Watched Scartched After Coming Back From Service

[chenht]

I bought a Panerai from Hour Glass in Dec 2014, Sometime earlier May this year, I sent it back to Hour Glass after observing some condensation on the glass near the date window. I am a very particular person and when handing over the watch to HG sales advisor, I specifically asked him to inspect my watch to verify that there was not a single scratch on it and told him that I expect the watch to be returned in the same condition.

About 2 weeks ago, I received a call from HG saying that the gasket was changed and I could collect my watch back. When I went to collect my watch, I was pretty shocked that the watch placed in a oft see through plastic bag. When I open the plastic bag, to my horror, I was some scratches on the side on the case. A lady sales person insisted that "it was ok as they would polish it FREE OF CHARGE. I requested to see her superior and a man whom I presumed was the store manager spoke to me and told me that ordeal like this happened before.

I told the guy I could not accept a watch returned scratched while it was perfect before handing over to them and requested for a better solution. I made such a request as the watch is less than 6 months old and was bought brand new from a 'reputable' authorised dealer. I was very forgiving for a 300M water resistant watch to have condensation on the glass (I have never worn it to the pool or sea) but I could not accept the watch came back scratched after they fixed the condensation issue. There was not a word of apology throughout the whole conversation. I left the watch there and told them I would like to request for a replacement watch as it was the service center that created the mess.

Daniel from HG called me today and told me something even more hilarious. He told me that the service centre actually notified HG that my watch was actually scratched on the side as well as the back when it reached the service center!!!!!!!! Daniel told me that he never received the notification.

Has anyone had the same experience to share as to what to do as I intend to engage a lawyer to deal with HG.

Cheers,

[theseira]

Wow that sucks! Hope they fix this for you. Let us know the progress. I'd want a new watch too !!!


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[sshark]

Now it has come to a point where he said she said and the loser will be the owner. Are you sure hiring a lawyer to deal with this is a the best way to go?  It might cost more trouble than it worth. I mean try other means like shaming them in their Facebook wall, for example.

[splee]

Sorry to hear about your predicament. In my opinion, it's going to be difficult to ask for a one to one replacement as the watch is already 6 months old and those problems you mentioned are not major and are repairable. Offer to polish away the scratches is a reasonable solution.

[chenht]

Sorry to hear about your predicament. In my opinion, it's going to be difficult to ask for a one to one replacement as the watch is already 6 months old and those problems you mentioned are not major and are repairable. Offer to polish away the scratches is a reasonable solution.

So you send you 6 months old car for service, they scratch your car front and back, they respray it and return to you and it is reasonable  I am impressed

[keanewoon]

Sorry to hear about your predicament. In my opinion, it's going to be difficult to ask for a one to one replacement as the watch is already 6 months old and those problems you mentioned are not major and are repairable. Offer to polish away the scratches is a reasonable solution.

So you send you 6 months old car for service, they scratch your car front and back, they respray it and return to you and it is reasonable  I am impressed

Is not reasonable but replace u a new car is impossible. So, this car analogy dun rily comparable to ur case.

Some people will take photo and get the ppl in AD to acknowledge before sending in the watch. Thing like this happened rily heart ache and headache.


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[splee]

Sorry to hear about your predicament. In my opinion, it's going to be difficult to ask for a one to one replacement as the watch is already 6 months old and those problems you mentioned are not major and are repairable. Offer to polish away the scratches is a reasonable solution.

So you send you 6 months old car for service, they scratch your car front and back, they respray it and return to you and it is reasonable  I am impressed

Of course it's not ok. But you don't expect the dealer to change a new car for you, do you? It's just not being reasonable. We all know when work is being carried out, there is bound to be issue like this. For as long as the dealer acknowledged it and make service recovery, I think that's good enough.

[davidtth]

usually i'll send direct to service center myself, they will inspect the watch on the spot and tell you where is the scratch and they will noted on their record as well print a receipt with all the watch condition info for black and white

not every AD are professional enough in taking care of your watch, no black and white is at your own risk...

[Yoda]

I had a quite similar situation.

But my watch is not new its about more than 15 years old. So when i send in the watch to the authorised service center for service everything was alright.  When i took the watch when its completed, i notice they fix a superglue on the tube of the crown hence i could not unscrew the crown. Its so careless of them to paste the superglue as they told me the tube has cracked. I have no idea its crack and possibily  they could have cracked it.

So same like you i told them  i am NOT going to take delivery.

So i went back and wrote a  letter to the GM of the center explaining my situation, i got the letter officially acknowledged by them  in a formal manner. Subsequently after some time i received a letter from the GM apologising for the sitution and give assurance to fix it.

After a few days the manager call me they have fixed it but the crack is still there and just bonded by the glue but this time the crown can screw and uncrew easily.

The fee charged too was reduced.

In the contents of the letter i wrote that i need a reasonable explanation or else i would expose this matter to your HQ and the local media. Perhaps this may work for your situation.

After about a month or so the manager in charge has gone missing not sure if he was fired.

So you really have to make a lot of noises to get what you deserve.

