A small hiccup but happy ending

[Ichiran]

Sent my wife's 7018 mother-of-pearl to Patek Service Center for servicing. Unfortunately the technician broke the MOP dial while opening the case. PSC called us to apologize and promised my wife they will keep ordering 2 MOP dials each time from Geneva, and deliver them to our residence for my wife to choose until she selects the dial she likes. Just FYI every MOP dial is different - the "waves" are all unique, some have darker blue hue, some have more stripes across.

This was her old dial before it broke
IMG_20241012_234504_(750_x_950_pixel).jpg

Below is the new one she chose as replacement
IMG_20241012_234526_(750_x_950_pixel).jpg

Eventually she settled with the dial above after 4 rounds (8 dials) of orders. Although it was disappointing the pattern of old MOP dial could never be replicated, PSC tried their best to accommodate my wife's selection of the replacement dial, and was extremely apologetic and patient during the entire process. We ended up with a MOP dial she really likes and were left impressed by their service. This feels like having a new watch.

[Ellz]

That’s great news Michael- it’s great to hear that you were so well taken care :-)

[Autococker07]

While not a fan of that particular shape, those dials are stunning. Also nice to hear Patek works hard to own up to and make mistakes right, as to be expected with a premium price tag. Glad it all worked out!

[sampelligrino]

Wow - now that is customer service

[Vasco]

This is indeed something we don't think of about these "natural" dials (or enamel?). Glad it ends well, your wife can finally enjoy her beautiful Nautilus :)

[APhound]

Very nice! Nothing better than having the wife happy.
What a cool watch- very impressive


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[Chute]

I would be upset but it looks like she got an even nicer dial. As long as she’s happy, that’s all that matters

[~JJ]

New dial is more balanced and looks much better to my eyes. Great resolution to a very frustrating event.

[1William]

Good end to a difficult story.

[Ichiran]

Thankfully there isn't much of a sentimental value attached to the original dial. It would have been more painful...

[BNA/LION]

It's great that she had plenty of choices and got to pick what she liked. Great company and customer service!

[Ichiran]

Originally Posted by BNA/LION

It's great that she had plenty of choices and got to pick what she liked. Great company and customer service!

I mentioned in my first post but I would like to emphasize again that Patek brought 2 dials to our residence each time, so that my wife could see the actual dials instead of just photos. In my book, this is exceptional customer service.

[Bearxj86]

Good to hear of this excellent customer service.

Out of curiousity, I was staring at the dial. The "Patek Philippe" logo. Is is an applied logo (Separate piece) or is it carved into the dial? If it was the latter and carved (was looking at the Berneron Mirage 34mm) it would be very impressive. Former is ok too obviously :)

Originally Posted by Ichiran

Sent my wife's 7018 mother-of-pearl to Patek Service Center for servicing. Unfortunately the technician broke the MOP dial while opening the case. PSC called us to apologize and promised my wife they will keep ordering 2 MOP dials each time from Geneva, and deliver them to our residence for my wife to choose until she selects the dial she likes. Just FYI every MOP dial is different - the "waves" are all unique, some have darker blue hue, some have more stripes across.

This was her old dial before it broke
Attachment 1462367

Below is the new one she chose as replacement
Attachment 1462368

Eventually she settled with the dial above after 4 rounds (8 dials) of orders. Although it was disappointing the pattern of old MOP dial could never be replicated, PSC tried their best to accommodate my wife's selection of the replacement dial, and was extremely apologetic and patient during the entire process. We ended up with a MOP dial she really likes and were left impressed by their service. This feels like having a new watch.

[MACRON.WATCHES]

chill bruh. 8 dials LMAO

[Ichiran]

Originally Posted by Bearxj86

Good to hear of this excellent customer service.

Out of curiousity, I was staring at the dial. The "Patek Philippe" logo. Is is an applied logo (Separate piece) or is it carved into the dial? If it was the latter and carved (was looking at the Berneron Mirage 34mm) it would be very impressive. Former is ok too obviously :)

I'm not 100% sure but I assume it is applied. Carving would be too time consuming for a manufacturer of this size and scale. Besides, the MOP dial is thin and I understand fragile, it probably would be very difficult to apply force on it.

[Ubiquitous1984]

That is world class service. Thanks for sharing the details.

Also, I hope the technician who broke the dial is ok. I'm sure it must have been a devastating moment when he broke such an expensive and precious item that belongs to an important client. I hope Patek are supportive in those situations.

[brandrea]

I’d say they did everything they could under the circumstances.

Well done on the choice. I think it looks playful and interesting

[kaiserphoenix]

Sorry to hear about your wife’s watch but I am deeply impressed by Pateks customer service. Ofcourse they shouldn’t have broken it in the first place but I guess natural dials are more prone to cracks. They went out of their way to make sure your wife was happy with the replacement and I feel like the newer one is nicer even. Great to hear such a story.