Patek Philippe

A Patek Philippe Service Consultant should thoroughly explain the difference. 

1. An email or phone call should've explained why they recommended a bracelet replacement.

2. If a bracelet replacement is requested or approved by the buyer, then Patek Philippe Service should explain that all you get is a new bracelet.  You don't get your 1.5 link using screws.  And that the new bracelet is not compatible with your old 1.5 link. 

3.  I can understand they won't give you back your old bracelet.  All of these are replacements based on return of the original.  Patek Philippe doesn't want anybody to have enough parts to make their own watch.  However, they should give you back your old 1.5 link.  Your old 1.5 link could still be used on your other Nautilus watches, if you were to have a second Nautilus timepiece with a bracelet that used screws. 

4.  Example; I had a RIMOWA suitcase exchanged due to a cosmetic problem that couldn't be repaired.  RIMOWA at this time was just starting their transition from using corrugated aluminum (ridges were formed through corrugated method) to a new "aluminum superforming mold" method.  99% of the people wouldn't be able to see the difference unless specifically pointed out to them, but I would've noticed the difference and I do have a preference.  But at this time, the service agent was careful to point out that his replacement differed very slightly from the one that I turned in.  While this was against my preference, I accepted it and was pleased to have been informed.  Patek Philippe Service should've definitely informed you that your screwed bracelet would be exchanged for one with pins. 

5.  The most important aspect of luxury should be thorough communication and professionalism. 

How to proceed from here. 

If you are extremely dissatisfied; you need to proceed from here with the General Manager of the Service department. 

1.  Ask for the general manager's email and send an email simply asking for a phone appointment.  Include 3 times and dates you're available for the phone appointment.  Be conscious you and General Manager of Service may not be in same timezone so choose one that will be acceptable to both of you.  Include your phone number that you used for the service if possible.  And just state there is a problem but don't go into detail. 

2.  Once you're on the phone call; establish what should've been the protocol, that you should've been informed of the difference between a screwed bracelet and a pin bracelet.  Make sure that the General Manager agrees you should've been informed.  And make sure the GM agrees that it was an "assumption" on their part that you wouldn't notice or care about the difference between the pin and screw bracelet.

3.  Explain to him that you now have a watch that is not what you originally bought 11 years ago, and you don't like the pin bracelet, and you weren't even informed of this.  And to top it off, you didn't even get your 1.5 link back which you could've used on your other screw bracelet Nautilus watch.  Because the General Manager agrees you should've been properly informed, by the GM's own logic, they have substantially modified your watch without informing you prior. 

4.  Ask General Manager, how can he fix this problem.  You propose; get your old bracelet returned. 

Thank you for sharing your situation with the WatchProSite community. 

I didn't know they would even switch a bracelet like this, it is really unfortunate you had to go through this!  I can only hope that your experience will remind the Service department to be more thorough and less assuming in the future. 

More posts: nautilus

  login to reply