Re: [心得] 斯沃琪集團維修的恐怖經驗

各位板友好，

等了快一個月，一直沒辦法發三部曲

還有板友站內給我敲碗，

趁今天有點空就來發一下吧

話說上回我寄信給漢米爾頓總公司抗議，

並表示如果總公司跟台灣分公司一樣擺爛，我要去國外論壇發文

幾小時後收到一位叫做Philippe的小哥回覆，說會跟台北維修中心調維修紀錄

然後隔天就被A8專櫃警告小心被告了囧

於是我又寫了一封信，指名要Philippe回覆

信中我問他，你答應我要調維修紀錄，結果只是空白授權給專櫃處理？

還威脅要告我？這是你指示的嗎？

這次，小哥的回覆非常精彩，摘要翻譯如下

Dear Mr. XXXXXXX

Thank you for your email.

Please note that we only requested more information regarding your watch and
its service history to our team in Taiwan.
There were no further actions taken so far.

謝謝來信，我們只是調了你手錶的維修紀錄，目前尚未採取進一步（法律）動作

According to the serial number "XXX XXX XXX" your timepiece left our
warehouse in Switzerland in December 2019 to Taiwan and was sold shortly
after.
Hamilton states on the official website that we recommend a complete service
every 3 to 5 years:
https://www.hamiltonwatch.com/en-int/watch-care.html
As your watch is getting close to the 5 years our service center in Taiwan
analyzed the watch and issued a quotation for a complete service.
When you rejected the quotation they returned the watch without further
actions taken.
Unfortunately it looks like the watch returned with a scratched case back.
Therefore you had to send the watch for a second time to our service center
where they exchanged the case back free of charge.

您拒絕維修報價後，我們將手錶送回，但看似你的背蓋被刮傷，
所以他們免費幫你換一個背蓋

When you got the watch back for the second time it stopped working properly.
Surely you can understand that it is difficult for us to judge what has
happened to your timepiece.
It is always possible that something unforeseen happens during the shipment.
當你第二次去取錶時，你的手錶故障了
你應該可以理解我們很難去判定你的手錶出了什麼事吧？
或許你的錶在運輸途中發生了無法預料的狀況，這都是有可能的

直接甩鍋給消費者，厲害了！

The watch was then sent to the service center for the 3rd time.
According to our team in Taiwan the watch is now waiting on a new case back
again as the second one was also scratched.
As soon as the case back arrives they will mount the new case back to the
watch and send it back once again.
現在手錶第三次進場，
台灣團隊說還在待料
因為上次換上的新背蓋又被刮傷了
等到幫您換上新蓋，我們會將錶寄回給您

We kindly ask you to take note about the fact that even the watch is working
again it might need a complete service in the near future.
As with any micromechanical precision instrument, Hamilton watches require
regular maintenance to remain in perfect working order.
The frequency with which this maintenance work needs to be carried out
depends on the model, as well as environmental conditions and the owner's
care of the watch.
請注意，雖然你的錶現在正常運作（他自己認為)
它仍有可能很快就需要做完整保養

Hamilton gives a 2 years warranty on the work carried out during a service.
This means that if you agree on complete service there will be a 2 years
warranty on the complete movement.

漢米爾頓的維修保固期是兩年
如果您選擇付費維修，我們就給您兩年保，包括（上次被裝壞）的機芯

We remain at your disposal for any further questions or comments you might
have.

Kind regards,
Philippe Streicher

HAMILTON Customer Care
+41 32 321 49 00

HAMILTON INTERNATIONAL Ltd.
L鵲GGASSE 85 | 2504 BIEL/BIENNE, SWITZERLAND

以下為我的回信
Mr. Philippe Streicher

It is customary for Hamilton watches to be shipped back and forth between
service centers and customers when they need servicing. In case you haven\'t
noticed, there is an item on your website that says \"FREE SHIPPING TO OUR
SERVICE CENTERS.\"

Philippe先生
手錶需要維修保養時，經常以寄送的方式進出維修中心
漢米爾頓的官網有一個選項就是「免費寄送至我們的維修中心」

Are you suggesting that the Swatch Group take no responsibility should a
customer\'s watch is mishandled during the shipping process? Shouldn\'t you
ask the courier for compensation?

你的意思是客戶的錶在寄送途中出事，斯沃琪集團不負責嗎？
難到你們不用找物流公司賠償嗎？

I find your reply unbelievable as it defies logic and is doubtfully
consistent with the Swatch Group\'s policy.

你的回覆毫無邏輯，我很懷疑這與斯沃琪集團的政策相符

In fact, I am not even sure you are authorized to determine a course of
action on behalf of the Swatch Group in my case. I\'d like to direct my
question to someone who works at Swatch Group Headquarters Customer Service.

請問你有權限決定要怎麼處理我的案件嗎？
請幫我轉斯沃琪總部客服中心

看以前有板大的錶被修壞或刮傷
寫信到總部都很有用
我完全沒有料到，寫信到Hamilton瑞士總部抗議
居然會得到這樣的回覆

台灣方面
9/3收到商業處通知，已將申訴發函給Swatch當天
接到Hamilton品牌副總的來電
一直說要跟我「致意」，我也不太曉得那是什麼意思
並稱他當天才知道這件事
(所以你們專櫃之前說已經告知主管，主管提醒要研議是否提告是？？）
副總表示，由於我的案件需要權限
才能幫我保固之前被弄壞的機芯，
而之後也會依照我的要求，提供兩年機芯保固

其實這篇，本來是想等我把錶拿回來再發
這樣的品牌，一定要讓多一點錶友知道
不論有沒有依照我的要求處理我的錶，或有沒有跟我「致意」
都不會有所改變
而晚發不如早發，以免被拖過時效性

最後，這支白面Hamilton Khaki Field手上鍊
我會在板上出掉
對品牌還有期望的朋友，可以關注我之後發的文
謝謝各位

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抵加～ This means that if you agree on complete service there will be a 2 years warranty on the complete movement.

如果你同意完整維修=要付費 當時還沒同意要給保固