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Great Experience from JLC Service! (Under Warranty)

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I began having problems with my MUT Moon: It would run for about a minute, then suddenly stop. Manually winding it would get it running, but it would stop again after about a minute. I bought it pre-owned, and it was still under warranty, so I called Jaeger-LeCoultre to inquire and begin the process of getting it fixed.

TL;DR: I couldn't be happier with the experience. The entire process took exactly 12 days (mailing it out to receiving it), and the service itself had to have been no more than 5 business days.

Here’s a timeline of the entire process:

  • Day 0: Called customer service. Received email with a form to fill out along with instructions on mailing the timepiece. I was told it may take 4–6 weeks, possibly longer. Shipped the watch to JLC.
  • Day 2: Package delivered to JLC Service Center in Forth Worth, TX.
  • Day 5: Called customer service to inquire about my watch. I was told that it had been evaluated and will/was being serviced.
  • Day 8: JLC shipped my watch.
  • Day 12: I received the watch (prob would have gotten it a day sooner, but it was shipped on a Fri)

I was extremely happy with the process and was pleasantly surprised by the speediness of the service. I was expecting it to take at least a month. Major kudos to JLC!

One thing to note is that if the watch was not under warranty, it would have taken longer: after evaluating the timepiece, instead of it going straight to service, I would have received an email with a summary of the watch and its problems, along with a quote on how much it would cost to service it. No way to say how much longer it would have taken.

The watch received a complete service, which included the following:

  • Complete dismantling of the case and movement
  • Ultrasonic cleaning of the case
  • Replacement of all the gaskets and screws
  • Movement cleaning and oiling of components and replacement where applicable
  • Escapement and regulation checks
  • Dials and hands fitting
  • Watch re-assembly
  • Water-resistance test
  • Movement regulation and Power reserve check
  • Control the functioning of the watch for at least 48hrs
  • Adjust the clasp

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