Recent Watch Purchase Experience

[dnnaudio]

Hi. Last Saturday I purchased a Zenith El Primero 36000 VPH Tri-Color watch at an authorized dealer in Jakarta, Indonesia. The next day upon close inspection of the watch I noticed a small nick at the bezel area, which unfortunately I failed to spot when I inspected the watch just before I purchased. I promptly reported this matter to the retailer, however they seem to take position that all sales are final and once I sign the invoice and receive the watch they are no longer responsible. I have purchased watches before including Rolexes but never from this retailed, but I am aware of the usual SOP of inspecting the watch prior to purchase. So I am partly to blame for not spotting. My customer buying position from these luxury watches are that given the price, these need to be perfect when buying new. I tried to ask for a replacement from the dealer, which they declined. Am I unreasonable for asking a replacement? What else can I do. The nick is quite small even tiny, I don't even think it will show in photo, so worse case I can just charge this incident to experience.

Sorry for posting this non-Rolex experience in a Rolex thread. I purchased two Rolex from AD in recent years (Explorer I and II) and those purchases were great. The El Primero though has a different kind of attraction.

[marauderguy]

I bought a 214270 at an AD in the US back in November. I, too, noticed
a nick on the bezel about a day or two after purchasing. I thought about
going back but didn't for fear of what you are experiencing now. I don't really have any suggestions for you. Sorry--wish I could help more. Good luck with whatever you decide to do.

[rollerball]

Your probably need the support from Zenith. If they are customer focused, they would probably support the exchange. Usually AD needs "blessing" from the manufacturer to authorize the exchange. Or they may even help to change out the bezel.

[Andad]

IMO once you leave the store with the watch you have no recourse for any damage you find later.

Any help here would be at the sellers discretion but if they change it over they will then have a damaged second hand watch.

I can't see a solution.

[dnnaudio]

I just emailed Zenith customer service on this issue, so maybe they respond. Other than this I don't know what else I can do.

Realistically if I don't get any action, in a few months of use, this tiny nick is probably going to be forgotten as the watch gets scratches.

Marauderguy, I also have the 214270, hope you enjoy yours as much as I do mine. It's an elegant timeless classic watch.

[bdex75]

That sucks that It had to be found after you left. I can see both sides of the situation. I hope that Zenith steps up and at least offers to swap out the bezel at little to no cost.


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[tkerrmd]

Well if my AD they would replace in a heartbeat

For you no way you can prove you didn't do it and without a good relationship with an unknown AD I am afraid you are out of luck

Forget it you will get more and try to enjoy the beautiful watch

Even you said it was so small you can't see it in a pic and that's why you can't post one
So just move on

[dnnaudio]

As expected I got a standard email response from Zenith customer service referring me to a service center. In the email they did not even bother to refer me to a service center in same country Indonesia where I purchased. I guess I was hoping Zenith would be a little bit more customer centric.

[2106]

i can appreciate your frustration but as someone who has previously worked extensively in retail i can also see it from the shops/brands side.

if it is too small to even photograph i would expect that you will get similar marks on the watch in the coming months and forget about it in time

[1William]

Enjoy your watch. In a period of time there will be other marks and scratches.

[malarky_hk]

Don't sweat it. Just enjoy the watch. If it really iritates you try polishing it out yourself.

[dnnaudio]

The Indonesian retailer arranged a complementary polish with the Zenith service center, however given the difficult location of the dent (inside the bezel) the polish cannot be done in the local SC, but has to be sent to Singapore SC. Apparently the sapphire glass has to be removed for the work, and the local SC cannot do this. Anyone with experience on the quality of the service center in Singapore? I am debating if I should take this offer as there is always the risk the watch comes back without dent but other scratches. The bezel dent is small but visible, and in order to properly polish the glass really has to be removed.

[Andad]

Do you have any pictures of the 'dent'?

IMO they would need to remove metal to get rid of it - do you realy want to do this on a new watch?

[dnnaudio]

I tried taking picture with my iphone but can't get the dent to show. The dent is in the bezel area between the sapphire and case edge at 9 O clock. Dent is small and not that deep, I think they will only need to shave a little to get it off, but they will need to remove the glass as it is in the way of polishing. If it was just a scratch I will easily get past it, but this dent will stay forever unless removed.

[benlee]

if it bothers you that much, I will suggest you get it fixed in the SC in Singapore.

This post reminds me of a very similar incident I just experienced recently although I was lucky enough to spot the defect. I was at a local AD in Singapore and after having negotiated and agreed on the price with the salesperson, I was just about to pull the trigger on a DD2 when I decided to take a closer look at the watch before payment.

