JLC Service Experience

[ickythump]

I just wanted to see if anybody else has had a terrible experience with JLC service here in the US.

I bought a Master Calendar at the end of last year and eventually noticed that the crescent moon that points to the day of month was slightly off center. I called JLC to request that it be fixed, and they happily sent packing material and a shipping label. On the phone, the polite lady requested that I submit a written letter explaining what the problem was so that they could have official documentation from me requesting the service, so I included that in the package. I was also told that the service would be very quick (as in 1-2 weeks). After about 2 weeks, I called to get a status update and a different person told me that the service was complete and the watch would be on it's way back shortly. He told me that an "adjustment" had been made. The problem is that the watch had been keeping phenomenal time (lost only 1 second over a month), so I questioned what that meant. To my shock, it seems they completely disregarded the letter I sent along with my watch, and if I hadn't called, I would have gotten it back and been extremely disappointed. They eventually acknowledged the mistake and took the watch back to get fixed the way it should have been.

Fast forward about 6 weeks to today. My watch finally arrives, I take it out of the box, and the date hand is perfectly aligned. Perfect! I go to wind the watch a few revs of the crown to kick it off, and .... nothing. I spin it a few times to get the rotor moving, and .... nothing. I wind it about 20-30 times, same thing. Dead. I call up the concierge again and ask if there's something wrong and the lady tells me that I should wind it 20-30 times and wear it for 2-3 WEEKS and it'll start on it's own. I was shocked to hear her say this. Seriously... WTF. I really hope I'm just dumb and don't know how to wind a watch, but it seems pretty straight forward. I even downloaded the user's manual (don't have the paper copy with me at work), and I can't see what I'm missing.

I'm now waiting on a call back from a technician, but I'm afraid the watch is going to have to go back again. I'm extremely disappointed with this experience since they would have not fixed the problem had I not checked in and then I get my watch back DOA. I'd be shocked if they don't check to make sure it's running after making repairs (especially since the invoice says a full maintenance service was performed since they had to disassemble the piece), but it seems that may actually be the case.

Thoughts? Experiences? FYI, this is the Dallas service center.

[themast]

I do not have any experience to share but I understand your frustration.

Getting a watch back from service center in no working condition is a real shame. I would suggest to try to speak with a manager so that what happened to you gets somehow documented within the organization.

[wantonebad]

Don't have any experience with JLC service, just a huge fan of their watches! Others with more experience will chime in but I had to mention that I am surprised. I guess when they say it is the "watchmakers watch" they mean s/he does his/her own work on it because they don't ever want to deal with sub-par service . Very sorry for your troubles!! Hope it gets solved quickly!

[simbal]

It is experiences like this, or just dealing with employees of these brands keeps pushing me back to buy more Rolexes and less other brands! Sorry for you frustration, I can feel your pain.

[ickythump]

@simbal

It's funny you mention Rolex on here. The reason I even started looking at the JLC was because my Rolex was in for service. I have to say that my experience with Rolex was top notch, although it took a long time to get my watch back. I started experiencing significant time loss seemingly randomly about 3 months after my warranty expired, and when I sent the watch in for service, Rolex took care of everything (including cost).

[salty_snack]

Wow, what a disappointment. I agree it will have to go back again which from a company like JLC is unacceptable.

I would expect an immediate service and return overnight shipment with a sincere apology at the minimum. Although if I were the JLC rep. I would be giving you a free service for future use.

[Slider817]

I feel your pain, I have a Automatic JLC from the 1970s, simple 3 hand watch, sent it in for service at a Local AD, they sent it to the JLC service center, who could not repair it, they sent it to Switzerland, by the time I finally got it back it was 19 months after I first sent it in, pretty crazy for a basic automatic watch.

I will never be sending them a watch again, only independents for here on out, not to mention the obscene cost of the movement service, about $1,500 and the watch just ran a few minutes slow.

