SERVICE FAQs
Please explain the repair process.
How much does it cost?
Who should I avoid having my watch repaired by?
How long does a repair take?
Why should 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 company 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."
Click here to learn more about scam artists offering "FREE" estimates.
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 a non-chronograph watch valued at less than $500, and that is less than 20-years old, click here to purchase a regular estimate ($30).
To purchase an estimate for a watch valued at more than $500, and that is less than 20-years old, click here to purchase an advanced estimate ($60).
To purchase an estimate for watches of any value level, but which have water damage, OR which are vintage mechanical watches (over 20 years old), click here to purchase an extensive estimate ($95).
2. You ship/mail your watch to us.
Mail your watch utilizing our repair/shipping authorization 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 our limited warranty.
Your repair is under a limited warranty for the time period specified in your original written estimate quote and per the warranty policy on our website. Please save this information in case you have a claim.
How much does it cost and how long does it take?
Most repairs start at $84.95. 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 $30 for most watches, and $60 or $95 for vintage mechanical, 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. 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.
FREE ESTIMATE AND FREE SHIPPING?
Remember the old saying, "You never stop paying for what you get for free!" Some watch repair facilities will offer you "free" estimates and/or "free" inbound shipping. These relatively new internet businesses are trying to capture the market with "freebie" offers.
BEWARE! If you decline repairs at these facilities, you WILL be charged some type of "backdoor" fee, such as for processing and/or return shipping. And we bet you will say to yourself, "Wow that seems high for return shipping costs!?"
Don't believe us, call and ask them, "How much does it cost to return my unrepaired watch if I decline your estimate?"
But wait, also ask them, "If I decline service how much will my watch be insured for when you send it back to me?"
Both of the above two questions are "GAME ENDERS."
What else should you know about the "free estimate/shipping" offers?
- That FREE SHIPPING is a HUGE GAMBLE for your watch. Your watch may be UNDER-insured for its value, or have NO INSURANCE value at all. If it is LOST in the mail on the way to them, you may receive very little to no loss compensation back from the shipping carrier. For example, if the company offers "free shipping" to you from USPS (the post office), the maximum value will be $500 (IF IT THE INSURANCE IS PAID FOR BY THE COMPANY). If the "free" inbound" shipping is via UPS, you may be surprised to know that UPS may NOT pay the insurance claim, and/or the watch's insurance value may be paid at LESS than the value you insured it for.
- If you value your watch at more than $500, then you are absolutely INSANE to send it via UPS ground (the "free" offer). Ground shipments of valuable items have an unacceptable, high "loss" ratio in the shipping industry. The safest way to send a high-value watch, is via the USPS (post office) REGISTERED mail, insured BY YOU at the post office counter. They don't tell you that, do they? And they can NOT provide you with FREE USPS REGISTERED SHIPPING. Don't believe this, call and ask them. Game over.
- Most of these companies have NO BBB accreditation, less than an "A" rating, a bogus accreditation, and/or have MANY customer complaints. Some of them are able to maintain their BBB rating via bogus "business volume." This means they exaggerate to the BBB about the 5,000 watches they service each year, so that the 30 or more complaints they receive EACH year seem minimal, and they retain a high BBB rating. If they have more than 2-3 complaints in a 3-year period which were not SATISFACTORILY resolved, then RUN, RUN AWAY from them no matter the rating. Alternatively, they may have recently changed their "business name" or the internet site name that they utilize is NOT their original business name (the one with all the complaints). How do you find out their real business name so you can check them out at www.bbb.org? Good question. Call them and ask, "When you charge my credit card for repairs, what is the name of your company that will appear on my credit card statement?" IF THEY TELL YOU, go to www.bbb.org and look up their rating using this name for your search. Game over. Now you know why they are enticing you with "free" BS.
- Finally, if your watch is more than 50% (by weight) precious metal (gold, silver, platinum), EVEN IF YOU PAY FOR INSURANCE WITH UPS, they will NOT pay a claim for loss or damage!
- Most of these companies do NOT directly accept American Express. They only accept it via "Paypal." They can't qualify to receive AMEX payments any other way. Why? They may have poor credit ratings.
- FedEx will NOT pay a claim above $50 on ANY watch, repeat ANY watch, because they consider ALL watches to be jewelry.
- The "free" shipping company may tell you that they have "additional" third-party insurance through Jeweler's Mutual or some other company, which pays insurance on your watch if it is lost in the mail. This is true, BUT ONLY WHEN THE COMPANY IS SENDING IT BACK TO YOU, and NOT when YOU ARE SENDING IT TO THEM via a "free" offer.
- You now know more than 95% of "mail-in-repair watchmakers" offering BOGUS FREE estimate/FREE shipping. After reading this, if you decide to send them your watch, we believe you are either out of your mind, or have a gambling addiction disorder, or both.
