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I wonder if many of you bros out here have had bad experiences with the LVMH service center for your Zenith watches?
I am totally disappointed at how LVMH has handled the Zenith brand. It has been one disappointment after another.
I sent my Zenith El Primero in for a complete overhaul sometime in June and was given a service chit that said 5 weeks for collection and that it would be done locally, not at the Zenith workshops. Upon the 5th week, I was told it would be delayed again. I was disappointed but nevertheless, hoped that they would do a good job with the overhaul. One of the rules in service is to underpromise and overdeliver but this was hardly the case.
On the actual day of collction, the watch was received in a condition with slight scratches on it even though I had paid extra dollars for the polishing service. The chrono counter hands were not aligned and there were smudges on the dial.
Highlighting the fact to the counter staff, they told me it was because I was looking at it through a loupe. I insisted on them fixing up the chronograph hand alignments and clean up the smudges. Another long wait. Asked for a beat and amplitude printout but was told the machine was down. Pretty unacceptable for a watch service center.
Took the watch out that day and ran the chronograph for the next 10 hours and to my horror, some of the screws in the movement came apart and some levers of the movement became dislodged. All within 12 hours of getting the watch back.
Took leave the next day to get it fixed, went down to look for the manager who assured that he would get the watch fixed. I went back at noon to pick up the watch and this time, the chrono counter hands were misaligned. Worse! the 12 hour counter hand was bent. Since I was short of time, I decided to go back in a couple of days to get them to rectify the issue.
3rd time at LVMH - Told them about the bent counter hand and that it was on the verge of scratching the dial, the counter staff said it didn't look that way and the technician said that was how it was supposed to be. I insisted on rectification of the problem and was told I had to wait another 10 days. 10 days to fix a bent hand?! Couldn't help it since I had already shelled out so much money for the overhaul, about $1350+.
4th time back at LVMH to collect the watch. Didn't look they fixed it, and hands were still misaligned. Again I had to wait for half a day to get it fixed.
5th time into the service center and it is marginally better, the chrono counter hand is still bent, hands are marginally misaligned and they have now introduced smudges onto the movement plate. Did they even perform any work on it? If they did, must have been too minimal to be noticed. And the beat rate and amplitude machine is still down after close to a month, what is going on at this service center?
At that point I felt it was pointless asking them to do further work. It would only get worse.
I am TOTALLY exasperated at the quality of service and workmanship. It has made owning the watch a total pain, a great waste of time, effort and money. No doubt Zenith is a great manufacture, but the after- sales service is really on a whole new level in a negative way. Having shelled out so much money, I was expecting a better finish instead of the "Take it or leave it attitude".
Purchasing a watch costing tens of thousands of dollars, the customer does not buy just the watch or the brand, it also includes good after-sales support. It is a complete package when buying such a watch, that is what it means if Zenith intends to compete on the top tier of watchmaking.
By chance, does anyone have the contacts to LVMH or Zenith watches? I would like to send some feedback but am unable to get any email addresses?
Thanks in advance
I am totally disappointed at how LVMH has handled the Zenith brand. It has been one disappointment after another.
I sent my Zenith El Primero in for a complete overhaul sometime in June and was given a service chit that said 5 weeks for collection and that it would be done locally, not at the Zenith workshops. Upon the 5th week, I was told it would be delayed again. I was disappointed but nevertheless, hoped that they would do a good job with the overhaul. One of the rules in service is to underpromise and overdeliver but this was hardly the case.
On the actual day of collction, the watch was received in a condition with slight scratches on it even though I had paid extra dollars for the polishing service. The chrono counter hands were not aligned and there were smudges on the dial.
Highlighting the fact to the counter staff, they told me it was because I was looking at it through a loupe. I insisted on them fixing up the chronograph hand alignments and clean up the smudges. Another long wait. Asked for a beat and amplitude printout but was told the machine was down. Pretty unacceptable for a watch service center.
Took the watch out that day and ran the chronograph for the next 10 hours and to my horror, some of the screws in the movement came apart and some levers of the movement became dislodged. All within 12 hours of getting the watch back.
Took leave the next day to get it fixed, went down to look for the manager who assured that he would get the watch fixed. I went back at noon to pick up the watch and this time, the chrono counter hands were misaligned. Worse! the 12 hour counter hand was bent. Since I was short of time, I decided to go back in a couple of days to get them to rectify the issue.
3rd time at LVMH - Told them about the bent counter hand and that it was on the verge of scratching the dial, the counter staff said it didn't look that way and the technician said that was how it was supposed to be. I insisted on rectification of the problem and was told I had to wait another 10 days. 10 days to fix a bent hand?! Couldn't help it since I had already shelled out so much money for the overhaul, about $1350+.
4th time back at LVMH to collect the watch. Didn't look they fixed it, and hands were still misaligned. Again I had to wait for half a day to get it fixed.
5th time into the service center and it is marginally better, the chrono counter hand is still bent, hands are marginally misaligned and they have now introduced smudges onto the movement plate. Did they even perform any work on it? If they did, must have been too minimal to be noticed. And the beat rate and amplitude machine is still down after close to a month, what is going on at this service center?
At that point I felt it was pointless asking them to do further work. It would only get worse.
I am TOTALLY exasperated at the quality of service and workmanship. It has made owning the watch a total pain, a great waste of time, effort and money. No doubt Zenith is a great manufacture, but the after- sales service is really on a whole new level in a negative way. Having shelled out so much money, I was expecting a better finish instead of the "Take it or leave it attitude".
Purchasing a watch costing tens of thousands of dollars, the customer does not buy just the watch or the brand, it also includes good after-sales support. It is a complete package when buying such a watch, that is what it means if Zenith intends to compete on the top tier of watchmaking.
By chance, does anyone have the contacts to LVMH or Zenith watches? I would like to send some feedback but am unable to get any email addresses?
Thanks in advance
hard to make more $$$ so can buy more timepieces 
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