10 Discussions and CommentsMember since Jan. 18, 2011
Does not seem to be as good as I expected: No response to email, so I had to call. The guidance about turnaround time was somewhat vague. (My watch is under warranty and started having some issues lately.)
3,750 Discussions and CommentsMember since March 22, 2001
Yes. Very good and responsive service. They have succinct and deliberate service procedures in place, however I bring my watches to my Authorized IWC Dealer who handles all direct contact and service procedures on my behalf with Texas. The dealers are trained and savvy with managing dozens of watches for their customers on a weekly basis, and know who to speak to, if needed.
Dealers have the ability to get status updates and contact me at specific milestones in the service process, such as approving specific elements of recommended services....
5,076 Discussions and CommentsMember since May 29, 2003Sarasota, FL,
United States
I go through an AD. The service center has been very good in resolving my problems. Just don't expect a lot of verbal communication. When you take a watch in for service provide a detailed description of what needs to repaired and what you want performed. Be explicit.
58 Discussions and CommentsMember since Jan. 9, 2007Washington, DC,
United States
I sent in my Yacht Club Chronograph after the flyback function suddenly stopped working. They fixed it and had it back to me in about 4 weeks and everything has been working as good as new. There was no charge, as the watch was under warranty. I have no complaints.
They recently overhauled my Big Pilots Watch from 2002 --and it came back like new.
The Service Center is really "internal" --there are watchmakers there working on watches-- and it's never been designed for customer communications. For that, either go through your authorized dealer or, as a "forum tip", call Celena at the IWC office in New York directly. She's really the customer service rep and the liason with the service center. And she is terrific.
654 Discussions and CommentsMember since March 22, 2001
Michael Friedberg Wrote:
or, as a "forum tip", call Celena at the IWC office in New York directly. She's really the customer service rep and the liason with the service center. And she is terrific.
Having close working knowledge of IWC's service department in Texas I can attest to the professional customer service handled by Celena who really understands so many different issues pertaining to caring of luxury timepieces. She has longtime experience with after-sales service and is very methodical in sorting out problems with timepieces and with customers.
10 Discussions and CommentsMember since Jan. 18, 2011
Thank you very much everyone for your answers and comments! Unfortunately, I cannot go through an AD because they don't handle IWC any longer. I will deal with the Service Center directly and I will let you know how it went.
Michael Friedberg Wrote:... as a "forum tip", call Celena at the IWC office in New York directly. She's really the customer service rep and the liason with the service center. And she is terrific.
And this is why this forum is great! :-) Thanks for the tip!
Spitfire Wrote:Does anyone know a phone number for Celena? (I don't see any IWC boutiques listed in NY.)
Err, Celena is not at a retail location but rather corporate headquarters on Park Avenue in NYC. I found the number with a 2 minute Google search: (212) 891-2460.
Dealers have the ability to get status updates and contact me at specific milestones in the service process, such as approving specific elements of recommended services....
Regards,
Ardoise
Last edited: 18 June, 2013 - 19:31
Last edited: 11 March, 2012 - 15:41
The Service Center is really "internal" --there are watchmakers there working on watches-- and it's never been designed for customer communications. For that, either go through your authorized dealer or, as a "forum tip", call Celena at the IWC office in New York directly. She's really the customer service rep and the liason with the service center. And she is terrific.
Regards, Michael
mfriedberg@iwcforum.com
Last edited: 5 April, 2012 - 19:53
Having close working knowledge of IWC's service department in Texas I can attest to the professional customer service handled by Celena who really understands so many different issues pertaining to caring of luxury timepieces. She has longtime experience with after-sales service and is very methodical in sorting out problems with timepieces and with customers.
Regards,
Jack Freedman
And this is why this forum is great! :-) Thanks for the tip!
Last edited: 22 October, 2012 - 00:24
Err, Celena is not at a retail location but rather corporate headquarters on Park Avenue in NYC. I found the number with a 2 minute Google search: (212) 891-2460.
Good luck.
Regards, Michael
mfriedberg@iwcforum.com
Last edited: 5 April, 2012 - 19:53