Panerai PAM197 Service Issues

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Horology75, a long-time Panerai collector, shares his frustrating experience with the brand's after-sales service regarding his PAM197. Despite pre-approving any service costs, the watch returned with significant timekeeping issues and unnecessary parts changes, raising questions about quality control and service center competency.

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Hi All,

I have been collecting Panerais since 1997 & have collected fair amount of pieces including lots of Special Editions. I must admit the boutique purchase experience has been excellent all this time and staff is very forthcoming and helpful in securing some rare pieces in the past. As the watches are getting older off course they require service & in some cases watches are either loosing time or gaining time. Recently i gave in my PAM197 rose gold 8 Days watch for complete service & care and gave a free hand to the boutique manager to do the best job possible and pre-approval from my side for any estimate to speed up the process. After a month the watch was ready & i happily went to the boutique and paid a hefty price for the service and in that too they changed the hands though there was no need. Since i gave a free hand so i had no choice but to accept the hands change etc. The watch was perfectly polished and looked as good as new. Loved it!!

But after 5 hours of wearing i realised that it had lost 15 minutes and as a benefit of doubt i re setted the time and checked again after an hour and so and found that again it lost 9 minutes..I was shocked and i own several watches with mechanical winding and automatic movements but never seen this kind of deviation. Totally unacceptable. I immediately sent a SMS to the boutique in charge and notified him about the problem however he claimed that he had wound the watch in the boutique and had tested the good time keeping for 3 days. Nevertheless he told me to send it back. Funny thing is that when i was picking up the watch the manager was praising about their new service centre & how the new service staff is trained etc etc. In my record this is my second unpleasant experience with Panerai and to me i have been seeing the prices of Panerai inflate over the years with little or no improvement in after sales services. In fact the service bill came with a piece of declaration from quality control department stating that watch was carefully checked etc..

I have no issues sending back the watch but it upsets me for the fact that it is the second time around with two different watches serviced thru same service centre. Panerai must take service seriously and actually do good quality control.

Ovi

About the Panerai PAM00197 - Radiomir 8 Day Power Reserve Ref. PAM197

The PAM197 represents Panerai's Radiomir 8 Day Power Reserve model in a 45mm configuration. This reference distinguishes itself within the Radiomir 8 Day series through its pink gold case construction paired with a black dial configuration.

The 45mm case is executed in pink gold and houses the black dial. The substantial case diameter provides the characteristic presence associated with this model series while the precious metal construction elevates the overall execution.

This reference appeals to collectors seeking a precious metal iteration within the Radiomir 8 Day lineup. The pink gold case material positions the PAM197 as a higher-tier option within the series, offering an alternative to standard steel variants for those prioritizing precious metal construction in their collection.

Specifications

Caliber: Jaeger-LeCoultre Caliber 8 Days

Case: pink gold case

Diameter: 45mm

Dial: black dial

Crystal: sapphire

Key Points from the Discussion

A significant timekeeping deviation like 15 minutes in 5 hours suggests a severe issue, possibly caused by mishandling during transit or at the AD, rather than a subtle service oversight.
The boutique's claim of testing the watch for three days without a documented record highlights a flaw in their quality control process, suggesting a need for better client communication and verification procedures.
The PAM197, being a version of the PAM190 with a JLC movement, might require specialized servicing, and the one-month turnaround suggests the work was done at a local service center, potentially by less experienced staff.
Many collectors suggest that after the original warranty expires, independent watch repair shops are often preferable for service, especially given Panerai's expansion and perceived strain on its service centers.
Another collector recounts an exorbitant repair quote for a cracked case on a PAM317, leading to a decision to stop buying Panerai due to perceived 'highway robbery' by Richemont service centers.
Several collectors report consistently negative experiences with Richemont service centers in both the US and Singapore, leading some to avoid purchasing brands under the Richemont group.

The Discussion

Ancienne Le Brassus

May 13, 2014

Given that you're such a good client of the AD, I doubt that the manager would be pulling your leg about checking the quality of the watch before handing it over to you. but that might be the case... or somebody might have checked it for her/him and didn't do their job properly. But it sounds like something might have happened to the watch between the service center and the AD. Something of the handling of the the box was dropped by the currier, or maybe at the AD they dropped the box, etc. I m

Horology75

May 13, 2014

& offcourse aim not doubting his claim. I have noticed that watch stops functioning completely & after several jerks starts again and that explains the time loss. i wonder why it stops.. ovi

Bill

May 13, 2014

As noted above is seem like it left the service center in good condition and it was dropped along the way. However this does show a flaw in the boutique system that highlights the fact that they should recheck the watch as they said they did for several days to make sure the watch is delivered perfectly working. Even though he said the checked it there is no record and that is the flaw. The boutique should have a start time and end time with a record over the period and a signature from the bout

Arie - Mr Orange

May 13, 2014

Things can go wrong. That's a fact. But: The 2 new PAM's I ever bought at AD's (359 & 379) both broke down within 1 month due to runaway screws....(staring at me from behind the glas of the exhibition caseback). Now I'm not a statistics expert, but I'm not that confident in Panerai technicians anymore. Is it the Italian influence (Lancia, Alfa Romeo, etc)?

Horology75

May 13, 2014

The watch was not dropped or anything. Its simply a case of negligence of the service centre of Panerai. I think boutique staff is not at all responsible for this and should not engage in verification and quality control. Its the job of the brand to ensure the workshops are strong and capable to execute the task. There is no rocket science in servicing watches. I have gotten my perpetual calendars, minute repeaters and even double split function watches serviced & did not encounter such a ch

Ancienne Le Brassus

May 13, 2014

I agree completely. I hope it gets taken care of soon, and in the right way.... I would hope the manager at the AD will be your advocate in this. S

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About the Panerai PAM00197 - Radiomir 8 Day Power Reserve Ref. PAM197

Specifications

Key Points from the Discussion

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