SERVICE FAQs
Please explain the repair process.
How long does a repair take?
How much will my repair cost?
What makes BestFix different from the others?
Why shoud I trust you with my watch?
Do you honor your warranty?
How do I pay for my repair?
Can I drop off/pick up my watch at your shop?
How often should I have my watch serviced?
Can I have my bracelet, dial or bezel changed?
My watch is fine, it just needs one thing fixed.
How often should my watch be pressure tested?
I was told that no parts are available, can you fix it?
Why do I get a message when I call your toll-free #?
You have my watch but have not contacted me!
My watch should have been repaired by now!
What watches will you not work on?
Can you tell me if my watch is a fake or replica?
Please explain the repair process.
1. You purchase a watch repair estimate. This must be completed BEFORE you send in your watch.
The estimate fee pays for your watch's diagnosis, and will count towards the price of the repair, if you elect to have the repair performed. If you decline our estimate for repairs, then the estimate fee pays for the diagnosis and for the insured return of your unrepaired watch. Estimate fees are non-refundable. No one performs "free" estimates. If you decline these so-called "free" estimates advertised on the web, you WILL be charged a return shipping fee, which is essentially an "estimate fee."
We accept a very limited number of watches each month for estimates. This allows us to control the flow of our intake of watches, and most importantly to enhance the quality and efficiency of our customer service. Prepaying your estimate insures that your watch will be estimated prior to watches arriving without proper authorization, and also insures an expedited priority in our repair queue (line).
Please be advised that to be accepted for a repair estimate, your watch must arrive with its estimate fee paid in advance. This is very easy to do utilizing our secure shopping cart.
To purchase an estimate for watches valued at less than $700, click here to purchase a regular estimate ($25).
To purchase an estimate for watches valued at more than $700, click here to purchase an extended estimate ($50).
To purchase an estimate for watches of any value level, but which have water damage, OR which are vintage mechanical watches (over 25 years old), click here to purchase an extensive estimate ($75).
2. You ship/mail your watch to us.
Mail your watch utilizing the repair authorization/shipping form (available as a download upon your completion of estimate payment in our secure shopping cart), and by following the shipping instructions. You MUST read and agree to our terms and conditions of service, and sign and date the repair authorization form. Failure to sign and date the form, and to include it with your inbound watch will result in delay and/or denial of service.
Use a trackable method to mail the watch, as we do NOT respond to requests asking if we have received your watch (see the next step). We recommend USPS Registered and insured mail. This is extremely safe, trackable and secure.
3. You receive a written quote for the repair.
You will receive an email detailing the proposed repairs and/or repair options for your watch, the specific costs and the time frame for the proposed repairs.
4. Your next step is repair payment.
The repair quote you receive will also include a secure payment link to a unique service-level in our SECURE shopping cart that will allow you to pay for the repair with a credit card or Paypal account. The sooner you pay, the sooner your watch is queued for repair (put in line to receive a repair). Repair fees are NON-refundable, and are required to be fully paid BEFORE a watch is formally queued for repairs.
5. Your watch is placed in a repair queue/line.
The repair time frame will depend on your watch and its unique needs. Generally, repairs are completed in 2-4 weeks (minimum for quartz overhauls) to many months (for vintage watches). Your repair quote will have an estimated repair time frame. In most cases, your watch is repaired in this time frame. In some cases; however, it is not possible to repair the watch in this time frame, and you will be notified of any delays necessary to do the job properly, or for example if a part is on back order.
PLEASE do NOT call to "check" on your watch's repair status until the end of the estimated repair time frame that was quoted to you in your estimate email and invoice email. Calling will only slow down the repair. You are always free to email us a question about your repair status, at any time.
6. Your watch is serviced/repaired.
The actual repair process can take as little as an hour to many weeks, again depending on what is being done to your watch. Watches marked "water resistant" are pressure tested as part of our final quality control process.
7. The repaired watch is sent back to you.
Your watch is mailed back to you, insured with tracking of delivery confirmation.
8. The repaired components of your watch are under a limited warranty.
Your repair is warranteed for the time period specified in your original written estimate quote and per the warranty policy on our website. Please save this information as it will serve as your written warranty.
