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AFTERSALES SERVICE

Provide professional maintenance knowledge for you

Provide professional maintenance knowledge for you

MAINTENANCE KNOWLEDGE
Provide professional maintenance knowledge for you
  • Routine maintenance
    1) Avoid consistent contact with cosmetics such as face powder, which may enter the watch through cracks and seams, polluting lubricants in the watch, and affecting other parts. Take special care not to put the watch in a wardrobe with camphor, as it may gasify and diffuse into the case, solidifying lubricants in the watch, and reducing rust prevention and lubrication properties, leaving watch parts exposed to rusting and excessive wear. Furthermore, it can affect the watch’s accuracy and reduce its service life.
    2) Watches must be checked regularly. They should be opened, cleaned and lubricated every 3 years. Watches that are not properly sealed should be serviced even more frequently.
    3) Clean and lubricate your watch before long-term storage, and wind it once or twice every month to ensure it works well.
    4) Watch storage: Do not put your watch into pockets or leather bags, to avoid tiny fabric strands or dust from entering your watch. Also avoid placing with volatile oil, perfume and other cosmetics that may corrode and oxidize watch parts. Store your watch in cool dry packaging when not in use for extended periods of time.
    5) Remove your watch before sleeping, as sheet fibers and cotton fibers may affect its operation. Also, temperature changes while sleeping may adversely affect the watch.
  • Error/tuning
    1. Maintaining quartz watches
    1) After adjusting date and day, make sure the watch crown is pushed back to Position “0” and the crown is screwed-down and completely locked, to prevent water or dust from entering the watch, which may lead to rust or oxidation in the watch hands and dials, and obstruct the movement.
    2) Keep away from magnetic objects: Watch parts are made of metal, and even though the watch has anti-magnetic properties, avoid placing it in close proximity to magnetic objects like radios, TVs and other electrical appliances that may create a magnetic field, as it may affect the watch’s performance.
    3) Please keep your watch away from solvents, mercury, cosmetic sprays, cleaners, adhesives, paints and camphor, to protect your watch case and band from discoloration, deterioration and damage. Avoid exposure to camphor as it can dissolve oils, including lubricants in watch parts, reducing lubrication and affecting watch’s performance.

