Pilot Chrono back from IWC Service - Advice needed

Dear friends,

I've just received my Pilot Chrono back from IWC TX Service center in Fort
Worth. This is my first experience with IWC factory service.

Watch came back in the same condition I sent it in except for damage on the
inner side of the lugs that is obvously caused by removing the leather strap.

There are now visible scratches and small dings on the inside and since the
watch was just 2 years old and was in great cosmetic condition I rejected
complimentary polish at the time estimate was presented to me. So I guess
there was no way for them to cover it up. I paid $570 for complete service.

Is this nmormal ? Maybe I'm overreacting but shouldn't IWC have tools to avoid
similar type of damage ?

If you have any similar experience or advice I would appreciate your thoughts.

Thanks !

that is really bad. You should contact them and let them know about this.

No not normal, just a (very) un-carefull watchmaker...

This points out the benefit of taking photos of your watch, date stamped,
prior to a service.

Wow sorry to see that. That's just excessive and careless.

Bill makes a very good point.

How did you send your watch in? I know some boutqiues have a station to
photo/video document watches before they are sent in.

How disappointing and I beleive outrageous! I hope someone from IWC is
reading these types of threads. If you cant trust IWC themselves, who CAN you
trust?