How long does a repair take?
The average repair time for a quartz watch overhaul is 4 to 6 weeks.
The average repair time for a modern mechanical automatic or modern mechanical chronograph watch overhaul is 8 to 12 weeks.
The average repair time for a vintage mechanical or vintage chronograph watch overhaul is 12 to 24 weeks.
The exception to this is our Seiko Kinetic repair program which averages a one-week repair time frame.
Why such a long time for a watch repair?
Let us respond by asking you this question:
How long would you wait to have it done WRONG?
It is important to keep in mind that the higher the standard for quality at a repair facility, the SLOWER that shop will be in conducting its repairs. The above time frames reflect realistic estimates based on three factors:
a. Level and type of service requested/required
b. Amount of damage & availability of replacement parts
c. Number of watches in our facility being repaired
General service (overhauls/tune-ups) on working watches are always faster. For example, capacitor replacements on Seiko Kinetics have a turn-around time of two days. Many parts are stocked by us, and this will always expedite a repair.
Watches with water damage and/or that are not running when they are sent and/or arrive will require at least one month to repair, OR LONGER. High-end watches in need of specialized parts, or that require genuine replacement bands WILL require your patience, and may easily exceed the repair time quoted in your original estimate for service.
We have a constant queue of watches in various stages of the repair process. The sooner you send and pay for your repair, the faster it is placed "in line" for its repair. And BEWARE of the shop promising to repair your mechanical watch in "two weeks" or less. You will hear a "two week (or less)" turnaround time from "sweat shops" that "abuse" unskilled foreign labor to repair your watch. This also may indicate that the business has just opened and/or has low business volume (not enough work), and/or is not doing a thorough job.
You will get what you wait for!
Finally a word to those of you think you may be devoid of genuine patience, and may be prone to wax peevish about having to delay your consumptive gratification for anything of genuine quality.
First, Take this TEST (click here). IF you score less than a "30" on the "100-point" scale . . .
Go away and do NOT send us your watch!
How much will my repair cost?
Repairs start at $89.95. Why won't you tell me the exact repair price over the phone?
Repair cost are based on an ESTIMATE - a professional determination of what is BEST for your watch, as judged by a watchmaker.
"But it just needs a battery." Just "replacing the battery" often leads to many other, expensive problems - and BfW does not perform this type of solo service except on Kinetics. Take it to the mall or the jeweler, and when they can't fix it, or worse - break it, send it to us for repair.
"It just needs this one part." Become a watch repair professional and you can fix it yourself! Check out www.awci.com.
We do our best to keep your repair cost reasonable, yet profitable for BfW Co. We are interested in doing high quality work to preserve the VALUE of your watch, and take pride in providing our customers with excellent service.
If you are looking for a cheap or the cheapest repair, BfW is not your source. We do offer basic service on Seiko Kinetics at a very low cost; however, this is the strategic exception, and we currently make no others.
The estimate process is designed to provide you with a quote on a price for your repair. The cost for an estimate is $25 for most watches, and $50 or $75 for vintage mechanicals, pocket watches, high-end watches, and any watch that has evidence of water damage (faded luminous markings on the hands or dial, fogged crystal, rusted crown, missing pushers, missing crown, etc.) If you elect to have the repair, your estimate REDUCES the cost of your repair by the estimate amount. Very rarely your watch may be found to be non-repairable. In these cases, we will refund some of your estimate fees, less actual return, insured shipping charges.
In other rare cases, even after a good faith effort has been made to quote you a repair cost, and you have paid for the repair, additional damage may be discovered. In these rare cases, BfW typically eats much of this additional cost, but does reserve the right to bill you for additional parts (our cost) that are necessary to effect the repair.
Some watch repair facilities will perform "free" estimates. These are typically authorized repair centers that receive moneys from the manufacturer which allow them to operate this type of "loss" leader approach to the intake of work. However, be advised that if you decline repairs at these facilities, you will normally be charged return shipping, and will think to yourself, "Wow that seems high for shipping costs!?"
Do you honor your warranty?
