I took my Big Pilot watch back to the IWC boutique for service -- for the second time in six months. Big Pilot crowns are notoriously fragile, and this one had already been fixed under warranty just five months earlier.
The Zurich boutique initially handled it professionally. The representative confirmed it was under warranty and expressed sympathy for the repeated issue. But weeks later, I received a condescending letter rejecting my claim, implying user fault, and charging me 250 CHF. The tone was dismissive and the reasoning absurd, considering how rarely I wear the piece -- barely a handful of times.
It's galling. I've owned five Big Pilots, purchased years ago in Los Angeles for my team after selling a company. I even mentioned this, along with my broader collection, at the boutique -- yet somehow, that didn't warrant even basic respect or trust. I was wearing a new Day‑Date in rose gold at the time, if credibility were in question.
For a brand under the Richemont umbrella -- whose watch divisions are already sliding 15% in revenue -- this kind of service is tone‑deaf and shortsighted. Charging loyal customers a token few hundred francs while disregarding warranty terms and their own representative's assurance is shameful.
There are far better luxury houses that still value their clients. IWC Zurich? A complete failure -- poor communication, poor judgment, poor service. Avoid. read more