Complete Service: Many Positives, One Big Negative

Just thought I'll share my complete service experience with IWC.

Sent my 3536 Aquatimer for a complete service via a Bond Street London retailer in late September 2011. Requested for a complete service. Watch was sent to the Swiss factory as Richemont London did not have the necessary parts. Watch service was completed by Mid November and returned to me via the retailer.

Positives:

Excellent case restoration. The entire watch appeared as if it was brand new. All the scratches have been removed and the Titanium case and bracelet have been completely sandblasted to the original microbille finish. Even the sapphire crystal, which had dents and minor scratches has been completely replaced. Very very happy with the results! I must say that IWC's case manufacturing and case servicing standards are truly impeccable.

Negative:

This was truly and utterly disappointing. The movement did not work at all. It's only a simple ETA 2892-A2 movement and I don't know what happened with the so called quality control process with reference to the movement. Just kept winding and winding the crown, but the second hand and the balance wheel just did not move. Didn't expect this at all, particularly since the watch was sent to Switzerland.

I left empty handed after looking forward to taking home a newly serviced companion of more than 8 years. Have to now wait for another week or so before it's return from Richemont London, which has taken over the repair.

Best regards,
Leon.

Hi Leon,

I understand your frustration, but I have a theory here called the "Basketball Theory of Repairs". Basically, it's that the worst enemy of all repairs is shipping. No matter how padded, you've seen FedEx and UPS guys throw the boxes around. No watch can withstand such impact, and it's only the finger of fate when your watch gets slam-dunked.

It's the Achilles Heel of repairs (and deliveries of new watches). I'll bet your left watch left repair working fine, and IWC can quickly fix this.

Good luck.

I second that theory. I also think the first "balls" to be used are the ones that are labeled "Fragile."

Argh!!!

It's a good example of how it takes an age to build a reputation and five seconds to ruin it. I am referring to the carrier by the way.

Thanks to all for your comments. Yes, I suspected that it was the courier, but such suspicions will always be difficult to prove. Moreover, I am sure that in the case of indemnity these couriers will have their fine-print clauses and riders to protect themselves excluding loss or theft. Its a shame that the costs of such irresponsibility (if the basketball theory holds true) has to be transferred back to the watch company as well as the end customer. There should be ways to forfeit the logistic agents to prevent or deter such happenings.

Best,
Leon.