对于NOMOS质量的质疑---亲身经历，重要进展--第七次更新2011.05.24

weijiez

入了Tangomat 601快半年了，在德国的曼海姆wemper表店买的。入手一个多月的时候就停走了一次，针对这个问题我就发过一个帖子：http://www.iwatch365.com/thread-16252769-1-1.html
谁知有了第一次就有了第二次，今年妇女节的时候居然又不走了！！结果还是送修，隔了快一个月才把手表拿回，捷成洋行的修表师傅说是因为自动上链的齿轮有问题，可能没有打磨到位造成齿轮卡住，已经帮我处理好了，以后不会有问题了。

其实这个时候我就已经很不爽了，买了半年的新手表就已经坏了两次，但是看在售后服务还不错的份上，我也没计较什么，想想可能自己运气不好，毕竟人家帮我搞定了就OK了。
        但是今天居然又停走了！！:a21每次都是在我正常佩戴过程当中莫名其妙就不走了！！带了半年都不到的新表送修三次啊！！每次都要请假跑老远到市中心，当我钱多时间多吃饱了没事做啊！！我当时就直接写了个email给NOMOS官方网站上留下的联系邮箱nomos@glashuette.com，然后又打了个电话到捷成洋行，修表的师傅说上次没有帮我把怀疑有问题的零件换掉，只能过好节让我再过去一次。我当即表示要他们和NOMOS联系，更换我手里这块问题表，毕竟不管是谁，碰到这种情况都会很介意的吧，才入手半年的手表在正常佩戴的情况下，要开盖修理三次，这算是什么质量！！
        我已经决定了，就算修好我也要求换一块全新的601，前前后后开盖三次，这让我无法接受！
        附上邮件的详细内容：

Dear Mr. Michaela Müller,


My name is Peter Zhan, one of the MONOS watch owners, from Shanghai China.


Last September when I travelled in Mannheim, I bought one piece of Tangomat 601 whose number is 7723 in a Wemper store. I really love the NOMOS design and craft, but my watch disappointed me for three times till now.


The first time is Oct. 22th 2010, when I was in a meeting in my office . I suddenly found that my watch didn’t walk anymore. Then I went to the NOMOS service center in shanghai (Jebsen & Co., Ltd) to ask for a check. The staff there spent several minutes to make the watch walking again, but he didn't tell me the reason why the watch stopped.


       On Mar. 8th 2011, my watch stopped again. After 2 weeks checking in the NOMOS service center, the staff told me that some small parts of my watch had problems which made the watch abnormal, and they have solved the problems. Then I think my watch would be OK.


       However, it stopped for the third time when I was writing an email on my laptop this morning!


Such situation is really unacceptable not only to me but also to NOMOS. My new watch stopped for three times by itself in 6 months after purchase. It shakes my belief in the NOMOS brand and quality.


       In a word, I hope that it's an individual case in NOMOS production. And I would ask NOMOS to change my Tangomat 601 to a good one.


Thank you for your time and patience. Looking forward to hearing from you soon.


我会不断更新此事的进展，正好也可以让各位NOMOS的表友和打算入手的朋友知道产品质量和售后服务质量到底如何，请大家关注，谢谢！！:a388" />" />8" />" />8" />" />8" />" />8" />" />8" />" />8" />" />8" />" />8" />" />

2011.04.28 收到来自NOMOS的首次回复，在第13楼。


2011.05.03 第三次送修捷成洋行，在第34楼。

2011.05.04 回信给NOMOS，在第40楼。:(
2011.05.06 NOMOS第二次回复，详细情况在第45楼~



2011.05.11 NOMOS第三次回复，详细情况在63楼。
2011.05.12 处理事件接近尾声，详细情况在67楼。
2011.05.24 又一个较量回合，详细情况在91楼。

[ 本帖最后由 weijiez 于 2011-5-24 22:06 编辑 ]

weijiez

谢谢楼上兄弟的理解和支持！[s:98]

weijiez

都是在正常佩戴过程中发生的，我本身就是做管理工作的，平时都在办公室工作，戴表的时候也很小心，而且维修点的师傅也确认了，不是佩戴造成的原因，是表本身有问题。

weijiez

谢谢各位XDJM对我这个帖子的关注，今天上午收到了来自NOMOS的回复，邮件原文如下：


Dear Mr. Peter Zhan,

Thank you very much for your mail. We are very disappointed to hear the circumstances you have with your Tangomat. And of course these are not the quality demands we have on our watches. Before we deliver any model to a customer shop, it will be checked several days until it shows a movement within the tolerance. You can be sure, that we do always our best, but unfortunately sometimes there are problems which aren’t explainable. All our watches are made by hand.

