Zenith servicing

Zenith servicing DEFAULT

Founded by 22-year-old Georges Favre-Jacot in 1865, Zenith is one of the few Swiss watchmakers who still produce their movements in-house. Zenith is known for their precise movements, such as the El Primero calibre, an automatic chronograph with a frequency of 36,000 alternations per hour (5 Hz).

West Coast Watch Service Center has the reputation, expertise, and up-to-date equipment to handle your fine ZENITH watch with the utmost care. We offer a full range of watch repair, and watch restoration services including:

  • Battery services
  • Crystal fitting
  • Complete movement overhauls
  • Jewelry repair and restoration
  • Dial refinishing
  • Polishing and hand refinishing
  • Bracelet repair
  • We also sell reconditioned watches
  • Custom made bracelets and straps
  • And much more, please ask!

 

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We service ZENITH watches, among hundreds of other high-end brands and use only genuine replacement parts. Get a FREE estimate for your luxury watch HERE.

West Coast Watch Service Center provides a 1 year warranty for battery and movement service. If you have any questions, please take a look at our FAQs or get in touch, call (310) 202-1111 or email [email protected]

Sours: http://www.westcoastwatch.com/brands/zenith/

Maintenance & Servicing

Servicing a Chronomaster Revival timepiece in the customer service - Zenith

REACTIVITY AND PERFORMANCE

Zenith's aim is to place Customer Service at the heart of the company's strategy. The loyalty of its customers, the reputation of its know-how and its legendary brand status, go through a personalized service experience.

Thanks to a network of trusted partners and collaborators benefiting from advanced training, ZENITH offers a reactive and efficient service, from support to personalized processes. The global approach and the consistency of services throughout the network ensure a sustainable, consistent and quality service to ZENITH customers.

Time to Reach Your Star

CONTEMPORARY WATCH MAINTENANCE

Watchmaker in the customer service department - Zenith Watches

CONTEMPORARY WATCH MAINTENANCE

From the simplest to the most delicate, each intervention is preceded by a clear and transparent exchange with the client. He is thus informed of the necessary operations, their respective costs and the response time. He has the opportunity to validate each of these points before any intervention. Attention, only the interventions carried out in service centers officially approved by ZENITH are covered by the ZENITH guarantee.

HISTORICAL WATCH RESTORATION

Historical watch restoration - Zenith Watches

HISTORICAL WATCH RESTORATION

The integration of all watchmaking professions within the Manufacture du Locle allows the restoration of the vast majority of parts. For example, watches manufactured over a century ago come to life thanks to a rich history of craftsmanship and a legacy of craftsmanship from generation to generation. When the restoration of time-keeping is possible and requires the manufacture of new components, they are produced on site as a single piece.

Find a service center

Sours: https://www.zenith-watches.com/en_us/service/maintenance-and-services
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RATES

Service Costs - Zenith

All prices are in CHF and include VAT. The above prices are recommended rates. The total price of a service depends on the general condition of the watch, and can only be known after examination by a Zenith watchmaker at an approved service centre. Before any intervention, a quotation will be submitted to you for approval. Operations carried out as part of Zenith services are covered by the intervention warranty for a period of one year from the date of invoicing. Any quotation refused by the client is invoiced at CHF 100.

Time to Reach Your Star

 Partial service3Complete service3
CONTEMPORARY WATCH
  • 1A Simple Mechanical
  • 1B Mechanical Complication
  • 2A Simple Chronograph
  • 2B Complicated Chronograph
  • 2C El Primero Haute Horlogerie, subject to estimate
  • 200.-
  • 200.-
  • 300.-
  • 300.-
  • as per estimate
  • 500.-
  • 600.-
  • 650.-
  • 750.-
  • as per estimate
HISTORICAL WATCH
  • 3A Quartz watch
  • 3B Mechanical watch
  • 3C Clock
  • 300.-
  • as per estimate
  • as per estimate
BUFFING4
  • A1 Buffing - case
  • A2 Buffing - case & bracelet
  1. 1  These indicative rates are recommended public prices, and may vary by +/- 20% depending on the country, the exchange rate, as well as the local tax regime.
  2. 2 Zenith reserves the right to change the above rates at any time without notice.
  3. 3 To access the definition of partial and full service, click here.
  4. 4 Buffing is a surface operation that restores the watch's sheen while preserving its geometry. A buffing operation cannot be carried out on its own without a partial service.
Service Costs - Zenith

