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Discussion Starter · #1 ·
I would like to express my disappointment in Longines brand after a recent experience I had with your warranty repair services.
From what happened, I feel that your service department is trashing your long term brand name for a few extra bucks.
I purchased this watch (serial number 47552, case number 468465698) approximately 2 years ago.
No problem with my watch until the battery ran flat. (no any other damaged)
I took the watch back at a local store in Mount Ommaney Queensland 4074 to replace the battery.
There I was told that the watch is still under 3 years warranty, the battery will be replaced at no cost, but it has to be sent away to get done.
2 weeks later I was telephoned by a Longines repair Technician, and told that the crown is damaged and it will cost over $650 to repair. I declined the damage that happened on my watch and asked the watch to return so I could check out its condition.
I was called a week later by the local store proposing to reduce to $450 to have the watch repaired, which I again declined.
On receiving the watch back from the local store a week later, I realised the dial to turn the needles is tightly jammed so that it does not turn or move any more.
I asked the sales staff to check out the watch while I was there, she could not turn the dial either, she said that’s why they wanted to get paid and get it fixed.
My question is, Who damaged my Watch?
Would you buy this brand again if you were me?
 

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When you took it in for the battery change were you given a receipt and if so what was written on it I assume you have consumer laws why not use them to get this matter sorted I would have thought that shop at time would note any obvious problems with it and not being able to move the hands with the crown should have ben spotted
 

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Discussion Starter · #3 ·
Thanks for clarify question.
The staff in the store spent a good 15 minutes to study my watch under special glass, and noted the below conditions in her report. She also pulled the dial to turn the needles and checked the watch carefully in great details.
With my normal eyes, I could hardly see of any scratches, but On my receipt, I found the following notes:
  • Band scratch
  • Case scratch
  • Dial worn
  • Glass worn,
However, there was nothing about the crown or dial got jammed
 

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Does it have a screw down crown? If so, I bet the person in your local shop cross-threaded it after checking it out when you dropped it off, so Longines considered it broken when they received it. However, since its under warranty i think it’s pretty crappy that Longines wouldn’t repair it in the name of goodwill since they already have it in their shop.
If it’s not a screwdown crown then it must have gotten damaged in shipping, but that’s a pretty bad stroke of luck.
Unfortunately you’re probably going to be caught between the local shop and Longines pointing their fingers at each other.
I would have a hard time buying another Longines if they did that to me.
 

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Discussion Starter · #6 ·
Does it have a screw down crown? If so, I bet the person in your local shop cross-threaded it after checking it out when you dropped it off, so Longines considered it broken when they received it. However, since its under warranty i think it's pretty crappy that Longines wouldn't repair it in the name of goodwill since they already have it in their shop.
If it's not a screwdown crown then it must have gotten damaged in shipping, but that's a pretty bad stroke of luck.
Unfortunately you're probably going to be caught between the local shop and Longines pointing their fingers at each other.
I would have a hard time buying another Longines if they did that to me.
Does it have a screw down crown? If so, I bet the person in your local shop cross-threaded it after checking it out when you dropped it off, so Longines considered it broken when they received it. However, since its under warranty i think it's pretty crappy that Longines wouldn't repair it in the name of goodwill since they already have it in their shop.
If it's not a screwdown crown then it must have gotten damaged in shipping, but that's a pretty bad stroke of luck.
Unfortunately you're probably going to be caught between the local shop and Longines pointing their fingers at each other.
I would have a hard time buying another Longines if they did that to me.
Yes it does have a twist-in crown. Therefore without pulling the dial out, you will not be able to damage it.
The company got back to me confirm it can not be damage during postage & handling because it was boxed inside a tough case.
For that reason, I am still have to pay to get the watch fixed.
Longines customer service recently quoted me $290 which I am ok to go ahead for them to fix it, but I am sure this issue kills my taste for the brand.
Pity, it picked up this brand from my old dad who has a good collection of the watches over his years.
Perhaps, it's time to go to apple products.
 

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Thanks for clarify question.
The staff in the store spent a good 15 minutes to study my watch under special glass, and noted the below conditions in her report. She also pulled the dial to turn the needles and checked the watch carefully in great details.
With my normal eyes, I could hardly see of any scratches, but On my receipt, I found the following notes:
  • Band scratch
  • Case scratch
  • Dial worn
  • Glass worn,
However, there was nothing about the crown or dial got jammed
You should then win the case easily as it was fine when you took it in use your countries civil system and sue them If this wasin the uk it does not matter who blames who
 

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Discussion Starter · #8 ·
Thanks for your comment,
I am pretty sure I would have a good case if l take the matters to Office of Fair Trading Australia.
It would cost Longines more trouble than few hundred buck they earned from repairing my watch.
However, I do feel disappointed that the big brand has done something like this to a long term customer.
 

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If a Swatch service centre damaged your watch then they should put it right. Good look with that. I would suggest doing some digging to find the emails of directors/brand managers. I’m not posting details but head to the the Swatch Group corporate website.

That said, learn a lesson...never send a watch off for a battery replacement.
 
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