This client has several complaints, and we will be happy to address themHere are the key elements:#- Client asserts money orders cannot bounce.#- Client asserts that the words "It doesn't matter" were used sequentially during the course of one of the telephone calls he made to us.#- Client asserts that there was no documentation included in the box; claims he doesn't know what was done to the watch.#- Client asserts that a shipping error on our part cost him £Complaint #1: This client has claimed that a money order cannot bounceThis is simply not trueI cannot provide a logical argument to a claim which is simply not trueMoney orders can, and do bounce; my previous statement on this matter is factualComplaint #2: The words "It doesn't matter" are words in the English language, and may be utilized to describe an event which does not have any impact on anything (hence, not mattering)I cannot speculate on the specific context in which these words, which the client seems to have memorized from five months ago, may or may not have been utteredThe client did repeatedly and incessantly contact us regarding this non-issue of the bounced money order which had precisely zero impact on the timeline of his repairPerhaps on one of his multiple, accusatory calls, he prompted a representative to respond with something along the lines of "With regards to the erroneous email we sent, it doesn't matter because we realized it wasn't your money order that had bounced right away, and therefore there were no ensuing delays." I can neither confirm, nor deny, that the piercing words of "It doesn't matter" were sequentially, or non-sequentially utilized by a representativeHad the words "It doesn't matter" been uttered, we don't see the utilization of such to be worthy of alleviating the client of the costs of repairs for substantially damaging his timepieceTo our knowledge, the words "It", "doesn't", nor "matter", are not profane nor offensive in any way.Complaint #3: No "documentation" is ever included with servicing The client was made aware of what services were rendered, because he received an estimate for said services (in writing), and the services he has paid for were providedThe services rendered were discussed repeatedly; the client called and discussed these services with me personallyOne of the telephone calls placed to us was on 9/22/15, where I personally explained to him all the services being renderedThe services rendered were: Crown replaced, middle case replaced, maintenance service Complaint #4: There were no errors in shipping the client his timepieceThe £the client is referring to are brokerage fees assessed for importation of goods from abroadOur policies and procedures clearly articulate that the duties, VAT, customs, import taxes, and/or brokerage fees are to be paid by the recipientThis client will not receive any further discounts, refunds, rebates, nor any other form of compensationWe have absorbed $of the cost of repair for no reason other than to please this clientWe had no obligation whatsoever to absorb a portion of the cost of repairs, as it was a clear cut case of the client damaging the timepieceWe did so simply as a gesture of good customer service We are sorry to hear the client is so upset, however, no further discounts nor refunds can be issued on this, nor any future products or servicesThank you
We have a day return policy, which is among the most lenient return policies in the business (most companies offer day or day policies)If an item is returned after the expiration of the returns period, we are not able to issue a full refundOur policies indicate that the item must be received back within days of shipmentThe client feels that our policies should be in line with the IRS; they are notWe are www.AuthenticWatches.com, and neither our policies, practices, nor nature of entity are similar to the IRSWe do not have a "postmarked by" return policy.This client's returned items arrived after the day returns period had expiredAccordingly, the client cannot be issued a full refund, and was issued a refund less 10%We are not able to refund this client any additional sumThank you
This client feels his timepiece is not as green as he would like it to beThere is no "misrepresentation" when the client is shown the manufacturer stock photograph and is shipped the manufacturer's itemWe are truly sorry to hear this client is displeased, however, there is no scenario possible in which he could receive this timepiece with a brighter green hue, unless he chooses to purchase some form of customized replica.We only sell authentic timepieces, and cannot make the bezel any brighter for the client.The client wished to be provided an acknowledgement of wrongdoing, and offered a discount, to keep the timepieceAs there was no wrongdoing, we are unable to accommodate either of the client's requestsWe feel the analogy provided in the foregoing response was indeed an accurate depiction of what is taking place hereThere is no "scam" and there is no malicious intent by us when we post the manufacturer's picture and ship the manufacturer's itemThis client is well aware of these factsIt is entirely his prerogative to make false, hyperbolic claims (such as "SCAM ALERT" with the hashtag "notauthenticwatches" with the full knowledge that there is no scam, and the full knowledge that the timepiece he received is indeed authenticNo policy shift will take place in order to accommodate requests for monies not owed to an individualA company engaging in a "scam" does not typically offer full refunds to client's which are dissatisfiedIt is not a "scam" for a company to refuse to simply dish out money to a client, under threat of social media posts, when there have been no errors made by said companyIf the client doubts authenticity in any way, he is more than welcome to take the timepiece directly to any authorized dealer for authentication.Our policies are posted online, and our system does not allow checkout until such policies have been agreed toThese policies outline that there may be slight variances in a photograph online from the actual itemThe reason for this is that photographs of an item on a monitor can vary slightly from an actual itemThe intensity of flash, type of lighting, ambient lighting, shading, etccan result in several different looking photographs of the same itemIn addition to this, the same photograph displayed on a set of different monitors, all with potentially different settings, will also result in a slight variance in appearanceFinally, many items we carry have natural stones or jewels (e.gMother of Pearl, diamonds, et.al.) Various angles of the a mother of pearl dial will produce significantly different hues and coloration, with a "white mother of pearl" dial appearing light pink, light blue, or white, depending on the angle and lighting Various light intensity, type of lighting (LED, incandescent, fluorescent) when photographs are taken of diamonds will produce significant variances in diamond brightness and apparent clarityIf the client had purchased a diamond bezel watch, and then informed us that the diamonds aren't as shiny as he thought they would be, we would offer a return for refund (as we have in this case); we would not be able to admit some sort of fault, or provide some sort of compensation (as we cannot in this case).Short of incorrectly admitting fault where there is none, and short of simply giving the client monies not owed to him, we do not see any way of satisfying this clientIt is quite evident what is actually taking place.We are happy to hear the timepiece is being returned, and will issue the client a full refund less shipping fees in accordance with our policies posted onlineWe hope this client is successful in finding a timepiece he feels is suitable to his needsWe always recommend that a client visit a local authorized dealer in order to get a good idea of not just a three dimensional in-person appearance, but also the weight and feel of any timepiece prior to purchasing online.We are sorry that we were unable to satisfy this client and hope he finds the watch he desires
