Should the amount you pay for having your watch serviced include (some) parts change?

[shou.biao.kuang]

Hi all,

I recently had my watch serviced by a watch maker and two weeks after taking it back, the watch stopped moving. I went back to the watch maker and was told that the auto-gear (not sure the exact name, it is reddish-purple in colour) had worn out and hence needed to be changed. I was taken aback as I was told having your watch serviced would include some parts changed as a package.

So some views here would be great. What would servicing your watch include? RSC mentioned that they will change certain parts as part of the package but what exactly is/are included? Do you think this "auto-gear" part should be included and that I am not being ripped off?

[triton]

im not sure how much you paid for your service and what brand is the watch.

usually when i send in my watches for service, the watch technician will open the case back and have a look and advise me say $X for basic service - cleaning and oiling. replacement of parts will be chargeable.

upon agreeing the price, i will ask the watch technician to proceed. if any parts after needs to be changed, i ask the watch technician to call me and advise me the cost first.

i cannot comment whether you have been ripped off. this is because you did not mention what the cost of servicing is and the cost of the part that needs to be changed.

my advice is that before proceed with service, always have a verbal agreement what is included.

Hi all,

I recently had my watch serviced by a watch maker and two weeks after taking it back, the watch stopped moving. I went back to the watch maker and was told that the auto-gear (not sure the exact name, it is reddish-purple in colour) had worn out and hence needed to be changed. I was taken aback as I was told having your watch serviced would include some parts changed as a package.

So some views here would be great. What would servicing your watch include? RSC mentioned that they will change certain parts as part of the package but what exactly is/are included? Do you think this "auto-gear" part should be included and that I am not being ripped off?

[shou.biao.kuang]

Hi Tri,

Thanks for your input and prompt reply here are some details to facilitate the discussion:

1. Brand: Rolex GMT (discontinued model)

2. Service fee: SGD250

3. Part changed: "auto-gear"

4. Part charged: SGD50

5. No service fee for replacing the part. (he mentioned that some watchmakers will charge service fee for replacing the part. It took him a mere 10mins to do that !)

Moreover, he did say that if during service the worn part was discovered, he would change it and charge for the parts. That means that he didn't discover the problem. Should I doubt his skill? sigh***

[Oceanklassik]

This is almost like what goes on with car servicing in Singapore. You send your car for servicing; collect it back, and after driving a couple of days/weeks, the car breaks down for some reason(s). So what went on during servicing (of the car)?

IMO, this boils down to 'luck' and a tinge of knowledge, experience and skills of the technician/mechanic. In the case of a watch, if the technician is one who is knowledgeable, experienced and skillful, he/she may be able to detect certain part(s) that may break-down or needs a change very soon. Then, he/she may be able to advise the owner accordingly.

It is difficult to fault the technician who service your watch and not detect the potentially faulty part(s). Servicing, I believe, will entail certain steps and procedures and these may not encompass checking each and every part of the watch for faults. So, a technician will just carry out those steps needed only to service a watch.

Just my personal POV

[Jubilee]

This is almost like what goes on with car servicing in Singapore. You send your car for servicing; collect it back, and after driving a couple of days/weeks, the car breaks down for some reason(s). So what went on during servicing (of the car)?

IMO, this boils down to 'luck' and a tinge of knowledge, experience and skills of the technician/mechanic. In the case of a watch, if the technician is one who is knowledgeable, experienced and skillful, he/she may be able to detect certain part(s) that may break-down or needs a change very soon. Then, he/she may be able to advise the owner accordingly.

It is difficult to fault the technician who service your watch and not detect the potentially faulty part(s). Servicing, I believe, will entail certain steps and procedures and these may not encompass checking each and every part of the watch for faults. So, a technician will just carry out those steps needed only to service a watch.

Just my personal POV

I don't know what goes on in a watch "service", but I do know that a lot of times a car service can be a rip-off to customers who do not know better. I have seen "basic" service, "deluxe" service and "premium deluxe" service where the price doubles with each level.

Most of the time, a car "service" is simply an oil change and multiple visual inspections. They will try to bamboozle you with words like "brake hose" and "tyre air pressure" etc. but if you read closer these are all inspections and visual checks, rather than performing actual maintenance work. The next level up would probably buy you the same oil change (which again I repeat is the only maintenance work actually performed), with a few more visual checks and inspections. Next level up would probably get you your car washed.

A watch service I presume is something similar - just lubricating and cleaning the insides and performing visual checks? Perhaps this might require a little more specialization because the watchmaker may have to remove all parts and put it all back together.

