Please can someone provide contact details for someone in IWC customer service.
I am so shocked and appalled at what is going on here, and have received no apology or contact at all from IWC despite several attempts to engage them.
I have tried sending emails to the generic 'concierge' and using the web form but had no response. I also asked my local boutique for contact details and was ignored.
I paid £1110(!) last week at my local IWC boutique to collect my watch after a service which explicitly requested (and stated on the paperwork that it had been done) full replacement of dial and hands.
However disappointingly it turns out the hands have not been replaced, despite the service paperwork stating this. This is super obvious as the original hands were Tritium. How on earth this passed any QC process is beyond me.
Just as concerningly, from the short time I had the watch back in my possession the timekeeping seemed out of spec (if the base movement service is priced at £730 I am expecting a good level of accuracy), and there were dust particles on the dial and under the glass.
The service update I received today - having returned the watch immediately last week at the boutique - is that they will proceed with the instruction to complete the work originally requested, but I should note that "the hands were replaced at service". No they weren't - that's the whole reason why the watch has been sent back!! What on Earth is going on?
I am now £1110 out of pocket with nothing to show for it and extremely disappointed and upset.
A premium service price does demand a premium service and unfortunately I feel IWC has fallen well, well short here.