August 14, 2015In October the assest of the *** *** were sold*** Holdings (*** *** contact) sold the Assets to GLurie Enterprises IncNew business ownership information has been provided on the attached formsThe original notice was sent to the old company and
resulted in a delay to this response.Response to Revdex.com Complaint *** *** offers Battery Warranties of years and Lifetime on a per watch basisMany people have multiple watches and are often confused by which watches they place under warranty and how long ago they changed the batteryWe record the warranty information in waysFirst the customer is given a warranty card with the model of the watch indicated on the cardSecond we write the expiration date of the warranty and our store number (F*) on the inside case back of the watchThat way if the customer loses the warranty card the information is stored with the watchThirdly we enter the warranty information in our computer systemThe information is searchable by the customer's name or phone numberThis customer returned with a warranty card for a different watchThe warranty information was not written on the inside watch case back and was not in our computer systemThe customer could not be found in our computer system by last name or phone numberWe did not agree to give her a warranty plan that she did not have proof she paid forAlso we cannot refund the money for a battery warranty they have no proof they paid forWe value excellent customer service so, as the customer stated in their complaint, to try to keep them happy we changed the battery at no chargeInconsistency in the complaint: In the complaint the customer states the warranty was purchased in August in the textThe complaint background indicates the purchase date was 7/17/If the customer can produce a receipt so we can look up the specific transaction in our system and If it shows she paid for a warranty on that watch we will definitely honor itSincerely,Gwen L
On June 28th the customer brought in an ESQ
watch with a smashed crystal. The
customer
explained that he had run over the watch with his motorcycle. On the ticket, the sales associate wrote “Wow crystal cracked, new hand, call to
find out about a new band“The crystal
was so badly smashed that the full extent of the damage could not have been
known. With the hand off, it could not
be determined at that time if the watch would still work. A price of $was quoted for a new crystal
and hand replacement and a 20% military discount was applied bringing the
amount due after tax to $
All pieces of broken glass were removed the hands replaced
and it was determined the watch was still working, therefore a replacement
crystal was ordered. Since the original
crystal could not be measured the size was estimatedThe initial crystal
ordered did not fit and another crystal had to be ordered. The customer was updated by phone and it was
noted on the store copy of the job ticket that the customer was informed the
11:dial marker was missing. Movado
was called and indicated the watch was too old, they did not have a replacement
band or dial marker for this watch.
On July 14th the customer was called and told his
watch was ready for pick up
On July 31st we attempted to call again but the
voicemail box was full. Customer called
back and said he was out of town and would be in next week
On August we called again and the customer indicated he
forgot about the watch and would be in on Saturday to pick it up
On August the customer came in and rather than paying for
the work completed, he put a $deposit down.
There was no agreement in advance that the work could be paid out in
installments
On Sept 9th a reminder call was made to the
customer
On Nov a reminder call was made to the customer who
indicated he would put more money down on the work done. No additional deposit was ever made
On Dec and 26th Reminder texts were sent to the
customerThe watch was moved to long term storage
The customer did finally come in and asked if we could find
a way to replace the missing marker. It
was then taken to additional watch makers without success. In January, the customer agreed to pay $
shipping to have the watch sent to *** to see if anything could be done to
replace the missing marker.
On March *** returned the watch unrepaired. The $shipping was not added to the customer’s bill.
The customer was called and told there is nothing more that can be done
for his watch. He agreed to come in and
pick it up
The customer admits we have gone to extraordinary lengths to
restore his watch. When he came in to the store on March 24th
(months after the initial work was completed) he demanded that we not
charge him for the work done. Since we
strive for exceptional customer service and although this was an unreasonable
request, the Sales associate offered him yet another $off. This was not satisfactory and he asked for
the owner to call him. The owner called
and the customer would not specify what he wanted only that $was not enough. The owner explained that nothing more could
be done. The customer is now demanding
through the Revdex.com that the watch should be returned to him at
no cost.
The store is willing to return the watch for the $less
the $offered by the sales associate if it is paid in full by April 15th
otherwise the full balance of $is due. Alternatively, we will return the watch at no
additional charge in the condition it was brought in, (no crystal and missing a
hand.)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11291446
I am rejecting this response because:as I stated in the original complaint when the watch was brought in to be repaired the store attendant nor I seen anything wrong with the piece (11:00) hour piece there fore nothing was noted on original receipt, and then all of a sudden when I went to retrieve my watch there was a note ADDED on to their copy. I was never notified of any other issues until I went to get my watch. I never asked for the watch back for nothing what I stated was the $10.00 off was a slap in the face because my watch seemed to have another fault not due to my original issues. What I will except is the store taking responsibility for the new defacing of my watch which was not noted on the original receipt and meet me at a minimum of half of the balance due on my watch.