Also, a lot of people get suspicious the moment a car mechanic tells them that something needs to be changed or replaced. "Really need to change or is he just wanting to make some money off me???" Would it be the same case if the watchmaker recommended changing a certain part? A lot of times I read that people get angry that watchmakers try to cheat them when they make such a recommendation

[triton]

discontinued to the extent of vintage classification? if it is, then it is a bit tricky.

if it is vintage, then sometimes when the watch technician put back it is ok, however, within a short period in your situation ( 2 weeks) the part in concern fails to work. however, since it is "gear" a watch technician should be able to spot it and make say if it requires immediate change or just put everything together and see how long it will last.

did you and the watch technician have a common understanding what is included in the 250? if there is no verbal agreement on what will be done, then it is hard to comment. take it as a lesson that the next time you send in a watch for service, check with the watch technician what will be done.

is this the first time you visit this watch technician? if it is, it seems like you are unlikely to go back to service any watch. also do a little leg work and compare the prices between watch technicians. my watch technician knows what is expected of them when they service my watch. usually i tell them that if it requires the parts to be stripped and put in solution to clean, do it. however, before that inform me. usually they will strip the parts and take a picture and what's app me indicating that it is really dirty and requires to be wash. for this, usually they have to charge more due to time and effort.

most important is find a watch technician that you trust. this is very important.

many members and friends have come to me asking which watch technician i go to. i usually don't refer because if all is good. no one will complain. the moment something goes wrong, it is like why u recommend me this kind watch technician to me. many fail to understand that what works for me may not work for you.

it is important to manage expectation for the amount you pay. that is why i suggest you do a little leg work and check out their pricing and what is included. then you decide who to go to.

good luck.

Hi Tri,

Thanks for your input and prompt reply here are some details to facilitate the discussion:

1. Brand: Rolex GMT (discontinued model)

2. Service fee: SGD250

3. Part changed: "auto-gear"

4. Part charged: SGD50

5. No service fee for replacing the part. (he mentioned that some watchmakers will charge service fee for replacing the part. It took him a mere 10mins to do that !)

Moreover, he did say that if during service the worn part was discovered, he would change it and charge for the parts. That means that he didn't discover the problem. Should I doubt his skill? sigh***

[polarinda]

did he replace with a genuine part or 3rd party?

[triton]

it is not fair to relate watch service to car service where in car servicing, there may be a package price where it includes say changing of oil filter, engine oil, air con filter and so on.

in watch servicing (basic) usually in the 200 range, it is seems more like visual inspection and adding lubricant (oil) to parts where necessary, ensure that the watch in this case a rolex keeps to COSC where possible.

so let's get back to what TS is asking. does watch servicing include parts. i do not know the actual costs of say the "auto-gear". as such it would not be fair to comment if watch servicing should have include the cost of the part in concern.

as mentioned earlier, it could have been that the watch technician felt that the part should be able to last, but for how long. don't know. usually, i tell my watch technician that if a part requires to be changed, let me know first and advise me the cost accordingly. i will then make a decision to get it changed or take a risk with it.

This is almost like what goes on with car servicing in Singapore. You send your car for servicing; collect it back, and after driving a couple of days/weeks, the car breaks down for some reason(s). So what went on during servicing (of the car)?

Most of the time, a car "service" is simply an oil change and multiple visual inspections.

[Hyundai8818]

Hi all,

I recently had my watch serviced by a watch maker and two weeks after taking it back, the watch stopped moving. I went back to the watch maker and was told that the auto-gear (not sure the exact name, it is reddish-purple in colour) had worn out and hence needed to be changed. I was taken aback as I was told having your watch serviced would include some parts changed as a package.

So some views here would be great. What would servicing your watch include? RSC mentioned that they will change certain parts as part of the package but what exactly is/are included? Do you think this "auto-gear" part should be included and that I am not being ripped off?

This problem with watch servicing nowadays are some so called reputable technician/shop.
Most of them will sub out to others technicians which might be just employee just earning a salary with no reputation at stake.
Some shop you send it for servicing, they will send to another shop to service !
You LL pay extra of nothing.
Some don't even really service the watch, they just open case, some visual check, blow some air and put some oil and job done.
You will know when time come, how come service not long can break down again ???
Why I know, because I kena before !
Now I have a very good technician, which I bring the broken watch to him
He told me where got service ? inside the oil all dried up leow.
He told me that to do a real servicing, he have to strip down all the parts and soak them in some solutions to get ride of old oils, grits. Change broken parts, then he will assemble everything back and reoil it. After he service the broken watch, I took it back and the difference is really a lot,
Smooth winding, zhun zhun time etc..

