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#1 |
"TRF" Member
Join Date: Jan 2020
Location: USA
Posts: 118
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over three weeks ago, I sent my pam back to Panerai 2nd day air with the label concierge provided to the facility in Fort Worth. The oscillating weight was no longer winding the watch.I had to manually wind it for it to work. It sounded like it was just spinning freely like a toy.
I get the initial email that they received it, great. (3 weeks ago) I get email the next day after a "thorough examination" it needs a new oscillating weight and would be ordered. OK great, they were keeping me updated. I get a call yesterday, "it needs to go back to switzerland because they cant get the caseback off." I was like wait 3 weeks ago they did a "thorough exam." She said well whatever exam they did I guess it didnt involve taking off the caseback because the part they ordered just got in and they went to replace it and cant get the caseback off so it has to go to switzerland. I was like so they ordered a part without lifting the hood to check the engine so to speak? What if it needed more parts once they looked under the hood that couldve been ordered three weeks ago. SHe said thats all the information I have, would you like to us to send it to switzerland or send back to you. Seems odd they'd do a "thorough exam" and order a part only to find out three weeks later they cant get the caseback off. I think they've screwed it up and it has to go back top switzerland to get righted. anyone ever heard an authorized center tell you they can get the caseback off?????? This is not an old watch, manufactured in 2020, its titanium. |
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#2 |
2024 ROLEX SUBMARINER 41 Pledge Member
Join Date: Jun 2017
Location: GA
Posts: 4,969
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Is it possible they did examine the watch and the tech cross threaded the case back when putting it back waiting on the part order?
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#3 | |
"TRF" Member
Join Date: Jan 2020
Location: USA
Posts: 118
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Quote:
Now it goes to Switzerland - see it in 6 months. For a rotor😏 |
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#4 |
2024 ROLEX SUBMARINER 41 Pledge Member
Join Date: Nov 2010
Location: North Carolina
Watch: Rolex/Others
Posts: 47,210
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Sounds like an unfortunate situation and one that does not surprise me for Panerai. I have been both impressed and total appalled at service before and within a reasonable time window. They did something to the case/movement that can only be rectified by the manufacture in Switzerland. Let them send it as that will be the route you end up going in the long run. I would speculate that it will take 3-6 months and it will still be up in the air that it will return right. If it does come back right I would consider dumping it while it is still right. Panerai is a difficult brand for me. Good luck and keep us posted.
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#5 |
Member
Join Date: Feb 2017
Location: USA <> BKK
Posts: 6,160
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#6 |
TRF Moderator & 2024 SUBMARINER Patron
Join Date: Jul 2013
Real Name: Adam
Location: Far East
Watch: Golden Tuna
Posts: 28,743
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Makes you wonder what kind of awesome caseback opener they have in Switzerland that they don't have in FW.
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#7 |
2024 ROLEX SUBMARINER 41 Pledge Member
Join Date: Apr 2008
Real Name: Rommel
Location: Toronto Canada
Watch: 116710LN
Posts: 9,153
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That's terrible and such a shame. Clearly a mistake was made on their end somewhere along the lines as noted above. Hopefully they can somehow expedite the process given the circumstances so you aren't waiting several months longer.
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#8 |
"TRF" Member
Join Date: Sep 2023
Location: Uk
Watch: this space
Posts: 243
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Why cant people just be honest and say they *****d up. (If indeed they had) It would likely go down better with the customer. While not an ideal situation at least you know why.
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Rolex, IWC, Omega, Blancpain (Mechanical) Grand Seiko (Quartz). |
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#9 | |
"TRF" Member
Join Date: Jan 2020
Location: USA
Posts: 118
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Quote:
They asked if i wanted it sent back to me or go to switzerland.... What's funny is they were adamant that the caseback wasnt opened for initial diagnosis.... I was like you realize that makes no sense, lets order a part without opening the watch....how do you know for sure or that no other parts were needed.... total BS |
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#10 |
"TRF" Member
Join Date: Mar 2023
Location: tn
Posts: 146
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#11 |
"TRF" Member
Join Date: Oct 2008
Real Name: Rick
Location: Wakanda
Watch: amacallit
Posts: 2,077
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Unfortunate situation however if its their fault Im sure they will make it correct, has happened with me on another brand where the service guys did a botched up job but I followed up calmly but firmly and almost ended up with 80% new watch in parts replacement.
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#12 |
2024 ROLEX SUBMARINER 41 Pledge Member
Join Date: Jul 2013
Real Name: Brian (TBone)
Location: canada
Watch: es make me smile
Posts: 77,215
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#13 |
"TRF" Member
Join Date: Jan 2020
Location: USA
Posts: 118
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"Your timepiece arrived in Switzerland and they've determined they are unable to remove the case-back and have stated that in order to proceed, a new middle case is required. This middle case replacement will be no charge to you as your estimate was already approved as is. Please let us know if we have your permission to proceed with the necessary middle case replacement. If not, your timepiece will be shipped back to you as is."
Just spoke to Panerai, I am getting a new case but not a new caseback???? I asked how i would get the old caseback if it cant be removed from the old case, they said the old case would be destroyed after they remove the sapphire, dial, movement, etc and then they can get that caseback. All of those components will be used in the new case.... Seems odd to me but im not having to pay for anything. As long as it looks as it should and works as it should, I will be fine with it. |
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#14 | |
"TRF" Member
Join Date: Jan 2011
Location: SoCal
Posts: 1,244
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Quote:
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#15 | |
2024 ROLEX SUBMARINER 41 Pledge Member
Join Date: Nov 2010
Location: North Carolina
Watch: Rolex/Others
Posts: 47,210
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Quote:
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#16 | |
"TRF" Member
Join Date: Oct 2008
Real Name: Rick
Location: Wakanda
Watch: amacallit
Posts: 2,077
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Quote:
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#17 |
"TRF" Member
Join Date: Jan 2020
Location: USA
Posts: 118
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they said that because the original caseback is being transferred to the new case it does not warrant a new serial number, if it couldnt be transferred, I would have to approve a new serial number
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#18 |
2024 ROLEX SUBMARINER 41 Pledge Member
Join Date: Jun 2015
Real Name: Carlos.
Location: NNJ - MDE
Watch: = Want them all.
Posts: 3,644
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Correct me if I am wrong, but I don't believe mid cases are serialized ? If they're using the same case back, then you should be fine! New case? I'm in.
Sorry about your time piece being away for such an extended period of time. Hopefully it is back on the wrist soon and in like-new condition.
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