Response from the business taken over the phone on 3/11/2016 by Revdex.com staff (**)
Chester the owner stated consumer is in possession of his merchandise.
Revdex.com2800 Euclid Ave. 4th Fl.Cleveland, Ohio 44115-2408
March 4, 2016
Re: ID# [redacted] ([redacted]) vs. Chester’s Watch...
Service
Dear Ms. [redacted],Thank you the opportunity to respond to this complaint. It is stated in your correspondence of 3/1/2016, that the complaint was submitted to you by someone who has identified themself as [redacted]. For the record, I do not recognize this name. The issue at hand is with a customer I have on record as identifying themselves as a Mr. [redacted]. (See attached service order envelop from September 4, 2014, the first time Mr. [redacted] came into my shop with his vintage Rolex Tudor wristwatch; Circa. 1930’s-1940’s..
When it was brought in, the crystal was shattered, hands bent and it was non-operational. It appeared from my experience, though Mr. [redacted] wouldn’t confirm, that it had taken a severe enough direct blow to the watch face, to shatter the crystal. Any other damage could only be determined by opening the piece and thoroughly examining the parts. This could not be done on the spot so a service ticket (# [redacted]) was written.
I informed Mr. [redacted] that as this watch was extremely old, the likelihood of finding a crystal could be difficult and that he may be better off sending it directly to Rolex. He preferred to leave it with our shop and asked me to do my best. As a one-man shop, and at 76 years old working reduced hours by doctor’s orders, I wasn’t particularly comfortable with the investment of time this crystal search would take.
I told Mr. [redacted] that normally I would take a deposit for my services and write it on the flip side of his service ticket stub and my service envelop. This has been my business practice for my entire 50 years in the business. (See attached example of a typical transaction involving a deposit). As I had no idea what the cost of such an outdated crystal would be, assuming I could even find one, I chose not to take a deposit from Mr. [redacted].
On September 18, 2014, when he called (or stopped in, I don’t recall as I only record dates and subject in my service notes), I informed him that the crystal was, in fact, discontinued and not even available any longer directly from Rolex. He told me to “keep shopping”. I said I would as time permits but couldn’t guarantee anything.
On December 14, 2014, he stopped in for an update. I told him no luck yet. He asked if he could take the band of the watch with him and leave the rest. I accommodated his request. He left with the band. A month later, January 15, 2015, to be precise, he stopped in for an update and returned the band for the watch. I told him still no luck but I was going to take a chance and order a couple that I thought may have the possibility of retrofitting to his watch. I spent $60 out of pocket for these crystals. Unfortunately, I couldn’t make them fit properly and informed Mr. [redacted] of this on May 29, 2015.
It should be noted here that all my contact with Mr. [redacted] up to that point had been in person with him stopping in. At no point had I ever received a voice mail that he tried to contact me by phone. (As I do have restricted hours of operation Thurs & Fri 10am-6pm and Sat. Noon – 3pm, I have voice mail for customers that call during off hours. Those hours are clearly posted on the door, There is also another sign that says “By Appointment Only”. I will make appointments with customers during closed business hours if they contact me to do so. Mr. [redacted] never left any message he was interested in an appt. He’d just stop in. This was the last I heard from him until on February 29, 2016, when he began incessantly calling me leaving profane rants about how I stole his watch, personal insults that I was a crooked old man, threats that I owed him money or he’d simply hang up. These calls lasted until midnight one day. Since my business phone is also my home phone, I didn’t appreciate my wife being subjected to his vulgar messages and constant harassment. I saved the voice mails and can produce tapes if you’d like.Finally, out of fear for my safety, I went to [redacted] Police Dept. on March 2, 2016 at 12 noon and presented the matter to Patrolman [redacted]. I stayed on the outside of the window while Ptl. [redacted] phoned Mr. [redacted] from the phone # I had on the service ticket. Although I could only hear one side of the conversation, Ptl [redacted] intervened to the point that Mr. [redacted] and I were to meet in my shop on Thursday, March 3, 2016 at 12 noon where I was to return Mr. [redacted]’s watch to him. Apparently Mr. [redacted] made reference to getting some money back at this time (for a deposit I never took in the first place?), and was advised by Ptl. [redacted] that he would have to resolve this through Small Claims Court.
