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I am having an extremely bad experience with Cartier watch serivce in Hong Kong, which is run by Richemont Asia Pacific. Can someone please help me find the contact info of the workshop in Switzerland where parts shipments are made worldwide? Let me tell you why I want to contact the workshop.

Briefly, the back of the middle case of my Basculante was scractched during Cartier service and I asked for a free case back replacement. The service people of Richemont kept saying the part was no longer available and asked me to settle for polishing. Luckily, I found out from other sources the part is in fact available, though expensive (and that's why they lied). I presented them this fact and they suddently said they were able to find a new part and agreed to a free replacement, but the part from Cartier's workshop in Switzerland would take 10-12 weeks to arrive.

I waited for two months. When I went to collect the watch a few days ago, I felt that the case back is too shinny and smooth and it doesn't feel like the one I was used to. It dawned on me that they might have merely polished the case back to deceive me into believing that I am receiving a new part! So I didn't collect the watch. (Richemont is a big name, but the stadard isn't the same everywehre. Richemont here in HK obviously has an inferior standard, including dishonesty.)

I've asked them to show me the old (replaced) case back, but they haven't responded yet (I bet they would give excuses for not being able to show the old part). Now I want to find out if the workshop in Switzerland had recently sent out the part to Richemont in HK. If the answer is no, then it is conclusive that I have been lied to and seriously mistreated.

That's why I want to contact Cartier's workshop in Switzerland. I really appreciate if someone can help.

Finally, can a watch technician/expert tell if the case back has been polished? If yes, I may also ask such a person in HK to help me verify if the case back is factory new or has been polished (reconditioned).

(This isn't the first time Cartier service here has scratcded the case back. The full story is very intriguing and there is more to Richemont's inferior, if not corrupt, watch service in HK. Should you be interested, I can email you a WORD file with details.)

Hunghung
 

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I went to the Boutique today to look at the old (replaced) middle case front and case back. They look brand new and the back is flawless (it actually looks more authentic than the more shinny back on the watch). However, the old case back should have some 4-5 scratches and those scratches were why I asked for a case back replacement.

I am puzzled and I didn't collect the watch. I don't know what to think. Would someone take the challenge of explaining this mystery? Sherlock Holmes is welcome.
 
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File a claim to Cartier International SA Genève, Boulevard James-Fazy 8, CH-1201 Geneva.
 

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File a claim to Cartier International SA Genève, Boulevard James-Fazy 8, CH-1201 Geneva.
It is still immature to write to Cartier International. I want to hear what the service people here have to say about the mystery.

Would you like to take a shot on this mystery?
 

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File a claim to Cartier International SA Genève, Boulevard James-Fazy 8, CH-1201 Geneva.
A Cartier (HK) customer relations staff called me today. She said that the middle case on the watch is indeed new and the old part I saw is indeed the old part taken from my watch. I pointed out that the old case back should have scratches and also that (the first time I went to collect the watch) two Boutique staffs saw the scratches and the Boutique had taken two photos showing the scratches.

To my amazement, she kept insisting that the old part I saw was taken from my watch even though this is evidently false (how can the case back with scratches miraculously become flawless?). I come to the conclusion that she isn’t interested in finding out the truth and/or telling me the truth. However, she offered to put the old part back to the watch if I choose.

I think I am going to write to Cartier International and/or Richemont International about the substandard watch repair service and dishonest conduct. Concerning the watch, I think the old part shown to me is in fact a new part. Should I tell them to put it on the watch or should I wait for findings from Cartier International and/or Richemont International?

I appreciate any suggestion.
 
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Hard to comment on your finding because nobody of us has seen what you have seen and heard what you heard.

Further steps are up to you.

Never experienced a problem with my Cartiers being serviced. Even the replacement of a dial of a limited edition (1000 pieces, Must de Cartier ART DECO) went smoothless as expected.
 

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If I were to hazard a guess at human behavior, it is entirely possible that they lied and the pieces they are showing you are new, and your watch was simply polished. Them telling you that 'if you want you can have the old back being put on' (which are probably new backs) is wanting to make things better without wanting to admit that they were lying to you to begin with. You could just go ahead and take them up on the offer, if they appear to be the new parts.

If you are the change-the-world types you could then write to Cartier Int'l to express your concerns regarding the very strange situation, but I would hold off on calling them drop-dead-liars explicitly. Just express your concern and disappointment.
 

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Thanks spluurfg.

I am the rightgeous type. They have sufficiently mistreated my watch and me to make me fight back.

It is eye opening to learn that those people running a top name brand operation has the audacity to play such a trick on a client. (The last part of the trick is hilarious: they want me to believe that the scratched part suddenly becomes flawless.)
 
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