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I recently came across a grail watch of mine: a Jaeger Lecoultre Master Hometime in Stainless Steel (the old dial with day/night indicator.) I decided to take the plunge and purchase it from a very high profile AD in NYC. Because I live in Philadelphia, I asked them to ship it to me to avoid the taxes.

I bought it on January 29th, and received it February 2nd.

However, when I received it, the bracelet had several large scratches on it. . . very noticeable on the polished parts.

I brought it with me on my next trip to NY on the following Monday February 8th, and they sent it off to their jeweler to polish out the scratches. I picked the watch back up on February 12th.

Sometime the week of Feb 22nd, it stopped working. It would run for an hour or two at a time, but then it would stop again. Winding seemed to have no effect. I brought it in on Feb 25th. The AD sent it off to be repaired.

The following week, they were talking about possibly replacing it. On March 15th, they got in a replacement, but it was the new dial. . . I hate the new dial, and rejected their offer to replace it. They said they'd get my watch in right away.

Last week, they said they'd have it back by April 2.

At this point, I'm jaded. I really don't want the watch now, which is a shame because I was so excited to have it when I first got it.

Should I fight to just say "no thanks?" Do I have any recourse through my credit card company? What's your advice WUS?!?
 

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Perhaps you will feel better after all this settles down? It sounds like you've had a rough go of it, and I know my instinct would be to bail out, too, but try to imagine how you'll feel after your watch is back and in good running order. How will you feel in about 6 months?
I know I wanted to bail when my house flooded the DAY I closed on it, but I stuck with it through all the repairs and headache, and now my house is in better shape than when I made the offer to buy it.
Just because it's your grail, doesn't mean that it will be immune to the same mechanical issues that any other watch faces. I think you should be patient and see what the final results are.
 

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Maybe you should take a deep breath, and consider if this was truly a grail for you or not. If you decide it still is, wait for the AD to have the watch overhauled (at their expense of course...they owe you a fully functioning watch) and just settle in to wait for it to arrive. That's tough, as we all know, but if you really want this watch, that may be your only option.
It's so easy to get jaded when these things happen...been there a few times myself. Good luck with your decision!
 

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Oh man, what a total drag. I've had a similar experience with being jaded with a purchase. You may end having to sell the watch on your own. In my case, the dealer was a middle man since the watch came directly from TAG Heuer. Trying to sell the Monaco now.
BUT! Maybe the dealer can get you a watch you like at the same price?

Good luck and let us know.
 

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Bummer of a story, but I have to say, if it was/is a grail, then it was/is a grail and you shouldn't be giving up on it.

But, perhaps it was lust rather than love...

You may have answered your own question about what to do ("...At this point, I'm jaded. I really don't want the watch now...").

It's unclear from your narrative, but sounds like your original grail watch is out for repair? If so, why not wait until it comes back, and when you see it all nice and shiny and, hopefully, working, you'll be in love again? :think:
 

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When I purchased my grail (IWC Portuguese Automatic) from an AD, I immediately began encountering issues with the power reserve where the watch would just stop after a few days. Also found the watch was +12 seconds per day, which was way outside of the specs for such a fine timepiece. Had to wait 4 months for the watch to go down to Richemont, and then to Switzerland, but it was well worth the wait.. I love this watch as much or more today. Just takes some patience, especially when you are dealing with such an intricate object. My AD came through for me in the end, and worked to ensure I was a happy customer. Give them the opportunity, I think everything will turn out just fine, and once you have the watch on your wrist for a few weeks you'll remember exactly why you were lusting after the piece to begin with.

cheers,
elapsed
 

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I am completely sympathetic with your mood. But if it really is a grail for you, I'd have to think it's worth 2 months of inconvenience and waiting for the dealer and JLC to get it right. Obviously this is far from an ideal situation but if it were me I'd wait it out. You'll have many years of enjoyment from the watch, so what is two months of inconvenience in the grand scheme?

Maybe if the dealer and/or JLC themselves could somehow compensate you for the ordeal it would make you feel a little better? Be specific about what you would ask for. Worst they could do is say no and promise to make the watch right.
 

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As it was an older model, then I guess it has been sitting around unused, so the movement glitch can happen.
I would wait, but be prepared the Service can take time.
The watch is so nice, it is well worth waiting for!
 

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:think:

As you indicated in your post title, a heartbreaking grail purchase.


Hopefully, the current repair will resolve any remaining issues and you will have a perfectly running, desired grail in pristine condition.
 

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I deduce that it may be a "shopworn" watch, and that the scratches and mechanical problems were likely due to being dropped . . . most likely on a glass countertop.

"New" and "scratches" shouldn't be used in the same sentence when describing a watch!

I'd personally pursue a refund. This kind of thing takes the bloom right off the rose. No, you shouldn't have received a watch that was scratched; but the scratches were indicative of other problems.

They probably figured that since you weren't standing in front of them when you got the watch, this would be a good way of getting rid of some shopworn inventory!
 

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I'd personally pursue a refund. This kind of thing takes the bloom right off the rose. No, you shouldn't have received a watch that was scratched; but the scratches were indicative of other problems.

They probably figured that since you weren't standing in front of them when you got the watch, this would be a good way of getting rid of some shopworn inventory!

Interesting point.

When you were in the store and made the purchase, was it a different watch that examined and thought you were purchasing?
 

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Discussion Starter #15
After many discussions with the AD (Cellini's in Manhattan,) I've decided to pursue the chargeback with my credit card company.

The tipping points were really the attitude of the team there. Tho generally helpful, I just continually got the vibe that: "I'm supposed to be OK with receiving a damaged watch."

When I brought it in because of the cosmetic damage, I was told "it happens all the time." "You shoulda seen how scratched the watches were in the old days."