Not knowing what to expect at this meeting, I asked a favor of a close friend, a retired police officer whom I have known for 30 years, and one of my best customers (a local business man who uses my shop exclusively for repairs on his vintage watch business) to be there for the meeting with Mr. [redacted] “just in case”. Again, being 76 years old and not able to defend myself, after listening to 3 days of veiled phone threats and profanity, I wasn’t about to take any chances. (Especially since a business owner only a block away was shot and killed from behind his counter recently by an irate lottery customer).
Mr. [redacted] entered the store promptly at Noon in the company of another man (a rather dubious looking character at that). Upon returning Mr. [redacted]’s watch to him, he began shouting his profanity and insults again, pounding on my glass counter, alleging that I broke his watch… the one that didn’t work in the first place when he brought it in 17 months ago (NOT 3 years as his complaint to you states). Further, he demanded money, for which he had none forthcoming. If anything, I should have demanded reimbursement for the $60 in crystals I ordered especially for him in an attempt to fix his broken crystal…not counting all the time I spent in researching a solution for him. But I did not ask for, nor expect, any compensation at this point; just an end to this nightmare.
As Mr. [redacted] and his accomplice stormed out the door swearing with more threat of “see in you court”, my friend, who was standing adjacent to the door the entire time (without intervening), closed the door on the two of them as they left the store. Mr. [redacted]’s accomplice then re-entered the store going nose-to-nose with my friend screaming “You slammed the door on me! You got s problem? Want to take it outside”…or in other words, trying to insight a physical confrontation with one of the people I had present for support… “Just in case”. That proved to be excellent judgment on my part I must say. Who knows what these two men would have done had I been there by myself as I normally would. (It should be noted that both these individuals who witnessed this March 3 meeting would be pleased to confirm what they saw.In summary, let’s review the complaint as it reads from “Customer’s Statement of the Problem”:
1) “This Guy had my watch for 3 years and has not repaired it”I had it for a grand total of 17 months; it could NOT be repaired due to its age and lack of parts availability, which I advised the customer of the first day he brought it in. Being in this business for 50 years, I have had the previous experience of searching for dinosaur bones and have had little success in finding them.
2) When I call him he makes excuses like he has been ill, or busy, or looking for parts”Only true statement in the complaint. As I stated, I am under restricted hours by doctor’s orders. Again I am 76 years old and unfortunately, with age does come illness. Guilty of being old? Guilty as charged! Yes, I am busy. I have a very loyal customer base and being a one man shop, I am busy. I do not like to turn away the people in this community that have counted on my excellent service over the years. Perhaps I do need to learn to say “No” once in a while… like in Mr. [redacted]’s case. As far as parts availability for an 80 year old watch being an excuse, it’s the excuse passed on to me from my vendors. I am a repair specialist; not a parts manufacturer.
3) I am very rude? I am not the one doing the name calling, employing phone harassment and using profanity.
4) “Limited hours, never opens on time and very rarely answers his phone…”Limited hours as previously explained and posted on the door. As far as opening on time, I have never once seen Mr. [redacted] waiting at my door when I turn the closed sign to open. Also, I have never received a message that he was interested in an “appointment” as the sign on my door invites. Finally, again, as a one man shop, if I answered the phone every time it rang, I would talk to everyone, repair nothing and invite more calls for status reports. It’s why voice mail was invented for small businesse,s I believe. Further, if one chooses not to leave a message or in Mr. [redacted]’s case block caller ID with a “Private Number” message, how do I tell customers from telemarketers and the barrage of salesmen that want to sell me tools, packaging, fixtures, web design and everything else under the sun?
5) “Charged me 75 bucks…”Again, I did not take a deposit from this customer as I a) had no idea what the cost would be IF I could even find the right crystal and b) if one was taken, it would be written on his service ticket like I always do (See attached copy of another service ticket where a deposit was collected, paid and marked as such.)6) ” Never repaired my watch crystal” Only other true statement in the complaint. Despite my best efforts, I exhausted all my contacts and resources for vintage Rolex parts and no one had the proper replacement. Now that Mr. [redacted] has his watch back, he’ll see if any other jeweler has better luck in their search. If so, they are certainly more clever than I.
Please feel free to contact me with any additional information you require to close this case in favor Chester’s Watch Service. In the end, perhaps this excruciating experience has been a blessing in disguise. Now, more than ever, I know to attempt to lighten my work load by learning to say no to folks with unreasonable expectations.
Sincerely yours,Chester C[redacted]OwnerChester’s Watch Service. Encl:[redacted] Service TicketStandard Service Ticket with Deposit TakenPatrolman [redacted]’s business card
Response from the business taken over the phone on 3/11/2016 by Revdex.com staff (**)
Chester the owner stated consumer is in possession of his merchandise.
