Independents

I am extremely pleased to share that I just received my Urwerk 203 back from service.

As I shared before, this was my first experience with an Independent, and I had actually purchased this from a well known auction house, which was also posted on Urwerk's IG page. In one of my early posts, I had already shared my enthusiasm for the customer experience - especially with the acquisition of a few straps, including the Vulcanised Kiska strap and the Baltimora strap, where Urwerk went beyond my expectations with support, including providing tools and goodies to make strap changing easy. It gave me an excellent first impression.

Fast forward to end of last year, my Urwerk began to lose a little time, so I decided to send it in for service. I had originally an expectation, given that Urwerk is an Independent, perhaps the turnaround time for an estimate and service, especially over the holidays, would be longer than much bigger brands, and perhaps it would be more expensive?

Well, officially in approximately four weeks, from receipt by Urwerk, to shipping by Urwerk, the watch was completely serviced. Furthermore, when I had asked "what is the service estimate" and it was a pretty incredible surprise, when they shared it would be complimentary!!! Wow.

I'm now an Urwerk fan forever!!!

You know, before this entire experience, I was really skeptical of jumping into the world of Independents. These experiences alone have just changed this impression - and looking at some collectors on the board, I am hopeful to diversify and expand into more Indies in the future, starting with Urwerk.

Many many thanks to Remy Warluzel and the Urwerk team for absolutely blowing my mind - first on the incredible UR 203 and models, but also equally on the service experience.

Cheers

Peter

and that you received your watch back swiftly. 

And hats off to Independents. Maybe this is the next level of collecting which is next to become (if not already) the future of watch collections.

Peter

I will definitely say this is probably the best service and after sales experience to date in my humble 20 years of collecting. I do have some positive experiences with AP (very recently) and some positive experiences with Panerai (late 2000's), but perhaps I'm more impressed here because I started with expectations that a small outfit would take some time. Now this has shocked me a bit but in a good way...

Cheers
Peter

But there is one brand (which I will not name) which I've been a little more disappointed with the quality and timing of servicing, despite the large production.

Peter

Personally I don’t take prisoners, I feel that bringing to light the shortcoming will trigger drop in sales, and that will force improvements...Nevertheless, I’m happy for you and your success!

Urwerk did a great job.

My independents are fresh, so i do not need to bring them for service.

I brought my Longines to service for the first time i serious start with collecting watches.
Ones i brought a Tissot to service when on a morning it fell of my wrist in the kitchen.
I’ve got a great service from SG, so my own mistake was no problem for SG helping me out to get the Tissot back on track.
Despite the cheap movement, the Tissot stop running, so it is a nice memory.

Sometimes the extreme scenario tests the bounds and limits of behavior. I think Urwerk could have treated me differently given that this was purchased outside their network - but yet, they delivered above and beyond this in multiple occasions - and I think this shows that they are bona fide service oriented. I'm
still impressed with this gesture and speed!

Cheers
Peter

I written about the Longines Conquest vhp gmt i brought for service.
Quick respond, quick action.
That could be i bought the watch at an official Longines AD.

I do not always buy watches at AD’s.
It depends where i see the watch i want.
I have also good experiences with watch traders.
But AD’s, the history of the watches are secured.
A grey dealer sourcing from places they can give customers more choice.
Some give a very good service, almost AD level.
I guess they have more freedom, not chained by selling pressure.
They can sell Breitling, Cartier, Bulgari, everything, while many AD’s have only a few maisons.
Sure mega AD’s offer many maisons, ones i was at such a mega AD.
I bought there my Classima. I walked bye at a Cartier corner, Bell and Ross lounge, IWC island, Omega display, Breitling desk, a little Rolex shop, etc.
I could see much, and only Rolex had the famous empty storage gaps.

My next experience i want to know. The brand boutique.
Ran by the maison.

Damnit it's creating competition for my other new pieces I wish I had more arms!!!

Peter

Great to hear of youtr positive experience.

I have always wondered how the 202/203 looks on the wrist. May I bother you and ask for a wristshot of this beauty?

Please enjoy your newly returned UR!

The watch face looks like a digitized cyclops with a wide toothy smile...The metal is a PVD-Platinum....The crystal is curved a little bit.

Cheers

Peter

It really is a true marvel and a technical tour-de-force.
Looks terrific on your wrist!
Best, Daniel

When i had my 103T in for a spa treatment it came back like new and within the time day told me it would take them .
Kudos for Urwerk

Incredible piece and share more!!!
Peter

Here a older pic but will make some fresh ones again soon

I have yet to see one in person! It looks brand new!!

Thanks for sharing,

Peter

Thank you for sharing your experience and well done Urwerk team! You will be able to enjoy this watch even more than you did before.

Cheers,
Peter

I really like Urwerk I just need a bigger wrist or a ‘reduced size’ watch. But don’t they look good.

NT

I am So Glad to read this!  I too had a good service experience with Urwerk too!  Here's a write up of mine.  www.watchprosite.com /

And definitely something that will be imprinted in my collecting archives.

Many thanks for sharing!

Peter

I'm glad you had a quick turnaround and a wonderful experience. But mine was the complete opposite. The NOS 201 I had sent in could not be repaired (movement manufacturer went bankrupt) so I had to pay up for a 202 so I had to chip in an additional $17k for the "upgrade" not to mention to find my NOS 201 was not cheap.  Fortunately, they had a replacement 202 or else I don't know what the solution would have been.  Communication in the beginning with Remy was the absolute worst. He never returned my emails and I was getting the sense that I was being ignored, weeks would go by without a reply. It wasn't until I had personally contacted Martin Frei that I felt reassured that I was going to be taken care of and that communication began to improve. From start to finish, to having the replacement watch on my wrist was ~3 months.  I'm not a difficult man to please and as a business owner I know proper communication is paramount. I don't obsess over finishes or if my watch is running a few seconds too fast or slow. I just want a functioning watch most of the time with great customer service to back it up.  In the end, we did come to an amicable resolve, but it was not easy in the beginning.  I wasn't going to post anything as I felt what was the point, what's done is done? But I felt that I had to describe my experience which was completely different than yours. On the other hand, my experience with MB&F? I cannot say enough good things about them.  Will my experience with Urwerk prevent me from buying another one? I don't know? Towards the end of the resolve there was better communication and I do love their designs but for right now I'm content with the two I that I have.

Seems like Urwerk definitely dropped the ball in your case! Yes, proper communication is definitely an important factor! You cite a lot of solid examples where they were deficient and could improve. Thanks for sharing! These unfortunate events do happen! It's very unfortunate that it happened to you!