Please understand, for me it is very difficult to give a diagnostic from afar. Could you please kindly explain the problems again in our service centre in shanghai? I am sure the staff will find a satisfactory solution for you. The replacement of the watch would be only possible with the retailer you bought your Tangomat, in your case Wempe.

I hope my answer is a help for your. I wish you all the best.

If you have any further question, please do not hesitate to contact me again.

Thank you very much in advance for your patience.

Best regards,

Yvonne Gehrmann

NOMOS Glashütte/SA
Roland Schwertner KG
Ferdinand-Adolph-Lange-Platz 2
D-01768 Glashütte
+49 (0) 3 50 53 40 40
www.nomos-glashuette.com

Amtsgericht Dresden, HRA 2931




按照NOMOS客服的说法，还是现要求我把手表送到上海的维修点，并且表示如果要更换，必须在原来购买的地方更换。

接下来我给他们的回信中将会提到这几点：

1，我过好劳动节还是会把手表先送到上海维修点，检查停表原因。
2，由于在半年内已经多次发生送修，浪费了我个人很多时间和精力，因此我还是坚持要求NOMOS承诺可以更换一块新Tangomat。
3，我最近会到一次欧洲，请NOMOS联系好原先那家经销商。

大家看看还有什么要补充的？

weijiez

谢谢兄弟支持！我这次的回信里面肯定会加上这一段 :)

weijiez

原帖由 mm23mm 于 2011-4-29 21:20 发表
You can be sure, that we do always our best, but unfortunately sometimes there are problems which aren’t explainable. All our watches are made by hand.

我看了德国那边的回信中的这段。。。。简直是放 ...

是的，我回信里面会提到这一点，这不是产生质量问题的理由和托词 :)

weijiez

这几天正好劳动节放假，老外应该双休日也休息，等周一的时候写回信:(

weijiez

最新进展：各位童鞋，我昨天已经把手表送到上海捷成洋行的维修点了（话说维修点的客户体验service真的很差劲，连个坐的地方都没有，更不要提茶水了），修表的师傅是这样向我解释的：停摆的原因是因为动储结构中的一个摆轮没有打磨好，导致旋转的过程中会发生卡壳，这次他会帮我的601更换这个零件，以后可以彻底解决这个问题。
在和师傅闲聊的过程中得知了一些信息，貌似最近很多新购买的NOMOS都在购买后短时间内出现了各种各样的问题（走快、停摆甚至指针脱落），我觉得从我们客户的角度来说，的确可以认为NOMOS的质量控制出现了问题，这两天我争取抽时间把回复给NOMOS的邮件写完，谢谢大家的关注 :)

weijiez

此外，希望各位有过维修经历的NOMOS表友都能进来关注这个帖子，并且回复说说自己的经历，让后我们可以把我们的这些回复都发给NOMOS看，我觉得只有这样才能让NOMOS意识到客户意见的重要性，已经他们自身的问题。
[s:122]

weijiez

原帖由 忘了用户名 于 2011-5-4 21:47 发表
139的表冠无缘无故掉了，德国方面说免费维修！但是上海要收费，而且不是我一个人遇到

这位兄弟是温州的吗？昨天在捷成洋行看到一块掉了表冠的139，说是温州的客户送来的，难道这么巧是你的？

weijiez

今天再度回信给NOMOS，内容如下：

Dear Yvonne Gehrmann,

Thank you for your quick response. Yesterday, I sent my 601 to the service center for the third time. In order to deliver and fetch my watch, I’ve asked for 4 days leave, and it’s really a waste of time and money. In the next two month, I might take a business trip to Germany. Could you please help confirm whether I can change my 601 in the Wempe in Mannheim?

As an active member of the largest watch forum in China, I reported the serious fault of my newly acquired Nomos watch and unpleasant experience that I underwent to the community of the Chinese watch collectors. A great number of my fellow collectors expressed their concerns to this issue and are worried that legitimate interests of Chinese customers will be undermined. Therefore, I sincerely hope that Nomos will understand the magnitude of possible negative influence of the matter, and deliver a comprehensive, satisfying, and timely after-sales service as a responsible enterprise.  

