Comments:
JLC Service - update
For those of you who followed the thread with the mishaps of my JLC Master Hometime servicing - here's the latest and hopefully final update. The original thread:
jlc.watchprosite.com
A month ago I got a letter in the mail (the paper one
) from JLC Customer service - hand signed by the JLC Customer Service Manager and Assistant. They assured me that the matter had been taken seriously and they apologize sincerely. The watch was handed over to the Head watchmaker who revealed that the 24h mobile wheel was defective. The wheel had been replaced and a compete overhaul of the mechanism was performed.
As a compensation, I was offered an extra year of guarantee (on top of the regular one year) and a JLC Year Book.
A week ago I got the watch and it runs (and looks) perfectly now!
What I liked is that the letter felt personal, and the turnaround was quickest ever (~1.5 month) this time. What I don't understand is why the watch didn't get that attention the first time I returned it after the servicing. I also would like to believe that measures are being taken to prevent such mishaps from happening again - I don't think that JLC can allow for many such cases where a customer has to part with his watch for more than 15 months until they get it right...
I'll let you be the judges of the adequacy of the compensation I received.
This message has been edited by BuberJLC on 2013-11-23 14:28:10
jlc.watchprosite.com
A month ago I got a letter in the mail (the paper one
) from JLC Customer service - hand signed by the JLC Customer Service Manager and Assistant. They assured me that the matter had been taken seriously and they apologize sincerely. The watch was handed over to the Head watchmaker who revealed that the 24h mobile wheel was defective. The wheel had been replaced and a compete overhaul of the mechanism was performed.As a compensation, I was offered an extra year of guarantee (on top of the regular one year) and a JLC Year Book.
A week ago I got the watch and it runs (and looks) perfectly now!
What I liked is that the letter felt personal, and the turnaround was quickest ever (~1.5 month) this time. What I don't understand is why the watch didn't get that attention the first time I returned it after the servicing. I also would like to believe that measures are being taken to prevent such mishaps from happening again - I don't think that JLC can allow for many such cases where a customer has to part with his watch for more than 15 months until they get it right...
I'll let you be the judges of the adequacy of the compensation I received.
This message has been edited by BuberJLC on 2013-11-23 14:28:10
Thank you for the update ...
First of all, JLC behaved just like I expected from a very respected brand.
Kudos to JLC.
Second is you updating us about the solution of the problem.
Kudos to BuberJLC.
I, personally, consider a good solution.
Enjoy your Hometime.
Cheers,
Nilo
A good end, even if it will be always sad to have lived such inconveniences. [nt]
No message body
not adequate
If I was you, the whole experience would have been ruined. This hobby/purchase/passion is a total emotional one. An extended warranty on something that should not go wrong anyway is meaningless and insulting. I had an issue with another high end manufacturer, so this is not only jlc, however, if I were these people, after the 2nd time, they should have taken a brand new watch off the shelf, given it to you with a complete money refund. If these things don't happen very often, that is as good a reason to be as upset as if it happens all the time, because for you, that is all you care about. As far as you are concerned, they bombed out 100%. You shouldn't care they get it right 99% with others. Just you, that is all that matters.