someone and said, “Not a problem” and just to let him know when I’m done browsing. I said, great and went back to looking at the displays upstairs especially on the U50, since I was thinking about getting on for my 14-year-old son's birthday. He loves my U1, but it is just too big for him, U50 would be great. Unfortunately, few minutes later he came back and said that he is sorry, but he was just told that I will not be able to see the downstairs showroom. When I asked what changed, he said that he was not sure, but they told him no one is allowed downstairs and if I want to, I can take the pictures from upstairs showroom. I was not happy at that point, but OK, not his fault. Looked some more and then went to take the photos from upstairs. What do I see, 2 guys walking around and one showing the other full display. I questioned the “no people statement” and he just apologized again. It was clear that it was not his decision, but rather someone that runs this place. At that point I thought to myself, “screw this, I’m not getting anything today”
So, looked some more and went downstairs to take more photos of the Atrium from the lobby. So, I go downstairs and this time there is a lady at the front desk. As the two upstairs, very polite, greets me and asks if there is anything she can do for me. So, I told her that I tried to visit the Atrium, but looks like it is closed. She told me that I can come back at another time and visit it. I told her that, I’m not local, but from US and it will not be possible for me to just stop by at anytime and that I was here dropping off my watches for service. She told me, OK, we should be able to organize it, got on the phone, called someone and got the same answer. NO. Apologized previously and said that they said NO.
So, long winded story, but in summary when it comes to technology, venue, displays, ect, Sinn is first class. But… when it comes to customer service, they are nowhere close to where they used to be. Front desk people, super nice, decision makers need some extensive Customer Service training. I guess I should have worn all my Sinns’ at the same time, maybe then I would get better service.
There are lots of trophies/recognitions upstairs for watch innovations which is great, but none for customer interaction….
So, I was planning to have a great experience and get two bracelets and U50 on this visit, but left less than happy and emptyhanded. My son will still get a watch for his birthday in May, but it will not be a Sinn unfortunately.
OK, no more *****ing, pics are coming shortly....

 

So as planned, I was able to visit Sinn showroom today and after taking care few other things I’m back at the hotel.
First and foremost, the new location, layout, displays and on the floor team were great. Unfortunately, it was clear from my interaction through the visit that Sinn is falling a victim of its own success and customers service is not what I expected based on my first visit to Sinn over 10 years ago and my interactions with them when I started the Sinn U journey. But let's go back to the beginning….
Once you arrive to Sinn factory, you enter the lobby across from Atrium. When I got there, there was no one at the desk, but the signs direct you to upstairs showroom. Got upstairs and my first interaction was with “Service” where I dropped off my U1W for overhaul and UX for battery change and dial/hands discoloration/replacement. The lady at the service desk was super nice and although I was not able to get the dial and hands replaced for free due to discoloration (those of you that have been around for a while know that UX initially had issues with oil turning white markers brown/yellow and Sinn replaced many free of charge due to wrong oil) she did give me a 20% discount, so not bad. Current timing to get both of my watches back is estimated to be 4 to 5 months. So, all went well with service and off to the showroom I went. At the showroom I was greeted also by super nice young gentleman, and we briefly chatted about the watches. He commented that I had my Sinn watches longer than he has known about Sinn. So, all was good. Then I asked if I can also see downstairs Atrium and was very happy when he came back after checking with someone and said, “Not a problem” and just to let him know when I’m done browsing. I said, great and went back to looking at the displays upstairs especially on the U50, since I was thinking about getting on for my 14-year-old son's birthday. He loves my U1, but it is just too big for him, U50 would be great. Unfortunately, few minutes later he came back and said that he is sorry, but he was just told that I will not be able to see the downstairs showroom. When I asked what changed, he said that he was not sure, but they told him no one is allowed downstairs and if I want to, I can take the pictures from upstairs showroom. I was not happy at that point, but OK, not his fault. Looked some more and then went to take the photos from upstairs. What do I see, 2 guys walking around and one showing the other full display. I questioned the “no people statement” and he just apologized again. It was clear that it was not his decision, but rather someone that runs this place. At that point I thought to myself, “screw this, I’m not getting anything today”
So, looked some more and went downstairs to take more photos of the Atrium from the lobby. So, I go downstairs and this time there is a lady at the front desk. As the two upstairs, very polite, greets me and asks if there is anything she can do for me. So, I told her that I tried to visit the Atrium, but looks like it is closed. She told me that I can come back at another time and visit it. I told her that, I’m not local, but from US and it will not be possible for me to just stop by at anytime and that I was here dropping off my watches for service. She told me, OK, we should be able to organize it, got on the phone, called someone and got the same answer. NO. Apologized previously and said that they said NO.
So, long winded story, but in summary when it comes to technology, venue, displays, ect, Sinn is first class. But… when it comes to customer service, they are nowhere close to where they used to be. Front desk people, super nice, decision makers need some extensive Customer Service training. I guess I should have worn all my Sinns’ at the same time, maybe then I would get better service.
There are lots of trophies/recognitions upstairs for watch innovations which is great, but none for customer interaction….
So, I was planning to have a great experience and get two bracelets and U50 on this visit, but left less than happy and emptyhanded. My son will still get a watch for his birthday in May, but it will not be a Sinn unfortunately.
OK, no more *****ing, pics are coming shortly....

