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本帖最后由 duckularcastle 于 2013-8-29 01:53 编辑
买表本来是意见很开心的事情，GO身为小品牌，多多少少有点小问题我能够接受，可是买来一个礼拜后连续跑三次没有修好，作为爱表的玩家，相信所有人都无法接受。之前的帖子都不想回首：
http://www.iwatch365.com/thread-17332532-1-1.html
6月刚刚买的90月相，发现一天快30s，6/25上海美罗城送修，机器上测试没有问题，回家。
6/26日早上仍然30s，美罗的主管姚师傅亲自看了，说击摆，送修。
7/16日取表，师傅说是发条缺油，上了油，说没问题了，回家。
7/17日早上依然30s，当天再次送修，姚师傅仔细机器上测试，说还是击摆，可能是擒纵问题，需要调节马脚的距离。
其实中间打了无数电话，也投诉了GO，GO客服知道我送修了，也关心了一下，说等我拿到后的情况。
7/30日13：00，今天取表，姚老师傅还是很耐心的说调节了马脚，换了发条，他也亲自测试了，没有问题。还打了12117电话对时，13:00时候是0误差。
现在是晚,23:22，已经走快了16s，估计击摆的问题还是没有解决。我狠了心，明天请半天假，我希望纳沙泰尔能给我一个交代，对于一个奢侈品牌连续送修三次到底要如何解决，根据国内三包，这种情况是要换新表的，但是无奈我欧洲买的，估计到时候一定会扯皮，不知道之前和GO打过交道的兄弟姐妹们有什么经验分享。
朋友们祝我明天好运吧，也希望swatch的人员能听到我们爱表族的声音，明天我会努力和GO沟通，大家后续期待我的进展，也给卖了GO等待保养或者打算买的朋友们一个经验分享，纳沙泰尔的情况就是这样。等这次有结果了，我会好好和大家分享新表击摆的原因和处理方法。说来也巧，那天正好weibo看到有师傅分享击摆维修经验，我还真成了专家了。姚师傅虽然态度很好，但是来回打车费和请假出来的时间谁来替我买单呢？
去年记得AP有一个投诉售后服务的帖子被封贴了，不知道我的会不会被swatch和谐呢，呵呵。
8/1 更新：
为了给大家做榜样，而且本人的沟通能力还算OK，7/31我给GO德国售后打了电话发了邮件。自然人家态度还是很好的，邮件如下，我主要说明了情况，并且要求他们给结论，最好换表。当然他们回绝了，但是也没有实质性的解决方法，只是让SMH继续帮我好好修理，承诺更换零件。我刚刚回复了邮件要求他们延长保修时间，不知道GO有什么态度。作为大公司，我希望他们能在保修上给我补偿，想想这来来回回7、8次的路费和多少个难眠的夜晚，呵呵。
Dear Mr. Strauss,
Thank you for your e-mail and bringing this matter to our attention.
We are truly regret the repeatedly occurring malfunction of your PanoMaticLunar shortly after purchasing. We totally understand your disappointment and hope to provide you a valuable suggestion.
As promised on our recent telephone conversation we are getting back to you.
We have been informed by our local partners about the carried out works in all details. Afterwards we have checked with our local Workshop Manager for a final and everlasting technical solution.
The recurring high amplitude could be avoided by replacing the pallet.
Please be assured our competent watchmakers locally put highest priority on your issue and try to expedite the repair anyhow.
Furthermore please be assured your timepiece will be returned to you in its fully functional and reconditioned state.
We hope for your understanding and wish you will soon have a lot of pleasure wearing your Glashütte Original watch!
If you may have any further question, we and our partners are always at your disposal.
