Hi All
I've read a few posts about peoples experience with LVMH when sending in their TAG for a repair, so I thought I'd share mine.
Sent my 1887 in a few weeks ago after it had a very bad day. Won't go into detail but basically the bracelet was broken in two places (on unremovable links) and it had impact damage on the side of the causing (after being dropped) causing a small dent/scuff as well as the letter 'U' from the Tag Heuer logo to fall off and 2 of the small red jewel like items from the mechanism (I could see them resting on the glass inside). The watch still seemed to be functioning just fine though.
Obviously I wasn't very happy and gave LVMH a call to discuss my options, they said they would mail out a postage pack free of charge, I could get a quote and if I wasn't happy with it they would send the watch back free of charge. I had nothing to lose so went ahead with it.
They had the watch for 2 weeks before I received a quotation - £836.37 inc VAT for a replacement bracelet at £416.36, a new crown at £0 and a service at £411 - including an ultrasonic clean which would I was told get it looking back like new, I did question so will my watch look brand new again? The reply from the lady on the phone was yes. I expected the price to be about this so thought it was fair enough, however I then thought what about the letter 'U' that had fallen off? I was also skeptical that this ultrasonic clean would remove the dent and scuff. I therefore rang back the next day to confirm that the logo on the dial would be sorted as well the dent, I was told I would receive a call back later after she had clarified with the technicians. I then received a call back later that afternoon to say that the watch would need a new bezel as well as a new dial due to them being unable to place the letter U back on to it. Obviously I made it clear I was disappointed at how this was being dealt with as they had had the watch 2 weeks and it seems they didn't pay much attention to both the watch itself and the repair form I sent (detailing all of the damage). I said to the lady that it wasn't very acceptable and I imagine the price is getting on for double the original? She then confirmed the price was now a total of £1697.62; This involved a replacement bezel at £266.65 and a replacement dial at £594.60. They even had the cheek to put a £7.50 postage charge onto both quotes after I was originally told they send it back for free if I decline?!
I realise that with expensive watches comes expensive servicing and parts etc and I'm not sure what you guys make of it but I can't help but feel they are royally shafting me? I've ended up going through the insurance and authorised the repair now and received an email a few days after to say the parts would take upto 6 working weeks to arrive from Switzerland and a further 6 working weeks for the repair to be carried out. All in all I will potentially be without the watch for 3 and a half months. I can't say this has or will be a good experience of their customer service, but just wondered what your opinions were, does this sound like the norm?
Also, before anyone says, yes I will also be making sure that it is more thoroughly protected in future!
Thanks
Sean
I've read a few posts about peoples experience with LVMH when sending in their TAG for a repair, so I thought I'd share mine.
Sent my 1887 in a few weeks ago after it had a very bad day. Won't go into detail but basically the bracelet was broken in two places (on unremovable links) and it had impact damage on the side of the causing (after being dropped) causing a small dent/scuff as well as the letter 'U' from the Tag Heuer logo to fall off and 2 of the small red jewel like items from the mechanism (I could see them resting on the glass inside). The watch still seemed to be functioning just fine though.
Obviously I wasn't very happy and gave LVMH a call to discuss my options, they said they would mail out a postage pack free of charge, I could get a quote and if I wasn't happy with it they would send the watch back free of charge. I had nothing to lose so went ahead with it.
They had the watch for 2 weeks before I received a quotation - £836.37 inc VAT for a replacement bracelet at £416.36, a new crown at £0 and a service at £411 - including an ultrasonic clean which would I was told get it looking back like new, I did question so will my watch look brand new again? The reply from the lady on the phone was yes. I expected the price to be about this so thought it was fair enough, however I then thought what about the letter 'U' that had fallen off? I was also skeptical that this ultrasonic clean would remove the dent and scuff. I therefore rang back the next day to confirm that the logo on the dial would be sorted as well the dent, I was told I would receive a call back later after she had clarified with the technicians. I then received a call back later that afternoon to say that the watch would need a new bezel as well as a new dial due to them being unable to place the letter U back on to it. Obviously I made it clear I was disappointed at how this was being dealt with as they had had the watch 2 weeks and it seems they didn't pay much attention to both the watch itself and the repair form I sent (detailing all of the damage). I said to the lady that it wasn't very acceptable and I imagine the price is getting on for double the original? She then confirmed the price was now a total of £1697.62; This involved a replacement bezel at £266.65 and a replacement dial at £594.60. They even had the cheek to put a £7.50 postage charge onto both quotes after I was originally told they send it back for free if I decline?!
I realise that with expensive watches comes expensive servicing and parts etc and I'm not sure what you guys make of it but I can't help but feel they are royally shafting me? I've ended up going through the insurance and authorised the repair now and received an email a few days after to say the parts would take upto 6 working weeks to arrive from Switzerland and a further 6 working weeks for the repair to be carried out. All in all I will potentially be without the watch for 3 and a half months. I can't say this has or will be a good experience of their customer service, but just wondered what your opinions were, does this sound like the norm?
Also, before anyone says, yes I will also be making sure that it is more thoroughly protected in future!
Thanks
Sean