Jaeger-LeCoultre

Hi everyone,

I thought long & hard whether to post this here... I don't want to come off as a complainer - am sincerely looking for advice & feedback.

I have a 2+ year old Reverso GMT that I treasure - it was purchased at the JLC Boutique in Singapore (granting it a 4-year warranty). The mainspring failed last December - the watch would stop with 2 days left on the power reserve. All else was working fine. The watch was sent for repairs through the same Boutique. It came back a few weeks later with a restored power reserve, but now the large date display would not work when switching between 0-1-2-3 on the left digit.

Back it went to the Boutique in February, with a promise that it would be repaired by March. Which became April, May... it stayed there until end July (I was told that the parts took a long time to arrive). The watch was returned to me with apologies and a promise of an additional year's extension to the warranty & a free polish. When I got home, I discovered that the GMT adjustment push button no longer worked. Back it went to the Boutique where it's expected to stay for another 2 months.

The lucky thing is that the watch is still under warranty so there is no capital outlay on my part. While the Reverso is my first JLC, I fully intend for it to be joined by many of its brethen in the future as I'm a big fan of the Manufacture. However, I did not expect to have to be deprived of my treasured timepiece for 7 months (and counting), nor to have to one repair job to cause another problem. The watch has never been dropped or mistreated.

What do you think I should do? Could there be something intrinsically wrong with the movement in the first place? Why do repairs take so long - don't parts get flown in by courier? Many thanks for your advice.

Cheers
O.L.

Hi there,

               understand your frustration. Usually I would just skip the AD or boutique (for this case) and go to Richemont directly. They would just add more delays due to more touch points. It's located near to Zouk and if u do a search on internet, it's not hard to find. But if u still can't find it, pm me.

Usually for "simple" watches, they would do it locally and it takes abt 2-8 weeks. But for more complicated ones, they would send it beck to Swiss and the turnard time is also longer. My Grande Date had to be sent back to swiss.

Don't lose hope and I think it's just some faults that were "overlooked"

Hope you get it resolved permanently.

cheers

PAt

Hi Patrick,

Thanks for the tip... I found their address with a quick google search.

The JLC Boutique told me that the watch was here all the while & the delay was due to the parts needed for the job. Don't they send parts over by an express courier service? Seems odd.

Keeping my fingers crossed,
O.L.

but then again there are 1 biz day overnight and other longer options. Dun think they would go for the premium option for clients i guess.

I can't imagine shipping by boats!

cheers.

PAt

I'd be asking for a 7 month extension to the warranty in addition to the one year extension they give after a repair/service for this sloppy service.

in my own experience that is. And yours is further proof ...

I suppose the best thing to do is to send your watch directly to the manufacture, but I would expect a serious premium paid in "time" when doing this. It is no secret that the service departments are overloaded with work and are among the biggest expenses for the manufactures. I have yet to experience a good feeling when I deposit my JLC for service at an AD, maybe it's just the ones I use?

You have my sympathy.

Best,

Richard

Hi Rick,

My interactions were solely with the official JLC Boutique in Singapore, not an AD. I really do appreciate that the service departments are stretched and may be the Achilles heel of the industry. I guess in my mind I expected more from Richemont... I've dealt with service departments for Omega & Seiko without any fuss.

cheers
O.L.

Hi Richard,

I misread your message. Yes, I get you now. I'll see if I can get the watch sent to Switzerland.

Thanks!

I am very sorry to hear about your misfortune.

As a happy user of the Reverso GMT since over five years without any problem I can only tell you that your problem has nothing with the model/movement or JLC in general to do.

 

I only had problem with one new JLC watch (Master Control Date), problem with the date disk.

After two times to the local JLC AD service, I asked them to send it to JLC Manufacture.

After that no problem…

 

Normally service do take long time (regardless of brand), unfortunately.

 

Hope everything works out for the best and that you haven’t lost the faith in the brand.

 

I don’t know in your case, but for me – I changed AD after my third JLC and that made a big difference in my case.

 

Please keep us posted how it works out for you.

 

 

Best

 

Blomman

I probably didn't phrase it right... I wasn't questioning the movement of the Reverso GMT model. I wondering out loud if there's something wrong with the specific movement on my own watch, perhaps during its assembly. It's hard to imagine so many things going wrong in a serial fashion. At what point would it be reasonable/necessary for a customer ask for a complete replacement of the movement? I don't know.

OK, perhaps I should ask them to send the watch back to JLC itself to be worked on. That's a great tip, Blomman! It may take more time, but it'll probably be worth it to have the watch sorted out once and for all.

I really appreciate your views, thank you.

cheers
O.L.

I agree that JlC is a little slow in its responses, nevertheless I suggest that you send the watch back to the dealer/ service agent  with a CC of the complaint and the explanation of the problem to JlC, Switzerland. Keep them in the loop of things and try and insist that the service be carried out in Switzerland itself. I have corresponded with JlC earlier and am mailing you the name and address of the person who corresponded with me. Ms. Franziska Farkas
Concierge Jaeger-LeCoultre
[Email address suppressed for privacy]   
Keeping the company in the loop of things with the knowledge through the CC sent to JlC will keep the agent/ dealer more alert. Hope this helps. cheers