Swiss Watchmakers — Local services in Cambridge

7/23/23- I took an old clock that belonged to my mother in to Swiss Watchmaker to see if they could fix it. The clock is a Jaeger ‘Petite Neuchateloise’ from the 1950’s and has some considerable value – both sentimental and monetary. The associate, Susan who took my information and $50 deposit explained that she would obtain an estimate for repair and advise on service. 9/18/23- after nearly two months, I had not heard back from Susan about the possibility of repair. I called the store and spoke with someone else and left a message inquiring about my clock. Later that day, I received a text from LWH informing me that the clock was ready for pick up, but didn’t give any info about repair. A few minutes later, I received a text from Susan saying: ‘I have one more repairer to ask about your clock because he specializes in restoring music boxes; so wait until I hear from him, OK?’ I replied and said “yes that sounds good to get another recommendation from a specialist, thank you Susan!” Susan replied: “I got 2 cookin’!” 11/1/23- After almost 4 months, I still had not heard from anyone at Swiss Watchmaker about the status of my clock. I went into the store and asked –the person in the sore did not have any information- but said he would give Susan a message that I’d stopped in. 11/4/23- I did not hear back from Susan so I texted her to ask for an update and what she had learned from the specialist she mentioned in the previous text. I got no response from Susan. 12/8/23 –after another month of no communication from the store, I went in to ask about my clock. The woman in the store said she didn’t know where my clock was but would leave a message for Susan. Later that day I went into the store Susan was there and said she’d have an answer for me tomorrow, the next day. I told her that she had assured me that she would update me but never did. 12/10/23- Two days later, I had not heard back from Susan. I went into the store and asked Susan for an update- she said she was unable to take the clock to the specialist as she had promised. I said that I didn’t want to wait for yet another promised update and that I wanted to take my clock. Susan said that the clock wasn’t in the store but in her car in the parking lot and that she couldn’t go get it. She asked me to wait another day and assured me she would have some news about the repair. I felt that I had no choice but to say okay, and asked her to promise to update me the next day. She replied “you’re on my mind. 12/11/23- I received a text from LWH at Swiss Watchmakers informing me that the ‘cost of repair would exceed the value of the clock’ and that if I chose ‘to pursue restoration, we will require an additional fee of $125.’ I replied that I would pick up the clock that week and would not pursue restoration 12/13 – I went into the store to get my clock. I saw Susan and told her I was very disappointed in the lack of customer service, and that I didn’t feel like a valued customer. I asked for my $50 deposit back since she had my clock for 5 months during which time I received no communication. She said she ‘you have a beautiful clock and I’m sorry if you aren’t happy with what we did.” I asked if there was someone else I could speak with and was told no, that they don’t give deposits back.

I am extremely disappointed in the service at Swiss Watchmaker and will not be returning. Over the years, I was a loyal customer and trusted their workmanship and spent a lot of money on repairs and battery changes. I would warm anyone not to trust Swiss Watchmaker with anything other than a battery change. They used to do great work, but this recent experience has...

This store will make customers feel like it is a privilege to be in their store, instead of the store feeling privileged to serve the customers. They are arrogant, expensive, and seem to completely miss/ignore the concept of serving the customer. My recent experience went as follows:

1. Dropped off an automatic Seiko watch that I bought in Japan 5 years ago. One of the dials on the face of the watch had come off and would jam the needles. I asked to have it reattached and the timing looked at. $25 deposit was asked to have it looked at.
2. I receive a call one week later to tell me that the watch needed to be tuned up or overhauled, which all automatic automatic watches need every 5 years or so. This would cost $225 (minus the $25 deposit). Expensive, but I expected top notch work. 3 weeks later, the watch was ready for pick up. The dial was reattached but was slightly off-centered. The timing was fine. I pay and receive back the watch. The bill says that there is a 6 month warranty on any work or repair that they do.
3. 2 months later, the dial falls off and jams the needles. I can see some glue on the spot where the dial was reattached. So I go back, assuming that this would still be under warranty (well within the 6 month period).
4. As I walk in the store to pick up the watch, a gentleman behind the counter brings out the repaired watch and asks to charge $50. I open up my original receipt to show the warranty date. He tells me that the "lady with the hat" can help me, and kindly asks me to step aside to the furthest corner of the store so that he can help other customers that were interested in buying watches (and spend money, of course). I stand in the corner (there is literally no space for me to move) and wait, and wait and wait while the "lady with the hat" is tending to another customer. 30 minutes later, she comes to my service. No apology, thank you for waiting, nothing. I show her the receipt with the warranty information and date. She just looks at me and says that it was due to a "shock". She did not even look at the paperwork that I took out from my wallet. This whole time, I am holding a bicycle helmet in my hand, since I rode my bike to the store. Then she gestures with her eyes to look at the helmet and then back at me and says "it's a bumpy ride". That's when I finally understood why she was not even remotely interested in considering that maybe the repair was not done right and that it is still under warranty of the repair, but instead it was my fault that I ride a bike and that's what damaged the watch. The watch was fine for 5 years since its purchase, and now it only lasts 2 months (I ride my bike less now than I did before). Alas, a snap judgment and arrogance of the "lady with the hat" and $50 more to add to the $225 repair job is what I got. No apologies, no clear explanation, nothing. Just a clear judgment and assumption that they are right, and I am wrong. Whatever happened to "the customer is always right"???

I WILL NEVER RETURN TO THIS STORE. THEY DO NOT DESERVE TO SERVE ME...

Please read the entire review. I asked Swiss Watchmaker to suggest some sort of agreeable compromise. but they did not respond. As a result, I post this negative review. I hope it saves others a similar bad experience.

In February, 2017, I contacted Swiss Watchmaker, at 58 Church Street in Boston, MA, because they sell Ole Mathieson watches, which is a little unusual, and I had two that needed their crystals replaced. One has belonged to me for many years. It's a wind-up and has never needed repair. The other belongs to my husband. He was wearing it when we got to the shop -- and it was running.

Swiss Watchmaker (SW) quoted me a price of $35 to replace each crystal. I agreed to the price and left the watches.

Days later, SW called to say that the crystals (plastic) would be $50 each. I replied that I had been quoted a price of $35 each. and they agreed. SW then said that each watch needed to be serviced at a cost of $350 each to which I replied -- they're running, please just replace the crystals. SW then informed me that BOTH watched were not working.

I asked for the crystals, only, to be fixed and the watches sent to me -- this was a bout a month ago. Several days ago, I was contacted by SW by text. They wanted to charge me $26 for assessing the mechanical work of each watch. I replied: 'I did not ask you to assess the working of the watches -- they both were working when left with you!'

I gave them my credit card information and asked them to ship the watches back to me. Here is the email I just received:

Hello Susan,

This is to inform you that your two timepieces have been shipped with tracking USPS Registered Mail #NNNNNN at your request.

Furthermore, we have a major difference of opinion in regard to the functionality of your timepieces, as they are both in need of repair. We use the latest diagnostic equipment and our technicians have 30 years of experience.

Our recommendations for the required service have been given to you and you have refused to pay for them.It is our duty to inform when a partial service is requested and the timepiece is not functional.

We regret that the incoming mechanical condition of your timepieces is the same as when you will receive them due to neglected maintenance.

If we can be of further assistance, we can refer to the records we have kept on your behalf.

Best regards,

LWH

What can I do? I did not ask them to open up the watches -- and now both formerly working watches are now non-functioning.

As I said, I asked them to suggest some sort of agreeable compromise. but they did not respond. As a result, I post this negative review. I hope it saves others a...