    2. Maintainaing mechanical watches
    1) Wind your watch regularly and completely. Stop winding the crown when you feel resistance
    2) To set the time, release the crown from the locked position by pulling the crown out for adjustment. You can rotate the crown either clockwise or anticlockwise to adjust the time. However dates in calendar watches can only be adjusted with clockwise rotation. Please refer to corresponding instructions for specific watch adjustments
    3) Avoid sudden heat or cold temperature changes. Extreme temperature changes may cause timekeeping errors. The spring in mechanical watches can easily break due to rapid temperature changes; water-resistant properties and timekeeping accuracy may also be affected.
    4) Avoid strenuous vibrations. Excess force or torque generated from strenuous vibrations can impair or deform precision parts in the watch, affecting timekeeping quality.
    5) Placing your watch near devices that generate magnetic fields can affect timekeeping accuracy. Common objects that generate magnetic fields such as horns, speakers, computers, automatic mahjong tables and mobile phones can affect watch parts. If your watch runs 10 minutes faster than usual, it means that your watch has been magnetized. You will need to demagnetize your watch and recalibrate it to maintain accuracy. If your watch is keeping slower time, you should visit a professional store to open the rear cover and service it. If your watch is slowing down day-by-day, it should be cleaned and lubricated, as simple time adjustment may not work.
    6) Please clean and lubricate your watch before storing it for a longtime. Wind it once or twice a month to keep it in good running condition.
  • Material/Feature
    Avoid extreme temperature changes: As the watch case is made of different materials, extreme temperature change is likely to affect its fitting, water-resistance property and its timekeeping precision. The ideal temperature is 23°C ±2°C.
  • Battery
    1) Our analog quartz watches use high-energy disposable silver oxide batteries made in Switzerland or Japan (these batteries cannot be used after they are fully discharged). The average life of regular batteries is about 18 months (usage life stipulated by GB Standard is over 1 year). Tian Wang Lightweight Kinetic Men’s Watches use rechargeable batteries, which need not be replaced in general.
    2) Replace dead batteries at the earliest. Do not let dead batteries remain in the watch for a long time, as it can lead to swelling and leakage, damaging the watch’s movement.
  • Watchband
    The watch band’s length should be adjusted to fit your wrist comfortably. If it is too long, the watch may strike objects affecting the watch’s movement or spring pins, and the lugs may also deform or break.
  • Movement
    1) Keep watches away from magnetic objects. Although the watches’ hardware components have anti-magnetic characteristics, exposure to magnetic fields found in everyday items like speakers, TVs, radios and other electrical appliances can adversely affect a watch’s ability to maintain time.
    2) Watches affected by magnetism remain magnetically charged, which affects time accuracy. Everyday items like magnetic horns, speakers, computers, automatic mahjong tables and mobile phones create magnetic fields and may adversely affect watch parts. If your watch runs faster by 10 minutes or more in one day, then it has been magnetized. Demagnetize your watch and recalibrate the time to maintain accuracy.
    3) Avoid severe shock: Remove your watch before taking part in strenuous physical activities such as sports to avoid strong impacts. Although Tian Wang watches are shock-proof, avoid dropping them or knocking against hard objects as it may lead to permanent deformation of watch parts, and affect time accuracy.
    4) Non-professional personnel should not remove the back cover of the watch, to avoid dust and moisture from seeping into the watch, affecting its performance. Improper use can also affect waterproof properties of watch cases and back covers.
    5) Avoid dramatic temperature changes: As the watch case is made of different materials, dramatic temperature changes are likely to affect part fittings, waterproof properties and timing precision. The ideal temperature is 23°C ±2°C.
    6) Wind your watch regularly and completely. Stop winding when the crown cannot be rotated.
    7) Avoid sudden heat or cold temperature changes. Extreme temperature changes may cause timekeeping errors. Springs in mechanical watches may break easily due to rapid temperature changes. It also affects the watch’s waterproof properties and decreases timekeeping accuracy.
    8) Avoid strenuous vibration. Excess force or torque generated from strenuous vibration will impair or deform precision watch parts, affecting timekeeping quality.
  • Waterproof
    1) Non-professional personnel should not open the rear cover, as water and dust may seep into your watch, causing it to stop or lead to impaired functions. Improper use will reduce water resistance of watch cases and rear covers.
    2) Keep away from water and steam. Waterproof watches may age and rust over time due to exposure to changes in temperature. Avoid contact with water or steam to prevent discoloration and deformation. We advise you to take off your watch when washing hands or bathing.
    3) Watches need regular checks, cleaning and oiling. They should be opened for cleaning every 3 years. However, cases that are not very well sealed should be serviced regularly.
    4) Avoid sudden heat or cold temperature changes. Extreme temperature changes may affect the watch’s performance and timekeeping abilities. Mechanical watch parts are made of metal, and may expand or contract due to temperature changes, which may cause them to break or influence timekeeping accuracy. Additionally, it may affect the watch’s water resistance.
    5) Avoid soaking or making your watch wet. Remove your watch before washing and bathing, as changes in temperature or chemicals in detergents may affect proper functioning, accelerate aging and deterioration of waterproof components.
  • Exterior
    Please keep your watch away from solvents, mercury, cosmetic sprays, cleaners, adhesives, paint and camphor, to protect your watch case and band from discoloration, deterioration and damage. Avoid exposure to camphor as it can dissolve oils, including lubricants in watch parts, reducing lubrication and affecting watch’s performance.
SERVICE COMMITMENT
Provide service guarantee for you

1. Your watch is warranted for two years from the original date of purchase. During the warranty period the watch movement problems not caused by human factors and the battery replacement are covered under this warranty and your receipt and completed warranty card are needed.


2. Join the “Time Watch VIP” Club and get the coupon of extended warranty. With the coupon, you can enjoy the next 1-year extended warranty service of your watch. (Your watch is warranted for three years from the original date of purchase. During the warranty period the watch movement problems not caused by human factors and the battery replacement are covered under this warranty and your receipt and completed warranty card are needed.)


