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Discussion Starter · #1 · (Edited)
I have already posted it on an Italian forum, I have found the time to do a (I hope not so bad) translation…

Let me tell you the story of my Jaeger-LeCoultre Grande Reverso Ultra Thin Duoface ...

I wanted a JLC Reverso from a lot of time, and in view of a major event in my life, I chose the ref. 3788570 for the elegance and the stunning white dial and also for the Dual Time function, which is "hidden" behind the simplicity of the timeless shape of the case.


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I have read many positive opinions regarding the quality of Jaeger-LeCoultre, which has manufacture more than 1200 calibers, registered about 400 patents, entering by law in the Watchmaking history.
The Manufacture, in Le Sentier, has hundreds of inventions and they have done more than a thousand calibers, including the smallest caliber in the world, movements with many complications and a timepiece with almost perpetual motion (Atmos). (Source Wikipedia).
I don’t quote all inventions (part of them are visible in the Wikipedia page) to be lighter on the description.
Also on the Forum, it enjoys great respect and is often cited as one of the best brand which can offer an excellent quality / price ratio in the range below 10,000 €.

I bought the watch in question by an authorized dealer JLC, at the end of July 2015 and I wore it with great satisfaction in the following days, but without being able to stop a moment to gather ideas about it, because my days were full of commitments.
About two weeks after the purchase, on vacation, I realize that the white dial of my reverso (for me the most beautiful dial of the two ..) showed a huge printing defect.
As you can see in the photos, the print is rotated; the watch, to my eyes, lose all the beautiful symmetry and harmony of the parallel lines of the case.


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At first, I could not believe and I tried to look better, thinking that I was wrong, but the flaw was there and it was visible even to the naked eye ...
Many times I have wondered how, a clock like that, which has a higher cost than that of a compact car, may have been made so carelessly ....all over the watch is there in less than 5 x 3 cm ... the inspection should be simple .. but nothing! the fault is present!
I thought that the dials flawless were the norm in this price range, expecially a printed dial, that is easier to make because there aren’t any applied index, but apparently I was wrong.
Even my Seiko 5 dials have a well executed dial .. then, I wonder, because the coast offers more than 120 times compared to a Seiko 5 ... precisely, What I have paid with the conspicuous difference?

I thought about the “Milionomètre”, invented by Antoine LeCoultre in 1844, the founding father of the House of my watch, which also bears the name imprinted on the dial. This instrument was the first in history able to measure the micron (ie the hundredth of a millimeter), thus allowing an accurate production of the parts of the watch. If he were alive, and becomes aware that his name is engraved today, to "guarantee" brand of watches that have flaws visible to the naked eye, even in the eyes of the profane (not a watchmaker, I do other in my life ..) probably will not take well…
I thought, again, to "1000 hours control" logo which is marked on my watch, as guarantee that all is ok.. Is it possible that, who has mounted the dial, who adjusted and checked my watch, and finally, those who have made the final check, did not notice, as I did, the defect?

Disappointed but determined to resolve, I sent some mail to the International Service Center, and in the following days, I got agreement with the official dealer from I had bought the watch less than one month before.
I should point out that I preferred to first contact to call for service, because of the distance between me and the Official dealer.
The JLC customer care has requested the photos, which I promptly sent in high resolution, for the evaluation; I was asked to send the watch to their repair center to Milan to further evalutations: I would have to pay the entirely cost of the expedition, or I would have to turn the watch to an official dealer.
I decided to return the watch to the dealer where it was purchased, in view of a journey that would allow me to get closer to the place where I had bought the watch.
The dealer's owner was very kind and absolutely seriously, did everything possible to ensure the watch was sent as soon as possible to the service center.

I personally called the service center to find out if they have noticed the flaw as a defect, but in, albeit gently, for answers, I had no information to my question.
I was told that any operation would have been necessary, they would have called and informed me, in advance, to get permission to do so.

The watch is back at home, at the expense of the dealer, whom I thank; now the dial is perfect, shame that the accompanying letter to my watch, there is no entry for the replacement of the dial, but it was mysteriously replaced.

These photos are modified to remove the references of my watch and the dealer:

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In italian, there is written that they have done a maintenance service (after a few of months of life, yes..), but there is nothing about the dial..
There is written also that they have changed the battery if it was necessary..

Here my old-new watch:

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None has asked me what they have to do, differently from what I was told by the service, and, even, I have not been alternative proposals: I was just informed that the watch was "ready."
The Jaeger-LeCoultre did not admit any fault, even at the request, and did not send, which I enjoyed, no letter of apology for an incident that, for me, it’s really shameful...
The original dial trace remains only in pictures and in my memory.
I really love this watch but I think this will be the first and last watch of this maison, and, if it were not tied to important personal events, I would have already sold it for the honesty and trasparency of this maison.

