The Panerai Source Forums

After I purchased my new PAM 320 I had a technical question regarding self-winding direction and recommended TPD (turns-per-day) when using an automatic watch winder.

Initially I had sent three e-mails to the web-address listed in the operation manual. Not being the impatient guy, I had let a few days pass between each e-mail. However, I never received a reply or at least an acknowledgment.

I then followed up by sending Panerai an official letter, by which I complaint about the lack of support from their technical department and also attached the three e-mails previously sent.

This was one month ago. No reply whatsoever. I must conclude that Panerai is apparently not interested or could not be bothered to live up to their offer of technical support. Well, business must be otherwise very good for Panerai that they can afford to p*** off their customers.

I wonder if anybody ever managed to get an answer from them regarding a technical inquiry.

i usually call the boutique or panerai directly. i bet you'll get an answer right away or they'll get back to you when they find out the answer. they've been pretty good when i contacted them. never deal with ADs.

They way I feel about it is that the watches from Panerai are not cheap and are on par with other branded luxury watches. For the amount of money one spends on these watches one should expect a certain kind of customer service, especially when this is being offered and emphasized in the operation manual.

Myself I am in the senior management of a company providing customer services and I would have a lot to answer for, if I would treat/ignore my customers the way Panerai does.

Interestingly I have posted my comments also in another forum. From the very rude replies I received from other forum members I have concluded that one should not dare to defile the holy grail of Panerai, i.e. constructive criticism is apparently not welcomed by certain individuals.

Anyway, I have drawn a line now and will still continue to admire and cherish my Panerai watches. If anybody indeed has made a better experience with Panerai customer support it would be pleasant to hear about for a change.

I have found that the best way to deal with them is to talk with the dealers as opposed to Panerai directly.. Maybe the emails just get lost in the mix... I find it hard to believe that they would intentionally ignore you. Maybe you can call them and raise a fuss, get a free strap or something??

Thanks, they may have missed one e-mail but not three and the letter on top of it.

I am not going to waste anymore time and energy on this subject. However, others should be aware that their inquiries may never get answered and that the customer support only exists on paper.

Yeah, that's not good. I missed that you send a physical snail mail letter as well. How long has it been?

I waited over a month before I posted in this forum.

Would you ever buy another Panerai?