First, the entire complaint and demand for refund is arbitrary, as the client is already entitled to a full refund less shipping.This client is comparing a brand new model to an old, discontinued model purchased several years agoWe have repeatedly advised this client to take the item to an authorized dealer to verify authenticityThe client refusesThe client believes that all Omega watches have identical cases and paperwork spanning decades of productionThis is simply not trueThis client has made an erroneous assumption that the timepiece she received is not authentic by comparing this brand new,current model to an old, discontinued modelThere are indeed differences, both in the engravings and in the documentationTo use an analogy, my Ford Explorer does not look like my previous, Ford Explorer That doesn't mean that my car isn't authentic.In addition, the client has articulated that she feels the watch is not authentic because it does not come with a manufacturer warrantyNo watch purchased online comes with a manufacturer warrantyThis includes all items sold by us, and on Amazon, for that matterWe assure you that neither we, nor Amazon, are selling non-authentic timepieces because we don't provide a manufacturer warranty.This client has a very simple solution to alleviate any concerns: Take the item to an authorized dealer, or ship it directly to the manufacturer, and they will easily be able to verify authenticityWhile the client is there, she may wish to compare it to the same model (the current, not discontinued and redesigned model) in order to see that it's identical.Having said all that, the client's purchase was made in a manner such that she is already entitled to a full refund (less shipping), assuming the item is returned with no signs of wear The remainder of the client's story is inaccurate, with the entire assumption of non-authenticity made by having an untrained eye visually compare it to a completely different model
Complaint: I am rejecting this response because:First I have returned the watch per the instructions so no I am not keeping it while complainingThe Best Buy scenario that the business gave is far reaching and irrelevant to the complaint that has been madeThey should have used the analogy of someone who goes to the local car dealership named Authentic Cars and gets shown a green car and to their excitement decides to make a purchase based on the car they are shown but then at time of delivery turns out the car is really black not greenThen once the customer raises the concern over the discrepancy in color everyone at Authentic Cars says "nope that is green you just have to look in the sunlight"This customer then shows that car to everyone he knows and they agree that the car is black not greenSo the customer calls Authentic Cars back and expresses his displeasure and the car dealer has him talk to different people who all keep saying the same thing but not really trying to resolve the problemAll the "customer service" people say is sorry we think its green because the sample we showed you from the manufacturer is green regardless of what the actual car color you receivedIt's the manufacturers problem that their sample car was much greener than what you you really get so we have no obligation to say its black even though deep down we know it really isI mean after all what car deal named Authentic Cars doesn't stand behind a product they sell? So the used car sales manager finally gets on the phone and says the car is green regardless of you and all your friends so if you are not happy you can return your car but we will have to charge you something for our inconvenience even though we bait and switched you I have attached pictures of the watch as shown on their website as well as a picture of the actual watch under the brightest light possible to mimic their argument that "in order to see the green you have to look at it in the sunlight"You can clearly see that the watch is not a slight variation from what was represented on the website at time of purchaseIt's not 10% off color..it's not 25% off color its actually not even close to the color of the watch on the websiteThe watch bezel is so far from the color green in the picture that it can't even be compared to the actual watch receivedThe picture is clearly misleading of the actual color of the watch regardless of whether the seller intentionally set out to mislead consumersI do not believe that is or was their intent I just think they handled the situation very poorlySo what I am complaining about is their inability to acknowledge that the color of the watch as represented at time of sale and the actual watch received have significant color differences then to charge me for what is in my opinion their error.In addition, I have attached screen shots of their website which includes the "authenticity" guarantee as well as other detailsIn no area is there a disclaimer that says the watch or watches sold may be different than what is shown onlineAlso there is no disclaimer that states anything regarding the pictures being more vibrant in color than the actual watchYou cannot show a picture whether manufacturers picture of one color and send another colorThis could be considered deceptive advertising especially when you are offering an offer on that specific product.In summary, my statement about the fact that I would have kept the watch should they have acknowledged the picture is a variation from the actual product or offered as small discountThis was only stated so they could see there were ways to improve their customer experience rather than just continue to argue the color.I simply think it is reasonable that they pay for the shipping considering the facts stated aboveThis is a learning opportunity and they obviously want to just keep stating the same thing regardless of what the pictures show with or without sunlight.Regards, Regards, B [redacted]
Complaint: I am rejecting this response because:I'm not arguing that the seller failed to display whether an item is in stock of under special orderWhat I'm arguing is that the seller failed to properly notify the MAJOR consequences associated with an special order itemIn regards to the analogy utilized, no cashier will cite all aspects of the return policy upon checkout at any retail establishmentHowever, if the item is not an ordinary, such as a final sale (as in my case, a special order), the cashier would inform that the item cannot be returnedDisplaying an item is not in stock is not the same as saying the item has different return policy as other items which is advertised to have no restocking fee Regards, J [redacted] ***
Complaint: I am rejecting this response because: AW have been selective in their response.A money order CANNOT bounceThey have omitted to explain/comment on why I was told "it doesn't matter" when I questioned why I was given conflicting accounts.They have not and cannot justify delays taking months and they are correct that they reduced the repair fee by $to compensate me for the appalling serviceThere were indeed times in the months that I fearedI would never see my watch or my money again and I expressed that sentiment to AW's General ManagerWhen the watch was returned to me the box contained no paperwork explaining what work had been carried out on the watch so it is interesting to read AW's summary of the work carried out in their responseI have e mailed them requesting this information in documentary form for my records.As a post script, and since lodging my original complaint, I have now received a bill from FEDEX for £for admin fee because AW did not provide sufficient detail for my timepiece to clear customs when it was returned after repairI had paid an additional $for the shippingI have spoken to AW about this additional expenseThey are refusing to cover this cost.My watch is currently with a local Breitling dealer being checked to see if the work that I have been billed for has indeed been carried out Regards, K [redacted]
This client did indeed purchase a timepiece from our companyThe timepiece was shipped via FedEx and received by the clientThe client removed all the tags from the timepiece, and the timepiece was worn The client did indeed call to report a problem with the GMT hand, and we did indeed inform him we would do our best to have the service rushedA Bell and Ross timepiece typically takes 6-weeks to service This client called us weeks after it arrived in our facility demanding a full refund, and threatening a charge dispute (repeatedly) He also repeatedly threatened negative reviews, as well as this Revdex.com complaint, if we did not comply with his demands and issue him a full refund on his used watch.We are not able to issue a full refund on the client's used timepiece.This client has agreed to our policies posted online, which clearly articulate that once the tags have been removed, or the timepiece is worn, it cannot be returned for a refundIn addition, the client has set an arbitrary time frame for which he demands that we issue a refundWe are unable to comply with arbitrary time-frames set up by clients, as the service procedure is through the manufacturer, and not under our control.The condition of the clients timepiece is as follows: The strap has been bent to the point of permanent notching on the rubber strapThe buckle has been scratchedThe case has been scratched.As the timepiece was not returned brand new, we are unable to issue a full refund, notwithstanding threats of negative feedback ratings, or fraudulently based charge disputes.We are sorry, however, we are not able to offer this client a full refund on his used timepiece, and a refund has been issued less the depreciation on a used watch
