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Warranty gripe

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MisterGu

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3/10/13
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Gotta say dealing with reps that have issues has been easier than my latest gen warranty issue. Purchased a longines master moonphase from AD on 1/8. Wore it on 1/9, had it on the winder for 2 days, wore it all day 1/12, wore it again 1/13 and it died at 9:49am.


Brought it back to the AD on 1/16. They were very apologetic and said they will take care of everything and it was under warranty and there will be no problems. I asked him about how long it would take before I got the watch back and he replied it would take a couple of weeks. When I called a couple of weeks later to inquire about the status they said they would call longines and they would call me right back. Called me two hours later and told me they were very sorry but it will be another two weeks or so.


Call again today, they called longines and called me back and told me not sure what's going on but they can't figure out what's wrong with the movement and it might take up to another six weeks.


WTF! If it's under warranty and they can't figure out what's wrong shouldn't they just swap in a new movement? It's not like its a hand decorated in house movement. It's an ETA 7753.


I'm going to try calling longines directly on Monday. Hopefully that'll expedite the process. Anyone else have a similar experience? Is this typical for gen warranty service?
 
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Luthier

Respected Member
30/9/09
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That's exactly, why I'm not in gens anymore. One of my good friends bought $25,000 Vacheron, and sent it back for repair 4 times in one year, every time it took 2 months to get the watch back, and it died a few days after. I gave him PAM253 replica 2 years ago, and he wear it til today with no any problem.
Go figure.
 
M

MisterGu

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Luthier said:
That's exactly, why I'm not in gens anymore. One of my good friends bought $25,000 Vacheron, and sent it back for repair 4 times in one year, every time it took 2 months to get the watch back, and it died a few days after. I gave him PAM253 replica 2 years ago, and he wear it til today with no any problem.
Go figure.
Click to expand...

Seriously! I've seen a bunch of people here start with reps and go full gen. Maybe I'll sell off my gens and go full rep!


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ShiroTenshi

ShiroTenshi

Mythical Poster
7/12/11
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Vacheron? For a 25k watch? That sucks!

Luthier said:
That's exactly, why I'm not in gens anymore. One of my good friends bought $25,000 Vacheron, and sent it back for repair 4 times in one year, every time it took 2 months to get the watch back, and it died a few days after. I gave him PAM253 replica 2 years ago, and he wear it til today with no any problem.
Go figure.
Click to expand...
 
frigpig

frigpig

Ghost of Sales Mod Past
Advisor
16/8/09
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Sounds pretty tipical of the gen issues I've heard of. The problem isn't the the watch it's the damn service departments.
 
S

SSTEEL

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30/1/13
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Luthier said:
That's exactly, why I'm not in gens anymore. One of my good friends bought $25,000 Vacheron, and sent it back for repair 4 times in one year, every time it took 2 months to get the watch back, and it died a few days after. I gave him PAM253 replica 2 years ago, and he wear it til today with no any problem.
Go figure.
Click to expand...

Likewise, I have a similar friend who purchased an AP gen, and that had to go back twice due to issues. 8 months to sort out.
 
M

MisterGu

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Luthier said:
Viva replicados!!!
:D
Click to expand...

+1!

Had my sights set on a gen apro 15400 blue dial and a Blancpain ff, gonna pick up those reps up once the new ff from angus is released. If those are all they're cracked up to be I may just forget the gens and spend all the money I save on 80 reps like you Luth!


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sub4me

Legendary Member
30/4/06
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I've sent gens in for service usually take two to four weeks, however your receiving top notch service, guaranteed water resistance, precision parts, and a warranty.

Guess how long it takes for your rep dealer to service your watch or exchange the movement?? LMAO.
 
S

smokiedabong

Respected Member
22/8/12
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Citizen fixed me a watch that was out of warranty for free. And it only took them 2 weeks from sending the watch to receiving it back.
 
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sub4me

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I had a watch serviced by Movado awhile back and their service was great. They kept in contact step by step on their site. Its fair to say they have been one of the very best I've dealt with.
 
M

MisterGu

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I guess service for gens varies as much as service from rep dealers.

You would think the swatch group would be able to provide equal or better service than citizen or movado.


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S

sub4me

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They don't intact when I sent an Omega in it was the longest wait I ever had.
 
C

cybee

Legendary Member
23/11/06
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Just because a watch is expensive does not translate to expedited service on breakdowns. They should replace it for you first, then worry about what is wrong with it.

Tell Longines to drop a 2813 in that puppy, it will run for years.
 
trailboss99

trailboss99

Head Honcho - Cat Herder
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Not acceptable, it was dead inside a time that is considered DOA in most industries. It should have been a complete swap in my book. Thankfully with Aussie consumer law a couple of phone calls and it would be. You can try telling the dealer if it can't be fixed in a reasonable time you want your money back. but that may now work in the States as it would here.

BTW, Swatch Group service is about as bad as it gets, pathetic.
 
M

MisterGu

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Going to try to get a hold of someone from Longines tomorrow. Don't know how successful I'll be though considering all customer service lines these days seem to be automated recordings that direct you in circles.

I like moon phases enough to want a gen, but not enough to spend big $$ on one with an in house movement. Thought an eta movement would be safe bet. Should have went with a rep with a 2813 like cybee suggested. Lol.

If I have no luck getting in touch with Longines tomorrow, I'll give them the 6 weeks they are stating. If still not resolved I'll see if the general counsel in my company is willing to do me a personal solid and give the AD a call and throw around scary legal terms, that usually helps when you're just looking for a refund. :)


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