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Old 19 February 2020, 06:18 AM   #1
V25V
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Service Question

So my 5164a just got back from warranty service, just stopped around the holidays at about 1.5 years of ownership. Happy with the turnaround time but surprised to see that PP did not disclose what exactly failed which caused the movement to stop. Is this normal? Any way of finding out what did fail? It was sent out from my AD, we opened and cut the plastic there and only thing on the receipt is "warranty service, movement adjusted and regulated" or something to that effect.
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Old 19 February 2020, 07:35 AM   #2
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Same here. When my Pateks were sent to HSWA for service through my AD, there were no explanation of what failed. I guess you can call HSWA directly.
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Old 19 February 2020, 07:59 AM   #3
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Really hoping Patek extends the standard warranty from 2 years to 5 years like Audemars Piguet does on most their timepieces when you register your timepiece.
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Old 19 February 2020, 08:03 AM   #4
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Same here. When my Pateks were sent to HSWA for service through my AD, there were no explanation of what failed. I guess you can call HSWA directly.
Very unfortunate. Would be nice to know what exactly failed and I do find it a bit odd and secretive that they would not just detail the service on the receipt. Good part of it all however is that now I have another 2 years of warranty!
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Old 19 February 2020, 08:07 AM   #5
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This is so common for watches. I’ve had the same at Patek, Rolex, panerai. Doesn’t make it right though
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Old 19 February 2020, 08:09 AM   #6
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This is so common for watches. I’ve had the same at Patek, Rolex, panerai. Doesn’t make it right though
AP gives a pretty detailed service story. I have never sent a Rolex in for service, so cannot comment there.
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Old 19 February 2020, 08:22 AM   #7
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Annoying and bad enough it had failed at all.

Makes me appreciate all the more that the next Patek Service Center is a 5 min bicycle ride from home. No AD or shipping involved but a knowledgeable customer service rep to work with in person.
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Old 19 February 2020, 11:10 AM   #8
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So my 5164a just got back from warranty service, just stopped around the holidays at about 1.5 years of ownership. Happy with the turnaround time but surprised to see that PP did not disclose what exactly failed which caused the movement to stop. Is this normal? Any way of finding out what did fail? It was sent out from my AD, we opened and cut the plastic there and only thing on the receipt is "warranty service, movement adjusted and regulated" or something to that effect.
What are turn around times looking like these days? My warranty is up on my naut this year and was considering sending in right before, just so I could get another couple years of warranty. I'm USA based FWIW so would be sending to HSWA
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Old 19 February 2020, 11:23 AM   #9
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No sense sending it in if nothing is wrong, not like it would be serviced for free. Wouldn't that be nice?? Lol. Just send it in when/if you have a problem or around 5 years. You get a 2 year warranty from date of service, no sense sending it in if nothing is wrong.

Mine stopped right around the holidays. Just got it back today, so around 2 months or so. Not bad.


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Old 19 February 2020, 11:32 AM   #10
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Very unfortunate. Would be nice to know what exactly failed and I do find it a bit odd and secretive that they would not just detail the service on the receipt. Good part of it all however is that now I have another 2 years of warranty!
Of what benefit does it serve for you to know that a tooth on a gear was out of spec, or the mainspring broke, or an automatic winding component was insufficiently lubed, thereby causing premature wear?
None of that or anything else is something you could’ve mitigated in your handling or wearing of the watch, and brands could easily cite as commercially sensitive for reason to not disclose anything.
As far as they’re concerned, it’s been rectified, checked, and you’re covered for another period of time in the event it or something else unrelated may occur again.
I get the “just curious” aspect, but don’t be dismayed if they choose not to divulge what went wrong, as I don’t believe there’s a legal obligation for them to do so, and they can spin you a yarn should you press them, but you’ll still be none the wiser in reality.

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AP gives a pretty detailed service story.
Not when it comes to the ROOCs – more often than not they simply cite lubrication dried up, which is wholly incorrect, but serves to placate the masses who are completely ignorant about the synthetic lubes used for the past decade at least.
They may list all the steps they took, and which parts they may’ve changed (already factored into the service cost) whether strictly needed or not.
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Old 19 February 2020, 01:27 PM   #11
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Of what benefit does it serve for you to know that a tooth on a gear was out of spec, or the mainspring broke, or an automatic winding component was insufficiently lubed, thereby causing premature wear?

None of that or anything else is something you could’ve mitigated in your handling or wearing of the watch, and brands could easily cite as commercially sensitive for reason to not disclose anything.

As far as they’re concerned, it’s been rectified, checked, and you’re covered for another period of time in the event it or something else unrelated may occur again.

I get the “just curious” aspect, but don’t be dismayed if they choose not to divulge what went wrong, as I don’t believe there’s a legal obligation for them to do so, and they can spin you a yarn should you press them, but you’ll still be none the wiser in reality.