I again thank the dealer, who gave exemplary behavior, as opposed to the conduct of the Jaeger-LeCoultre.
I remain open to any discussion and clarification by the Maison: the hope is the last to die!

I thank those who have had the patience to read this far and excuse me for my bad English.
My little contribute to a forum from i have learned a lot.

Thank you
 

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The dial in the first pictures appears very slightly shifted and rotated counterclockwise. The alignment looks better after service. I would not be concerned about the letter being complete since the defect was corrected.
 

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At first, I didn't notice the shifted dial. But when I did, I understand how you would feel very very annoyed. I feel an itch in my eyes I can't scratch. Lol.
 

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Thanks for sharing this.

Glad it was all sorted for you, but as we've been discussing in the other threads this sort of thing is not acceptable. I was really contemplating a JLC perpetual as my next watch, I've been scared off it a bit to be perfectly honest. I won't be selling my TT1931 as I love it too much, but must say I'm a little gun shy to make a big purchase after hearing such stories.
 

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I disagree. The Company must accept the fault in the watch and acknowledge the replacement to correct it.
The dial in the first pictures appears very slightly shifted and rotated counterclockwise. The alignment looks better after service. I would not be concerned about the letter being complete since the defect was corrected.
 

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Sorry that your original dial was tilted, but JLC switched it out and serviced the watch (the service wasn't necessary or asked for, but it probably ensures that they took further care to make sure you didn't have any further issues). I can't imagine that they would send you a letter apologizing and saying that they were careless in the creation of a watch... in the internet age, that could float around and look bad, which I'm sure they'd want to avoid.

All that said, they corrected the issue for free and it's back on your wrist. No one is infallible. I have a close friend who recently bought a Patek 5711 that showed up with the indices tilted incorrectly and a smudge on the inside of the crystal. And that's on a watch that cost considerably more than your new Reverso.

I own an Ultrathin Duo Bleu, a Geophysic, and will be adding a Tribute to Deep Sea Memovox in the next week or two. The Geophysic had a movement issue about 2 months in, and the JLC Boutique sent it in, had it serviced and fixed for free, sent me a JLC travel roll on it's return and gave me a letter offering a discount on a future purchase. That was more than I'd hoped for. I paid for the watch just wanting the watch to work. Now it works and I've got free extras. That customer service, coupled with fantastic and timeless design, has led me back for another piece. Be happy your watch is in perfect working order and looks great... and congratulations on a great watch choice.
 
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Sorry that your original dial was tilted, but JLC switched it out and serviced the watch (the service wasn't necessary or asked for, but it probably ensures that they took further care to make sure you didn't have any further issues). I can't imagine that they would send you a letter apologizing and saying that they were careless in the creation of a watch... in the internet age, that could float around and look bad, which I'm sure they'd want to avoid.

All that said, they corrected the issue for free and it's back on your wrist. No one is infallible. I have a close friend who recently bought a Patek 5711 that showed up with the indices tilted incorrectly and a smudge on the inside of the crystal. And that's on a watch that cost considerably more than your new Reverso.

I own an Ultrathin Duo Bleu, a Geophysic, and will be adding a Tribute to Deep Sea Memovox in the next week or two. The Geophysic had a movement issue about 2 months in, and the JLC Boutique sent it in, had it serviced and fixed for free, sent me a JLC travel roll on it's return and gave me a letter offering a discount on a future purchase. That was more than I'd hoped for. I paid for the watch just wanting the watch to work. Now it works and I've got free extras. That customer service, coupled with fantastic and timeless design, has led me back for another piece. Be happy your watch is in perfect working order and looks great... and congratulations on a great watch choice.
Glad to hear that the OP's problem was actually nothing after all! I'm now convinced after hearing about how you personally didn't have the same customer service problem (still also had a watch issue though) or that someone you knew had an even worse problem, making his meaningless!

Do you also own rose-tinted glasses made by JLC?
 

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Glad to hear that the OP's problem was actually nothing after all! I'm now convinced after hearing about how you personally didn't have the same customer service problem (still also had a watch issue though) or that someone you knew had an even worse problem, making his meaningless!

Do you also own rose-tinted glasses made by JLC?


That was nice, thanks. I simply said that no one is infallible and that JLC has beautiful and timeless design. Obviously there is some heartburn that it wasn't correct the first time, but it is now. Share the story, but rather than expect an apology letter, be happy that they rectified the issue.

