IWC Policy on Customer Requested Repairs ?

I recently brought my IWC Titanium GST to an authorized IWC service center for repairs....including dealing with a very nasty gouge on the caseback. I was told that nothing short of replacing the caseback would restore the watch to "as new" appearance.

When the repair estimate came back...it was for a refinish....and repeated requests, by my service center and myself to the IWC North American staff...have produced the answer that: "IWC refuses to replace the case back because the damage is only cosmetic and does not affect function." Naturally, I'd like the option to replace the case back....and an estimate to do so....but have been unable to get any other answer from the North American reps.

Hence I'm posting here in the hopes that someone can enlighten me...and/or help get this message to IWC so that I can get answers.

If someone's caseback is damaged functionally.....does IWC tell the person that the watch is unrepairable? If not...it means that they replace the caseback.....which means they either enter a new serial number into the database for that particular watch....or engrave the original serial number on the new caseback.

Does the capability to replace a caseback exist or not? If it doesn't . I'd like to know...as would many of my watch-collecting friends......as that clearly will influence my (and their) future purchase decisions.

If IWC does have the ability to do the work...why is the company refusing a reasonable request from a loyal customer who is willing to pay for the work?

I'm bringing this up becaue the North American concierge has told my authorized dealer that "IWC will not replace the case back" (Even though I am requesting it and am prepared to pay if I choose that option....and I can't even get an estimate).

A week ago I asked that my questions above be relayed to IWC itself....in the hopes that what I was being told was a mistake on the part of North American operations....NOT IWC company policy.

IWC is reluctant to change the case back as it gives the serial. So you change the identiy of the watch when changing the back.

That might cause trouble for IWC, it might cause trouble for the owner (if the watch is stolen and the thief has the possibility to change the back) and it causes in the long run problems for collectors, who definitely like "matching numbers".

Regards

Koenig

Koenig:

Appreciate your comments....but:

1. Why isn't it possible to install a new caseback with a matching serial number?

2. The gouges on the caseback...although "not affecting function" are SOOO
   deep that I think any collector would rather have a "mixed numbers" watch with a pristine caseback.....especially since checking with IWC would authenticate the identity of the watch.....even assuming the new caseback had a new serial number....as I am sure a company such as IWC keeps records of such things.

3. Shouldn't I be given the choice...at least an estimate for such work...after all...it's MY watch now...and if I choose to pay a quoted price...why should I be denied the opportunity to have the aappearance of my watch returned to "as new", if the capability exists...if that is what I want? Isn't that an essential element of "Customer Service????"

4. From Wikipedia: "The company claims that its service department has the parts and is capable of repairing and maintaining watches from every era since IWC's foundation in 1868." Watches from IWC, IWC Schaffausen, Branch of Richemont International SA, Schaffhausen, March 2006 at page 249.

Or am I missing something????

FYI- I just posted registered letters to IWC-Switzerland directed to the President and Head of Customer Service of IWC asking for help and clarification. As a new member of this Forum (as well as a long-time member of the National Association of Watch and Clock Collectors), I’ll keep you appraised of further developments .

First of all:

I have not made the rules within Richemont, so don't shout at me.

That said:

There is some sense behind these rules.

ad 1: The after-sales-service can't simply take a back with the correct number out of a drawer. And to apply a number to a up to then sterile back raises some technical issue not so easy to solve.
ad 2: Yes, IWC has spares for most of their watches ever produced. And exact for this reason IWC is reluctant to change a back. They need to have a consistent rule for ALL watches coming in for service, applying to three year old watches and as well to 140 year old watches. Do you ask them to change the back of a Jones pocketwatch for cosmetic reasons and to add notes to the 140 year old sales ledger recording that watch? I dare to say, you don't. And where is the borderline up to when casebacks can be changed? For watches up to ten years of age, but no more for an eleven years old watch?
ad 3: Yes, you are the owner of your watch. But IWC is the owner of their spares. They decided to keep their watches alive and to produce spare parts for watches out of production for decades despite the efforts it takes. But they decided as well not to change backs for cosmetic reasons only. I can understand that position.

They have the right to make their own decisions. And so they do. That's it!

Regards

Koenig

Why would I shout at you? Everyone is entitled to their own opinion.

However, everyone is not entitled to their "own facts."

The facts are:
1. Some products made by IWC are terrific
2. IWC is not the sole producer of quality timepieces.
3. Most people factor customer service into their decision whether to purchase a product.
4. Companies that have policies that are not "customer friendly" risk losing market share.