Deep Blue Watches

To whom it may concern;
 
This customer may have been mistaken. The receipt clearly states that the watch was purchased for $283 in June, not the $500 that was stated. Regardless of that fact, the watch has been sent back to us for repair on...

August [redacted], and we have been in contact with the customer since then. We have explained to [redacted] that the there was extensive water damage to the watch, and it is not covered under warranty, and it had to be sent back to the factory for repairs, which can take approx 6-8 weeks.
We have emailed him, which he has acknowledged, on November [redacted], letting him know that his repair has been completed and the watch is ready to ship back upon receipt of the repair fee.
We have not heard back from him till this morning at 10:15 am. In his email he mentioned that it has been 4 months (although we had contacted him on Nov [redacted] - which he has acknowledged) and he opened a case with the Revdex.com and will contact the NYPD Cyber Crimes unit reporting that we have stolen his watch, if we donot contact him by Monday the 2[redacted].
I have responded to him at 11:10,right after I had seen his email, and mentioned the payment and to see if he can send the money via [redacted]. He replied that he doesn't have a [redacted] account and we should send the unit back and he will put a check in the mail after receipt of the watch.
I asked [redacted] to send in a check, and once received, we will send out his watch. 30 minutes later, I have received this Revdex.com complaint.
 
Please advise on how to have this closed and removed from our record, as this seems to be a frivolous case. Please contact me if you need further information, or would like to see a copy pf the emails.
 
Best,
[redacted]

Hi, we are glad to hear that [redacted] trace department has located the package and had it rerouted to you after we had taken the initiative on your behalf to notify them
that you have stated in your complaint that you had not received it, and they had it marked as delivered to your door a few days prior to updating this complaint.
 
I am sorry that the markers have fallen off again, I am not certain how that could have happened, as we had it checked and tested prior to shipping it out.
We have repaired it for you at no charge even though your warranty has expired in July of 2015. 
 
We are not able to take this watch back for a refund as it is well past the 30 day money back guarantee (watch was purchased on July *, 2014),
It was also past the 1 year warranty period ( expired July *, 2015) for free repairs, however we have repaired it at no cost as a courtesy to you.
 
If you would like to send us some pictures of the watch with the missing markers we can have QC look into it for you. 
 
Best,
Sam

Hi, The watch in question is no longer in production and we do not have a comparable replacement to offer.We have checked with our factories / suppliers and unfortunately, as explained to the customer, the part needed is not available.As a result, we would gladly accept the watch back for a...

credit based on the fair market value. Sam HDeep Blue Watches

Better Business...

Bureau:
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 have been told the same thing for the past 16 weeks . I still do not have my watch. If the watch has been lost just refund my money of $350.00
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I have purchased five Deep Blue watches this year and have just been thrilled with them as a brand up until this time. My [redacted], in green, has been a glaring exception to the quality I have come to expect from Deep Blue.

Had to send the watch back for re-lume of the bezel after a number of pieces fell out of the ceramic. Two weeks later, some of the same and more fell out. (Keep in mind that this is NOT a watch that has seen more than a couple of weeks wear over a year!)Returned the watch to Deep Blue again, this time waiting over three MONTHS for it to be returned to me. And then things got messy.

The watch was returned to me by Deep Blue with the bezel now out of alignment, an impossible to remove adhesive residue on the bezel, lume filled in haphazardly and sticking out up above the bezel, and the zero at the "40" mark actually being place with dull, flat side facing out instead of the glossy lume side. The aforementioned zero marker actually feel out en route back to Deep Blue!

Have been in touch with [redacted] at Deep Blue via email repeatedly over the last few months trying to achieve resolution. [redacted] offered to re-lume the bezel again, for the third time. Told him "no thank you considering the bezel had already been repaired twice and their repair shop, [redacted], had made things worse." Made [redacted] aware that by all appearances there are multiple issues with the lume adherence on these bezels and sent examples found on forums and [redacted]. Asked if any new bezels in the original green or even a black/white or white/black bezel were available and none were.

Asked Deep Blue to offer credit towards a new watch as the repairs have been repeated without success and it appears to be a design/manufacturing defect. Was initially told no credit would be offered.

[redacted] asked his superiors at Deep Blue, I truly do appreciate all his efforts, and Deep Blue offered me $200 credit if I returned the watch. $200 for a $700 watch that is just now a year old and has spent four months back for repairs three times?! That low an offer is almost insulting.

I have even sent screen shots of multiple people having issues with the ceramic bezels, listings on [redacted] of this model with lume missing and reports of people having to super glue lume back in or having their all lume removed and the bezels repainted in an effort to avoid having the lume fall out.

