10 Discussions and CommentsMember since Jan. 18, 2011
Michael Friedberg Wrote in reply to:
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.
Good luck.
Thanks a lot! I have spent much more than 2 minutes trying to locate IWC boutique in NY...
9 Discussions and CommentsMember since March 6, 2012
I am an owner of a Portuguese and just had the worst Customer "Service" experience I could possibly imagine. I was denied warranty coverage because of a small dent on the lug deriving from simply wearing the watch everyday. The watch had not suffer any significant impact. When I kindly tried to work it out with the representative to find a compromise the representative was very condescending. My Portuguese is my favorite watch of my collection, that's why I wear it every day, but unfortunately I will never buy an IWC again.
From such a high level - low volumes company I would expect a completely different approach to customer relations; something much more personal and easy to work with. Instead I had the feeling I was dealing with a Home Depot representative.
5,076 Discussions and CommentsMember since May 29, 2003Sarasota, FL,
United States
gpuma Wrote:I am an owner of a Portuguese and just had the worst Customer "Service" experience I could possibly imagine. I was denied warranty coverage because of a small dent on the lug deriving from simply wearing the watch everyday. The watch had not suffer any significant impact. When I kindly tried to work it out with the representative to find a compromise the representative was very condescending. My Portuguese is my favorite watch of my collection, that's why I wear it every day, but unfortunately I will never buy an IWC again.
From such a high level - low volumes company I would expect a completely different approach to customer relations; something much more personal and easy to work with. Instead I had the feeling I was dealing with a Home Depot representative.
What a shame...
How come the complaints about service are always from someone posting for the first time who will never buy another IWC watch again? (And usually will never be heard from again after venting.)
9 Discussions and CommentsMember since March 6, 2012
and by the way.. you heard from me again.
However do not forget that someone who says "I will never buy an IWC watch again" is not very likely a guy who then is going to spend his time with other IWC-buddies saying "how awesome IWC is".
My watch is awesome. Yes, by all mean. The company deals with the customers in an appropriate way? That is laughable at best. Designing watches and dealing with customers are two very separate skills.
And honestly comments like yours make me think that you either never dealt with another high end watch company or you simply cannot recognize that something might go wrong in a process.
For your information, someone posting such a comment like the one I posted on a forum hosted by the IWC website is hopefully making a service to IWC. Hopefully someone reads this stuff and someone can actually take some action. So, before posting comments like yours, please make sure you think about the implications of what you write.
5,076 Discussions and CommentsMember since May 29, 2003Sarasota, FL,
United States
gpuma Wrote:exactly the kind of condescending behavior I was talking about. Must be contagious.
Sorry, but this forum is not the place for discussion of service issues. We have no way of evaluating your claims. You need to work this out with your AD. Whether or not you are responsible for dinging your watch is just not something we can evaluate. Over the years there have been many first time complainants about service issues. I have no doubt that you are upset about your watch problem. But this is not the venue for your issue.
9 Discussions and CommentsMember since March 6, 2012
I understand. This is a very different answer from the vaguely accusatory one you gave before. One comes to a forum to hear answer and discuss in a polite and civil matter. A bad experience can be useful for IWC, as I wrote, as well as to other customers.\
I would have expected notes of concern, maybe clarifying my excessive expectations or simple questions about the details. Not a dismissive one liner.
gpuma, I'm sorry to hear of your problem but as Alan says we can't evaluate it here. But please --no name calling like "condescending". We try to have higher standards here than some of the other places on the Net with anonymous posts.
But in all event I hope you can resolve your issues through your dealer. I wish you good luck.
Thanks a lot! I have spent much more than 2 minutes trying to locate IWC boutique in NY...
I was denied warranty coverage because of a small dent on the lug deriving from simply wearing the watch everyday. The watch had not suffer any significant impact. When I kindly tried to work it out with the representative to find a compromise the representative was very condescending.
My Portuguese is my favorite watch of my collection, that's why I wear it every day, but unfortunately I will never buy an IWC again.
From such a high level - low volumes company I would expect a completely different approach to customer relations; something much more personal and easy to work with. Instead I had the feeling I was dealing with a Home Depot representative.
What a shame...
How come the complaints about service are always from someone posting for the first time who will never buy another IWC watch again? (And usually will never be heard from again after venting.)
Last edited: 18 June, 2013 - 19:31
did it ever occur to you that a poor customer service experience on a several thousand dollars watch may make someone pretty upset?
However do not forget that someone who says "I will never buy an IWC watch again" is not very likely a guy who then is going to spend his time with other IWC-buddies saying "how awesome IWC is".
My watch is awesome. Yes, by all mean. The company deals with the customers in an appropriate way? That is laughable at best.
Designing watches and dealing with customers are two very separate skills.
And honestly comments like yours make me think that you either never dealt with another high end watch company or you simply cannot recognize that something might go wrong in a process.
For your information, someone posting such a comment like the one I posted on a forum hosted by the IWC website is hopefully making a service to IWC.
Hopefully someone reads this stuff and someone can actually take some action.
So, before posting comments like yours, please make sure you think about the implications of what you write.
Thanks.
Last edited: 7 March, 2012 - 01:27
Last edited: 18 June, 2013 - 19:31
Sorry, but this forum is not the place for discussion of service issues. We have no way of evaluating your claims. You need to work this out with your AD. Whether or not you are responsible for dinging your watch is just not something we can evaluate.
Over the years there have been many first time complainants about service issues. I have no doubt that you are upset about your watch problem. But this is not the venue for your issue.
Last edited: 18 June, 2013 - 19:31
One comes to a forum to hear answer and discuss in a polite and civil matter. A bad experience can be useful for IWC, as I wrote, as well as to other customers.\
I would have expected notes of concern, maybe clarifying my excessive expectations or simple questions about the details. Not a dismissive one liner.
For me it ends here. No hard feelings
But in all event I hope you can resolve your issues through your dealer. I wish you good luck.
Thanks for your understanding.
Regards, Michael
mfriedberg@iwcforum.com
Last edited: 5 April, 2012 - 19:53