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13 October 2024, 02:13 AM | #1 |
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Real Name: Michael
Location: Dotonbori
Watch: Mostly blue dials
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A small hiccup but happy ending
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. |
13 October 2024, 02:47 AM | #2 |
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That’s great news Michael- it’s great to hear that you were so well taken care :-)
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13 October 2024, 02:54 AM | #3 |
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Real Name: Jim
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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!
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13 October 2024, 03:58 AM | #4 |
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Wow - now that is customer service
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13 October 2024, 04:46 AM | #5 |
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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 :)
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13 October 2024, 07:04 AM | #6 |
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Very nice! Nothing better than having the wife happy.
What a cool watch- very impressive Sent from my iPhone using Tapatalk |
13 October 2024, 09:31 AM | #7 |
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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
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13 October 2024, 09:48 AM | #8 |
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New dial is more balanced and looks much better to my eyes. Great resolution to a very frustrating event.
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14 October 2024, 12:04 AM | #9 |
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Good end to a difficult story.
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14 October 2024, 02:23 AM | #10 |
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Real Name: Michael
Location: Dotonbori
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Thankfully there isn't much of a sentimental value attached to the original dial. It would have been more painful...
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14 October 2024, 04:16 AM | #11 |
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It's great that she had plenty of choices and got to pick what she liked. Great company and customer service!
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14 October 2024, 01:51 PM | #12 |
2024 Pledge Member
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Real Name: Michael
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Watch: Mostly blue dials
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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.
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14 October 2024, 04:11 PM | #13 | |
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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 :) Quote:
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14 October 2024, 04:11 PM | #14 |
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chill bruh. 8 dials LMAO
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14 October 2024, 04:27 PM | #15 | |
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Real Name: Michael
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Watch: Mostly blue dials
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Quote:
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14 October 2024, 09:22 PM | #16 |
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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. |
14 October 2024, 09:25 PM | #17 |
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I’d say they did everything they could under the circumstances.
Well done on the choice. I think it looks playful and interesting |
17 October 2024, 04:50 AM | #18 |
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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.
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17 October 2024, 10:11 AM | #19 | |||
2024 Pledge Member
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Watch: Mostly blue dials
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The dial looks very different from her original one and it does feel like having a new watch. I'm glad Patek went all the way to make this happens and my wife is happy with the replacement dial |
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