| Questions | Answers | 1. How long does a repair take? | As a general rule, we strive for a 14 business day turn-a-round from the date you approve repair cost. Please note that seasonal influences can alter this timing. Emergency 72-hour service or other special situations can be accommodated for a reasonable additional charge.
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2. Do you use factory replacement parts? | Yes. However, if there are high quality, less expensive, generic alternatives, we will advise you of such. The choice is always yours.
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3. Do you have factory certified technicians? | Yes. Capetown is America’s premier independent fine Swiss watch repair facility. Among our elite staff of career horologists are factory certified watchmakers with great expertise involving the repair and restoration of some of the world’s important and complex watches. Our passion and dedication to the finest quality workmanship keeps us at the cutting edge of technological breakthroughs.
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4. How can I safely mail in my watch for repair? | Good question. Click here.
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5. How much will my repair cost? | Click here for our list of the most common repair charges.
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6. If I decline the repair work, will there still be a cost associated with the inspection of my watch? | Yes. In order to properly analyze a complex watch the movement must be disassembled. This takes an expensive technician’s time and, after all, time is money. Hence, we charge a $50 fee for inspection and evaluation. To avoid this unpleasant situation please refer to our general pricing chart found in question 5. If your specific problem is not addressed, you can always call one of our technicians who can probably give you a ballpark figure.
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7. Is your work warranted?
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Yes. Except for normal wear and tear, obvious misuse, and/or water damage, all internal work performed and internal parts supplied by Capetown carries an exclusive 12 month warranty. The best in the industry!
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8. How does the warranty work? | Should your watch experience difficulties that are covered under warranty, we will request that you return it to our repair facility. For your convenience, a complimentary mailing kit will be sent. Your return postage charges will be reimbursed (a first in the industry) and, of course, all redo’s will be done free of charge and they will receive preferential treatment. In other words, your repair will go to the front of the line. We know the frustrations involved in having to re-submit an allegedly properly repaired timepiece a second time. We will make it as painless as possible.
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9. How often should I have my watch serviced? | Most Swiss watch manufacturers recommend servicing automatic/mechanical watches every 3-5 years. Quartz watches require battery changes approximately every 12 to 15 months with the internal cleaning, lubricating and sealing being performed approximately every 3-4 years. If you are convienent to one of our service facilities, and have either purchased your watch from us or had it serviced by us, there is no charge for battery replacement.
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10. What sort of service is performed in a routine scheduled maintenance service? | Our technicians will disassemble and clean the internal mechanism, reapply the proper lubricants, replace the appropriate seals and gaskets, adjust the timing, and, if applicable, pressure test the watch. We will also address the overall aesthetics of the watch’s exterior and make the appropriate suggestions that will restore your watch's exterior to its original showroom-perfect condition.
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11. Can you make the exterior of my watch look new again? | Yes. Our expert metalsmiths will hand repatina the case and each link of your stainless steel, stainless steel & gold, platinum, etc. watch. This meticulous and tedious process restores the metal surface to its original showroom lustre. Plated watches are not amenable to this process.
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12. Can spots or scratches be removed from the dial (face) of my watch? | Almost never. The surfaces of dials are very delicate and usually these imperfections cannot be removed. With time colors fade, airborne soil leaks in, and humidity takes its toll. Sometimes the only choice is replacing the dial. In many situations we recommend taking the more economical route of having the dial refinished.
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13. Is Capetown factory authorized by any of the major watch manufacturers? | Unfortunately, no. Our pricing and sales methods are not compatible with the manufacturers marketing format. Nevertheless, we are a concerned family-managed firm that has the flexibility, resources, and fast response that can equally, and sometimes more economically, serve your needs. Remember that we have been at this for more than 30 years, successfully serving the needs of a very, very, picky audience.
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14. Who is responsible for my watch once I send it to you? | Upon our receipt of your timepiece, we will assume an all risk responsibility for your watch while in our possession. In case of loss, at our option, we will either replace the watch with one of like kind or compensate you in cash. Compensation will be predicated on the actual dealer market replacement cost less depreciation. Upon completion of your repair, the watch will be properly packed and entrusted for delivery to you by either UPS or US Postal Service (the choice is yours- UPS is more expensive) fully insured for the value you stated on the packing slip form. At this point, risk of loss passes to the carrier of your choice. Losses rarely occur from these two carriers. UPS generally pays all losses within 30 days- the Post Office takes a bit longer. For your information, we have only had 2 packages lost in 30 years by the US Post Office.
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15. Can you repair my water-damaged watch? | Yes, we are moisture-damage specialists. If the watch has been exposed to salt or chlorinated water, it is imperative that we receive it within 72 to 90 hours of its initial exposure. Thereafter, the only way to correct this kind of corrosive destruction is the costly one of having to replace many parts or possibly the entire movement. Insidious water damage caused by months or years of exposure due to leaky seals, etc. require repairs that are more extensive than normal service but generally, less expensive that those caused by salt-water damage.
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16. When do I pay for the repair work? | Upon your verbal approval of our repair charges, our technicians are directed to begin the work. While the watch is being serviced, an invoice is sent to you for remittance. Once the work is completed and payment is received your timepiece is ready for return.
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17. What methods of payments do you accept? | We accept cash, personal checks, bank to bank wire transfers, money orders, cashier’s checks and at our option, we will accept Visa, MasterCard and American Express credit cards. (Please note that credit cards are not subject to our cash discount. All prices quoted, either verbally or written, are cash prices.)
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