I purchased my IWC 型號 in 2013. On March 16, I found
something weird of my watch and thought it’s about time to do the
maintenance. I went to Taipei 101 IWC boutique for the service, the
maintenance fee is not cheap I have to say. However, I trust the brand, so I
still brought it to IWC.
I DO NOT want my watch to be POLISHED, so I told the Boutique Manager Sammi
Wu about it SEVERAL times SEARIOUSLY. Moreover, I also told the lady who key
in my repair receipt about it AGAIN. Totally, more than five times I
remember. Because I concern and care it so much. And I double check my repair
receipt to make sure the special note is being put on it black and white.
I believe it is not an unique request(NO POLISHING), many people do not want
their watch to be polished. We want our watches in their original shapes. I
believe IWC as a prestigious watch maker knows it and respects it.
Today, April 10, I received a phone call from Boutique Manager Sammi Wu,
saying that she is sorry that my watch is being POLISHED. I was shocked! And
do not know what to say. Sammi Wu offered me a discount of maintenance fee,
from around NTD 26,000 to NTD 21,000. I have to say I can not accept it. Then
she asked ”What can you accept?” I really do not know what to reply, I
just want my watch back. I said I want a new one since a polished one can not
go back to original as my understanding. It is also acceptable if IWC can
change the case and bracelet which are being affected(but I remember being
told that the material is not available). Boutique Manager Sammi Wu sayed she
need to discuss internally with company.
Then about two hours later, a gentleman who is Maintenance Manager called me,
saying sorry that it’s IWC’s fault, and offering 50% discount of
maintenance fee. I can not accept and ask him to think in my shoes and my
situation, he said he totally understand, and would also be upset if he face
the same situation. After that, Free of Charge is being offered to me. I
replied that I can not accept it.
I have to say both Boutique Manager Sammi Wu and Maintenance Manager are
polite and with good attitude. But their solution is just not acceptable to
I WANT MY WATCH WITHOUT POLISHING BACK. I want a new one since a polished one
can not go back to original as my understanding. Or IWC can change the new
case and new bracelet which are being affected. (but I remember being told
that the material is not available).
Dear IWC, as a prestigious, historic watch maker and brand, please tell me
what you can do to help me. I hope contacting the headquarter directly can
help me on this case. I hope IWC is a brand that can be trusted as I always