With best regards
Paula Lohse
Customer Care
Tel.: +49 (0)35053 46 16 500
Fax: +49 (0)35053 46 16 501
e-Mail : serviceinfo@glashuette-original.com
Glashütter Uhrenbetrieb GmbH, Altenberger Straße 1, 01768 Glashütte/Sachsen, Germany
Tel.: +49 (0)35053 – 46 0, Fax: +49 (0)35053 – 46 205, E-Mail: info@glashuette-original.com
Web: www.glashuette-original.com, Geschäftsführer: Günter Wiegand, Thomas Meier
Vorsitzender des Aufsichtsrates: Nicolas G. Hayek, Sitz der Gesellschaft: Glashütte/Sachsen
Amtsgericht Dresden HRB 1084, UST-IdNr.: DE 140460759 – Steuer-Nr.: 206/109/00020
WEEE-Reg.-Nr. DE 43658550
Premiere of the new Glashütte Original timepieces at BASELWORLD
Pavonina – Glashütte Original presents a brilliant tribute to women
Von: wangsalsastrauss
Gesendet: Mittwoch, 31. Juli 2013 10:30
An: service (Glashuette Original)
Betreff: 4times repair for a new GO！
Hello staff of GO,
I am the customer from Shanghai China, and my watch has been repaired for 4 times in Shanghai, pls see my experience below:
2013/6/10: my friend bought GO 9002433205, Panomatic Lunar Nr:XXXX in Europe for my birthday present.
2013/6/25: I found my watch goes 30s faster everyday and I sent to Shanghai service center(SMH Shanghai Watch Service Center No.30 Tian Yao Qiao Road,200030 Shanghai), they tested on the machine and said only 5-8s fast per day and returned my watch
2013/6/26: Still 30s fast and went to SMH center again, an old experienced professor Mr Yao come to me and said the problem due to the high swing of the balance wheel(about 330 degrees) and need to adjust for about 2 weeks
2013/7/16: I went to SMH and got my watch, tested, 5-8s fast per day. The professor Yao said they changed the spring and lubricated it. But when at night, I found the watch is still 30s fast.
2013/7/17: I sent the watch again to SMH and professor Yao check and said there is still a swing boost when the spring was wound fully when I am wearing the watch. I was really disappointed and agreed to leave the watch again.
2013/7/30: I went to SMH to pick my GO, Yao said the watch is done, they adjusted the escapement and there will be no problem. But when I got back home, the watch is still fast.
2013/7/31: I found the watch is 35s fast today and I went to SMH again for repair. Mr Yao tested the watch with me together, said it is hard to figure out the problem and need to leave the watch again for inspection and will be done within 8/31.
My opinion:
For GO, an international brand and a new developing market in China, shanghai, I feel so disappointed that my watch been tested for 4 times the 1st month that I bought it. I am a watch fan and I have 10pcs watches and GO is the worst experience for me. I also uploaded my exp to facebook and Chinese facebook and other watch forum to warn other GO fans about new watch problem.
Suggestion:
For a new watch been repaired for 3 times but still has problem, I suggest GO should exchange a new watch for me, I cannot understand a luxury brand has such big problem, esp for a new watch, not an old one!
I am now calling Chinese customer complaint bureau for this case, also I will call social media and they will also help me to contact SMH. But I still want GO to give me an official solution. Looking forward for your reply.
Best regards
8/2日更新，昨天又给GO邮件，强调了修完后的延保，并且把我的这个强大的曝光帖链接给他们看。最后他们说还是考虑给我换一块新的表。哈哈，功夫不负有心人。
其实这些品牌只要你的确有理由，并且思路清晰，并且运用论坛等工具把事情传播出去，他们还是会好好处理的。GO这种正处於品牌建立时期的公司还是很注重塑造良好形象的。只要坚持为自己的权利斗争，他们还是会给你满意答复的，不过有几个兄弟能像我这么有耐心毅力去和他们搞呢。。。。哈哈
大家期待我换表的经过吧，他们说还要处理一下内部流程。身为德国公司打工的我自然也知道德国人流程的复杂性。。。拿到表后我会继续补作业，告诉大家整个经过的。
Dear Mr. Strauss,
Thank you for your reply and your explanations.
After further internal verifying and feedback by the responsible Brand Manager we are very pleased to provide you a new watch at the end.
We hope to restore your satisfaction and keep you as a great watch enthusiast of Glashütte Original.
We are now checking further proceeding with our partners locally.
Therefore we kindly ask for your understanding and further patience.
We would get back to you by the beginning of next week.
We hope this offer will find your approval.
Thank you in advance.
We are always at your disposal.
