Zhege
361
Well now...
Naturally I am not privy to the internal workings of Patek service. Nor should there be any need to be.
As a client / customer / proud Patek owner, the original 6 month turn around time did seem excessive. A lack of communication from the service center (note in my post that I initiated all contact at approximately the time they indicated) is disconcerting. Lack of details about what the problem was / what was done to solve it / etc was surprising (and yes, I asked the pleasant and polite person on the phone). Is it not my business to have a good idea about what was done to my watch?
Providing PP service for the China market is indeed a tremendous challenge for the reasons you describe. Despite my screen name, I am not in China; my manufacturing business does a lot of projects in China and I travel there frequently. However, the service was in North America.
The word "silly" was used to mirror the OP's language. Perhaps "annoying", or "frustrating" would have been better. But having a watch sit in a box at the service center for 4 months (after 1 month for the initial cracking of the case and preparation of service proposal / approval, which was done in the time frame promised)... well, as a manufacturing guy I will maintain that that is a resourcing issue. Was that a temporary issue or a long term thing? Have no way of knowing. But I do know that there are ways of doing excellent work and managing customer expectations (extremely positive experience with H. Moser & Cie and one end, and Ball Watch at the other) under a variety of circumstances.
Cheers, Z
Scratches/dents emotions and silly PP service times....
Hi everyone, Anyway, I know that you're not really supposed to have the scratches,dings, and dents polished from the case of your PP. And until recently, I could absolutely see why. The watch develops a "patina" and some dings/dents/marks will remind you ...
As this is your first post here ...
may I ask why you have chosen to post it here? What do you expect from us? "scratches,dings, and dents" Any pictures to share? We don´t know anything about you or your watches here and we don´t know if a simple polishing can do the job. All we know now is...
Offended...
Oliver - I've posted here a few times before actually but my login details got lost. Please run a search of Patek 5170 vs 5070 - I wrote this review, together with quite a few other posts.. What am I expecting from you? Well I'm surprised by this question...
The sound of music ...
yours I don´t like, to say the least. It is not what you say, it is more about the way you pronounce yourself. m...boy - grow up. Maybe I forgot you and your posts, for a reason - good or bad. You feel offended, by me? Feel free to leave as I am not here ...
You are being hard Oliver...
... he sounds genuine. Also he's not new here. Even if he was, give him the credit of the doubt. Especially that his post sounds realistic. Its good to hear all kind of experiences, not just the usual : "congratulations, it looks good on you, wear it in g...
"Its good to hear all kind of experiences"
I agree 100%! Wrote an extensive pm to the original poster, but didn´t get any reply yet. Best, Oliver
No please...
... the danger in those post is that every guy that had a bad experience will want to pitch in. It can quickly turn into a massive mud bath. And we know already how it will turn out. Not very interesting, and its more about letting the steam out from frus...
"It can quickly turn into a massive mud bath." Yes, but I trust the common spirit ...
of real gentleman (or woman) here at PuristSPro. There is a reason why I have chosen to stay here at PPro, after attending other forums as well. It is all about sharing (good or bad), but also about gentle behaviour and realistic expectations. None of us ...
With all due respect, Oliver..
Oliver, with all due respect; your comments are out of line! People sometimes vent, and are not necessarily looking for help. It helps to listen only, at times.
Re: Welcome
Thank you, Oliver. But I have been a member here for many many years. Now I noticed my older posts are not there. I had been away from the hobby for a few years too.
I agree with Oliver..
I don't really see a point to discuss servicing time and pricing. "I will not wait X months" well I think the OP will have to wait whatever Patek is willing to offer. Patek and other luxury brands will take more time as they want to do the best job and no...
Well....
Maybe discussing it here is a bit pointless, guess it's just to vent, but OP should complain to AD and Patek, otherwise what motives do Patek have to improve? Sorry I am a bit cynical, but I have seen too much stuff went on with Asian ADs.
yes sure and may be ...
This would be useful and "good to know" for prospective buyers. The inevitable true is that all luxury watch makers have more resources dedicated to production of new watches and maintenance or repairs can be a lengthily (and expensive) affair. This said ...
Oh definitely
For sure everyone put more resources on making new watches instead of repairing them, hopefully Patek will hire more resources to strengthen the repair department.
