Cavallero Heating and Air Conditioning, Inc.

As stated in the previous responseWe have a facility that handles thousands of watches annually and care for each and every one of the watches that pass through our repair centerWe cannot process a refund for a watch that was usedWe can polish the scratched watch case/bracelet and send it back to the customer at no additional costs

Please understand this is not the way we conduct our businessWe strive to make sure that every customer is satisfied with their purchase and post purchase experienceIn addition I would like to inform you that we have a state of the art repair center in our facility that is equipped with the most
advance technology known to watchmakingWe have technicians that have been watchmakers 30+ yearsTherefore the response from the customer stating that we did something like this is not consistent with the other thousands of customers we haveOur technicians are highly trained in handling the watches that are being repairedAt this point we offered a repair for the links and polish the watch which is NOT under our warranty guidelinesAlso however when opening the box we noticed that whoever changed the links to the watch did not do a professional jobPlease see attached photo of the watchYou can clearly see that the pin holding the link together is not inserted correctlyIn addition to this the watchmaker that adjusted the links also banged metal (or similar) hammer to get the links back in place which also damaged the side of the watch(See second photo) At this point we can both confirm that the watch was not handled correctly when the bracelet was adjustedWe do not remove the links when repairing the watchWe completely take out the band from the watch case

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
I wished that would have been done that way in the first placePlease let me know where to send the watch and how you want to proceed with the shipping arrangement as I already paid twice for shipping in the first place...maybe we should ship it directly to Tissot rep[air center to save timeAlso I hope this time it will be a rapid turnaround as the previous time it took Jacob Time more than months to send it back!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The watch was damaged upon receiptThe watch was in my possession from 6pm on Sept ** to 9am Sept **At no time was the watch wornI called the next morning as soon as the office opened and made a complaint that the watch had been shipped in a damaged conditionThe customer service rep apologized and said I would receive a replacement for the watch, I was not looking for a refund at the timeI was sent a UPS label and promptly returned itI shipped the broken watch back to your facility and had no response after waiting for a weekI returned the watch in the condition it was receivedNo one at the office would offer me any resolution to the issueNow I do not have a refund, a replacement watch or the original watch in my possessionYou have collected payment for the watch and I have nothing to show for it
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I know people damage goods and claim they arrive that wayThis is not the case hereI am not being untruthful in any way about the state of the watch when it arrivedI would not go to such lengths to try to get my money backI have a witness that saw it come out of the packaging this way.To correct your statement, this was not initially dealt with in an emailI made a phone call to your customer service departmentI was told the watch could be returned for a replacement no questions asked. In addition, at no point was the return policy described to me nor was I asked about the price tags on the watch.If you can see it from my perspective this has been an absolutely horrible experience that has been dragged out for way too longI tried to buy my mother a beautiful birthday gift to find it damagedI returned the watch to you and no one bothered to follow up with me after a weekI had to take it upon myself to callI was offered no resolution AND I was hung up on by the customer service repWhat company treats their customers like that? Now I am out the watch and my money.I refuse to accept a damaged watch to give as gift and I will not accept a partial refund for a broken watch.I am due a full refund or a replacementPlain and simpleNo matter how many people claim viewed the watch before it was sent to me the fact is it arrived damaged and that is the truth
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thank you for your messageWe have resolved the issue with the customer by providing a full refund and a $check will be mailed to the customer for return costs

Customers watch was dropped causing the digital screen on the Tissot watch to crackThe reason why Jacobtime.com was unable to repair the damage is because this damage is not covered under the manufacturers warrantyWe did try to find a replacement screen for the damaged watch for no cost to
the customer (even though it is not under warranty) we were unsuccessfulDue to the fact the watch was damaged by the wearer we can no longer replace or repair the watchWe offered to send the watch to an authorized repair centerCustomer refused the offer and requested for us to send the watch back

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The business is turning my very complaint around on me and blaming me for the damage to the watchI dont care what kind of state of the art facility they have I purchased a watch that never worked properly from day one and the worst mistake I made was sending it to them to repair because they did nothing but damage it furtherWhen I called Jonathan to complain about the condition of the watch he just took pictures of my complaints and send them to me and blamed me for the very damage they causedThis is not professional and I dont want anything to do with this fraudulent business - I just want my money back!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Please understand this is not the way we conduct our businessWe strive to make sure that every customer is satisfied with their purchase and post purchase experienceIn addition I would like to inform you that we have a state of the art repair center in our facility that is equipped with the most
advance technology known to watchmakingWe have technicians that have been watchmakers 30+ yearsTherefore the response from the customer stating that we did something like this is not consistent with the other thousands of customers we haveOur technicians are highly trained in handling the watches that are being repairedAt this point we offered a repair for the links and polish the watch which is NOT under our warranty guidelinesAlso however when opening the box we noticed that whoever changed the links to the watch did not do a professional jobPlease see attached photo of the watchYou can clearly see that the pin holding the link together is not inserted correctlyIn addition to this the watchmaker that adjusted the links also banged metal (or similar) hammer to get the links back in place which also damaged the side of the watch(See second photo) At this point we can both confirm that the watch was not handled correctly when the bracelet was adjustedWe do not remove the links when repairing the watchWe completely take out the band from the watch case.