I deeply appreciate your time and effort, and look forward to hearing from you in the near future.

weijiez

大家早上好~~~今天一早收到NOMOS的回复啦，大家围观一下：:'(

Dear Peter Zhan,

Thank you very much for writing to us again. Of course you are right - it is of utmost interest to us to satisfy our customers and to make them happy all over the world, not only in Germany but naturally in China, too. Most certainly, our ambitions are not restricted to selling beautiful and high-quality watches but also aim at after-sale service in case things shouldn't work the way they are meant to (even though this does not happen too often). We are desolate that you are having such problems with your NOMOS watch. Currently, we are checking possibilities for you to get a satisfied solution. We are going to contact our service center Jebsen. We hope it is possible to give you a quick answer.  Be assured that we will be in touch again during the next days with a solution that will certainly make you a happy NOMOS owner again.

So far please accept our apologies for all the inconveniences you have experienced so far.

Best regards,

Yvonne Gehrmann

看样子接下来几天会再和我联系，到时候我再把进展贴上来 :)

weijiez

大家早上好~~~今天一早收到NOMOS的回复啦，大家围观一下：:'(

Dear Peter Zhan,

Thank you very much for writing to us again. Of course you are right - it is of utmost interest to us to satisfy our customers and to make them happy all over the world, not only in Germany but naturally in China, too. Most certainly, our ambitions are not restricted to selling beautiful and high-quality watches but also aim at after-sale service in case things shouldn't work the way they are meant to (even though this does not happen too often). We are desolate that you are having such problems with your NOMOS watch. Currently, we are checking possibilities for you to get a satisfied solution. We are going to contact our service center Jebsen. We hope it is possible to give you a quick answer.  Be assured that we will be in touch again during the next days with a solution that will certainly make you a happy NOMOS owner again.

So far please accept our apologies for all the inconveniences you have experienced so far.

Best regards,

Yvonne Gehrmann

看样子接下来几天会再和我联系，到时候我再把进展贴上来 :)

weijiez

楼上的兄弟是不是做售后服务的呀？好专业啊，呵呵;P

weijiez

呵呵，这个要感谢兄弟你啦，你的那段话明显让他们感到问题的严重性啦[s:101]

weijiez

昨天NOMOS又来了一封Email，具体内容如下：

Dear Mr. Zhan,

In the meantime we contacted our Partner Jebsen. Our proposal would be to give the watch again into the hands of the watchmaker by Jebsen. After receipt your watch, they will explain us the faults and we will try to find a solution together.

Could you please send us short information, if you are agreed?

Best regards,

Yvonne Gehrmann

NOMOS Glashütte/SA
Roland Schwertner KG
Ferdinand-Adolph-Lange-Platz 2
D-01768 Glashütte
+49 (0) 3 50 53 40 40
www.nomos-glashuette.com

Amtsgericht Dresden, HRA 2931

.................................................
NOMOS Glashütte überall vorn. 12.025 Leser von „Armbanduhren“ und „Welt am Sonntag“ haben abgestimmt, und auf der Weltmesse für Uhren und Schmuck, der Baselworld, wurden die Gewinner gefeiert. Etwa Zürich: Die NOMOS-Uhr errang mit nur geringem Abstand (nur knapp hinter viel, viel teureren Uhren) Platz vier – von insgesamt 145 Rängen der Wertung. Bei den Damenuhren wurde Modell Tangente 33 auf Platz sechs gewählt. Die Uhr Orion Datum weiß hat, kaum auf dem Markt, ebenfalls gesiegt: Sie wurde im März mit dem renommierten "red dot design award: product design 2011" ausgezeichnet. Und bereits Ende Februar dieses Jahres räumte NOMOS Glashütte ab wie keine andere Uhrenmarke: Gleich zwei Uhren der Manufaktur wurden zu den ersten Siegern der Goldenen Unruh 2011 gewählt: NOMOS-Modell Tangomat und Modell Zürich Datum ließen alle anderen Uhren hinter sich. Wir freuen uns sehr!

weijiez

童鞋们，就在刚才，捷成洋行打了个电话给我，表述了如下的意思：
捷成洋行只管修理，如果我同意，他们就订购零件帮我换了；
但是如果我坚持要换，那么和他们无关，需要我自己和NOMOS联系确认，他们会把手表快递还给我。
针对这种情况，我决定这样回应：
首先我和捷成洋行说，过两天给他们答复，手表先放在他们手里。
随后我还是发了个mail给NOMOS的那个yvonne，内容如下：

Dear Yvonne,

     The Jebsen Shanghai just contacted me and said that he is only in charge of maintenance. If I want to change my 601, I must get confirmation from NOMOS.

     Now I need to know whether I can change my 601 in the Wempe where I bought my watch or in any other Wempe in Germany? Please give me a definite answer ASAP. Thanks for your cooperation.