With best regards
Paula Lohse
Customer Care
Tel.: +49 (0)35053 46 16 500
Fax: +49 (0)35053 46 16 501
Von: wangsalsastrauss [mailto:windsonwang@hotmail.com]
Gesendet: Donnerstag, 1. August 2013 18:16
An: serviceinfo (Glashuette Original)
Betreff: RE: WG: 4times repair for a new GO！
Hello Paula,
It is so comforting to hear from GO afterservice. I read your reply carefully and concluded as below:
1. GO Germany still insist in repairing the watch in SMH and promise to exchange spare part.
2. GO did not mentioned how GO is to compensate my loss in time and disappointment.
Pls understand how sad I am when I suffered such big sorrow for my B-day present, and how I feel the quality and service level after 4 times repair. Also, I am still worried about the quality even the watch finished its final repair.
My suggestion:
From the date when I got my watch again(the 4th repair...), I need to extend my warranty period for another following 5 years to ensure no more problem for high amplitude and high daily error.
BTW,
I forward the mail into the most famous Chinese Watch forum to show GO's afterservice, many GO watch fans and prospective GO customers are watching your reaction and your attitude towards my case(sorry it is in Chinese, but you can still see the replis and attention numbers). The post was top up now. I will go on following the case and let everyone knows the result.
http://www.iwatch365.com/thread-17334448-1-1.html
Looking forward for your reply.
BR.
Strauss Wang.
8／8更新，GO德国来电说换新表只是更换机芯，顿时感觉一百个被骗，马上正式回复，要求换新表，大家一起监督。
发件人: wangsalsastrauss <windsonwang@hotmail.com>
收件人: <serviceinfo@glashuette-original.com>
主题: RE: AW: WG: 4times repair for a new GO！
日期: 2013年8月8日 12:13:19
Hello Paula,
First I was glad to get phone call from Germany yesterday. But also I was disappointed that your colleague told me the "new watch" means only replace the caliper. In your reply GO confirmed to give me a brand new watch not replace the caliper. Pls do not play games in words. New watch does not mean old watch replacing caliper, like a new car does not mean old car replacing the engine. This is refurbishment, remanufacture, not means "new watch".
I highly recommend GO to keep your words, as an international luxury brand, you should not change your promise to customer. I would not like to say GO was cheating customers but I really felt like that on my case.
Hope to get your reply soon.
Strauss Wang
Shanghai China
8/18更新：又是一个礼拜过去了。GO最后还是邮件回复说只更换机芯，延长5年保修。追问之前所说的新表，GO闪烁其词。我对GO还是比较失望的。作为一个大厂，出尔反尔，而且反复变换说法，对消费者及其不负责任。兄弟们大家引以为鉴吧。说实话，我最失望的是他们的信誉。说了换表，最后说换机芯，那最初就不应该回复换NEW WATCH。
Dear Mr. Strauss,
Thank you very much for your further e-mail.
We totally understand your disappointment about treating your complaint so far. We just would like to give you the chance to talk to a representative in your native language.
Therefore we hope to restore your satisfaction with the following explanations and confirm our decision informed by Ms. Ling Wolf as requested as well.
After a very detailed internal meeting our General Manager decided to refurbish your PanoMaticLunar as best as possible.
We gladly offer you a new movement – as the heart of the watch - mounted at every Service Center you prefer.
Regrettably, we are unable to provide you an entire new watch as the malfunction refers only to the movement and the case and the strap are intact.
To restore your satisfaction and assure the durability of a Glashütte Original watch we give you a 5 years warranty on the carried out works as well.
We hope for your understanding.
Kindly take our sincerest apologies for any inconvenience caused by that matter.
Please advise us your decision to arrange all further steps.
Thank you in advance.
For any further questions we are always at your disposal.
With best regards
Paula Lohse
Customer Care
Tel.: +49 (0)35053 46 16 500
Fax: +49 (0)35053 46 16 501
e-Mail : serviceinfo@glashuette-original.com
8/29更新：GO还是死不悔改地说换机芯。到今天为止已经过去三周了，说机芯要9月中旬到上海SMH，装配调试又要2周，所以这一折腾要到10月份我才能彻底修好我的GO。这来来回回三个半月的痛苦经理让我对GO还是很失望的。大家引以为鉴吧。结论就是出了问题换表是不可能的，除非你是国内买的到专卖店换还有可能。国外带回来的出问题只能忍气吞声地等德国的回复。大家也看到时间是很慢的。GO，我可能不会再买这个牌子的表了，伤得很深。
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狗仔卡
发表于 2013-7-30 23:25:51
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