Deficient response from IWC Customer Services

On the 13th July I sent a message via IWC's website contact form requesting answers to several questions I have concerning the Portuguese 500113, 500114 and Portuguese Chronograph models as I am interested in purchasing one of these models but require further clarification first.

I received an automated response on the 14th July explaining that I would receive a prompt reply to my message.

By the 31st July no response had been received. Therefore I sent another message to IWC Customer services informing them that I had not received any reply and again received an automated response that I would receive a prompt reply.

It is now the 10th August and I have still not received any reply whatsoever!

I must admit I find this rather dissapointing considering that I am looking to purchase a new IWC watch spending a considerable amount of money and now question the standard of IWC Customer Services, and it does put doubt in my mind about the quality of after sales service should I purchase an IWC product?

I would be interested to hear of your experiences concerning contacting IWC Customer Services and if you had similar difficulties obtaining a response from them and how long it took until you were subsequently contacted by IWC?

Kindest Regards..

Greetings,

My personal experience with IWC via the website has been very satisfying as well as excellent follow-up.

Like you mention, a reply message advised that I would receive detailed information shortly by the proper dept. My response from those depts. all were prompt and addressed my requests.

May I suggest that another avenue for contact is through the IWC Concierge Service by telephone. They have been most helpful in obtaining answers to my questions.

Regards,

Andy

Hello Chateau 66,

First of all, welcome to the Forum! Although I agree that a prompt reply from IWC would be the best thing, we can maybe help you with your questions.

Kind regards,

Clemens

The prior responses were spot on. IWC doesn't sell directly (except for a concierge mostly via phone in the US) and isn't well-staffed to answer a lot of pre-sales questions. The service department in Schaffhausen really does repairs, and in mid July a large portion of the factory is on holiday.

Better ways of getting pre-sales answers are:
--through a dealer or boutique
--through the concierge,if you're in the US
--through this forum

CHATEAU_66, I understand where you are coming from. All you have to do is to post your queries here and most of the members here will be able to provide you with an answer that I am sure will lead to your purchase eventually.

Post your questions here and you will get answers very quickly.

CHATEAU_66, my own experience with IWC customer service has been nothing but exemplary. So much so, that I have a few times posted compliments here on the forum to them.

Of course, that does not distract from your experience, which you personaly experienced as negative.

Reaching out here to the forum as you have done, will unlock a world of professional, passionate and expert advise - so please post your questions.