Complaint: I am rejecting this response because: I purchased a new watch, not a used watch I was in possession of the watch for months when it began losing time Why would an month old watch require maintenance? According to Tag Heuer's website, "We recommend a maintenance service after years or a failed water-resistance test." Furthermore, Authenticwatches.com asked for $for maintenance on my watch Tag Heuer's website list cost for maintenance service for a mechanical chronograph watch from $- $ Obviously, Authenticwatches.com is making excuses to not honor their warranty they falsely advertise on their website and charge their customers additional charges for what should be covered under their warranty Regards, J [redacted]
This client has requested a manufacturer warranty cardNeither we, nor any other online retailer, provide a manufacturer warranty card with any timepieceEvery page of our website has a link to our warranty policies, clearly outlining this universal practice implemented by all sellers, worldwide What we and every other online watch vendor in the world offer is our own warranty of merchantabilityThe client agreed to this upon checkout years agoWe are sorry, however, we will not be able to provide this client a manufacturer warranty
This client was indeed shipped a brand new timepieceHowever, by the time it was received back from the client, the timepiece was in very worn conditionHere is, verbatim, the exact description of the condition from the manufacturer: "Bracelet Scratched Bezel Scratched Case Back Scratched Crystal Scratched Dents " Although we are never provided details as to "why" the timepiece may require a movement maintenance (overhaul), the fact that the timepiece had "dents" typically means that impacts have caused problems which need to be rectified.The client has cited that he found that the cost should be far lowerThe client is referencing the cost of a "basic service", whereas his timepiece requires a complete movement maintenance service (overhaul).The client's timepiece will be returned with no intervention within one weekThank you
Complaint: I am rejecting this response because this item is still being advertised as available on your siteThe offers to provide alternative items after written confirmation of my order and charging my credit card were for much more expensive itemsI had no interest in your extended warranty as proposedIt is clear this item was advertised and is currently advertised as a marketing method to attract buyers to the site in order to offer alternative items as a replacementThe use of the term "the item was discontinued" is misleading when the item in question was a discounted watch from the vendor's display
Complaint: I am rejecting this response because:The seller states that they cannot list all their policies on every page of the websiteHowever, from the perspective of the customer, there are some policies that are more important or should be better informed about than other policies, such as the restocking fee which is related to a financial subjectToday many renowned businesses offer free return on their productsIn cases where such a presumption does not hold, the seller would very explicitly let the customer know the exceptionFor example, if you go to a local department store to buy something that is on sale or clearance, the cashier at checkout would inform you that the item is final sale and cannot be returnedIn addition, the cashier usually would not read to the customer the full store policy because it is common sense that customer are mostly concerned about whether the item can be returned rather than some other policy such as price matchAs an online seller, it is more difficult to let the customer know in case where the common presumption that free return is not offered since there lacks person to person communication in online transactionsTherefore, the seller should take more responsibilities to ensure customers are informed about the exceptionI agree, again, that the seller cannot put all the policies on every page of the websiteHowever, the seller is completely capable of putting the stocking fee in a manner that can be more easily identified by customersFor example, on the checkout page, instead of relying the customer to click on the policy link and read the entire policy, the seller can easily add one more check box asking if customer accepts the restocking fee if a special order item is added to the shopping cartIn summary, I believe it is the seller's responsibility to make their restocking fee policy known to customers before purchases are made rather than letting the customer to figure it out on their own since the seller is aware that it is possible that customers may not read their full policy before the purchase.The seller also states that the return policy is listed in bold on the website, which I don't seeWhat I see is "No Restocking Fee" on the top of every page.Regards, J [redacted] ***
Complaint: I am rejecting this response because:Because this business simply keeps ignoring the fact that this watch is not what is represented I took the time to reach out to Breitling Corporate office and shared my experience and pictures of both watches with themAs a result the National Sales Manager contacted me back and clarified that in fact this is not the same watch as he pointed out the discrepancies between the watches and also stated that the watch bezel looks to be blackI have attached his email for your review however this is just a quote to provide context."In the photo of the actual watch you sent, the hands on the sub dials (small dials at and 9) are not silver as they are pictured on the watch on the site The hands on the actual are red and the bezel appears to be black, not green".Yes it is pretty clear what is going on hereA company that claims to sell authentic watches actually sells watches that are not as authentic as they representIf Breitling feels the watch is not the same then I am going to assume they know what they are talking aboutSo while I thank you for your offer to credit my card less fees we will be disputing all charges because of your failure to send me what we orderedThis is allowed per the rules of my credit card to protect consumers from fraudIn fact I am considering filing a claim in court for advertising and the obtain a refund for the fees I spent to ship the watch back as a matter of principle and to avoid others from having the same issue in the future.I simply can't wait until you get the package and verify that the watch is not the same as stated by Breitling! CheckMic drop! Regards, B [redacted]
We are sorry for any inconvenienceWe are not attempting to brag regarding technologyIt is standard operating procedure for most businesses which carry high value merchandise to have surveillance in place Our video evidence clearly shows that a complete, factory sealed bracelet was shipped to the client, which did include the end piecesWe are neither able to issue a refund, nor a replacement, for the following reasons:# There is a hour window to report any discrepancies after receiptIt took this client in excess of weeks to report that "a piece is missing."# Despite the foregoing policy, we were more than willing to check and see if there was indeed an error madeAs our surveillance system stores files for days, we went back and checked the videoThe video clearly demonstrates that this client received a complete bracelet with no components missing or omitted.Accordingly, we are not able to issue a refund, nor a replacement, of the itemWe apologize for any inconvenienceThank you
