Expert: William J Perkins - 5/14/2009

Question
QUESTION: Dear Mr Perkins,

Getting on for 3 years ago I purchased a new "Calendar Clock" made by Franz Hermle & Sohn in Germany.   The clock cost more than $1000 so I expected a quality product.

The clock ran ok for several months, losing a few minutes each week, which was not much of a problem.   Then it started losing much more time, up to half an hour in a week, so I tried to regulate it as per the manufacturers instructions (screw to adjust).   I found the clock impossible to regulate.   It would lose or gain half an hour in day.   I therefore took it back to the shop where I bought it.

The clock has been back twice now to the shop where it was bought.   Each time it has come back to me it does keep reasonable time for a few months but then - quite spontaneously - the timekeeping becomes bizarre.   I haven't even tried to regulate it this time, as the attempts have been fruitless in the past.   To give you an example of what I mean, when I last wound the clock it gained noe less than 25 minutes in the first hour after winding.   Over the next few days it kept time & then towards the end of the week it began to lose time, up to ten minutes in a day.

Though I am not a horologist it seems to me that the problem is that the clock runs too quickly when the spring is tightly wound & too slowly when the spring is running down.

I have been back, for a 3rd time, to the shop where the clock was bought but the shopkeeper is entirely unsympathetic.   He assures me there is nothing wrong with clock.   Obviously he thinks that I am making mischief (which I am not) or am just stupid (which I don't believe I am).   The shopkeeper tells me the problem I describe is "not explicable by anyone - its impossible".

Do the symptoms suggest a particular diagnosis to you?   I should be most grateful to learn your opinion.   At present I have an expensive clock which, as a device for telling the right time, is absolutely useless.

Kind regards,

Richard Warren  


ANSWER: The symptoms you discus bring to mind various possible causes.  1. There is a manufactures defect.  2.  One or more bushings/pinions are defective.  Were you my customer I would first make every effort to resolve the problem to your satisfaction.  That failing I would contact the maker, Hermle, and ask they provide a replacement movement.  If they would deny my request I would take it upon myself to do the task at my own expense and deal with them later.  I would not inconvenience you further.  Customer satisfaction is our motivating force.  If on the other hand,  you, for any reason, appear to be at fault, I would deal with you with equal tenacity.  In this instance it does not appear that the seller has fulfilled his obligations.  If I understand correctly, you returned the clock before its warranty expired, citing its unique problems.  If so the clock is still under warranty simply because the clock was returned while under original warrant and never returned to you in a proper operating state.  I do hope this matter is resolved to everyone's satisfaction.  Regards WJP

---------- FOLLOW-UP ----------

QUESTION: Many thanks.

Unfortunately the seller is not minded to do any of this.   I think he obtained the clock from a wholesaler/importer so he cannot deal with the factory directly.

I am a bit reluctant to approach the factory in Germany myself.   I cannot speak or write German!   Moreover, I think the seller might conclude that such action confirmed his view that he has no responsibilty himself.

I did suggest that an independent horological report was obtained.   If the horologist concluded that the clock was fine then I would pay the bill & that would be an end of the matter.   If the horologist found the clock was faulty then the seller would pay & have the identified fault fixed.   But the seller will not agree to this (which makes me think he cannot really be as certain as he suggests that there is nothing wrong with the clock).

Kind regards,

Richard Warren

Answer
Sounds like you are caught between a rock an a hard place.  Actually it make no difference where the clock movement was acquired, so long as warranty data can be established.  Hermle stands behind it products.  They do have a presence in the USA and may be reached at; <www.blackforestimports.com>  If you decide to go it alone. let me know and I will try to direct you towards the most efficient and cost effective solution.  The most basic thing I would need from you is ALL the information that is stamped upon your movements backplate.  That would provide me with significant data.  Wishing you the best WJP