I too, had a bad experience with a well known Swiss watch co. First the agent lost it, then the factory sent it back with a severe mark on the bezel. When it was returned for them to rectify they said the damage was too great and they would have to replace the bezel......at my cost!!!!!
It took 18 months to sort and in the meantime the agent was so embarrassed he offered to lend me a Rolex! The service from the agent was fist rate BTW
The service cost £400+ 80 for a new glass
Moral Take very good close up pics before sending it anywhere even to the most prestigious firms