Patek Philippe

There are also tons of consumers who damage watches without knowing it (or with knowing it) and don't want to pay for the damage.  A Panerai client dropped his Panerai from a low height and the strap bar wouldn't come out, and he claimed it was a manufacturer's defect.  Panerai Service Center said it was dropped.  Client claimed it wasn't.  He argued and went onto an internet chat forum and got everyone to side with him and say he was right.  Because he presented his view of the story and the internet is generally pro-consumer.  We only had his side of the story.  When Panerai kept on insisting that it was dropped, showing photographs of evidence of a small dent on the lug; to which the client said, "even if it was dropped, your company claims to make robust watches, how come a small drop would damage such a watch?"  In the end, with threats to go to the press, etc. the client's AD (where he bought the watch from) paid 90% of the repair fee of $2500 (it was a case replacement) and the client got off with $250.  I'm not suggesting any WPS posters would do this, but this is generally why we don't allow first-time posters to be complainers.  

I really hope that our original poster had called HSWA before posting this post - but I can see the desire to get a consumer group's feedback first.  He also could've read the warranty certificate.  After reading his post, I dug out my Patek Philippe warranty cards and found the contractual language that does state the watch has to be presented at a Patek Philippe Service Center (presumably so the defect can be determined as a manufacturer defect).  So, but definition, it is reasonable for a shipping charge to be assessed.  

Lastly, let's say this, let's say I live in the rural countryside.  And let's say I have a car under warranty.  And let's say the car is making a strange sound.  Can I expect the Brand A to send a truck hundreds of miles/kilometers to pick up my car, and flat-bed it back to their service center?  No, I cannot.  Fortunately, for me, Brand A would do exactly that and have done it in the past.  But let's say I have another car, Brand B also under warranty - can I expect that different make to do the same thing?  Most people would say yes, if one brand does it, then all brands should do it.  But no, Brand A went above and beyond, Brand B cannot be expected to do the same.  Now, let's say the car has broken down in the middle of nowhere, Brand A and Brand B both contractually promise to send a truck to tow the car to the nearest service center at their cost and also promise me reimbursement of rental cars and hotels for delays.  That's not going above and beyond, that's just contractual language that was relied upon when I bought the car.