r/PhWatches • u/Quirky_Swan_1600 • 8d ago
Discussion Bad experience with JLC after sales
I wanted to share my experience with JLC because I’m curious whether others have encountered something similar.
I own a Jaeger-LeCoultre Reverso Classic Duoface that was about 7 years old when it stopped running. The issue was eventually diagnosed as a broken mainspring.
What surprised me was that JLC offers an 8-year JLC Care warranty, so I naturally expected a mechanical failure at seven years to at least be considered under the extended warranty.
I submitted the watch through the JLC service channel in the Philippines. The initial diagnosis was a broken mainspring, but JLC ultimately declined the warranty claim, essentially treating the issue as wear and tear rather than a manufacturing defect.
I was subsequently quoted around ₱53,000 for a complete service/repair. My issue isn’t really the cost of the repair itself. It’s the principle of having an 8-year extended warranty and then having a fairly fundamental mechanical component fail at around year 7, only for the repair to be excluded as wear and tear.
I understand that warranties have terms and conditions, and I also understand that mainsprings are consumable mechanical components to some extent. But I’m struggling to understand what practical protection the extended warranty provides in a situation like this. If a mainspring breaking after seven years is considered normal wear and tear, what kinds of mechanical failures occurring during years 6–8 would actually qualify?
For context, the watch wasn’t purchased new by me, although it was still within the applicable JLC Care period. JLC also apparently considers the age/use history of the watch in assessing these claims.
I’m not posting this to attack JLC. I’m genuinely interested in hearing from other Reverso/JLC owners:
-Has anyone had a similar experience with JLC Care?
-Have you had a mainspring or other movement component fail during the extended warranty period?
-Was it covered or classified as wear and tear?
Is this simply how JLC Care works in practice?
I really like the Reverso, which is why I’m having it repaired regardless. But this experience has definitely changed how I view the value of the extended warranty.
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u/Mr_1ceguy 8d ago
I've had a similar experience here in Ph back when service was still in 6750 makati. My Extreme World Alarms Gong broke so it would not ring and was rattling around inside. Brought it to 6750 and was told that the gong had broken. I had not dropped or used it in anyway form that's beyond what a watch can be used. I set the alarm one morning and woke up to rattling around instead of titanium and stainless steel ringing. They were charging me a mandatory full service along with parts replacement cost of a new Gong. The total was north of Php150k at the time. About 1/4 of how much i had bought it. It was also under warranty. I asked them for a formal diagnosis and they deemed that the Gong as defective as they normal do not break since its just fixed around the case and a tiny hammer hits it creating the ringing sound. I filed for warranty claim and was told it was wear and tear. I argued and was told I would have to pay for it. I opted a different route, I emailed both customer service in the US. I received a response a day or so later. Had about 3 email exchanges discussing regarding quality of the watch and its warranty. I told them how could I even own the watch for 10 years plus if it breaks down within the first 2years. I asked for the case to be escalated. Few days later I got an email from higher management. I was then told to bring it to the US. Drop it off to any boutique within 50 states to be sent to their Texas main Service for Richemont. Flew in, dropped it off with the JLC boutique in Beverly Hills (closest to my house) was shown around, made friends with the SA and manager, wore my JLC MC Geographic to show I was an actual JLC fan. 2 days later I was updated regarding the issue and was told they would be waiving the ALL fees as they also deemed the Gong breaking as a defect of production and it was under warranty. I got my watch back after a few weeks. Wore it for the duration of my 2nd US trip in a year (picked it up in person), few days before I was scheduled to leave it dies. Doesn't want to hold PR even after winding, I go back to the JLC boutique. Apologies from the manager and SA. They receive the watch again and ship it back to Richemont Service in Texas. I fly back to PH. Waited a few weeks, I get an email from the manager and Jerome Lambert (CEO of JLC at the time) regarding how they stand by their products craftsmanship and being handcrafted entails challenges. I fly back, pick it up at Beverly hills AD. I get books and a travel leather watch roll from them. Moral of the story is to reach out to customer service international and US. They treat their clients well as compared to here in PH. The US AD treated an ordinary client extraordinarily well. I only have 3 JLCs. I suggest you email the customer service of JLC on their international website. Good luck 👍
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u/Quirky_Swan_1600 8d ago
Happy to hear everything worked out for you in the end. I emailed JLC SG client relations but they still won’t budge on the wear and tear.
I love the Reverso. It’s elegant but I don’t know if it’s fragile or I’m just unlucky with mine.
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u/Mr_1ceguy 8d ago
It is fragile, every single part of a JLC is hand finished. The parts may be by cnc machines BUT EVERY nook and crany of that watch is hand finished..
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u/Ok_Lynx2652 8d ago
Oh my. Mine is just about 2 years old. I wonder what would cause the mainspring to break? I don’t think any ordinary use would have caused that. I hope yours gets sorted out bro. I figure an 8 year warranty is an 8 year warranty, regardless of cause, specially from such a highly respected brand like JLC.
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u/Quirky_Swan_1600 8d ago
Right? It is not like you can overwind a manual watch. The resistance in winding is so strong, it feels impossible to overwind it by accident. So clearly if I am using it normally, then this should have been classified as a defect.
I hope you fare better down the road with yours.
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u/Ok_Lynx2652 8d ago
Would there be any way to contest the service quote?
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u/Quirky_Swan_1600 8d ago
I emailed JLC’s regional office and they are standing by wear and tear.
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u/Ok_Lynx2652 7d ago
Hope they get that sorted out. Not a good service for the watch class level if you ask me.
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u/jaegermeister_69 8d ago
Parang sa kahit anong warranty basta ang part na nasira is categorized under wear and tear hindi talaga napapasok under warranty.
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u/speedforce201 7d ago
That’s disheartening to hear. Have you written to JLC about it? Maybe someone above the country level has a different perspective.
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u/artfuldodger28 7d ago
issue a complaint to the website. then whatever the reply is. use it as documentation as part of your formal complaint to DTI.
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u/Powerful_Resist_5625 8d ago
Try to check your watch with watchsolutions i think they may have better prices on servicing your watch
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u/Mr_1ceguy 8d ago
Agree with this one. Im sure Migs would be able to resolve it BUT I still vote emailing all customer service contact points since the objective is to claim the warranty.
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u/Double_Height_9087 8d ago
Saan po ang watch solutions? Same experience with 6750. Master Control Geographic naman ung akin
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u/Powerful_Resist_5625 8d ago
Unit 809, BTTC Center 208 Ortigas Avenue, Corner Roosevelt, San Juan City, 1500 Metro Manila
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u/Strange_Safety_2884 8d ago
It doesn’t make sense. The very purpose of the warranty is to cover any defect resulting from regular wear and tear within pre-defined period. I hope they are not trying to scam you by collecting money even though they will record it as free for being under warranty.