IWC Customer Service Video

Dear Collectors and friends of IWC,

from the moment your watch arrives at one of the worldwide IWC Service Centers, it is handled with the same precision and detailed attention that it was given when first built. In the certified Complete Service (comprised of 16 steps and recommended every 5 years), skilled watchmakers dismantle, clean, repair, and reassemble every component in the watch. But that is just the quick description.

The truly unique service procedures include the removal of the watch movement from the case, and then a full dismantling of the movement’s many components. As you can see in the beautiful video below, this is no easy feat and requires extremely steady hands and immense dexterity.

www.iwc.com/en-us/service/

Best wishes from Schaffhausen

PS We are very sorry to hear about the service issue in one of the current topics. Unfortunately things like this can happen and it`s very difficult to narrow down and prove what exactly happend. Nevertheless we are sure that the problem will be fixed as quick as possible.

Very nice and very professional, nice movie on detail explanation of the complete service on IWC watches.

But I don't think all watches are being treated(serviced) equally,
for example watches sent to Asia Pacific regions for services or repairs.
Watches are usually forward to SG or HK for services or repairs, and usually comes back with problems or least satisfactions.

Dear IWC - that was a really informative and fascinating video. It of course helped that it featured "my watch", the Portuguese Perpetual Calendar :o)

It is very comforting to know that almost whatever may happen to my treasured IWC timepieces over the years, I can send it to Schaffhausen and get it back in near mint condition!!

I am very impressed indeed - and my appreciation for IWC has risen to yet another level!!

I really enjoyed watching the care, and concern demonstrated throughout the complex service highlighted in this video. I have had several perpetual calendars undergo this service - and was not aware of all these steps. Now, I fully understand!

It shows that quality craftsmanship continues long after the watch originally leaves IWC, and throughout it's life will receive the same care and detailed attention.

I must say I am deeply impressed by the video and I could watch it over and over again. As an engineer by training, I am thrilled by the sophisticated equipment used to test the accuracy of the watch etc. I like the laser treatment part. It's good to know your precious metal case is not getting smaller with each servicing.

Great job IWC!

That was great! I especially liked watching the fast motion portion of the movement disassembly.
Many of us have experienced the miracles that IWC does when servicing a watch, whether it be making your watch look new again, or just making the movement work like new again.
Thanks for this great video, IWC Schaffhausen.

Nelson

A very informative and professionally produced video.

Bravo!

Impressive! Thanks for the insight.

Rgds
ks

I understand and can relate to your sentiment. Having experienced service jobs in Singapore, the watches came back looking the same (with scratches, dents, markings) and there were delays in delivery. I believe the real "cool" stuff can only be done in Switzerland where they have the high tech machinery and tools. It will be extremely costly to have to acquire the same facilities for all service centers globally. The risk however as exemplified with my other post is with the transportation of the watch.

Correct me if I'm wrong, but I believe that the complete service package can only be conducted in Switzerland? IWC should emphasize this if it is true.

I stand corrected :)

I really enjoyed this one!

Of course, when one considers the facts and volumes - it's fully understandable that occasionaly things do not quiet go as wished. That may happen - but as we see (and experience when necessary) IWC are passionate about the quality and aftermarket service and do all they can to ensure that webIWC owners, receive the best possible service.

For me, this is one of the motivators of my passion for this brand.

Best regards
Mark

Great video! While it looks like a normal process, when we see the watches that come back it can be like magic happened.

I enjoyed the video. It was interesting to see of what the "spa treatment" really consisted!

Another in a line of Excellent videos from Schaffhausen.

Thank You IWC!

Best regards
-Joe

Great video. It demystifies what a "spa treatment" is.

Very impressive.

great stuff.

Excellent video, informative and professionally done. It is comforting to know that our watches are in good hands.
I am, however, somewhat surprised to see that, although IWC is currently a company with mostly young people, late-thirties/early-forties is young to me, all the technicians shown seem to be more senior.
I can't but wonder if that reflects reality, or those technicians were selected by the marketing people, because white hair and wrinkles inspire confidence, while the repairs and revisions are actually made by more junior technicians.
My skepticism is not baseless, and the marketing people are not above these reality embellishments. The Cruise Ship industry does exactly the opposite. Looking at a brochure of a cruise ship one only sees beautiful young models having fun in the sun. Once in the ship you find yourself surrounded by senior citizens. Although, as Jerry would say, "Not that there's anything wrong with that." :-)

Very nice video and I will share it in the biggest forum in Taiwan,
I really hope that can proceed in Taiwan's service too~

I am reviving this thread to add some brief overview of the service actions once again.

Besides the very detailed information including the video from the link in the first post another condensed information can be found here:

Manufacture - Service

Furthermore, the brief checklist as arrived with the watch returning from Schaffhausen should be on this forum, too (I couldn't found it here using the search):

Complete service includes:
- Removal of the movement, dismantling of the hands, dial and calendar
- Demagnetization of mechanical movements
- Repair or replacement of all worn/defective movement parts
- Cleaning of the complete dismantled movement
- Reassembly of the movement with selective lubrication (oil and greasing)
- Checking/setting of the escapement or replacement of the battery (for quartz watches)
- Functional check (movement and special functions)
- Precision and power reserve checks according to movement calibre and brand recommendations
- Setting of the dial and hands
- Removal of the bracelet and complete dismantling of the case
- Cleaning of the dismantled case parts, metal bracelet and clasp
- Replacement of the complete set of seals, Plexi glass
- Reassembly of the case and water-resistance test
- Reassembly of the movement including subsequent functional check
- Water-resistance test, final check of the accuracy and the power reserve over several days
- Assembly, functional check and safety check of the bracelet and the clasp

Polishing service includes:
- Polishing, sand blasting and lappidation (if required) of the case' metal bracelet and clasp

Great reviving, I enjoyed the video. Just got my YC from the service back and have now a better (visual) idea, what it went through.

Cheers Chris

I have just recently received my 1972 gold Yacht Club back from Switzerland after the full service and am more than pleased with the appearance of that classic timepiece from Schaffhausen. It was in a dreadful state, the last night I wore it to bed I awoke with the lens off, the hands bent and face damaged. Inside was worse, there were screws that didn't match, scratches and evidence that this watch had been serviced by various unqualified hacks through the years before my acquisition of it. IWC replaced the face with a lovely painted International Watch Company instead of the IWC appliqué that was on it, my preference indeed. The casement is completely free of scratches and blemishes and looks fabulous, despite my poor photography on another comment on it. What I miss is a look inside. IWC says that it was sealed in clean environment and that I would possibly harm the service done if I were to take off the back, so haven't, but wish they sent me a photo of the insides of my watch after service...I'm so curious.

I stand corrected :) [/QUOTE

Said the man in orthopaedic shoes.