2 Discussions and CommentsMember since Nov. 4, 2012
I am wondering if anyone else has seen a deterioration in IWC's service. I was fortunate enough to invest in the beautiful Portuguese Yacht Club (so many complements all the time) but the chronograph stopped working after 9 months of purchase and after more than 2 months in service at Schaffhausen, it came back still broken! Sadly I am getting the run around from IWC and the watch is expected to be away for 3+ months in the hope it is fixed properly.
Does anyone know if IWC has changed its processes or management to explain the decline in quality?
The simple answer is no. Quality control is up and there are relatively few issues, given that any mechanical watch is a complicated and somewhat sensitive instrument.
There have been a few --very few-- glitches in after-sales service lately, but there has been a reorganization there in the past few weeks and any issues are being addressed. Service now will be under the responsibility of IWC's chief operating officer, which shows the importance placed on this.
We can't really address your situation here, but I'm sure it'll get satisfactorily resolved.
2 Discussions and CommentsMember since Nov. 4, 2012
Thanks MRF. The reorganization explains things. Too bad I was one of the glitches to fall through the cracks. Hopefully IWC gets back on its feet before I get used to wearing my other watch!
110 Discussions and CommentsMember since April 18, 2011Fremantle,
Australia
I've had a similar experience with schaffhausen.It all started after I'd bought the very first,in Asia,new pilot chrono 43mm. After acquiring the watch from the IWC boutique in Kuala Lumpur,Malaysia,I arrived back to my house in Australia,with the watch still with its protective covering intact. When I came to unravel the layers of plastic from the watch and give it a proper visual inspection,as one does,over a coffee/tea,I noticed some small nicks in the case around the bezel area. I promptly phoned the salesman at the boutique to notify him of the problem. He assured me that it couldn't have happened during their handling of the watch. I didn't want a polish of the case because the marks were to close to the crystal,and the only real solution was to have the watch transported to schaffhausen.Anyway,to cut a long story short,the watch went to schaffhausen,via IWC in Sydney,Australia.Eight months later,I received a brand new,different serial number watch. I have to say that IWC in schaffhausen,or more specifically,those in the department responsible for warranty issues,were abysmal in their customer service. If it weren't for the help and assistance of IWC in Sydney,I would have given up on IWC altogether. So,schaffhausen,I hope that some of you read this,because you still need to improve on your customer service.
Does anyone know if IWC has changed its processes or management to explain the decline in quality?
There have been a few --very few-- glitches in after-sales service lately, but there has been a reorganization there in the past few weeks and any issues are being addressed. Service now will be under the responsibility of IWC's chief operating officer, which shows the importance placed on this.
We can't really address your situation here, but I'm sure it'll get satisfactorily resolved.
Regards, Michael
mfriedberg@iwcforum.com
So,schaffhausen,I hope that some of you read this,because you still need to improve on your customer service.