Obviously this is a manufacturing issue with the ceramic bezels on this model and Deep Blue is NOT standing up to admit this and resolve the issue.Desired Settlement: I would like to have the original purchase price of $799 credited for purchase of another Deep Blue watch or would like the watch replaced with a comparable Deep Blue Bluetech Abyss model, please.

Business

Response:

To whom it may concern,

Review: I purchased a watch through Deep Blue Watches Canada July *, 2012. When it arrived I noticed that it was running very fast at 24 seconds fast a day, so I wrote Deep Blue Watches asking if they would be able to regulate the watch as having anyone else other than Deep Blue themselves voids warranty. When the watch returned, I noticed that it was still running at the same 24 seconds fast a day, so I contacted them asking why wasn't the work I asked to be done wasn't. They stated that the work was done, and that the regulation must have been lost by the jostling in the mail system on it's return to me. Well that is actually impossible, and certainly untrue information as I researched this and found it to be false. Also the power reserve on the watch was basically non existent, and would stop only 4 hours off the wrist. This is definitely a sign of a faulty movement as the Swiss movement inside the watch should easily last 24 hours off the wrist with a full charge. I was finally told to take it to my local watch repairman and have him look at the watch. Well that cost me $75 which should have been covered by Deep Blue under the warranty period, and even with the escapement and movement cleaned, the problem still was there. After much back and forth, [redacted] from Deep Blue told me to send it back and they would replace the movement. So once again I pay the $30 plus dollars to send it back to them, plus an additional $25 through PayPal to send it back to me. It states in their warranty information I would be contacted throughout the repair process and let known when it was on it's way back, but the communication was zero. On Monday July [redacted], 2013 there was a box from Deep Blue in my mail box. As soon as I opened the box and looked at the watch, I instantly seen there was a chip on the sapphire glass that most definitely wasn't there when I mailed it to them. I emailed [redacted] immediately asking how something like this could have gotten past quality control. He wrote back saying the watch came in that condition. That is a blatant lie as the watch has received no wrist time as it has been faulty since I got it. Also there is no damage on the bezel at all, and any knock I would have done to chip the crystal would have damaged the bezel also considering the location of the chip. I asked [redacted], why he thought I would go through all of this hassle, and not ask them to repair the watch crystal while it was in their care if I sent it damaged? That makes absolutely no sense. Now my calls aren't being returned, nor my emails. If we were talking about a $100 watch, I would have walked away from this situation months ago and put it up to lesson learned, but this is now over $700 with all the shipping back and forth, and that's a lot of money. I have emails to back up anything I have said in this brief letter, and can provide as needed. Thank you.Desired Settlement: I just wan't my watch repaired properly, minus the damaged crystal caused by the repair.

Business

Response:

We have agreed to look at the watch that had been purchased through our international dealer and have it regulated although the movement (Swiss ETA 2824-2) was running within the specs allowable by the ETA company (+/- 10 to 30 spd). We had the watch adjusted, tested and sent back to the customer. We were then contacted again, and told that it was still running inaccurately, and the customer wanted to take it to his local watchmaker, who is certified to work with high end watches, to have the regulation done. We advised him that we will make an exception in this case and still honor the warranty if he does so, although we normally void warranty if it is opened by any technician besides our own. He then had the service done by his local watch maker.

We were contacted by our Canadian dealer 2 months later, and the same customer now had a problem with his movement not holding a complete charge. We recommended that he have the local watchmaker that he took it to look at it, as he might have inadvertently caused the problem while adjusting the timing when the watch was originally brought in.

5 months later the customer contacted me saying that his watchmaker worked on it and it didn't get any better, so we told him no problem. Send it in, and we will have a brand new movement installed. 10 weeks later, the watch was sent in to us, and in order to please the customer, we sent it right out to the factory overseas to have the movement replaced, and once the work was completed, we had it sent back to the customer.

We were then contacted again by the customer stating that there was damage to the watch that was not present before the repair, so I looked at the picture that was taken of the watch when it was received at the factory, and the damage was present when the watch had been received, and requested clarification from the receiving department as well a s a copy of the picture. I had mentioned to the customer that we have documentation that it had been there already, and that I was looking into it for him, and would contact him back.

In the interim, the receiving department mentioned that it might have been damaged in transit, so I had ordered a new sapphire crystal for the watch and contacted him regarding getting the watch sent back to us at our expense, when I was forwarded this complaint from the Revdex.com stating that calls are not being returned and emails not being answered.

The last email which the customer states has not been answered was received on 7/**/2013, and stated that the damage to the glass being present beforehand was a blatant lie. At that time I was waiting to receive the image from the shipping department so I can email it for the customer to see, and a complaint was opened with the Revdex.com on 7/**/2013, which was less than 24 hours after we were last contacted by the customer.