Not when it comes to the ROOCs – more often than not they simply cite lubrication dried up, which is wholly incorrect, but serves to placate the masses who are completely ignorant about the synthetic lubes used for the past decade at least.

They may list all the steps they took, and which parts they may’ve changed (already factored into the service cost) whether strictly needed or not.


More for just knowing. So if it becomes a repeat issue, I know it's something that needs to be addressed. Or if we see a pattern of certain failures in the community, we know. But my guess is they do not share this for that exact reason, which is disappointing.

I have had 2 ROO's serviced, both had issues, and both had detailed explanations on what was replaced, repaired, etc. I would have expected the same with PP.

Don't get me wrong, I'm not trying to throw a hissy fit here. I'm happy it's back and fixed. My first real maintenance experience with PP and very fast turnaround, not complaining. Just curious if this was standard protocol for them.


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Old 19 February 2020, 03:34 PM   #12
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Rolex gives detail on what was wrong/exact parts replaced
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Old 19 February 2020, 06:49 PM   #13
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Rolex does not tell you anything other than the problem was fixed, WHEN sent under warranty work ! Now if the watch is sent in for work not under warranty they will list what they did! U.S that is.
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Old 19 February 2020, 07:21 PM   #14
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What are turn around times looking like these days? My warranty is up on my naut this year and was considering sending in right before, just so I could get another couple years of warranty. I'm USA based FWIW so would be sending to HSWA
You don’t get a new warranty with a repair that is already being done under warranty. Unless there is something noticeably wrong there’s no point.
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Old 19 February 2020, 07:25 PM   #15
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So my 5164a just got back from warranty service, just stopped around the holidays at about 1.5 years of ownership. Happy with the turnaround time but surprised to see that PP did not disclose what exactly failed which caused the movement to stop. Is this normal? Any way of finding out what did fail? It was sent out from my AD, we opened and cut the plastic there and only thing on the receipt is "warranty service, movement adjusted and regulated" or something to that effect.
Generally speaking there is no orchestrated attempt to keep information from the customer, it’s simply down to reducing admin. Watchmakers have a lot of repairs to do. If every repair also included a technical report (even a short one) that adds up to a lot of lost bench time.

If you want details in future, specify that on the cover letter that goes with the watch. Most service centres will oblige such requests.
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Old 20 February 2020, 12:08 AM   #16
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Generally speaking there is no orchestrated attempt to keep information from the customer, it’s simply down to reducing admin. Watchmakers have a lot of repairs to do. If every repair also included a technical report (even a short one) that adds up to a lot of lost bench time.

If you want details in future, specify that on the cover letter that goes with the watch. Most service centres will oblige such requests.
This makes some sense. And I would not expect some sort of thorough and detailed report, just a simple line items of what was broken/replaced/repaired. But I do understand what you are saying, just would assume a watch of this caliber would warrant the manufacturer going that extra mile to offer some more color into why the watch failed, especially while under warranty.
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Old 20 February 2020, 03:00 AM   #17
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Im really happy its back!

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Old 20 February 2020, 03:14 AM   #18
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Im really happy its back!

How long did it take to get it back? I sent my 5711 in (a beater) in October and I still have not gotten it back (4 months already!)
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Old 20 February 2020, 03:15 AM   #19
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How long did it take to get it back? I sent my 5711 in (a beater) in October and I still have not gotten it back (4 months already!)
Right about 8 weeks.
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Old 20 February 2020, 11:50 AM   #20
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Im really happy its back!

Awesome! I'll be joining you in a couple of weeks!
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Old 20 February 2020, 01:18 PM   #21
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Did you send it in with blue strap and they didn’t care
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Old 21 February 2020, 08:30 PM   #22
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Originally Posted by V25V View Post
So my 5164a just got back from warranty service, just stopped around the holidays at about 1.5 years of ownership. Happy with the turnaround time but surprised to see that PP did not disclose what exactly failed which caused the movement to stop. Is this normal? Any way of finding out what did fail? It was sent out from my AD, we opened and cut the plastic there and only thing on the receipt is "warranty service, movement adjusted and regulated" or something to that effect.
The same thing happened to me so I sent an email to PP Facilities in Barcelona asking for an explanation about the technical failure found on the watch. They sent me a detailed letter indicating the problem occurred, the work done and the parts replaced. They also added a nice leather case as a gift. First class attention.
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Old 22 February 2020, 06:26 AM   #23
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Rolex does not tell you anything other than the problem was fixed, WHEN sent under warranty work ! Now if the watch is sent in for work not under warranty they will list what they did! U.S that is.
They did for me when it was under warranty. When I picked it up from the service center they read to me from a piece of paper exactly what was done/replaced.
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Old 22 February 2020, 06:54 AM   #24
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One thing I would mention is not to send in under warranty through the dealer. That makes the dealer the client and the manufacturer will only talk to them. Send it yourself and you can talk directly to the service representative who will usually explain exactly what was wrong and what was done. What they said was done here covers a lot of problematic ground.
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