3. After your warranty expires, you can still enjoy the paid and professional after sales service provided by Tianwang Electronics (Shenzhen) Co., Ltd.


Cleaning for free: You can enjoy free cleaning service only once in three years from the original date of purchase and your receipt and completed warranty card are needed.

MAINTENANCE SERVICE
Standardized and Professional Service Provided
  • Bring It In (Repair Service Center)
  • Bring It In (Counters)
  • Send It In
To meet customers’ demand, Tianwang Electronics provide you with options of after sales service. Repair Service Centers are located in many cities all over China. Find one near you and get the repair.
  • 1
    Preparation
  • 2
    Bring your watch to the Repair Service Center
  • 3
    Problem Check
  • 4
    Repair
  • 5
    Repair completed
  • 6
    Re-check
  • 7
    Notice for pickup
  • 8
    Pick up your watch
Notes
  • Your receipt, warrant card and your watch are needed when you get repair service;
  • Repair Receipt given by Tian Wang counter is needed when you get ready for pickup;
  • You will be charged repair fee when your warranty expires or when the issue is not covered under warranty. Subscribe the official account of “Time Watch VIP”, join the club and see Service Pricing (Aftersales Service> Services > Service Pricing) for complete details;
  • Information of Repair Centers is regularly updated on the official account of “Time Watch VIP”. Feel free to contact us for any questions via service hotline on 400-0667-888.
To meet customers’ demand, Tianwang Electronics has authorized most counters to provide repair service. Find one near you and get the repair.
  • 1
    Preparation
  • 2
    Bring your watch to the Tian Wang Counter
  • 3
    Make an appointment
  • 4
    Problem Check
  • 5
    Repair
  • 6
    Repair completed
  • 7
    Re-check
  • 8
    Notice for pickup
  • 9
    Pick up your watch
Notes
  • Your receipt, warrant card and your watch are needed when you get repair service (Counters don’t provide repair service for watches purchased on e-commerce websites);
  • You will be responsible for the expedited shipping charges for sending your watch to the Repair Center when you get repair service;
  • Repair Receipt given by Tian Wang counter is needed when you get ready for pickup;
  • You will be charged repair fee when your warranty expires or when the issue is not covered under warranty. Subscribe the official account of “Time Watch VIP”, join the club and see Service Pricing (Aftersales Service> Services > Service Pricing) for complete details;
  • Information of Repair Centers is regularly updated on the official account of “Time Watch VIP”. Feel free to contact us for any questions via service hotline on 400-0667-888.
To meet customers’ demand, Tianwang Electronics provide you with options of after sales service. You can arrange to ship your watch to Tian Wang Repair Workshop at headquarters through send-it-in service.
  • 1
    Start a repair request
  • 2
    Send your watch to the Repair Workshop
  • 3
    Watch Received
  • 4
    Problem Check
  • 5
    Repair
  • 6
    Repair completed
  • 7
    Re-check
  • 8
    Watch Delivered
  • 9
    Watch received
Address

5F, No. 4, Li Jincheng Industrial Park, East Gongye Road, Longhua District, Shenzhen

Tel: 0755-81719888-616

Postcode: 5180109

Notes
  • Your receipt, warrant card and your watch are needed when you get repair service;
  • Attach in your package a note that tells your address, contact information and your watch issue before sending it. Or contact us on 400-0667-888 to start your repair.
  • About shipping charges, packages of cash on delivery will be refused. Contact us on 400-0667-888 for complete details;
  • You will be charged repair fee when your warranty expires or when the issue is not covered under warranty. Subscribe the official account of “Time Watch VIP”, join the club and see Service Pricing (Aftersales Service> Services > Service Pricing) for complete details.
COMMON PROBLEM
Provide you with FAQ
  • Why does the date change at noon in Tian Wang calendar watches?
    The date changes at noon in Tian Wang calendars because our watches are set 12 hours behind Beijing time;
    and the calendar changes the date at an interval of 24 hours.
    You need to roll the hour hand forward to make a complete turn in the clockwise direction.
  • Where can I ask for advice and get my Tian Wang watch repaired?
    If there is any fault in your watch, and you are not located within the service network
    regions, we recommend you contact our headquarters for
    processing product courier for repair service or for purchasing new accessories.
    Please specify your contact information and recipient address,
    and give a simple description of the problem to ensure we can promptly help you.
    If there is no China Merchants Bank in your area, you can use corresponding services
    at any outlet of the four major banks.