This client purchased a special order timepieceThe lead time is clearly posted as "Usually Ships Within Months" in red lettering immediately above the priceIn addition, the same text "Usually Ships Within Months" is written at the top of the item description in black and white.The lead time for the item is clearly and conspicuously posted multiple times, in multiple locationsThe client has also stated that we do not post that there would be a 10% cancellation fee, then clarifying that we have "hidden" it.Our system does not allow for checkout on our website until our policies have been read and agreed toThis client agreed to our policies on 10/27/and we have his electronic agreement and IP address on record.All companies have policies, and no company can possibly list all of their policies on every page of the websiteAs with every other online company, we have a link to our policies for all to reviewThe return policy that the client is referencing is in bold on the top of every single page of our websiteIn that return policy, it does indeed state that we assess a 10% cancellation fee for cancelled special ordersThis is not done arbitrarilyIn a business where are markup is only about 5-10%, and special order items are typically 25% more than in stock item, we lose a substantial amount of money on cancelled special ordersOnce we place the orders with our vendors, we cannot cancel them Therefore, we now have to list the item at a price that is not competitive (as it was listed at a special order price, far higher than in stock prices).We apologize, however, we will not be able to issue any further refunds as outlined in our policies
Revdex.com: I am quite disappointed in your offensive reply and nonsense examplesYou make me sound like a felony seeking for gain from you I was just expressing my thoughts as a client because you did not explain in detail on why the repair was not covered by the warranty How many customers will accept without hesitation that the product breaking is their fault when two different types of malfunctions happen within a few months after their purchase of a new watch? You did not give any detailed information on the previous emails and that is why I am wasting my time here Regarding the Omega Seamaster, I did not even mention that it was an defective watch nor did I ask you to repair it without any remitting payment as seen in my previous commentI just mentioned it because I received the reply from you explaining how it is not covered by the warranty without any detailed explanation It is ridiculous that you used the “crashed car” as an exampleI did not throw the watch to break itOnce again, I am very disappointed and exasperated about your company’s attitude towards clientsThis was a complete waste of my timeI have many watches and these two are the only ones that broke downI hope this is just bad luckOf course, please return my watches with no further intervention Regards, H [redacted] **
All information stated in our previous response is accurateWe cannot issue refunds on used timepieces, and will not be able to issue the client a refund within daysThe timepiece is being serviced under warranty, in accordance with the terms the client agreed to upon checkoutThe time-line being claimed is completely untrueHe signed and dated his RMA form on 8/4/2015, meaning he sent it on or after that dateThe package arrived on 8/13/Today is 9/30/ In his rebuttal, he claims "it has nearly been days now"It has actually been precisely daysThat is nowhere near the days the client claims.Threats of legal action do not alleviate the client of his contractual obligations to agree with our policies, and have no effect on the course of action we will take.Our warranty of merchantability is pretty standard, and is in full compliance with the law (UCC § 2-316)Furthermore, our system will not allow for checkout until a client has agreed to our policies, The client electronically agreed to said policies on July 15th, at precisely 8:04:pm PST Finally, he physically signed the RMA form agreeing to our policies, and dated his signature to be on 8/4/The fact that he has agreed to our policies, both electronically, and via wet signature, clearly indicate acceptance of said terms, precluding him from being able to successfully pursue any legal action due to his limited remedies as contractually agreed upon (UCC § 2-719).We will return this client's timepiece once warranty servicing has been completeThank you
Complaint: I am rejecting this response because: Quite simply, they are lyingThis is their M.O.--read their responses to other complaints Interesting that after holding my watch hostage for over THREE MONTHS, they respond with a lengthy diatribe in less than THREE HOURSThe only reason I didn't include the rest of their shoddy warranty is I was limited in characters allowedA few facts: My watch stopped moving (a "movement" issue stated as covered) after less than a YEAR After TWO months, it was explained to me that it had been sent to an "authorized" repair shop, and they would not have any update for at least another month When I asked to speak to the shop--to understand what was really going on--they refused to provide any names or contacts for me to speak with--saying their companies they deal with would NEVER let them do so...sound shady?? I think so After waiting the additional month--I was informed that said technician/shop has evaluated my watch and determined that--big surprise--it needs a complete overhaul...after less than a year...for a brand I have owned (and still do) for years and have NEVER needed this type of service IF they use so-called "authorized repair shops", there should be no issue with me speaking with the shop to better understand what is happening They do not allow Furthermore--while I have no idea whom I was REALLY speaking to a month or so ago--he told me point blank he was the OWNER For whomever crafted the response to state I "fabricated" that story is further evidence of the shady business practices Authenticwatches.com employs To paint ME as a LIAR is unconscionableI will not let this go I suggest you call some of the others complaining and SPEAK LIVE with them...ask them to tell their story...it will likely reflect the situation I have related, and you will see a pattern that this is NOT an outlying situation--but the RULE when they sell shoddy merchandise The other aspect that has bothered me is that--throughout this entire process--there has never been one iota of responsibility taken by the retailer, or even contrition on the hassle their system causes their customers...everything is someone elses fault and no doubt their next ploy will be to say that I somehow misused or mishandled my watch...which--I can tell you right now--is not at all the case The watch has never been dropped, under water, or even bumped...when I sent it, it had no discernible dents or scratches or missing pieces...BOTTOM LINE: THESE GUYS ARE CROOKS WHO REFUSE TO HONOR THEIR SO-CALLED WARRANTY OR STAND BEHIND THEIR PRODUCTS AND/OR SERVICE Again, their A+ rating is a SHAM, and devalues the rating provided to companies who truly EARNED and DESERVE such a rating This is a joke I am happy to speak live to either Revdex.com or even Authenticwatches to resolve Until such resolution--I will maintain they are criminal in their actions and intent Regards, [redacted]
I have spoken extensively with this client today The timepiece was returned damaged, as evidenced by the photographs previously attachedThe client claims there is "a scratch" on the bezelIn reality, the entire bezel is full of scratches and impact pointsFurther, the entire case is full of scratches and impact points.The client continuously, and repeatedly, referred to the call he had placed a year agoInsisting it wasn't the crown He stated he had called because there was a scratch on the bezelThis makes no senseAn analogy would be for me to call Ford a year after purchasing my car to report a scratch in the paint, and citing it as a defectUpon informing the client that the massive impact point located on the lug of the watch is what may have caused the movement to stop, he informed me that he remembers the impact happened months ago, so that couldn't be it Moments later, he said that it had happened a year ago, and that he wasn't calling about the crown or the bezel, but he was calling to report that impact point on the lug!The client has repeatedly modified his account, and has repeatedly attempted to evade responsibility for having levied severe damage to his timepieceAgain, photographs of the timepiece were attached in our initial response.However, all of this is a moot point The timepiece is being shipped to the authorized service center for analysis, and an estimate for repair of the damages will be provided to the clientHe can, at that point, remit payment and accept, or request that we recall the timepiece to be returned to him.We do not have any documentation regarding the manufacture date of the timepiece, nor would we provide the client with internal company documentation had we had such
