UTS - A disapointing reaction

[toxicavenger]

cool looking watch but definitely not for me.

[Pasquale]

I think it looks good bent

[Seth]

I'll admit I'm a fanboy. But something here doesn't read right.

I'm not sure why, but I get the sense of the original poster somehow skewed this interaction. I've spent lots of time talking to Stephen and never had a lick of problems getting replacement parts.

I'm not grabbing a torch and pitchfork yet. Yet.

[dukerules]

I really want to believe we're missing a big part of the story here. Doubt it though.

[Seth]

It's just odd. Way odd. Never once heard a foul word, now this. I had a piece of lint in the brand new 1000mv2 I bought. He swapped it without a moments question. Overnight end both ways at their expense. I recognize that Stephen isn't spinner but still.

[streetracer101]

It's just odd. Way odd. Never once heard a foul word, now this. I had a piece of lint in the brand new 1000mv2 I bought. He swapped it without a moments question. Overnight end both ways at their expense. I recognize that Stephen isn't spinner but still.

That's the issue at hand. Stephen has terrific CS. He could easily handle something like removing a movement and blowing dust out of the case. However, my understanding is that anything that requires parts be changed, requires the watch to go back to Spinner in Germany. Stephen = great guy...Spinner = jury is still out.

[Seth]

I read the whole thread. It still doesn't jive. I've had email exchanges with spinner and they've always been pleasant. Admittedly his English is rough, but its way better than my German.

[mattcantwin]

I read the whole thread. It still doesn't jive. I've had email exchanges with spinner and they've always been pleasant. Admittedly his English is rough, but its way better than my German.

I'm hoping you're right, Seth.

[Seth]

Me too. The blue 1000m we shared got a new click spring that they wouldn't sell according to the Internet... Yet they did.

[snootydog]

I read the whole thread. It still doesn't jive. I've had email exchanges with spinner and they've always been pleasant. Admittedly his English is rough, but its way better than my German.

I'm hoping you're right, Seth.




Bloody hell Matt,you must be one of those 99 out of 100 that cant see anything wrong.

[Seth]

That's hysterical.

[bedlam]

Spinner offered him another second hand to get fitted elsewhere. I would have said yes to that, had the work done by my watchmaker, sold the watch as recently serviced and move on from UTS.

[matt.wu]

I read the whole thread. It still doesn't jive. I've had email exchanges with spinner and they've always been pleasant. Admittedly his English is rough, but its way better than my German.

I'm hoping you're right, Seth.




Bloody hell Matt,you must be one of those 99 out of 100 that cant see anything wrong.

[aztecknight]

Spinner offered him another second hand to get fitted elsewhere. I would have said yes to that, had the work done by my watchmaker, sold the watch as recently serviced and move on from UTS.

Vaseline or no vaseline, the guy still got f'd. Poor CS all around. I for one appreciate people sharing this stories. If I was in this guys situation I would be pissed as well. I wonder if any others kept their mouths shut about uts because they didn't want to rock the boat.

[The Relumer]

delete

[bedlam]

Spinner offered him another second hand to get fitted elsewhere. I would have said yes to that, had the work done by my watchmaker, sold the watch as recently serviced and move on from UTS.

Vaseline or no vaseline, the guy still got f'd. Poor CS all around. I for one appreciate people sharing this stories. If I was in this guys situation I would be pissed as well. I wonder if any others kept their mouths shut about uts because they didn't want to rock the boat.

Agree completely.

[FlyPenFly]

Seriously. Not sure I'd buy a watch from a guy who can't see that obivous flaw.

[Chauncy7]

This is the exact reason I have gotten away from alot of the "micros". Even though I consider UTS one of my favorites, I can't justify spending in the $4k - $5k range and not having the piece of mind that I can get parts, service, etc. down the road. I'm sure that some would think this issue is not worth mentioning, but, to us WIS it is. I have had some minor issues with UTS (on watches received brand new) and I did not feel it was worth mentioning on the forums because it was taken care of. CS is important especially when you are charging top $$$ for the watches. If he doesn't like working on the watches then he should partner with someone for servicing. We don't need to know who it is, etc. just do it so you can have decent CS.

[Seth]

I'm convinced this is NOT black and white.

