Who's Behind The Curtain?

[Fred48]

A little rant (but I think you guys like these things) -

For the past year or so, I've been to three Rolex AD's and one independent with repair and/or service questions about my watches. The interaction is always the same - you must go through an intermediary, usually a sales associate, but one time the wife of the watchmaker, who then delivers your question(s) to the watchmaker. Unfortunately, the intermediary is often only half listening, or really does not understand, and your question(s) to the watchmaker is garbled. One time I asked about a mechanical watch that had stopped, and the answer came back that the watch did not take a battery (?!). Another time I had three specific questions about servicing a vintage Omega, left the watch for a week, and it came back with a simple note saying "watch is ok." (Of course, that's as bad as pieces sent to Rolex RSC that come back after a few weeks with a simple note saying "watch fixed".)

I just wish I could find a good independent watchmaker in the Denver area that I could actually talk to face to face. Hell, even back in the day, when I took my cheap quartz watch to the guy in the kiosk in the mall for a battery change or new strap, I could actually talk to him. I guess the luxury game is different.

But you gotta wonder, who really is behind that curtain, or is it just smoke and mirrors like in The Wizard of Oz!

Rant over.

[bp1000]

I think it’s like this in any business.

I would never let my clients speak directly to the tech people or sys admins. They are super smart and the void between their knowledge and client requests is enormous. I always need a good link man/woman. As much as the techies hate it, it’s mostly about relationships.

Same in watchmaking. If the results are poor however. Look elsewhere.

[Harry-57]

Originally Posted by bp1000

I think it’s like this in any business.

I would never let my clients speak directly to the tech people or sys admins. They are super smart and the void between their knowledge and client requests is enormous. I always need a good link man/woman. As much as the techies hate it, it’s mostly about relationships.

Yeah. I do some freelance project management where my role is to keep the technical people and the customers separated. But like you say, the intermediary needs to know what they are doing when facing in either direction. This is why such projects for me are in a very narrow field of business. I'd be useless anywhere else.

As you say, if the communication is particularly dire and/or unproductive, keep looking.

[FTX I]

Unless you're someone they know, it's not normal to speak directly to the watchmakers. I hope you find a place with good customer service.

[JSCP]

I talk to my very very nice watchmakers if I ask to. Or they come out, and explain concerns. They are always pleasant and happy to chat when not busy. They do know I am a regular, and couldn’t be nicer(the two of the watchmakers). If you (after pandemic) come to DC and I will be happy to introduce.

[Turpentine]

You are looking for Rik Dietel from Time Care, Inc.


Sent from my iPad using Tapatalk

[El Cascarrabias]

Ask if the watchmaker has a business email.

My Rolex trained watchmaker has an email at work so I'm able to communicate directly with him.

Other than that write out your question and have the watchmaker write his answer back.

[csaltphoto]

That is one of the things I liked about the service at Rolliworks. Brought my Sub in for a evaluation. Met Mike, and he hooked me up with Sal (the service guy) who opened my watch up (in a clean room I might add. I was not allowed in the room but was able to see my watch guts on a video monitor through a window) and put it under a microscope, pointed out how the lubricants had dried up but otherwise looked good. Pointed out the various parts and what they did. Gaskets looked in good shape if I wanted to close it up, pressure test and go home. Then put it on the timegrapher and explained how the low amplitude was causing the fast timekeeping. I was in no way committed to a service at this point but chose to (watch was +10 sec/day) based on the transparency and excellent CS.

[HankScorpio]

Both Williams and Ben Bridge in the Denver area have onsite watchmakers. I have spoken to both on various occasions and they are friendly and knowledgable.

[kbutler1]

Just dropped my EXP II off today at Williams

[Fred48]

yes, that's what I'll do in the future, write down my question(s) rather than rely on the SA, thanks for the suggestion; but it sure would be nice to speak directly with the watchmakers, as some of you are apparently able to do.

[Fred48]

Originally Posted by HankScorpio

Both Williams and Ben Bridge in the Denver area have onsite watchmakers. I have spoken to both on various occasions and they are friendly and knowledgable.

Thanks for the tip.