Watch Repairs USA

Customer requested this service, but was not quoted for this service nor did they pay for the service. Ultimately it is the customers responsibility actually read the quote we provide to make sure they are paying for exactly what they want are wanting. 
 
Given the customers...

dissatisfaction I offered to pay for the shipping both ways in order to provide a quote for the additional work.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Unacceptable.  Period.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I’m sorry to hear that you’ve had an issue getting your watch back. Your watch was sent to the manufacturer, as noted by your service center request and approval. They are a particularly difficult manufacturer...

to deal with and extremely slow. We declined the estimate for you back in June (June **, one day after your decline) and have been working to get your watch back. As soon as we have it back from them we will ship it out first thing to you. I will make sure that my team is aware of the situation and continue to work with your manufacturer to amend this situation. We apologize for the delay.

The watch will be returned to the customer when it was repaired. He threatened us and I asked him if I should contact the police, to which he replied "yes". I would testify in a court of law that this is what happened. We have no interest in entering a dispute with this customer. We only wish to deliver what was promised to him. And that is what will occur in due time.

We do our best to estimate the length of time for these vintage restorations. On the estimate it was advised a 4 month completion window. However this is taking a little longer. It is an approximate eta we provide, not a firm completion date. Especially with these older restorations, customers must...

be patient so that the work can progress and quality, not speed is prioritized. The watch is in good hands.

Lookingfor info on original movement to see if I can find a better fit. Everythingfrom concord is discontinued for this. I did come up with a solution for thecaseback and crown, but back to the drawing board on the correctmovement.  Will advise when...

Ihave a completion date/solution.

Dear [redacted], our system runs through our website as instructed by our team. In order to decline your estimate you needed to do so online. Your watch has shipped back to you and you can check that tracking information online.

We have a 10 million dollar umbrella policy with UPS capital. Please ensure you obtain a tracking number as well as a receipt from the post office that it was delivered. As mentioned, please include a receipt for the postage and we will refund the difference to your card from the original transaction.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The customer service gets better and better... Now via the Revdex.com this business owner is openly and deliberately rude. You should be put out of business. After researching your company, I'm one of many hundreds of people with the exact same complaint. The Revdex.com needs to take direct action against you to prevent others from falling into the same trap the rest of us have and wasting money on a company that uses exaggerated terms and manipulative clauses to successfully make money off of harmless consumers previously uneducated about what exactly they have agreed to.
Here's a list of reports filed directly against you, and this is from one website alone:
http:[redacted]

If there are anyissues with the watch running, keeping time, or otherwise operating out offactory specification, this work is backed by an unconditional 1 year warranty.We stand behind our work. The customer may obtain a free shipping label and warrantyclaim by...

contacting us in the following three ways: 1.      Calling us toll-free during out business hours(10am – 5pm EST) at ###-###-####2.      Emailing us at [redacted]3.      Using our live chat option during business hoursat [redacted] We look forward to resolving the customer’s technical issuesin a professional and speedy manner.

Our obligation is to find all problems with the watch. The circuit board has a very high voltage consumption and needs servicing. We provided a no-obligation, no sales pressure quote for the correct work which this watch requires. In order to obtain parts from the factory we have to follow factory guidelines. This is the same procedure the factory uses.

The watch arrived on friday, I personally tested it and found that it works. It was shipped today:[redacted]The one year warranty period has been restarted to the date it is delivered to the customer.

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I received a letter today that you had tried to contact meby emailI am responding to a complaint I filed against Watch RepairUSA I have reviewed their response and it is not acceptable.They clearly misadvertise.If you will look at all of the complaints filed you will seeI am not the only one that they do bait and switch with. They should pay me the postage cost that I am asking for, asthey did not pay it for delivery to their business.They have insane repair quotes, and if you ask for areduction they reduced it twice for me, but still was exhorbant. I am asking for a complaint to be filed against them toprotect other consumers and a slap on the wrist to the company so that theircustomer service will improve.our Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We have already contacted the customer service e-mail address (now 3 times) and have never had a response from them with instructions on how to return the watch under its warranty. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The website states that the "crystal replacements" are starting at $29. I fully understand this is a beginning price due to the variables included; however, I emailed prior to shipment for an estimated overall cost for their service, given my watch model. The response I received for the ESTIMATED FULL COST of the repair was $25-$35. The terms and conditions include that this does not cover the cost of the return shipping, which should add about $10-$15 to the cost if UPS were selected as a delivery method. There is nothing on the website stating that the word REPLACEMENT does not include everything involved with just that, the replacement. I made it clear my intentions were to compare pricing for the service I would receive, and a price was provided to me.
As stated verbatim in the email received: "Thank you for
your interest. We carry a full line of replacement crystals. The price
for replacing them generally ranges from $25 to $35 depending on if
they need to be custom cut." - Because mine was to be custom cut, I have no issue whatsoever with the fee being higher than this stated, but this is absolutely all that was stated as far as a generally idea of about what price to expect.
1. If there are too many variables, the email response should state that fact, and an estimate not be given. If an estimate is given, the pricing should be an accurate representation of what charges the customer will incur. Otherwise, you are simply misleading a customer on actual pricing by giving a price that does not include all services absolutely required to complete the repair.
2. As stated by the company's customer service representative, any reputable repair shop would require new gaskets and pressure tests. If this is STANDARD, this too would have been included in the estimate, stating that it is a separate charge from what information was provided to the customer. A quote would not have been provided without this piece of information for a crystal replacement if it is standard practice; therefore, is appears to purposely mislead the customer.
The representative was not polite, very bluntly rude, and did assist in any customer satisfaction attempts. Upon now reading Revdex.com and other online sources, this seems to be VERY COMMON and should be addressed due to the frequency of the situation. This to me and others feels very much like a scam to exaggerate how low the cost of a watch repair will be, then overcharge and gouge the customer. 
Sincerely,
[redacted]

Our shipping prices come directly from [redacted] given the insurance amount provided. We do not make up the shipping prices. If they want to reduce the shipping amount and/or change to [redacted] priority please have the customer call us direct at ###-###-####. thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my...

complaint has NOT been resolved because:

This company operates without any customer service. I attempted to get information from this company as to the status of my watch.
[redacted] was unable to justify the length of the repair as well as what drilling was done to my watch that took so long. When pressed on the issue, [redacted] got belligerent and hung up. The following  is what I got back from [redacted] in his e-mail to me:
 [redacted] [redacted] [redacted]
Watch Repairs USA
I am afraid if the watch does not live up to the warranty standards, I will be forced to deal with this company that can care less about customer
service. I am requesting a full refund. I have advised [redacted] and will be working with my bank as well as the New York Attorney General's office to
resolve this matter.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We keep a very specific record of your dates and I believe that your dates are misspoken. Your watch was estimated on Aug. **. You then waited until Sept. ** to decline our estimate via our email system. We let you know this week that your watch was being shipping back to you this week and as of...

yesterday it was shipped. You may follow it using your tracking information.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The business does not address my comments re my telephone conversation with Business manager [redacted] on June *. Again, he offered to fix the damaged stem and crown. He recommended I send the watch back to them and instructed to call him first if I decided to do so. I told him I have no confidence in their work. Is he denying this conversation did not take place? 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer paid 7 weeks ago. Because Timepieces Internation, the company who makes Klaus Kobec watches, takes a very long time supplying parts, we expect the repair will be completed in 3 weeks or less. The customer could have simply called, emailed, live chatted us and we would have told them that....

The Revdex.com is not a way to request repair status.