Franck Muller service issues Hong Kong

I have a problem with a Franck Muller that I bought. It has a scratch on the crystal and needs a light polish and maintenance. Now I bought this watch in Spain without papers and box when I was still working in Europe. Now I am transferred to Hong Kong and want to bring the watch to Franck Muller. They have a sole agent called Sincere which also runs the Franck Muller shop. I was told that without guarantee the watch will not be accepted for any repair. On the question if there is a way to get the watch to a Franck Muller service centre, the answer is no, there is no way to get replacement parts, no new strap and no service or repair for Franck Muller watches which are not under guarantee. Now a scratched crystal will never be under any guarantee so tough luck for anyone with a Franck Muller in Hong Kong.

I own several watches and I like Hong Kong because all major brands have their service centres here. My Breguet Hora Mundi has been for maintenance, my AP Polaris just came back from a total overhaul due to water damage, my Vacheron was repaired because the crown broke off. So I was totally astonished by the notice of Franck Muller. I was wondering is other people have the same experience with Franck Muller. Any advise what I can do with this watch. I have contacted Franck Muller through their website but that was 4 days ago and have not heard anything back, not even reply of receipt of my query.

My only advise is to avoid any Franck Muller watches, when the guarantee expires you are on your own.

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Interested to hear others experiences ...

By: AndrewD : April 10th, 2014-06:12

...with FM servicing. Without papers you couldn't expect the watch to be serviced under warranty, but I can't see why they wouldn't take the watch for service and you would cover the costs, just as any of us would. I hope this is just a misunderstanding a...

update FM maintenance in Hong Kong

By: yau128 : April 10th, 2014-09:27

I am not trying to get leverage, i am trying to find a way to get this watch for maintenance in Hong Kong. I am not so about guarantees since I always doubt it can be claimed. Now I have been contacted by Sincere that I can bring the watch for repair. The...

It's always a good idea to learn about service before buying a watch.

By: mkvc : April 10th, 2014-10:02

Companies have surprisingly different policies. However, so dealers. In some cases, customers have discovered that if they can get a watch to the manufacturer directly instead of going through a dealer they save considerable amounts of money, as some deal...

Thanks for the update. My experience ...

By: AndrewD : April 10th, 2014-19:53

... with warranty service is that there is no charge at all from the AD you purchased the watch from. They cover all the sundry costs like packaging, handling and transport back to the Manufacture. Outside of the warranty period the AD may or may not char...

You are raising a very important point ...

By: Marcus Hanke : April 11th, 2014-02:34

... that is how manufacturers, distributors and the service network can or wants to assist in the logistics necessary to get a watch serviced or repaired. Now what I did not understand in the original case: Sincere is running the Hongkong FM shop, so they...

And another grey area:

By: AndrewD : April 11th, 2014-19:15

I had purchased a JLC in Singapore. It was still under the two year international warranty and I had all the appropriate papers. But the JLC AD in Australia still wanted me to pay AUD60 for them to package up and send the watch back to Switzerland. As I d...

Sincere "Fine Watches" and Frank Muller

By: MTF : April 12th, 2014-04:43

yau128, I am sorry for your trouble. The relationship between Sincere "Fine Watches" and Frank Muller has been very complicated over decades. Sincere had 4 changes of owners in the last few years and a couple of those were due to "financial distress". Tha...

Final verdict

By: yau128 : April 16th, 2014-02:31

And the final estimation came in at Crystal EUR 500 Polish EUR 300 Oil and cleaning inside EUR 500 Administration fee EUR 200 New crocodile strap EUR 200 A hefty EUR 1700 This is the most I have ever paid for a watch maintenance. My AP Polaris had more do...

The price appears high ...

By: Marcus Hanke : April 17th, 2014-05:56

... but when looking at the details, it is justified: the unique curvex case dictates a sapphire crystal to be spherically curved in a very complex shape. This is not a simple flat disk, nor is it a slightly less simple domed circular crystal. The product...

Thanks for this perspective Marcus...

By: Ornatus-Mundi : April 18th, 2014-05:39

I was about writing something along similar lines. It points again to the fact that case design & construction (and their implications) are all to often under appreciated elements of the whole. Another aspect that comes with this is turnaround time. A...