I need to get my mark XII serviced and was wondering what the pros and cons are whether to use an authorised dealer or deal directly with IWC?
I would like the watch returned to IWC in Switzerland.
I can only assume that it will be quicker and cheaper to post the watch directly to IWC so why would anyone use an authorised dealer.
I am sure there are some good reasons to use an authorised dealer but what are they?
In my experience, my AD is better able to handle the shipping options including safe packaging and more importantly adequately insuring the watch during transportation and handling. Further, an AD will be better at getting a status report of the repair process from estimate to return shipment.
There also may be customs/duties issues if you don't use an AD, but also the extra steps can take longer. If you do use one, please insist that the watch go to Schaffhausen for service if that is your preference.
I always go through an AD. Bill is correct. The problems associated with shipping, insuring and communication are real. Better to let your dealer handle them.
I eventually decided to use Richemont UK Customer Service (RIS) who I found to be very competent and helpful. My emails were always answered promptly which was very reassuring.
I picked up the watch a few days ago and so far so good, it looks like new and is keeping good time.
Happy that it worked out.
IWC Schaffhausen will NOT accept watches directly from private individuals.All
IWC watch service/repair has to be dealt with through official channels,i.e.
IWC authorized dealers.No cost for shipping is necessary if this protocol is followed.Hope this clarifies the issue.kenneth.
Please advise when this happened. IWC will always suggest an AD for service but at the same time has welcomed direct service when the customer prefers such
Strange, when I called Richemont London last year, they told me that direct drop offs at RIS are not allowed and that servicing can only be carried out with an AD as intermediary. Went through an AD at Bond Street instead and the watch was sent to Switzerland, only to be returned not working... :S
The RIS centre in London is excellent. I have used them a few times to send watches back to IWC for specialist treatment ( vintage watches ) and yes they are always very obliging and helpful.
More importantly it avoids having to run the gauntlet of the HMRC as RIS take care of all that if the watch is returned to Schaffhausen.
Congratulations on a great watch
Thankyou Claire Kelly and staff at the IWC service centre in Sydney Australia for resolving my long standing watch issue. Where would Schaffhausen be without the excellent customer service that you've given to me.