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Old 27 July 2019, 11:14 PM   #1
Craigdwh
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Richemont Service Review - Horrible

About 6 weeks ago i sent in my Vacheron Constantin Overseas Chronograph 49150 2nd gen for a full service.

I was quoted $2300 CAD all in for a standard service\polish.

The watch was running fine, but i had just acquired it, the age was a mystery as the warranty card was undated but the seller and I determined it to be anywhere from 9-12 years old based on the data we had. As this was a watch i had been waiting to pop up on the Canadian secondary market and planned to keep a full service was appropriate.

Fast forward 6 weeks, after the watch was sent to their main service centre in Dallas the watch is returned to me.

I was so excited, the light polish brought the watch back to it's former glory and looked amazing.

i went to unscrew the crown and i had to exert more force then normal to accomplish this. i went to wind the watch and nothing. i couldn't turn the crown. it just wouldn't turn without incredible force, (incredible force in terms of winding a crown). I also wasn't able to screw close the crown either, as in order to do that i would have to do be able to turn the crown......

with some force i as able to turn the crown but it made a horrible clicking noise, I knew this was not good.

I immediately got on the phone with Richemont and it's now back in their hands.

To say I'm disappointed is an understatement. I'm also worrying about the watch, it was working fine when i sent it in.

So $2300 spent on what i was believing to be "one of the finest watch makers in the world" got me a watch that was broken.

nice work Richemont.

Oh and to top it off, I'm in Winnipeg, they are in Toronto so I had to ship the watch via parcel pro to them. I requested they call me the moment it's in their hands so that i could have some peace of mind that it was successfully delivered and i received no call, even after leaving a VM.

Tracking says it was delivered so i will have to go with that until i hear from them.
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Old 28 July 2019, 03:01 AM   #2
rkem
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I sent my PAM 275 to the Richemont Service Center in Oct 2013. I called to confirm that they had received the watch. I was horrified to learn that they had lost watch and warranty card. The watch was finally found but the warranty card was lost had to be produced in Switzerland. The watch also required parts. It was a nightmare. This took months. The only contact info I have is:

John T Sokol
Director of Technical Services
Richemont Tech Center
Office (817) 785-2293
Cell (646) 660-2330
john.sokol@richemont.com

This was 6 years ago. Maybe this contact information is still valid. I hope this helps.
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Old 28 July 2019, 11:52 PM   #3
Craigdwh
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Quote:
Originally Posted by rkem View Post
I sent my PAM 275 to the Richemont Service Center in Oct 2013. I called to confirm that they had received the watch. I was horrified to learn that they had lost watch and warranty card. The watch was finally found but the warranty card was lost had to be produced in Switzerland. The watch also required parts. It was a nightmare. This took months. The only contact info I have is:

John T Sokol
Director of Technical Services
Richemont Tech Center
Office (817) 785-2293
Cell (646) 660-2330
john.sokol@richemont.com

This was 6 years ago. Maybe this contact information is still valid. I hope this helps.
Thank you for this
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Old 30 July 2019, 12:15 AM   #4
Craigdwh
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These clowns are getting worse. I shipped the watch back to them on Thursday, and no one has contacted me to say they have received the watch. I've left VM's sent emails and nothing.

I get better service from Kijiji.
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Old 10 August 2019, 04:16 PM   #5
Justindo
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Richemont has some serious, serious problems when it comes to their servicing of their watch brands. I've heard many horror stories, both first and second hand, from Richemont brand owners who have sent their watches in to be serviced and I can only say that this is absolutely true based on my one and only experience.

To avoid this awful service that I was anticipating, I wanted to send my JLC directly to JLC Switzerland. This request was emphatically denied and the JLC boutique explained that only vintage (I was told pre-1970s) pieces would go to Switzerland while anything newer must go to Texas. As Richemont refuses to sell parts to anyone and because I (wrongly) assumed that their technicians had some idea as to what they were doing, I reluctantly sent my watch to be serviced in Texas for nearly $1,000 for a basic service. That was a mistake.

The watch I sent was pristine and only needed the movement to be disassembled, cleaned, oiled, and reassembled. That took over five months (I was quoted two) and when my watch returned to the boutique, the movement was scratched and one of the hands was misaligned. I refused to take possession of the watch and they returned it to Texas to be fixed. It returned a month later, this time with the dial scratched and numerous parts of the movement scratched, as if a five year old had worked on it. I naturally refused it and the JLC boutique said they would try to make it right.

After not hearing from the JLC boutique for five months, I inquired as to the status of my watch and they explained that it had been sent back to Switzerland (like they should have done in the first place, as the Texas service center apparently cannot execute simple servicing that a first year watchmaker should be able to easily do), and that I should expect it soon. A month later (one year since the I initially sent it off for service), the watch returned to me with a new dial, all new hands, and a new movement. Thankfully, everything was made okay after one year, but that's a pretty pathetic journey for a simple service for a fairly simple watch.

This experience has really soured me on Richemont and prior to this I was contemplating purchasing at least four additional pieces from JLC and one or two from Vacheron. Only Lange seems like a immune from the wretched Texas service center, as their US service is handled directly by Alkis in New York, who is superb by all accounts. If Richemont wants to retain collectors, they had better train their Texas service center to be, at least, mildly competent. Expensive, slow, and incompetent is a lethal combination for a business, especially for a luxury company.
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Old 11 August 2019, 12:32 PM   #6
Cru Jones
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Sorry for your experience.

I’ve had nothing but top-notch service and results. Doesn’t mean mistakes don’t happen. I’m sure they’ll get it sorted.
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Old 13 August 2019, 11:04 AM   #7
sambb
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this thread has convinced me to avoid vacheron. unfortunate.
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Old 14 August 2019, 12:16 AM   #8
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A friend got a JLC chrono for his wedding about 4 years ago.

Since then it has been sent for service here in the US 4 times and it has now broken again.

I think they are now sending it to Switzerland.
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Old 14 August 2019, 12:29 AM   #9
dmb359
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guess I was lucky.

I sent my VC Overseas in for a full service early this year, I had no problems with communication, service happened in less time than quoted, and I got it back working and looking great.

I got an email once it was diagnosed. I got an email to call and arrange shipping when it was completed (about 2 weeks after diagnosis)

When I called I had no problem getting someone to talk to.
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Old 14 August 2019, 06:27 AM   #10
b-man
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Vacheron has a top notch watchmaker, Richard, at their Rodeo Dr. boutique in Beverly Hills. He told me his only direction from Vacheron is to get it right the first time, no time constraints from the company on his work. They don't want any watches returned from unsatisfied customers. Suggest Vacheron owners try Richard.
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