Revdex.com2800 Euclid Ave. 4th Fl.Cleveland, Ohio 44115-2408
March 4, 2016
Re: ID# [redacted] ([redacted]) vs. Chester’s Watch...
Service
Dear Ms. [redacted],Thank you the opportunity to respond to this complaint. It is stated in your correspondence of 3/1/2016, that the complaint was submitted to you by someone who has identified themself as [redacted]. For the record, I do not recognize this name. The issue at hand is with a customer I have on record as identifying themselves as a Mr. [redacted]. (See attached service order envelop from September 4, 2014, the first time Mr. [redacted] came into my shop with his vintage Rolex Tudor wristwatch; Circa. 1930’s-1940’s..
When it was brought in, the crystal was shattered, hands bent and it was non-operational. It appeared from my experience, though Mr. [redacted] wouldn’t confirm, that it had taken a severe enough direct blow to the watch face, to shatter the crystal. Any other damage could only be determined by opening the piece and thoroughly examining the parts. This could not be done on the spot so a service ticket (# [redacted]) was written.
I informed Mr. [redacted] that as this watch was extremely old, the likelihood of finding a crystal could be difficult and that he may be better off sending it directly to Rolex. He preferred to leave it with our shop and asked me to do my best. As a one-man shop, and at 76 years old working reduced hours by doctor’s orders, I wasn’t particularly comfortable with the investment of time this crystal search would take.
I told Mr. [redacted] that normally I would take a deposit for my services and write it on the flip side of his service ticket stub and my service envelop. This has been my business practice for my entire 50 years in the business. (See attached example of a typical transaction involving a deposit). As I had no idea what the cost of such an outdated crystal would be, assuming I could even find one, I chose not to take a deposit from Mr. [redacted].
On September 18, 2014, when he called (or stopped in, I don’t recall as I only record dates and subject in my service notes), I informed him that the crystal was, in fact, discontinued and not even available any longer directly from Rolex. He told me to “keep shopping”. I said I would as time permits but couldn’t guarantee anything.
On December 14, 2014, he stopped in for an update. I told him no luck yet. He asked if he could take the band of the watch with him and leave the rest. I accommodated his request. He left with the band. A month later, January 15, 2015, to be precise, he stopped in for an update and returned the band for the watch. I told him still no luck but I was going to take a chance and order a couple that I thought may have the possibility of retrofitting to his watch. I spent $60 out of pocket for these crystals. Unfortunately, I couldn’t make them fit properly and informed Mr. [redacted] of this on May 29, 2015.
It should be noted here that all my contact with Mr. [redacted] up to that point had been in person with him stopping in. At no point had I ever received a voice mail that he tried to contact me by phone. (As I do have restricted hours of operation Thurs & Fri 10am-6pm and Sat. Noon – 3pm, I have voice mail for customers that call during off hours. Those hours are clearly posted on the door, There is also another sign that says “By Appointment Only”. I will make appointments with customers during closed business hours if they contact me to do so. Mr. [redacted] never left any message he was interested in an appt. He’d just stop in. This was the last I heard from him until on February 29, 2016, when he began incessantly calling me leaving profane rants about how I stole his watch, personal insults that I was a crooked old man, threats that I owed him money or he’d simply hang up. These calls lasted until midnight one day. Since my business phone is also my home phone, I didn’t appreciate my wife being subjected to his vulgar messages and constant harassment. I saved the voice mails and can produce tapes if you’d like.Finally, out of fear for my safety, I went to [redacted] Police Dept. on March 2, 2016 at 12 noon and presented the matter to Patrolman [redacted]. I stayed on the outside of the window while Ptl. [redacted] phoned Mr. [redacted] from the phone # I had on the service ticket. Although I could only hear one side of the conversation, Ptl [redacted] intervened to the point that Mr. [redacted] and I were to meet in my shop on Thursday, March 3, 2016 at 12 noon where I was to return Mr. [redacted]’s watch to him. Apparently Mr. [redacted] made reference to getting some money back at this time (for a deposit I never took in the first place?), and was advised by Ptl. [redacted] that he would have to resolve this through Small Claims Court.