Unlike some of our competitors, some of whom claim to have a "guarantee," we have a limited written warranty, printed on our website, AND WE STAND BEHIND IT. Very few of our repaired watches (less than 5%) have been returned for warranty service. If you find that you need to return your watch to us for our warranty/guarantee service, or you believe something is wrong with your repaired watch, PLEASE send it back for evaluation. If we have made a mistake (rare) we will make it right, and reimburse you for shipping costs. If we find that your watch qualifies for warranty repair, it will receive top priority.
Why would we make such a bold promise? Are we concerned about the quality of our repairs? NO. We want to make it crystal clear to our current and potential customers that we will stand behind our work.
How do I pay for my repair?
In advance, with a credit card, check or money order.
All estimates and repairs must be prepaid. You may pay in advance of sending your watch or after it is received at BfW Co. via:
*We accpet Paypal, AMEX, MC Visa & Discover utilizing our SECURE shopping cart, www.shop.bestfixwatch.com , either in advance or after your watch arrives at BfW Co.
*A credit card phoned in to us at 8778463397.
*Mailing payment in the form of a check* or money order.
We prefer you pay by credit card utilizing our high assurance, corporate SSL shopping cart. We know of no other watch repair facility on the Internet that offers you this service! This is the FASTEST way to have your watch repaired.
*Personal checks will require ten business days to clear BEFORE any estimate and/or repair is performed on your watch.
Can I drop off/pick up my watch at your shop?
We allow drop offs of repairs by pre-arranged, and pre-paid appointment only.
This means you have to pre-pay an appointment fee BEFORE you make an appointment for a drop off. This fee may be applied to your estimate/repair fee. If you fail to show up for your appointment, you will forfeit this fee. No exceptions. We do not allow rescheduling of appointments without the purchase of a new appointment fee. To purchase an appointment, please click on APPOINTMENT FEE. AFTER you have prepaid your appointment fee, you will have to call us to schedule your appointment at 877/846-3397. Pick ups are only allowed on watches that were originally dropped off for repairs. We apologize for this process. However, it is designed for the security, efficiency and economy of your watch repair.
How often should I have my watch serviced?
The service interval ranges from 1-5 years.
This will depend on a number of factors, most important of which are:
a. Frequency of use
b. Water-resistance level
ONCE A YEAR- Any vintage (older) wrist or pocket watch. This era watch does not have a crown that is sealed. Dust and moisture can easily enter the watch through the crown gap (space under the winding button). These contaminants will cause wear to the watch internals.
EVERY 2 to 3 YEARS- If the watch has a special crown that prohibits dust and/or moisture from entering the case, this is the appropriate service interval. In spite of this protective measure, some dust and/or moisture will enter the case over this time period, and therefore should be serviced to remove it.
At 5 YEARS- For watches that have a number incorporated onto their dial for identification, or are marked as such on the case back (i.e. '150 meters' or '20 ATM' etc.). These watches are sealed. If the owner maintains the water-resistant sealing (by servicing the case back gasket, sealant material, etc.), contaminants will NOT be able to enter the case. The only remaining issue is the oil, which will have begun to loose their lubricity, and require replacement. Old oil will not only fail to lubricate, it will act to stop the watch or cause wear. Get it serviced, or face more expensive repairs later.
Will you replace my band or bracelet only, or change my dial or bezel to a different type?
In some cases we can offer this service, and only when a watch is sent in for complete service. For a definitive answer to this question, please use our "Ask the Watchmaker" inquiry form. Click Here!
My watch is running fine, it doesn't need service, it just needs one thing "fixed."
BfW Co. specializes in factory-type service. In fact we strive to SURPASS authorized factory service in both quality and efficiency. Our COMPLETE SERVICE (aka "watch overhaul")involves inspection, disassembly, specialized ultrasonic and chemical cleaning, lubrication, digital calibration, meticulous regulation, dynamic time trial, polishing and refinishing, resealing and pressure testing.
"But my watch does not need all that, it just needs to be fixed," or "it just needs a battery."
Let me ask you something. Why do you own a fine watch? You want to keep it "fine" don't you?
An ounce of prevention is worth a pound of cure.
Or perhaps you can afford to wait until something breaks, or the watch stops running? We have no problem waiting for you to send your broken watch to us for repair. This is, in fact, what many people do, and this type of customer keeps us in business. Through neglect or an inexpensive repair at the jeweler or the mart store, the watch stops working.
