Service - frequently asked questions
People who possess a Vacheron Constantin watch sometimes have questions about their watch, its use, maintenance, etc. And since each question merits our attention, we invite you to consult a selection of our most frequently asked questions.
Authenticity
-
Do you offer a certificate of authenticity?
All creations come with a unique, non-reproducible Certificate of Authenticity.
-
How can I confirm the authenticity of my watch?
Only a meticulously detailed analysis of your watch by one of our specialized watchmakers at our manufacture in Geneva can confirm whether your watch is authentic or not. A Certificate of Authenticity may be requested at this time. However, you can also visit one of our exclusive Vacheron Constantin Boutiques or one of our authorized retailers to receive sound advice.
Contact your Concierge Service
-
How do I obtain a Certificate of authenticity, and how much does it cost?
You can entrust your watch to one of our exclusive Vacheron Constantin Boutiques or one of our authorized retailers, and they will send it to our Manufacture in Geneva. Likewise, we invite you to contact our Concierge Service, which will provide you with all the information you’ll need and calmly assist you with this process. This certificate includes a technical and aesthetic description of the characteristics of your watch and indicates its year of manufacture. This document will be issued only after a physical examination of your watch by experts from our Heritage Department.
Maintenance
-
How do I synchronize or adjust my watch?
Your Vacheron Constantin watch has been designed to provide you with years of exceptional timekeeping performance. To synchronize your watch, we strongly recommend that you refer to the user manual provided with each model. In addition, a “Function Adjustment” service is offered free of charge in our exclusive Vacheron Constantin Boutiques. For calendar watches with correctors, we recommend that you avoid performing manual adjustments using the correctors between 9 pm and 3 am, to avoid pushing too hard on the internal components and damaging the mechanism. By systematically adjusting the watch at 6 pm, you can make all the calendar corrections without risk before setting the correct time.
-
What do I do if my watch runs slow or fast?
Should this happen, we invite you to visit an exclusive Vacheron Constantin Boutique or a Service Center to perform a diagnosis. 2 options are available: - If the watch runs fast, this might indicate that it was exposed to a magnetic field. In this case, you just need to visit an exclusive Vacheron Constantin Boutique to have the watch demagnetized and the time reset. - If this operation doesn't fix the problem, your watch may need adjusting or additional service.
-
My watch isn't working; what should I do?
We recommend that you first consult the user manual for your watch. If your watch is wound but still doesn't work, we recommend that you visit an exclusive Vacheron Constantin Boutique or consult the “Repair your Vacheron Constantin Watch” section.
-
Why should I have regular maintenance performed on my watch?
Your Vacheron Constantin watch is a rare and precious timepiece. It thus contains mechanical components that require regular cleaning and lubrication, which should be performed every 3 to 5 years for manual or automatic mechanical watches, and 6 to 7 years for quartz models. This is to prevent premature wear and ensure its long-term operation. It's thus important to provide it with the best care possible. Incidentally, our watchmakers apply less than a gram of lubricant to the entire movement.
-
How should I care for my watch?
We recommend maintenance every 2-3 years with a complete service every 4-5 years. For further detail, kindly contact our Concierge Service at 1 (877) 701-1755.
-
How do I replace the battery in my watch?
To have the battery of your timepiece replaced, we invite you to visit your closest Boutique, authorized retailer, or contact our Concierge Service at 1 (877) 701-1755.
-
Condensation has formed under the glass of my watch. Is this normal?
If you notice condensation under the glass, we invite you to take your watch to one of our exclusive Vacheron Constantin Boutiques or an authorized Vacheron Constantin Service Center as soon as possible. In fact, any humidity present can deteriorate the internal components of the watch.
-
Is it necessary to regularly check the water resistance of my watch?
We recommend regular checks (every 1-2 years), at an exclusive Vacheron Constantin Boutique or an authorized Retailer in order to prevent water or humidity from infiltrating and damaging your watch. A water-resistance test is offered free of charge at Vacheron Constantin Boutiques equipped with a watch service center. Please note that a watch’s water resistance cannot be guaranteed indefinitely:
-Water-resistance joints are subject to natural aging and are altered by variations in temperature and contact with certain commonly used products (cosmetics, solvents), which modify their original characteristics.
-Antique watches designed to be water resistant, by virtue of their age, natural wear from being worn, and various successive polishes, may have permanently lost certain properties essential to guaranteeing water resistance. It is thus important to wear them accordingly.
-In order to protect the internal components from potential infiltration, it is essential that the crown and push-pieces always be pressed up against the case, notably after setting the time or watch functions.
-For models designed with a crown and push-piece(s) that can be screwed, the specific water-resistant features only apply when they are firmly screwed down to the case.
-Striking timepieces, such as “minute repeater” models, by virtue of their design, are not water resistant.
-Water resistance is not guaranteed in the event that the crown or push-pieces are used underwater.
Aesthetics
-
Can I have my watch engraved?
An engraving is certainly possible on most models provided that the there is sufficient space available on the case back. This service is provided when purchasing a new watch at one of our exclusive Boutiques or one of our authorized retailers. You can also talk to one of our Customer Service representatives for more information.
