watch repair Panerai
Discussion
Did the wife knock/drop the watch – tell her to be completely honest!
If she didn't, then ask for photographic evidence (your watch only, not any other one) that the crystal and dial are damaged.
How long is it since the watch was bought? If under 6 months, then get it back and return it to Selfridges for repair/replacement/refund under the Sale of Goods Act – of course, if the wife genuinely hasn't done anything untoward to it.
And if you paid by CC, then you've further protection under the Consumer Credit Act, Section 75.
Frankly, if the wife's not whacked it against anything (and it'd need to be a helluva whack in my mind, to effect the sort of dial feet damage alleged to have upon inspection), I'd be getting a refund and showing Panerai how "F**k off!" works in practice.
If she didn't, then ask for photographic evidence (your watch only, not any other one) that the crystal and dial are damaged.
How long is it since the watch was bought? If under 6 months, then get it back and return it to Selfridges for repair/replacement/refund under the Sale of Goods Act – of course, if the wife genuinely hasn't done anything untoward to it.
And if you paid by CC, then you've further protection under the Consumer Credit Act, Section 75.
Frankly, if the wife's not whacked it against anything (and it'd need to be a helluva whack in my mind, to effect the sort of dial feet damage alleged to have upon inspection), I'd be getting a refund and showing Panerai how "F**k off!" works in practice.
alphonso said:
Ok.. this was the response from Panerai.. they want to charge £965 (including £500 for a madatory service).. thoughts?
Following careful examination of your watch by our Master Watchmaker, diagnostics show that the case has received a shock/impact to the crystal. This has caused the movement to malfunction. Therefore, it is necessary to perform a complete service and replace the crystal in order to return your watch to full working order.
Diagnostics also show that the dial feet are broken and the hands are damaged due to the impact to the crystal. We therefore conclude that a replacement dial is necessary in order to ensure the security of the movement.
Diagnostics show that your watch is scratched and shows signs of general wear and tear. We therefore suggest to undertake a professional case polish in order to restore the aesthetic appeal. Please be advised that the polish will be as best possible, it may be difficult to remove heavy dents or scratches without compromising the shape of the timepiece.
Thought? Only that it's kind of what I predicted Following careful examination of your watch by our Master Watchmaker, diagnostics show that the case has received a shock/impact to the crystal. This has caused the movement to malfunction. Therefore, it is necessary to perform a complete service and replace the crystal in order to return your watch to full working order.
Diagnostics also show that the dial feet are broken and the hands are damaged due to the impact to the crystal. We therefore conclude that a replacement dial is necessary in order to ensure the security of the movement.
Diagnostics show that your watch is scratched and shows signs of general wear and tear. We therefore suggest to undertake a professional case polish in order to restore the aesthetic appeal. Please be advised that the polish will be as best possible, it may be difficult to remove heavy dents or scratches without compromising the shape of the timepiece.
You will know if the watch was running when it went to them. If it was then the movement hasn't malfunctioned that much from this sledge-hammer blow to the crystal.
Is it a mineral or sapphire crystal? If it is, were there any chips out of it (should have been noted by the receiving dealer)? Because that's the [b]only[/i] way they could know that it had suffered a knock to the crystal - no chips = they're making it up as they go along.
Had the dial rotated (so 12 was no longer at the top)? If not then it's unlikely (though not guaranteed) that the dial feet were damaged when it went to them - but they may well be when it's returned. Broken dial feet would indicate a knock but, cynically, it doesn't take much for a service department to break them off if they're inventing a cover story.
Were the hands visibly "damaged" to your eyes? It usually takes a LOT to damage hands in an assembled watch and, if you can't see damage and they stayed in place, then they're not damaged.
Sadly, as the Swiss make it more and more difficult for independents to work on their products this is exactly the kind of service that owners can expect - "it has to come to us, so we'll charge what we like and you'll just have to accept our word".
Regardless of all the above, refitting the hand (and securing the dial if really needed) is a very minor job, as is checking / confirming the rest of their "diagnosis". Brendan has already offered to look at it, and I'm sure could report on their supposed findings at the same time. I'm also more than happy to seeing as highlighting what's already happening even before the withdrawal of further support matters to me - I don't screw my customers and I object to them being screwed by the manufacturers!
So, advice would be get it back and get a second opinion. If the second opinion differs significantly from what they've said then (a) it'll be a LOT cheaper and (b) you can help spread the word about what's going on
eta: As PJS says, demanding refund would also be a way to go. I can't speak for Brendan on this one but I'm more than happy to provide a condition report to support that if appropriate (ie: if the alleged damage isn't there or appears to have happened "creatively" rather than by accident).
Edited by Variomatic on Thursday 28th May 11:39
ok thanks guys.. she knocked the watch but barely more than a tap.. a Panerai should be able to take it (and a lot more) ..it's just under 2 years old, so under warranty. Not sure there's much I can do, they'll say it was damaged. I took a lot of close up photos before sending it.. the dial and hands were fine and in place.. there were some standard scratches but nothing overtly visible.
Sounds like and independant dealer is the way to go.. are you (Brendan/Variomatic) anwyhere near London?
Perhaps PM me if you are and I can arrange to bring it over.
