IWC After-Sales Service in Tokyo

KIH · 2017-01-07T04:15:25Z

IWC after-sales service in Tokyo: A collector's frustrating experience with a vintage Porsche Design Ocean watch and community discussion on brand service policies.

KIH

WPS member · IWC forum

44 replies11684 views1 photos

KIH recounts a deeply frustrating experience with IWC's after-sales service in Tokyo regarding his vintage IWC Porsche Design Titanium Ocean watch. His post sparks a wider discussion among collectors about brand service policies, the handling of vintage pieces, and the acceptance of watches with third-party repairs.

I never thought I would be posting this myself, ever. But now I understand that these things do happen and that would make one wonder whether it is "standard" or "exception", or sometimes just "venting".

Now, this is my honest and true experience that just happened today. I use as much as politeness and courtesy, but I am also a human being and if I use inappropriate words, please forgive me.

I have IWC/ Porsche Design Titanium Ocean watch (yeah, a bit vintage) and the buckle was broken, so I tried to have it fixed at IWC boutique here in TOKYO. Guess what the staff told me after a few days - "the inside has been almost totally replaced with non-IWC parts, thus we do not consider this an IWC. So, please take it to somewhere else". He added, "those which are not considered IWC products, such as ones bought outside Japan as well as these frankenstein are NOT considered OUR PRODUCTS and WE DO NOT SERVICE due to our compliance policy." Have you ever heard things like this? So, if you buy IWC abroad while you are traveling, you come back to your home country, and that IWC is not considered an IWC by your local IWC - is this true? And they say it is "compliance" matter.

Now, this has been in my possession since it was new decades ago (bought in Japan) and, sure, it's been a long time and I have had it repaired at non-IWC place who I trust most, and he replaced ONE gear, with the same ETA parts, so "most parts are replaced" is not correct, obviously. And I didn't pay that much

) I paid for just one parts.

If I may add, the attitude of IWC Tokyo Boutique was most arrogant and obnoxious I have ever experienced in this hobby. Did I look suspicious? Did I act arrogant also? No way! I asked politely as I was desperate. And I was told, "IWC will never ever accept repair or even servicing of this particular watch, so please leave and go to the street repair shop". Hello? I thought this was Japan...

My long-time watchmaker friend, who I trust and repaired mine, said he knew all other owners who had his IWC repaired by him had Richemont accept servicing request anytime, so he would try to find out what is going on by talking with his Richemont friend and do what he can. Stay tuned.....

Sad sigh and I feel low on this sunny Saturday.... How have you been treated at IWC boutiques around the world when you ask for repair or servicing? I really would like to know.

Ken

Key Points from the Discussion

IWC corporate and the NYC boutique initially insisted on replacing the entire case, bracelet, bezel, dial, and hands of an Ocean 2000, refusing to simply fix bracelet stretch, highlighting a preference for extensive restoration over targeted repair for vintage pieces.
Even with third-party parts, a brand service center should ideally accept a watch for repair if the customer is not claiming warranty and is willing to pay for IWC component replacements, as demonstrated by Omega's service for vintage pieces.
The IWC Tokyo Boutique and Richemont Japan Service Center initially refused service for KIH's watch, claiming it was no longer an IWC due to non-IWC parts, but later told a trusted independent watchmaker that they could repair it, albeit in Switzerland.
Some IWC boutiques, like the one in NYC, offer positive experiences by recommending authorized third-party repair shops for discontinued parts, demonstrating a helpful approach to vintage watch owners.
The attitude of boutique staff can be rude and unknowledgeable about their own products, especially vintage pieces. Richemont service centers should be a more reliable option, but sometimes even they are fooled by fake watches or refuse 'franken' watches.
Some brands, like Frank Muller and Roger DuBois, have strict policies refusing service without original papers, regardless of ownership history, which can alienate long-term collectors.

The Discussion

HSTE

Jan 7, 2017

....IWC and their vintage repair and service. I could fill a lot of space here with own, first hand experiences but I will not. As you might have observed, I own a few vintage watches across a lot of brands. And with many brands these days getting a proper mechanical overhaul and having things being executed EXACTLY as defined by the customer is getting harder and harder with many brands. BUT: IWC are unfortunately the worst from all the brands that I have experience with. I have at one point be

reintitan

Jan 7, 2017

I have many IWC watches (all are Porsche Design Ocean 2000 or Ocean Bund watches) but I've never tried getting them serviced at an IWC Boutique. I did send an email to the IWC Boutique in New York City via their website asking if they still sell the Velcro straps for the Ocean models. I received a polite email response that these parts are no longer in stock, but then they recommended I check with a 3rd-party IWC authorized repair shop in New York City (who are well known in collector circles to

KMII

Jan 7, 2017

Now I am afraid of going to mine to get an original strap for my Ref. 3520... Completely unacceptable attitude IMHO!

KIH

Jan 7, 2017

... their "payback"?

KIH

Jan 7, 2017

... who told me to "piss off" today are different staff. The former seemed a senior male staff, and the latter, today, was a young female staff. They never even smiled or tried to look into my eyes while I tried to explain.... Oh, well, I will either lose all my IWC or move to US!

reintitan

Jan 7, 2017

anything about IWC Porsche Design watches. The second person has no excuse for the rude behavior. I'll PM you the details of that 3rd-party IWC authorized repair shop in NYC. You might be able to send your watch to them to get fixed.

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