Thank you for your replyWe are willing to send it back to Tissot for a full overhaul and to make sure you receive a working watch in perfect condition.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The business keeps stating that this damage could not have been done by their facility - how can they prove that? Even if we disregard the damage to the watch band links they cannot hide the damage they caused on the case back from opening the watch this is unlike any other watch retailer I have dealt withThey know they damaged the watch and they just want to polish it and hide the damage - this is unacceptable I want a full refund not for them to ruin the watch and try to hide it!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The business is turning my very complaint around on me and blaming me for the damage to the watchI dont care what kind of state of the art facility they have I purchased a watch that never worked properly from day one and the worst mistake I made was sending it to them to repair because they did nothing but damage it furtherWhen I called Jonathan to complain about the condition of the watch he just took pictures of my complaints and send them to me and blamed me for the very damage they causedThis is not professional and I dont want anything to do with this fraudulent business - I just want my money back!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Jacob Time is saying the watch was dropped, which is totally and they never mentioned this in any of the communications since last MayAnd now I have received my watch back yesterday not repair as they refuse to repair it in a worst condition then it was when I shipped, if you looked at the attached image you will see the white spot on the digital screen ***) which was taken in April was very small now it is in two places and much bigger, it is not wearable as isOn top of that they didn't even did a quality service, as there are fingerprints inside the glass or on the digital screen, hard to say exactly...also attached is the Service estimate done by Tissot service center with the cost to repair the watch back in April, as it was not under warranty due to Jacob Time not being a authorize dealer, which I refused to do after Jacob Time recommend me to get the watch back to them to repair at no cost. All I have been asking is to fix the watch, replace it or reimburse the value of the watchNow I have a severely damaged watch that I can not use as is
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thank you for your responsePlease allow me to explain the process in which we tookInitially when we received the complaint via email we did whatever it takes to get the watch back and to process a full refund or replacementWe sent a return label in order that you should not incur any additional chargesPlease note that we have a quality control team that inspects every watch that comes in from the supplier and another team that inspects the watches before the reach the customerIn an ordinary case there MAY have been an over sight and if the watch did get to the customer like this and came back with all original tags attached to the watch we would not hesitate to refund you in fullHowever in this case you are stating that the watch was by you for Hours and the watch was never wornHOWEVER there is a tag that we put on EVERY watch we ship out that states NOT RETURNABLE IF REMOVEDThis tag was indeed removed from the watch claspPlease understand the situation from our end as wellWe are not out to hold any funds from anyoneIf you would like we can discuss a partial refund as well as sending the watch back to you

Hello ** ***,Thank you for shopping with us and bringing this complaint to my attentionWe appreciate all feedback and input from our customerAt Jacobtime.com we strive to provide everyone with the best possible customer service we can offerAt this time even though the watch came back
without any tags or the full packaging, and the watch did NOT pass the requirements of our return policyAs a one time courtesy I will be more than happy to provide a full refund for your orderPlease allow 3-days for the credit to show on your credit card statement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
I wished that would have been done that way in the first placePlease let me know where to send the watch and how you want to proceed with the shipping arrangement as I already paid twice for shipping in the first place...maybe we should ship it directly to Tissot rep[air center to save timeAlso I hope this time it will be a rapid turnaround as the previous time it took Jacob Time more than months to send it back!

Thank you for your responsePlease allow me to explain the process in which we tookInitially when we received the complaint via email we did whatever it takes to get the watch back and to process a full refund or replacementWe sent a return label in order that you should not incur any additional chargesPlease note that we have a quality control team that inspects every watch that comes in from the supplier and another team that inspects the watches before the reach the customerIn an ordinary case there MAY have been an over sight and if the watch did get to the customer like this and came back with all original tags attached to the watch we would not hesitate to refund you in fullHowever in this case you are stating that the watch was by you for Hours and the watch was never wornHOWEVER there is a tag that we put on EVERY watch we ship out that states NOT RETURNABLE IF REMOVEDThis tag was indeed removed from the watch claspPlease understand the situation from our end as wellWe are not out to hold any funds from anyoneIf you would like we can discuss a partial refund as well as sending the watch back to you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The watch was damaged upon receiptThe watch was in my possession from 6pm on Sept ** to 9am Sept **At no time was the watch wornI called the next morning as soon as the office opened and made a complaint that the watch had been shipped in a damaged conditionThe customer service rep apologized and said I would receive a replacement for the watch, I was not looking for a refund at the timeI was sent a UPS label and promptly returned itI shipped the broken watch back to your facility and had no response after waiting for a weekI returned the watch in the condition it was receivedNo one at the office would offer me any resolution to the issueNow I do not have a refund, a replacement watch or the original watch in my possessionYou have collected payment for the watch and I have nothing to show for it
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
*** ***