CLASSIFICATION OF CALIBRES

1A: 67, 650, 670, 679, 68, 680, 681, 684, 689
1B: 655, 672, 682, 683, 685, 6850, 687, 690, 691, 692, 693
2A: 400, 4000, 4002, 401, 420, 469, 4061, 4062, 4069, 4613, 4650
2B: 405, 410, 4100, 418, 4001, 4009, 4010, 4021, 4023, 4037, 4039, 4047, 4052, 4054, 4055, 4057, 4063, 4068, 9004, 9100
2C: 4003, 4005, 4007, 4026, 4029, 4031, 4033, 4034, 4035, 4041,4043, 4046, 5011, 8800, 4805, 4810, 8801, 8804, 8805, 8808, 8812, 9020

Sours: https://www.zenith-watches.com/en_us/service/rates
Servicing a 1974 zenith 19DC12 4 tube hybrid color tv.

From the Editor: LVMH Service Center Turns the Warranty Repair of My Zenith DEFY El Primero 21 Into a Nightmare

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One watch topic that remains undiscussed is after-sales service and how the luxury watch brands handle warranty and non-warranty repairs. As a watch collector for 30 years now, I have dealt with different authorized service centers almost a dozen times. I have sent watches in for repair in the U.S. and outside of the U.S. and I have never experienced such a level of poor customer service and lack of professionalism as I did with the LVMH service center in Springfield, NJ.

There are numerous horror stories well documented by watch collectors across different watch fora including Watchuseek about the LVMH service center here in the U.S. For the record, I’ve dealt with three Rolex Service Centers in the past —Dallas, NY, and Mexico City—; the Audemars Piguet Service Center in Clearwater, FL and the one in Le Brassus, Switzerland; the Richemont Technical Center in DFW and the Patek Philippe Henri Stern Agency in New York. In all these interactions, I never had any major issues nor I felt mistreated or lied to as I just had with this recent repair work performed by the LVMH repair center.

Many watch publications and editors would avoid talking about something like this in order to not rock the boat or bite the hand that feeds them, but in my case I feel is necessary to share with watch collectors my horrible experience. Not sharing my experience makes me part of the problem and not part of the solution.

I will address all that I experienced in a respectful manner without mentioning any names of customer service employees while focusing on the big picture and what happened since I sent my watch in for warranty repair on January 4th, 2021. Ultimately, I really hope that this article helps LVMH get things in order and correct the issues as necessary.

Here’s What I’ve Been Dealing With

Right around Christmas time, the start pusher stopped engaging with the actuator in the mechanism of the chronograph. I waited until after the holidays so that the repair would take less long. Before sending the watch in for service I gave the LVMH customer service personnel a heads-up of who I was and what I did in the watch industry so that they would be aware of the potential ramifications in the event of a problem. After being asked to ship my watch, LVMH didn’t even offer to send a prepaid label or shipping kit. I literally had to ask for one since this was a warranty repair and most likely because of what I do, they obliged.

Most of the other brands I’ve dealt with will send you a prepaid label and in the case of Audemars Piguet, they send you a very sophisticated shipping kit to make sure that the watch gets there in one piece and with no damage during transit.

I mean, the Zenith DEFY El Primero 21 is a $13,500 USD watch from one of the most reputable and legendary manufactures in Switzerland. It’s not an entry-level watch nor the type of watch that you wouldn’t care if it gets damaged in transit.

After shipping the watch, it took days for the LVMH center to acknowledge receiving it. They sent an estimate for the repairs, even though the watch is still under warranty. Days later, I had to supply pictures of my warranty card —duly stamped and dated by the authorized dealer— because no one had asked me to include it with the watch. At that point, I still had to argue with the customer service representative who even questioned the provenance of the watch and said he had to send the images to Switzerland to have them validate the warranty card and approve the warranty repair at no cost.

Don’t you think that such a large watch group would have all the information in a computerized system and customer service employees would be more courteous? If this is the way I was treated being part of the watch industry, I can’t even imagine what mere mortals go through.

Almost a month later, on January 29th, 2021 I received the watch back. To my surprise, the watch came with paperwork that didn’t even list parts replaced during service or stated what was originally wrong with the watch. To this date, despite that on multiple occasions I have requested an explanation from customer service, I still don’t know what was done to the watch during that visit.

