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COA, replacing chrono hand. OP asked for all new or refurbished hands, got just the one.
Totally outrageous prices, makes me feel sick to think what these "repair & maintenance" men have done to the insides of this watch, after seeing the disgusting job of the outside. No wonder the "case refurbishment" was relatively low priced, they must have an Orang-Utan with a selection of hammers doing the case work.
 
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COA, replacing chrono hand. OP asked for all new or refurbished hands, got just the one.
Totally outrageous prices, makes me feel sick to think what these "repair & maintenance" men have done to the insides of this watch, after seeing the disgusting job of the outside. No wonder the "case refurbishment" was relatively low priced, they must have an Orang-Utan with a selection of hammers doing the case work.
I doubt it, the movement would have been serviced by highly trained Tag/Heuer watchmakers no doubt, very expensive though.
The case was probably tossed to an apprentice.
 

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The case was probably tossed to an apprentice.
Said red-furred apprentice failed to catch it before it fell into the OUT tray, I think.
 
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8 months IS fast for vintage service by one of the OEM, 1 year plus is typical, often much longer.
and the prices charged are the lowest I have seen by one of the manufacturers - sadly the quality of the work is even lower, though I assume the movement service was done well.

just make sure the "new hands" you receive are the correct ones for this model, the failure to replace all the hands makes me fear they do not have those hands, otherwise why the partial exchange ?

afraid this isn't over yet and sadly might turn out like predicted - but I hope I'm wrong.
 

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Discussion Starter · #66 · (Edited)
just make sure the "new hands" you receive are the correct ones for this model, the failure to replace all the hands makes me fear they do not have those hands, otherwise why the partial exchange ?

afraid this isn't over yet and sadly might turn out like predicted - but I hope I'm wrong.
Don't worry, there are NO "new hands". I just received my watch back, send to me from NJ, without any earlier phone or e-mail notification, and - surprise, surprise! - the watch basically was returned exactly like it was before. Looks like they tried to polish the case, with limited success. Sides looks better now, no dings or scratches, however back of it looks exactly like it was. I think I'll take sandpaper in my garage and fix that myself. My biggest disappointment though comes from the fact that they did nothing to the hands. I still have a brand new, bright orange second hand and two other hands with broken, partially gone lumen. Together this looks nothing like "the same appearance as the day you bought it" - quotation from their own website.

 

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What the-!
Surely you aren't leaving it at that? They need to live up to their promises, and regardless of how well the motor runs, this so-called "restoration work" simply is not good enough, and you need to keep onto them. Either ask for a full refund, or get them to complete the work in a proper manner. Do Not Touch The Watch Yourself!!! This will invalidate any work done already by them, and you will regret that.
Complain, complain, complain. Send photos via email to the head office, complain on their website (if possible), and keep after them.
Shocking, just shocking.
Good luck,
Bob.
 

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Discussion Starter · #68 ·
... Either ask for a full refund, or get them to complete the work in a proper manner. Do Not Touch The Watch Yourself!!! This will invalidate any work done already by them, and you will regret that.
Complain, complain, complain...
I sent a letter to that nice lady in NJ, who told me to send this watch to her. I hope she will respond and offer to me some kind of a solution.


... complain on their website (if possible)...
I don't see any "complain boxes" over there, however I found another interesting thing. Let me quote:

"Watches international repair warranty Following maintenance carried out in an Official TAG Heuer Service Centre, an international repair warranty card is provided with your watch. This extends the warranty on the work carried out by one year."

Well, I didn't received any "repair warranty card".
 

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If you did not get a warranty card, that must be because they know the work is sub-standard. Get in touch with all parties involved, ask why you did not receive your warranty card, and keep up the pressure. ASK for a full refund, as the work is not as promised.
They have to keep their word regarding the work, remember that.
 

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I would not go out of my way to piss off what may be the only folks who have parts for your watch. It is sufficient to itemize your concerns and see how they choose to resolve the problems.

I used to work for an infrastructure suppler who had millions of customers serviced by many call centers. Many times friends would complain to me about issues with our service. My response was the company did genuinely try to do its best but sometimes even pros bobble the ball. Escalate and see what happens.

(I would also tell them if they got a turkey care rep to just hang up and call again... the next one will be better. Not sure that applies in this instance but it is still a good tactic in many situations :-d)
 
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"Take care not to piss off the only people who may have parts".
So the customer care so far has not been less than exemplary? He's got to be nice to someone who has made a mess of his watch AND treated him with less than the deference a customer deserves?
You can't defend such bad business attitude and non-existent dialogue, Eeeb. Just how many times do you have to send your watch before you get what is promised, we aren't talking about some nondescript *bay seller's poor returns record here, but one of the top Swiss watch manufacturers.
Don't drop your pants and bend over, polonus, get some restitution, you have got a case.
There are not two sides to this coin, the customer is always right.
Bob.
 

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...
There are not two sides to this coin, the customer is always right.
Bob.
Not true, as anyone who has dealt with the public will know. But irrelevant in this case.

I am just suggesting a tactic which is most likely to produce a favorable resolution. Maybe he actually wants his watch restored properly. Or maybe he is looking for war, grief, bluster, aggravation and dissatisfaction.

He came here for advice. We have given it. We have both done our best. It is not the same advice. Such is the nature of reality.