Here's the latest from Spinner to the OP
"Dear Mr. Adams ,

I am not impressed about your threads on the watchforum. I am only disappointed. And it shows to me that you are not interested to solve the problem between you and me in a normal way. You are obviously only interested in an escalation which does not help anyone. I tried to explain to you that there is nothing wrong with the hand. It is within the tolerance. The pictures I have taken yesterday show it exactly. Obviously you have another opinion. This is the actual situation . You prefer to make it public and post it on several watchforums. Well this is your decision and I have no objection. What I do not accept is that you tell wrong stories. You send a broken watch to me , the movement was not even working anymore, the small hour counter of the chrono was off center , one caseback screw was torn out and the thread in the caseback needed a repair , there have been also many scratches and dings all over the watchcase. I did not ask who has damaged and treated the watch so badly. I made a full service on the mechanical movement , repaired all the other damages and send the watch back to you. Then you complaint about the stop second of the chrono. You send me the picture of the chrono stop hand which is taken under an extrem flat angle. On this pic it really looks like the hand is bent. I offered you to change the hand , but when I got the watch from you and inspected it , the situation was different. The reality shows a differnt chrono stop hand then what can be seen on your picture. The straightness is normal and within the tolerance of the chrono stop hands. I told you that the change will probably not bring any different result. I expressed my concern that when I change the chrono stop hand you will still see something or even see something else. That was all and then you decided to post a "complaint" on the watchforum. You also send me an email at same time that I will hear from your lawyer. Okay if you prefer to go this way , what can I do ? I have many worldwide customers which are happy and which I do cooperate within a normal , fair and very friendly way every day. If you are interested in a normal business relation and behavior you are welcome and we can continue.

Please post my answer on the forum so everybody knows the complete story and reality. Then decide what you want. I can change the hand , but I do not take any guarantee that the result will be any different. This is also all what I wanted to communicate to you .


Best Regards
Dipl. Ing Nicolaus Spinner"

[streetracer101]

I'm convinced this is NOT black and white.

Here's the latest from Spinner to the OP
"Dear Mr. Adams ,

I am not impressed about your threads on the watchforum. I am only disappointed. And it shows to me that you are not interested to solve the problem between you and me in a normal way. You are obviously only interested in an escalation which does not help anyone. I tried to explain to you that there is nothing wrong with the hand. It is within the tolerance. The pictures I have taken yesterday show it exactly. Obviously you have another opinion. This is the actual situation . You prefer to make it public and post it on several watchforums. Well this is your decision and I have no objection. What I do not accept is that you tell wrong stories. You send a broken watch to me , the movement was not even working anymore, the small hour counter of the chrono was off center , one caseback screw was torn out and the thread in the caseback needed a repair , there have been also many scratches and dings all over the watchcase. I did not ask who has damaged and treated the watch so badly. I made a full service on the mechanical movement , repaired all the other damages and send the watch back to you. Then you complaint about the stop second of the chrono. You send me the picture of the chrono stop hand which is taken under an extrem flat angle. On this pic it really looks like the hand is bent. I offered you to change the hand , but when I got the watch from you and inspected it , the situation was different. The reality shows a differnt chrono stop hand then what can be seen on your picture. The straightness is normal and within the tolerance of the chrono stop hands. I told you that the change will probably not bring any different result. I expressed my concern that when I change the chrono stop hand you will still see something or even see something else. That was all and then you decided to post a "complaint" on the watchforum. You also send me an email at same time that I will hear from your lawyer. Okay if you prefer to go this way , what can I do ? I have many worldwide customers which are happy and which I do cooperate within a normal , fair and very friendly way every day. If you are interested in a normal business relation and behavior you are welcome and we can continue.

Please post my answer on the forum so everybody knows the complete story and reality. Then decide what you want. I can change the hand , but I do not take any guarantee that the result will be any different. This is also all what I wanted to communicate to you .


Best Regards
Dipl. Ing Nicolaus Spinner"

and that right there would be a good reason to not want to service customer's watches...interesting turn of events

[Seth]

And he's agreed to fix.

[aztecknight]

He only agreed to fix it after he was put on blast on the forums. If he had done that from the beginning this would have never happened.

[Seth]

I still get the sense we haven't heard the whole story. It seems the original poster sent him a broken, damaged watch he traded for secondhand. There's more to this than meets the eye.

I'm certain of it.

[Kustoms4ever]

I still get the sense we haven't heard the whole story. It seems the original poster sent him a broken, damaged watch he traded for secondhand. There's more to this than meets the eye.

I'm certain of it.

This is what was fully put in that post...It includes both sides of the story....





Thanks again for all your comments. I appreciate them all.

The watch suddenly stopped on me for no apparent reason while sitting on my bedside table overnight. This was the reasoning behind the full service. One of the case back screws had sheared through tension, so it obviously had a fault that I was lucky to spot. The watch was in excellent condition prior to me sending it to Mr. Spinner and this can be backed up via the previous owner. I only owned it for just over a week prior to the watch stopping. I also have photo's of the watch prior to it being serviced and the main chronograph is perfectly straight.






