Glashütte Original

Dr No
[Moderator Omega - Wristscan]
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I've been in contact with G O, Aziz, and . . .

. . . they confirmed my surmise; not only was the case of your PMR XL damaged, but the dial had been 'displaced'. Under the circumstances, the service department has to disassemble the entire watch in order to return it in verifiably working order.

To put this in perspective, kindly allow me to share a story from another sphere altogether. I was recently treated in an emergency room for an asthma attack. I knew that the problem was asthma, and that my health was generally good. The on-call physician ordered x-rays and an EKG, presumably to rule out other lung and heart problems (I was deprived of oxygen and probably looked as though I was having a heart attack). Were these expensive tests actually necessary? From my perspective, no, but the physician's perspective is different . . . she had to rule out other reasonable causes before discharging me, partly for my benefit, but mostly to alleviate the hospital from liability in the event her diagnosis was off the mark.

In the case of your watch, the service department has determined that it has to be completely disassembled in order to perform cosmetic repairs. Once the movement is out of the case, they have to service it in order to be certain there are no hidden problems that might arise afterwards; it's more a matter of prudence than necessity. Our Man in Glashütte has informed me the cosmetic damage will be repaired without charge in light of the circumstances. Responsibility for the consequent service, however,will still be yours.

It's regrettable that accidental reasons resulted in service experiences that weren't well received. I understand your dismay at being asked to bear the cost of service so soon after acquiring a new watch. On the other hand, a manufacturer has a responsibility to recover reasonable costs, and that seems to me to be the situation.

Cordially, Art