Scratched dial on new Patek

[masterserg]

Originally Posted by Preacher

Well I dug out PP UK service center number and just spoke with them directly and it seems it's not their policy to replace watches. The reasoning they gave for this is the case/movement etc is perfectly fine and so they would only replace the faulty part.

Do you have any sort of Consumer Protection Agency over there?

[johnswatch]

Originally Posted by jerseyden

Take it back. Every time you look, the scratch will appear bigger and bigger. Only you will notice. It will be invisible to everyone else. But to you it will end up appearing bigger than the Grand Canyon. You will loose sleep, then your appetite will go. Sex will not interest you. I implore you, take it back, before it is too late.

My 5296R had a fault with the printing of the minutes track on the dial and the more I looked at it the more it bothered me.

At the crazy prices Patek charge you have a right to expect perfect quality control and scratches are totally unacceptable.

I hope your customer service experience doesn't turn out as bad as mine did and everything was eventually resolved ( there were other issues such as the date not aligning properly) by the service centre at the London salon.

Let us know how you get on.

[Preacher]

Spoke with my AD this afternoon and they said Patek will replace the whole watch for me!

I will need to wait until next month for it to come in but still extremely happy with the result and also with my AD and Pateks customer service for sorting it out for me. Fingers crossed that the new one will be 100% perfect as all Pateks should be. I will take a loupe and a small flashlight with me to inspect it when I pick it up.

[crs12]

Originally Posted by Preacher

Would I be entitled to a new watch or is that up to the ad? I thought the only thing I'd be entitled to is a repair under warranty?

Uk sale of goods act states if an item isnt fit for the purpose its intended for the retailer has to offer you a full refund or replacement.

Dont go in saying this but its worth mentioning if they dont want to do anything.

Chances are they wont argue as its a new purchase and on a part you couldnt have scratched without taking the watch apart.

If you have issues talk to your local trading standards but also mention that you intend to do this to the ad if they wont help you.

[PatekCollector]

Email PP Swiss directly. It's about their reputation.

Ask for either refund or replacement with a new sealed piece.

Keep us updated.

Khalid

[h999r]

I will take it back, they supposed to exchange it for free. You paid so much you deserve the right watch.

[dddrees]

Originally Posted by Preacher

Spoke with my AD this afternoon and they said Patek will replace the whole watch for me!

I will need to wait until next month for it to come in but still extremely happy with the result and also with my AD and Pateks customer service for sorting it out for me. Fingers crossed that the new one will be 100% perfect as all Pateks should be. I will take a loupe and a small flashlight with me to inspect it when I pick it up.

You did the right thing. In matters like this it is always best to contact the AD first. Glad to hear they are trying their best to make it right for you.

[subtona]

Originally Posted by Puffy

i'd demand a refund, none of this part replacing business

x2
once it goes the service dept, it is no longer your new watch!
unacceptable unacceptable unacceptable

glad they are replacing the whole watch .

[Puffy]

result!!

glad you're getting a brand new piece!

this scratch is clearly a disappointing oversight on their part, will give the QA manager something to think about

your old watch might be repackaged and passed on as a corporate gift...

[HL65]

Great result and glad to hear!

[subtona]

i know your getting a new watch now but this part really bugs me, i have heard it before.... =soooo wrong

Originally Posted by Preacher

Well I dug out PP UK service center number and just spoke with them directly and it seems it's not their policy to replace watches. The reasoning they gave for this is the case/movement etc is perfectly fine and so they would only replace the faulty part.

[jerseyden]

A new replacement watch is the only acceptable conclusion. Surely it is unethical to sell faulty goods and then say "oh well we'll just replace the dodgy bit". May work for Mr Trotter but not for Mr Stern.

[Billythekid]

Congrats, now cheer up

[Rolex Freak]

A new one is the only way to go.

[jay1988]

This is the right result. The only fair one

The fact this watch got through is unacceptable in my eyes. For the amount of money they charge, they should be doing a better job. Two or even three people should be looking over that thing with a loupe before sending it out to be sold.