Interesting....
Thank you Sir. You've just highlighted the point I made before - namely "I will have to wait". And so will you and so will he and so will every other owner... Why? Well essentially because that is the level of indifference with which the manufacturer want...
Dear MB ...
I am sorry that my comprehensive reply via PM didn´t reach you, but it seems it got lost in the system. Unfortunately it happens from time to time. Our IT team is aware of it and tries to fix it. To write it again is impossible now and doesn´t make sense ...
AD markup?
I wonder if the AD added his cost to the price of the service? Would it be cheaper if you sent/dropped it off directly with PP?
Service can´t be for free, can it? At least not in the long run.
You can do everything you can yourself, but at least you will have transaction costs. The latter can be quite high, depending on your market. ADs need to be paid for what they do. I don´t know your business, but it should be the same if you have to deal w...
Silly PP service times
Well written post murcielagoboy, although some pictures would have been nice. Service times really are a problem. I waited ten months (!) to get my 5056P back from a routine service. Originally was quoted 6 months, which I made me gulp, but what choice is...
You call it "silly". Do you have any internal details ...
about the processes needed. What goes wrong? What is missing? What is not efficient or effective? Is it silly in all cases? Is there a difference depending on the market you are based in? ... "Silly" is the last word that would come to my mind. Let me giv...
In addition: identification of service needs takes time, ...
and certainly Patek takes testes for each incoming watch even if the case appears crystal-clear. But often it is not... This takes a turn-around toll on every watch sent in even if your specific watch just needs a polishing. I rather prefer to get back a ...
Do you wait 6 months for a RR or a Lexus?
The service time is ridiculous. Your luxury car (which I may add has an incredible amount of parts, electronics, etc.) gets serviced within days. Let's not excuse luxury brands - we all know the reason for 6-9-12 months wait is not enough people assigned ...
Patek service
For buyers of Pateks, it's about supply and demand. We will pay more for a watch in short supply. I wish Patek did the same. Instead of complaining there are not enough people who want to enter the watch repair/service business, pay up. We do it.
Well now...
Naturally I am not privy to the internal workings of Patek service. Nor should there be any need to be. As a client / customer / proud Patek owner, the original 6 month turn around time did seem excessive. A lack of communication from the service center (...
Keep on complaining
It's a good thing, Patek shouldn't expect us to just "take" it because they are Patek, they really need to work on their after service. With that said, it's not just a Patek problem, plenty of other brands are so slow in service. It's almost like, "not on...
Ok
I can understand your feelings and frustration, but, do you think that your expressive post will help you to get your watch earlier? My suggestion is 1. Write formal letter to your AD 2. If no answer, wright another letter to PP customer service 3. If no ...
Patek Service and Lessons from Ferrari.....
No-one is doubting the quality of the workmanship and the productive limitations of Mr Stern's business. But ultimately, as a customer of PP, I must attend to my own business and not Mr Sterns. No, t he greater point I have tried to make in all this is th...
patek servie
I agree that a company like Patek, that is considered the cream of the crop should be offering better customer service and turn around time. They really should be holding your hand through the process. Other watch manufacturers are doing this, why can't P...
Rolex
service is amazing. They reimburse you for postage if its under warranty. They send an email within a week as to the costs and repair. Turn around is about a month or less. They follow up by phone once you have had a chance to wear the watch. Wow, great s...
This is a fair comment
You are right in that Rolex has a greater output than PP. Rolex sells more than a million watches annually and has done for some time. Patek does not sell 30 000 annually and that is verified by company tax records. But let me point this out to you reader...
My pleasant experience
I had my 5135 serviced/ polished through the London Patek showroom in Bond St around 1 yr ago. I was initially quoted 12-16 weeks but the service took 6 months. When my watch finally arrived I was given a superb branded gift to make up for any inconvenien...
i agree with you on this one....
that the rational way of taking things. Problem is when emotions interfere. Patek Geneva and Paris have a fantastic service.
Like your post... Your story comes right on time!
... in this end of the year. I liked the part where you tell us about that scratch and the emotions it triggers every time you see. Its good sometimes to clean and filter the bad things that happen to us, to keep only the good part and look forward. I try...
Exceptional discussion...
