Dealing with customer service

Thread: Dealing with customer service

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  1. #1
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    Dealing with customer service

    Hi everyone---new to this site...read a lot but never posted until now.

    I bought a Longines Master Collection Moonphase watch nearly two years ago. I love the watch, however I have had significant issues with it.

    Every 3-4 months, the "day" function starts to stick---in other words, it only rotates half-way to the next day. Sometimes it will revert back to working again, but it will usually reoccur in a few days and eventually, it stops working altogether (ie--stops moving, even when manually adjusted). I wind the watch manually and wear it daily, so I know there is enough energy in the system to help it turn over at midnight. The winder is also *very* tight, despite my use of it regularly.

    I have sent the watch for repair about 5 times under warranty, and the watch always comes back working fine for 2-4 months, then invariably the same problem comes up again.

    It is back with Longines yet again, and I am nervous because the warranty will expire in June. To make matters worse, the store I bought it from is now closed, so I have very little leverage.

    I really think that Longines should replace the watch. 5-6 times trying to fix the same problem says to me that something is wrong that cannot be fixed. I have been very patient with the issues, but I am running out of time (and patience!).

    My question is this: how would you all deal with this? This is likely my last shot at getting a positive resolution, as the warranty expires soon. I've never had to deal with an issue like this before, but I thought someone here may have some experience/insights.

    Thanks everyone!

  2. #2
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    Re: Dealing with customer service

    "Replace", not gonna happen.

  3. #3
    Ball Watch, Bremont and Longines moderator samanator's Avatar
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    Dealing with customer service

    Have you called them to discuss a solution? I could see the movement being replaced not the watch, Since the case wear has no bearing on the issue. What does it say was done on each service tickets?


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    Last edited by samanator; 6 Days Ago at 14:20.
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  4. #4
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    Re: Dealing with customer service

    Quote Originally Posted by samanator View Post
    Have you called them to discuss a solution? I could see the movement being replaced not the watch, Since the case wear has no bearing on the issue. What does it say was done on each service tickets?


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    The service tickets are severely lacking in information. It appears that they just repaired what was broken.

    Once I know they have received the watch again (just shipped yesterday), I will call. I included a letter stating my experience and unhappiness with the watch, so hopefully that will help too.

  5. #5
    Member rfortson's Avatar
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    Re: Dealing with customer service

    Elevate the issue within Longines, even if you have to contact Switzerland. I'm assuming you have repair history of the watch. I'd include that history in one complete story and ask for an extension on the warranty. Since you've had it 2 years and it's been repaired 5 times, ask for an additional year on the warranty to make sure they fix it correctly this time.

    I would follow up your letter with a phone call and talk to someone in person. Good luck!

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