At the beginning of 2019, Patek Philippe’s Shanghai customer service center was fully upgraded. This is another intimate move made by Patek Philippe to improve the customer service experience after the upgrade of Beijing’s customer service center last year.
Patek Philippe Shanghai Customer Service Center
Patek Philippe Beijing Customer Service Center
The Patek Philippe Customer Service Center is divided into a customer reception area and a technician work area. The overall space design refers to the unified pattern of global customer service centers.
After the upgrade of the Shanghai Customer Service Center, the overall customer reception area increased from 104 square meters to 122 square meters. The area of the public waiting area increased from 76 square meters to 92 square meters. The number of independent reception rooms increased from 2 to 3. Improve reception efficiency. In addition, the new furniture, wallpaper and marble flooring retain the classic Patek Philippe elements, but have a new look in color and texture. As for the technician’s work area, a new case polishing workshop has been added, and three new polishing machines and new cleaning equipment have been newly introduced. It is operated by a clock technician who has received 18 months of professional training at the Patek Philippe headquarters in Geneva. He is also the first professional polisher in China. division. The continuous improvement of professional equipment and talents has further improved the maintenance quality of Patek Philippe watches in China.
When buying high-end watches, consumers need to be wary of ‘fake’ not just the watch itself, but often face many problems in the after-sales service. If consumers inadvertently send love watches to unofficial repair points, not only will it result in expensive expenses, but they will also be more likely to encounter ‘minor overhauls’ and ‘stealing beams and changing columns’. The watch will not be properly handled, and may even be affected. Major damage, but consumers regret it. Patek Philippe, while trying its best to improve its customer service system, has repeatedly reminded customers to send their watches to the official after-sales service center for inspection and service by professional technicians.
Overview of Patek Philippe China Customer Service Center
Patek Philippe’s official customer service center in China is located at Shanghai Yifeng Bundyuan and Beijing Qianmen 23. There are currently 30 professional watch technicians. The recruitment and training of these technicians follow the strict standards set by the Global Customer Service Center in Geneva. Both training and assessment Conducted at Geneva headquarters. At Patek Philippe, technicians are divided into four levels according to their professional level, and the third and fourth levels are subdivided according to the complexity of the movements that the technician can maintain. In such a multi-level training system, each level of training courses is about 4 weeks. After obtaining the qualification of a certain level, the technician must also work for at least 36 months before receiving the next level of training. This is In order to ensure that the technicians have sufficient practical experience at a professional level, they can judge and deal with watch problems properly.
This level of subdivision and strict control over training time and practice time fully reflects Patek Philippe’s attention to the details of watch maintenance. This also meets the strict requirements of the Patek Philippe Seal. Patek Philippe Seal is a strict quality standard formulated by Patek Philippe. The after-sales service of the watch is also included in the scope of quality standards.
In addition, the Patek Philippe Talent Center, established in Shanghai in 2013, recruits 6-8 young students who are passionate about watchmaking in Greater China each year, and has become a reserve for Patek Philippe’s professional technician team. A strong team is another powerful guarantee for guests’ love watches to be passed down from generation to generation.
Service category: fast, partial, comprehensive
Depending on the level of care or maintenance required by the watch, the customer service team will advise on the condition of the watch, divided into three levels-fast maintenance, partial maintenance and comprehensive maintenance. According to different levels of service, Patek Philippe has also developed a set of globally unified customer service center charging standards, based on the quotations from Geneva headquarters, and the global markets are converted according to local exchange rates and tax rates.
1. quick service:
Quick maintenance refers to services such as regular watch inspection, leather strap replacement, metal bracelet adjustment, battery replacement or watch adjustment. The entire maintenance can be carried out in a fully transparent quick maintenance station, which can be completed in 30 to 60 minutes depending on the situation.
2. Partial maintenance:
Partial maintenance refers to the maintenance or repair of the watch’s external components such as the case, crystal case, waterproof gasket, etc., without the need to completely disassemble the movement components. The most common local maintenance is the replacement of the watch’s mirror, which is usually caused by the watch’s falling or bumping. If the watch does not have any accidents, but there is an abnormal time or other conditions, you can also try to conduct further inspection and analysis through local maintenance. The local maintenance takes about 3-4 weeks.
· Appearance, waterproof and oil inspection:
✓ Check appearance. Inspect all the exterior non-mechanical parts of the watch-case, cover, crown, dial … etc., while understanding the customer’s wearing habits.
✓ Check whether the watch is running normally, whether it is waterproof, and judge preliminary problems.
✓ Check the watch maintenance records. At present, Patek Philippe watches owned by Chinese customers are mostly new watches for 2-5 years, so most of them have not been routinely maintained. Problems can usually be resolved after routine maintenance, such as washing oil.
· Six-direction meter travel time and swing test: Place the watch on a special testing instrument and analyze the value through a computer.
✓ Patek Philippe strictly executes the six-direction instrument travel time test, which are the dial surface, the dial surface, the crown up, the crown down, the crown left, and the crown right. This test is more rigorous and comprehensive than the general three-angle test. Then use a computer to analyze whether the seconds of a day and the beat frequency of the pointer are normal.
