Watch case arrived with marks

I just joined the IWC owners club this week when I received a Portuguese Automatic (500107) as a wedding present from my wife. It's a beautiful watch!! Unfortunately, even though brand new out of the box and in all it's wrapping, I noticed some marks in the case, a few along the bezel edge where it meets the crystal, a some on the lugs. It was purchased from a very reputable AD a few months ago and all in plastic (I just received the watch this week). I brought it into the IWC boutique in Beverly Hills. Even though it looks like the marks on the bezel edge would be impossible to make after watch assembly (since they're so deep in the groove between the bezel/crystal), they claimed that it was due to mishandling by the AD and that I needed to pay to have the watch serviced in Dallas for a polish. Not what I wanted to hear.

Has anyone ever received a new IWC with any cosmetic issues on the case? I'm not sure what to do at this point. It's a brand new watch, but IWC is telling me that I need to pay to send it back to them to get polished. I'm so excited to finally have an IWC, but it's unfortunate that I need to go through this as my first experience. I've only owned Omegas in the past, and have never had issues.

Thanks in advance for your advice.

Congratulations for joining the IWC club - albeit I am sorry to learn of your bad news. A great wedding gift with a slightly tainted experience.

Why don't you just contact the reputable AD where the watch was bought brand new and explain the situation. A reputation is built up through iterative great service so - if it's a reputatable AD....... I keep my fingers crossed for you.

I have not experienced any issues at all when I have bought IWC's brand new from my local Basel AD.

Good Luck.

Obviously there is no possibility to swap. I guess you don't have much choice than to bite the bullet and get it serviced. I hear they do a great job, you will forget what happened afterwards, when your watch is beautiful again.

But I wonder, though. You bought the watch yourself? I always look very carefully at the watch when I want to buy it, I cannot keep my eyes off it, of course. My AD's wouldn't dare to present a watch to me that doesn't look perfect. So, what happened to you? Was the watch sent to you by mail, thereby not giving you the opportunity to do your own quality control? Until now I always refused to do this, I rather travel to get it. Having a nice trip as a bonus with the missus.

Kind regards,
Paul

Unfortunately, since it was a gift, I didn't get to personally examine the watch ...or it would have ruined the surprise. I can't really fault the wife either - it was all wrapped up and in general, you'd think it would be pristine underneath. Oh well...i'll definitely reach out to the AD and if that's a dead end, then i'll just bite the bullet.

Thanks!

One follow up question - the boutique mentioned they would send it to the Dallas service center...I assume the work done there is of equal quality to the Schaffhausen service center?

It sounds more than one Richemont service center is in Dallas. My Panerai 212 is in Dallas at their service center as we speak. I have sent watches to that service center before and they have come back like new. I am sure the IWC Dallas center will give the same results.

Hi CHains007,

Sorry to hear about your predicament: time and patience (and perhaps a bit of expense) will surely get your 500107 back to u in great form.

I have in the past been guilty of being giddy with excitement over the purchase of a new timepiece, that after the purchase I realized I had hardly checked the watch. I now take much time out at the dealers to examine slowly the case polishing, the crystal, the serial number, the movement if it is a display back.

The dealer would have a loupe or magnifying glass, which I will use, but in any case I would bring my own. I am also not past bring a set of (plastic) vernier callipers as well as an electronic weighing scale* to check that the case dimensions and weight fit the official specifications. yes, a bit of paranoia here, but I much rather be sure.

*especially for platinum versus steel versions of a vintage watch.

I would highly advise against polishing such a new watch. There are issues with every brand, and the service technicians are human. Polishing requires the removal of metal, and I've personally seen watches come back over polished. I am very careful about my watches, and hate scratches and dings, but sometimes they really do just show up. It stings at first, but eventually you realize that it's better to not let little things like that ruin your enjoyment of the watch. It's made to be worn, and it will get dinged again. I suggest just enjoying the watch as is until it really needs to be serviced a few years down the line.

Hi my friend,

a warm welcome and congratulations for join our forum.
It's really sad to buy a watch witch is not in perfect condition!!!
Did you go on the shop and buy the watch, or the AD send it to you???
If he send it to you, it's his mistake and if I were you I would ask for replacement immediately.
I had the same situation with my AD (I know him and I trust him) and ask to sent me the watch with mail.
When received it I have noticed lot of marks on case and send it back for replacement.
Polishing is not the solution, agree with Ken!!

Good luck and tell us what happened.

Hi
Update for everyone. I ended up biting the bullet and sending it in for a polish...came back in perfect condition. I know i'll get marks on it eventually - but I would rather be the one making them...at least it's something I did. I just couldn't stand living with someone else's mistakes? Anyway - thanks for the support. Fully enjoying the watch now :)

chains007,

thanks for the update. and happy to hear it's back in perfect condition.

so welcome to the club, and now... how about some photos of your new beauty?

best wishes,
thang

I would love to upload picture, but unfortunately, my excitement was premature - I just noticed last night that my hour and minute hands were not aligned properly. ie. At 12, 1, 2, 3, etc o'clock, when the minute hand was exactly at 12, the hour hand was a little past the proper marker. Enough that it was clearly noticeable. Obviously, I'm very disappointed with the lack of QC. I own other less expensive watches (mainly Omegas) and have never had this issue. I guess I'm just unlucky. I took it back into the Boutique in Beverly Hills and they agreed to send it in again to fix. Another 4 week wait...

Not a great first impression with the brand (or more specifically, the service quality)...but I still love the watch (assuming I get it back with nothing else wrong).