Any experience with IWC service center in the US, located in TX?

Does not seem to be as good as I expected: No response to email, so I had to call. The guidance about turnaround time was somewhat vague. (My watch is under warranty and started having some issues lately.)

Yes. Very good and responsive service. They have succinct and deliberate service procedures in place, however I bring my watches to my Authorized IWC Dealer who handles all direct contact and service procedures on my behalf with Texas. The dealers are trained and savvy with managing dozens of watches for their customers on a weekly basis, and know who to speak to, if needed.

Dealers have the ability to get status updates and contact me at specific milestones in the service process, such as approving specific elements of recommended services....

I go through an AD. The service center has been very good in resolving my problems. Just don't expect a lot of verbal communication. When you take a watch in for service provide a detailed description of what needs to repaired and what you want performed. Be explicit.

I sent in my Yacht Club Chronograph after the flyback function suddenly stopped working. They fixed it and had it back to me in about 4 weeks and everything has been working as good as new. There was no charge, as the watch was under warranty. I have no complaints.

Having close working knowledge of IWC's service department in Texas I can attest to the professional customer service handled by Celena who really understands so many different issues pertaining to caring of luxury timepieces. She has longtime experience with after-sales service and is very methodical in sorting out problems with timepieces and with customers.

Regards,
Jack Freedman

Thank you very much everyone for your answers and comments! Unfortunately, I cannot go through an AD because they don't handle IWC any longer. I will deal with the Service Center directly and I will let you know how it went.

And this is why this forum is great! :-) Thanks for the tip!

Does anyone know a phone number for Celena? (I don't see any IWC boutiques listed in NY.)

Thanks a lot! I have spent much more than 2 minutes trying to locate IWC boutique in NY...

I am an owner of a Portuguese and just had the worst Customer "Service" experience I could possibly imagine.
I was denied warranty coverage because of a small dent on the lug deriving from simply wearing the watch everyday. The watch had not suffer any significant impact. When I kindly tried to work it out with the representative to find a compromise the representative was very condescending.
My Portuguese is my favorite watch of my collection, that's why I wear it every day, but unfortunately I will never buy an IWC again.

From such a high level - low volumes company I would expect a completely different approach to customer relations; something much more personal and easy to work with. Instead I had the feeling I was dealing with a Home Depot representative.

What a shame...

How come the complaints about service are always from someone posting for the first time who will never buy another IWC watch again? (And usually will never be heard from again after venting.)

Alan,

did it ever occur to you that a poor customer service experience on a several thousand dollars watch may make someone pretty upset?

and by the way.. you heard from me again.

However do not forget that someone who says "I will never buy an IWC watch again" is not very likely a guy who then is going to spend his time with other IWC-buddies saying "how awesome IWC is".

My watch is awesome. Yes, by all mean. The company deals with the customers in an appropriate way? That is laughable at best.
Designing watches and dealing with customers are two very separate skills.

And honestly comments like yours make me think that you either never dealt with another high end watch company or you simply cannot recognize that something might go wrong in a process.

For your information, someone posting such a comment like the one I posted on a forum hosted by the IWC website is hopefully making a service to IWC.
Hopefully someone reads this stuff and someone can actually take some action.
So, before posting comments like yours, please make sure you think about the implications of what you write.

Thanks.

Feel better now?

exactly the kind of condescending behavior I was talking about. Must be contagious.

Sorry, but this forum is not the place for discussion of service issues. We have no way of evaluating your claims. You need to work this out with your AD. Whether or not you are responsible for dinging your watch is just not something we can evaluate.
Over the years there have been many first time complainants about service issues. I have no doubt that you are upset about your watch problem. But this is not the venue for your issue.