This client has several complaints, and we will be happy to address themHere are the key elements:#- Client asserts money orders cannot bounce.#- Client asserts that the words "It doesn't matter" were used sequentially during the course of one of the telephone calls he made to us.#- Client asserts that there was no documentation included in the box; claims he doesn't know what was done to the watch.#- Client asserts that a shipping error on our part cost him £Complaint #1: This client has claimed that a money order cannot bounceThis is simply not trueI cannot provide a logical argument to a claim which is simply not trueMoney orders can, and do bounce; my previous statement on this matter is factualComplaint #2: The words "It doesn't matter" are words in the English language, and may be utilized to describe an event which does not have any impact on anything (hence, not mattering)I cannot speculate on the specific context in which these words, which the client seems to have memorized from five months ago, may or may not have been utteredThe client did repeatedly and incessantly contact us regarding this non-issue of the bounced money order which had precisely zero impact on the timeline of his repairPerhaps on one of his multiple, accusatory calls, he prompted a representative to respond with something along the lines of "With regards to the erroneous email we sent, it doesn't matter because we realized it wasn't your money order that had bounced right away, and therefore there were no ensuing delays." I can neither confirm, nor deny, that the piercing words of "It doesn't matter" were sequentially, or non-sequentially utilized by a representativeHad the words "It doesn't matter" been uttered, we don't see the utilization of such to be worthy of alleviating the client of the costs of repairs for substantially damaging his timepieceTo our knowledge, the words "It", "doesn't", nor "matter", are not profane nor offensive in any way.Complaint #3: No "documentation" is ever included with servicing The client was made aware of what services were rendered, because he received an estimate for said services (in writing), and the services he has paid for were providedThe services rendered were discussed repeatedly; the client called and discussed these services with me personallyOne of the telephone calls placed to us was on 9/22/15, where I personally explained to him all the services being renderedThe services rendered were: Crown replaced, middle case replaced, maintenance service Complaint #4: There were no errors in shipping the client his timepieceThe £the client is referring to are brokerage fees assessed for importation of goods from abroadOur policies and procedures clearly articulate that the duties, VAT, customs, import taxes, and/or brokerage fees are to be paid by the recipientThis client will not receive any further discounts, refunds, rebates, nor any other form of compensationWe have absorbed $of the cost of repair for no reason other than to please this clientWe had no obligation whatsoever to absorb a portion of the cost of repairs, as it was a clear cut case of the client damaging the timepieceWe did so simply as a gesture of good customer service We are sorry to hear the client is so upset, however, no further discounts nor refunds can be issued on this, nor any future products or servicesThank you
We have a day return policy, which is among the most lenient return policies in the business (most companies offer day or day policies)If an item is returned after the expiration of the returns period, we are not able to issue a full refundOur policies indicate that the item must be received back within days of shipmentThe client feels that our policies should be in line with the IRS; they are notWe are www.AuthenticWatches.com, and neither our policies, practices, nor nature of entity are similar to the IRSWe do not have a "postmarked by" return policy.This client's returned items arrived after the day returns period had expiredAccordingly, the client cannot be issued a full refund, and was issued a refund less 10%We are not able to refund this client any additional sumThank you
This client feels his timepiece is not as green as he would like it to beThere is no "misrepresentation" when the client is shown the manufacturer stock photograph and is shipped the manufacturer's itemWe are truly sorry to hear this client is displeased, however, there is no scenario possible in which he could receive this timepiece with a brighter green hue, unless he chooses to purchase some form of customized replica.We only sell authentic timepieces, and cannot make the bezel any brighter for the client.The client wished to be provided an acknowledgement of wrongdoing, and offered a discount, to keep the timepieceAs there was no wrongdoing, we are unable to accommodate either of the client's requestsWe feel the analogy provided in the foregoing response was indeed an accurate depiction of what is taking place hereThere is no "scam" and there is no malicious intent by us when we post the manufacturer's picture and ship the manufacturer's itemThis client is well aware of these factsIt is entirely his prerogative to make false, hyperbolic claims (such as "SCAM ALERT" with the hashtag "notauthenticwatches" with the full knowledge that there is no scam, and the full knowledge that the timepiece he received is indeed authenticNo policy shift will take place in order to accommodate requests for monies not owed to an individualA company engaging in a "scam" does not typically offer full refunds to client's which are dissatisfiedIt is not a "scam" for a company to refuse to simply dish out money to a client, under threat of social media posts, when there have been no errors made by said companyIf the client doubts authenticity in any way, he is more than welcome to take the timepiece directly to any authorized dealer for authentication.Our policies are posted online, and our system does not allow checkout until such policies have been agreed toThese policies outline that there may be slight variances in a photograph online from the actual itemThe reason for this is that photographs of an item on a monitor can vary slightly from an actual itemThe intensity of flash, type of lighting, ambient lighting, shading, etccan result in several different looking photographs of the same itemIn addition to this, the same photograph displayed on a set of different monitors, all with potentially different settings, will also result in a slight variance in appearanceFinally, many items we carry have natural stones or jewels (e.gMother of Pearl, diamonds, et.al.) Various angles of the a mother of pearl dial will produce significantly different hues and coloration, with a "white mother of pearl" dial appearing light pink, light blue, or white, depending on the angle and lighting Various light intensity, type of lighting (LED, incandescent, fluorescent) when photographs are taken of diamonds will produce significant variances in diamond brightness and apparent clarityIf the client had purchased a diamond bezel watch, and then informed us that the diamonds aren't as shiny as he thought they would be, we would offer a return for refund (as we have in this case); we would not be able to admit some sort of fault, or provide some sort of compensation (as we cannot in this case).Short of incorrectly admitting fault where there is none, and short of simply giving the client monies not owed to him, we do not see any way of satisfying this clientIt is quite evident what is actually taking place.We are happy to hear the timepiece is being returned, and will issue the client a full refund less shipping fees in accordance with our policies posted onlineWe hope this client is successful in finding a timepiece he feels is suitable to his needsWe always recommend that a client visit a local authorized dealer in order to get a good idea of not just a three dimensional in-person appearance, but also the weight and feel of any timepiece prior to purchasing online.We are sorry that we were unable to satisfy this client and hope he finds the watch he desires