        邮件里面我很明确要求NOMOS表态了，如果他们同意安排更换，那下个月我出差的时候就去德国换表，而且我会继续支持NOMOS。但是如果他们还是拒绝，要求我返修，说实话，我也只能很无奈地同意，但是即使修好，我从今以后也会对这个品牌彻底失去信心和兴趣，不管是质量还是服务，都配不上德国制造的title，我会告诉每一位想买他家手表的表友NOMOS是多么地糟糕，同时我会把这个帖子的回复和浏览情况展示给NOMOS看。

大家还有什么好的意见和建议吗？我们群策群力，为了我们中国消费者自身的利益~~[s:92]

weijiez

现在也没有版主了，我也不知道这个事情要向论坛里的哪位boss求助。
不管怎样，我觉得我的要求并不过分，楼上有位兄弟说可能是我自己佩戴原因造成的，但是捷成的师傅已经明确排除这个可能了，认定是零件质量问题。
NOMOS始终没有正面回答是否可以安排更换（他们只说过要换只能在德国换），据我所知，在德国如果产品出了类似情况，是绝对可以更换的，所以我就是要NOMOS给我一个说法。
我自己也是做售后服务的，其实处理case的具体结果和德国人的刻板没有多大关系，真正重要的而是他们对这个case的重视程度。如果我是一个德国人，他们又会如何处理？
唉，买NOMOS的孩纸伤不起啊！！！论坛里面版主都木有啊！！！手表坏了N次都不给换啊有木有！！！！！！:(

weijiez

兄弟你可以介绍一下经验吗？你也碰到过类似情况？德国人就可以直接更换？[s:98]

weijiez

已经等了7天了，上一份邮件还是没有回复，忍无可忍，发了一份口气很重的邮件到NOMOS，要求马上给答复：
Dear Yvonne,

I’ve been waiting for your reply over 7 days, after I sent my last email to you. It makes me feel disappointed for waiting so long. Would you please give me a clear answer to my request? I really hope that NOMOS could do as you write in the mail - it is of utmost interest to us to satisfy our customers and to make them happy all over the world, not only in Germany but naturally in China, too.

Recently, a few of my friends who own NOMOS watches report unpleasant experience with their collection in the largest watch community in China. I sincerely hope that Nomos will understand the magnitude of negative influence for such kind of issues, and deliver a satisfying and timely response.

Last but not least, please answer my question that should I change my 601 in the Wempe where I bought my watch or in any other Wempe in Germany?

Looking forward to your reply. Thanks.

这招居然奏效了，隔天另外一个老外马上回了一份邮件给我：

Dear Mr Zhan,

Thank you for your mail to my colleague Yvonne Gehrmann. She has been off work for two days which is why she asked me to send her regards and to send you her answer so that you won’t have to wait any longer.

We are always looking to meet our customers’ interests as quickly as possible; however, sometimes we need to doublecheck with our colleagues and business partners. We are, in fact, the manufacturer of the watches but our retailers are their sellers, so if (rare) complications appear we need to talk to our business partners to find a solution. We were waiting to hear back from them and are sorry to learn that having to wait for a few days has caused you such hassle.

Indeed, as my colleague Ms Gehrmann wrote to you originally, Wempe will be able to help you best with your Tangomat. You are welcome to visit any Wempe Store, not necessarily the one you bought the watch from. Since you are traveling to Germany within the next weeks this may be a convenient solution for you, too?

Please do let us know in case we can be of further assistance. We hope you’ll be a happy Tangomat-owner again soon!

Best wishes from Glashütte,

Anke Fuhrhop
Customer Service

现在的问题是，虽然他们态度是不错的，但是还是没有给我明确的可以在WEMPE更换601的确认答复。第一封邮件里面说：The replacement of the watch would be only possible with the retailer you bought your Tangomat, in your case Wempe.
现在换了跟人和我说Indeed, as my colleague Ms Gehrmann wrote to you originally, Wempe will be able to help you best with your Tangomat. You are welcome to visit any Wempe Store, not necessarily the one you bought the watch from. Since you are traveling to Germany within the next weeks this may be a convenient solution for you, too?
那就是说还要看WEMPE是不是让我换了，要是我这次去德国，人家WEMPE不给换，还是要我放在他们那里修复，那我还不如在国内修了。
请各位兄弟们看看，到底NOMOS算不算是把我推到WEMPE那里去了？现在表还放在捷成洋行，是修是拿回来，捷成洋行也在催我给答复。本来想找WEMPE确认的，可是根本找不到WEMPE的联系方式，TNND买个601太TM闹心了！:(