How long does it take?
The average repair time for a quartz watch service is 6 to 8 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?
There is an old saying, "You can have it FAST, PERFECT or CHEAP, but you can't have all three." Think about the wisdom of that for a moment.
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 "average 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, or is trying to fix too many watches out of mismanaged profit needs (ie greed).
You will get what you wait for!
Finally we understand that you are eager to have your repaired watch back on your wrist. We are eager to do it right so it will not come back during our warranty period, and will in fact last many years longer. It takes TIME to do this right. This will require you PATIENCE. Are you patient enough to be one of our customers?
Take the PATIENCE TEST (click here).
IF you score less than a "30" on the "100-point" scale . . .
Please send the watch to another company!
Who should I avoid having my watch repaired by?
Excellent question. Watch repair sites are popping up all over the internet, along with newly 'certified' watchmakers. You can expect to see more of these sites grace your search engine results as our economy continues to nose dive, and people desperate for work try desperate things to pay the bills, such as "learn a new trade" or "spin" a new service angle.
The number one quality to test for in ANY company is legitimacy. The best way to know a company is a legitimate watchmaking business is captured in our "Why Trust Us" FAQ (click HERE for this information).
Who should you AVOID? We have taken flack from a few other "watchmakers" for posting this information. However, it is our opinion that these individuals may be giving watchmaking on the internet a bad reputation, in addition to potentially causing YOU confusion with respect to what constitutes a genuine repair business.
TOP 10 LIST of repair businesses to AVOID sending your watch to:
- Anyone who states, by virtue of "certification" ALONE, that they are qualified to repair your watch, or who places the HIGHEST VALUE on "certification" as the supreme litmus test for who should be allowed to repair a watch. In our opinion watchmaker certifications can't be completely trusted as a 100% accurate test of a craftsman's ability. A better "test" of the legitimacy of any repair business is HOW LONG has the company been in business. More importantly - does the company have former customers YOU CAN CALL to verify the QUALITY of their work? Hard work and results will always trump a piece of paper. Certification, earned the proper way, is ONLY one important element in legitimacy.
- Anyone who claims that they have decades of "experience," but whose business is less than several years old. Call the county court house where they are located (if they will tell you where they are located) and ask for verification of a business license. Then ask when the license was issued. This is public information. If the court house has no record of the business name, or tells you it was issued last year, feel free to think. Alternatively, anyone whose business keeps changing locations and/or states every year or so. Why do they keep moving around so much? Do they pay taxes? Do they have lots of complaints and law suits? We know of one internet watch repair business that moves simply to break the chain of trackable complaints on file with the BBB. Interesting, pathetic, but interesting.
- Anyone who does not have shop insurance. You would be shocked to know how few of these internet repair businesses have ANY insurance. Some of them even lack a rated SAFE to store your watch in when it is off their bench! This means that if they lose or damage your watch while it is in their possession, you get NOTHING back. Nada. Don't believe us? Ask a competitor who underwrites their shop policy. Then ask to see the declarations page of their policy. Game over.
- Anyone who does not or will not tell you where your watch is being repaired. Feel free to think why they might not want you to know where your watch is. Alternatively, it is a favorite trick of some jewelry stores to tell you that your watch is being 'sent to the manufacturer' for repair. They then repair your watch 'in house' or send it to their local 'hack artist.' If the jewelry store tells you that your watch is being forwarded to the manufacturer, DEMAND to see shipping PROOF. End of game.
- Anyone who has a form for you to fill out and submit online, but whose page is NOT secure server hosted. And bogus "privacy seals" mean NOTHING if you transmit your personal information on a NON secure web page. End of story.
- Anyone who claims to be the absolute "authority" on this or that. Quality work should tell you all you need to know.
- Anyone whose business MOVES every couple of years. Why are they moving so often? Are they running from unpaid taxes, angry customers, or avoiding warranty claims? Are they trying to create a 'clean slate' for the BBB to 'find' when they apply (again) to become an accredited member? Or could it be all of the above? The ONLY way for you to know how long the business has been at its present location is to first determine the city AND the county the business is located in. Next, call the county tax office and speak with a clerk in the 'business records' division. Ask the county clerk how long the business has been at its present location? You could also ask if the business listed previous addresses in other states on its application for a business license. Who knows, you could get lucky and find out that the business has moved around more than a Las Vegas call girl. If the clerk tells you the business has been at its present location for 'x years' and the business states they have been around for more than this amount, feel free to think.
- "FREE" stuff! - Anyone who claims they will provide you with a "free" estimate or "free" shipping. There is no such thing as free. You will have to pay them a "fee" to mail the watch back to you if you decline the "free" estimate. This tactic is dishonest. You will get what you pay for.
