Reading some of these comments, I very much fear the time when one of my IWCs is due for service or needs a repair. I certainly agree with Paul - IWC should get involved here, take the matter offline with each individual and make it right. That way each person can report back on the forum if they wish to do so.
I have seen such in many other forums in the electronics business, even at much lower price levels.
Oliver
I think this is a valid point. Especially since service costs even more than servicing your car.
I've not yet had the need to send an IWC watch in for service but I have difficulties understanding why it needs to take up to 6 months. For a vintage watch I can understand some lead time as parts may not be in stock etc. But why a contemporary watch can not be returned in transport time + 1-2 weeks is beyond me.
Thomas
Dear IWC,
I also think that IWC rep should be involved ASAP. Not to solve the individual cases discussed here. but to fix the systemic service issues the IWC company has.
I like the fact that the overall service issue is surfacing up here for discussion, and is attracting people's attention for the first time ever. In the past, I have seen quite a few service issues and threads popping up and disapearing soon. When some expressed their issues, we were busy burying them. If IWC is really serious about improving their service, they need to encourage people to share the issues and resolve them sooner than later. Guys, love and hatred are the two sides of the same coin.
Here is my proposal. Can IWC or the Forum offer a special venue or special thread where people can openly talk about the overall service matters, both good and bad experiences? Sharing bad experiences is not bad. Hiding them is bad, because it kills the opportunity to fix them. Sharing good experiences? It surely makes us feel even better.
I second this idea. Transparency is good, it will improve the overall quality. That is, not only the quality when designing and manufacturing the watches, that is in good hands with IWC, as some stories here pointed out, but also the after sales quality, where the watches really live with their owners. Until now I have only good stories to share...
Kind regards,
Paul
Dear M.F.
Given the fact that many of the contributors in this thread have a valid point about a failing service of IWC in different countries and given the fact that IWC as a company normally will not react to questions and comments on the Forum ( as the Forum is for Forumers), I call upon you as our moderator and spokesman towards the company. The 2 main questions are:
1.Is IWC aware that several owners of expensive IWC watches in different countries have difficulties in getting any response when they try to inquire or to bring their watches for a service? And if so, what is the company doing to improve the situation?
2. Is it normal that IWC takes a long period of time ( 3-12 months) to solve a problem for a high-end watch, where other companies producing luxury goods, need lesser time?
Many thanks.
Adrian,
(alwaysiwc).
I second your motion. It is bothersome that IWC seems to be sinking so much time and capital to revamping the lines in an attempt to sell more; and advertising, when more and more we are seeing complaints about the servicing of already-purchased watches. There does not appear to be a commensurate investment is service.
I talked to the head of service about these problems.
He said that he was concentrating in part on SE Asia, carefully monitoring the records and has made two trips there this year. He said they have moved to a new facility this year and that there has been a marked improvement over the past two months. He also has offered to have a watchmaker from Schaffhausen come there for an extended period,.
While this doesn't solve any one person's problem, there is an acknowledgment of an area needing improvement and efforts being made to improve, as well as some positive improvement.
I should add that if people have a particular problem they should e-mail me (rather than engage on Internet campaigns). I can't always help but I have helped in other instances, and will try.
Also, I should add my personal view that some comments or opinion may be anecdotal. For example, I had a modern Patek needing repair last year, and it took almost three months. They did communicate effectively, but it did take a l-o-n-g time to get it right. Much depends on workload at any given time and sometimes service can be a "high class problem" given IWC's huge boom in sales.
But --IWC is trying to get it right, and I'll be glad to help in that effort.
Very well said!
I have a friend in HK that used to own an IWC Portuguese Perpetual Calendar. It developed an issue when the year would not jump from 2012 to 2013. He sent it for repair and inspection while still under warranty and the IWC service centre in HK told him the watch was "damaged intentionally" and he had to pay for the repair. The reason? A very tiny chip on the case that is only visible thru a 10X loupe. He swears off IWC for good after that. And he is what I would consider a Super Collector.
