AP Service

[daytonaTBR]

Cool cufflinks and watch!

[wach16]

Hey everyone...back with an update as requested.

APSC received the watch today and called multiple times today (again great communication-can't fault them on that). Bad news is that after reviewing their own pre-service photos, they concluded that it was their fault and they are going to have to replace the dial . Even worse news is that a new dial is expected to take 4 weeks to deliver to them from Switzerland. Any advice would be appreciated for those who have worked out similar issues with them. I would like to reach out to the director of the service center to let them know of my displeasure with this whole process. Does anyone know who that would be (feel free to pm me)?

To summarize, I was originally quoted 10 weeks for the service of my ROC at a cost of $1,855 and it was returned in 17 weeks with a very noticeable scratch on the dial (see pictures in this thread) that will now add an additional 5 weeks at best before I get it back. That is almost 6 months (of which 4+ weeks is admittedly their fault). The watch is a late F series ROC so it is not a case of a unique piece that needed custom made parts in the first place. Any help would be appreciated as I am at my wits end here. Thanks in advance everyone!

[jjnd08]

Originally Posted by wach16

Hey everyone...back with an update as requested.

APSC received the watch today and called multiple times today (again great communication-can't fault them on that). Bad news is that after reviewing their own pre-service photos, they concluded that it was their fault and they are going to have to replace the dial . Even worse news is that a new dial is expected to take 4 weeks to deliver to them from Switzerland. Any advice would be appreciated for those who have worked out similar issues with them. I would like to reach out to the director of the service center to let them know of my displeasure with this whole process. Does anyone know who that would be (feel free to pm me)?

To summarize, I was originally quoted 10 weeks for the service of my ROC at a cost of $1,855 and it was returned in 17 weeks with a very noticeable scratch on the dial (see pictures in this thread) that will now add an additional 5 weeks at best before I get it back. That is almost 6 months (of which 4+ weeks is admittedly their fault). The watch is a late F series ROC so it is not a case of a unique piece that needed custom made parts in the first place. Any help would be appreciated as I am at my wits end here. Thanks in advance everyone!

That is a TOUGH break.

I am sure you are extremely frustrated.

Hang tight, it sounds like there MAY be a light at the end of the tunnel!

[thomaspp]

Originally Posted by wach16

Hey everyone...back with an update as requested.

APSC received the watch today and called multiple times today (again great communication-can't fault them on that). Bad news is that after reviewing their own pre-service photos, they concluded that it was their fault and they are going to have to replace the dial . Even worse news is that a new dial is expected to take 4 weeks to deliver to them from Switzerland. Any advice would be appreciated for those who have worked out similar issues with them. I would like to reach out to the director of the service center to let them know of my displeasure with this whole process. Does anyone know who that would be (feel free to pm me)?

To summarize, I was originally quoted 10 weeks for the service of my ROC at a cost of $1,855 and it was returned in 17 weeks with a very noticeable scratch on the dial (see pictures in this thread) that will now add an additional 5 weeks at best before I get it back. That is almost 6 months (of which 4+ weeks is admittedly their fault). The watch is a late F series ROC so it is not a case of a unique piece that needed custom made parts in the first place. Any help would be appreciated as I am at my wits end here. Thanks in advance everyone!

Drop a note to AP North America head.

Sucks man, but I believe they will make it right in the end.


Sent from my iPhone using Tapatalk

[masterserg]

I'd be happy that they are owning up to it. What else do you expect them to do?

[wach16]

Originally Posted by masterserg

I'd be happy that they are owning up to it. What else do you expect them to do?

Well they didnt really have a choice but to own up to it as their own pictures in the service proposal clearly show that the chip in the dial was not there pre-service. What I am asking is not outrageous. If I pay a premium for a service, they come in reasonably close to their time estimate (which they did not) and that that they return the watch in a condition that is satisfactory to the service that is expected. One of the main reasons I purchased the ROC was due to their post sales reputation. I would say "owning up" to chipping the dial after a 17 week service is setting the bar low for a brand with such a stellar service record. Also, to answer your question, I expected better from them as a brand and I am not looking for handouts. I just want to enjoy the watch that I used my hard earned money to buy. I sold my two other watches (Panerai and Rolex) to fund this so I do not have the luxury of wearing another timepiece in it's absence.