Regards,
[redacted]
August 14, 2015In October the assest of the *** *** were sold*** Holdings (*** *** contact) sold the Assets to GLurie Enterprises IncNew business ownership information has been provided on the attached formsThe original notice was sent to the old company and
*) on the inside case back of the watchThat way if the customer loses the warranty card the information is stored with the watchThirdly we enter the warranty information in our computer systemThe information is searchable by the customer's name or phone numberThis customer returned with a warranty card for a different watchThe warranty information was not written on the inside watch case back and was not in our computer systemThe customer could not be found in our computer system by last name or phone numberWe did not agree to give her a warranty plan that she did not have proof she paid forAlso we cannot refund the money for a battery warranty they have no proof they paid forWe value excellent customer service so, as the customer stated in their complaint, to try to keep them happy we changed the battery at no chargeInconsistency in the complaint: In the complaint the customer states the warranty was purchased in August in the textThe complaint background indicates the purchase date was 7/17/If the customer can produce a receipt so we can look up the specific transaction in our system and If it shows she paid for a warranty on that watch we will definitely honor itSincerely,Gwen L
resulted in a delay to this response.Response to Revdex.com Complaint *** *** offers Battery Warranties of years and Lifetime on a per watch basisMany people have multiple watches and are often confused by which watches they place under warranty and how long ago they changed the batteryWe record the warranty information in waysFirst the customer is given a warranty card with the model of the watch indicated on the cardSecond we write the expiration date of the warranty and our store number (F
On June 28th the customer brought in an ESQ
watch with a smashed crystal. The
customer
explained that he had run over the watch with his motorcycle. On the ticket, the sales associate wrote “Wow crystal cracked, new hand, call to
find out about a new band“The crystal
was so badly smashed that the full extent of the damage could not have been
known. With the hand off, it could not
be determined at that time if the watch would still work. A price of $was quoted for a new crystal
and hand replacement and a 20% military discount was applied bringing the
amount due after tax to $
All pieces of broken glass were removed the hands replaced
and it was determined the watch was still working, therefore a replacement
crystal was ordered. Since the original
crystal could not be measured the size was estimatedThe initial crystal
ordered did not fit and another crystal had to be ordered. The customer was updated by phone and it was
noted on the store copy of the job ticket that the customer was informed the
11:dial marker was missing. Movado
was called and indicated the watch was too old, they did not have a replacement
band or dial marker for this watch.
On July 14th the customer was called and told his
watch was ready for pick up
On July 31st we attempted to call again but the
voicemail box was full. Customer called
back and said he was out of town and would be in next week
On August we called again and the customer indicated he
forgot about the watch and would be in on Saturday to pick it up
On August the customer came in and rather than paying for
the work completed, he put a $deposit down.
There was no agreement in advance that the work could be paid out in
installments
On Sept 9th a reminder call was made to the
customer
On Nov a reminder call was made to the customer who
indicated he would put more money down on the work done. No additional deposit was ever made
On Dec and 26th Reminder texts were sent to the
customerThe watch was moved to long term storage
The customer did finally come in and asked if we could find
a way to replace the missing marker. It
was then taken to additional watch makers without success. In January, the customer agreed to pay $
shipping to have the watch sent to *** to see if anything could be done to
replace the missing marker.
On March *** returned the watch unrepaired. The $shipping was not added to the customer’s bill.
The customer was called and told there is nothing more that can be done
for his watch. He agreed to come in and
pick it up
The customer admits we have gone to extraordinary lengths to
restore his watch. When he came in to the store on March 24th
(months after the initial work was completed) he demanded that we not
charge him for the work done. Since we
strive for exceptional customer service and although this was an unreasonable
request, the Sales associate offered him yet another $off. This was not satisfactory and he asked for
the owner to call him. The owner called
and the customer would not specify what he wanted only that $was not enough. The owner explained that nothing more could
be done. The customer is now demanding
through the Revdex.com that the watch should be returned to him at
no cost.
The store is willing to return the watch for the $less
the $offered by the sales associate if it is paid in full by April 15th
otherwise the full balance of $is due. Alternatively, we will return the watch at no
additional charge in the condition it was brought in, (no crystal and missing a
hand.)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11291446
I am rejecting this response because:as I stated in the original complaint when the watch was brought in to be repaired the store attendant nor I seen anything wrong with the piece (11:00) hour piece there fore nothing was noted on original receipt, and then all of a sudden when I went to retrieve my watch there was a note ADDED on to their copy. I was never notified of any other issues until I went to get my watch. I never asked for the watch back for nothing what I stated was the $10.00 off was a slap in the face because my watch seemed to have another fault not due to my original issues. What I will except is the store taking responsibility for the new defacing of my watch which was not noted on the original receipt and meet me at a minimum of half of the balance due on my watch.
Regards,
[redacted]