I shared my perspective. Not saying the OP's problem was nothing, just saying that it was corrected. I did have a great experience, maybe he didn't. I was just saying that for every negative, there must be many positives for the brand to be around as long as they have with the prestige they have.

And I don't own any rose-tinted JLC glasses, thank God. If I did, I'd probably be able to see even more clearly how awfully smug you are, Dora.
 
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Also, after all that... sorry for the difficulties you had to go through, Moonsaurus. It does suck to have to deal with an issue with a watch, especially one of this value and so soon after purchase, but at least you caught the issue and it is now fixed. Wear it in the best of health.
 

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That was nice, thanks. I simply said that no one is infallible and that JLC has beautiful and timeless design. Obviously there is some heartburn that it wasn't correct the first time, but it is now. Share the story, but rather than expect an apology letter, be happy that they rectified the issue.

I shared my perspective. Not saying the OP's problem was nothing, just saying that it was corrected. I did have a great experience, maybe he didn't. I was just saying that for every negative, there must be many positives for the brand to be around as long as they have with the prestige they have.

And I don't own any rose-tinted JLC glasses, thank God. If I did, I'd probably be able to see even more clearly how awfully smug you are, Dora.
I disagree that once the watch was fixed that he should forget about the way he felt about his experience in the end. He bought from an AD, not the grey market so how he is treated as a customer is important. It's like if he found hair in his food at a high-end restaurant and received no apologies. This should not be the case for a luxury brand ever, never mind the fact that their watches seemingly have the same problem as fake watches from Canal Street with misprinted dials.
 

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I disagree that once the watch was fixed that he should forget about the way he felt about his experience in the end. He bought from an AD, not the grey market so how he is treated as a customer is important. It's like if he found hair in his food at a high-end restaurant and received no apologies. This should not be the case for a luxury brand ever, never mind the fact that their watches seemingly have the same problem as fake watches from Canal Street with misprinted dials.


That's a fair viewpoint. I agree that he shouldn't just forget about the service he received. I'm glad it's fixed and correct now, but if they were rude about it, I can understand the hesitation with going back. That said, yes, maybe the letter your received should have mentioned work on the dial, but I can also understand from their business point of view that they wouldn't want that out there. Apologies on the company letterhead probably have to get approval from high up...

Anyway, as previously stated, wear your new (and now perfect) Reverso in the best of health. It really is a beautiful piece. Also, on the brighter side of things, you do know that your AD will go to bat for you, and having a great AD is always a positive.
 

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I must confess I couldn't see anything wrong with the dials on your first few pics.

Anyway, good that the problem was rectified. I really can't see what else they can do for you, short of giving a free strap or something. I myself don't expect such gifts, although I would of course accept them.
 
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I must confess I couldn't see anything wrong with the dials on your first few pics.

Anyway, good that the problem was rectified. I really can't see what else they can do for you, short of giving a free strap or something. I myself don't expect such gifts, although I would of course accept them.
If you look at the spacing between the railroad marker print and the bezel, it is not even on the dial. I put red lines to highlight this - if you look between the top two or bottom two back and forth, it is easier to notice (I zoomed in when applying the red lines to get it as accurate as I could). Also if you follow the inside of the bezel with a close eye from left to right or top bottom you will notice the slant in relation to the railroad marker print.

As for the OP's service letter I find it disappointing JLC did not mention the reason as to why the watch was sent in to be fixed in the first place, especially when it was something their fault to begin with. An apology is certainly a sensitive subject, but to me, it's as if they wanted to cover their mistake by failing to acknowledge it.

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If you look at the spacing between the railroad marker print and the bezel, it is not even on the dial. I put red lines to highlight this - if you look between the top two or bottom two back and forth, it is easier to notice (I zoomed in when applying the red lines to get it as accurate as I could). Also if you follow the inside of the bezel with a close eye from left to right or top bottom you will notice the slant in relation to the railroad marker print.

As for the OP's service letter I find it disappointing JLC did not mention the reason as to why the watch was sent in to be fixed in the first place, especially when it was something their fault to begin with. An apology is certainly a sensitive subject, but to me, it's as if they wanted to cover their mistake by failing to acknowledge it.
Ah so. Thanks for that. I must say I might have missed it if it were my watch.

Reminds me of my TT DSA. When I sent it in under warranty, it came back with the bezel rotated 90 degrees. I had to send it in again. They corrected their mistake but there was no apology. Maybe I should've raised a hue and cry.
 
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Discussion Starter · #18 ·
Thank you! Me too, now i'm watching for new brands, like Nomos; they don't have such history but the qualitiy control seems to be much better
 
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