Patek Philippe

I’ll call HSWA. I’m still miffed as they shouldn’t be putting their customer through this nonsense. I suppose the issue is with the service center in the US and their poor communication. This is as simple a case as they come. I only shudder to imagine what I’ll be put through for a more complex case like the 5227.

All my watches are put through the usual daily wear to the office, travel, etc., and of course over time, they will accumulate some scars . Perhaps this is not something this PP service center is used to seeing.

They should let me decide if I want to pay whatever it takes to restore the case to top condition and not make assumptions on my behalf.

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My AD asked if the service center can send the watch to Geneva for some options and they said this type of case restoration can’t be done in Geneva either. This appears highly unlikely.

They said polishing a thin case can compromise case integrity for the 2 year service warranty. Of course, I know that, which is why case restoration departments do laser filling instead of just removing material, or they can even replace the bezel entirely. Isn’t that what restoration is meant to do?

I’ll contact HSWA next and then Geneva. If I don’t get a quick response, I’ll dump my PPs as I don’t purchase watches to place in safes and the logical conclusion to reach here then, is that they are meant only for occasional wrist time.

Of course, you should only expect a solution consistent with the highest standards, but you WILL be offered one. Watches are meant to be worn, and Patek knows that very well ;-)
I'm ready to bet quite a lot that while the final result will probably be expensive and take some time (don't expect anything fast), your watch will return from Geneva in like-new conditions. Keep us posted ;-)

of TP polishing. Why is your cast thin? Wear and tear did not make it thin. Polishing seems the culprit.

Patek can refurb anything they have ever made. May charge you for a new case but it can be done. I would, as others have said, speak with HSWA directly. Are you sure your AD sent the watch to Patek and aren’t trying to service it themselves? 

but then its not an original piece. Its a "franken" watch from a historical prospective.

A manufacture is replacing the damaged case of a current collection timepiece is completely different. You aren’t changing out a dial/hands/movement from a different watch. As long as they engrave the original case serial number in the new case, you are good to go. 

the original case number of the case.

I contacted HSWA and this was a great experience. They were patient, polite and explained their rationale. They told me that job #1 for them is the functioning of the movement and the integrity of the case.

My watch bezel has a lot of dings, not just a patina of fine scratches, but they said they will reassess with Geneva as the watch has never been polished. Their policy is to replace the bezel only if case integrity is compromised.

I was told that they will let me know one way or another and that if they can’t restore the bezel, to continue to wear the heck out of the watch as it looks like it is being worn regularly as it was intended to be, and if the case integrity is ever compromised, they will replace whatever is needed. Quite reasonable from my perspective.

On the poor communication via the AD, they explained privacy laws prevent their service center from directly talking to the owner when an AD is an intermediary because if the watch is dropped off with an AD, they become the “customer” legally.

Thanks to those who suggested I contact HSWA.

Hopefully, this experience is helpful to others who may find themselves in a similar situation. A great example of a professional interaction diffusing a bad situation with an irate customer. I was calm and polite on the phone with them as I was looking for solutions, not a reason to yell at someone and perhaps that helped.

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Thought it'll be a long wait before you get your watch back after sending it to Patek Philippe Genève.

Good luck with this. On an older piece, I always deal directly with Stern as they are top rate and very cooperative.

.. they can do it, but you have to pay it, like every other brand by the way.

The issue at hand is that they may not be able to assure their 2year post-service warranty if they can’t assure case integrity. PP offer a 2 year warranty when you service your watch through them.

HSWA have decided they can refurbish the case after all and it was a very reasonable estimate for this service. The communication was excellent once they got involved.

I’d like to thank those who recommended I get in touch with HSWA directly, as they resolved the situation quickly.

I expect to have the watch back in 16 weeks. I’m glad I don’t have to get rid of my PPs out of a concern that they can’t support their watches fully. All’s back to normal and my faith in the brand has been restored.

And thanks for sharing with us.

As always, it is all about communication. I will admit I have been in PP’s situation when I have used intermediaries for my own business, such as international dealers. Everyone means well, but it isn’t unusual for us to often resolve issues directly with the customer because the intermediary obviously doesn’t have all the information and decision making powers that we do.

This whole experience has been an eye opener for me and I have initiated a review of my own business to ensure I don’t tick off my customers this way and if they are irate, to have a trusted agent like HSWA to quickly fix the issue and make the customer feel good about doing business with us again.

What is dreadful is the thought that there are other clients out there who did not know the right party to reach out to. The initial responses to you were simply unprofessional.

by a third party? If so, PP policy is not touch the case.

I have never heard (or experinced) that that should be a policy.

Vote with your wallet. Patek has been really difficult both in terms of buying new watches and servicing existing ones. Time to show that the client is king and not the other way around.

Yes your AD should have had better communication with you as the whole we won’t service your watch makes no sense.