Fast Fix Jewelry and Watch Repair

I am rejecting this response because: Watch was purchased on 12/29/taken to Fast Fix on 8/12/along with second watchWatch in question was placed in sealed bag opened at home on 8/26/noticed crown missing and watch had stopped workingReturned to fast fix on 8/27/spoke with Mr [redacted] at this time long discussion taken place with no satisfied response as he stated that he could repair the watch however he was unable to provide original parts in which I was not willing to do so I proceeded to send watch out for repair to authorized dealer by [redacted] Watch sent out on 8/27/returned to me on 9/16/with estimate of as noted on provided documentationReturned to Fast Fix again spoke with Mr [redacted] presented him with the estimate documentation also presented him with a Demand for Payment letter for filing of small claims proceedingsDuring this encounter again long discussion taken place in which I turned my phone on and stated I'm recording this due to your inconsistency of changing statementsMr *** aware phone on tableDuring lengthy discussion I was told original part would be ordered and watch be repaired along with a 2yr part warranty as [redacted] issueson 9/25/called from store told watch would be ready on Monday 9/25/to await final callNo call on 9/25/I called on 9/26/which [redacted] employee stated watch ready however Mr [redacted] not in store unaware when he would be in I asked to get a date and time to meet with Mr [redacted] no final responseAgain, contacted on 9/30/stating watch repaired but owner not in asked them to set a specific date and time to meet with ownerreceived call back on 10/1/Mr [redacted] would be there on 10/5/at 1:00pm agreed on date and timeon final date of meet called store in advance spoke with jewelry repair employee ( [redacted] ) I believe he stated unaware if owner would be in at all that he would call me back received call back and proceeded to store on 10/5/Met with Mr [redacted] watch with crown and stem per his statement also now I asked for the yr warranty as previous visit was stated he went round and round how he needed proof of what [redacted] offered online website paged showed to himOn received receipt he wrote in an extended yr warranty for movement parts only not the yr warranty as he had mentioned on discussion 9/17/I've included the receipts for drop off and pick up from Fast Fix with his warranty also have included purchase receipt, estimate for fixing of watch I have noticed Fast Fix including paperwork not as accurate as the one I have in my possession therefore still feel this business is untrustworthy and does not act as business who follow regulations, compliance and who care about their customers needs adequately

Hello [redacted] , Thank you for mailing out the response letterAlthough this response expresses customer's subjective opinion only which I respect, I have noticed there are few important facts that need to be brought to your attentionAs mentioned below in my previous email she came in on August for a battery replacement and of course after each job completion all the items are placed separately in simple clear re-closable plastic bags (please see the attachment) in order for the items not to rub against each other and get scratched especially watches and her case was no exceptionNow it was her responsibility to check the item before leaving the premises which was placed in a very easy to open and close clear re-closable plastic bagNo other store would accept a customer who would come weeks later and claim that a part was missing from a watchAnd in her case the battery was replaced, the time was set, a process that we would not be able to perform had we been missing those parts she claimed she was missing when she returned weeks laterOn September our employee called the customer just to give her an update that the watch was still being worked on and added upon job completion would call her for a pick upThere was no need to call the next day with the same message as nothing changedShe also mentions in her statement about calling and speaking with [redacted] on September 26, yet I have no employee named [redacted] (please see the attachment)On September 30th, as promised, she was notified over the phone that the watch was ready for a pick upIt was fixed with original parts again as promisedAs for the warranty we never promised to give her a year warrantyAs a matter of fact she was never even promised a year warranty, let alone yearsThe manufacturer itself does not provide year warranty as it is a wear and tear situationOtherwise they would not be charging her $to fix the watchAnd on the copy of her original purchase receipt that you mailed out along with her response letter I noticed there is no mention of a warranty she claimed she obtained when purchasing the watchSo when she came to pick the watch up on October 5th I hand wrote year warranty on her receipt just to make her happyIt was not included in her receipt as it was never part of the dealThe receipt has all the accurate and detailed information of the item with serial number and the job doneNow all this put aside the one thing that upset me the most with this second letter is that she is claiming she stated to me she was recording our conversation which is a complete and utter nonsenseI had my employees with me behind the counter and no one was aware they were being recorded as she neither stated nor mentioned anything about itYes I was aware the phone was on the counter because I could SEE it on the counter, which by the way was placed face down as she clearly did not want us to notice the recording was onBeing in a business for a long time and dealing with many people it took me just a little while to realize it and I, as stated before, confronted her and she did not even comment on thatBy this her action she violated not only my rights, but the rights of my employees and all the other customers that walked in and out of the store that day during our conversationThis is completely unacceptableNow her watch was fixed with brand new original parts and was working excellent while in my possession before she picked up and I have exhausted all my efforts to make this customer happyThere is nothing more I can add to this back-and-forth communication Kind regards, [redacted] ***/owner T [redacted]