    Bank Name: China Merchants Bank, Meilong Sub-branch
    Account name: Tian Wang Electronics (Shenzhen) Co., Ltd.
    Account No: 755915887310201
    Affiliated Bank No: 308584001686

    Address: 5F, Building 4, Jincheng Science & Technology Industrial Park,
    Gongye East Road, Longhua Street, Longhua District, Shenzhen
    Send to: Maintenance Headquarters Tian Wang Electronics (Shenzhen) Co., Ltd.
    Postal code: 518109
  • Why do watches need regular maintenance?
    Luxury timepieces need regular maintenance due their structure and design.

    I. Watch Sealing: Most precious timepieces have water-resistant marks, such as 30M, 50M and 100M. Some may indicate that the watch is non-waterproof. Watches are designed to be either waterproof or non-waterproof, but this doesn’t mean that non-waterproof watches are not as good as waterproof watches.
    In the market there are plastic watches that cost a few dozen RMB and are waterproof, but it doesn’t mean they are luxury timepieces. Watches with waterproof marks indicate how well a watch has been sealed against the ingress of water.
    This does not, however mean that such watches are designed for repeated long-term use under water. For example, many customers who wear Piaget watches do not take watches off while bathing. They find that their watches are waterproof at first, but over time that changes and water starts seeping into the watch.
    Proper corrective measures must be taken to prevent interior components from rusting, and if such care is not taken, it will result in customer complaints about the quality ofthe watch,along with a request for product exchanges.
    To prevent such problems,we recommend that you do not wear watches in the sauna or shower, as it can lead to moisture or rust in the movement.
    All watches should only be worn under normal conditions. Watches’ waterproof characteristics mainly depend on several tiny rubber rings, which are bound to age and lose their elasticity over time,causing air and water to enter into the watch.
    Therefore, these watch seals should be periodically replaced to esnure waterproof level.

    II. Mechanical Movement: Most high-end luxury watches are mechanical watches that use gears. Such watches are marked with the number of jewels they have. The number of jewels indicates the number of gear shafts with jewel bearings. As these jewels may wear away, the more jewel bearings there are on a watch, the longer is its service life. However, watch gears cannot be made of hard materials like diamonds, and only steel materials are used to make gear shafts, which will be tinier if the watch is smaller and thinner. Small amounts of oil in the bearings, makes watches resistant to abrasion. Once the oil dries out, it is hard for the gear shaft to turn, causing the watch to stop. Although luxury timepieces use special oil, it will also eventually dry up. Over time, several modifications and improvements in the structure and design of these watches have led to enhanced features, which explain the current prices. Earlier, design structures were not so complicated and gear shafts were not so slim.

    III. Appearance Maintenance: Popular luxury watches usually use K gold, K platinum and luxury leather for their polished appearance. K gold may tarnish due to acidic elements in perspiration and air corrosion, so regular cleaning and polishing are necessary to maintain the watch. K Platinum comes with rhodium plating that wears off easily, leading to discoloration, which can be avoided with regular maintenance.
    Leather straps become soiled with perspiration, causing premature hardening or tearing of the leather, reducing the strap’s life. Avoid wearing leather band watches while working out and during rain. Steel bands should be polished and renewed regularly, to maintain their value. Therefore, famous high-end luxury watches
  • How do you operate mechanical watches?
    The crowns and case attachments of most of our mechanical watches have screw structures. If the crown cannot be pulled out with slight force, it is a screw-down crown, and adjustments should be made following instructions for screw-down crowns.

    Operating instructions:
    Position “M0”: Lock position of screw-down crown.
    Position “0”: Manual winding position (rotate crown clockwise).
    Position “1”: Rotate crown clockwise to adjust day, and anticlockwise to adjust date.
    Position “2”: Rotate crown to adjust hour and minute hands.