Very disappointed to hear how you were treated so far from home. I also intend to visit Sinn later this year but I will lower my expectations in light of your experience. It wouldn’t actually deter me from purchasing their excellent watches. It would be interesting to compare the reception experience from other brands? I doubt you’d get past the front door at Rolex!

 

 

 

 

View attachment 17267566

I know that dude in the middle of the room. He's the Stig's German cousin.

 

 

 

Bummer. Sorry you weren't able to go in there. I thought, for sure, when you told them you were visiting from the US....

 

 

I have candy cane tetras just like those! The clown loaches will outgrow that tank eventually though

 

 

 

The T50 looks so good! Personal opinion how did you like it, the good and the bad?

 

 

View attachment 17267623

Been waiting for a photo like this for a long time

U1 for me too, thanks!

 

 

Staff shortage problem is affecting every company world wide...

 

They had plenty of staff around and virtually no customers.

 

 

 

Maybe the visitors were VIPs with a scheduled visit.

 

Sinn posted this on their Facebook page:

Once a week, we offer guided tours through the special exhibition. These take place during regular opening hours and last about 1.5 hours. Dates and times can be found on our website. If you are interested, you can also register by e-mail.

As only a limited number of participants can take part in the guided tours, a visit to the special exhibition is only possible after prior registration and subsequent confirmation by us.

Sinn Watches

Sinn Spezialuhren invites you to the special exhibition and presentation of novelties from 22th February to 06th April 2023 You can look forward to the first exciting novelties in 2023, which we...

www.facebook.com

Don't confuse zee Germans with the Italians, where you can negotiate anything... Germans follow rules and there's very little give when it comes to bending it.

 

Also, to be fair, German standards for customer service are generally far below the US and they are known for this. Sinn is way above the average.

 

Ok, since we're piling on "zee Germans"; they take the simple and make it complicated. Look at any oil filter assembly on a BMW. Right, rant off

Keeping it real:

 

Hah, I work with zee Germans, so I know how they are. As to Sinn, they ”were” (based on my experience) above average, not so much anymore.
All the people I interacted with were willing, only “someone” in the background was initially OK and then changed his or her mind. Maybe I don’t have enough Sinn watches. Who knows?

 

Your interaction is unfortunate but every contact I've had with them, which has been a lot in the last six months, has been great and exceeds anything else I've experienced in Germany.

 

Am I missing something?

From what I can tell based on this thread, there is a "special exhibition" at Sinn HQ, Sinn states on its website that access to the exhibition requires advance registration, OP comes all the way from the U.S. without registering, and OP is upset that he wasn't allowed to access the exhibition and believes that is poor customer service?

 

Am I missing something?

From what I can tell based on this thread, there is a "special exhibition" at Sinn HQ, Sinn states on its website that access to the exhibition requires advance registration, OP comes all the way from the U.S. without registering, and OP is upset that he wasn't allowed to access the exhibition and believes that is poor customer service?

I find it's always better to call ahead before a visit to a watch store/factory and state your intentions. Had he done this he would've been informed that he needed to book an appointment to see the exhibition. Simple as that.

 

Just here to say -- thanks for the detailed pix, OP! These are among the only and by far the best photos of the new novelties thatI've seen. Much appreciated,

 

Glad I could help. Enjoy.