Good luck

[Clicko]

Somehow I still doubt the workmanship and professionalism of local watchmakers. It depends, there are some some good ones of course.

[JeepWH]

Sad to hear of your experience. Good to hear that you plan on taking action , these bad service attitude is encouraged by people who just keep quiet.

For such an expensive watch the service should be impeccable.

I personally have not had any experience with AD service centers though.

However, as a principle, I handle all my customers watches with care, providing before and after photos. 

[kygan711]

JeepWH - you are in the top 10% of the service provider I would say.

How many time we look for sales people either they dont answer phone, dont check email, don't reply email..... Usually the good ones, normal ones and reliable ones are far and few. Welcome to Malaysia. Thanks to them,otherwise we will have no job.

[kygan711]

Oh I just remember. I had a watch with a very fine hair inside the bezel. I noticed if after 1 year cause very hard to spot probably easier to use with a magnify glass. AD took out the hair and return me the watch.

I can't see how you can built the case to say since "you opened the watch you got to replace me a new one "cause eventually when you will also open your watch at some stage of your watch ownership.

[roystock]

usually i'll send direct to service center myself, they will inspect the watch on the spot and tell you where is the scratch and they will noted on their record as well print a receipt with all the watch condition info for black and white

not every AD are professional enough in taking care of your watch, no black and white is at your own risk...

My only problem is that the service centre will write: bezel scratch, bracelets scratch, clasp scratch and almost everything else also scratch 

[splee]

usually i'll send direct to service center myself, they will inspect the watch on the spot and tell you where is the scratch and they will noted on their record as well print a receipt with all the watch condition info for black and white

not every AD are professional enough in taking care of your watch, no black and white is at your own risk...

My only problem is that the service centre will write: bezel scratch, bracelets scratch, clasp scratch and almost everything else also scratch 

Maybe should just write where no scratch only instead. Lol

[deriku]

So you send you 6 months old car for service, they scratch your car front and back, they respray it and return to you and it is reasonable  I am impressed

I work in the auto retail industry and I can tell you most brands definitely do not have an exchange policy for scratches on a 6 month old car. As a customer I would not expect an exchange too. If the workshop is able to respray it back to original condition and give some freebies (free service, cash vouchers etc), I would think it is reasonable enough.

Of course, doesn't mean I'll be going back to the same service center

Best of luck in your complaint.

[keanewoon]

usually i'll send direct to service center myself, they will inspect the watch on the spot and tell you where is the scratch and they will noted on their record as well print a receipt with all the watch condition info for black and white

not every AD are professional enough in taking care of your watch, no black and white is at your own risk...

My only problem is that the service centre will write: bezel scratch, bracelets scratch, clasp scratch and almost everything else also scratch 

Ya, they way they put it make u feel ur watch is in very bad condition. Lol


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[toypoodle]

Condensation is really not acceptable if you had purchased new from an AD, it's boiled down to the poor QC during assembly.  The Minor scratches, as others have voiced out correctly, doesn't really warrant kicking a fuss out of it. Nevertheless, both are repairable, no decent minded person would expect the AD to replace it with a completely new watch. If they are willing to apologize & rectify it, together with a bit of incentive, I think it's fairly acceptable. It's a matter of give & take in life. Otherwise, I might have had C4 the AD numerous times already!

[Kennypane]

Can show a pic of that scratch on your Pam?

[dpkong]

You can spend as much as you want on a lawyer but unless you have documentation to show you handed over a perfect watch (sans condensation) you will likely lose the case of who caused the scratch. Also, your dream of getting a replacement watch will remain as such. The offer of a free polish is the best you will get.

[timenut]

I hope you have in writing that the watch was scratch free when it was sent in.

Assuming they did send it back to Panerai's service centre (some ADs get their own watchmakers to fix minor issues), tell them that unless HG or Panerai SC resolves this issue satisfactorily, you would escalate the matter to Panerai HQ. Also, hint to them that they wouldn't want such adverse customer service issues be aired on social media or watch forums.

If you do write to Panerai HQ and they still give you the runaround, it's time to dump the brand and move on to another which is more deserving of your hard earned money.

[chenht]

I hope you have in writing that the watch was scratch free when it was sent in.

Assuming they did send it back to Panerai's service centre (some ADs get their own watchmakers to fix minor issues), tell them that unless HG or Panerai SC resolves this issue satisfactorily, you would escalate the matter to Panerai HQ. Also, hint to them that they wouldn't want such adverse customer service issues be aired on social media or watch forums.

If you do write to Panerai HQ and they still give you the runaround, it's time to dump the brand and move on to another which is more deserving of your hard earned money.

Yes, I do have it

[r3kahsttub]

I had the same problem, and sounds like I also went through the same person as you are dealing with.

Long story short- no, you will not get a replacement watch. But, you can try to write to HG HQ in SG and also mention contacting Panerai HQ. Good luck.

[JeepWH]

All watch service center customer service should be like this:

http://www.patek.com/en/insider/service/servicing-explained

http://www.patek.com/en/insider/service/steps-of-servicing

[Timeless]

Thanks for the pp link, brilliant service indeed