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- The Ethics TEST - This is a test that you, the customer, can do of the business's ethics, or lack thereof. Call the business in question and tell them you are thinking of sending them your "battery-operated," quartz Tag or Breitling (these are expensive repairs). Then say this, "The second hand seems to be jumping in two-second increments, instead of one second, and I am worried that something may be wrong with the movement." How do they respond? If they tell you ANYTHING other than that this is a normal condition when the battery of your watch is beginning to run low on power, STAY AWAY. They are being dishonest.
- Do they accept American Express, SEPARATE from Paypal? Anyone can initially set up a Paypal account to receive money! Only legitimate businesses are allowed to independently accept the American Express card, and this is because of the rigorous vetting Amex does of a business's credit worthiness. Amex also offers fraud protection vastly superior to that of Paypal. This is why soooo many businesses do NOT directly accept American Express. They can't qualify to and/or are afraid of the fraud repercussions. And we have all heard of the excuse, "Amex costs too much to accept." Let's get this straight, they are too cheap to independently accept Amex, and YOU want them working on YOUR watch. LOL.
Do you honor your warranty?
Unlike many 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:
*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 or pick up my watch at your shop?
We no longer accept ANY drop-offs, and do not allow pick ups. There is an exception, however.
We require watches to be mailed by you to our facility. If you have a very rare or sentimental time piece, and are only comfortable hand-delivering it to the watchmaker, you can schedule a prepaid appointment for one hour with the watchmaker. The appointment/estimate fee to do this is $150, and will NOT reduce the cost of your repair. It pays for you to occupy the watchmaker's time and to answer your questions. This amount is NOT refundable in all circumstances and must be prepaid BEFORE you schedule your appointment. If you miss the appointment for any reason, this fee is NON-refundable.
How often should my watch be 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."
We do NOT do "simple" (fix only one thing) repairs. Do NOT send us your watch if your only desire is to have "one thing" fixed. Translation - if your watch is "running just fine" and only needs to have one thing repaired, such as the bracelet, TAKE IT TO THE MALL or JEWELRY store. WE DO NOT DO "short jobs." A short job can be described as repairing only one thing on a watch that is "running just fine."
"But why don't you offer this service?"
We actually will, under certain conditions (below). However, more than a few "customers" will send a service center a watch with the "special" request that "only one thing be repaired," such as a problem with the bracelet. They state, "the watch is running just fine." The company dutifully and in good faith repairs the broken/damaged part requested by the customer, but does no other work. The company performs the "short job," and sends the watch back to the customer.
The "customer" then does one (1) of two (2) things:
a. Immediately calls or writes the company to state, "your company damaged my watch . . . it is now not working properly . . . I want you to fix it for free, or pay me to have it fixed somewhere else . . . "
b. Waits a few months and then does what is described in "a" above.
This is a scam. We are fully aware of this scam. Most reputable companies are aware of this scam. The type of "customer" that does this is a scam artist, and can also be described in many other colorful terms. We do not do business with scam artists. Many of these customers bought a high-end watch with no idea of the cost to properly service it. When they find out how much it costs, they then try to force a company to repair it utilizing this type of scam, and several other types of scams.
Conditions in which we will perform a single repair (aka short job):
- On a watch sent in for complete service.
- On a watch we have previously performed complete service on, but now may require a simple repair, for as long as the customer owns the watch and ONLY sends the watch to us for ALL of its repairs.
This strategy encourages genuine customer loyalty and retention.
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, optional polishing and refinishing, and mandatory resealing and pressure testing on watches which are marked "water resistant."
"But my watch does not need all that, it just needs to be fixed," or "it just needs a battery."
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.
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, can you 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 e-mailing us your question. 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.
I mailed my watch to BfW, and I know it has arrived, but have yet to be contacted. Should I be concerned?
We STRONGLY ENCOURAGE you to utilize delivery confirmation service or a tracking service. If you have already confirmed your watch's delivery with USPS Deliver Confirmation and/or UPS tracking confirmation, then YOU HAVE YOUR ANSWER. Please DO NOT CALL.
IF YOU DECIDED NOT TO PAY FOR TRACKING and/or DELIVERY CONFIRMATION, then YOU will need to be PATIENT and wait for us to contact you AFTER we have performed your estimate. This is generally done within 3 to 5 days AFTER receiving a watch, unless the watch is "water damaged" and you have called ahead to warn us of the need to immediately open and dry out your watch.
DO NOT CALL US TO CHECK ON THE DELIVERY OF YOUR WATCH!
We regret that we are UNABLE to provide this level of personalized service. We will email you when we perform your estimate. In this way, you will have verification of both delivery, and a written estimate of your repair.
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).
We are a family business, and are closed during all major holidays.
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. Why?
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 determine if my watch is a fake or "replica?"
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, your watch will be returned to you COD for $50. DO NOT SEND REPLICA WATCHES TO US.
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
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