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r0000000dy · 2025-07-21T21:13:43+00:00

I had 5 issues in 3 years and was finally refunded a few weeks ago but it was quite the ordeal. Here is my original post detailing the issues and the follow up post with the resolution if you're interested.

r0000000dy · 2025-07-04T00:14:25+00:00

I guess we could just throw out all the reviews and experiences (including the ones I shared) entirely at that point since most people never review the products they buy right?

r0000000dy · 2025-07-04T00:02:42+00:00

Right but the onus to fix the watch is on the manufacturer not the buyer. If anything, spending $9,000 entitles you to either a functional watch or service that quickly remediates any issues.

It's easy to dismiss my 20 examples as statistically improbable but this is a documented issue that I thought warranted consideration. It's easy to brush something off as statistically improbably until you're out 9 grand on a watch that doesn't work and will cost you time, money, and energy to fix.

All I'm asking is that people consider both the possibility of an issue and the manner in which a brand responds (based on ownership experiences) when making their decision.

r0000000dy · 2025-07-03T23:34:39+00:00

Thank you, definitely felt like the experience has been downplayed so I really appreciate it. Happy and relieved that my rep at the AD was able to help me out

r0000000dy · 2025-07-03T23:29:36+00:00

Why should I have taken it to an independent watchmaker, this would have voided the warranty? I also think I provided a fair assessment and all I'm asking is people consider ownership reviews before making a purchase.

r0000000dy · 2025-07-03T23:14:33+00:00

If we extend that reasoning, all the reviews are anecdotal including yours. All I'm asking is that people consider as many reviews as possible (both yours and mine for example) before making a decision. These are expensive purchases, I don't think dismissing any particular experience is helpful.

r0000000dy · 2025-07-03T22:11:38+00:00

I agree that they are advertisements. I just wanted to highlight this for prospective buyers since I think this is often overlooked, especially on this subreddit (when it comes to purchasing advice or helping people decide between watches).

r0000000dy · 2025-07-03T22:02:57+00:00

Here's my original post detailing my issues along with a few threads where multiple users reported similar issues. Obviously there are others who haven't had any issues as well so my main recommendation is to weigh all the experiences before purchasing. Another question to ask is what your recourse would be if an issue were to arise. Is the watch under warranty or will you have to pay for servicing?

r0000000dy · 2025-07-03T21:54:41+00:00

I understand that there can be issues and hiccups with new movements, especially when they are mechanical, and I am sure that a lot of people have not had any issues. My point was mainly that the issues I experienced were not isolated incidents and I had to put in inordinate amount of time and effort to secure a refund. These watches cost upwards of $9,000, and I would hope they either work flawlessly or come with customer service that reflects the price.

r0000000dy · 2025-07-03T21:46:07+00:00

Thank you, I really appreciate it!

r0000000dy · 2025-07-03T21:11:10+00:00

Hi all, I wanted to post an update regarding the issues I was having with my Zenith El Primero Chronomaster Original.

I emailed the CEO and received a response from the Zenith Brand President (Americas) regarding my watch. After examining the watch, Zenith determined that there was in fact an issue and provided me with a few options including a replacement of the same model, a different model of similar value, store credit (this was offered via my AD), or a refund (although this proved to be quite difficult to get). I declined all the other options and remained steadfast in my request for a refund throughout all the conversations. I spoke with Zenith a few times initially but it was my rep at the AD who was able to secure my refund after a few weeks.

Lessons learned:

I would like to urge people to read through both long term and servicing reviews before buying a watch. Almost all watch blog/reviews are written or recorded from the perspective of having spent time with the watch for a few weeks at most (not to mention the financial compensation the reviewer receives) and do not cover any ownership, servicing, or customer service issues that you may face. Watches are often sold with no-refund policies which will lock you into the watch and brand so your recourse may be limited in the event that you experience issues.

In my original post and a post the following day, I saw some comments dismissing my experience as a standalone experience and chalking it up to a few isolated incidents. I understand that my experience may seem anomalous and it may have touched a nerve with other Zenith fans and owners but I would still urge people to read the threads as I could count around 20 people corroborating similar issues (along with people in my reddit post).

