手錶保養 要求不要拋光 結果被通知已拋光 - 手錶

跟大家報告，很遺憾..

4/10至今沒有任何後續 官網和101 IWC都沒有

不知是不是官網feedback系統有什麼問題

連"我們收到您的feedback了，將內部了解後回覆您" 這樣的回應都沒有

將再寫一封feedback去質疑

On APR 10, I issued the below feedback at this feedback system. Three days
passed, I have not received any reply. I do not know what went wrong. Does
this feedback system work??

※ 引述《Wayne5 (Wayne)》之銘言：
: 努力寫英文信去官網的FEEDBACK反映了 希望總部能給予適當處理
: English is not my first language, but I am going to try my best to describe
: the whole situation that disappoint me so much about the brand of IWC which I
: Iove.
: Location: Taipei 101, Taiwan
: Repair reference number: XXXXXXXXX
: Customer repair number: XXXXXXXXX
: 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
: me.
: 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
: believe.
: ※ 引述《Wayne5 (Wayne)》之銘言：
: : 題外話：
: : 分享一個之前自己遇到的LV案例
: : 買了個LV包，用了兩年
: : 兩年之間背帶不時會掉下來 很難形容
: : 總之應該是扣環的因素
: : 起初並不以為意 後來久了受不了了
: : 兩年後回專櫃送修 已經用了兩年喔！！
: : 檢查後LV說是扣環的瑕疵
: : 同款產品已經對扣環進行了修正
: : 我可以換這個同款修正後的產品
: : 或是換等值商品
: : 這個處理方式遠遠超乎我的預期
: : 其實他只要換新的扣環給我我就很滿意了
: : 結果在櫃員的鼓吹下我換了另一款產品
: : 櫃員說反正已經用兩年了 不如換換口味
: : 也剛好有喜歡的產品 就這樣換了
: : 真心覺得LV在這方面真的超屌
: : 之後都會向朋友推薦
: : update 4/10 5pm:
: : 最初業務說減免5K保養費
: : 剛剛維修部(應該是主管)打來說可以保養費半價
: : 我再度重申我的立場
: : 之後又加碼說此次保養免費
: : 我依網友推文的建議說那能否換殼/換錶帶 (反正換有影響的部分)
: : 維修部主管給我的感覺是滿腦疑問
: : 先說是聽不太懂我的意思，後來大概懂了
: : 說，他那邊沒有料，不然就要送回歐洲原廠看原廠怎麼處理
: : 我問，那要多久，他說不知道，shipment可能要很久時間
: : 最後我就跟他說就還是回業務端系統處理吧
: : 我也不想重複的話再講第二次
: : 對方態度良好 也誠懇承認疏失
: : 也表示理解我的立場 如果他是我也會很生氣
: : 但FOC(應該是free of charge)是他的權限能做的最大限度了
: : 以上更新狀況
: : 手錶保養 要求不要拋光 結果被通知已拋光
: : 前幾天接到了這個令我相當生氣、難過的消息
: : 先不講品牌 只能說算是中高端到高端的品牌 101有專櫃
: : 拿錶去101專櫃保養，因我希望保有錶的原型，一而再再而三的要求”不要拋光”
: : 講了至少三次以上，而且跟兩個不同人講，維修保養單上也有註記
: : 我想這不是什麼特殊的要求，相信很多手錶愛好者甚至玩家都有這樣的需求
: : 希望保有手錶原本的形體
: : 而且”拋光”這個動作是不可逆的 我的愛錶要怎麼辦
: : 接到業務來電，跟我道歉，並說可以減收保養費用數千，問我能否接受?
: : 我當然不能接受
: : 業務問我怎樣能接受，我說因為拋光是不可逆的，那就換一支錶給我
: : 他可能覺得我的要求很過分，有笑了一下，說，這支錶停產了
: : 然後又說，這是維修部的問題，坦白講就算有庫存也不可能換給我
: : 公司政策不允許
: : 我說公司政策是你家的事
: : 今天我相信原廠，花高昂的費用去原廠維修，講了多次不要拋光 也有白紙黑字維修單
: : 今天維修的不好，比如說不准之類的，我也只能摸摸鼻子拿回給原廠重修
: : 畢竟還是能處理的 但拋光不是啊 拋下去就沒了
: : 最後業務說他再幫我向維修部爭取看看維修費用的減免能否更多 可能就再多幾千吧
: : 我跟他說這不是我要的
: : 他反問我那我想要怎樣 就陷入鬼打牆了
: : 最後就是一般協商的老劇本，業務說再跟公司討論看看
: : 坦白講，這個業務也是無辜，其實他該做的都做了，是維修部出包，自己也是業務，所
: 以
: : 也是盡量心平氣和的跟他講，跟他說如果自己不能處理就往上報啊
: : 請問各位先進/前輩 我該如何保障自己的權益
: : 真的滿難過的 難道我們買家就只能這樣接受嗎? 不應該是這樣吧?

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