Would of been very unimpressed with Patek if any other outcome had occured.

[Darlinboy]

Originally Posted by Preacher

Spoke with my AD this afternoon and they said Patek will replace the whole watch for me!

I will need to wait until next month for it to come in but still extremely happy with the result and also with my AD and Pateks customer service for sorting it out for me. Fingers crossed that the new one will be 100% perfect as all Pateks should be. I will take a loupe and a small flashlight with me to inspect it when I pick it up.

That's great news for you, and the way it should be handled.

[cajunron]

Excellent result if they do follow through on the new watch. This is what customer service should always be about. Let us know when you get your new PP.

[Puffy]

can we have an update pls OP?

[Preacher]

Still waiting. AD said early September so hopefully not too long now for the sleepless nights to end.

[Puffy]

Originally Posted by Preacher

Still waiting. AD said early September so hopefully not too long now for the sleepless nights to end.

good news!

[dddrees]

Originally Posted by Puffy

good news!

X2

Hooe you get it soon.

Keep us posted.

[topcat30093]

Originally Posted by Preacher

Spoke with my AD this afternoon and they said Patek will replace the whole watch for me!

I will need to wait until next month for it to come in but still extremely happy with the result and also with my AD and Pateks customer service for sorting it out for me. Fingers crossed that the new one will be 100% perfect as all Pateks should be. I will take a loupe and a small flashlight with me to inspect it when I pick it up.

Good result, just shows what pererverance will do
Though it shouldn't have been necessary.

Patek Philippe UK did the same for me, when my 5140G failed to change completely from Feb 28th to 1st March.

[Puffy]

Originally Posted by topcat30093

Good result, just shows what pererverance will do
Though it shouldn't have been necessary.

Patek Philippe UK did the same for me, when my 5140G failed to change completely from Feb 28th to 1st March.

at least they make good any flaws...

you may have read in my Patek AD tour report that when i was shown the 5213 it had dust/lint on the minute hand.. i thought that couldn't be possible

[dpkong]

My first foray into PP territory and this post upsets me.

I've always looked at the PP brand with high regard and this issue with a new watch is disappointing. Although they will make it right by replacing the OP with a new watch, I begin to think about the parts that are not visible to the eye and how it might have also passed the QC checks only to be discovered by the user at a much later stage.

Would PP then replace with a new watch again?

[z32turbo]

I'm glad their taking care of you on this one. I know things can pass thru Q.C. and that's life. Good to know they're getting you a brand new one and not trying to just replace a dial. I hope it's gets here th first week of September. The sooner the better.

[Puffy]

Originally Posted by dpkong

My first foray into PP territory and this post upsets me.

I've always looked at the PP brand with high regard and this issue with a new watch is disappointing. Although they will make it right by replacing the OP with a new watch, I begin to think about the parts that are not visible to the eye and how it might have also passed the QC checks only to be discovered by the user at a much later stage.

Would PP then replace with a new watch again?

i went straight home to examine my dial, all mint as i'd expect

then the other day i saw that nasty hand on a brand new piece

makes you wonder..

[Lol-x]

You did the right thing and hats off to PP for coming to the party

[Preacher]

Well I got the long awaited call this morning and I'm now proudly wearing my second brand new Aquanaut! lol

[kilyung]

now let's see some pics.

[Preacher]

Okay there's a bit more to add to this thread... Last week I noticed a problem with my new (second) Aquanaut. When it's held on its' side with the crown facing down, the crown wouldn't wind the movement. It just spun freely. Something was shifting inside with gravity and disconnecting the crown from the 'winder'. Also the winding didn't really feel as smooth as my first one either.

Anyway, I took it straight back to my AD and they compared it with an Aquanaut on a bracelet and lo and behold, today I am wearing my third brand new Aquanaut! lol

I'm extremely happy with this one thanks to my AD who are simply wonderful to say the least! They went out of their way to make sure that I'm 100% happy with my purchase by sourcing another one for me straight away!