Advanced Concepts LLC

On Saturday, October 22nd the customer in question came into my establishment with a Diesel men's watch Model #DZ7261 for a watch battery. When the customer dropped off the watch he made mention that no other store in the mall was willing to change the battery in his watch. I explained the watch is...

difficult to change because the watch has 4 separate movements; one on the left side that shows time with hour, min, and sec; the second movement is at the bottom a digital read which reads time and date; one on the right side which reads the time hour, min, sec as well as a chronograph (referred to as stop watch in customers complaint); and one at the top of the watch which shows the time hour and min. All 4 movements are separated from each other and all take different size batteries which is why it is more difficult to change. The customer insisted that he only wanted the movement on the top to have a battery replaced as it was the only one loosing time. At his request I changed the battery only in the top movement for a $10.00 charge which is our normal fee for this service. Once completed the customer inspected his watch and said everything looked great and happily left the store. Approximately 10-15 min later he came back saying I must have broken the chronograph part of the movement on the right side, stating it had been working prior. I looked over the watch again and explained to the customer in most cases the battery is just too low in that movement to work the extra function. After finding the battery was fully charged and I could not diagnose the issue I offered to take it to my other store where I have a master watchmaker on staff who has 40 years of experience. I also told him if Ron (my master watchmaker) found there was something I might have done to cause this malfunction I would happily have it repaired at no charge. That Monday I took the watch to my Watchmaker who inspected it for me. Upon his inspection he told me that the chip which runs the chronograph went bad and that there was no way I could have interfered with that part as the watch has a protective metal plate covering it, furthermore; in his experience he has found it is quite common for those types of chips to malfunction in watches of this nature and brand. On Monday evening I returned to my Concord Mall location and called the customer to relay what our Watchmaker found and with that I suggested he try contacting the manufacturer for his warranty on the watch to fix it. He immediately interjected and said he did not get the extended warranty and his manufacturer’s warranty had expired. His disregarded the Watchmakers findings and insisted that I had broken the watch so it was my responsibility to fix it. I told him again I did not break the watch, that there was no possible way I could have. He then advised me he was going to sue me for the cost of the watch because he didn't feel it was his responsibility and he did not have the funds to replace it himself. After this back and forth and accusatory remarks I advised him if he wishes to pursue a legal case for a watch he can purchase online for $115.00 that I would see him in court. (After which I did more research and the exact watch can be purchased for $172.99) He explained that the watch cost him much more from Macy's department store. He then continued to push the lawsuit exclaiming I was at fault and needed to take responsibility. After the continued threats of a lawsuit I expressed I felt he was trying to bully me into taking responsibility for something I could not be at fault for by threatening a lawsuit. I told the customer he can come pick up his watch and have a great day. After we hung up he called back for a second time and asked for mine and my manager’s names and our contact numbers. At this point I told him I am one of the owners and he can contact us both at our store phone numbers. In my many years of experience I have changed a vast number of watch batteries without issues, some being much more difficult than the one in question and had there been an issue caused by a mistake of my own or my staff I would have happily taken care of it. I appreciate the Revdex.com in letting me respond to this claim and I hope that in reviewing the complaint you take into consideration our Watchmaker's level of expertise and his findings during inspection of this watch. Sent on: 10/27/2016 11:51:50 AM [redacted]