Not knowing what to expect at this meeting, I asked a favor of a close friend, a retired police officer whom I have known for 30 years, and one of my best customers (a local business man who uses my shop exclusively for repairs on his vintage watch business) to be there for the meeting with Mr. [redacted] “just in case”. Again, being 76 years old and not able to defend myself, after listening to 3 days of veiled phone threats and profanity, I wasn’t about to take any chances. (Especially since a business owner only a block away was shot and killed from behind his counter recently by an irate lottery customer).
Mr. [redacted] entered the store promptly at Noon in the company of another man (a rather dubious looking character at that). Upon returning Mr. [redacted]’s watch to him, he began shouting his profanity and insults again, pounding on my glass counter, alleging that I broke his watch… the one that didn’t work in the first place when he brought it in 17 months ago (NOT 3 years as his complaint to you states). Further, he demanded money, for which he had none forthcoming. If anything, I should have demanded reimbursement for the $60 in crystals I ordered especially for him in an attempt to fix his broken crystal…not counting all the time I spent in researching a solution for him. But I did not ask for, nor expect, any compensation at this point; just an end to this nightmare.
As Mr. [redacted] and his accomplice stormed out the door swearing with more threat of “see in you court”, my friend, who was standing adjacent to the door the entire time (without intervening), closed the door on the two of them as they left the store. Mr. [redacted]’s accomplice then re-entered the store going nose-to-nose with my friend screaming “You slammed the door on me! You got s problem? Want to take it outside”…or in other words, trying to insight a physical confrontation with one of the people I had present for support… “Just in case”. That proved to be excellent judgment on my part I must say. Who knows what these two men would have done had I been there by myself as I normally would. (It should be noted that both these individuals who witnessed this March 3 meeting would be pleased to confirm what they saw.In summary, let’s review the complaint as it reads from “Customer’s Statement of the Problem”:
1) “This Guy had my watch for 3 years and has not repaired it”I had it for a grand total of 17 months; it could NOT be repaired due to its age and lack of parts availability, which I advised the customer of the first day he brought it in. Being in this business for 50 years, I have had the previous experience of searching for dinosaur bones and have had little success in finding them.
2) When I call him he makes excuses like he has been ill, or busy, or looking for parts”Only true statement in the complaint. As I stated, I am under restricted hours by doctor’s orders. Again I am 76 years old and unfortunately, with age does come illness. Guilty of being old? Guilty as charged! Yes, I am busy. I have a very loyal customer base and being a one man shop, I am busy. I do not like to turn away the people in this community that have counted on my excellent service over the years. Perhaps I do need to learn to say “No” once in a while… like in Mr. [redacted]’s case. As far as parts availability for an 80 year old watch being an excuse, it’s the excuse passed on to me from my vendors. I am a repair specialist; not a parts manufacturer.
3) I am very rude? I am not the one doing the name calling, employing phone harassment and using profanity.
4) “Limited hours, never opens on time and very rarely answers his phone…”Limited hours as previously explained and posted on the door. As far as opening on time, I have never once seen Mr. [redacted] waiting at my door when I turn the closed sign to open. Also, I have never received a message that he was interested in an “appointment” as the sign on my door invites. Finally, again, as a one man shop, if I answered the phone every time it rang, I would talk to everyone, repair nothing and invite more calls for status reports. It’s why voice mail was invented for small businesse,s I believe. Further, if one chooses not to leave a message or in Mr. [redacted]’s case block caller ID with a “Private Number” message, how do I tell customers from telemarketers and the barrage of salesmen that want to sell me tools, packaging, fixtures, web design and everything else under the sun?
5) “Charged me 75 bucks…”Again, I did not take a deposit from this customer as I a) had no idea what the cost would be IF I could even find the right crystal and b) if one was taken, it would be written on his service ticket like I always do (See attached copy of another service ticket where a deposit was collected, paid and marked as such.)6) ” Never repaired my watch crystal” Only other true statement in the complaint. Despite my best efforts, I exhausted all my contacts and resources for vintage Rolex parts and no one had the proper replacement. Now that Mr. [redacted] has his watch back, he’ll see if any other jeweler has better luck in their search. If so, they are certainly more clever than I.
Please feel free to contact me with any additional information you require to close this case in favor Chester’s Watch Service. In the end, perhaps this excruciating experience has been a blessing in disguise. Now, more than ever, I know to attempt to lighten my work load by learning to say no to folks with unreasonable expectations.
Sincerely yours,Chester C[redacted]OwnerChester’s Watch Service. Encl:[redacted] Service TicketStandard Service Ticket with Deposit TakenPatrolman [redacted]’s business card