First, the entire complaint and demand for refund is arbitrary, as the client is already entitled to a full refund less shipping.This client is comparing a brand new model to an old, discontinued model purchased several years agoWe have repeatedly advised this client to take the item to an authorized dealer to verify authenticityThe client refusesThe client believes that all Omega watches have identical cases and paperwork spanning decades of productionThis is simply not trueThis client has made an erroneous assumption that the timepiece she received is not authentic by comparing this brand new,current model to an old, discontinued modelThere are indeed differences, both in the engravings and in the documentationTo use an analogy, my Ford Explorer does not look like my previous, Ford Explorer That doesn't mean that my car isn't authentic.In addition, the client has articulated that she feels the watch is not authentic because it does not come with a manufacturer warrantyNo watch purchased online comes with a manufacturer warrantyThis includes all items sold by us, and on Amazon, for that matterWe assure you that neither we, nor Amazon, are selling non-authentic timepieces because we don't provide a manufacturer warranty.This client has a very simple solution to alleviate any concerns: Take the item to an authorized dealer, or ship it directly to the manufacturer, and they will easily be able to verify authenticityWhile the client is there, she may wish to compare it to the same model (the current, not discontinued and redesigned model) in order to see that it's identical.Having said all that, the client's purchase was made in a manner such that she is already entitled to a full refund (less shipping), assuming the item is returned with no signs of wear The remainder of the client's story is inaccurate, with the entire assumption of non-authenticity made by having an untrained eye visually compare it to a completely different model
Complaint: I am rejecting this response because:First I have returned the watch per the instructions so no I am not keeping it while complainingThe Best Buy scenario that the business gave is far reaching and irrelevant to the complaint that has been madeThey should have used the analogy of someone who goes to the local car dealership named Authentic Cars and gets shown a green car and to their excitement decides to make a purchase based on the car they are shown but then at time of delivery turns out the car is really black not greenThen once the customer raises the concern over the discrepancy in color everyone at Authentic Cars says "nope that is green you just have to look in the sunlight"This customer then shows that car to everyone he knows and they agree that the car is black not greenSo the customer calls Authentic Cars back and expresses his displeasure and the car dealer has him talk to different people who all keep saying the same thing but not really trying to resolve the problemAll the "customer service" people say is sorry we think its green because the sample we showed you from the manufacturer is green regardless of what the actual car color you receivedIt's the manufacturers problem that their sample car was much greener than what you you really get so we have no obligation to say its black even though deep down we know it really isI mean after all what car deal named Authentic Cars doesn't stand behind a product they sell? So the used car sales manager finally gets on the phone and says the car is green regardless of you and all your friends so if you are not happy you can return your car but we will have to charge you something for our inconvenience even though we bait and switched you I have attached pictures of the watch as shown on their website as well as a picture of the actual watch under the brightest light possible to mimic their argument that "in order to see the green you have to look at it in the sunlight"You can clearly see that the watch is not a slight variation from what was represented on the website at time of purchaseIt's not 10% off color..it's not 25% off color its actually not even close to the color of the watch on the websiteThe watch bezel is so far from the color green in the picture that it can't even be compared to the actual watch receivedThe picture is clearly misleading of the actual color of the watch regardless of whether the seller intentionally set out to mislead consumersI do not believe that is or was their intent I just think they handled the situation very poorlySo what I am complaining about is their inability to acknowledge that the color of the watch as represented at time of sale and the actual watch received have significant color differences then to charge me for what is in my opinion their error.In addition, I have attached screen shots of their website which includes the "authenticity" guarantee as well as other detailsIn no area is there a disclaimer that says the watch or watches sold may be different than what is shown onlineAlso there is no disclaimer that states anything regarding the pictures being more vibrant in color than the actual watchYou cannot show a picture whether manufacturers picture of one color and send another colorThis could be considered deceptive advertising especially when you are offering an offer on that specific product.In summary, my statement about the fact that I would have kept the watch should they have acknowledged the picture is a variation from the actual product or offered as small discountThis was only stated so they could see there were ways to improve their customer experience rather than just continue to argue the color.I simply think it is reasonable that they pay for the shipping considering the facts stated aboveThis is a learning opportunity and they obviously want to just keep stating the same thing regardless of what the pictures show with or without sunlight.Regards, Regards, B [redacted]
Complaint: I am rejecting this response because:I'm not arguing that the seller failed to display whether an item is in stock of under special orderWhat I'm arguing is that the seller failed to properly notify the MAJOR consequences associated with an special order itemIn regards to the analogy utilized, no cashier will cite all aspects of the return policy upon checkout at any retail establishmentHowever, if the item is not an ordinary, such as a final sale (as in my case, a special order), the cashier would inform that the item cannot be returnedDisplaying an item is not in stock is not the same as saying the item has different return policy as other items which is advertised to have no restocking fee Regards, J [redacted] ***
Complaint: I am rejecting this response because: AW have been selective in their response.A money order CANNOT bounceThey have omitted to explain/comment on why I was told "it doesn't matter" when I questioned why I was given conflicting accounts.They have not and cannot justify delays taking months and they are correct that they reduced the repair fee by $to compensate me for the appalling serviceThere were indeed times in the months that I fearedI would never see my watch or my money again and I expressed that sentiment to AW's General ManagerWhen the watch was returned to me the box contained no paperwork explaining what work had been carried out on the watch so it is interesting to read AW's summary of the work carried out in their responseI have e mailed them requesting this information in documentary form for my records.As a post script, and since lodging my original complaint, I have now received a bill from FEDEX for £for admin fee because AW did not provide sufficient detail for my timepiece to clear customs when it was returned after repairI had paid an additional $for the shippingI have spoken to AW about this additional expenseThey are refusing to cover this cost.My watch is currently with a local Breitling dealer being checked to see if the work that I have been billed for has indeed been carried out Regards, K [redacted]
This client did indeed purchase a timepiece from our companyThe timepiece was shipped via FedEx and received by the clientThe client removed all the tags from the timepiece, and the timepiece was worn The client did indeed call to report a problem with the GMT hand, and we did indeed inform him we would do our best to have the service rushedA Bell and Ross timepiece typically takes 6-weeks to service This client called us weeks after it arrived in our facility demanding a full refund, and threatening a charge dispute (repeatedly) He also repeatedly threatened negative reviews, as well as this Revdex.com complaint, if we did not comply with his demands and issue him a full refund on his used watch.We are not able to issue a full refund on the client's used timepiece.This client has agreed to our policies posted online, which clearly articulate that once the tags have been removed, or the timepiece is worn, it cannot be returned for a refundIn addition, the client has set an arbitrary time frame for which he demands that we issue a refundWe are unable to comply with arbitrary time-frames set up by clients, as the service procedure is through the manufacturer, and not under our control.The condition of the clients timepiece is as follows: The strap has been bent to the point of permanent notching on the rubber strapThe buckle has been scratchedThe case has been scratched.As the timepiece was not returned brand new, we are unable to issue a full refund, notwithstanding threats of negative feedback ratings, or fraudulently based charge disputes.We are sorry, however, we are not able to offer this client a full refund on his used timepiece, and a refund has been issued less the depreciation on a used watch
