TAG Heuer service experiences

Wow that is unbelievably bad

Today is August 29, 2024, and I last posted an update on July 18, 2024. However, the following is a complete timeline of my experience of having sent my watch (TH 4000 Series) in for repair at the facility located in New Jersey (USA) (all of this was previously posted in this thread except for a few items at the end):

(1) I sent my watch to the Service Center in New Jersey; my service request was submitted via their website on April 24, 2024 (and I sent the watch in on April 26, 2024).

(2) It was received by TH in New Jersey on or about May 2, 2024 and they updated the service website to say "Diagnostic in Process."

(3) On June 14, 2024, I posted a message on the service page of the TH website. This message is apparently tied to my repair and I would suspect they could see it. In that message I asked for an update (or any news) as to my repair. It is now June 21, 2024, and they have not responded to that post/message. (UPDATE: As of August 29, 2024; they still have not responded to that message BUT they do respond to direct emails.)

(4) As of June 21, 2024, I had not heard anything from TH since May 2, 2024 (when they updated the website).

(5) Today (June 21, 2024) I am sending them an email as well ... I will let you know if I ever hear from them again (as it has now been almost two-full months since I mailed my watch to them).

***

(6) I sent them an email on June 21, 2024; and I got a response on June 26, 2024 (5 days later). The response I got is as follows:
NOTE: The timing of their response makes me wonder if they did not look at my watch until they received my June 21, 2024 email.

I responded the same day (June 26, 2024) asking:


NOTE: Of course I still want an estimate; as I would not have sent it in if I didn't want you to repair it.

On June 27, 2024, I received the following response:


So, apparently it can be fixed (for a price/cost that is yet to be determined). However, it will no longer be water resistant (which is unfortunate; but I guess I can live with that).

***
(7) I finally got the estimate for repair on June 28, 2024.

NOTE: Due to the responses and timing following my June 21, 2024 email, I am under the impression that my watch might not have been looked at until I emailed them on June 21, 2024. If that is the case, I would recommend anyone else sending their watch in to just stay on top of them and email them if you don't hear anything (as once they got my email, things seemed to move a little faster).

After reviewing the invoice, I took some time to think about it and look into a few things (the repair estimate was just under $500 and I was trying to decide if I really wanted to sink another $500 into a watch that only cost $1,500 originally). I finally called them on July 16, 2024 about the estimate. After talking to them, I went ahead and paid for the repairs to be completed (paid on July 16, 2024). There is an obvious delay here on my part (from June 28, 2024 to July 16, 2024; or 18 days, and that much is on me).

NOTE: When speaking to them on the phone, the representative was non-committal as to what the repair invoice meant and/or what each repair would do (or not do). I know this is because she didn't want to be accused of "guaranteeing" anything; but it made it difficult to have a conversation about what was going to happen, etc. In the end, I had to simply pay the invoice or not ... but trust that they would take care of everything to make the watch work again (without any real explanation or discussion). I took the leap-of-faith; knowing that if it didn't work, there was a 2-year warranty on anything they "fixed."

***

(8) I received an email on July 18, 2024 (2-days after paying the invoice), saying that TH had received the necessary parts and that the repair of my watch had begun! However, the email said that they also anticipate the end of the repair to be between September 9 and 13, 2024 (or 2-months from now). If the estimate is correct, and I get my watch back in the mail a week after September 13, 2024 (or on about Sept. 20, 2024), it will have been five (5) months since I mailed in my watch!!

NEW UPDATE

(9) I received an email on August 26, 2024, saying that my watch repair was completed and they were sending it back to me!

(10) I received my watch via FedEx on August 28, 2024!!

NOTE: I received my watch back 124 days after I sent it off to them on April 26, 2024 (however, I should subtract 18 days based on my own delay; making the total time about 106 days).

My watch was sent in a large FedEx box (about the size of a ream of paper). Inside of that, was a smaller brown box with a Tag Heuer logo, and that smaller box contained a small black zipper case with my watch inside. I have not completely unpacked the watch yet (as I just got it back); but as soon as I get it out and set up, I will let you know if I have any issues with the repair (i.e. if it is not working properly, etc.).

OVERALL

At this point, while the process did take 3.5 to 4 months (April 26 to August 28), I will say that it was rather painless (other than the wait). The biggest issue was the "trust" aspect of just sending it off and then waiting, and trusting that they would take care of it (which they did). There was not a lot of communication from them, but they did respond to my emails and tried to answer my questions. However, in the end, I got it back and as of right now, it appears to look great. I mean, when I sent it off, I had issues that fell into two categories: (1) the watch didn't work, and (2) the exterior of the watch was banged up and needed to be restored. Like I said, I have not operated the watch yet, but the exterior looks great as they replaced the enamel TH logo, etc. (I will report back and let you know if it works, keeps time, and if the bezel actually turns ... as the bezel has never worked properly and was almost impossible to turn).

