IWC Galapagos Aquatimer poorly constructed

[TGehrke]

I purchased the IWC Galapagos Aquatimer in March 2010 and was happy with until approximately 9 months later when the rubber edge of the crown began to become frayed at the edges. The fraying of the rubber has happened all the way around the crown and I therefore decided to have the crown repaired assuming the warranty would cover this. To my astonishment IWC refused to repair the crown under warranty claiming that the rubber was damaged due to the watch having suffered some sort of severe impact. I work in an office environment and have not had the chance to take the watch diving yet. The fraying is taking place all around the crown and the watch has not had any severe impact -- it has only been subject to normal wear and tear.

It is very disappointing that a reputable watch company like IWC will not honor their warranty. As an amateur collector of high end watches it has been an expensive learning experience but I will clearly not buy another IWC watch.

[Brisman]

Can you put some pics up so we can have a look.

[Progger]

I am sorry for you bad luck and bad experience. Make sure that IWC receives a complaining letter from you every now and then. Did you buy the watch at an AD (not that it really matters, IMO)?

[TGehrke]

I bought it from one of the main approved dealers in Zurich and I have complained twice. The second time IWC didn't bother to respond! Really poor customer service.

[TGehrke]

Yes I will get some photos online asap

[ReXTless]

I purchased the IWC Galapagos Aquatimer in March 2010 and was happy with until approximately 9 months later when the rubber edge of the crown began to become frayed at the edges. The fraying of the rubber has happened all the way around the crown and I therefore decided to have the crown repaired assuming the warranty would cover this. To my astonishment IWC refused to repair the crown under warranty claiming that the rubber was damaged due to the watch having suffered some sort of severe impact. I work in an office environment and have not had the chance to take the watch diving yet. The fraying is taking place all around the crown and the watch has not had any severe impact -- it has only been subject to normal wear and tear.

It is very disappointing that a reputable watch company like IWC will not honor their warranty. As an amateur collector of high end watches it has been an expensive learning experience but I will clearly not buy another IWC watch.

I looked at the Galapagos watch at my AD some time ago. Very cool watch. However, I didn't seriously consider buying it because it looked destined to have the exact problem you are describing. My thought was that it probably wouldn't age well.

Did you send the watch to IWC or just make a call? I would think they could tell the difference between a scuff and a coating defect.

In any event, sorry to hear about your trouble. Let us know how things turn out.

[TGehrke]

I sent the watch to IWC and it took them 2 months to decide not to cover the repair under warranty. I suspect they know this is a general problem with the watch and they don't want to have to repair all the watches they produce. They offered to repair it at cost for CHF350 but I declined as I suspect it will have to be repaired again in 9 months time.

The rubber looks very cool but clearly can't handle general use -- ironic for a watch marketed as a diving watch/adventure watch....

[TGehrke]

Just posted my comments on the IWC web site (IWC Schaffhausen | Branch of Richemont International SA | Fine Timepieces From Switzerland | IWC Collectors' Forum) and I have emailed several watch magazines about this problem. Will be interesting to see if IWC react.

[TGehrke]

IWC have removed my post without comment from the forum -- I think that says everything you need to know about the company. I didn't violate the terms of the forum and merely posted my experience with the IWC Aquatimer Galapagos and the company decided to remove the post. I have for the fun of it re-posted my comments -- let's see how long they stay up this time.

[TGehrke]

IWC only likes positive comments on its web site forum....


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