To Whom it may concern, The customer came in to our store on August for a battery replacement for *** watchJob was completed and she left the store with her watchExactly weeks later on August she returned claiming that her *** was missing stem and crownNow these are the
parts with the help of which the time is set on the watchShe was explained nicely that had we been missing those parts we would not be able to simply set the time on her timepiece before giving it back to her, which was done by our watchmaker and she was free to inspect her watch before leaving the premisesIn our store after each battery replacement we always set the time before handing out the watch to customers, NO EXCEPTIONDuring our conversation I noticed that she was recording it and confronted her saying I would not mind it but in order to do so she needed to have my permission and consent, which she never did and she did not even comment on thatNonetheless, despite of not causing the problem and realizing that weeks is a big gap and a lot of things could have happened during that period of time, she was offered a free repair with original parts as a one time courtesy which she declined at the time and said would think about itA response that hardly justified the reason of her visit to our storeOn September customer came back again and said she needed the repair donePer her statement she tried to take the watch to where she purchased it from as she had a warranty on it and said they were charging her $with her warranty for something she was offered free at our storeWe still took the watch in for repair as we want no customer to leave our store unhappyThe repair with original parts was finished on September 30thAnd the same day customer was notified via phone that her watch was ready for pick upShe picked the watch up on October 5th around 1:20pmPlease see the attached file for your review Kind regards, *** ***/owner T*** ***

Hello [redacted],   Thank you for mailing out the response letter. Although this response expresses customer's subjective opinion only which I respect, I have noticed there are few important facts that need to be brought to your attention. As mentioned below in my previous email she came in on August 12 for a battery replacement and of course after each job completion all the items are placed separately in simple clear re-closable plastic bags (please see the attachment) in order for the items not to rub against each other and get scratched especially watches and her case was no exception. Now it was her responsibility to check the item before leaving the premises which was placed in a very easy to open and close clear re-closable plastic bag. No other store would accept a customer who would come 2 weeks later and claim that a part was missing from a watch. And in her case the battery was replaced, the time was set, a process that we would not be able to perform had we been missing those parts she claimed she was missing when she returned 2 weeks later. On September 24 our employee called the customer just to give her an update that the watch was still being worked on and added upon job completion would call her for a pick up. There was no need to call the next day with the same message as nothing changed. She also mentions in her statement about calling and speaking with [redacted] on September 26, yet I have no employee named [redacted] (please see the attachment). On September 30th, as promised, she was notified over the phone that the watch was ready for a pick up. It was fixed with original parts again as promised. As for the warranty we never promised to give her a 2 year warranty. As a matter of fact she was never even promised a 1 year warranty, let alone 2 years. The manufacturer itself does not provide 1 year warranty as it is a wear and tear situation. Otherwise they would not be charging her $445 to fix the watch. And on the copy of her original purchase receipt that you mailed out along with her response letter I noticed there is no mention of a warranty she claimed she obtained when purchasing the watch. So when she came to pick the watch up on October 5th I hand wrote 1 year warranty on her receipt just to make her happy. It was not included in her receipt as it was never part of the deal. The receipt has all the accurate and detailed information of the item with serial number and the job done. Now all this put aside the one thing that upset me the most with this second letter is that she is claiming she stated to me she was recording our conversation which is a complete and utter nonsense. I had my employees with me behind the counter and no one was aware they were being recorded as she neither stated nor mentioned anything about it. Yes I was aware the phone was on the counter because I could SEE it on the counter, which by the way was placed face down as she clearly did not want us to notice the recording was on. Being in a business for a long time and dealing with many people it took me just a little while to realize it and I, as stated before, confronted her and she did not even comment on that. By this her action she violated not only my rights, but the rights of my employees and all the other customers that walked in and out of the store that day during our conversation. This is completely unacceptable. Now her watch was fixed with brand new original parts and was working excellent while in my possession before she picked up and I have exhausted all my efforts to make this customer happy. There is nothing more I can add to this back-and-forth communication.     Kind regards, [redacted]/owner T. [redacted]