Oh, and the watch looks just like it did when I sent it off. I had heard some stories of people getting watches back with a different color face, or different pieces (and a changed appearance). Due to the age of my watch, I was very worried that this was going to happen to me. However, at first glance, it appears as if the watch looks exactly the same (but I will study it more later and report again if I find anything different). In other words, all the pieces look to be the same original pieces, or the same piece but new and replaced (I believe the crown might be a new crown, and not the original one that was on the watch when I sent it off; but if it is a new one, it looks almost identical to the original).

106 days to service a watch, what a joke, all in all it sounds like the absolute opposite of a luxurious experience

Yes, the time was the biggest downside to the whole thing. Had it gone faster, it would have been much better.

Way to get 'er done, and many thanks for the report! 👍
Some pics of your freshly serviced TH 4000 beauty would be welcomed.

I finally have an update on my story with stolen watches.

After couple weeks back and forth insisting on getting money back rather than watch replacement - TH proposed me to increase base amount they would put towards replacement + refund of service costs. Overall TH put towards replacement what I paid for 1st connected + what I paid to swap them to mechanical + couple hundreds on top of that.

And this week I finally got replacement watches.

PS
If you are happy to wait you watch serviced for 6 months (Apr-Sep) and got another watch instead - TH is the choice...

My Tag Heuer Link Calibre 6 that I got from my wife for our anniversary needed a repair to the crown so I went into my local Tag Heuer Dealer and they couldn't fix it but they raved about the service they have through Tag's website, I live in a rural area so not many Tag repair shops close by. Therefore, I sent my watch into the repair shop on October 18, 2024 via FedEx from a FedEx store, I then got verification from FedEx that it was received on October 21,2024. However, the repair website indicated that it was waiting for the watch, this went on through January 8, 2025 when I reached out to them to see why the status hasn't changed, they indicated they would look into it, then hearing nothing until January 24th, I sent a request in again to see where my watch is. After that I received an e-mail from them indicating they were looking into it, then less than a hour later I get an e-mail saying this:

"Dear Mr. Martin,

Thank you for your inquiry. We have researched your package with our receiving department your shipment was received on October 18, 2024. We regret to inform you the package was received damaged and without any contents. At that time we refused delivery and instructed the carrier to return the package to sender.

Best Regards,

Donna"

I never received the package, they didn't help me at all after that. The thing that I am most frustrated about is that it took them that long to respond to me after I pressed them and they never told me at reception of the package that it was damaged and sent back to me. I do not fully believe their excuse, it feels like I am being mislead and they are untruthful. I know this isn't the most expensive watch they sell but the sentimental value of this watch is irreplaceable. For all you out there considering sending your watch in, please reconsider it and look at other options, I really don't want this to happen to you.

Delays aside, sounds like a FedEx issue that you need to take up with them.

Thank you, I did file a claim and I surprisingly decided to put insurance on the package as well.

USPS Registered. I goes through a very separate and secure channel within the post office.

Did FedEx ask you to fill out paperwork stating what the package contained? "Time measuring tool" or "Time measuring instrument" works better than "Luxury watch".

I always take out separate insurance with Secursus. Most couriers exclude watches and jewellery in their insurance terms and conditions. For FedEx, they class watches as "unique items" and appear to limit liability to $1000.

21.4 Unique Items. FedEx’s liability for Shipments containing Unique Items, whether in whole or in part, is limited to a maximum Declared Value for Carriage of US$1,000 per Shipment or the limit set by the relevant Convention for carriage of goods, whichever is greater.

I haven't sent a watch to TAG Heuer for servicing in the last 6 years or so. The last time I did, my AD sent it for me. As they are a large Watch & Jewlery retail chain with stores across the US, I figured they must have some kind of separate insurance. This same AD also sent my wife's Rolex to the Rolex service center for routine service as well.

I assume this would still be an option today (rather than shipping yourself), or maybe it depends on the authorized dealer?

I don't know. The OP, @amartin59044, said his dealer sent him to the TH website for service. That's why I wondered if it depends on the AD.

Did you ship to LVMH in Springfield NJ?

I took my Link to a local TAG AD and since I didn't buy the watch from them, they charged me $75 to ship to the service center. They said that if I had purchased through them their own watchmaker would have worked on it. It was under warranty at the time.

I had this issue with my Mont Blanc, told them to stick it, went to another branch of same AD and it went foc, delivered back to my house after repair.

I've had the opposite experience. My local AD won't repair a watch in their shop if it's still under warranty, even if bought from them. They will send it directly to TAG Heuer as it's covered by TAG's warranty, not theirs.