✓ Detect the swing of the balance spring device (that is, the angle between the balance position of the balance spring device and the maximum distance angle). The balance wheel is like the heart of a watch, and the swing amplitude needs to reach a certain standard value to ensure that the watch walks normally. If the swing value is too small, it may be caused by lack of motor oil, and the common symptom is that the travel time becomes faster.
3. Full maintenance:
At present, the customer service center of Patek Philippe China provides comprehensive original factory maintenance services at the same level as the Geneva headquarters. Except for some super complicated watches (such as the minute repeater or two-second chronograph) or antique watches over 20 years old, which need to be returned to Geneva headquarters and require more time, a complete and comprehensive maintenance is about 2-4 Can be completed in months.
· Fully disassemble the watch and inspect all movement components.
✓ The watchmaker disassembles the watch case, strap, bezel, and crystal case separately, and places them in a special case. The case can be polished and cleaned according to customers’ wishes. The movement is placed in a separate dust cover, waiting for further disassembly, cleaning and testing.
✓ Complete ‘internal medicine’ check for the movement: the number of parts of the movement varies from about 160 to about 600 depending on its complexity (super-complex movements, such as with three questions or two-second chase hands, The number of parts can reach more than 500, which must be inspected and repaired by the Fine Watchmaking Workshop at Geneva headquarters). Each movement needs to be completely disassembled so that every part can be inspected and cleaned, and different oils are used for different parts for lubrication. This is a tedious and long process. All parts will be cleaned in special instruments and assembled one after another. Each movement is specially taken care of by a watchmaker, and each step is carefully proceeded.
· Final test. Due to the functional complexity of the watch, it takes different working days, while the self-winding watch requires a slightly longer test period.
✓ For manual winding watches, it takes about 40 hours to test before winding it for power test.
✓ For automatic winding watches, check whether the power reserve reaches more than 10 hours after winding for 1.5-2 hours.
✓ Six-direction meter travel time and swing test.
✓ Simulate the movement time of the arm movement. Depending on the movement model, check the movement time accuracy every day for 2-3 days.
Reminders and suggestions from Patek Philippe–
· Patek Philippe recommends that guests keep the enthusiasm of loving watch at all times, so that they become the person who knows the watch closest to them. If the watch is abnormal, it is recommended that I personally contact and take the watch to a customer service center.
· When visiting the Customer Service Center, please bring the Certificate of Origin for the watch. When it is necessary to return the watch purchased from Switzerland to the Swiss factory for maintenance, the customer must provide the tax payment certificate issued by the Chinese customs.
· Patek Philippe hopes that each of its timepieces will be passed down from generation to generation. For long-term inheritance, the maintenance recommendations are:
✓ Maintenance period: Regardless of whether the watch is wound manually or automatically, it is recommended to perform regular maintenance on the watch every 3-5 years. However, since the battery life of a quartz watch is generally about 2-3 years, the quartz watch needs to be sent to a customer service center to replace the battery in a timely manner.
✓ Waterproof watch: The waterproof gasket may start to slacken after 1 year, which will reduce the waterproof function and increase the risk of moisture of the watch. It is recommended to perform a water resistance test every year.
Understand the health status of Love Watch The first question and listen ——
· The most important preparation before maintenance is to help the watchmaker find the problem based on a complete and true description of the condition given by the customer.
✓ What happened to the watch? Under what circumstances did you first discover this problem? What were the symptoms of the watch at that time? How do you usually wear watches? These seemingly basic questions and answers will effectively help the customer service team make the correct initial diagnosis for the guest. Some problems may only be caused by incorrect adjustment and setting methods, or incorrect wearing habits, and guests can follow the instructions to make corrections themselves. If the problem cannot be resolved by itself, Patek Philippe highly recommends sending it to the customer service center and leaving the watch at the customer service center for further observation in order to make a final diagnosis.
✓ After initial understanding of the condition of the watch, customer service staff will check the Certificate of Origin and the warranty period of the product. Patek Philippe Customer Service Center can provide service free of charge if the watch needs maintenance during the 2-year warranty period and there is no “not applicable” condition (see the description at the end of the article for details).
Note: Patek Philippe’s warranty does not apply to the following situations:
✓ Normal wear and tear
✓ The watch has fallen due to improper use
✓ Watch is hit
✓ Placing a watch without water resistance in a humid environment
✓ Leather strap replacement
✓ Quartz Watch Battery Replacement
✓ Damage to the watch caused by maintenance by a non-Paida Philippe Customer Service Center
Patek Philippe Beijing Customer Service Center
Phone: +86 10 6512 8875
Email: [email protected]
Address: Block D, 23 Qianmen East Street, Beijing
Patek Philippe Shanghai Customer Service Center
Phone: +86 21 5308 1886
Email: [email protected]
Address: 4F, Yifeng Bundyuan, 99 Beijing East Road, Shanghai
Monday to Friday, 10:00 – 17:30
(Saturdays and public holidays are non-business hours. The reception of the customer service center is performed at Patek Philippe.)