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CUSTOMER SERVICE POLICY

An After-Sales service worthy of a luxury Maison.

 

CUSTOMER SERVICE POLICY

Baume & Mercier watches, with centuries of expertise behind them, are designed and assembled by our qualified watchmakers to give you total satisfaction over many years. Nevertheless, a certain amount of care and attention is required to ensure that a watch in daily use will function perfectly. Always anxious to increase customer satisfaction, Baume & Mercier is committed to providing an after-sales service that is worthy of a luxury watchmaker. Each watch deserves the closest attention and needs to receive individual care of the highest quality. It is therefore essential for our Maison to provide a service that meets all your needs and ensures your watch continues to function perfectly, even several decades after it was purchased. At Baume & Mercier, we only undertake and invoice service operations indicated in the estimate and accepted by the customer. The objective is to do only what is necessary for the smooth running of the watch, with other operations linked to its appearance offered as an optional service.

We make a distinction between functional  and aesthetic services:

Functional Services are essential to ensure your watch runs correctly:

• Fast Service

• Maintenance Service

• Complete Service (or total overhaul)

• Bracelet Replacement and Fitting 

Aesthetic Services : these are optional and only undertaken when requested. They will always be linked to a Maintenance Service or a Complete Service. 

• Polishing

• Gold or rhodium plating (polishing included).


AGE CATEGORIES

Baume & Mercier makes a distinction between two age categories for its watches:

• "Contemporary"

• "Vintage"

To define the age category of your watch, please check if the technical reference engraved on the case back appears in the list of technical references in the attached brochure. If so, your watch is considered as "Contemporary." If not, it is classified as "Vintage." A service for a Vintage watch is generally more delicate than for a Contemporary model and a restoration may be necessary. Note that the time required for repairs is also often longer.

 

 


PRICES

Baume & Mercier sets recommended retail prices for all its services, depending on the type of service, the type of movement and the age category of the watch.


TIME REQUIRED

The time needed to service your watch can vary from 3 weeks to more than 3 months. In principle, spare parts for our Contemporary watches are always available and the time required for maintenance or repairs by our skilled watchmakers depends only on the type of service to be performed: Fast Service (approx. 1 week ), Maintenance Service (at least 3 weeks) or Complete Service (at least 5 weeks).

For Vintage watches, spare parts are not always immediately available, and this can cause an extra delay. In addition, components such as cases, dials or bracelets are sometimes out of stock and have to be re-manufactured, further extending the delay. Lastly, certain watches must be returned to Baume & Mercier watchmaking workshops in Switzerland to be repaired by our watchmakers in charge of the restoration of the oldest pieces, and this adds at least 4 - 8 weeks to the time required.


ESTIMATE

When you leave your watch with an authorized Baume & Mercier retailer, you must be given an initial estimate of the price and the waiting time for the repair or service required. Once you have accepted this estimate, your watch will be sent to one of our After-Sales Service Centers, where a full diagnosis will be made by one of our expert watchmakers. A new, more detailed estimate (based on this full diagnosis) will be sent to you if you request it. If the estimated cost of the repair or service is higher than the amount initially estimated by the retailer, we will re-contact you with a new estimate within one week if your watch is to be repaired by our local After-Sales Service Center, and within 3 - 4 weeks if it needs to be repaired in Switzerland. The repair or service requested will not be started without your acceptance of this new estimate.

To define the age category of your watch, please check if the technical reference engraved on the case back appears in the list of technical references in the attached brochure. If so, your watch is considered as "Contemporary." If not, it is classified as "Vintage." A service for a Vintage watch is generally more delicate than for a Contemporary model and a restoration may be necessary. Note that the time required for repairs is also often longer.

 


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