The repair of your broken watch will be the same as the standard services detailed above, except you can add "replace broken parts and/or failed seals" to the list of repairs we will perform . . . plus a few more days or WEEKS/MONTHS in the facility while we locate the specialized part(s). Please understand that this type of repair WILL cost you a bit more than the standard service you could have purchased while the watch was "running just fine."
If you are shopping for a "battery replacement" only, shop elsewhere. We do not do "battery swaps." We leave this to the foreign nationals who work at the mall kiosks or at the jewelry stores to botch up. They keep us in business. So go ahead, "make our day" and have that quicky/cheapy battery replacement. LOL.
How often should my watch be inspected and tested for water resistance?
This also depends on your usage; however, at least every 1/2 year to 1 & 1/2 years!
Why so frequently? Because water resistance is NOT permanent. The gaskets get old, dry and/or crack and fail to seal the watch against pressure.
SERVICE INTERVALS for
WATER RESISTANCE:
Every 1/2 Year -For water resistant watches that are exposed every day to water and/or chemicals (chlorine/pools, salt water and/or soaps). All of these forces will act on the gaskets, dry them out or turn them into a liquid mess. Cracked and/or failed gaskets NO LONGER provide a sealing function, and water will gain entry into the watch internals. This happens in a very rapid order and requires very little water. In the case of 'gasket goo' the repair will be extremely expensive as the goo will find its way into the watch internals. Removing the goo is extremely difficult, if possible.
ONCE A YEAR - For those watches that are frequently (but not daily) subjected to chemicals and/or water. These contaminants will cause the gaskets to dry out or turn to gasket goo.
ONE & 1/2 Years - If your watch is not worn daily or even frequently around water or chemicals. Age will dry out the gaskets, and the gasket will loose its resiliency (size relative to the case crevice which it is designed to seal).
If you are concerned about your watch's water resistance, send it in utilizing our shipping form and be sure to indicate you desire to have pressure testing performed utilizing our advanced dry and wet pressure test equipment.
I was told that my watch could not be repaired because "no parts" were available. In spite of this, would you be able to service it?
Often times BfW is able to repair your watch for less money that the manufacturer or the authorized repair facility because we are not bound by the same protocols or policies. For example, if your dial is damaged by water the manufacturer may tell you that the only remedy is to replace the dial, or that the dial is no longer available, or is $300 and will take five months to come from "Switzerland," etc. At BfW we will attempt to clean and restore your water-damaged dial by HAND, prior to arriving at this conclusion. This is just ONE example of why you should consider our services prior to sending it to the manufacturer's repair facility.
Need an answer to a question about your watch repair right NOW? Use our "Ask the Watchmaker" inquiry form. Click Here!
Why do I sometimes receive a message when I call your toll-free number?
BestFix Watch's repair facility does NOT employ a lovely Swiss-accented secretary to answer our phones, but we can always dream, can't we? We are an AMERICAN company, and we do NOT employ "foreign nationals" in any capacity. When you call you will speak directly with a watchmaker (all of them English-speaking, US-born citizens). If we do not answer, you have the option of leaving a detailed message or emailing us your question at service@bestfixwatch.com. Please understand that it is not always possible for the watchmakers to answer the phone, as they are frequently in the middle of complicated and/or challenging repairs. Leaving your message and contact information is the best way to insure a return phone call.
You can also email any questions that you have to: service@bestfixwatch.com.
Thank you for your consideration.
I mailed my watch to BfW, and I know it has arrived, but have yet to be contacted. Should I be concerned?
BfW's repair facility has a schedule of operations that determines when and how watches are serviced. Your watch may have arrived, as your USPS delivery confirmation may indicate to you; however, we will only contact you after your watch has received an intake assessment. To better understand what occurs with your watch, and on what days of the week, our current schedule of operation is:
Monday -Intake on newly or previously arrived watches. Initial customer contact. Ongoing repairs completed.
Tuesday - Pre-paid estimates are diagnosed and customers are contacted with firm repair quotes. Ongoing repairs completed.
Wednesday - Parts are ordered or made on diagnosed watches requiring parts. Ongoing repairs completed.
