Really disappointing VC service

[srvrf]

I don't know if I'm an outlier or if it is becoming par for the course, but I seem to have more than my fair share of poor service experiences. This one just adds to my cynical opinion towards haute horology. I seem to have to keep on them via phone and email just to get routine service and all they want to do is sell movement services (which I get to a point). It's like they never listen or read the complaints and the solution for everything is a full movement service.

I sent in my VC Overseas for complete service in Ft worth the spring of this year. About $1400 later, it came back looking great. The crown seemed a little unusual but I couldn't put my finger on it. After wearing it a few times I realized that there was no "spring" when I unscrewed the crown. This made it hard to judge which position it was in and sometimes I accidentally changed the date when I meant to wind it. Plus, I noticed pauses when I used the chronograph which was unusual since I kept it on a wonder. I have two other watches with the exact movement so I knew it wasn't quite right. So I sent it in with an explanatory letter. I followed it up with a call today because I haven't received an email and they looked it up and said that they mistakenly prepared the proposal but didn't send the email. She read the proposal to me and said that there was a crown screw issue and dried oils and that it would require a complete movement service. This got my blood boiling. I told her that it just had a complete service in April. Why would oil placed two months ago already be dry? Of course there's nothing wrong with the oils but sadly I think this is a go-to phrase that they auto fill on each watch sent in. She immediately realized the situation and said she would look into it and that I shouldn't be charged because it was under warranty. So now I'm left to decide if I think it was an honest mistake (and the dried oils part was mistakenly entered), or if they didn't really look at the watch and figured 8 more weeks and a full service would fix whatever ails it. I'm not trying to bash VC but am just saddened to what I think is a poor state of the service end of mechanical watches. In the end I know it will all be fixed, but it does get frustrating. It makes consolidation to a few watches or even Quartz or smartwatches sound at least a little tempting.


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[GB-man]

Originally Posted by srvrf

I don't know if I'm an outlier or if it is becoming par for the course, but I seem to have more than my fair share of poor service experiences. This one just adds to my cynical opinion towards haute horology. I seem to have to keep on them via phone and email just to get routine service and all they want to do is sell movement services (which I get to a point). It's like they never listen or read the complaints and the solution for everything is a full movement service.

I sent in my VC Overseas for complete service in Ft worth the spring of this year. About $1400 later, it came back looking great. The crown seemed a little unusual but I couldn't put my finger on it. After wearing it a few times I realized that there was no "spring" when I unscrewed the crown. This made it hard to judge which position it was in and sometimes I accidentally changed the date when I meant to wind it. Plus, I noticed pauses when I used the chronograph which was unusual since I kept it on a wonder. I have two other watches with the exact movement so I knew it wasn't quite right. So I sent it in with an explanatory letter. I followed it up with a call today because I haven't received an email and they looked it up and said that they mistakenly prepared the proposal but didn't send the email. She read the proposal to me and said that there was a crown screw issue and dried oils and that it would require a complete movement service. This got my blood boiling. I told her that it just had a complete service in April. Why would oil placed two months ago already be dry? Of course there's nothing wrong with the oils but sadly I think this is a go-to phrase that they auto fill on each watch sent in. She immediately realized the situation and said she would look into it and that I shouldn't be charged because it was under warranty. So now I'm left to decide if I think it was an honest mistake (and the dried oils part was mistakenly entered), or if they didn't really look at the watch and figured 8 more weeks and a full service would fix whatever ails it. I'm not trying to bash VC but am just saddened to what I think is a poor state of the service end of mechanical watches. In the end I know it will all be fixed, but it does get frustrating. It makes consolidation to a few watches or even Quartz or smartwatches sound at least a little tempting.


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Sorry to hear that Steve. I have never owned a VC so can't comment on their service department. I realize these watches often need service and at times it can be frustrating but to me it's all worth it.

That said, maybe go out and pickup and apple watch and see how you feel for a week. If you don't miss your watches (highly unlikey) then sell them and enjoy the cash infusion to your wallet :)

[JLC71]

Originally Posted by GB-man

Sorry to hear that Steve. I have never owned a VC so can't comment on their service department. I realize these watches often need service and at times it can be frustrating but to me it's all worth it.



That said, maybe go out and pickup and apple watch and see how you feel for a week. If you don't miss your watches (highly unlikey) then sell them and enjoy the cash infusion to your wallet :)

Sounds like a good advice.

[zama]

Sounds like a disgrace to me, but it could be just a reception throw away line, I would try and go and meet with the service group and have an honest discussion and see if they can pull forward the fix.

[Cru Jones]

frustrating, but, i can't imagine it was intentional. just an honest mistake. hope the watch comes back soon and correctly fixed.

[jjnd08]

Originally Posted by Cru Jones

frustrating, but, i can't imagine it was intentional. just an honest mistake. hope the watch comes back soon and correctly fixed.

x2

[thomaspp]

Too bad.... hope you get it resolved soon.

[Igor01]

srvrf, thanks for sharing your experience. It's so disheartening to hear about such instances when those who place their trust (and tons of cash) into ownership of high end watches get such inadequate or incompetent service.

You may want to post your story on the official Vacheron Constantin discussion forum - The Hour Lounge. It seems that in some cases the local admins who appear to be able to pull some strings at VC are able to help members who were not happy with service on their watches.

Good luck and please post how the story develops! My VC Overseas chrono will be up for service very soon, hopefully if we share our stories and figure out the typical difficulties and ways of overcoming them it will make the experience of owning a VC or other haute horlogery pieces less painful.

