Butterfield Jewelers

09/05/ In response to Mr [redacted] 's complaint: Watch was purchased July from ANOTHER JEWELER (new) Watch has a year warranty Mr [redacted] brought the watch back to the store they purchased it from very soon after purchasing complaining that the crystal was looseIt was pointed out that the watch has a bezel that turns and should turn but the crystal was fineThe customer was argumentative, insisting that the crystal was looseHe apparently tried to force the crystal to turn with his fingers in an effort to show that it was loose and was advised not to do thatHe came back complaining about this 2-timesHe was offered a refund on the watch but refusedIt was then suggested that the watch should go back to the factory for warranty service but the advice was refusedFinally the customer was given $100, a warranty card and was told to send it in himself if he wanted the watch "fixed" whereupon he apparently then came to our store on suggestion by the other store as we sell [redacted] and that our watchmaker was a cousin to one of the owners of that store The watch was taken in by us 07/24/to replace the crystal, a new battery installed, new gasket etcThe charge for this was $plus taxIt was suggested at the time of take in that the watch should go back to [redacted] for factory warranty service but, again, the customer refused to have that doneWe went ahead and repaired the watch and delivered it 08/13/The customer’s came back 08/(I believe) and started ranting to one of our employees about the shoddy work done, how he was going to take us to small claims court etcOur employee brought the watch to me (she told the customer she did not appreciate the verbal harassment she was receiving)I tried to show one of watchmakers the watch but the customer demanded in no uncertain terms that our watchmaker was not to touch the watch, open it or work on it! All previous events were unknown to me and I tried to talk to the gentleman but could not get anywhereHe would not stop rantingIt took more than once, repeating a question, before I could get an answerI asked him if the watch was purchased here: it was notI finally found out where it was purchased from and asked him why he did not go back to the store to have the watch repaired thereAfter much more ranting I basically got from him that he didn't like the work doneAt this point the ranting started again and now the demand was for a new watch! Since we did not sell the original watch I was not going to just give him a new watchThe watch had condensation under the dial but the instruction manual clearly states this can happenI do not know what he did with his watch after picking it up; was it dropped, was it immersed in liquid etcI wasn't given the opportunity to try to find out about the watch, whether or not our work was the cause of the complaintThe watch however, showed signs of wear when it was brought in: scratched crystal, and the marker at o'clock missing (which we repaired at no charge)In short; for a watch less than a year old it showed more than average wearThese watches have a case tube gasket around the stem to prevent water leakage and that is something that we do not work on in the storeThat is something that the factory would work onI don't know if that was the causeI wasn't allowed to have my watchmakers re-inspect the watch and, if it was due to our service, have the watch repair redone under our warranty (months)All that was going on was a demand for a new watch, how he would take us to small claims court if that wasn't done, how "this is how we do it in New York” etcAt this point I basically told the gentleman to leave the store as we were done hereI never said "Take me to court"That was in response to his threat that he would have the sheriff serve papers and that he would "see me in court"We warranty our service, have done so for over years and do our very best to accommodate our customer's To summarize: virtually everyone in the store can verify the verbal harassment issued by the customer, the watch was not purchased here, we do not guarantee water proof-ness of a watch: only that can be done with factory service, and the watch showed signs of wear beyond what one would expect for a watch of that ageWe will gladly take a look at the watch to verify what is causing the condensation and, if it is our work, it at no chargeIf the watch has other issues it would need to go into [redacted] for service (which should have been done in the first place)The demand for a new watch is totally without merit

Complaint: [redacted] I am rejecting this response because: I [redacted] refuse Butterfield statement- & thier service they had the chance to do a quality job the first time and they did notI will be glad to send it out to another place of watch repair and have them "Butterfield Jewelry" pay all repair's nesserary, and for all repair's too! Replacement of watch that's allButterfield's could not do the job Right the first (no 2nd time) Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Date Sent: 9/16/12:00:AM Watch must be replaced Gone weeks trying to-resolve bad workmanship, watch is now rusted in the dial movement This watch must be-replaced at this pointGoing though all the right way’s of trying to solve this matter- with Butterfield Jewler’s - Theirs no other way to make good on this watch but replace it [redacted] [redacted] Butterfield examined the watch and replaced it, at this point customer is satisfied, sorry it had to go this farThank you MrButterfield Verbal Update