I have owned both my IWCs for a year now and so far they work flawlessly though I think my Portuguese PPC tends to run faster when kept in my watchbox. I too dread what would happen when time comes to need service after reading these posts and hopefully my experience will be better by then with the improvements being made.
I think reason why services in Asia is not good is due to mentality, where sales is viewed as a profit/revenue while servicing is just added cost. This is compounded by the fact that mechanical watches if well taken care of can last a life time and as more people buy watches, naturally the cost to service them as years passed become more and more. So some brands my choose the option of dragging out the lead-time to repair them.
Just my 2 cents.
Rgds
Ben
Dear Michael,
Thank you for discussing the issue with IWC head of service. However, his or her answer does not address the main concern here. It actually makes me feel even worse, triggering me to write one more time here.
First of all, where is SE Asia? Are you talking about Singapore? It is 4 hours' flight from Hong Kong, or 7-8 hours flight from Beijing or Shanghai. 4 hours's flight is almost the same distance between Europe and East Coast US. Folks here raised the question about service in China and Hong Kong. When you have an issue in UK, do you want to improve the service in Russia? Or, when you have an issue in New York, do you want to see improvement in Miami?
Second, the media always talks about the fact the sharpest increase in luxury goods purchase happens in China and rest of Asia, whereas the customer service is more focused on US or European markets because of regulatory environments that easily lead to liabilities and litigations. It seems that people in Europe or US are generally happier with the service. When I pay the same amount of money to buy the same watch, I deserve to be served the same way other folks are served.
Third, let's not label other's comments as anecdotal, and wash them away from the Forum. Repair is rarely happening, and it is supposed to be anecdotal by nature. (Maybe, IWC has the data base that can go beyond any anecdotal discussion.) If repair happens to every watch every day, there is something fundamentally wrong with the watch company. Important is whether those rare repair issues are fixed right in keeping with the money we pay for. I like the comment and analogy somebody has made about the cars. When I buy a BMW 7 series or Mercedes AMG (versus a small VW), I expect a higher standard in service.
Lastly, look at the number of people who are interested in this topic. I have been watching this thread because I am concerned about this issue as well. I am sure there are a lot of people like me who want to see improvement in this service area. One thing you can do for the Forum is to make it a productive discussion for the interest of all Forum participants.
I remember one interesting posting in an SNS site a few days ago that basically says something like "You are living in a better world today because somebody fought and died for you yesterday."
Thank you!
David,
I disagree with many of the things you say and believe you misunderstood what I wrote. It was my error, though, in mentioning SE Asia, since I thought that included Hong Kong (Andreas mentioned Hong Kong). But your rhetorical England-to-Russia exaggeration was unnecessary.
I have no desire to debate you here, especially after trying to do you a favor. If you want, feel free to send me an e-nail.
With product extensions, I would imagine that the introduction of new/in-house movements and case materials will add to the stress of servicing, particularly the time dimension.
More choice and a wider product portfolio complicates aftersales. It certainly won't reduce the time pressure.
I actually prefer the old IWC 2 decades or a decade ago, where product lines were more distinct and there were less gimmick type models.
Take the GST Aquatimer. Only one model in 3 different cases. Simple, clear cut, no nonsense. The watch has a clear purpose and value proposition. There is little cannibalisation with counterpart models in the portfolio.
But now you have so many more models, sizes, with different movements and case materials, seals, case backs, polishing specs e.t.c.
More re-investment of earnings should be focused on servicing and aftersales and less on NPD/marketing. Nonetheless, I can see that selling a brand new watch will garner much greater sales than servicing an old one.
I am sadden to hear such incident happen in the after sales service as I was once a victim too when I send in my watch to Schaffhausen for a date alignment repair and after waited for almost 3 months, the watch was back with the same problem and it got to be send back again for another 3 months. I was fortunate to know a responsible Retail Manager that assisted me for this issue and it makes the wait less painful but still frustrated with all the waiting time and can never understand why it takes so long for a repair work.
I am not familiar with the HK after sales service experience but it is really a shock to hear this with the fact how amazing their hospitality each time I visit the flagship boutique. Maybe, it is the personnel that needs to be re-train on this aspect.