Complaint: I am rejecting this response because: I purchased a new watch, not a used watch I was in possession of the watch for months when it began losing time Why would an month old watch require maintenance? According to Tag Heuer's website, "We recommend a maintenance service after years or a failed water-resistance test." Furthermore, Authenticwatches.com asked for $for maintenance on my watch Tag Heuer's website list cost for maintenance service for a mechanical chronograph watch from $- $ Obviously, Authenticwatches.com is making excuses to not honor their warranty they falsely advertise on their website and charge their customers additional charges for what should be covered under their warranty Regards, J [redacted]
This client has requested a manufacturer warranty cardNeither we, nor any other online retailer, provide a manufacturer warranty card with any timepieceEvery page of our website has a link to our warranty policies, clearly outlining this universal practice implemented by all sellers, worldwide What we and every other online watch vendor in the world offer is our own warranty of merchantabilityThe client agreed to this upon checkout years agoWe are sorry, however, we will not be able to provide this client a manufacturer warranty
This client was indeed shipped a brand new timepieceHowever, by the time it was received back from the client, the timepiece was in very worn conditionHere is, verbatim, the exact description of the condition from the manufacturer: "Bracelet Scratched Bezel Scratched Case Back Scratched Crystal Scratched Dents " Although we are never provided details as to "why" the timepiece may require a movement maintenance (overhaul), the fact that the timepiece had "dents" typically means that impacts have caused problems which need to be rectified.The client has cited that he found that the cost should be far lowerThe client is referencing the cost of a "basic service", whereas his timepiece requires a complete movement maintenance service (overhaul).The client's timepiece will be returned with no intervention within one weekThank you
Complaint: I am rejecting this response because this item is still being advertised as available on your siteThe offers to provide alternative items after written confirmation of my order and charging my credit card were for much more expensive itemsI had no interest in your extended warranty as proposedIt is clear this item was advertised and is currently advertised as a marketing method to attract buyers to the site in order to offer alternative items as a replacementThe use of the term "the item was discontinued" is misleading when the item in question was a discounted watch from the vendor's display
Complaint: I am rejecting this response because:The seller states that they cannot list all their policies on every page of the websiteHowever, from the perspective of the customer, there are some policies that are more important or should be better informed about than other policies, such as the restocking fee which is related to a financial subjectToday many renowned businesses offer free return on their productsIn cases where such a presumption does not hold, the seller would very explicitly let the customer know the exceptionFor example, if you go to a local department store to buy something that is on sale or clearance, the cashier at checkout would inform you that the item is final sale and cannot be returnedIn addition, the cashier usually would not read to the customer the full store policy because it is common sense that customer are mostly concerned about whether the item can be returned rather than some other policy such as price matchAs an online seller, it is more difficult to let the customer know in case where the common presumption that free return is not offered since there lacks person to person communication in online transactionsTherefore, the seller should take more responsibilities to ensure customers are informed about the exceptionI agree, again, that the seller cannot put all the policies on every page of the websiteHowever, the seller is completely capable of putting the stocking fee in a manner that can be more easily identified by customersFor example, on the checkout page, instead of relying the customer to click on the policy link and read the entire policy, the seller can easily add one more check box asking if customer accepts the restocking fee if a special order item is added to the shopping cartIn summary, I believe it is the seller's responsibility to make their restocking fee policy known to customers before purchases are made rather than letting the customer to figure it out on their own since the seller is aware that it is possible that customers may not read their full policy before the purchase.The seller also states that the return policy is listed in bold on the website, which I don't seeWhat I see is "No Restocking Fee" on the top of every page.Regards, J [redacted] ***
Complaint: I am rejecting this response because:Because this business simply keeps ignoring the fact that this watch is not what is represented I took the time to reach out to Breitling Corporate office and shared my experience and pictures of both watches with themAs a result the National Sales Manager contacted me back and clarified that in fact this is not the same watch as he pointed out the discrepancies between the watches and also stated that the watch bezel looks to be blackI have attached his email for your review however this is just a quote to provide context."In the photo of the actual watch you sent, the hands on the sub dials (small dials at and 9) are not silver as they are pictured on the watch on the site The hands on the actual are red and the bezel appears to be black, not green".Yes it is pretty clear what is going on hereA company that claims to sell authentic watches actually sells watches that are not as authentic as they representIf Breitling feels the watch is not the same then I am going to assume they know what they are talking aboutSo while I thank you for your offer to credit my card less fees we will be disputing all charges because of your failure to send me what we orderedThis is allowed per the rules of my credit card to protect consumers from fraudIn fact I am considering filing a claim in court for advertising and the obtain a refund for the fees I spent to ship the watch back as a matter of principle and to avoid others from having the same issue in the future.I simply can't wait until you get the package and verify that the watch is not the same as stated by Breitling! CheckMic drop! Regards, B [redacted]
We are sorry for any inconvenienceWe are not attempting to brag regarding technologyIt is standard operating procedure for most businesses which carry high value merchandise to have surveillance in place Our video evidence clearly shows that a complete, factory sealed bracelet was shipped to the client, which did include the end piecesWe are neither able to issue a refund, nor a replacement, for the following reasons:# There is a hour window to report any discrepancies after receiptIt took this client in excess of weeks to report that "a piece is missing."# Despite the foregoing policy, we were more than willing to check and see if there was indeed an error madeAs our surveillance system stores files for days, we went back and checked the videoThe video clearly demonstrates that this client received a complete bracelet with no components missing or omitted.Accordingly, we are not able to issue a refund, nor a replacement, of the itemWe apologize for any inconvenienceThank you