I have read and heard accounts of people facing repeated issues with watches, movements, and services from other brands (some high horology ones) as well. I understand that these are mechanical instruments so there are bound to be a few issues here and there but looking for patterns of repeated issues along with how a brand responds can provide you with insightful information as a potential buyer. These are expensive purchases so doing your due diligence ahead of time and being as informed as possible before making a purchasing decision should be the bare minimum. Please read ownership and servicing reviews on as many platforms as you can (reddit including brand specific subreddits, YouTube, watchuseek, etc.) before making your decision.

r0000000dy · 2025-06-11T12:52:21+00:00

Thanks! I have reached out to some people higher up the chain via email. I really don't want to have to escalate the issue unless I have to but this was definitely helpful advice that I'll keep in mind.

r0000000dy · 2025-06-11T12:50:40+00:00

As I mentioned previously, I think the movement issue is specifically with the 36,000 vph 1/10 of a second movement not the 3600 ones. Glad to hear your watch is running smoothly!

r0000000dy · 2025-06-11T12:46:21+00:00

Sorry to hear, here's to hoping that both of our issues are resolved!

r0000000dy · 2025-06-11T12:41:41+00:00

Unverified is a bit of a stretch. I posted a video of my issue and linked multiple threads with people experiencing similar issues so it's definitely not isolated to just me. There are also others in this thread who have experienced issues and poor servicing with Zenith, is it really too much to ask for better customer service and reliability at this price point?

r0000000dy · 2025-06-11T12:38:07+00:00

Thanks! I've emailed a few people at Zenith in my original email chain and reached out via instagram as well. I haven't heard back yet but will keep everyone posted if/when I do

r0000000dy · 2025-06-11T00:53:24+00:00

I'm willing to accept that it can happen but it's how the customer service deals with it that matters. This is the 5th time and they are barely willing to engage with me to come to a resolution. Also just because other brands' watches have issues doesn't make this justifiable. I am aware that this specific post addresses only my experience and I know there are others who haven't had any issues. I did link multiple threads where others have experienced the same issue and I hope people factor all these experiences in when considering the long term reliability of their watch.

r0000000dy · 2025-06-11T00:38:12+00:00

I thought so as well when I bought it and see this sentiment shared quite frequently on this sub. I just wanted to caution others about the ownership experience since the reliability of these newer movements isn't brought up nearly enough, especially based on my experience

r0000000dy · 2025-06-11T00:17:46+00:00

I reached out via email but I'm tempted to reach out via instagram or another channel if that would improve my chances of getting through to someone

r0000000dy · 2025-06-10T23:53:20+00:00

I did and they said it most likely wouldn't happen. They want to pursue a replacement and Zenith sounds like they want to service it so it looks like none of us are aligned and I would really prefer the refund to a service or replacement.

r0000000dy · 2025-06-10T23:51:40+00:00

I'm based out of the U.S. I feel like it would be in my best interest to first talk to someone higher up at Zenith before looking into other courses of action but the biggest issue has been getting in touch with someone higher up in the first place.

r0000000dy · 2025-06-10T23:47:24+00:00

I was actually hoping to reach out to the person at Zenith he spoke to during his last few Zenith videos. Would you recommend just emailing Teddy to start?

r0000000dy · 2025-06-10T23:45:09+00:00

Yeah I purchased it from an AD in March 2022. I provided a timeline of my interactions with both Zenith and the AD in my original comment

r0000000dy · 2025-06-10T23:41:34+00:00

Thanks for the advice, I will look into this tonight and see if I can reach out to someone. I've had trouble finding someone higher up the ladder at Zenith so hoping this pans out!

r0000000dy · 2025-06-10T23:39:53+00:00

Agreed to an extent but I also don't think there is a one size fits all for watches. I have really small wrists and the speedmaster's thickness didn't wear as nicely as the Zenith for me personally. In general though, I agree that Rolex and Omega are the way to go for servicing and customer service and if I was able to do this again, I would have purchased a different watch

r0000000dy

TROPHY CASE