I've recently received the wonderful gift of a time piece of your Overseas collection from my loving wife of 10 years. Much to my dismay after only a few months of wear the strap detached from the case with two missing screws. As this was a fairly new piece we returned the watch to the central London Selfridges Time2 service center to be sent to the Vacheron Constantin (VC) service department. We were concerned at this point that if such a critical piece of the watch case had failed so quickly VC would surly like to survey the item and ensure the rest of the piece was up to VC standards.
I was disappointed to not have my new watch for about a month including the entire time we were on Safari in Africa, however a gift of this nature was meant to last decades given the appropriate care which I was glad to provide. During the service I had requested that the half link in the strap be removed to improve the fit, as it was a gift this had yet to be done so I thought instead of having a clerk do the work I would request it be done by the authorized repair center while they were already addressing a problem with the strap.
Upon completion of the work I found that the watch strap was now over-tightened at one of the hinge points between links in the strap, such that the link joint no longer moves freely and the watch no longer sits properly on my wrist. I also found that the half link had not been removed as requested and clearly printed on the Time2 work order.
In an effort to maintain my level of enthusiasm for the gift I've returned the watch to Time2 to send in to the VC authorized repair center. This time to have the link screws properly set, and the half link removed from the strap. I've also requested a complimentary valet of the piece as a sign of good faith for having to send my watch back in for it's second month of service work in the 4/5 months that I've owned it.
It was my understanding that the VC commitment stated below was a sign of an organization truly committed to both customer service and stringent quality demands. As such I've given VC every opportunity to rectify basic mistakes in craftsmanship and repair. I've just received a call from the Time2 clerk who spoke with the VC authorized repair center to be told that I shouldn't remove the half link even though they don't have any idea the fit of the strap, and that the binding of the hinge is to be expected and likely a result of glue. I'll remind you that the link in question isn't where the strap originally failed, and point out that an authorized service center should have properly ensured the strap in working order before sending it back to a customer.
The history of Vacheron Constantin has been forged by the quest for excellence, in harmony with its motto “Do better if possible, and it’s always possible”.
That is why all Vacheron Constantin watches issued from 1755 to the present day can benefit from repair, overhaul or restoration work scrupulously complying with the aesthetic and technical criteria of each individual timepiece.
Vacheron Constantin builds upon its enduring watchmaking know-how by promoting in-house training. Its master-watchmakers are thus also responsible for educating new generations of watchmakers with respect to the brand’s stringent quality demands.
This means customers can be sure of getting the best possible service. Always."I am a walking billboard for VC time pieces, and my social circle is both of the means and inclination to purchase watches in and above the price range of those created by VC. In the few months that I've been able to wear the watch I've been asked by multiple people what kind of watch it was and my thoughts. I would like to continue to answer those questions in a way that reflects the Vacheron Constantin commitment to me as a customer.
Please don't hesitate to contact me at this email address or the phone number below with your questions or apologies.