-
Can I change the color of my dial?
A dial exchange can be done depending on your watch model. Your request will be duly analysed and approved by the Brand before we provide you a quote.
-
How can I have my watch strap exchanged or cleaned?
To have your strap or bracelet exchanged or cleaned, kindly visit your closest Boutique or authorized retailer. To purchase a new strap or bracelet, we invite you to contact our Concierge Service at 1 (877) 701-1755.
-
How long will my leather strap last?
Leather is a natural and delicate material. In order to preserve its beauty and longevity, we recommend that contact with water and other products such as solvents, oils and cosmetics be avoided. Perspiration and direct and prolonged exposure to intense light can also negatively affect the aesthetic uniformity and durability of the leather. We recommend replacing a leather strap every 2 to 3 years depending on how frequently it is worn. However, you should change it as soon as the first signs of wear appear. If you have any doubts, don't hesitate to request assistance at a Boutique.
-
Can I adjust the length of my metal bracelet?
We offer extension links for the vast majority of our models. To add or remove links, we invite you to visit one of our exclusive Boutiques or one of our authorized retailers.
-
One of the links on by watch bracelet is damaged. Can I get it replaced?
To change a link, we invite you to visit one of our exclusive Vacheron Constantin Boutiques or one of our authorized retailers.
-
How do I change or clean my watch strap or bracelet?
To change or clean your watch strap/bracelet, we invite you to visit one of our exclusive Boutiques, Service Centers, or authorized retailers.
-
Is it possible to replace the buckle/clasp on my watch?
It is certainly possible to replace your buckle/clasp. To do this, we invite you to visit one of our exclusive Boutiques, Service Centers, or authorized retailers.
-
Is it possible to have my watch polished?
To have the case or bracelet of your timepiece polished, we invite you to visit your closest Boutique, authorized retailer or contact our Concierge Service at 1 (877) 701-1755.
-
What do the 4 C's stand for?
The 4 C's stand for cut, clarity, carat, and color.
-
How do you select your diamonds?
All of our diamonds are carefully selected to meet the highest of standards, and all diamonds over .2ct are Gemological Institute of American (GIA) certified.
Service
-
Do you offer repairs service?
We offer repair and/or restoration services for our creations. A physical inspection of the piece will be completed by our watchmakers/jewellers, and a repair estimate will be issued for your approval prior to service.
-
How do you adjust a high complication watch?
For watches such as the perpetual calendar models, the functions can be adjusted at our Boutiques. This operation is essential if the watch has been stopped for some time and the calendar data is out of date.
-
Does my Vacheron Constantin watch come with a warranty?
Absolutely. Watches are covered by a warranty (2 years) starting from the purchase date.
-
Are the services and repairs performed on my Vacheron Constantin watch covered by warranty?
Absolutely. Repairs and full servicing of your Vacheron Constantin watch performed at our Service Centers or authorized Boutiques are covered by a 2-year warranty starting from the date the work was performed. This includes all the services performed and components replaced.
-
How can I contact Customer Service?
Our Concierge Service is available by email concierge.us@vacheron-constantin.com or by phone 1 (877) 701-1755.
-
Can I schedule an appointment in one of your boutiques?
Please contact the Boutique of your choice directly at http://www.vacheron-constantin.com/en/boutiques-authorized-retailers-customer-service.html or alternatively call our Concierge Service to arrange an appointment at 1 (877) 701-1755.
-
When should I have my Vacheron Constantin watch serviced?
This obviously depends on the way in which you use your watch on a daily basis. However, we would strongly recommend that your entrust your watch to an authorized Service Center every 3 to 4 years for complication models, every 4 to 5 years for mechanical models (automatic or manual), and every 6 to 7 years for quartz models.
-
Where can I have your products serviced/repaired?
To have your timepiece serviced or repaired, kindly visit your closest authorized retailer or Boutique, or contact our Concierge service at 1 (877) 701-1755
-
What happens when I entrust you with my watch for servicing?
To familiarize yourself with the service process, please consult the “Full Service” section.
-
How much do services cost?
To see the rates for all our services, please consult the “All Services” section.
-
How long does it normally take to get a quote?
If the servicing is to be performed locally, within 3 days. If the servicing has to be performed in Geneva– particularly for vintage watches or grand complications– the time will be determined by the Service Center.
-
How long does it take to have your products serviced?
As each service request is considered independently, you will be informed of the estimated repair time once your timepiece has been physically examined. For any question related to your repair, our Concierge Service will be pleased to help you at 1 (877) 701-1755.
-
Can I check the status of my After-Sales service?
To find out the status of your repair, please contact the Boutique or authorized retailer where you registered your watch.
-
What should I do if I have lost a diamond on my piece of jewellery?
Your creation has been crafted with the utmost care and precision; however, should a diamond come loose, kindly visit your nearest Boutique. Alternatively, we invite you to contact our Concierge Service at 1 (877) 701-1755
Our concierge is available to answer any questions or provide personalized advice