After-sales service, a whole profession

Step 1 – Inventory

There are many reasons why a watch can malfunction. The first step is to examine the watch. Has the part suffered a shock? Are any external parts damaged? Loose screws, a crooked balance-spring, an off-center dial… A careful examination, in the presence of the watch’s owner, will reveal whether any parts inside the case have broken.

Step 2 – Registration

The faulty part is taken care of only after it has been duly registered in Lionel Meylan’s computer system. All symptoms are conscientiously described: the watch is slow, it stops frequently, the case shows signs of impact, the strap is worn, close to breaking… A document is printed in duplicate, one for the customer, one for the boutique.

Step 3 – the quote

Next, the watch arrives in the hands of the watchmaker, who begins a second examination to establish the repair estimate. To do this, he extracts the movement from the case. A quotation with a repair deadline is then sent to the customer.

Step 4 – The repair

Once the estimate has been accepted, the watchmaker disassembles the watchcase and movement. First, he refreshes the case, polishing away any scratches. If the crystal is mineral glass or sapphire, it can be replaced. If the crystal is made of plexiglass, it will only be replaced if polishing is not enough to restore it to its former glory. Each part of the movement is then cleaned, examined and replaced if necessary. Sometimes new components have to be manufactured. Next, the watchmaker reassembles the movement, taking into account the numerous lubrication points required for proper operation. Finally, he adjusts the movement.

Step 5 – Nesting

Once the watchmaker has checked that the movement is in perfect working order, it is ready for fitting. The dial and hands return to their original positions, and the movement is returned to its case. In the meantime, the gaskets will have been replaced.

Step 6 – Controls

The inspection stage is a crucial moment. The watchmaker rechecks the regularity and amplitude of the movement and sifts through all the functions to ensure that they work properly: setting the time, starting, stopping and returning to zero for a chronograph, passing the date for the date… Next, the water-resistance is checked using a special machine. If a leak is detected, a second check is carried out in water to identify the source of the problem.

Step 7 – Controls, bis

Ensuring that a watch is perfectly functional takes time. All parts repaired in Lionel Meylan boutiques are placed for a minimum of three weeks on a cyclotest, a rotating case that enables the watch to be wound automatically, and checked daily. In this way, the watchmaker ensures the precision and smooth operation of all functions under wearable conditions.

Stage 8 – The return of the belle

The complete overhaul is now complete, and the watch is ready to return to its owner’s wrist. The good news is that, if all goes well, it should not require maintenance for another five years.

 

In figures

4 – The number of different oils needed for one movement.
35 – The minimum number of oiling points on a simple “hour-minute-second” movement.
49 – The number of parts that need to be disassembled to overhaul a simple “hour-minute-second” movement.
1800 – The number of batteries replaced each year by Lionel Meylan’s watchmakers.
2200 – The total number of after-sales service administrative files managed each year in Lionel Meylan boutiques.

QUICK SERVICE IN QUESTION

An unscrewed screw or oscillating weight, a hooked balance-spring, a broken crown, a bent push-piece, an inverted balance, a water-resistance problem, a battery to be replaced… Why wait any longer to get your watch back in perfect working order? Lionel Meylan’s Quick Service offers, wherever possible, in less than an hour and without an appointment, to remedy the small problems that prevent a timepiece from operating optimally. For quartz watches, the battery change is systematically accompanied by a complete cleaning of the case and metal bracelet, followed by a water-resistance check.

DIRECTION LA MANUFACTURE

omplete boutique overhauls are generally reserved for vintage watches that are no longer part of a watchmaker’s collection, or for timepieces produced by brands that no longer exist. For the others, head for the factory, which will give your watch a thorough overhaul within an average of four to eight weeks. A quotation will enable you to estimate the work required to keep your watch running smoothly, as well as optional work such as changing the case. A new dial or bracelet can also be considered, to ensure that the watch looks as dazzling as on its first day.