    Note:
    1. Single-calendar movement has no day functions.
    2. Adjust and change date in calendars in ladies watches, by pulling the crown from Position “1” to Position “2”.

    Setting Time:
    1. Rotate the crown in anticlockwise direction to release the lock, and then pull the crown to Position “2” after the crown pops out.
    2. Rotate the crown to adjust the hour and minute hands (as most mechanical watch movements have no second-stopping mechanism, the second hand cannot be stopped). To ensure accurate time setting, you should set the watch 5 minutes ahead, and then rotate the crown anticlockwise to set the time.
    3. After adjusting hour and minute hands, compare the adjusted time to the standard time. Push the crown back to Position “0”, and screw-down the crown in clockwise direction.
    4. Setting time in the clockwise direction can slow down the date and day, so you should first adjust the time, and then the date and day.
    5. Under normal conditions, adjust date and day from 9:00 p.m. to 3:00 a.m.

    First adjust the date and then adjust the day, and adjustments must be made within 3 hours. If you have any doubts, operate as follows: Pull crown to Position “2”, and rotate it clockwise. When the hour hand points between 12 to 3, the date and day will change according to the time being night, or 12:00 p.m.

    Setting Date and Day
    1. Pull the crown to Position “1” and rotate the crown clockwise to adjust the day. Rotate the crown anticlockwise to adjust the date. Push the crown back to Position “0”, and screw-down the crown in M0 direction.
    2. Do not set date or day between 9 p.m. to 5:00 am, as it will not indicate the correct date or day the next day. To adjust the date and day during this time period, set the time to after this time period, and adjust the date and day, then reset the time to the current time.
    3. The movement’s factory date setting is based on 31 days per month, so it is necessary to manually adjust the date in each solar month and in February.
  • Why are the watch’s exterior parts not under warranty?
    The main purpose of watches is timekeeping, and if a defect arises, the manufacturer, sales company and service provider provide warranties. At the time of purchase,the watch’s exterior parts such as watch case, cover, hands, crystal, band and crown should be thoroughly checked by both parties. Scratches on the crystal, cracks, scratches on back cover, bent crown, and other similar defects are usually caused due to improper handling, which is why they are not under warranty. However, uneven dial scale and case asymmetry are manufacturing defects and are not caused due to improper handling. Therefore, they are covered under warranty.
  • How can I buy online?
    Tian Wang has authorized Shenzhen Time Watch Trade Co., Ltd., Shenzhen Banxiaoshi Trade Co., Ltd., and Shenzhen Yisunjin Technology Co., Ltd., as our legal online sales agents. All watches sold online are provided with invoices and warranty cards (warrantycards are affixed with special seals for maintenance by the aforementioned companies).

    Detailed information is as follows:
    Tmall: Tian Wang Flagship Store, Tian Wang Banxiaoshi Store, Tian Wang
    Yicunjin StoreTD.Com: Tian Wang Official Independent Flagship Store
    Tianwang flagship store
    Amazon: Tian Wang Exclusive Store
    Suning.com: Tian Wang Official Flagship Store
    Dangdang.com: Time Watch Flagship Store
    yhd.com: Tian Wang Official Flagship Store
    gome.com.cn: Tian Wang Official Flagship Store
    Vipshop: Tian Wang
    JUMEI: Tian Wang
    Taobao: 1. Tian Wang Bazaar; 2. Time Watch (Shijibao) Store
    Mall.icbc.com.cn: Time Watch Official Flagship Store
    cardmall.pingan.com: Tian Wang Official Flagship Store
    Weidian.com: Tian Wang Official Headquarters
    buy.ccb.com: Tian Wang Official Flagship Store
    AliExpress: Tian Wang Flagship Store
    Meituan.com: Tian Wang Watch
    JSBWATCH.Com
    SFbest.com: Tian Wang Watch
    Baidu Mall: Tian Wang Official Flagship Store
    club.bankcomm.cn: Tian Wang Pavilion
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