KIH
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How is IWC after sales service in your country?
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.
) 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
How is IWC after sales service in your country?
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 jus...
Ken, sad to hear this story but I can only confirm: my worst experiences are all with ....
....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 prope...
Sorry to hear that you were treated so poorly
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 Velcr...
Well, maybe. But the one who told me that mine is NOT an IWC over the phone and the one...
... 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...
That first guy is poorly trained as he seems to not know
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.
Not sure moving to the US is a solution
I had one 'interaction' with IWC here in the US and that was to try and procure a half link for my 3227's bracelet. After leaving phone messages, sending emails and getting no response I decided to call Superior in New York (they're an authorized IWC serv...
It appears that the problem is universal. But then again, any brand may have similar problems, too....
That\'s why I trust my "street watch repair shop" much more than the brand service center.... Comes down to the question - many watch collectors are adamant about "original parts" but does it matter so much? Maybe various people place importance each poin...
So sorry to hear, Ken...
Now I am afraid of going to mine to get an original strap for my Ref. 3520... Completely unacceptable attitude IMHO!
I feel sorry for you, Ken.
This sounds so wrong. Even if they had to refuse servicing your watch, they should have done it in a polite and professional manner. I can hardly believe customer service of this kind happens in Japan, a country well known for the highest level of custome...
Yup, something is wrong with this brand.... Watch brands are...
... exception because they are not "Japanese" )
Sad story. Brands should really pay attention to their patrimony.
It is written " By IWC ". so IWC should / could service it. Period. Now, I give most of my vintage watches to watchmakers. And I have zero issues. Best, Nicolas
Exactly! But they refused to do so because it was once repaired by the third party...
.. and told me to piss off to that street repair shop. I should have gone to that more trustworthy watchmaker at the first place. My big mistake.
Ken, I'm sorry to hear of such issues...
There's simply no excuse for such treatment and clearly they're not smart enough to realize that good customer service may eventually translate into sales. In any case, I sincerely hope the brand sees your post and realizes the bad publicity this staff ha...
Yeah, I hope so, too.
.. bu then again, I don't have much good experience with the head office people of this brand either ) They have made such great watches and this is so sad. They will lose repeaters and go down the hill. Will keep you updated.
The after-sales service for these pieces was terrible...
Imagine receiving a watch back with a finger-print on the other side of the crystal! I am no longer wearing these PD pieces regularly because the after-sales service quality and knowledge of these older pieces are severely lacking in Singapore. To be cand...
Good point....
.. always have watches repaired by the trusted watchmakers. But some brands stopped supplying parts and those highly skilled watchmakers cannot do much about it for modern watches. Damn, is the word I can think of. As I always think and say, buy the selle...
You've touched on the most critical factor, Ken - parts supply . . .
. . . from many, if not most, manufacturers has dried up. All vintage collectors will experience the same sort of problem in the near future. As for IWC in particular, I had one in the not-too-distant past that was a service nightmare. Not due to IWC corp...
There is some "hard core" repairer watchmaker who is willing to make parts by himself...
.. but mostly he does old pocket watches and such, but does wrist watches, too. Be prepared to pay a few hundreds cost, though. Very skillful man. Want to try? Let me know! Best, Ken PS: What I really wanted to tell people is, while the "street watchmaker...
Sorry to hear that Ken..
My own experience with IWC service may not be relevant because it was like back in early 2000 which I recall went quite well actually. Even if there were 3rd party parts, it should not matter as you are not claiming warranty and if necessary I am sure you...
Yeah, back in 2000 and early 2000, good old time.....
.... "watch bubble" made those brands arrogant, I guess...
It's inexcusable ... but not uncommon
Ken, My watch repairing mentor established his business to take care of customers like you. People who bought a regular watch took care of it to the best of their ability and judgement, then had it scorned when brought it for repairs. I recall Frank Mulle...
Ah, such a customer service...
