Watch Service: Repair & Restoration — WatchProSite Forum Digest

pfang56 · 2022-02-14T10:56:42Z

Discover Peter Fang's exceptional Urwerk 203 service experience, contrasting with other collector stories. A deep dive into independent watchmaker after-sales support.

pfang56

WPS member · Independents forum

33 replies4995 views2 photos

Peter Fang (pfang56) shares his exceptional service experience with his Urwerk 203, highlighting the brand's commitment to customer satisfaction, even for watches acquired outside their official network. His post offers a compelling perspective on the after-sales support from independent watchmakers, challenging common preconceptions about turnaround times and costs. This article delves into Peter's positive journey and contrasts it with other community members' experiences, providing a balanced view for collectors considering independent brands.

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I am extremely pleased to share that I just received my Urwerk 203 back from service.

As I shared before, this was my first experience with an Independent, and I had actually purchased this from a well known auction house, which was also posted on Urwerk's IG page. In one of my early posts, I had already shared my enthusiasm for the customer experience - especially with the acquisition of a few straps, including the Vulcanised Kiska strap and the Baltimora strap, where Urwerk went beyond my expectations with support, including providing tools and goodies to make strap changing easy. It gave me an excellent first impression.

Fast forward to end of last year, my Urwerk began to lose a little time, so I decided to send it in for service. I had originally an expectation, given that Urwerk is an Independent, perhaps the turnaround time for an estimate and service, especially over the holidays, would be longer than much bigger brands, and perhaps it would be more expensive?

Well, officially in approximately four weeks, from receipt by Urwerk, to shipping by Urwerk, the watch was completely serviced. Furthermore, when I had asked "what is the service estimate" and it was a pretty incredible surprise, when they shared it would be complimentary!!! Wow.

I'm now an Urwerk fan forever!!!

You know, before this entire experience, I was really skeptical of jumping into the world of Independents. These experiences alone have just changed this impression - and looking at some collectors on the board, I am hopeful to diversify and expand into more Indies in the future, starting with Urwerk.

Many many thanks to Remy Warluzel and the Urwerk team for absolutely blowing my mind - first on the incredible UR 203 and models, but also equally on the service experience.

Cheers

Peter

Key Points from the Discussion

While the author had a positive service experience, another collector, jp884, faced significant challenges with a Urwerk 201, including communication issues and the inability to repair the original movement, necessitating an upgrade to a 202.
The Urwerk 201's manual-wind movement was known for reliability issues, which led to the development of the automatic movement with turbines in the 202. This historical context explains why repairing a 201 can be problematic due to the unavailability of parts from the original movement manufacturer.
Despite initial communication difficulties, jp884 acknowledged that direct contact with Urwerk co-founder Martin Frei ultimately resolved the issue, showcasing the accessibility of leadership in independent brands compared to larger corporations.
The author emphasizes that Urwerk's complimentary service and quick turnaround for a watch purchased at auction demonstrate a 'bona fide service oriented' approach, exceeding expectations for an independent brand.
The discussion highlights the varying service experiences with independent brands, suggesting that while some encounters are exemplary, others can be fraught with communication breakdowns and complex repair challenges, especially for older or discontinued references.
The unique aesthetic of the Urwerk 203, described as a 'digitized cyclops with a wide toothy smile' and featuring PVD-Platinum metal and a curved crystal, contributes to its distinct appeal among collectors.

The Discussion

Cpt Scarlet

Feb 14, 2022

Good to hear your experience was a good one …

and that you received your watch back swiftly. Great work Urwerk !

pfang56

Feb 14, 2022

Indeed great work to Urwerk

And hats off to Independents. Maybe this is the next level of collecting which is next to become (if not already) the future of watch collections. Peter

amanico

Feb 14, 2022

This is much better than excellent, this is an example for all the other brands.

pfang56

Feb 14, 2022

That's great feedback

I will definitely say this is probably the best service and after sales experience to date in my humble 20 years of collecting. I do have some positive experiences with AP (very recently) and some positive experiences with Panerai (late 2000's), but perhaps I'm more impressed here because I started with expectations that a small outfit would take some time. Now this has shocked me a bit but in a good way... Cheers Peter

amanico

Feb 14, 2022

Enjoy, my friend, and congrats to them!

ZSHSZ

Feb 14, 2022

Always happy to read this pleasurable experiences, hope others will follow.

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