Feedbacks

Reply from John Wang to the recent negative review posted by David Wang Xiang (羊习习）：

David Wang Xiang (羊习习) contacted us via WeChat on 20 Feb 2025, regarding his Tag Heuer watch battery replacement, which was done by us six (6) months ago, as his watch had suddenly stopped running.

He accused us of "not using a new battery" in his watch & claimed its stopping was "unacceptable". I explained the possible reasons for the issue, but he refused to accept my explanation. During the telephone communication, I told him that if his watch stopped or didn't last after replacing a new battery, the watch likely required servicing. Since his last service was done by LVMH in 2021 (more than 3 years), the watch oil might have dried up. I suggested him to go back to LVMH for periodic maintenance. I further explained to him that if the battery still had power, it indicated that the watch needed an overhaul (oil dried, circuit faulty....) However, if the battery was dead or leaking, it was likely due to dried oil, causing the train wheels that required more energy to drive, which initially drained the battery flat.

I also emphasized that JW had been in the market for almost 30 years and had no reason to use old batteries. This is a matter of reputation and integrity. Additionally, I advised him not to use the word "unacceptable" as it was an unpleasant term, especially considering he had been our customer since 2020 (mainly battery changing).

David was still unwilling to accept my explanation and had complained that my attitude was not favorable to him.

He later posted a negative review on Google site. 

David should not use his personal judgment as in financial industry to impact the survival of others. Respect is a two-way street. The initial statement is crucial, if he wants people to respect, make sure to ask or question things properly, rather than immediately blaming us with untrue statements, such as accusing us of using an old battery and unacceptable to its stoppage...etc.

In fact, the issue could have been resolved more smoothly if he had simply said, "My watch has stopped running, the battery was replaced 6 months ago. Can you help to check?"

Just collected my Franck Muller (Servicing) n Rado (Replaced Sapphire Crystal).

I have no words to describe but excellent, friendly n professional services rendered to me.

Have been following them for decades for their knowledge and professionalism in their repair n servicing of watches.

Just recently, I bought my Rado just to ask if they can assist to change the Sapphire Crystal as the AD quoted me a bomb just to change it.

They assisted me to find one with just a fraction of the price quoted my the AD.

Was simply thrill with their assistance with my Rado Sapphire Crystal replacement.

Thank you for just everything and will continue to support you.

God bless

I'm totally blown away by the impeccable service rendered by the counter team.
Besides professional advice related to my watched, Angeline happily shared about the yummy food available in the hawker centre after learning that I'm not familiar with the neighbourhood.
I took her advice and checked out the snack shop she recommended.

Will certainly recommend this place to my friends.

Helen

The only place I trust so far with my watches.... and I agree that John and his staff are very polite and courteous even when they are so busy! I was so grateful that John even managed to find this watch strap replacement for me via his sources (watch strap leather goes around the back of the case as well) when I almost gave up hope on it, and my watch is not a 55K Patek :p
Only wish more people knows about this gem of a place :)

I brought my watches to JW on a few occasion and I have just praises for their staff and service rendered. They are patient when serving me and are very professional, letting me know the cost of repair cum service and took time in serving me. I will be visiting them soon on another repair. Keep up the good job. God bless

Just wanna share my bad experience at the JW Gallery today.

As everyone knows, JW has/had a questionable rep for adding on a 7% GST on top of sticker prices. This is an unusual practice in Singapore, and many of my collector friends have brought this up in conversation.

Decided to visit JW today, since this is the only day their shop is open. Shop was pretty quiet, staff standing around, leaning on displays. Saw a Patek I liked, sticker read WZ GST: $55,800 (probably not the exact number, recalling from memory). Approached a member of their staff to clarify if this number was inclusive of tax or not, since WZ GST is not a term I (nor anyone I’ve asked) am familiar with.

Staff refused to answer my ridiculously simple question (that they probably get asked on a regular basis), insisted that I speak to this lady that I can only assume is the lady boss of said establishment. I reassured this member of staff that my question is beyond a doubt well within her (possibly severely limited) level of comprehension, but she refused to listen to me and kept pointing at the aforementioned “lady”.

Lady came over from the other end of the room and asked me it was was the matter I needed to consult her on. I politely asked her if the prices listed were inclusive of tax, and she replied in an extremely rude manner, and I quote “Yes the prices are inclusive of tax, as clearly stated.”

As I recount this incident, a few points leave me puzzled.

