Quality declining?

I am wondering if anyone else has seen a deterioration in IWC's service. I was fortunate enough to invest in the beautiful Portuguese Yacht Club (so many complements all the time) but the chronograph stopped working after 9 months of purchase and after more than 2 months in service at Schaffhausen, it came back still broken! Sadly I am getting the run around from IWC and the watch is expected to be away for 3+ months in the hope it is fixed properly.

Does anyone know if IWC has changed its processes or management to explain the decline in quality?

Thanks MRF. The reorganization explains things. Too bad I was one of the glitches to fall through the cracks. Hopefully IWC gets back on its feet before I get used to wearing my other watch!

I've had a similar experience with schaffhausen.It all started after I'd bought the very first,in Asia,new pilot chrono 43mm. After acquiring the watch from the IWC boutique in Kuala Lumpur,Malaysia,I arrived back to my house in Australia,with the watch still with its protective covering intact. When I came to unravel the layers of plastic from the watch and give it a proper visual inspection,as one does,over a coffee/tea,I noticed some small nicks in the case around the bezel area. I promptly phoned the salesman at the boutique to notify him of the problem. He assured me that it couldn't have happened during their handling of the watch. I didn't want a polish of the case because the marks were to close to the crystal,and the only real solution was to have the watch transported to schaffhausen.Anyway,to cut a long story short,the watch went to schaffhausen,via IWC in Sydney,Australia.Eight months later,I received a brand new,different serial number watch. I have to say that IWC in schaffhausen,or more specifically,those in the department responsible for warranty issues,were abysmal in their customer service. If it weren't for the help and assistance of IWC in Sydney,I would have given up on IWC altogether.
So,schaffhausen,I hope that some of you read this,because you still need to improve on your customer service.

Also busy with my first scratchy IWC warrenty repair. Sent my 3787 in to get the out-of-box chrono issue rectified, after 2 months I was contacted saying we are going back to Shaffhausen now, but I will be quoted for the repair seeing that the watch was purchased in 2010 ... A 3878 with a new (defective) in-house movement in 2010? Is this not common knowledge for people actually servicing IWC's? Really holding thumbs for a smooth outcome.

I visited the IWC boutique at greenbelt Makati here in the Philippines, as soon as I entered I was amazed with the new set up and very elegant interior design that outright made me feel very comfortable in short I love It! Then started to look at the new models on display and the new classic pilot Chrono caught my eye because it was beside the big pilot, same watch I got several weeks ago.I also love the new design there was only one thing I wish they haven't changed which was the stainless steel bracelet.This is just my opinion the old design to my taste is a lot better, I like the elevated links better than the plain flat design at least I have that model.I hope IWC is not cost cutting in their production. Honestly the new bracelet looked cheap to me.

Regards,
Angelo 111

There are quite a number of people (including me) saying that the very first Pilots bracelet (Mk.I.) was the nicest (back in the nineties). I'm fortunate enough to own one with my 3706. A few years later the Mk.II. with the 2 elevated lines was already said to be the result of cost cutting. Regardless of the design I show thumbs up for this Mk.III. bracelet alone for the new geometry with hidden bar ends and mostly because of the quick micro adjust bracelet clasp which should be a must for the Aquatimer line too...
Excuse me for taking part in hi-jacking the thread... :)
Regards,
Robert

I cannot agree more to say IWC quality seems to have an issue. I bought two IWC. Both of them went to the repair shop. My Portofino was completely down after about one year. My second piece, Ingenieur Mission Earth, was down after only 2 months. It is still in the repair shop. More importantly, the staffs in HK flagship store was not kind or responsive at all, as far as repair service was concerned. (I saw lots of positive comments here about their nice service when you tried to buy a piece.)

Interestingly, I see most service-related complaints in this forum came from Asia. Does IWC have an overall issue with its service quality in Asia?

I was surprised to read this thread - although I had encountered a service lapse before, it was quickly resolved to my satisfaction.

I am impressed that this thread remains here without censorship. It rounds out the truth in watch ownership - the ups and downs - and that watch ownership is not always the excitement of unveiling a new acquisition.

Best of luck to all the previous posters. Work with IWC and I'm sure your issues will be resolved!