IWC Watch Service Experience

roundel · 2021-04-05T16:20:03Z

Discover roundel's IWC service experience with his Titanium GST Aquatimer, highlighting mismatched parts and the brand's response. A must-read for IWC collectors.

roundel

WPS member · IWC forum

21 replies6529 views2 photos

Forum member roundel shares a frustrating experience with IWC service for his Titanium GST Aquatimer, highlighting a discrepancy in replacement parts. His detailed account and photographic evidence bring to light a common concern among collectors regarding post-service authenticity and the challenges of communicating technical details with service centers. This thread explores the nuances of luxury watch service and the importance of meticulous attention to detail.

I sent in my Titanium GST Aquatimer for a routine movement service. I got the watch back and it was running great but I noticed the bars that connect the strap to the case are polished on their ends instead of blasted, like the rest. I contacted the friendly concierge who said she needed to ask the technical team. I finally got a reply and I was dumbfounded. They looked at my photos and said that all the rest of the pins are just discolored from my oils and sweat! I removed one of the original pins and compared with the new ones and it is very obvious that the new pins are from a polished steel version of the watch. I’ve replied that I’ll return the watch for them to see the difference, but it seems absurd that they are not correcting what was obviously a human error on their part. I verified from pictures of the watch before service that it had blasted pins when I sent it in for service.

Key Points from the Discussion

The IWC GST bracelet system, particularly in titanium, is highly regarded, but inconsistencies in pin finishes after service can occur. Some GST Perpetual models, even titanium, might have a mix of matte and shiny link pins, suggesting potential variations or replacements over time.
It is concerning when a brand's technical department appears to deny an obvious mistake, such as replacing blasted titanium pins with polished stainless steel ones, or attributes the difference to 'discoloration from oils and sweat' rather than acknowledging a part mismatch.
A luxury brand's service should include not only technical competence but also a high level of customer interaction, with clear communication and accountability for errors. Blaming the customer for a visible discrepancy in parts is unacceptable.
The material of replacement pins is crucial, especially for watches intended for use in harsh environments like saltwater. Using dissimilar metals (e.g., stainless steel pins in a titanium bracelet) could lead to galvanic corrosion, a significant concern for the longevity and integrity of the watch.
When faced with a service center's denial, collectors may resort to DIY solutions, such as abrading or blasting replacement parts themselves, to restore the original aesthetic. This highlights a gap in service quality when official channels fail to meet expectations.
Experiences with watch service centers, across various brands, can be highly inconsistent, ranging from perfect to severely problematic. This variability makes servicing a significant point of anxiety for watch collectors.

The Discussion

roundel

Apr 5, 2021

The new pins are highly polished. My old pins were like in your photo. Here are two photos from the seller showing the pins matching the rest of the case and other pins.

cazalea

Apr 5, 2021

Over the past 19 years I have had at least a dozen GST watches on bracelets, most titanium but about 5 stainless steel. The bracelets are one of the best things about the watch. I went back through 700 images and found one that shows a shiny link pin in my GST Perpetual. All the rest of the pins are matte finish. I'm sure you know this but the pins come right out with the press of the link button -- you could rub it on fine sandpaper and be done with this, if you wanted to. One difficulty is you

roundel

Apr 5, 2021

Thank you for your reply. When I removed an old and a new shiny pin, I used a magnet to see if I could prove they were different material, but neither were attracted by the magnet. If IWC won’t agree to help me, I’ll try to blast the ends myself. Harbor Freight sells a little blast kit that is very inexpensive. I think what gets me most is their denial of any difference and blaming sweat!

FabR

Apr 5, 2021

IWC owes you to re-do the job now, and also a pretty big, double apology. I'm not sure if you received that reply in writing or via phone from the "technical team", but frankly, if it were me, whoever authored that reply (and possibly his/her higher up) should go. They don't belong to a luxury brand, where good manners and a minimum level of sophistication in relating to other people are basic expectations ;-) Hope this incident will be resolved soon and to your complete satisfaction! ;-) Cheers

roundel

Apr 5, 2021

She was certainly polite, just quite incorrect.

FabR

Apr 5, 2021

Regardless, she/they are incorrectly blaming the customer, though you're right they did it politely (i.e., no curses or insults in their company's letterhead! ;-)) Hope you'll get this sorted out to your full satisfaction!

Continue the conversation

This thread is active on the IWC forum with 21 replies. Share your knowledge with fellow collectors.

Join the Discussion →

Key Points from the Discussion

Continue the conversation

More from this Forum