Thursday - Ongoing repairs completed.
Fridays - Ongoing repairs completed.
Saturday - Facility closed (no phone or email responses). Ongoing repairs completed.
Sunday - Facility closed (no phone or email responses).
If you know that your watch has arrived on a business day prior to a given Monday, and you have not been contacted on or after that Monday, please email or call to check on your watch. Exceptions to this schedule exist around holidays such as Christmas, or those that fall on a Monday or Friday.
My watch repair was originally estimated to take "x" number of weeks to repair, and I have not received it back. What's the deal?
BestFix does everything in our power to repair your watch as expediently as possible. Reasons for a delay in a repair include any or all of the following:
1. Some watches require more extensive repairs than were initially assessed.
2. Parts that have been ordered, even though 'in-stock' at the time of order, may be out of stock, and require 2-6 weeks or longer to arrive.
3. During final timing of a mechanical watch, particularly timing in positions, problems may manifest with timing accuracy, and the watch then requires additional troubleshooting and regulation.
We ask for your patience when awaiting your watch repair. In most cases, you will be notified if your watch is going to take longer to repair than previously estimated. Please call or email us if your watch is overdue, and you are concerned or have not heard from us.
If you have become frustrated with the wait, and are considering filing a BBB complaint against us, please call us first. In ALL cases we will offer you a significant discount off the repair price to avoid you filing a complaint, or free service at your next service interval. However, once you file a complaint with a 3rd party our terms and conditions will SEVERELY limit your rights and remedies.
Are there watches that BfW will NOT work on?
At BfW Co., we service most watch brands. However, there are watches that we do NOT service, and those that we do NOT recommend you send for estimates or repairs:
*FAKE OR REPLICA WATCHES - Do not send them.
* Cheap watches - If it cost you less than $50, you would be better off purchasing a new watch.
* Any watch you purchased on Ebay and got a "good deal on," but is not "working right." - Feel free to send it to us, and pay the diagnosis fee. 95% of the time you will not want to pay to have it repaired, because you got what you paid for . . . a piece of junk (AKA a broken and/or heavily used and/or abused watch). If you are still unconvinced, please use our "Ask the Watchmaker" form to submit an inquiry.
* Watches in pieces or parts, or that you have tried to fix on your own. We do not work on watches that have been (and remain) disassembled by you, or any other person or have evidence of being completely botched by an untrained person. If you send a watch to us in this condition, it will do an impression of a boomerang and come right back to you, minus the estimate fee you will pay.
* Older quartz watches with LCD (liquid crystal display) panels. There are NO parts for these watches. Do not send them.
* Watches damaged by water when you are on a "budget." It is not possible to fix a watch destroyed by water damage (rusted movement, damaged dial) when you are on a "budget." This is why there are Timex and Casio watches. See above.
Can you tell me if my watch is a "fake" or "replica?" Can you fix the $400 Omega that I got a "deal" on?
BfW does NOT accept or repair fake, replica watches from ANY manufacture. If you are unsure if your watch is genuine, it is probably fake. Take it to a jeweler who is authorized to sell the watch brand name in question and ask them to authenticate the watch. Many jewelers will not do this for free, you will have to PAY to have an appraisal done.
If you mistakenly or purposefully SEND a fake/replica watch to BfW Co. for an estimate on repairs, and do NOT enclose the required estimate fee ($25), your watch will not be returned to you until the fee is paid in full.
Need an answer to a question about your watch repair right NOW? Use our "Ask the Watchmaker" inquiry form. Click Here!
Our QUALITY PLEDGE to you.
At BfW your watch will be inspected and repaired by our master watchmakers. We will take all the time that is necessary to carefully disassemble, accurately inspect and expertly repair your watch, as if it were our own. Problems that we discover will be communicated to you by one of our watchmakers, and repaired only if YOU authorize us to do so. Your watch will then be covered by BfW's limited watch warranty.
QUALITY IS OUR PROFIT CENTER, not quantity!
BfW Co., Inc.
704 Pennsylvania
Denton, TX 76205
877/846-3397
service@bestfixwatch.com
Copyright © 2006-08. All Rights Reserved.