I learned a lot. Exclusively that patience is a name of the game in watch collecting especially at the top of the game! You wait for your baby 9-months and show me one person who minds:):):) Regards Edward
Another data point...
I dropped off a first series 3940 for a service at hswa. The first service by PP in almost thirty years. It was sent to Geneva, and I had it back in LESS than five months. They also said they had to do the leap year upgrade, which I begrudgingly agreed to...
"9-months"
And we didn´t even talk about vintage pieces ... :-) My experience as a collector of fine things/antiques shows that you need lots of patience in general. But it pays back, with lots of pleasure, to those who know.
Dreading some of my vintage pieces...
especially the 2526! I am also thinking more and more for vintage of going to a watchmaker - any experiences? (maybe this should be a separate topic?)
Sound like a good idea ...
" a separate topic?". Thanks and I am looking forward to it. Oliver ...
What a lovely post Fricks. Thank you
Fricks, I think the nicest part of your post was actually how you talked about deleting negative experiences and memories from your past... This is exactly right my friend. We all need to do it, in many aspects of our lives. And it was THIS that was the m...
Thank you for your post....
... long time i didn't like a post such as yours even if its not all good news. But i could identify to your story. I see that you took out a watch that you wouldn't have worn if your patek was with you. And what a nice watch. Most collectors who have too...
try to be happy
My 5016P had service three time within two years. I mean I cound not wore my 5016P for almost two years. My 5961P went to the service twice within warrant. My 5160J went to the service twice within warrant. I still not have my 5160J back. The service told...
Buying less
Is a great way to protest, that's what I do now too, not buying Pateks. Unfortunately there are plenty of customers out there for Patek that they probably don't care.
Update
So gentlemen - a quick update. My 5170 **may** be returning middle of Feb but no promises. It was d ropped off mid September... Five months for a case refurbishment. Just FYI. Regards and best wishes MB
Another update which all PP owners should read:
I'm not going to make a comment - neither positive or negative. Please fellow owners, make your own comments in light of the new information. So let me give you a run down: September (mid): Sent for service and quoted 12 week turnaround by a very good AD....
I know its a pain, however may I ask is that your only watch?
I don't want to sound snobbish or anything, but anyone that can afford a PP usually has a couple of other watches hanging about, no? I have been messed around with Rolex in the past as well as IWC so it's probably endemic really of the watch industry. I'm...
Yes I have other watches
I'm doing my level best to stay "neutral" in my comments and provide just facts to my fellow purists in all this. So, in answer to your question, yes I have many other watches from Tag, Breitling, quite a few Rolex.... But more interestingly, I also have ...
Irrelevant
To me it seems irrelevant whether one owns other watches. I own a reasonable number of pieces but would not be happy to separate from any for that long of a period. Especially having the uncertainty of whether it is coming back as promised or delayed by 3...
Patek service
I feel your pain. Stradman was commenting today how bad service times are for watch straps, but here he is questioning why your situation it is such a big deal. I think it is a big deal. It really taints the whole ownership experience. And as you said, wh...
The watch strap issue is totally different to servicing so don't confuse this
Changing a strap takes 10 minutes. Servicing is a lot more complex with many more variables.....Please let's not confuse the two. Furthermore, the strap comment was made with regards to a NEW watch that is only 3 weeks old........
I've got it back!
So gents, my 5170j is back on my wrist. Given on September 26th. Returned to me on March 5th, for a case refurb/valet and movement adjustment to ensure accuracy. Not a full service. Verdict? Well, I've added a new alligator strap in brown and it honestly ...
good news
So happy it's back on your wrist, where is belongs. And thanks for the happy ending to a frustrating situation.
Good and right on time.....
... To help you resist all the new temptations they have thrown at us in basel. Wear it in good health.
You're lucky
I had to service a 5712 still in the warranty coverage for a problem to the date push corrector and i had to wait TEN MONTHS. they excused themselves sending me an ashtray (yes, an ashtray...) and extending the warranty period on the service up to two yea...
ashtray?
that is just wrong. i hope this would be resolve by PP soon. would you have the same length of service if this would be done in Singapore or say the USA? which country did you had it service?
Limonge
porcelains ashtray :-) I write from Italy, a few thousands km far from Geneva. One year for the servicing of a common 5712.