I’ve talked about spare parts before, but since it was a big part of my day today, I’ll talk about it some more.
I started out my day with a customer who had a ladies Hublot wristwatch which needed a new power cell. I recommended a water test as I usually do with water resistant watches and they agreed that it was a good idea. Upon removing the case back I noticed that the unusually shaped gasket was deformed. I was going to have to replace it. I looked up Hublot’s phone number on the internet and gave them a call. I got the usual reception that I get from a higher end brand. I’m sorry we do not sell parts unless you are an authorized retailer who has received our training. I explained my credentials but they wouldn’t budge, the watch would need to go to their service center.
The nearest authorized retailer is 400 miles away and their service center is in Florida. The customer needs a battery and a gasket and they have to send their watch insured hundreds (or thousands) of miles away so they can get it a new battery and a gasket. What kind of customer service is that? I called back and asked for more details. If it needed a complete service it would probably cost over $300. They may do less but without a guarantee and their current turn around time is about 6 to 8 weeks. All I can say is I’m glad it’s not my watch.
Before buying your next watch you might consider the companies spare parts and service policies. If you don’t know if your watchmaker would be able to service it, give him/her a call.
If you like what you read here, please feel free to donate.