COMMON QUESTIONS ABOUT OUR SERVICES
Our customers have many questions about our services. Here are the most common:
FAQ
SHOULD I PACK MY TIMEPIECE IN THE ORIGINAL BOX?
No. Securely package your watch and ship via FedEx, UPS, USPS, or registered mail, and insure your watch for its full value. Be sure to request a tracking number. Original/gift boxes should NOT be used to send watches. Click here to read Packing & Shipping Instructions.
WILL I RECEIVE AN ESTIMATE PRIOR TO MY TIMEPIECE IS SERVICED?
If your watch is no longer under warranty, you will receive an estimate detailing all repair costs. You can respond to the estimate by email, fax, or call 310-202-1111.
WHAT PAYMENT OPTIONS DO YOU ACCEPT?
Payment can be made by Visa, MasterCard, Discover, or personal check.
DO YOU SELL REPLACEMENT PARTS SUCH AS STRAPS, BRACELETS, AND LINKS?
We offer replacement parts for straps, bracelets, links, and other components. Please fill out the contact form or call our customer service department at 310-202-1111 for more information.
WHAT IS A MOVEMENT MAINTENANCE / OVERHAUL?
Like other finely crafted devices, mechanical and quartz watches require periodic maintenance. Power is transmitted through a wheel train to the watch hands, which indicate the time. To reduce friction, the pivots of these wheels turn “jewels,” or small synthetic rubies. Special lubrication is applied to the jewels to minimize friction. Over time, the lubrication will age and deteriorate, causing the watch to run erratically or stop altogether. When this occurs, the timepiece needs comprehensive maintenance. Manufacturers typically recommend a movement overhaul every five to six years.
WHAT IS WATER RESISTANCE MAINTENANCE?
Water resistance is achieved by installing seals between the major parts of the watch case. The watch is fitted with a series of gaskets and a specially designed crown, which seal the watch and prevent moisture from entering the case.
Watches need periodic maintenance to maintain the integrity of this water-resistant system. The gaskets and crown are subject to wear and deterioration under conditions of normal use. Therefore, these parts should be inspected (and replaced, as needed) each time the watch is opened for service. In addition, water-resistant watches must be tested to ensure the seal has been appropriately re-established.
HOW LONG DO REPAIRS, RESTORATION, AND MAINTENANCE TAKE?
The amount of time it may take to service your watch will depend on the unique build of the watch, the type of service(s) that needs to be made, how many parts need to be replaced, and if those parts are back-ordered. We use advanced equipment to serve customers as quickly and as efficiently as possible without sacrificing quality. Though we carry a large inventory of parts, delays may occur if parts are on back-order.
Can’t find what you’re looking for? Please call us at 310-202-1111 for additional support.
WHAT STEPS ARE TAKEN TO REPLACE A BATTERY?
Most of our products are water-resistant. Special care is needed every time a water-resistant watch is opened, even to replace the battery. To change the battery, we go through a lengthy process composed of 27 individual steps, with each step performed by an accomplished watchmaker.
Some key steps include:
- Clean case and bracelet
- Measurement of the lower working voltage (the “electrocardiogram” of a quartz watch, so to speak)
- Conduct a timing test on quartz timer
- Replace the gaskets and crown (if needed)
- Check the proper fit of the case back and gasket seat
- Conduct a water resistance test on water-resistant models
COMMON QUARTZ WATCH PROBLEMS
Quartz watches may develop the following problems:
The watch has completed stopped working
This is usually caused by a battery issue. Quartz watch batteries can last three or more years, after which you should replace the watch battery.
The second hand is moving awkwardly.
This is a sign that the battery is running out of power and needs to be replaced.
The push buttons don’t return to their starting position.
Dust, dirt, and corrosion can build up inside the watch’s tubing and prevent the button from functioning properly. The springs in the button may need to be replaced.
The alarm is malfunctioning.
This may be due to one of three things: the alarm’s contact spring is positioned incorrectly, the case backing was not attached correctly, or there is a problem with the alarm contact plate.
The second hand is ticking back and forth without making any progress.
This is usually due to a mechanical problem that needs to be addressed by a watchmaker.
The display has turned black and the numbers aren’t visible.
This may occur if the watch was dropped, stepped on, or struck against something, causing the thin pieces of glass in the digital display to crack and allow air to leak in and disrupt the conductive fluid.
The display is only showing partial digits and letters.
This problem may occur if the watch was dropped or the contact points have become corroded.
The watch stops running when put on the wrist.
If the internal temperature of the watch suddenly increases when it comes into contact with human skin, this can cause the circuitry to expand and break the contact points inside.
COMMON MECHANICAL WATCH PROBLEMS
A mechanical watch can have thousands of tiny parts working together to keep time. But if one part stops working properly, this could cause a chain reaction in other parts and require professional Swiss watch repair. A few common problems with mechanical watches include:
The watch has stopped ticking.
Loose parts could cause a blockage or jam in the internal mechanisms. This may be caused by vigorous movement, such as playing sports while wearing the watch.
The mainspring has stopped working.
The mainspring could be defective, or you may simply need to wind it. If you feel any abnormal resistance when winding it, there could be a more serious problem.
The internal mechanisms have been exposed to water.
Even if the watch is waterproof, no watch is 100% waterproof forever. Prolonged exposure to water could damage the inner mechanisms if the gasket or seal deteriorates.
Internal mechanisms have become dirty.
Dirt and dust could cause the watch to jam and damage the delicate parts inside the watch. Only a trained watchmaker should be trusted to clean the watch.
The watch isn’t keeping time accurately.
It’s normal for watches to eventually fall out of sync with original tuning and require professional watch service.
The glass face has been cracked.
Dropping the watch or hitting the watch face could force shards of glass into the watch’s interior and cause problems with the internal mechanisms.