[FeelingTheBlues]

I've never had any experience with JLC service center as I serviced both my JLC and my Memovox, however, I'm quite sorry to read about that. As far as I'm concerned Jaeger-Lecoultre is a very good brand who makes great timepieces and a lot of competent watchmakers work for them, I must say that even there some mistakes can happen but I find it rather strange that the lady would tell you such a thing regarding the fact that your watch didn't start upon being wound...

I hope this hasn't left a taste that was too sour in your mouth, if you send it again I wish you the best of luck and I hope it will come back like a new watch.

[beshannon]

Sorry to hear.

My Master Calendar had to be sent in to NYC and was returned in perfect working order, hopefully they get it worked out

[ndsleep612]

I always contemplate on getting a JLC, but due to the "unknown" servicing factor like this, it makes me want to second guess a purchase.

[ickythump]

Just as an update, I spoke with JLC concierge today and they are going to expedite the return and (re)repair of the watch. I expressed my frustration and lack of confidence in their service and the nice lady said that she will be forwarding my information to the "after sales" manager so that they can hopefully "remove the sour taste from my mouth", whatever that means. We'll see. I just want my watch back in working order. Maybe they'll send me a nice upgrade for my troubles

[ndsleep612]

Originally Posted by ickythump

Just as an update, I spoke with JLC concierge today and they are going to expedite the return and (re)repair of the watch. I expressed my frustration and lack of confidence in their service and the nice lady said that she will be forwarding my information to the "after sales" manager so that they can hopefully "remove the sour taste from my mouth", whatever that means. We'll see. I just want my watch back in working order. Maybe they'll send me a nice upgrade for my troubles

Hopefully they'll comp some croc straps to make it right.

[themast]

Originally Posted by ickythump

Just as an update, I spoke with JLC concierge today and they are going to expedite the return and (re)repair of the watch. I expressed my frustration and lack of confidence in their service and the nice lady said that she will be forwarding my information to the "after sales" manager so that they can hopefully "remove the sour taste from my mouth", whatever that means. We'll see. I just want my watch back in working order. Maybe they'll send me a nice upgrade for my troubles

Thanks for the update. Looks like the "correct" answer. Now let's see if they come through. Please keep us posted and good luck!

[jhcam8]

[QUOTE=ickythump;4792438] "remove the sour taste from my mouth", QUOTE]

Probably they want to "wet their beak."

good luck!

[FeelingTheBlues]

Sounds good to me, I hope they'll make it right this time.

[ickythump]

Well, I finally got the watch back. In the end JLC did nothing to accelerate their initial screw up and nothing to "make it up to me" like they said. I honestly wasn't looking for anything besides a quick resolution to the original issue, but it's a bit disappointing that they did absolutely nothing to make the second time through service a better experience. On top of it all, there are scrape and pry marks on three of the four lugs, but I have no proof they weren't there before (even though I know they weren't).

The most disappointing of all is that through all of the correspondence I had with them, most of the time they didn't do what they said. This covers simple things like updating my shipping address (they almost shipped it to my previous employer) to a request for details about what needed to be fixed. I wanted specifics because I still believe my watch left their facility non-functional. All I got was that a routine maintenance was performed, even though I asked for details before the damn watch was on the watchmaker's bench.

Needless to say, I'm never going to use JLC service again unless it's under warranty. Even in that case, I will never use the Dallas facility. I think this is a generic Richemont service center, so I'm not surprised this experience sounds a lot like what Panerai owners have complained about. Not sure I want another JLC either...

[ocwatching]

wow..Eric..thanks for the update...
this is a bit disconcerning...
I have sent my wife's Reverso into Dallas and it came back nicely but I am about to send in my Perp Calendar...fingers crossed...
sorry about your ordeal...

[the dark knight]

Thanks for sharing, OP. I'm rethinking my own plans to add a JLC now as well. Seems like service can get pretty pricey as well.

Beyond the basic durability they are known for, I like the idea that if something goes wrong with a Rolex there's probably a competent watchmaker in every large city in the world the can work on one and do a good job.