There's something reassuring about the words "Swiss made".

But the label extends far beyond pure geography. Sure, there are strict standards to meet: over 60% of an item's production cost must come from Switzerland, and the core of its manufacturing must take place there.

But what "Swiss made" really signals is something deeper: care, precision and a quiet confidence in doing things right. All this is why Swiss-made appliances are known for their beauty, performance and - most importantly - longevity.

For Swiss appliance brand V-ZUG, the label also comes with a promise of service.

"Customers don't forget how you make them feel, especially when something isn't working at home," says Angeline Yap, managing director of V-ZUG Southeast Asia.

Having once struggled with the frustration of waiting for service callbacks, Yap learned early on the importance of timely and reliable support. She also recalls how, growing up, her family held on to appliances for decades - not only because they worked well, but because they trusted the people behind them.

"That kind of trust is what we aim to build with every homeowner today," says Yap. "It's earned over time by being present, responsive and accountable." For her, service is ultimately about "making customers feel seen and supported".

V-ZUG reflects this commitment through its 10-year warranty for retail customers, underscoring its promise to support homeowners through everything from wear and tear to unforeseen faults.

"We design appliances to last, but when service is needed, it must be dependable and precise, just like our engineering," says Joe Leow, head of service and support at V-ZUG Southeast Asia. "Our job is to respond quickly, with empathy and care."

To this end, the brand manages its after-sales service entirely in-house, an approach that Yap notes gives the brand "complete control" over the service that customers receive.

"Fast; friendly; efficient."
- Hans Peter Brunner, homeowner

This means there are no call centres; when a customer dials in, they get to speak with operators and specialised technicians trained directly by V-ZUG. All service staff must pass regular updates and product testing to uphold the brand's benchmarks and standard of excellence.

On that note, Leow highlights another facet of V-ZUG's approach to after-sales service: its "first-time fix" philosophy. "Speed is important," he notes, "but what really matters is fixing it well, the first time. That's our commitment."

The brand's service team assesses the issue in detail from the get-go, providing a clearer picture for technicians to take on the task. This, in turn, reduces the number of follow-up and repeat visits required.

"We are not here to tick boxes or follow scripts," Leow adds. "Our team is trained to think and act like owners. Every home visit is personal; we take the time to explain, listen and solve problems."

The effort is paying off. Leow notes that, compared with his past experience with another brand, service requests come in much less frequently with V-ZUG, particularly in the large-scale luxury residential projects that it handles.

"[Senior technician] Qing Kang was very prompt in his assistance and thorough in checking my equipment."
- Sarah Tham, homeowner

Homeowners, too, can feel the difference. A recently concluded survey on V-ZUG's maintenance and repair services showed high levels of satisfaction among customers in Singapore.

Yap says the survey findings have "deeply encouraged" the V-ZUG team. "These results aren't based on showroom impressions or a one-time interaction; they come from homeowners who've lived with the product and needed our support."

Summing up her experience with the brand, homeowner Serena Yeo says the service she received was "proactive and friendly".

"Customer service was great," says another homeowner. "The staff and technicians are some of the best in the market I have dealt with."

Also among the respondents was Park Collection homeowner Martin Wong, who had submitted a request for service via text message on a Sunday. He had initially expected to wait till the next day for a response, but was surprised to receive a reply from Leow in "just two minutes".

"Joe was also able to arrange for someone to come take a look at my refrigerator the very next day," says Wong. "Such a positive customer service experience really makes it worthwhile being a V-ZUG client."

For Leow, time is always of the essence. "When someone's planning to host guests, or they're counting on their appliances for a family meal, I don't want them to be disappointed," he explains.

"People don't always say it, but you can tell when something matters to them," he adds. "That's why we strive to respond quickly, even on a Sunday. It's not about rushing; it's about showing up and being present when it matters most."

Visit the V-ZUG showroom at ION Orchard #02-07B, or speak with the V-ZUG team via WhatsApp at +65 6926 0878 to learn how the brand brings Swiss precision and personalised care into everyday living.

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