Hi ladies and gentlemen,
I am wondering what your experience has been with your Cartier watches.
Mum bought herself a ballon bleu last October, which has been running very fast from the get-go.
She hurt her leg and had been monitoring her watch at home but decided that it wasn't good enough after finding that the watch was running 8 minutes faster 4 weeks after it had been reset.
I took it to Cartier for her and the boutique ran a function test then monitored it for about 10 days. Apparently the watch was "a couple seconds" faster which was within their norm, according to the lady at the servicing section. The boutique manager later told me that it was faster by 4 seconds per day but there's specific written record of the test result so I'm not sure who would be more accurate. In any case, 4 seconds is apparently within their standards.
Now, even if it was 4 seconds faster than the actual time per day, that's only 2 minutes over a month so I'm not sure how it became EIGHT minutes faster.
Cartier boutique manager has offered to either send it for further testing or replace the mechanical clock work inside the watch but both would require opening the watch, which mum refuses to allow.
The boutique manager insists that there's no defect and that it would be perfectly fine in terms of value as it would be like taking a car to servicing but mum doesn't believe that and frankly she doesn't trust him.
Considering we've never had any issues with other much cheaper automatic watches, like my cheap Seiko, the fact that there's such a substantial defect to a brand new watch doesn't seem right. We've also had other expensive watches like Piaget which have never had such issues.
The whole experience has been very upsetting for Mum who thought that this would be a lifetime investment piece. I know that this is not the most expensive watch on earth but for $25K, and a Cartier, surely the watch should be running on time at least for a few years..?!
She wants return the watch but the boutique manager insists that his offer is over and beyond the service objectively and legally expected of Cartier and won't provide a full refund or replacement. I disagree with that and will be looking at further action.
What are your thoughts? Have you ever had to escalate your complaint further up than your boutique manager?
It would be so helpful to hear what your experience has been with your Cartier watches and Cartier's customer service.
Thanks so much in advance! Here's pic of the actual watch.
I am wondering what your experience has been with your Cartier watches.
Mum bought herself a ballon bleu last October, which has been running very fast from the get-go.
She hurt her leg and had been monitoring her watch at home but decided that it wasn't good enough after finding that the watch was running 8 minutes faster 4 weeks after it had been reset.
I took it to Cartier for her and the boutique ran a function test then monitored it for about 10 days. Apparently the watch was "a couple seconds" faster which was within their norm, according to the lady at the servicing section. The boutique manager later told me that it was faster by 4 seconds per day but there's specific written record of the test result so I'm not sure who would be more accurate. In any case, 4 seconds is apparently within their standards.
Now, even if it was 4 seconds faster than the actual time per day, that's only 2 minutes over a month so I'm not sure how it became EIGHT minutes faster.
Cartier boutique manager has offered to either send it for further testing or replace the mechanical clock work inside the watch but both would require opening the watch, which mum refuses to allow.
The boutique manager insists that there's no defect and that it would be perfectly fine in terms of value as it would be like taking a car to servicing but mum doesn't believe that and frankly she doesn't trust him.
Considering we've never had any issues with other much cheaper automatic watches, like my cheap Seiko, the fact that there's such a substantial defect to a brand new watch doesn't seem right. We've also had other expensive watches like Piaget which have never had such issues.
The whole experience has been very upsetting for Mum who thought that this would be a lifetime investment piece. I know that this is not the most expensive watch on earth but for $25K, and a Cartier, surely the watch should be running on time at least for a few years..?!
She wants return the watch but the boutique manager insists that his offer is over and beyond the service objectively and legally expected of Cartier and won't provide a full refund or replacement. I disagree with that and will be looking at further action.
What are your thoughts? Have you ever had to escalate your complaint further up than your boutique manager?
It would be so helpful to hear what your experience has been with your Cartier watches and Cartier's customer service.
Thanks so much in advance! Here's pic of the actual watch.
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