1. Why was the member of staff so reluctant to listen to, and answer my very basic question?

2. Why was the “lady” so rude to a customer trying to enquire, and possibly make a purchase?

3. What in the world is WZ GST?!?! How is it “clearly” stated?

My JW experience was the worst. Maybe they’ll treat you better. Visit at your own peril.



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Replied by John Wang:

Dear Tom,

Sorry for not replying sooner as we are busy with our shop relocation. I apologise for your experience while visiting our shop. Upon reading your feedback, I reviewed my shop's CCTV video footage and regret some kinds of misunderstanding took place.

The person you approached was my 75 years old mother-in-law who does not understand English. She comes to the shop on that two particular opening days just to occupy her spare time. During your visit, my wife and sister-in-law (SIL) were busy serving customers at the sales counter. You can refer to our CCTV video footage that only my mother-in-law was leaning against the display showcase. We all know old people are unable to stand too long. When you approached her, she replied in a very soft tone "请等一下" and pointed towards the sales counter. She was not trying to be rude as she does not speak or understand English and couldn't answer your query, but she was trying her best through pointing her hand at my SIL to indicate that you would be served later. In fact, you kept asking my mother-in-law several times so she was left with no choice to interrupt my SIL asking her to attend to you while my SIL was still serving her other customer. I don't see any "Rude Manner" from both of my in-laws. The video clips of your 1 min & 45 seconds in our shop will refute your claims of our rude service.

Regarding your other feedback on our pricing display:



Due to the limited space on our price tag, we used the abbreviation 'wz' as a short form of the word - 'With'. We had actually sent this small tag to the IRAS GST department a few years ago, and they did not raise any concerns with our price tag, so I assumed there was no issue.

Our website www.jwwatch.com clearly shows the full word 'With GST' on individual watch listing. I have no intention of misleading my customers. However, being chinese educated, I might have used the wrong English abbreviation. I take your constructive feedback and see any necessary changes to be made to our price tag layout, making the price and GST more clearer.

We hope for your kind understanding and that you will accept our apology for not attending to you immediately due to lack of manpower.

Regards,

John Wang

**I am happy to share with you the CCTV video footage thru WhatsApp 97352126 including friends Ee Chiat, Alex Quek, Edward Lim Ki-Hoon, ROC members since you also posted similar article on 24 Jan 2019 on Rolex Owners Club Asia forum.........and customers of JW

I am the latest to see this and just found out JW shifted. Ha. Tom Chng sounds like he's simply out to be a troll. Not worth even reviewing JW's CCTV records I would say.

I first entered JW's shop at IP many years ago, I think around 2012. This was only less than a year after I graduated and was just getting introduced to the (arguably good or bad) world of watch collecting. I actually (stupidly) went into his shop asking whether they could polish a very cheap Seiko 7T92 chronograph that I had - sentimental first gift from my gf (and now wife) many years before. It would have been obvious to JW and his wife then that I was a total noob and obviously not exactly with deep pockets but I always remember how she politely explained that their expertise was with polishing the Swiss watches. Not a hint of snobbery or disdain, unlike Mr Tom Chng here.

I subsequently bought an Omega SMP Quartz from JW in October 2013. Perfect experience again and perfect watch. Went back a couple of times to change batteries for other Swiss watches and never had an issue. Now 7 years have passed and I'm going to get a GS Snowflake soon and if only JW could service Spring Drives, i would send it to him and save the watch the trip up to Japan in future.

Don't be a jerk and be nice to people who are in the service business, Tom. Well, luckily this didn't go to social media or Tom would probably have gotten flamed real bad.

I am late to this Tom Chng's post, but hey Tom, your post shows what kind of person you are, easy spot.

You had to drop titles and advertise yourself like it meant something. Only you think it matters, but Nobody cares.

You had a bad experience, but you do not have to use derogatory and condescending tone. you show absolutely no class nor magnanimity.

You can give your feedback, but do not need to be sarcastic, not smart not bright.

Think before you talk next time so you won't show your lousy character, but maybe best you should just shut up so nobody knows you are a loser.

Last but not least, I don't buy a lot of stuff from JW, but they are my go to place for all my watch repairs and maintenance, I tell everyone to go there too. They are busy yet polite and reasonably priced. Absolute jem of a place and good people.

I am not sure what this guy is really thinking about, but his questions seem petty to say the least.

I can only say that I have been visiting JW since they started. I can also say that John, his wife and his staff have always been polite, helpful and full of useful information, even during the busy days.

I can't think of a better watch shop with such approachable staff in Singapore.

I gave known John and his wife since his very early days. Service has always been fantastic. Coming all the way from the UK, to send my watches for repair and occasional purchases.