Anonimo spa--worst service ever--an ongoing field report
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  1. #1
    Member timefleas's Avatar
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    Anonimo spa--worst service ever--an ongoing field report

    Hello,

    Let me preface this by saying that I really do like Anonimo watches, have owned more than 15, and enjoy both wearing those that remain, and looking for new possible acquisitions.

    With that said, let's get to the task at hand. Just a single individual consumer's report on a single watch. One such report does not represent a trend--I will charitably suggest that my experience is more the exception than the norm--but... Back in May my two year Bronze Polluce 10 Anni had some problems--the watch was accurate, but occasionally stopped on the winder, always at the same time--on the wrist, it never stopped, until once in the middle of May. I tried all the usual remedies, manual wind, thumping, etc.--nothing worked--it needed to be looked at. Of course, it was now a few days past warranty--I took it to the local watch repair center that handles all good watches, but they said they wouldn't look at the Anonimo--if anything needed replacing, they couldn't do it--no problem, I sent it to the Japan Anonimo Service Center in Tokyo. Within a day or so, they said that they couldn't open the case back, and would have to send it to Anonimo SPA Italy--a bit strange, but, OK. It reached Anonimo SPA Italy at the end of May.

    And there it has sat. For all of June. For all of July. For all of August. For most of September. All told, it has been more than four months since I sent the watch off. So far, the Tokyo Anonimo folks have repeatedly tried to get an update, to no avail. In August, it seemed Anonimo was on vacation. This month it is unclear what the issue is.

    Now, in other threads, folks like Nelson and other members have mentioned a few names to contact at Anonimo to see if they could intervene, and hurry things along. I don't think this should be necessary, so I won't take that route. I will simply report here what happens, if anything, and when it happens. In the event that I hear nothing in a week, I will bump this thread up, to keep the issue in focus. For me, this is clearly the worst ever service experience I have had with any watch brand, bar none. Makes me thing twice about investing anymore money in their products. If customer service is given such a low priority, perhaps it is time to move on.

    I am on WEEK 14, and counting--I have not even had an estimate for repairs yet.
    Here today, here tomorrow...




  2. #2
    Member nelsondevicenci's Avatar
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    Re: Anonimo spa--worst service ever--an ongoing field report

    Peter... Really sad about your issue, super weird why your local watchmaker or even Anonimo Japan said : " couldn't open the case back "... WHY? they dont have the tools to do it? A simple case opener of rubber can do the job.

    But is not the point... ALL IN TIMEPIECES WORLD IS ABOUT S E R V I C E

    I heard and read in the past the compromise to rise the level of service.

    Remember Peter I was asking about the same piece... So after we talked I contacted Stoll & Co. and they told me they need to send the Bronze watches to be refinished in Italy at the SPA.

    After My local watchmaker take a look at my orange bronze he told me Im going to make it is just an Bronze alloy.

    He do an excellent job the only problem was for him to remove the bezel thats it... he keep trying and he remove it to Re-finish my orange bronze... I confirmed inside was a ETA movement... thats why i can't understand the answers you get from the watchmaker and Anonimo Japan.

    But this things can't happen anymore...we know well known brands as Anonimo take his time or take also a long period to fix problems but... if you ask they need to be in the knowledge of what happens after all the time you was waiting for a valid answer.

    I totally understand your feelings Peter, but I will that Anonimo contact you ASAP in order to resolve your issue... againg thanks God we have here Stoll & Co. and my friend who has been serviced many of my boys and also a good refinishing work.

    My best for you Peter !
    Nelson

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  3. #3
    Member timefleas's Avatar
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    Re: Anonimo spa--worst service ever--an ongoing field report

    Thanks Nelson for your very kind words--interestingly, the watch in question for me is also the orange dial Bronze Polluce (not sure if it should still be in my signature at this point...). Will keep everyone posted.
    Here today, here tomorrow...