[eal15]

Originally Posted by wach16

Well they didnt really have a choice but to own up to it as their own pictures in the service proposal clearly show that the chip in the dial was not there pre-service. What I am asking is not outrageous. If I pay a premium for a service, they come in reasonably close to their time estimate (which they did not) and that that they return the watch in a condition that is satisfactory to the service that is expected. One of the main reasons I purchased the ROC was due to their post sales reputation. I would say "owning up" to chipping the dial after a 17 week service is setting the bar low for a brand with such a stellar service record. Also, to answer your question, I expected better from them as a brand and I am not looking for handouts. I just want to enjoy the watch that I used my hard earned money to buy. I sold my two other watches (Panerai and Rolex) to fund this so I do not have the luxury of wearing another timepiece in it's absence.

I've had issue with another luxury brand. Your gripe is reasonable!

[singe89]

I have dealt with APSC many many times all with great outcomes. I actually have another watch going in this week for B1 service and warranty extension.

AP is making it right for you and in the end that is what matters. However, if I were you I would express my displeasure. I would ask APSC who you should talk to. Maybe start with Betsy since she is easily accessible and always a pleasure to deal with. Giving a higher up name here or "going to the top" isn't always the best idea when it comes to a long standing relationship. AP is excellent (I believe the best in the business) in customer satisfaction. Voice your concern but do it in the proper way and I'm sure you will be more than satisfied with the outcome.

[masterserg]

Originally Posted by wach16

Well they didnt really have a choice but to own up to it as their own pictures in the service proposal clearly show that the chip in the dial was not there pre-service. What I am asking is not outrageous. If I pay a premium for a service, they come in reasonably close to their time estimate (which they did not) and that that they return the watch in a condition that is satisfactory to the service that is expected. One of the main reasons I purchased the ROC was due to their post sales reputation. I would say "owning up" to chipping the dial after a 17 week service is setting the bar low for a brand with such a stellar service record. Also, to answer your question, I expected better from them as a brand and I am not looking for handouts. I just want to enjoy the watch that I used my hard earned money to buy. I sold my two other watches (Panerai and Rolex) to fund this so I do not have the luxury of wearing another timepiece in it's absence.

I fully agree with you. I have a brand new watch plastics just peeled at CW at the moment (also my only watch and also a few weeks already and also sold a few others to get it because I love AP) and I will just be happy to get it back after any amount of time. That's all I meant. I will be very upset if it comes back with as much as a hairline (it happened to me in the past with them, more than a hairline). But ultimately, I am in their hands. Sorry if you read anything else in my previous post. Not my intention.

I am sure they will rectify any problems as they always do.

[wach16]

Originally Posted by singe89

I have dealt with APSC many many times all with great outcomes. I actually have another watch going in this week for B1 service and warranty extension.

AP is making it right for you and in the end that is what matters. However, if I were you I would express my displeasure. I would ask APSC who you should talk to. Maybe start with Betsy since she is easily accessible and always a pleasure to deal with. Giving a higher up name here or "going to the top" isn't always the best idea when it comes to a long standing relationship. AP is excellent (I believe the best in the business) in customer satisfaction. Voice your concern but do it in the proper way and I'm sure you will be more than satisfied with the outcome.

Thanks for the advice on engaging the appropriate people in the organization. Hopefully my experience will lend them to review their QC procedures so that it won't happen in the future. At the end of the day, there are much worse problems to be had in the world and if this is my biggest one I am doing alright. Still frustrating though

[wach16]

Originally Posted by masterserg

I fully agree with you. I have a brand new watch plastics just peeled at CW at the moment (also my only watch and also a few weeks already and also sold a few others to get it because I love AP) and I will just be happy to get it back after any amount of time. That's all I meant. I will be very upset if it comes back with as much as a hairline (it happened to me in the past with them, more than a hairline). But ultimately, I am in their hands. Sorry if you read anything else in my previous post. Not my intention.

I am sure they will rectify any problems as they always do.

No worries bud...I appreciate the follow up. I am not particularly a "venter" on forums but this was a big purchase for me and the delay of being able to enjoy it is the frustrating part. I guess ogling everyone else's pictures will have to suffice for now