Panerai Service Center SAGA... something is fishy

[56Diver]

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.

[Easy E]

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?

[56Diver]

Originally Posted by Easy E

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?

That’s exactly what I was wondering. Not that they would come clean and own up to it. It just seems really odd to me.

Now it goes to Switzerland - see it in 6 months. For a rotor😏

[1William]

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.

[dmash]

Originally Posted by Easy E

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?

precisely what I thought

id be pretty livid about this, but absolutely nothing you can do

[Old Expat Beast]

Makes you wonder what kind of awesome caseback opener they have in Switzerland that they don't have in FW.

[RW16610]

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.

[TikTok]

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.

[56Diver]

Originally Posted by dmash

precisely what I thought

id be pretty livid about this, but absolutely nothing you can do

OH I am LIVID but what can I do????

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

[John Deaux]

Originally Posted by Old Expat Beast

Makes you wonder what kind of awesome caseback opener they have in Switzerland that they don't have in FW.

Might be a more of a case of awesome technician vs awesome tool

OP - my opinion is someone isn't being honest with you.

[rajurama]

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.

[brandrea]

Originally Posted by Old Expat Beast

Makes you wonder what kind of awesome caseback opener they have in Switzerland that they don't have in FW.

Right?

[56Diver]

"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.

[thsiao]

Originally Posted by 56Diver

"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.

At least they are covering for the case, which I don’t think they would’ve if it wasn’t because they messed it up to begin with. What a shame. Sorry to hear this.

[1William]

Originally Posted by 56Diver

"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.

This is probably the best case scenario for what has occurred. I always think the time is longer than it actually is when my watches are away for service. I am hopeful they will get it right. Did they address the case numbers since a replacement will now not match your paperwork? Impact to value could be significant unless they issue all new paperwork and warranty verification. I would also ask for this information in a letter head document from Panerai. Anything can happen to our watches and if you hang around long enough it usually does but this further sours me and it is not even my watch. Please keep us posted.

[rajurama]

Originally Posted by 56Diver

"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.

As mentioned something similar happened with me on another brand and many parts had to be replaced, the watch came back almost new so its acceptable. Let's hope you get your watch soon. Don't worry about the caseback if the old one wont fit they will replace that aswell and have the same case numbers.

[56Diver]

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

[cdmorenot]

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.

[Rocky Hockey]

Sorry to hear about your troubles OP. Hope it ended well.

My Panerai 1365 was recently sent to the Panerai service center by the AD just three months after purchase (new). GMT hand would not set. It’s been six weeks now with only very cryptic answers. ‘The service center is waiting on parts.’

This makes complete sense to me as why would I expect the Panerai service center to stock parts.

It also makes complete sense that a $9,400 watch would fail after 3 months. Actually, my first Rolex failed in its first year and had to be sent to RSC. This was years (decades) ago. Could just be bad luck.

I have several Hamilton automatics and manuals. Never an issue. Say what you will about ETA… They seem to work for the long haul.

To the OP of this thread, how did your watch end up? Please tell us some good news.


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[56Diver]

Sorry to hear. I still haven’t gotten mine back. It went to Switzerland in October.
Checking service.panerai.com The estimated dates of completion have changed three times now. It was 12/4, then 12/27, then 1/4. Now it’s 2/28. Angela at panerai concierge USA is who I deal with when I call. She doesn’t provide a whole lot more info than the website.
She actually is noticeably annoyed when she hears me on the phone now when I call, like oh no not this guy again.
I wonder if I will ever get it back. I wonder what I can actually do about it at this point. I’ll never buy another panerai and I want to keep this one but I’m not too confident they’re gonna fix it suitably.

[waterman1]

56Diver,
Sorry about your issue. Concerning, as I was contemplating this new Mike Horn 1676.
Go down about 10 posts on this forum to "Disappointing visit to Panerai Boutique today" and look at response #13 from The Watch Guy from M. This appears to be Panerai themselves in Milan who must read this forum. I was impressed to see that they inserted themselves into the conversation and requested details from the thread OP about his issues with the visit to the boutique. Perhaps you could reach out to The watch guy from M for help here. It certainly seems to be something they should hear about. Good luck.

[56Diver]

Thank you i will but he hasnt logged in since 2022.... I dont know how much of a presence that is but ill try!

[waterman1]

Oh shoot. I’m sorry - didn’t realize that thread was so old and dated back to 2022!

[Rocky Hockey]

Well, OP, I remain cautiously optimistic for both of us. At least your watch is in the system and they are taking your call, albeit begrudgingly. I suspect you’ll have a like new watch by mid-March. Not so sure about the timing on mine. I figure I’ll wait unit the end of the month and call.

I saw someone recently post about an issue with a brand new Rolex 126720 VTNR that had to go in for warranty service within a short period of time.

Bad luck.

Admittedly, your situation is a lot stranger. Bad luck plus a careless tech.

Please keep us posted. Thank you!


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[onnomon]

The 190 took a 4 foot fall and no doubt the balance got whacked.

I figured it was the JLC-based movement that only a handful of techs could deal with in Switzerland.

At the end of this month puts you in at 4 to 5 months wait, probably makes you a "lucky one".

[56Diver]

Originally Posted by onnomon

The 190 took a 4 foot fall and no doubt the balance got whacked.

I figured it was the JLC-based movement that only a handful of techs could deal with in Switzerland.

At the end of this month puts you in at 4 to 5 months wait, probably makes you a "lucky one".

Well let’s see if the Feb date sticks, they’ve missed the three previous dates they’ve given me. I think if the quirky stuff didn’t go on at the beginning, I’d probably feel more confident. Going back to Switzerland to get a case back off?? Yet weeks earlier providing me a diagnosis with parts needed? How do they do that without taking the case back off?