11 Discussions and CommentsMember since Dec. 18, 2010
I've just had my 3714 overhauled by a registered IWC service agent in less than three weeks from drop off to pick up. I have two a year service warranty and the service agent was approachable and helpful. I can't speak highly enough of the service in my country.
49 Discussions and CommentsMember since June 14, 2008Emerald,
Australia
Does this raise a separate issue on the fragility of IWC watches. I do not plan on playing golf or tennis, though riding a bike or playing a game of pool on a lazy day off would be nice. There also maybe the time when I may accidentally knock it against a door frame, I am a burly sort of chap and usually tired when I come off working night duties. I am not after something bullet proof though would expect a watch to take some rumble and tumble. Would this be too much for a mechanical watch?
9 Discussions and CommentsMember since March 6, 2012
I don't think it is, Bassmanog, especially if your timepiece is a "sporty" one. Apparently, though, you need to be extra careful because this is a point the service dept of IWC does not recognize easily.
10 Discussions and CommentsMember since Jan. 18, 2011
Compared to other high-end Swiss brands I dealt with, I am not impressed with IWC service support so far: No notification upon receiving the watch at the Service center, no ability to communicate over email, internal tracking system seems to be outdated, etc. That said, when I call, people seems to be helpful. It seems to me that the "customer service interface" needs overhauling. It could very well be the general problem with the Richemont group, because I had some minor issues with Panerai.
5,019 Discussions and CommentsMember since May 29, 2003Sarasota, FL,
United States
I have had four watches serviced by IWC. Service was great. Each watch came back looking like it was brand new. But I printed out a detailed description of what specific work needed to be done and submitted it with each watch. That way there was no chance for misinterpretation. My AD contacted me after a watch was inspected and advised what work was required and the cost. I then approved the work by email before it proceeded.
10 Discussions and CommentsMember since Jan. 18, 2011
Alan Ross Wrote:I have had four watches serviced by IWC. Service was great. Each watch came back looking like it was brand new. But I printed out a detailed description of what specific work needed to be done and submitted it with each watch. That way there was no chance for misinterpretation. My AD contacted me after a watch was inspected and advised what work was required and the cost. I then approved the work by email before it proceeded.
Thanks, Alan! Interestingly enough, this is the first time I am dealing with the Service Center directly: My AD is no longer an AD. I am sure things would have been a bit smoother had the watch been handled through an AD. I guess we all want IWC to be top-notch in every aspect of watchmaking and service. I hope our feedback helps them.
10 Discussions and CommentsMember since Jan. 18, 2011
Well, got my watch back. Everything was fixed under warranty. Funny enough, I called to inquire about the status and was told the watch had already been shipped back to me. So, I am very pleased with the service. That said, if the Service Center had any ability to do web-based tracking and phone/email notification, things would have been simply outstanding. I am sure IWC can get it done relatively quickly, which will further enhance the value of the IWC after-sale services.
9 Discussions and CommentsMember since March 6, 2012
UPDATE:
I have to give credit to IWC for trying to fix the absurd situation that I experienced. Celena called me and she was courteous, informative and understanding showing exactly the kind of behavior I expected in the first place. Thumbs up.
Now, I don't know who is the person I talked to in my first interaction, but obviously she did not have either the power or the will (or both) to deal with an end customer so there still is evidence of some internal communication problems. However, it is good to see that the company reacted in an appropriate way to the original wrongdoing.
The solution I was offered is in my opinion a fair one. Now I can't wait to wear my Portuguese again!
9 Discussions and CommentsMember since March 6, 2012
UPDATE 2: I am happy to say that today I received my watch back and the work done on it was outstanding.
So this is a good ending of a story that started not so well. Again, thumbs up for Celena, I wish I interacted with her from the beginning and the frustration would be avoided.
Best regards
Giovanni
Kind regards,
Paul.
Kind regards,
Paul
Last edited: 28 November, 2012 - 22:41
Last edited: 7 March, 2012 - 17:26
But I printed out a detailed description of what specific work needed to be done and submitted it with each watch. That way there was no chance for misinterpretation.
My AD contacted me after a watch was inspected and advised what work was required and the cost. I then approved the work by email before it proceeded.
Last edited: 8 November, 2012 - 12:49
Thanks, Alan! Interestingly enough, this is the first time I am dealing with the Service Center directly: My AD is no longer an AD. I am sure things would have been a bit smoother had the watch been handled through an AD. I guess we all want IWC to be top-notch in every aspect of watchmaking and service. I hope our feedback helps them.
Regards, Michael
mfriedberg@iwcforum.com
Last edited: 5 April, 2012 - 19:53
Marvelous!
I have to give credit to IWC for trying to fix the absurd situation that I experienced.
Celena called me and she was courteous, informative and understanding showing exactly the kind of behavior I expected in the first place. Thumbs up.
Now, I don't know who is the person I talked to in my first interaction, but obviously she did not have either the power or the will (or both) to deal with an end customer so there still is evidence of some internal communication problems. However, it is good to see that the company reacted in an appropriate way to the original wrongdoing.
The solution I was offered is in my opinion a fair one. Now I can't wait to wear my Portuguese again!
Last edited: 14 March, 2012 - 19:13
I am happy to say that today I received my watch back and the work done on it was outstanding.
So this is a good ending of a story that started not so well.
Again, thumbs up for Celena, I wish I interacted with her from the beginning and the frustration would be avoided.