Thanks
Al
Sounds like and independant dealer is the way to go.. are you (Brendan/Variomatic) anwyhere near London?
Perhaps PM me if you are and I can arrange to bring it over.
Thanks
Al
Wouldn't expect dial feet to break on a well designed watch without far more than a light tap.All they should normally be doing is preventing the dial from rotating and holding it on the movement wen it's de-cased. Once it's in the case the dial should be supported by the case and the movement itself, and the movement should be clamped to the case, leaving nowhere for the dial to move in order to break them.
I'm afraid I'm way up on Anglesey but there are a few people on here who've given recommendations in that area.
I'm afraid I'm way up on Anglesey but there are a few people on here who've given recommendations in that area.
..well as a conclusion to this sorry affair, Panerai offered goodwill so my final bill came to £470 (from £965)... barely worth it in the scale of things but thanks Joe (Variomatic) for your offline help.
Selfridges were pretty good, by the way, and fought on my behalf so I would recommend them if you live in London.
If you're interested, this was my email to Panerai..
"The knock you mention was dropping the watch about 8 inches onto a wooden kitchen table. Are you seriously telling me that your product can't take that without causing £960 worth of damage? Please put yourself in my position and try to understand why I wouldn't find this utterly disgraceful for a watch that prides itself on being designed for the armed forces. What hope would it stand in battle if it can be defeated by a 10cm journey to a kitchen table?"
Selfridges were pretty good, by the way, and fought on my behalf so I would recommend them if you live in London.
If you're interested, this was my email to Panerai..
"The knock you mention was dropping the watch about 8 inches onto a wooden kitchen table. Are you seriously telling me that your product can't take that without causing £960 worth of damage? Please put yourself in my position and try to understand why I wouldn't find this utterly disgraceful for a watch that prides itself on being designed for the armed forces. What hope would it stand in battle if it can be defeated by a 10cm journey to a kitchen table?"
8" is 20cm, or 10cm is only 4" – the latter more in line with your reasoning. The former, however, could well be a sufficient jolt to dislodge the hands.
On the wrist, any knock (in the midst of battle or otherwise) would be cushioned somewhat by the flesh.
That aside, well done on getting it resolved to your satisfaction.
On the wrist, any knock (in the midst of battle or otherwise) would be cushioned somewhat by the flesh.
That aside, well done on getting it resolved to your satisfaction.
You're welcome, Alphonso. It would have been interesting to see the alleged damage but it's the end result that really counts
Sounds like they've backtracked and done a service without charging for all those (apparently) needed parts. Still a bit cheeky imo but I guess it would have needed servicing at some point and you shouldn't have to go near them for another 5 or 6 years now
Sounds like they've backtracked and done a service without charging for all those (apparently) needed parts. Still a bit cheeky imo but I guess it would have needed servicing at some point and you shouldn't have to go near them for another 5 or 6 years now
Edited by Variomatic on Friday 12th June 12:50
You need the services of http://www.williamricewatches.com
They will sort it for you, to an impeccable standard and for a reasonable cost. That's what they do.
They will sort it for you, to an impeccable standard and for a reasonable cost. That's what they do.
PJ S said:
8" is 20cm, or 10cm is only 4" – the latter more in line with your reasoning. The former, however, could well be a sufficient jolt to dislodge the hands.
On the wrist, any knock (in the midst of battle or otherwise) would be cushioned somewhat by the flesh.
That aside, well done on getting it resolved to your satisfaction.
I'm pretty sure 10cm is at least 6-inches, said the man to his girlfriend, snigger.On the wrist, any knock (in the midst of battle or otherwise) would be cushioned somewhat by the flesh.
That aside, well done on getting it resolved to your satisfaction.
I had similar problem with my wife's TAG. Went back to shop because it was losing a lot of time. Expected need for new battery but had only recently had a new one. 6 weeks later, dealer tells me that TAG says it has a cracked face and she must have dropped it. It will cost £1180 to replace the face sir. (I didn't pay that much for the watch!). I got the watch back from dealer and had a very kind and knowledgeable indie (well known here 
) review the watch. No cracked face, only a scratch, (which could only have been caused by them as they were the only people ever to have had the watch in for battery changes!). Needless to say the dealer was informed and within two weeks we had negotiated a settlement which involved them giving us a brand new watch (to replace the 7 years old watch!). In the end it worked out very well for us but others may have been taken in by the fraud and pitched up £1180 of their hard-earned.
Just don't believe these people until you have had the watch independently assessed. The same indie has now serviced my Rolex and Breitling. Needless to say the cost was a fraction of the cost that the even one of the manufacturers would have charged. Where would we be without these chaps?! All hail the honest indie!
) review the watch. No cracked face, only a scratch, (which could only have been caused by them as they were the only people ever to have had the watch in for battery changes!). Needless to say the dealer was informed and within two weeks we had negotiated a settlement which involved them giving us a brand new watch (to replace the 7 years old watch!). In the end it worked out very well for us but others may have been taken in by the fraud and pitched up £1180 of their hard-earned. Just don't believe these people until you have had the watch independently assessed. The same indie has now serviced my Rolex and Breitling. Needless to say the cost was a fraction of the cost that the even one of the manufacturers would have charged. Where would we be without these chaps?! All hail the honest indie!
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