Am I over reacting???

[yachty 1]

So as you guys know my less then a week old pam 00764 stopped working. Sent it out to Panerai and told them repeatedly there are no scratches on the watch and I am worried it will come back scratched. They assured me everything will be fine. Waited nine weeks .fast forward to today recieved the watch and low and behold scratches on 2 spots. I do have pictures from when it left thank goodness.

[rambo99]

i think you should send it back to panerai, explain to them and they should polish it back to original status for you.

[yachty 1]

Definitely the answer would be to have them polish it but can they not touch the rest of the watch?

[rambo99]

Originally Posted by yachty 1

Definitely the answer would be to have them polish it but can they not touch the rest of the watch?

is panerai service really that horrible? it looks like an easy fix to me.

[yachty 1]

Originally Posted by rambo99

is panerai service really that horrible? it looks like an easy fix to me.

I get it, but who would love to get there brand new watch polished. Also how does that pass quality control. It's not only scratched once, its multiple. It's my first experience with them just sharing my story.

[1William]

Things happen and this is unacceptable. I would talk to the people ad the closest AD or Boutique and see what they say. If you do not have access to one I would call the Service Center and see what they say. I might be tempted to just go on with it.

[yachty 1]

Originally Posted by 1William

Things happen and this is unacceptable. I would talk to the people ad the closest AD or Boutique and see what they say. If you do not have access to one I would call the Service Center and see what they say. I might be tempted to just go on with it.

Waiting to hear back from service center . I want to be assured that the whole watch wont have to get polished. They also managed to scratch case back. So watch came back with a total of 4 scratches. I forwarded all my before pictures. I definitely know these things happen but this to me is totally unacceptable at every level. Like I said watch was less then a week old. Attached is a picture of the case back. I dont know if this can be fixed.

[brandrea]

Geeze I hate reading threads like this. That’s disappointing

[Rebel]

If you scratch it, that's one thing. If they scratch it, it's another. Hope it works out to your happiness.

[77T]

A company is gauged by its focus on not making this type of mistake, and the level of customer service after the mistake is made.

Their first question after an apology should be, “What would you wish us to do to correct this error?”

I perceive you might want them to remove the blemishes without polishing the entire case. The risk is that they scratch it in a new place while disassembling it to reach into the spots between the lugs.

Maybe the best route is to accept the scratches “as is” and ask for a full service in “X” years from now. That would include fully polishing it to new unless you’re against that.

By then you’ll have new scratches and be able to look past these first ones.


Sent from my iPhone using Tapatalk Pro

[Joearch]

Seems so fundamental that the service center would be focused on making the watch look better after service, not worse. Why can’t Panerai recognize the impact this make on our perception of this being a premier brand. Too many stories like this.

[yachty 1]

Originally Posted by 77T

A company is gauged by its focus on not making this type of mistake, and the level of customer service after the mistake is made.

Their first question after an apology should be, “What would you wish us to do to correct this error?”

I perceive you might want them to remove the blemishes without polishing the entire case. The risk is that they scratch it in a new place while disassembling it to reach into the spots between the lugs.

Maybe the best route is to accept the scratches “as is” and ask for a full service in “X” years from now. That would include fully polishing it to new unless you’re against that.

By then you’ll have new scratches and be able to look past these first ones.


Sent from my iPhone using Tapatalk Pro

I am waiting to hear back from them . Your resolution toward the situation is something that I would consider. But the case back I dont think can be fixed. That's to me the one that bothers me the most . I have never in all my years of having watches scratch the case back. The other scratches in time will be a pass memory as the watch gets worn.

[BigJack]

Hopefully it gets restored back to original state. Sorry you have to go through all this.

[thsiao]

This is exactly why I take a million photos of the watch from every angle whenever I send a watch to be serviced. Unfortunately this kind of thing is not rare and it happens with many brands. I always make a note about the condition of my watch so they know that I am one of those “anal” customers so that hopefully they are extra careful. I hope they resolve your problem and sorry to hear that it happened.

[denmanproject]

Sorry to hear, that would frustrate me!

[Cru Jones]

Originally Posted by brandrea

Geeze I hate reading threads like this. That’s disappointing

Originally Posted by Rebel

If you scratch it, that's one thing. If they scratch it, it's another. Hope it works out to your happiness.

x2

[Andad]

Very disappointing.

The case scratches can be fixed but if they couldn’t do it without damaging it the first time then who knows what the next outcome will be.

As for the case back that is a bigger issue.
Difficult to bring back to original and even more difficult to replace.

A very poor show from by Panerai.

I hope it all works out for you.

[nick c]

Man this people that work there, do they have a heart? Probably not.

[ap1]

Texas did that to me onetime too. Rookies there. I wouldn’t give the. A second chance to mess up more. I feel your pain

[yachty 1]

Originally Posted by ap1

Texas did that to me onetime too. Rookies there. I wouldn’t give the. A second chance to mess up more. I feel your pain

How did they end up resolving the problem?

[yachty 1]

Originally Posted by thsiao

This is exactly why I take a million photos of the watch from every angle whenever I send a watch to be serviced. Unfortunately this kind of thing is not rare and it happens with many brands. I always make a note about the condition of my watch so they know that I am one of those “anal” customers so that hopefully they are extra careful. I hope they resolve your problem and sorry to hear that it happened.

I am also Anal and they made a special note saying it was virtually brand new, so they said. The sad thing was the girl put me on hold and I am 99 percent sure she wispered it's another one. They are going to let me know Monday If the polisher is able to isolate those areas. If I dont like what I hear I might except the way its. Of course except for case back I am bothered the most by that. I will keep everyone in the loop with the outcome.

[yachty 1]

Mind as well wear the sh#t out of it till I send it out again..

[Trailboss516]

Correct annoying but f. It's a watch

[yachty 1]

Ok quick update. The watch is going to Switzerland. They are going to have one of their techs see if he can try to spot polish the watch. As far as case back my biggest concern a new one has to be reissued. So this might take a bit. Once watch arrives they can give me eta...

[thsiao]

Originally Posted by yachty 1

Ok quick update. The watch is going to Switzerland. They are going to have one of their techs see if he can try to spot polish the watch. As far as case back my biggest concern a new one has to be reissued. So this might take a bit. Once watch arrives they can give me eta...

I hope it comes back soon and in better condition!

[rambo99]

Originally Posted by yachty 1

Ok quick update. The watch is going to Switzerland. They are going to have one of their techs see if he can try to spot polish the watch. As far as case back my biggest concern a new one has to be reissued. So this might take a bit. Once watch arrives they can give me eta...

seems like panerai are willing to take up the responsibility to rectify the problem, which is a big step forward.