After unwrapping the protective wrappings, I noticed two very small but certainly noticeable dings on the bezel of the watch. I showed it to the salesperson and politely told him I couldn't proceed with the purchase due to the defect. For me, a brand new watch from an AD should be in everyway perfect. The salesperson acknowledged the defect but shrugged it off as he didn't have another piece of same model for me to buy. While leaving the store, I notice the salesperson proceed to wrap the watch again and put them back on display for sale to the next "potential" customer.

That's why always check your watch very very carefully before buying. Even if it's from an AD.

[dnnaudio]

Actually I did check the watch closely with plastic removed, but missed to spot the dent. Does not help my eyes not as good as my younger days. I am leaning towards sending it for polish, but when I google for feedback on Zenith LVMH Singapore I get 1 relevant hit and was a real bad service experience with the SC though a bit dated in 2010.

[dnnaudio]

I was able to meet a Zenith Singapore manager who happened to be in Jakarta, and assured me of the quality of the work at Zenith Singapore service center. She offered to polish the watch, and not charge me for labor, but then explained I will be liable for cost of parts replaced during the process of opening the case (hands/etc.). I declined the offer, my position being that the b/n El Primero watch I purchased should have been perfect in the first place. And that any effort or cost to fix the dent should be borne by Zenith or the dealer. Both Zenith and the dealer will not accept possibility that they sold me a dented watch, hence they insist I share cost in fixing it. They explain they are actually going out of their way to accommodate me.

Maybe I am being unreasonable or naive, at least at this point I know I have exhausted what I can do as customer, and in the future just be more cautious and paranoid when buying a watch, especially if it is a Zenith.

[mikeceee]

Originally Posted by dnnaudio

I was able to meet a Zenith Singapore manager who happened to be in Jakarta, and assured me of the quality of the work at Zenith Singapore service center. She offered to polish the watch, and not charge me for labor, but then explained I will be liable for cost of parts replaced during the process of opening the case (hands/etc.). I declined the offer, my position being that the b/n El Primero watch I purchased should have been perfect in the first place. And that any effort or cost to fix the dent should be borne by Zenith or the dealer. Both Zenith and the dealer will not accept possibility that they sold me a dented watch, hence they insist I share cost in fixing it. They explain they are actually going out of their way to accommodate me.

Maybe I am being unreasonable or naive, at least at this point I know I have exhausted what I can do as customer, and in the future just be more cautious and paranoid when buying a watch, especially if it is a Zenith.

Quite frankly to me it sounds like you are being unreasonable for all of the above mentioned reasons. If this nick or scratch or dent is so small that you can't take a picture of it, you purchased from an AD you have no relationship with, and are not willing to accept their proposed solution then I am not sure what you want? Also - while I am sure you don't want to believe you could have done this yourself - it has to be in the realm of possibility, right?

[dnnaudio]

As I mentioned in the original post, I discovered the bezel dent when I inspected the watch the morning of the day after I purchased the watch, straight from the box. So I am sure it was there prior to purchase. I also reported the problem to the dealer that same morning.

The nick is small but its there and easily noticeable. For me no matter how small this is, it should not have been there in the first place as the watch was supposed to be in perfect condition.

My expectation was for the Zenith service center to fix the problem period at no cost to me. From my perspective as customer, it is silly to pay for fixing something that should not have been there in the first place. I think some of us too easily accept the common SOP that once you pay for a luxury watch, it is now your responsibility, and buyer beware. Not me.

[mikeceee]

Originally Posted by dnnaudio

As I mentioned in the original post, I discovered the bezel dent when I inspected the watch the morning of the day after I purchased the watch, straight from the box. So I am sure it was there prior to purchase. I also reported the problem to the dealer that same morning.

The nick is small but its there and easily noticeable. For me no matter how small this is, it should not have been there in the first place as the watch was supposed to be in perfect condition.

My expectation was for the Zenith service center to fix the problem period at no cost to me. From my perspective as customer, it is silly to pay for fixing something that should not have been there in the first place. I think some of us too easily accept the common SOP that once you pay for a luxury watch, it is now your responsibility, and buyer beware. Not me.

Fair enough. Valid points. I just think sometimes people can get hung up on principle and not account for the time and energy wasted. Just my $0.02 but I see your point.

[dnnaudio]

I hear you. I wish I can say I did it for the principle, but it's more because I am annoyed I got robbed of that feeling of wearing a perfect flawless timepiece on the first few months after purchase. I had similar experience with an AP Royal Oak Chrono around 15 years ago where the product I bought had minor cosmetic issue w/c I noticed a week after the purchase. The AP Singapore service center took care of it, no questions asked, no mention of costs and did an impeccable job. They never made me feel that I could have been at fault, they simply unconditionally stood behind their product. I guess that's why AP is an AP and Zenith a Zenith.