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  5. #4
    Member primerak's Avatar
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    Re: Anonimo spa--worst service ever--an ongoing field report

    Hey Peter - That is bad from Anonimo spa. My worst was from Sinn when I sent in my U1 under warranty. Long story short took over 23 weeks, 2 trips to Frankfurt, poor to no communication, and to add insult to injury got bashed in the Sinn sub-forum for sharing. Needless to say I've moved the watch on and will never buy another Sinn again unfortunately all due to the after service from HQ - Hopefully you get your gorgeous polluce back in good order and your saga does not end up like mine...keep us posted.

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    Member rsr911's Avatar
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    Re: Anonimo spa--worst service ever--an ongoing field report

    Hey Peter,
    Just for your information. In the month of August most of Europe takes a holiday. It is tradition. Unfortunatley your watch has gotten trapped in the national holiday season.
    -O
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  7. #6
    Member timefleas's Avatar
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    Re: Anonimo spa--worst service ever--an ongoing field report

    Yes, I actually mentioned the same thing (about August as a "holiday" period) in a different thread--but, really, what happened or did not happen in August begs the basic point, which is--it has been FOUR MONTHS, and I am still waiting for the first reply!!

    I don't want to turn this into a rant--I don't know, maybe the Anonimo Tokyo people are saying one thing, and something else happened, who knows?--I just want to state the facts as I know them, and they are quite simple so far. I sent my watch off four months ago, and I haven't heard a word directly or indirectly from Anonimo since. It's that simple.
    Peter
    Here today, here tomorrow...




  8. #7
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    Re: Anonimo spa--worst service ever--an ongoing field report

    Hey Timefleas,

    Honestly, I don't think anyone should excuse a 4 month+ turnaround, in particular as there is a total lack of communication.

    (As a side issue, originally from Europe, I really cannot understand why a one month shutdown is still tolerated in this day and age...I spent years having to deal with the black hole that is August.)

    The oddest thing to me is the Tokyo end and their inability to service. The impression I had (feel free to correct) was that in the land of cult brands, Anonimo was a small but pretty well established brand and I would have thought they were quite wired re service. Is this simply specific to the bronze case, or how are other service issues handled in Japan?

    Regardless, it does sort of smack of a Euro boutique brand arrogance....especially when if anyone was paying attenion to watch forums (surely in this day and age most would be aware of forums their impact and therefore pay attention?) they would realise that you have to be one of their better customers?

  9. #8
    Ball Watch, Bremont and Longines moderator samanator's Avatar
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    Re: Anonimo spa--worst service ever--an ongoing field report

    Quote Originally Posted by rsr911 View Post
    Hey Peter,
    Just for your information. In the month of August most of Europe takes a holiday. It is tradition. Unfortunatley your watch has gotten trapped in the national holiday season.
    -O
    As a multi-time Italian motorcycle and scooter owner I can tell you nothing happens in Italy on the last five days of July through the first five days of September. Many times I've waited forever for things from them during this time.

    I'm surprised that the local watch maker could not assist also.
    Michael
    BALL Watch, Bremont and Longines Moderator




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  10. #9
    Member Firenze's Avatar
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    Re: Anonimo spa--worst service ever--an ongoing field report

    Four months with summer in between in small time in most of the watch industry, not just at Anonimo. However, the lack of communication is inexcusable. I too had to chase Anonimo people and the local distributor when I had to service my Dual Time. It took more than 4 months to get things fixed. Yet again, the lack of communication is really bad, because it does not cost anything to improve on that.

  11. #10
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    Re: Anonimo spa--worst service ever--an ongoing field report

    sorry to hear about your experience Peter. i'm hoping that they will get back to you very soon and that you get your 'nimo back in the same great shape (if not better) as the day you bought it.

    some of you might recall that i joined the forum earlier this year out of genuine concern for a 'nimo owners challenges with service from Anonimo SPA. it looks like that particular issue eventually got resolved. yet still... months of waiting is unacceptable. not hearing anything at all is worse.

    best of luck to you Peter. please keep us posted.

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