[srvrf]

Originally Posted by Igor01

srvrf, thanks for sharing your experience. It's so disheartening to hear about such instances when those who place their trust (and tons of cash) into ownership of high end watches get such inadequate or incompetent service.



You may want to post your story on the official Vacheron Constantin discussion forum - The Hour Lounge. It seems that in some cases the local admins who appear to be able to pull some strings at VC are able to help members who were not happy with service on their watches.



Good luck and please post how the story develops! My VC Overseas chrono will be up for service very soon, hopefully if we share our stories and figure out the typical difficulties and ways of overcoming them it will make the experience of owning a VC or other haute horlogery pieces less painful.

I don't think anything will come of it and I'm not expecting anything other than to get the couple issues addressed and get the watch back to me. I was mainly venting because of my previous problems with service (Rolex, AP and VC). I've had no problems with Blancpain or Panerai to this point. So isolated issues here and there are to be expected. As long as they are addressed, that's what matters.

I am on the Hour Lounge but haven't posted yet. It's not mobile friendly (can't read posts but haven't figured out how to create a new post from my phone).

And as for the Apple Watch, I've been tempted, but it doesn't compare to having one of my mechanicals. Although the idea of double wristing has crossed my mind


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[Vipes]

Sorry to hear. I'm having issues with a certain brand myself so I know how you feel. Don't let this experience affect your love for mechanical pieces.

[slcbbrown]

The "needs full service" response to any question is why I stopped using RSC about 20 years ago. I understand that a service pretty much gets it done and is usually overdue, but "needs full service" is not a two way conversation and might as well have been a recording.

BTW, I sent my BP Trilogy diver in for a service thru the Dallas AD and got it back about $1,350 later.

[srvrf]

So for follow-up, everything is straightened out and I should get my watch back with the necessary fixes done under warranty in a couple more weeks. In the mean time, I did receive the estimate via mail for the service and a few things blew my mind which is the purpose of this post. I don't expect perfection as we are all human, but I do expect thoroughness, honesty and integrity. I'm not convinced I received it from their watchmaker. I can't believe
(1) They did not have in their records that this watch just received complete service two month earlier. The serial number is the same.
(2) That the crystal, dial digit (whatever that is) and crown are "worn" when I only wore it maybe 10 times or less in my rotation since getting it back from full service. It also says the chrono second hand needs to be replaced.
(3) That they ignored my letter which pointed out the recent service and apparent issue with the crown.
The dates of the documents show the progression.
April 16, 2015: Service complete
May 21, 2015: Watch sent back in
June 3, 2015: Service proposal

[PJ S]

Originally Posted by srvrf

So for follow-up, everything is straightened out and I should get my watch back with the necessary fixes done under warranty in a couple more weeks. In the mean time, I did receive the estimate via mail for the service and a few things blew my mind which is the purpose of this post. I don't expect perfection as we are all human, but I do expect thoroughness, honesty and integrity. I'm not convinced I received it from their watchmaker. I can't believe
(1) They did not have in their records that this watch just received complete service two month earlier. The serial number is the same.
(2) That the crystal, dial digit (whatever that is) and crown are "worn" when I only wore it maybe 10 times or less in my rotation since getting it back from full service. It also says the chrono second hand needs to be replaced.
(3) That they ignored my letter which pointed out the recent service and apparent issue with the crown.

Presumably the "dial digit" is the hour/5 min markers, and I wonder if the chrono hand was bent, which would explain the stopping, and the worn aspect of the markers.
Assuming you didn't manage to knock it (hard enough) to cause that and mark the crystal, then it would have to be a re-assembly faux pas by whomever serviced it 2 months ago.
That'd also be why you never noticed the chrono stopping previously – it wasn't, as the seconds hand was correctly fitted.

[srvrf]

Originally Posted by PJ S

Presumably the "dial digit" is the hour/5 min markers, and I wonder if the chrono hand was bent, which would explain the stopping, and the worn aspect of the markers.
Assuming you didn't manage to knock it (hard enough) to cause that and mark the crystal, then it would have to be a re-assembly faux pas by whomever serviced it 2 months ago.
That'd also be why you never noticed the chrono stopping previously – it wasn't, as the seconds hand was correctly fitted.

You know what, come to think of it, I had this problem with my AP as well. The chronograph hand would occasionally stall and it wasn't always at the same point. When they replaced the hand (assuming a tighter fit) the hand now moves like it is supposed to.


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[srvrf]

Here are the images





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[Igor01]

Glad to hear the issue was resolved. But man, does it ever suck that we sometimes have to fight to get what really should be normal service.

Hope your watch is as good as new when it's back!

[GradyPhilpott]

That's really appalling service. I've worked with drug/alcohol addicted clients who sound just like those letters. While trying to conduct an intake interview, if one incredible lie doesn't work, they just make up another lie that's even more incredible. It's even more funny when you have the facts in a file in front of you during the interview.

[lapince]

I think like for many things if you know someone at VC high ranked who will make sure your piece is given to one of the best guys is important, if the guy servicing it just started 2 weeks before….

[Constantine]

This is shockingly bad.

Sorry I don't buy the excuses that these thing sometimes happen, or that it was an honest mistake (how come honest mistakes always work out in favour of the one making it?), or that you should know someone high up to get a good service.

These excuses might work for some cheap mass produced watch, but when paying a five figure sum for a watch or a four figure sum for a service, the deal is that you get star treatment and flawless service in return.