Our Repair Process

When sending your clock to Liberty Clock Repair, please remember to pack it securely in bubble wrap or a similarly protective material to prevent damage in transit. Do not include any packing materials that you would like to be returned upon completion of the repair (e.g. a display box or travel pouch). All packing material will be discarded. 

Intake

Upon your package’s delivery to our Asahikawa, Hokkaido, Japan, facility, it is signed for and logged by a member of our staff. The parcel will then be opened, and the contents carefully inspected and photographed.  You will receive an email with these photos.

Diagnostic

The job will then move into the diagnostic process. There is a $95.00 diagnostic fee for all clocks whether covered under warranty or not. A trained repair consultant will evaluate the clock’s repair needs, and then generate an estimate that reflects the necessary parts and labor. If your clocks repairs are covered under its warranty you will not be charged for said repairs. The diagnostic fee must be paid before we can examine it on our bench.

Comprehensive service 
Comprehensive service consists of a complete cleaning and servicing of the clock’s mechanism to original factory specifications, including the replacement of all necessary parts. Comprehensive service includes a 12-month warranty. If, during the estimation phase, we discover that the requested issue requires only an extremely limited intervention to resolve, we reserve the right to make repairs as necessary up to $75.00 without generating an estimate in order to expedite the service.     

When an Estimate is generated, it will be emailed to you for review. If you decide to approve the estimate, we will require either payment in full or a method of payment on file that can be charged upon completion in order to move the clock forward into the servicing phase. If you decide to decline the estimate, the clock will be returned to you after you are billed for return shipping, the cost of which is dependent on the declared value of the item stated on the initial repair request form. If you do not respond to an estimate within 365 days, or one year, from it being generated, Liberty Clock Repair reserves the right to mark the clock “Abandoned” and consider it donated. Clocks marked ‘Abandoned’ may not be retrievable.  

Service

Upon approval, the clock will have all necessary parts sourced and ordered, and when those parts have arrived, the clock will then be moved into a queue for repair. Upon arriving at the front of the queue, it will be assigned a bench repair date for service. The time the clock spends in the servicing phase varies, and depends on a number of factors, including availability of parts, complexity and difficulty of labor. Updates are not typically provided until both servicing and testing, see below, have been completed. 

Testing

While we attempt to complete repairs in as timely a manner as possible, we will not guarantee a return date before the clock has been thoroughly tested and inspected by our quality assurance technicians. Upon their certification that the estimated repair has been satisfactorily completed to a factory standard, the completed repair will be billed in full and shipped, with tracking information being provided via an emailed Paid Invoice.