At the present moment, the replacement part has been ordered and we are working with the customer to get the watch back for the repair at our cost (prior to receiving this complaint from the Revdex.com), and have been in contact with him several times over the past few days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I paid $500.00 for this watch back in June of 2015. By July of 2015 it was already having issues. I sent it back to Deep Blue for repair and was told that it would take 4-6 weeks to have it repaired. Today is 11-**-15 and I still do not have my watch. I have sent MANY email and left MANY vmails, none returned, except one, that said my watch was ready about 3 weeks ago. To this day I cannot get anyone to call me back or reply to emails to get my watch back. As far as I am concerned they have stolen my $500.00 watch as to what was supposed to be a 4-6 week repair is now a 4 month situation with no responses at all to my many attempts to contact them. DO NOT DO BUSINESS WITH THESE FOLKS AND TELL EVERYONE YOU KNOW THE VERY SAME THING!!!Desired Settlement: I simply want my watch back ASAP.

Business

Response:

To whom it may concern; This customer may have been mistaken. The receipt clearly states that the watch was purchased for $283 in June, not the $500 that was stated. Regardless of that fact, the watch has been sent back to us for repair on August [redacted], and we have been in contact with the customer since then. We have explained to [redacted] that the there was extensive water damage to the watch, and it is not covered under warranty, and it had to be sent back to the factory for repairs, which can take approx 6-8 weeks.We have emailed him, which he has acknowledged, on November [redacted], letting him know that his repair has been completed and the watch is ready to ship back upon receipt of the repair fee.We have not heard back from him till this morning at 10:15 am. In his email he mentioned that it has been 4 months (although we had contacted him on Nov [redacted] - which he has acknowledged) and he opened a case with the Revdex.com and will contact the NYPD Cyber Crimes unit reporting that we have stolen his watch, if we donot contact him by Monday the 2[redacted].I have responded to him at 11:10,right after I had seen his email, and mentioned the payment and to see if he can send the money via [redacted]. He replied that he doesn't have a [redacted] account and we should send the unit back and he will put a check in the mail after receipt of the watch.I asked [redacted] to send in a check, and once received, we will send out his watch. 30 minutes later, I have received this Revdex.com complaint. Please advise on how to have this closed and removed from our record, as this seems to be a frivolous case. Please contact me if you need further information, or would like to see a copy pf the emails. Best,[redacted]

Review: I purchases a dive watch from them and the crown stopped functioning properly (wouldn't stay in after turning rendering it not waterproof and therefore worthless). I sent it in to have it repaired and it worked properly for a short time after getting it back. The issue again happened so I sent it in for repair a second time. Same thing happened again only this time the issue came back much quicker.

Since it is the same issue it is still under warranty. The problem is that if they couldn't fix it properly the first two times the third isn't going to do the trick. I asked for a replacement and they no longer have this watch. The last contact I had with them was them telling me they are trying to find a replacement or find other solutions. (there is a Daynight T-100 GMT watch they carry that is similar and I would accept that as a replacement). I never heard back and have since sent several emails over a period of weeks asking for a response. No one will reply. I have tried to call but no one answers.Desired Settlement: Either replace the watch with the black dial Daynight T-100 GMT watch or issue a full refund.

Business

Response:

Hi, The watch in question is no longer in production and we do not have a comparable replacement to offer.We have checked with our factories / suppliers and unfortunately, as explained to the customer, the part needed is not available.As a result, we would gladly accept the watch back for a credit based on the fair market value. Sam HDeep Blue Watches

Consumer

Response:

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:

Only a full refund is appropriate since the watch is not functioning through no fault of my own.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: After receiving my Deep Blue Master Explorer III watch, I noticed it consistantly ran 2 - 2.5 minutes fast per week. I contacted the company in July 2014 and they told me to do the "Rolex" adjustment procedure which is simply 3 different ways to lay the watch when not in use, bezel up, bezel down, or level. This did not work. I sent the watch back to the company in Oct 2014. I received the watch back from the factory at the end of January 2015. Nothing had changed and the watch still gained 2 - 2.5 minutes per week. I emailed Deep Blue and [redacted] responded that it is normal for the watch to lose/gain 10-30 seconds per day or up to 3.5 minutes per week. He stated mine is actually doing good. This means the watch could be off up to 3 hours in a year and that is acceptable. In the company statement on their website, it states "Deep Blue is the best when it comes to quality and accurate timepieces." I emailed [redacted] back on February **, 2015 and told him this is unacceptable and asked what he can do to remedy the situation. He never responded back.Desired Settlement: The company has an obligation to stand behind their product, especially when they make claims about quality and accurate timepieces.

Consumer

Response:

At this time, I have not been contacted by Deep Blue Watches regarding complaint ID [redacted].Sincerely,[redacted]