Disappointing 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.
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Disappointing 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...
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 exper...
I would ask PP to put this in writing... Good luck Cheers
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 m...
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 s...
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.
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.
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 ...
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...
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?
That is heartening.
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 wha...
A quick update.
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...
Something doesn’t sound right...
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?
I would disagree.
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 g...
Another quick update
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 pa...
This is not a warranty service.
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 reso...
I feel HSWA did a great job without overpromising.
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...