.. but they are still in business. What does it mean? Bad service is sanctioned? Well, maybe while the brand is doing great. I thought customers are "Gods", as Japanese say. But there are things that don't make sense at all. Yeah, I will drink to that! Ke...
Any idea of what brands are bad with their aftersales service?
So perhaps I'll try to avoid as I could, Best Jev
Whoa.... Sorry to hear that, Ken!
Seems like somebody going to get slapped.... That's pretty rude behavior, no matter how.... It's seems like the boutique persons got to do some much more research of what things they're selling, not just about the current products and nonsensical things l...
Yeah, I hope! Funny thing is...
.. it was Richemont service center that called the boutique and let them know it was, well, NO LONGER an IWC WATCH. Yeah, the watchmaker at Richemont service center declared they do NOT WANT TO service. I have been there many times and typically, not as f...
Sorry to hear about your frustration Ken.....
as they say: the " no name" repair shop has to make buck too. Be positive and move on, no need to hold grudges . Best Regards Edward
Yeah, and the "no name" repair shop does...
.. something those too-proud brand service center does not or CANNOT do and do much better job at much lower fee!
Don't want to discourage you from moving to The U.S.; especially if you move to NYC,
but the Richemont Service Center in Texas is almost universally reviled. It handles every brand except Lange (for a reason). I do think you would find the IWC Boutique associates quite a bit friendlier, and more courteous, however.
These days (I feel old)...
... sales associates at brands' boutique DON'T KNOW ANYTHING! I know much more than they do (maybe that is why they don't like me?), hehe. They should educate at least about their own brands.... Friendly? Sometimes, only friendly sales person are non-Japa...
Yes, I recognize your story .....
from a bad service experience about five years ago.... The Richemont service center in NL, an IWC watch. I have had bad service experiences from other companies before but I have always been able to solve it politely. In this case I was being LIED to abou...
I agree. That is why...
.. I bring all my Lange to Alkis in New York, and I try to ask him to service my other watches, too. If I find out if Richemont lied about the condition of my watch, I will file formal complaint, too. And be more open, public, in Japanese media. Yup, I lo...
Bad service shouldn't be tolerated, period
Hi Ken, I feel for you. I hate these gate keepers. It seems like they don't know much and they only thing they are hired to do is say no. The situation of your watch aside, the biggest issue is probably the attitude of the staff. And with regards to parts...
Yes, I hope this reach the head office....
... going forward, customer service=repeater acquisition would be the key as the market is shrinking back to the normal level. And it is also brands' responsibility to maintain the capacity to service those watches they made during the "bubble" period whi...
I have had bad experiences too...
My Portuguese turned into a bit of a nightmare. Richmont in Sydney seems to be terrible. The service in Melbourne seems to be a lot better. All issues were not resolved and they polished the case when I didn\'t ask for it. I gave up, keeping watch as is. ...
How unfortunate.
Such a shame, I have so much love for IWC but at the same time trepidation.
Different experiences ...
Ken, Sorry to hear about your experience. I have, here where I live, a truly perfect experience in all occasions where I dropped a watch at the boutique. Richemont brands here have their own watchmaker team and this may explain the high quality of service...
Thanks, Nilo.
They DO have Richemont service center building where many watchmakers are working for all the Richemont brand watches. I can't say they are all top class watchmakers. For example, when Lange comes in for service, Richemont Japan service center is allowed ...
I had somewhat similar experience with my Ocean 2000
Not as bad as Kens though. And my problem was with IWC corporate and NYC boutique was rather helpful I have all original second generation Ocean 2000. Second generation means that the bracelet links held together by miniature spring bars. The bracelet dev...
Truly unacceptable behaviour by anyones standards
Hi Ken i really can't imagine how angry you would of been at the time of being treated like that as I would of struggled to hold my tongue for sure. Although I can appreciate you most probably wouldn't want to spend any more time or energy on this I would...
Update....
.. so, the watch went to my "street repair shop" guy and he then asked Richemont Japan Service Center for repair. What did they tell the "street repair shop" guy? They told him that they CAN repair and service. But they still insist that some parts has be...