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Review: I purchased a discontinued model from [redacted] and the watch face fell off after only 3-4 times wearing it. The hand was slightly bent due to the face falling off. I sent it into [redacted] for repair and was told they could not repair the watch under the warrnty or not under the warranty as they did not retain the parts for this particular model. They told me they could however give me a new watch at dealer cost. I declined this offer as I do not have the financial means to spend another $300 on an additional watch. I requested the watch be sent back to me, upon its returend the face is now scratched and all the hands are bent. It is in far worse shape now then it ever was before. I own 7 [redacted] watches and have been a loyal customer but have been treated like a second rate citizen since I unknowingly purchased a discontinued model. My request of [redacted] was to send me a replacement of a similar model. They declined.Desired Settlement: Requesting replacement of watch with similar model due to unsatisfacotry product and inability to fix it. Item No [redacted]

Business

Response:

On 8/**/13,

we received a watch from Mr. [redacted]. As is standard operating procedure, consumer address, identification of watch model, condition of the watch (detailed below) was noted on the consumer log (control [redacted]).

• Crystal was completely detached and damaged,

• Hand(s) were bent out of shape

• Watch was not running

• Watchband had been removed

We advised Mr. [redacted] that we no longer have parts for this model as it is discontinued (approx. 8 years old). The watch was badly damaged

when received. We advised that it could not be serviced.

As a courtesy we offered a replacement at 50% off the cost of any other watch in our line. He declined the offer and asked that his watch be returned

to him unrepaired -we complied. Watched was sent out on 9/**.. On 9/** - he sent an email saying that his watch was in worse shape. No services were performed on the watch, as there were no parts.

All watches are received and examined by our watch technicians and their condition entered Into the system for record keeping purposes. All communication is detailed in the consumer log.

Sincerely,

Services