The OP now has more information than he started with and a couple of ways to proceed. Such is the nature of forums :)
 

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Discussion Starter · #74 · (Edited)
I called TAG Heuer repair center in NJ last week. They promised me that supervisor will call me back in 48 hrs, but nobody did. So I called today again - this time they promised me to call me back within 24 hrs. Will see.

/edit/ Someone actually called around 3 PM. She promised that she'll look into it and do all necessarily repairs. Now what I need is to send her pictures of that watch.
 

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Discussion Starter · #75 ·
Letter from TAG on Sep 25th, 2014:

Hello,

I will forward the pictures to out watchmaker to look over and I will get back to you once I return to the office

[name withheld]
Team Leader
LVMH Watch & Jewelry USA
After Sales Service division
966 S. Springfield Ave
Springfield, NJ 07081


She was out of the office until Wednesday, Oct 1st. Today is Thursday, Oct 9th and I didn't hear from her anything yet.
 

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It sounds like you have done everything right so far, and they have done everything wrong.
There is no defence for such slow, lacksadaisical attitudes in any business on this planet.
Is this whole arm of the company run by "Stoners"?
Get your money (if you can) and your watch back and send it to a real watch repairman.
 

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Discussion Starter · #77 · (Edited)
I just received a letter from Switzerland. It says:

We have been forwarded your below e-mail through TAG Heuer USA further to our last repairs on your Vintage Heuer Carrera chronograph.
May we take this opportunity to confirm the following.

Case back. As you may appreciate there was an electric engraving on your caseback; therefore the material may look like eated and it is not possible to remove everything. I have been advised by our Senior watchmaker that these are not scratches but the old engraving that remained and still appears. Moreover if the case back is polished more, there is a risk of damaging the opening/ closing catches on it. Please note the consumers of Vintage pieces usually do not want their engraving to be removed and we are working on demand.
Now if you would like us to replace your case back this is possible as still on stock but will be chargeable.


Not exactly. It is true, that case back was engraved, however TAG Heuer examined watch before telling me that case will be refurbished and 1) they try to remove the engraving and 2) they charged me full price for refurbishing this case.

I would be OK with that situation if, after examining the watch, they would tell me that they will not touch engraving or they will not be able to do it -and they would let me decide what to do THEN, or if they would replace the case back, even for a fee - before that ill repair. Now, when my watch was twice in Switzerland and they offer me a case back replacement for a fee I fill like it was an insult from them.

Hands. The hands on the Vintage timepieces are not systematically replaced but only the ones that the Senior watchmaker judges too damaged. If you would like us to replace them, this is on your request only. Please note the consumers of Vintage pieces usually do not want their old hands to be replaced and we are working on demand also. Please be informed we can replace your Hour/Minute hands if you would like to as they are still on stock.

I did request to replace hands of that time piece. And TAG replaced just one of them. Why only one? Why they left the other two untouched? Why do they offer this for me now, when I requested that twice - before the first repair and after I received my time piece for the first time. If they didn't know the first time why they didn't ask? And when they received the watch second time why they didn't fix it?

Bracelet. We have been informed by TAG Heuer USA during the repair that you would like a steel bracelet replacement. As there are no Heuer bracelet left but only TAG Heuer originals, they have been informed accordingly and the repair was approved with it so that's what we have fitted.
Please note we can also adapt a black calf leather (not original) with a Heuer original buckle and this is chargeable also.


Maybe the TAG Heuer in USA was informed about something, however I wasn't. I had communication problem from the get go wit TAG, especially that I dropped my watch at my local jeweler. They never called and when I called them, they never had any informations for me. If you read this tread from the beginning, you are very well aware of that problem. I would never say OK for a plain, modern bracelet for 180 dollars only because it has a TAG logo on it. I could buy exactly same bracelet, sans logo, for 10 dollars on ebay. Offering me leather strap for a fee at that point is an insult too.

We hope to have clarified the situation and we stay at your disposal should any of the above demand be yours and you may confirm this to TAG Heuer USA.


Yes, they clarified their point of view, however it looks totally different from where I look into it. I will not be satisfied until they either finish the case refurbishing - to my satisfaction, or give me money back. That means new case back, if they don't know how to fix it, or full refund, so I can send it to another shop. I also want new hour and minute hands. I wanted them from the beginning an I asked for them after first return of that time piece. Thirdly I want them to take back the bracelet and give me money back. Or, if they prefer that way, I can accept leather strap with Heuer buckle if it will come from them as a gift with apology. Not as a another ill try to sell me something.
 

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Post a link to this thread on the Tag Heuer forum, if you have not already done so.
Explain your predicament and see what they have to say that may help you.
Also send a link to this thread to your Tag Heuer contact, see what their reply is.
Explain also what has gone on before.
Then try legal recourse if you are still unhappy.
Good luck,
Bob.
 

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Discussion Starter · #79 ·
I already sent link to this tread to TAG Heuer tweeter. I'm not sure what TAG Heuer forum you talking about. Can you help with that?

TAG responded to twit, it was that quoted above letter and we are in contact now. I hope next week they will answer me if they agreed with my expectations.
 

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The Tag Heuer forum is on WUS in Watch Brands forums. Here is a link to it.

TAG Heuer
 
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