Diamond Exchange, The

I am responding to your letter of complaint, dated September 18, This letterdelineated concerns pertaining to a watch which was brought to the Diamond Exchangefor repairI would like to offer the following facts.- The watch was not purchased from the Diamond Exchange, nor are we familiar with the manufacturer of said watch.- When brought to our store, October 9, 2015, it appeared that the watch bracelet was damaged and the clasp was missingWe were requested to replace the clasp.- In order to perform the requested work, Diamond Exchange staff had to special order and pay for a clasp to fit the watch braceletStaff then waited a significant amount of time for this part to be delivered(Such waits for parts are typical, which is why watch repair is usually a lengthy process.)- Upon receipt of the specially ordered clasp, the repair was evaluated with the new partsUnfortunately, the Diamond Exchange jeweler was worried of the difficulty working with the watch bracelet due to the characteristics of the metal alloy used by the manufacturer in constructing the watchThese concerns precluded using usual techniques to repair the watch.- The Diamond Exchange jeweler consulted a knowledgeable colleague and another jeweler to determine if there was a new technique which could be used to perform the work necessary to complete the repairUnfortunately, no technique was known.- On April 1, 2016, Diamond Exchange staff contacted the watch owner to let him know the watch could not be repaired and to explain why this was the case.- On April 21, 2016, the watch owner came to the Diamond Exchange to pick up his watchThe watch owner was assured there was no charge for the jeweler's time, effort, consultations or the specially-ordered claspIn fact, the clasp was given to the watch owner.- The Diamond Exchange received several calls from the mother of the watch ownerDuring each call, the woman demanded to know why the Diamond Exchange had the watch as long as we did; and why the watch was still broken During each call, staff attempted to explain that watch repairs are typically lengthy; and the watch in question could not be repaired.To summarize, the watch was found to be unrepairable and was returned to the owner.The Diamond Exchange did not ask for, or receive, payment pertaining to repair of thiswatchFinally, since the watch was not purchased from the Diamond Exchange, thestore cannot be liable for this watch or the materials used to construct it.I hope this response is helpful in resolving this complaint.Sincerely,Steward GG [redacted] IVPresidentDiamond Exchange

The watch was not taken to Diamond Exchange for repair, it was taken there to get a new claspI did not get involved in the situation until they had possesion of the watch for at least or monthsWhich I thought was very strangeThis was maybe October Im not sure of exact datesI did not call to demand anythingI wanted to speak to someone who knew why there was an inch and half missing off the watches band when it was returnedAnd as for the clasp that was given to my sonIt is about shades difference And frankly looks like one you could purchase at a discount storeI don't understand why Diamond Exchange has done this kind of thing I felt something was wrongI was right because they are not really being truthful

The watch was not taken to Diamond Exchange for repair, it was taken there to get a new clasp. I did not get involved in the situation until they had possesion of the watch for at least 6 or 7 months. Which I thought was very strange. This was maybe October 2015. Im not sure of exact dates. I did not call to demand anything. I wanted to speak to someone who knew why there was an inch and half missing off the watches band when it was returned. And as for the clasp that was given to my son. It is about 5 shades difference . And frankly looks like one you could purchase at a discount store. I don't understand why Diamond Exchange has done this kind of thing . I felt something was wrong. I was right because they are not really being truthful.

I am responding to your letter of complaint, dated September 18, 2016. This letterdelineated concerns pertaining to a watch which was brought to the Diamond Exchangefor repair. I would like to offer the following facts.- The watch was not purchased from the Diamond Exchange, nor are we ...

 familiar with the manufacturer of said watch.- When brought to our store, October 9, 2015, it appeared that the watch   bracelet was damaged and the clasp was missing. We were requested to   replace the clasp.- In order to perform the requested work, Diamond Exchange staff had to   special order and pay for a clasp to fit the watch bracelet. Staff then waited a   significant amount of time for this part to be delivered. (Such waits for parts   are typical, which is why watch repair is usually a lengthy process.)- Upon receipt of the specially ordered clasp, the repair was evaluated with the   new parts. Unfortunately, the Diamond Exchange jeweler was worried of the   difficulty working with the watch bracelet due to the characteristics of the   metal alloy used by the manufacturer in constructing the watch. These   concerns precluded using usual techniques to repair the watch.- The Diamond Exchange jeweler consulted a knowledgeable colleague and   another jeweler to determine if there was a new technique which could be   used to perform the work necessary to complete the repair. Unfortunately, no   technique was known.- On April 1, 2016, Diamond Exchange staff contacted the watch owner to let   him know the watch could not be repaired and to explain why this was the   case.- On April 21, 2016, the watch owner came to the Diamond Exchange to pick   up his watch. The watch owner was assured there was no charge for the   jeweler's time, effort, consultations or the specially-ordered clasp. In fact, the   clasp was given to the watch owner.- The Diamond Exchange received several calls from the mother of the watch   owner. During each call, the woman demanded to know why the Diamond   Exchange had the watch as long as we did; and why the watch was still broken.   During each call, staff attempted to explain that watch repairs are typically   lengthy; and the watch in question could not be repaired.To summarize, the watch was found to be unrepairable and was returned to the owner.The Diamond Exchange did not ask for, or receive, payment pertaining to repair of thiswatch. Finally, since the watch was not purchased from the Diamond Exchange, thestore cannot be liable for this watch or the materials used to construct it.I hope this response is helpful in resolving this complaint.Sincerely,Steward G. G[redacted] IVPresidentDiamond Exchange

Greetings. We appreciate your follow up on this matter however we stand by our first submission of response.  Additionally no compensation is warranted. Thank you again for working with us on this matter.Steward G[redacted]PresidentDiamond Exchange