customer service Baume et Mercier Customer service Repair centers

REPAIR CENTERS

IF YOUR WATCH NEEDS A SERVICE, YOU CAN:

- Drop your watch off at one of our authorized Baume & Mercier retailers or After-Sales Service Centers.

- Directly send your watch to one of our Regional After-Sales Service Centers according to the following procedure.

Please note that this service is only available in Hong Kong S.A.R.

1. CONTACT US

- By e-mail at hongkong@baume-et-mercier.com

-By phone at + 852 2 532 72 88 : Monday to Friday from 9:00 am to 6:00 pm.

Following this first contact point, we will send you a shipping kit containing:

- a pouch, foam and cardboard packaging so that you can securely pack your watch

- a service request form

We will also arrange for you the appointment with our selected transporter.

2. WATCH PACKING

When you receive the shipping kit, you will need to pack the watch and complete the service request form with the requested information and your signature.

3. PICK-UP

Our selected transporter will proceed to pick-up on the defined day.

4. DIAGNOSIS AND COST ESTIMATE

Within 7 working days, a diagnosis will be performed by one of our watchmakers in our Hong Kong Service Center and you will receive a cost estimate by e-mail (or post) describing the services proposed as well as the cost and lead-times.

5. SERVICE

Your written approval of the cost estimate is required to proceed with the requested intervention.

You may also refuse the cost estimate and no service will be performed. In that case, we will return your watch to you in the condition in which it was received and a handling fee of HK$200 will be charged for the watch diagnosis and logistic services.

6. QUALITY CHECK

During the final check, your watch will go through all the necessary technical and aesthetic controls in order to guarantee our quality requirements.

7. PAYMENT

Once the repair is completed, we will send you a payment invoice by e-mail. Upon full payment of the repair costs, via bank transfer, we will contact you to arrange the delivery with our selected transporter, free of charge.

8. DELIVERY

Our selected transporter will proceed with delivery on the defined day.

Before contacting us, we recommend that you read our Customer Service policy including all the important information about our services (contents and price list).

 


OUR REPAIR CENTERS

Baume & Mercier watches benefit from a worldwide network of authorized After-Sales Service Centers which meet the highest technical quality requirements of Swiss luxury watchmaking.

Approved through a rigorous selection process, only authorized Baume & Mercier After-Sales Service Centers are entitled to service your watch. Undergoing regular training provided by the brand, they provide an impeccable quality of service by using tools specifically developed for repairing Baume & Mercier watches and replacing worn parts with original components. Moreover, numerous tests are carried out using up-to-date and reliable control methods.

Note: Watches which were repaired/serviced by someone else than an authorized Baume & Mercier After-Sales Service Center are excluded from any Baume & Mercier guarantee coverage. Also, all spare parts which do not meet the quality standards set by Baume & Mercier will be automatically replaced by Baume & Mercier and charged.


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