Dear Mr. Strauss,
Thank you for your e-mail and bringing this matter to our attention.
We are truly regret the repeatedly occurring malfunction of your PanoMaticLunar shortly after purchasing. We totally understand your disappointment and hope to provide you a valuable suggestion.
As promised on our recent telephone conversation we are getting back to you.
We have been informed by our local partners about the carried out works in all details. Afterwards we have checked with our local Workshop Manager for a final and everlasting technical solution.
The recurring high amplitude could be avoided by replacing the pallet.
Please be assured our competent watchmakers locally put highest priority on your issue and try to expedite the repair anyhow.
Furthermore please be assured your timepiece will be returned to you in its fully functional and reconditioned state.
We hope for your understanding and wish you will soon have a lot of pleasure wearing your Glashütte Original watch!
If you may have any further question, we and our partners are always at your disposal.
Vorsitzender des Aufsichtsrates: Nicolas G. Hayek, Sitz der Gesellschaft: Glashütte/Sachsen
Amtsgericht Dresden HRB 1084, UST-IdNr.: DE 140460759 – Steuer-Nr.: 206/109/00020
WEEE-Reg.-Nr. DE 43658550
Premiere of the new Glashütte Original timepieces at BASELWORLD
Pavonina – Glashütte Original presents a brilliant tribute to women
Von: wangsalsastrauss
Gesendet: Mittwoch, 31. Juli 2013 10:30
An: service (Glashuette Original)
Betreff: 4times repair for a new GO!
Hello staff of GO,
I am the customer from Shanghai China, and my watch has been repaired for 4 times in Shanghai, pls see my experience below:
2013/6/10: my friend bought GO 9002433205, Panomatic Lunar Nr:XXXX in Europe for my birthday present.
2013/6/25: I found my watch goes 30s faster everyday and I sent to Shanghai service center(SMH Shanghai Watch Service Center No.30 Tian Yao Qiao Road,200030 Shanghai), they tested on the machine and said only 5-8s fast per day and returned my watch
2013/6/26: Still 30s fast and went to SMH center again, an old experienced professor Mr Yao come to me and said the problem due to the high swing of the balance wheel(about 330 degrees) and need to adjust for about 2 weeks
2013/7/16: I went to SMH and got my watch, tested, 5-8s fast per day. The professor Yao said they changed the spring and lubricated it. But when at night, I found the watch is still 30s fast.
2013/7/17: I sent the watch again to SMH and professor Yao check and said there is still a swing boost when the spring was wound fully when I am wearing the watch. I was really disappointed and agreed to leave the watch again.
2013/7/30: I went to SMH to pick my GO, Yao said the watch is done, they adjusted the escapement and there will be no problem. But when I got back home, the watch is still fast.
2013/7/31: I found the watch is 35s fast today and I went to SMH again for repair. Mr Yao tested the watch with me together, said it is hard to figure out the problem and need to leave the watch again for inspection and will be done within 8/31.
My opinion:
For GO, an international brand and a new developing market in China, shanghai, I feel so disappointed that my watch been tested for 4 times the 1st month that I bought it. I am a watch fan and I have 10pcs watches and GO is the worst experience for me. I also uploaded my exp to facebook and Chinese facebook and other watch forum to warn other GO fans about new watch problem.
Suggestion:
For a new watch been repaired for 3 times but still has problem, I suggest GO should exchange a new watch for me, I cannot understand a luxury brand has such big problem, esp for a new watch, not an old one!
I am now calling Chinese customer complaint bureau for this case, also I will call social media and they will also help me to contact SMH. But I still want GO to give me an official solution. Looking forward for your reply.
Von: wangsalsastrauss [mailto:windsonwang@hotmail.com]
Gesendet: Donnerstag, 1. August 2013 18:16
An: serviceinfo (Glashuette Original)
Betreff: RE: WG: 4times repair for a new GO!
Hello Paula,
It is so comforting to hear from GO afterservice. I read your reply carefully and concluded as below:
1. GO Germany still insist in repairing the watch in SMH and promise to exchange spare part.
2. GO did not mentioned how GO is to compensate my loss in time and disappointment.
Pls understand how sad I am when I suffered such big sorrow for my B-day present, and how I feel the quality and service level after 4 times repair. Also, I am still worried about the quality even the watch finished its final repair.
My suggestion:
From the date when I got my watch again(the 4th repair...), I need to extend my warranty period for another following 5 years to ensure no more problem for high amplitude and high daily error.
BTW,
I forward the mail into the most famous Chinese Watch forum to show GO's afterservice, many GO watch fans and prospective GO customers are watching your reaction and your attitude towards my case(sorry it is in Chinese, but you can still see the replis and attention numbers). The post was top up now. I will go on following the case and let everyone knows the result. http://www.iwatch365.com/thread-17334448-1-1.html
Looking forward for your reply.
BR.
Strauss Wang.
8/8更新,GO德国来电说换新表只是更换机芯,顿时感觉一百个被骗,马上正式回复,要求换新表,大家一起监督。
发件人: wangsalsastrauss <windsonwang@hotmail.com>
收件人: <serviceinfo@glashuette-original.com>
主题: RE: AW: WG: 4times repair for a new GO!
日期: 2013年8月8日 12:13:19
Hello Paula,
First I was glad to get phone call from Germany yesterday. But also I was disappointed that your colleague told me the "new watch" means only replace the caliper. In your reply GO confirmed to give me a brand new watch not replace the caliper. Pls do not play games in words. New watch does not mean old watch replacing caliper, like a new car does not mean old car replacing the engine. This is refurbishment, remanufacture, not means "new watch".
I highly recommend GO to keep your words, as an international luxury brand, you should not change your promise to customer. I would not like to say GO was cheating customers but I really felt like that on my case.
Hope to get your reply soon.
We totally understand your disappointment about treating your complaint so far. We just would like to give you the chance to talk to a representative in your native language.
Therefore we hope to restore your satisfaction with the following explanations and confirm our decision informed by Ms. Ling Wolf as requested as well.
After a very detailed internal meeting our General Manager decided to refurbish your PanoMaticLunar as best as possible.
We gladly offer you a new movement – as the heart of the watch - mounted at every Service Center you prefer.
Regrettably, we are unable to provide you an entire new watch as the malfunction refers only to the movement and the case and the strap are intact.
To restore your satisfaction and assure the durability of a Glashütte Original watch we give you a 5 years warranty on the carried out works as well.
We hope for your understanding.
Kindly take our sincerest apologies for any inconvenience caused by that matter.
Please advise us your decision to arrange all further steps.
Thank you in advance.
For any further questions we are always at your disposal.