Warning... Panerai Service (TX) returned my panerai with case damage...

[rozyd]

Originally Posted by cger

That's simply amazing.

Imagine taking your car to the service and picking it up with a huge scratch and a dent on your door....

Don't buy a BMW. It happens more often than you think at the Service Centers.

I have cracked wood trim which was the result of them removing a seat, and scratched rims from when they replaced my tires.

They are fixing the trim, which will take 2-3 months to get from Germany, but still fighting on the rims.

[kilyung]

I'm pretty much done with OP. I would like to find a 111G to play with else the 372 is all you could want in a PAM.

[Psmith]

Originally Posted by cger

That's simply amazing.

Imagine taking your car to the service and picking it up with a huge scratch and a dent on your door....

I've had this happen.
The service manager's explanation was that the technician 'must have lost concentration'

[Mystro]

Everyone likes to think their pet brand is immune to this kind of service mistreatment but the reality is it happens with all brands. The more hands that touch the watch durring service the more risky it is. This is a big reason why I don't let RSC ever touch my watch. Its a assembly line of workers and no individual accountability. I stick with a single expert watchmaker like Rikki for all my service work.

I am glad Panerai stepped up and took responsibility because I have seen the exact same issue with other brands that did not end as well.

[dchang81]

my virtually brand new jaeger master jubilee that was a wedding gift from the wife was running all wonky, so sent it in for warranty work. came back with a bunch of scratches. It's now been in switzerland for a few months without word. Honestly them being apologetic about it and sending me a prepaid shipping label right away made me feel a lot better. I've dealt with companies that accuse me of wrongdoing, and THAT is what bothers me more than the actual scratch.

[K3vin]

Update... got automated message with $0 estimate total asking to mail in a signed confirmation. Work order states "Diagnostics show that your watch is scratched and shows signs of general wear and tear. We therefore suggest a professional case polish in order to restore the aesthetic appeal.".

I will be pretty pissed if they decide to just grind it down but I'm expecting that this was just part of automated message. Turn around time estimated at 3 weeks.

[mfer]

Thanks for keeping us up-to-date. Richemont, I'm watching this......just saying. ;-)

[Travelller]

Originally Posted by K3vin

"... We therefore suggest a professional case polish in order to restore the aesthetic appeal."
I will be pretty pissed if they decide to just grind it down but I'm expecting that this was just part of automated message.

Yes, it was part of the automated message. In my experience, Richemont's polishing won't take out deeper notches etc. - a good sign that they don't take the polishing process too far.

On the other hand, I hope you weren't expecting them to change the case...

[mikeceee]

Originally Posted by K3vin

For anybody interested in the gasket issue, see here:
http://www.network54.com/Forum/35339...+have+an+issue

I can't imagine somebody making this up, and I have the same letter from PASC as the poster in that forum, so I 100% believe that the service center is truly this careless. And even 5-10 or so cases of this sort of mess up out of all their work would still be unacceptable, in my opinion. We are into these timepieces because the level of craftsmanship & attention to detail are unparalleled, and post-sales support should reflect this.

As for contacting Panerai, I will see how they can rectify the issue.

That was me and no it's not made up. However I will say when I contacted Panerai they did make sure they made it right.

[mikeceee]

Originally Posted by Cru Jones

you took the time to post this to the internet, but you're not sure if you want to bother contacting the AD to have it fixed/replaced?

re: the exposed gasket, if i recall correctly, someone posted a picture but didn't post any follow up messages or reply to questions. i take those kinds of threads with a grain of "internet salt"....

anyway, since people are more apt to post negative reviews rather than positive reviews, one needs to take that into account, too. it's not like that PSC has only serviced 5/10 watches over the past couple of years.

Take it with a grain of salt, but that was me my friend.

Not made up I assure you. If OP wants to PM me I can pass along good contact info. I will say the experience ended pleasantly and Panerai went above and beyond to make the situation right.

[K3vin]

Originally Posted by mikeceee

Take it with a grain of salt, but that was me my friend.

Not made up I assure you. If OP wants to PM me I can pass along good contact info. I will say the experience ended pleasantly and Panerai went above and beyond to make the situation right.

Thanks for the offer. Right now I'm optimistic about panerai taking care of the issue but if something adverse happens I'll definitely let you know .

^PS, I've been eyeballing the 5960-1a for the longest time and have been drooling at your pics for weeks. It is currently my "grail" . Glad to find out you're the guy on paneristi... Small world and glad to find out everything went well for you!

[mikeceee]

Originally Posted by K3vin

Thanks for the offer. Right now I'm optimistic about panerai taking care of the issue but if something adverse happens I'll definitely let you know .

^PS, I've been eyeballing the 5960-1a for the longest time and have been drooling at your pics for weeks. It is currently my "grail" . Glad to find out you're the guy on paneristi... Small world and glad to find out everything went well for you!

Thanks Man!! I love it and quite frankly nothing else gets wrist time

Anyway - good luck with Panerai - and I do have contact information of someone extremely high up in the PASC. I found the key was to explain how disappointing this was - but also how you ultimately want a happy result. Much easier to help someone who you know wants to be helped vs helping someone who is going to be miserable no matter what.

[sandysandy8888]

Panerai service is too expensive!

[K3vin]

Finally got her back a few days ago. I think it's a brand new case but the paperwork doesn't specify. If they grinded the old one down, they did a great job. Wanted to wait a few days before posting here to see if it was keeping time. Approx +3s over two days... actually better than when I picked it up new from the AD .

All is well ... though when I opened the package I was confused when I saw someone else'e Baume and Mercier paperwork in the box with mine .

[Travelller]

Congrats!
Glad to hear they came through after all! Obviously it would have been much better had they not mucked it up in the first place but at least they made good on it.

Looks brand new - enjoy

[mfer]

Jeez. I'm glad you got your watch back and are happy, but you still got a mixup with the other person's paperwork. IMHO, ridiculous.