Comments:
Patek Service Experience
Friends, I have posted images of my well worn Patek 5196P on this forum. Last month, I sent my watch for a full service to PP including case refurbishing as my beloved watch has lived a life in the real world and not a safe.
Can you believe my horror when PP told my AD that they will service this watch, but will not refinish the case as it would be difficult for them to meet their 2 year service warranty if they did so? What kind of BS is this? Other manufactures have laser filled my platinum cases when needed.
Is this the best they can do? I suppose their marketing slogan should be “You never really own a Patek Philippe, only only store it in the safe for the next generation.”
Absolute garbage. I’m upset beyond belief as I thought they were above this nonsense.
So the real learning is that PP watches are disposable goods after all, if one wears them like any watch is supposed to be worn. This particular manufacture is seemingly incapable of restoration, even of their modern pieces.
This message has been edited by FabR on 2023-02-27 21:15:09
Can you believe my horror when PP told my AD that they will service this watch, but will not refinish the case as it would be difficult for them to meet their 2 year service warranty if they did so? What kind of BS is this? Other manufactures have laser filled my platinum cases when needed.
Is this the best they can do? I suppose their marketing slogan should be “You never really own a Patek Philippe, only only store it in the safe for the next generation.”
Absolute garbage. I’m upset beyond belief as I thought they were above this nonsense.
So the real learning is that PP watches are disposable goods after all, if one wears them like any watch is supposed to be worn. This particular manufacture is seemingly incapable of restoration, even of their modern pieces.
[Title amended to reflect the OP's January 10, 2020 update that Patek's service was performed to his full satisfaction --- FabR (moderator)]
Here’s a pic I posted on this forum a few weeks back.
I feel stupid for speaking glowingly of this brand. I suppose that is common until one has been “had.” My case for sticking to an Apple Watch is stronger than ever as PP do not have case restoration skills after all, even for this routine daily wear experience.
An Ad. And they confirmed that with PP after I pushed them and told them this was ridiculous.
For now, all I can say is, buyer beware!
I should add, my AD has been beyond reproach.
They did not charge me for shipping the watch to PP and returning it to me as PP do not have the skills to refinish the case. The issue is entirely with PP.
What does it mean?
You mention PP saying it ‘would be difficult for them to meet their 2 year service warranty’ - what do they mean by that?
I have no idea.
I can only interpret it to mean a water resistance guarantee after case refinishing of a relatively slim watch. In any case, the wear was hardly “brutal.”
It is not like I was shielding myself against a fall on concrete after jumping out of a plane with my trusted platinum heirloom meant to passed on to the next generation
It is not like I was shielding myself against a fall on concrete after jumping out of a plane with my trusted platinum heirloom meant to passed on to the next generation
The bezel can be polished or replaced. IT won't affect the water resistance of your watch. The rest of the case looks ok. [nt]
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Thanks for the suggestion.
I’ll call them to see if they can help. I am in the US, but I assume they can still assist me.
Oh, sad.
I can absolutely understand your feelings and think many companys like ALS would do it just as you supposed. How bad were these scratches actually? I remember pictures but not that your watch was THAT scratched.
Regards Edit: havent seen the second post sry!
Regards Edit: havent seen the second post sry!
Nothing out of the ordinary.
And even if it were, aren’t they blasting us with all their nonsense about how their watches are heirlooms? The least one can do in this instance is to make an effort.
With all due respect, how on earth am I supposed to know what they mean?
I purchased a watch, not a cipher to some medieval Swiss communication medium.
This is their communication back to their customer via their AD. I’m as much in the dark as you.
This is their communication back to their customer via their AD. I’m as much in the dark as you.
I am sorry about your terrible experience
I was considering adding an entry level PP to complete my collection but after reading about yours and another forum reader's experience with them today. Perhaps I should keep my money and spare myself any aggrevation.
How about asking them to quote on replacing the part in question?
Maybe they didn't want to as it can be expensive. But I imagine part replacement would still have lower margin than when buying new.
I'm not sure what went on with your AD, but this is a very unusual story. If you are in the US, give a call to HSWA, or as other friends suggested, get in touch directly with Geneva.
Whatever you're being told, it's simply inconceivable that Patek won't work on a 5196P case -- they routinely (and successfully) take up much bigger challenges, even on watches long discontinued and in far worse shape than what we can see from your pictures.
In the worst case scenario, they will just replace the case, if necessary to return a watch that meets Patek's standards. But there's no doubt they will restore your watch AND send it back to you in like-new condition ;-)
I have had the opportunity to tour their restoration facility and have seen the work they do and came away incredibly impressed. There is something wrong here. [nt]
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Yes, this isn’t cutting edge work when you look at my watch.
What’s wrong here is a brand that doesn’t appear to have consistency across its network in its communication and customer care.
I have a similar experience
My Aquanaut, which I've been using hard for everything, was sent in for service sometime in the fall of 2019.
HSWA could service the movement, but the case and bracelet was apparently so beat up they would not service it since they could not guarantee it for 2 years after. They recommended something they called a "split service", where the movement would be serviced in the US by HSWA, but the case and bracelet would have to go to Geneva. I expect the watch back from "split service" sometime in April. No doubt it will come back perfect.
May be something to do with platinum as it's tougher metal to handle than others. [nt]
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Too many times in service...
The of transparency suggests they felt the “why” would infuriate you further, so they are withheld details in an attempt to avoid blowback.
Right thing to do is to tell you why, give you options and, if you jump to their conclusion, at least you’re on the same page as the service centre.
Patek might feel most clients would balk at a $6000 case reconstruction, with laser welding, but maybe a light polishing is fine for you, with the laser welding being saved for a later servicing.
Right thing to do is to tell you why, give you options and, if you jump to their conclusion, at least you’re on the same page as the service centre.
Patek might feel most clients would balk at a $6000 case reconstruction, with laser welding, but maybe a light polishing is fine for you, with the laser welding being saved for a later servicing.
You can purchase it, but I suppose they just want you to keep it in the safe for the next generation. [nt]
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Interesting experience with your Aquanaut.
Let me ask for a split service. The communication channels are really poor here. They make you work too hard to get simple answers after collecting your money. Is there a way to contact Patek directly and not through a courier pigeon?