ABC Watchwerks - Bad Service and Negative Experience

[soaking.fused]

Sent my watch to ABC Watchwerks for a full service. ABC damaged the dial while servicing and returned the watch with no communication per the damage and the watch running over 1 minute fast.

Alex confirmed the damage happened during the service at ABC, offered to replace the dial with a period-correct one and get back to me once he'd located the suitable replacement.

I did follow up on the current status numerous times and it has now been over 13 months since the service. However, the last several attempts to contact Alex and ABC Watchwerks have been unsuccessful.

There's another feedback thread on RF currently referencing a similar pattern of poor communication in relation to ABC. And my experience is very similar to the creator of that thread (getting the runaround, confirmation it should be really soon, etc.), unfortunately.

I don't recommend ABC Watchwerks.

[superstarmar]

point taken ... sorry for your troubles...

[William.L.]

what kind of watch/dial? Sorry to hear you had so much trouble.

[bdex75]

What watch/dial was it??? Is it something that should be easy to locate or is it a rare model/dial??

The lack of communication is almost inexcusable in today’s day and age.


Sent from my iPhone using Tapatalk Pro

[Bond's First Watch]

The OP apparently has a 5513 Sub.

[soaking.fused]

The watch is a 5513 Rolex Submariner.

ABC has serviced multiple watches in the past and this not the first vintage Rolex of mine that they serviced. This is/was not a fun post/thread for me to create, but I am hopeful it may assist others. It is certainly valid warning on an actual experience involving a well known model and service provider. There were other parts of this timeline involving poor communication and ABC not standing behind their word that I left out as well. But the experience was bad all around.

The last 6 messages/voicemails I sent over the past 2 months have gone unanswered.

[Daryl]

sorry to hear this..

[jlevitt9]

Very upsetting to hear this. My experience is that 99% of all issues can be mitigated with frequent/clear communication. Sounds like they dropped the ball here.

[Andad]

Have ABC responded to this thread?

[Mickyfin]

13 months, seriously?

[paolo14]

I also have a Breitling Navitimer 1461 that’s been there since March 9 2017. I brought it there to get the date fixed and to get it serviced. I was quoted 2-3 weeks to get it done. Emailed me after 9 weeks to tell me it was done. Picked it up and returned it after 2 days because the date was still not fixed. After several attempts to get an update last august, was finally able to speak to Alex. He said the watch is being sent to Breitling because they could not find the part that needs to be replaced. That was the last time I heard from them. Emails & instagram msgs are left unanswered. Everytime I call they’ll say they’ll call me back but not once did they ever call back. I don’t know when will I ever get my watch back. I already paid for the service when I picked it up the first time ($700). So disappointed! I should have just sent it to breitling if I only knew this will happen. I was quoted 2-3 weeks thats why I chose this place. Now its almost 1 year and still no word on whats going on. Lol

[MonBK]

Why are people still using this place and recommending it ?

[SC11]

For reference though didn’t some of ABC split and start LA Watch Works?

I used to use ABC but my future work followed the team to LA as they were who I dealt with at ABC (Edvi, Beau and I think Dalton)

What I’m getting at if ABC’s reputation was built by these guys then that follows them and ABC has to start again plus prior positive experiences/reviews need to take this into account.

[brandrea]

Originally Posted by directioneng

Have ABC responded to this thread?

Agree, it would be nice to hear them respond

[soaking.fused]

Originally Posted by brandrea

Agree, it would be nice to hear them respond

You and me both.

Truly appreciate others chiming in with experience with ABC and I urge them to post a dedicated thread. However, I do not really see ABC responding publicly to this thread, nor do I wish them to; as it was not posted in haste and definitely not a situation of my word VS theirs. Plus, it would be adding even more unpleasantness to a negative situation that I am seeking closure to.

I did not post feedback to leverage a public response from ABC in this thread, but rather to provide feedback that others could benefit from. If ABC wanted to reply and rectify the situation, they got my messages and voice mails.

[CaveDiver]

ABC responded in this thread today:

https://www.rolexforums.com/showthre...=503810&page=2

Folks post good reviews about service for watchmakers all the time however they are not always of good reference as the sign of good service is how they handle themselves when issues arise ..

Cd

[soaking.fused]

I would like to provide an update.

An ABC customer recently contacted me because ABC damaged his watch, too. This member brought up my service experience to Alex. And to my dismay, Alex actually denied that he (ABC) did it (damaged my watch) and claimed the damage may have happened in shipping.

That ABC disclosed details on the personal business of one client to another client (and not replying to my messages or resolving the issue) seems unprofessional.

I film all of my boxing and unboxing videos. So, I documented the watch without damage prior to shipping to ABC and filmed the unboxing video capturing the damage. And I recorded the conversations (1st call going over the watch's condition when received by ABC while Alex held the watch in his hand; 2nd call discussing the damage and included Alex's offer to find a period-correct dial to replace the damaged one).

Hypothetically, if the 5513 had been damaged in shipping -- and as Alex says -- why was no claim opened (rhetorical)? ABC is fully insured and provided the shipping label(s).

Alex's recount of the incident is not only false, but it also makes ABC appear untrustworthy. ABC refused to accept responsibility for their error and opted to downplay my negative service experience instead of making right by the customer -- Shame on ABC.