And sorry to hear of your bad experiences Thomas.
My experiences have also been positive. I've had a few problems - and have received a level of prompt and personal service I could never have expected from a major brand. I also have a watch where I expect this would not be the case were I to have problems.
On a used piece where you may not have met the maker, servicing can even be an excuse to meet the maker.
Some of this clearly depends on the size of the company - and as Mo says - the attitude and attention of the person at the top.
One of my more unusual and 'risky' pieces with the first run of a new movement even has a lifetime guarantee from the maker!
That aside I think the whole industry (not just independents) have a problem with some of the most complex pieces, where the computer models work fine - but in the metal there are tolerance and production quality issues which can cause problems. Runs are not high enough - and devlopment times too short for these problems to be found before shipping.
We all know of major brands having these problems as well as independents (sometimes you suspect that some complex pieces have never been regularly worn and just don't work on the wrist).
As Mo says - buy the maker- and have a realistic view that servicing a complex piece can take a lot of work which one must expect to pay for - esp if you are not the first owner.
And to add to Mo's thinking, I've just bought a used piece from a major brand that where I gather there were some problems - but it's just so interesting...
- Greg