Taking in Repairs

Be Accurate and Complete

When any repair or custom work is submitted, it must have an accurate description of the item and complete written instructions so there is no question as to what needs to be done. The written instructions should be from the viewpoint that the person reading these instructions is seeing it for the first time.

It is not a good idea to rush through the repair write up just so the customer does not have to wait. It is necessary to get the repair slip written up correctly and clearly. It’s okay if the customer has to wait for a bit. It’s more important for us to get the complete and correct information on the item to be repaired. If they don’t have time to wait, they will have to actually bring the item back another time.

It is not acceptable to write an instruction like “make ring” just because you believe you have everything that needs to be done in your head. You could easily forget what the ring needs to look like the very next day and also create extra, unneeded work for someone else. It is vital that all repair slips are written up correctly the first time while the customer is still in the store so they can sign off on the repair work, and to ensure that the work is done accurately.

Insurance Value

An insurance value needs to be noted on ALL repair jobs before the customer signs off. If the item was just purchased from us, the value is the purchase price. If the item was not purchased from us, or was purchased more than a year ago, the current value will have to be determined. If the item is a gift or engagement ring purchase and the customer does not want a value stated, you must enter, “DOP and value on file” as the value.

The insurance value should be a reasonable retail replacement value for the item. If they drop off a 0.50 ct diamond and they tell you it’s worth $15,000 then that is not reasonable and should be immediately questioned. If we lose or damage the customer’s repair item, then we have to pay the customer this stated value so make sure the number is fair.

Initially ask the customer for an insurance value. If the customer states a value, ask the customer what the value is based on (do they have an appraisal or purchase receipt). If it’s just a guess or they don’t have documentation, you must ensure that the value given is accurate and reasonable. If you are a sales assistant, you MUST have the item evaluated for value by another employee who has been working here for more than one year and works in sales or inventory:

1. a salesperson
2. the COO
3. the Inventory Manager
4. the Buying Manager
5. the Repair Manager

If you are a repair assistant and have been working here for less than a year, you also must have one of the above verify the value of the item.

Avoiding Problems

If the repair slip contains all the information including a detailed description of the piece we cannot be held liable for anything. If the slip is lacking in information, problems can arise. It is very easy for a customer to pick up their item and say “Hey that scratch wasn’t there before!!!” If nothing was noted on the job slip, how would we defend this?

If everything is done correctly the first time, there should be no problems. The customer will have a copy of everything and they will have signed our copy to ensure that they fully understand the agreement that comes with leaving their items with us for repair. Do it right the first time and the added time it takes is in minutes rather than the days or weeks it will take to gather all the missing information later. More importantly, the customer gets the repair service they wanted and will continue doing business with us.

JEWELRY

When a customer’s jewelry is taken in for repair or custom work is being done, entering a detailed description of the item along with instructions is very important and it should be very thorough and accurate. Note any chips, dents, scratches, carat weights, gram weights, measurements, damage etc. Be overly thorough so there is no question of the condition of their item at the time they left in our care. Here are some key points that need to be covered but depending on the piece there could be additional info needed.

• What size does it need to be? (Existing size must be noted.)
• For pricing is it a size up or a size down? (Size 5 up to a size 5 ½.)
• What will it be made of? (14k or 18k yellow or white gold, platinum, two-tone, etc.)
• How should it look? (Pictures, drawings, sketches, copy of the ring.)
• What type of stones will be used? (Diamonds, rubies, sapphires, etc.)
• What cut? (Round, oval, princess, cushion, etc.)
• What quality stones?
  • Do NOT take the customer’s word for the quality of the stones unless they bought it here, or it has a certificate from GIA or an appraisal from San Diego Gem Lab.
  • Have a salesperson, a jewelry buyer, the Inventory or Repair Manager, or the COO verify the quality of any stones over 0.50 carat.
• If colored stones, what particular color? (Dark blue, light, etc.)
• What size stones?
• Does the customer have the stones, does the salesperson, or do we need to order the stones?
• How is each stone to be set? (Bezel, 4-prong, 6-prong, pave, etc.)
• Should the shank be thick, thin, straight, or tapered?

WATCHES

NOTE: we do not service, change batteries, or size bracelets on non-authentic watches. Any watch that is suspected to be fake is not to leave the showroom or be out of the eye of the customer. If it is here for the authentication service, bring someone from repair out to inspect it before checking it in, to discuss with the customer that chances are it’s not authentic.

It is extremely important to have as much information as possible in the job item description. The following info should be included on every job for watch repair:

• Watch brand and model name (usually on the dial or case back)
• Model number/serial number (also on the case back)
• If watch has a strap or a bracelet (what type, leather, stainless, two-tone, etc.)
• Metal the watch is made of (stainless, 14k gold, 18k gold, etc.)
• Color or style of the dial (important on Rolexes)
• Type of watch movement (quartz, automatic or manual wind)
• The CONDITION of the watch is very important! Note any damages, dents, scratches, wear on the strap or bracelet, if the watch is running, etc. For example: CONDITION- crystal scratched and cracked, crown is off, crown is worn and does not screw down, marker is off, hands are loose inside case, chronograph not working, watch not running, watch was dropped or damaged in whatever way the customer says, pin missing in bracelet.
• If there is water in the watch, put in caps: WATER INSIDE WATCH, DRY OUT IMMEDIATELY. There is a CHARGE for this! Please tell the customer they must pay for this service.

In the Work Description box, you should include what needs to be done and estimates on repairs. We do not proceed with work unless the customer gives the go ahead. If they bring in a Rolex, for example, and the cleaning and service charge they are quoted is $325, then once the watch is looked over and it is discovered that parts are needed, the estimate might be up to $500 or more.

If a watch is checked in for repair, and you know the watch was purchased or has been in for a service within the past two years (warranty period), please also include it in this area as “CHECK HISTORY.”

One last and very important point is that the phone number listed on the job ticket must be checked with the customer EVERY TIME. At least half of the time when jobs are checked in, the phone number is incorrect or out of service. Get in the habit of checking the number with the customer or asking where they would like to be reached at the time the job is taken in. Try to get an email address in addition to a phone number so we can email as well as call when the repair is ready.

The Repair Manager has a HAT for taking in repairs and several useful documents in a training folder that contain details about how to take in repairs, what parts of jewelry are called, etc. Some of these are provided to each new sales assistant or repair employee upon hire, and are available for anyone to peruse.

• Anatomy of a ring.docx
• Basics of Jewelry by Stuller.pdf
• How to check in a repair17.doc
• Repair check-in package 2014.doc

She has also provided a “cheat sheet” on the POS desktop that contains quick pricing estimates for restringing and engraving.

Retraining

As of April 2021, the Repair Manager and COO will order retraining of anyone who submits a repair slip that is inaccurate or incomplete. See “Repair, Retraining for Errors” Policy Letter for details.

The Repair department cannot do the good job that the customer deserves without all the correct instructions. You can always call someone from Repair to POS when you are checking in a repair so they can get all the data but make sure you tell them anything you know about the repair from your discussion with the customer so far.