Mr. Spinner sent me the following email within the last hour (quote):

Dear Mr. Adams ,

I am not impressed about your threads on the watchforum. I am only disappointed. And it shows to me that you are not interested to solve the problem between you and me in a normal way. You are obviously only interested in an escalation which does not help anyone. I tried to explain to you that there is nothing wrong with the hand. It is within the tolerance. The pictures I have taken yesterday show it exactly. Obviously you have another opinion. This is the actual situation . You prefer to make it public and post it on several watchforums. Well this is your decision and I have no objection. What I do not accept is that you tell wrong stories. You send a broken watch to me , the movement was not even working anymore, the small hour counter of the chrono was off center , one caseback screw was torn out and the thread in the caseback needed a repair , there have been also many scratches and dings all over the watchcase. I did not ask who has damaged and treated the watch so badly. I made a full service on the mechanical movement , repaired all the other damages and send the watch back to you. Then you complaint about the stop second of the chrono. You send me the picture of the chrono stop hand which is taken under an extrem flat angle. On this pic it really looks like the hand is bent. I offered you to change the hand , but when I got the watch from you and inspected it , the situation was different. The reality shows a differnt chrono stop hand then what can be seen on your picture. The straightness is normal and within the tolerance of the chrono stop hands. I told you that the change will probably not bring any different result. I expressed my concern that when I change the chrono stop hand you will still see something or even see something else. That was all and then you decided to post a "complaint" on the watchforum. You also send me an email at same time that I will hear from your lawyer. Okay if you prefer to go this way , what can I do ? I have many worldwide customers which are happy and which I do cooperate within a normal , fair and very friendly way every day. If you are interested in a normal business relation and behavior you are welcome and we can continue.

Please post my answer on the forum so everybody knows the complete story and reality. Then decide what you want. I can change the hand , but I do not take any guarantee that the result will be any different. This is also all what I wanted to communicate to you .


Best Regards
Dipl. Ing Nicolaus Spinner






I have responded to this email as follows:

Dear Mr. Spinner,

Thank you for your email.

I am more than happy to copy and paste your email on the forum at your request.

In over 30 years of watch collecting, I have never experienced customer service as in this case. I sent you a watch that was not running, but whether the watch is not running, not keeping excellent time or had another problem (like misaligned hands or other issue), a full service always rectifies the problem. That is what a full service is all about. It rectifies all issues. I asked you to initiate a full service and refinish the case and you provide that service that I paid for. I never queried the bill nor hesitated over the payment. You got an instant payment from me.

I received the watch back with a quality control issue and wanted this issue fixed. As a customer, I expect excellent service and not excuses. The chronograph hand was not bent prior to a service as I have photo's of the watch prior to me sending it to you. All I wanted was the bent chronograph hand replaced. It is a simple, easy and quick job to do but having mentioning to me via email that you would resolve this issue once I sent the watch to you, you then decided to change your mind by making up lame excuses that appeared somewhat unbelievable to me personally. Sadly, I am not to blame for your shortcomings.

I did explain to you that I would take this issue to the watch fora and you were happy for me to do so. If you read the watch thread I sent you link to, you will note that everyone agrees with me, and no-one agrees with you. All you have done is tarnish your reputation over a triviality. As a result, you may have lost future customers or business. That again is your problem.

Regarding your comment about in reality, my photo's showing a different chronograph hand, that is of course utter nonsense. My photograph hand photograph was taken at that angle and it shows the issue clearly and unequivocally. Your photograph from a top view still shows the issue very clearly and forum members can also clearly see the issue to hand. It is pretty obvious.

I am more than happy to proceed if you can understand why I am upset as a customer. Your customer service to date has been poor. What about that old saying that The Customer is Always Right?

All I would like you t do is to change the chronograph hand please. That is all I have wanted you to do. As mentioned previously, it is a simple, easy and quick repair and it could have been done by now and shipped back already. If you do decide to proceed then I would like you to take some photographic evidence of this procedure please to prove to me that the work has been actual done. Why? Well, I do not want this watch returned to me as it is at present. That is all I ask and I do appreciate your help in this matter.

Regards,
David







The thing is, I just love the UTS brand. This is my second UTS and it is quite possibly the best looking watches I have ever owned. It is built like a tank and I like the quirky looks and finish of the watch.

All I want is to enjoy wearing it again, so hopefully Mr. Spinner will now get this issue resolved.................please!