This client purchased a special order timepieceThe lead time is clearly posted as "Usually Ships Within Months" in red lettering immediately above the priceIn addition, the same text "Usually Ships Within Months" is written at the top of the item description in black and white.The lead time for the item is clearly and conspicuously posted multiple times, in multiple locationsThe client has also stated that we do not post that there would be a 10% cancellation fee, then clarifying that we have "hidden" it.Our system does not allow for checkout on our website until our policies have been read and agreed toThis client agreed to our policies on 10/27/and we have his electronic agreement and IP address on record.All companies have policies, and no company can possibly list all of their policies on every page of the websiteAs with every other online company, we have a link to our policies for all to reviewThe return policy that the client is referencing is in bold on the top of every single page of our websiteIn that return policy, it does indeed state that we assess a 10% cancellation fee for cancelled special ordersThis is not done arbitrarilyIn a business where are markup is only about 5-10%, and special order items are typically 25% more than in stock item, we lose a substantial amount of money on cancelled special ordersOnce we place the orders with our vendors, we cannot cancel them Therefore, we now have to list the item at a price that is not competitive (as it was listed at a special order price, far higher than in stock prices).We apologize, however, we will not be able to issue any further refunds as outlined in our policies
Revdex.com: I am quite disappointed in your offensive reply and nonsense examplesYou make me sound like a felony seeking for gain from you I was just expressing my thoughts as a client because you did not explain in detail on why the repair was not covered by the warranty How many customers will accept without hesitation that the product breaking is their fault when two different types of malfunctions happen within a few months after their purchase of a new watch? You did not give any detailed information on the previous emails and that is why I am wasting my time here Regarding the Omega Seamaster, I did not even mention that it was an defective watch nor did I ask you to repair it without any remitting payment as seen in my previous commentI just mentioned it because I received the reply from you explaining how it is not covered by the warranty without any detailed explanation It is ridiculous that you used the “crashed car” as an exampleI did not throw the watch to break itOnce again, I am very disappointed and exasperated about your company’s attitude towards clientsThis was a complete waste of my timeI have many watches and these two are the only ones that broke downI hope this is just bad luckOf course, please return my watches with no further intervention Regards, H [redacted] **
All information stated in our previous response is accurateWe cannot issue refunds on used timepieces, and will not be able to issue the client a refund within daysThe timepiece is being serviced under warranty, in accordance with the terms the client agreed to upon checkoutThe time-line being claimed is completely untrueHe signed and dated his RMA form on 8/4/2015, meaning he sent it on or after that dateThe package arrived on 8/13/Today is 9/30/ In his rebuttal, he claims "it has nearly been days now"It has actually been precisely daysThat is nowhere near the days the client claims.Threats of legal action do not alleviate the client of his contractual obligations to agree with our policies, and have no effect on the course of action we will take.Our warranty of merchantability is pretty standard, and is in full compliance with the law (UCC § 2-316)Furthermore, our system will not allow for checkout until a client has agreed to our policies, The client electronically agreed to said policies on July 15th, at precisely 8:04:pm PST Finally, he physically signed the RMA form agreeing to our policies, and dated his signature to be on 8/4/The fact that he has agreed to our policies, both electronically, and via wet signature, clearly indicate acceptance of said terms, precluding him from being able to successfully pursue any legal action due to his limited remedies as contractually agreed upon (UCC § 2-719).We will return this client's timepiece once warranty servicing has been completeThank you
Complaint: I am rejecting this response because: Quite simply, they are lyingThis is their M.O.--read their responses to other complaints Interesting that after holding my watch hostage for over THREE MONTHS, they respond with a lengthy diatribe in less than THREE HOURSThe only reason I didn't include the rest of their shoddy warranty is I was limited in characters allowedA few facts: My watch stopped moving (a "movement" issue stated as covered) after less than a YEAR After TWO months, it was explained to me that it had been sent to an "authorized" repair shop, and they would not have any update for at least another month When I asked to speak to the shop--to understand what was really going on--they refused to provide any names or contacts for me to speak with--saying their companies they deal with would NEVER let them do so...sound shady?? I think so After waiting the additional month--I was informed that said technician/shop has evaluated my watch and determined that--big surprise--it needs a complete overhaul...after less than a year...for a brand I have owned (and still do) for years and have NEVER needed this type of service IF they use so-called "authorized repair shops", there should be no issue with me speaking with the shop to better understand what is happening They do not allow Furthermore--while I have no idea whom I was REALLY speaking to a month or so ago--he told me point blank he was the OWNER For whomever crafted the response to state I "fabricated" that story is further evidence of the shady business practices Authenticwatches.com employs To paint ME as a LIAR is unconscionableI will not let this go I suggest you call some of the others complaining and SPEAK LIVE with them...ask them to tell their story...it will likely reflect the situation I have related, and you will see a pattern that this is NOT an outlying situation--but the RULE when they sell shoddy merchandise The other aspect that has bothered me is that--throughout this entire process--there has never been one iota of responsibility taken by the retailer, or even contrition on the hassle their system causes their customers...everything is someone elses fault and no doubt their next ploy will be to say that I somehow misused or mishandled my watch...which--I can tell you right now--is not at all the case The watch has never been dropped, under water, or even bumped...when I sent it, it had no discernible dents or scratches or missing pieces...BOTTOM LINE: THESE GUYS ARE CROOKS WHO REFUSE TO HONOR THEIR SO-CALLED WARRANTY OR STAND BEHIND THEIR PRODUCTS AND/OR SERVICE Again, their A+ rating is a SHAM, and devalues the rating provided to companies who truly EARNED and DESERVE such a rating This is a joke I am happy to speak live to either Revdex.com or even Authenticwatches to resolve Until such resolution--I will maintain they are criminal in their actions and intent Regards, [redacted]
I have spoken extensively with this client today The timepiece was returned damaged, as evidenced by the photographs previously attachedThe client claims there is "a scratch" on the bezelIn reality, the entire bezel is full of scratches and impact pointsFurther, the entire case is full of scratches and impact points.The client continuously, and repeatedly, referred to the call he had placed a year agoInsisting it wasn't the crown He stated he had called because there was a scratch on the bezelThis makes no senseAn analogy would be for me to call Ford a year after purchasing my car to report a scratch in the paint, and citing it as a defectUpon informing the client that the massive impact point located on the lug of the watch is what may have caused the movement to stop, he informed me that he remembers the impact happened months ago, so that couldn't be it Moments later, he said that it had happened a year ago, and that he wasn't calling about the crown or the bezel, but he was calling to report that impact point on the lug!The client has repeatedly modified his account, and has repeatedly attempted to evade responsibility for having levied severe damage to his timepieceAgain, photographs of the timepiece were attached in our initial response.However, all of this is a moot point The timepiece is being shipped to the authorized service center for analysis, and an estimate for repair of the damages will be provided to the clientHe can, at that point, remit payment and accept, or request that we recall the timepiece to be returned to him.We do not have any documentation regarding the manufacture date of the timepiece, nor would we provide the client with internal company documentation had we had such