[triton]

glad you shared your experience your unfortunate experience.

can you share how much you pay for real servicing?

T come service not long can break down again ???
Why I know, because I kena before !
Now I have a very good technician, which I bring the broken watch to him
He told me where got service ? inside the oil all dried up leow.
He told me that to do a real servicing, he have to strip down all the parts and soak them in some solutions to get ride of old oils, grits. Change broken parts, then he will assemble everything back and reoil it. After he service the broken watch, I took it back and the difference is really a lot,
Smooth winding, zhun zhun time etc..

[shou.biao.kuang]

Liken to car servicing...

This is almost like what goes on with car servicing in Singapore. You send your car for servicing; collect it back, and after driving a couple of days/weeks, the car breaks down for some reason(s). So what went on during servicing (of the car)?

IMO, this boils down to 'luck' and a tinge of knowledge, experience and skills of the technician/mechanic. In the case of a watch, if the technician is one who is knowledgeable, experienced and skillful, he/she may be able to detect certain part(s) that may break-down or needs a change very soon. Then, he/she may be able to advise the owner accordingly.

It is difficult to fault the technician who service your watch and not detect the potentially faulty part(s). Servicing, I believe, will entail certain steps and procedures and these may not encompass checking each and every part of the watch for faults. So, a technician will just carry out those steps needed only to service a watch.

Just my personal POV

Hi Pal,

thanks. that's what I thought so too and have also liken the servicing of a watch to that of a car. I have my car serviced regularly by the 10k mile rule. still, it broke down once after two-three months since the last service. And the car was sent in for servicing by the authorized agent and yet they did not pick up the worn parts!

In the case of a car servicing, worn out parts are of course not included. Is this applicable to watch servicing too? I do know some watchmakers include some parts change into their service as a package.

So the question is: Is my "package" too basic based on the price and hence no part was included?

Thanks.

[shou.biao.kuang]

Should be genuine parts my friend

did he replace with a genuine part or 3rd party?

Is it too cheap to be true for this part?

[shou.biao.kuang]

did you and the watch technician have a common understanding what is included in the 250? if there is no verbal agreement on what will be done, then it is hard to comment. take it as a lesson that the next time you send in a watch for service, check with the watch technician what will be done.

is this the first time you visit this watch technician? if it is, it seems like you are unlikely to go back to service any watch. also do a little leg work and compare the prices between watch technicians. my watch technician knows what is expected of them when they service my watch. usually i tell them that if it requires the parts to be stripped and put in solution to clean, do it. however, before that inform me. usually they will strip the parts and take a picture and what's app me indicating that it is really dirty and requires to be wash. for this, usually they have to charge more due to time and effort.

good luck.

Hi Tri,

I do agree that the problem could have stemmed from the fact that I did not have a common understanding with the WM on what needs to be done, what's included, etc with him. I might have the wrong perception that "I have seen this package thing somewhere and hence the usual parts should be included". Looks like I will have a good word with him the next time to see what's included and what nots..

Good to know that your watchmaker inform you every step of the way. Maybe I should too the next time, if I do go back to him.

[triton]

it is important that both parties understand one another's expectation. this is to prevent any misunderstanding.

do note that the watch technician has been servicing my watches for more than 5 years. there were issues before, however we discuss it and move on. now the watch technician knows "my style". i suggest that you and other watch owners build a relation with them so that they can take care of your watches.

Hi Tri,

I do agree that the problem could have stemmed from the fact that I did not have a common understanding with the WM on what needs to be done, what's included, etc with him. I might have the wrong perception that "I have seen this package thing somewhere and hence the usual parts should be included". Looks like I will have a good word with him the next time to see what's included and what nots..

Good to know that your watchmaker inform you every step of the way. Maybe I should too the next time, if I do go back to him.

[shou.biao.kuang]

it is important that both parties understand one another's expectation. this is to prevent any misunderstanding.

do note that the watch technician has been servicing my watches for more than 5 years. there were issues before, however we discuss it and move on. now the watch technician knows "my style". i suggest that you and other watch owners build a relation with them so that they can take care of your watches.

Yap agree. Watchmakers are also business owner themselves and they do not want to break their rice bowls too. In fact, they hope that they can provide good service and we can in turn refer friends to them. On a different note, I wouldn't go to a dealer to have mine serviced because of the additional cost and I feel "safer" talking to the watch tech myself just me but not sure about what others here would think.