As for servicing lead time, it really needs improvement as it is not just how well you sell but more important whether you can make your customer buy again or spreading good words through post sales experience satisfaction. Take a look at Lexus, if I may suggest, they are one of the best or the Best!
Lastly, I feel that a forum should be a place that not just air good news but also valid concern when you have exhausted all means to resolve your real problem and you need help from like minded friends.
I am sure IWC is not a company that "Sells and Forget" and I have all confidence they will ensure each customer feel good and proud each time they put on their beloved IWC watch.
Cheers
IWC is great for design. Its service? NO GOOD! I talked to the Lotte Department Store shop in Korea for after service. Their first question was where I bought it. Why ask? I bought it in US. Hey, guys, this is an international warranty program. He smiled at me and recommended me to call the service center if I want to do it faster. So I called the service center. The automated phone system asked me to choose which brand I bought. They named several different watch brands one by one. I did not know IWC has so many sister brands. So, finally, I got to IWC. Yeah! But that's the beginning. The staff said they would need two three weeks to "evaluate" if my watch should be repaired. And then, they would give me an estimate how much it should cost me for repair work. He said, it usually takes 3+ months if there is any "mechanical" issue. What? This is an automatic watch. It is a mechanical watch. What does he mean by mechanical issue? Now comes the best part. If the watch is damaged seriously or if there is not enough spare parts, they may send it to Swiss. I said mine is a new one. He said, they do not have all spare parts for all models. Then, they need 4+ months. I asked him "maximum 4?" He said "No, it takes at least 4+ months to send it and repair it and send it back. We send it to our factory in swiss." He emphasized "Swiss." I was falling off my chair. DHL can send it anywhere in the world in one or two days. I hung up the phone. My watch is still in my drawer.
One more funny thing. The Lotte store sales man did not know my watch model, because that model is not sold in the store. That is maybe why he asked where I bought it. (I guess so.) Now the funny part. I went to another IWC store in Seoul. They were selling my model. IWC, please train your sales people about your own watches.
Dear Michael,
I am not trying to argue with you. I am OK if you disagree. I am just stating my point of view. Thanks.
Thanks Michael for commenting and allowing for some discussion.
I truly believe that all the friends of the brand here on the forum only mean well in this discussion. Sometimes, your customers can help a company improve their services.
On that note, I would like to make an unusual suggestion - again, looking at the luxury automotive sector and taking into consideration the sometimes prolonged service periods IWC owners seem to be facing.
Recently, I had to service my Audi - the workshop noticed a gearbox problem and the car was delayed by ONE day (total of two days in the workshop). They called me up to inform me and provided a replacement car for that one day. It was not a comparable model in terms of size / engine etc, but it is an excellent way of showing the customer how valuable he / she is.
How about IWC providing an exchange watch whilst a watch is under warranty repair? I know this is a bold suggestion, but even a much lower, basic model would be a fine gesture from IWC - particularly when looking at customers with PPCs and other expensive models.
Although my experiences with IWC's after-sales service have been positive in that I have, to date, received the results I desired, I do see room for improvement. The automotive industry is quite different and not really a fair comparison. However, in this day and age, it is surprising that my dealings with after-sales service have been restricted to the same methods in use at the time of IWC's founding. I would love to be able to email a dedicated IWC service center with an inquiry and I would love to receive electronic updates on the progress of a repair. I had a terrific experience with Nikon USA's repair department; I went online and went through a series of questions to determine the product and type of repair I was inquiring about. I immediately received a quote on a price range for the repair, a case number, a mailing label to print out and instructions on how to ship my camera. All of my pertinent information had already been accepted by Nikon USA so that when my camera was received by the service department, they knew exactly what to do with it. I understand that it is difficult when dealing with numerous independent repair facilities worldwide, but the institution of uniform, modern after-sales service procedures would most definitely help to build the brand trust that is so important in the luxury goods segment.
I have a Portuguese Chronograph 3714 that probably needs maintenance for the first time. It gains about one minute per day and needs adjustment too. Does anybody have any idea how long it may take and how much it would usually cost just for regular maintenance? The Warranty expired 2 years ago. Your advice please.