When the wrong watch came in as a replacement, I was told that "no one coulda known that the wrong watch was going to come back."

Finally, as the watch arrives back in the store, I'm being told that "the watch is NEW. I should be happy with my NEW watch." Nevermind that this NEW watch has been sent back twice.

Well, guess what: I am not going to be happy when I receive a watch that's so scratched that I have to bring it back, and then stops running as soon as I bring it home the second time. Any attempt to make it seem like all of this should be OK is insulting to me.

Sad that I wasn't even offered store credit in such a situation instead of dragging this all out and forcing me to resort to my credit card company.

It's truly a shame. . . i'm a budding WIS and this is one of the premier dealers in the Northeast. I have a few business deals pending, and, if they go through, I'm looking forward to getting my first very high end piece (maybe a Patek or ALS.) Heartbreaking that I won't be getting it from Cellini's.
 

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What a giant pain! I was wondering what you would end up doing. That totally sucks. I hope you can get this straightened out and put behind you.
 

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hmmm...i've never bought from Cellini but have heard good things about them from other forum members.

the master hometime is a beautiful piece and i agree the recently discontinued version is the much more handsome & desirable piece. the 2009 version looks like crap.

sounds like you bought the watch sight unseen and that they told you it was new (mint) condition.

the first thing you should have done upon seeing the scratches would have been to call them and asked that they give you a discount along with the polish refinish or that you are returning the watch for a refund.

that would have probably saved you some grief.

as for the movement problem...there's no telling how old the watch was, eg. maybe a display model. provided that you got a nice price on the piece, i would have had no hesitation in sending it in to JLC for repair. it sounds like they botched it up and while it's certainly disappointing that it's going to take several months to get it fixed, you would have gotten an out-of-production piece back in perfect working order with an active warranty. not exactly a bad thing.

i can understand that this was a special watch with special significance and that the scratches and the movement problem has tainted your enjoyment of it, but in most cases this sort of stuff usually blows over with enough time.

probably not a bad thing that you are geting a refund as you still might be able to find a NOS piece elsewhere. mint condition pieces do appear also from time to time with reputable ADs or pre-owned specialists.


After many discussions with the AD (Cellini's in Manhattan,) I've decided to pursue the chargeback with my credit card company.

The tipping points were really the attitude of the team there. Tho generally helpful, I just continually got the vibe that: "I'm supposed to be OK with receiving a damaged watch."

When I brought it in because of the cosmetic damage, I was told "it happens all the time." "You shoulda seen how scratched the watches were in the old days."

When the wrong watch came in as a replacement, I was told that "no one coulda known that the wrong watch was going to come back."

Finally, as the watch arrives back in the store, I'm being told that "the watch is NEW. I should be happy with my NEW watch." Nevermind that this NEW watch has been sent back twice.

Well, guess what: I am not going to be happy when I receive a watch that's so scratched that I have to bring it back, and then stops running as soon as I bring it home the second time. Any attempt to make it seem like all of this should be OK is insulting to me.

Sad that I wasn't even offered store credit in such a situation instead of dragging this all out and forcing me to resort to my credit card company.

It's truly a shame. . . i'm a budding WIS and this is one of the premier dealers in the Northeast. I have a few business deals pending, and, if they go through, I'm looking forward to getting my first very high end piece (maybe a Patek or ALS.) Heartbreaking that I won't be getting it from Cellini's.
 

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IMO, you did the right thing. It should have been absolutely perfect, 100% to your liking and run that way too. At this price point, or any price point for that matter, one should receive a blemish free,brand new watch if that's what the deal called for. They should have replaced it right away instead of trying to remove the scratches that they likely induced.
Hopefully, the credit card company will not give you a hard time and hopefully you can find exactly what you want elsewhere.







After many discussions with the AD (Cellini's in Manhattan,) I've decided to pursue the chargeback with my credit card company.

The tipping points were really the attitude of the team there. Tho generally helpful, I just continually got the vibe that: "I'm supposed to be OK with receiving a damaged watch."

When I brought it in because of the cosmetic damage, I was told "it happens all the time." "You shoulda seen how scratched the watches were in the old days."

When the wrong watch came in as a replacement, I was told that "no one coulda known that the wrong watch was going to come back."

Finally, as the watch arrives back in the store, I'm being told that "the watch is NEW. I should be happy with my NEW watch." Nevermind that this NEW watch has been sent back twice.

Well, guess what: I am not going to be happy when I receive a watch that's so scratched that I have to bring it back, and then stops running as soon as I bring it home the second time. Any attempt to make it seem like all of this should be OK is insulting to me.

Sad that I wasn't even offered store credit in such a situation instead of dragging this all out and forcing me to resort to my credit card company.

It's truly a shame. . . i'm a budding WIS and this is one of the premier dealers in the Northeast. I have a few business deals pending, and, if they go through, I'm looking forward to getting my first very high end piece (maybe a Patek or ALS.) Heartbreaking that I won't be getting it from Cellini's.
 

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I greatly respect your decision. Accept nothing short of the best, whether they be goods or services.
 

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Many years and some bitter experiences have taught one one thing about buying things: something NEW should NOT require repair, polishing, refurbishment or replacement of parts. If something NEW needs WORK done on it, then I don't consider it new--I consider it to be "damaged goods." Don't let a store foist a "problem item" on you. In the case of watches, you will have watches that customers or sales reps have dropped onto glass counters and tile floors, or that have had their lubricants dried out in a display window heated up by spotlights or direct rays from the sun . . . and the store will do its best to sell these items so they won't be stuck with them. No, if I were considering a new watch and it had scratches on it, I'd pass. Once you buy such an item, you are the one stuck with fixing the problems--and a watch that has to be polished and otherwise worked on isn't new . . . maybe we should call it BOS for "Beaten-up Old Stock"!
 
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