After carefully inspecting the watch, it almost seemed like no service was performed to the movement. The bridge where the pusher engages with the actuator still showed wear and rub off marks and now there were also some minor scratches on the movement that of course were not there.

Why would there be any scratches on the movement if the watch had never been opened before? Well, whoever worked on my watch at the LVMH service center put those scratches on it and decided to send it back that way. Additionally, the watch was returned with a nick on the bezel —was not there at the time I sent the watch in— and one of the bracelet screws seemed to have lost its original finish. Not sure how this would happen but it did. Inadmissible to say the least.

As soon as I spotted all these issues, I photographed the watch and contacted the same customer service representative that had been working with me. After a lengthy and horrible interaction where he literally dismissed most of what I was saying, we agreed that I would send the watch back in to get everything corrected. LVMH provided a prepaid two-day FedEx label —no sense of urgency despite this was a pressing issue and they were at fault for it.

After receiving my watch on February 10th, customer service contacted me to tell me that the scratches on the bridges were just ‘cosmetic issues ’ that didn’t affect the operation of the movement and that they were not going to replace them. Then, regarding the wear marks on the bridge by the chronograph actuator, customer service said that it was just excess lubricant and not wear marks as I was stating.

What do you guys think? Was the watch really serviced the first time or not? To me, it appears that it wasn’t. Honestly, any professional watchmaker would’ve not been OK with sending the watch back looking like this.

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In 30 years as a watch collector and eight as the Editor-in-Chief of a watch publication, all I know is that a movement should maintain its original finish unmolested whenever a service or repair is performed. What type of watchmaker puts scratches on bridges during a warranty repair? Where is his/her love for horology? Where is the respect for the watchmakers back at the manufacture?

After several conversations with customer service, I pushed back and demanded that the bridges and the bezel were replaced. At the end of the day, I wasn’t OK with them trying to polish off that nick on the bezel and removing a ton of metal from it. Also, the movement had to look just as it did when it left the manufacture in Le Locle.

After delays with parts and many phone conversations, the watch finally came back to me almost another two months later on March 27, 2021. What could’ve been addressed the very first time required two visits to the service center and almost three months total. As a reference, the warranty repair on my Audemars Piguet Royal Oak Perpetual Calendar took two weeks.

Once I received the watch this weekend, I reviewed the paperwork that came with it. This time it stated all parts used including the bezel and a plate for the movement and it seemed clear that the watch was indeed service unlike on the first visit. Now, why would they replace the movement plate when the bridges were those slightly scratched? DId something happen when they disassemble the movement this time?

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As you will see in the picture below, this time the actuator area shows no wear and the movement is scratch-free. This is how the watch should’ve come back the very first time, rather than having customer service tried to convince me that it was excess lubricant instead of wear on the actuator piece as I was stating it. Clearly makes me think that during the first visit the movement was not serviced at all and customer service was not straightforward with me.

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But sadly, now here’s where my story takes yet another turn for the worst. Today, I decided to double-check my movement number and to my surprise, I found a different number on it.

Was the whole movement replaced and the LVMH service center decided to not disclose it?

Why would they do a movement swap and not include that in the paperwork?

In the pictures below I have blurred the last three digits of the movements for security reasons. The picture on the left shows the original movement that came with the watch and that appears on the warranty card. The picture on the right shows what I found today.

Today, I am now the owner of a Zenith DEFY El Primero 21 with mismatch numbers and I have no paper trail from Zenith regarding this change. I have contacted customer service one last time and the person wasn’t even aware that there was a movement number on the movement. How is this possible?

What type of training do these employees go through?

What is going to happen ow that the movement inside the watch doesn’t match the number that appears on my warranty card?

Will Zenith issue a new warranty card with the new movement number as was suggested by the customer service employee?

Since the whole movement was replaced should my warranty restart giving me two full years?

The moral of the story is that no matter how much you like a watch, you have to always think about the after-sales service before making a purchase. In this case, this will be my last time buying a Zenith watch and I have the right reasons after such a nightmare with this terrible service center.

Now, let’s wait and see what Zenith and the LVMH service center will offer to correct this situation. Quite disappointing to say the least!

Sours: https://www.watchcollectinglifestyle.com/home/vmh-service-center-turns-the-warranty-repair-of-my-zenith-defy-el-primero-21-into-a-nightmare

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