Dear Mr. [redacted]: We regret to learn that you have had an unpleasant experience with the repair services provided to you by Chelsea Clock Company. We continually strive for the highest level of customer satisfaction. As with all Chelsea repair and restoration projects, we document each...
step in the process – from the request for a free estimate to the log-in and photography of each piece when it arrives at our facility, to the shipment and verification of arrival of the piece back to the owner. Our technicians have reviewed the documents associated with your services and note the following: Your clock was delivered to Chelsea Clock on 1/6/16We submitted the attached evaluation and repair estimate.You approved the written estimate on 1/11/16 via phone.Chelsea repair technicians began work on 1/12/16 and completed it on 3/30/16.Clock was tested by technicians for 4 weeks and kept accurate time (+/- 90 seconds per week)Mr. [redacted] requested clock to be shipped back; clock was shipped to the address listed on the estimate on 3/31/16 via [redacted] Ground Below are additional comments from the Chelsea repair technician in response to your letter (Complaint # [redacted], on 12/7/2016) via the Revdex.com on this file: Mr. [redacted] called to speak with repair technician on April 29, 2016 regarding timekeeping issues only.No mention of damaged screen or screwdriver marks on back of the case. (In fact, at no additional charge, the technician polished case and touched up existing marks and nicks on the wood case)Regarding issues with running /timekeeping: the technician suggested to Mr. [redacted] that only way to resolve problem was to have the clock shipped or carried back to ChelseaMr. [redacted] replied he would think about it, but never contacted Chelsea afterwardsRegarding Mr. [redacted]’s remarks regarding the removal of bushings from the back plate: This is not possible, as this make and model vintage clock does not – nor never has had - bushings in the plates (In other clock models, bushings support the wheels/gears. Therefore, if they were removed, it would be impossible for the clock to run at all.) Mr. [redacted], Chelsea Clock stands behind all of its products and services with a full 2 year warranty, and would be glad to re-examine your timepiece to determine any issues or damage which may have occurred after leaving our facility. We would, of course, cover all [redacted] Ground shipping charges to and from our facility. We sincerely hope you will extend Chelsea Clock the opportunity to rectify any issues with your vintage timepiece and gain your complete satisfaction. Sincerely,[redacted]CHELSEA CLOCKDirector Sales and Customer Service101 Second StreetChelsea, MA 02150[redacted]
Dear Mr. [redacted]: We regret to learn that you have had an unpleasant experience with the repair services provided to you by Chelsea Clock Company. We continually strive for the highest level of customer satisfaction. As with all Chelsea repair and restoration projects, we document each...
step in the process – from the request for a free estimate to the log-in and photography of each piece when it arrives at our facility, to the shipment and verification of arrival of the piece back to the owner. Our technicians have reviewed the documents associated with your services and note the following: Your clock was delivered to Chelsea Clock on 1/6/16We submitted the attached evaluation and repair estimate.You approved the written estimate on 1/11/16 via phone.Chelsea repair technicians began work on 1/12/16 and completed it on 3/30/16.Clock was tested by technicians for 4 weeks and kept accurate time (+/- 90 seconds per week)Mr. [redacted] requested clock to be shipped back; clock was shipped to the address listed on the estimate on 3/31/16 via [redacted] Ground Below are additional comments from the Chelsea repair technician in response to your letter (Complaint # [redacted], on 12/7/2016) via the Revdex.com on this file: Mr. [redacted] called to speak with repair technician on April 29, 2016 regarding timekeeping issues only.No mention of damaged screen or screwdriver marks on back of the case. (In fact, at no additional charge, the technician polished case and touched up existing marks and nicks on the wood case)Regarding issues with running /timekeeping: the technician suggested to Mr. [redacted] that only way to resolve problem was to have the clock shipped or carried back to ChelseaMr. [redacted] replied he would think about it, but never contacted Chelsea afterwardsRegarding Mr. [redacted]’s remarks regarding the removal of bushings from the back plate: This is not possible, as this make and model vintage clock does not – nor never has had - bushings in the plates (In other clock models, bushings support the wheels/gears. Therefore, if they were removed, it would be impossible for the clock to run at all.) Mr. [redacted], Chelsea Clock stands behind all of its products and services with a full 2 year warranty, and would be glad to re-examine your timepiece to determine any issues or damage which may have occurred after leaving our facility. We would, of course, cover all [redacted] Ground shipping charges to and from our facility. We sincerely hope you will extend Chelsea Clock the opportunity to rectify any issues with your vintage timepiece and gain your complete satisfaction. Sincerely,[redacted]CHELSEA CLOCKDirector Sales and Customer Service101 Second StreetChelsea, MA 02150[redacted]