IWC tries very hard to be efficient in this entire process and in actuality the service department is not a profit-center. While costs and pricing must be carefully reviewed, not even the direct costs of expended labor are ever fully recouped.
This is as it is intended: maintenance of a fine watch, and especially an IWC watch, is extraordinarily important to both the customer and the company. Of course, IWC charges for its service, but in many ways service is just that, a service. It reflects an attitude above all.
When a customer sends a watch in for service, it’s with the expectation that the watch will be returned perfectly. Because of the complexities of all mechanical watches, that sometimes –although rarely—does not occur. IWC incessantly strives to achieve a goal of perfection here and the company has found the right steward in Christoph Bippus. He’s the right person for the right job. After all, customer service is an attitude, not a department.