I am rejecting this response because: Watch was purchased on 12/29/2016 taken to Fast Fix on 8/12/2017 along with second watch. Watch in question was placed in sealed bag opened at home on 8/26/2017 noticed crown missing and watch had stopped working. Returned to fast fix on 8/27/17 spoke with Mr. [redacted] at this time long discussion taken place with no satisfied response as he stated that he could repair the watch however he was unable to provide original parts in which I was not willing to do so I proceeded to send watch out for repair to authorized dealer by [redacted]. Watch sent out on 8/27/2017 returned to me on 9/16/17 with estimate of 445.00 as noted on provided documentation. Returned to Fast Fix again spoke with Mr. [redacted] presented him with the estimate documentation also presented him with a Demand for Payment letter for filing of small claims proceedings. During this encounter again long discussion taken place in which I turned my phone on and stated I'm recording this due to your inconsistency of changing statements. Mr [redacted] aware phone on table. During lengthy discussion I was told original part would be ordered and watch be repaired along with a 2yr part warranty as [redacted] issues. on 9/25/17 called from store told watch would be ready on Monday 9/25/17 to await final call. No call on 9/25/17 I called on 9/26/17 which [redacted] employee stated watch ready however Mr. [redacted] not in store unaware when he would be in I asked to get a date and time to meet with Mr. [redacted] no final response. Again, contacted on 9/30/17 stating watch repaired but owner not in asked them to set a specific date and time to meet with owner. received call back on 10/1/17 Mr. [redacted] would be there on 10/5/17 at 1:00pm agreed on date and time. on final date of meet called store in advance spoke with jewelry repair employee ([redacted]) I believe he stated unaware if owner would be in at all that he would call me back received call back and proceeded to store on 10/5/17. Met with Mr. [redacted] watch with crown and stem per his statement also now I asked for the 2 yr warranty as previous visit was stated he went round and round how he needed proof of what [redacted] offered online website paged showed to him. On received receipt he wrote in an extended 1 yr warranty for movement parts only not the 2 yr warranty as he had mentioned on discussion 9/17/17. I've included the receipts for drop off and pick up from Fast Fix with his warranty also have included purchase receipt, estimate for fixing of watch.  I have noticed Fast Fix including paperwork not as accurate as the one I have in my possession therefore still feel this business is untrustworthy and does not act as business who follow regulations, compliance and who care about their customers needs adequately.

The issue has been addressed and will be resolved when we can make a return on his credit card

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business...

Bureau:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On or about November 4, 2014, [redacted]., who works for FAST-FIX in Prescott, AZ attempted to clean my vintage Rolex; no repairs were authorized since the watch was in good working order. After working for several weeks, he told me he was finished, which I prepaid for his labor and watch repair services; a $135.44 bill.

On or about November 28, 2014 the vintage Rolex which [redacted]. cleaned stopped working. It was ruined. I contacted [redacted]. on December 4 to complain about my broken watch and on the same day [redacted]. demanded I pay for my watch to be repaired; his estimate for the overhaul was about $400.00. I stated the facts to [redacted]: I asked him to clean my vintage Rolex while it still worked. But he returned a broken watch then demanded payment for a few hundred dollars when I asked [redacted]. to fix what he broke.

I hired another watchman to inspect the work done by [redacted]. of FAST-FIX and offer an opinion as to the cause of the broken Rolex. This independent watchman concluded that neither [redacted]. nor FAST-FIX did not clean the watch correctly, and their negligence caused my watch damages.Desired Settlement: I would like a refund of $135.44 for the cleaning services, repair my vintage Rolex, and if it cannot be repaired because of [redacted].'s and FAST-FIX's negligence then I would like a replacement.

Business

Response:

The issue has been addressed and will be resolved when we can make a return on his credit card

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

If I could give this business a 0 for customer service I would. I went into the store in Prescott 2 weeks before my husband’s birthday (on a Monday) to buy him a cross necklace as a birthday gift. I ordered 2 out of the catalogue provided as I wasn’t sure how my first choice would look in person. Denise (the woman I was working with) told me the necklaces should arrive in a couple days. I paid a deposit and waited for a phone call letting me know the necklaces arrived. The Friday of that same week I called to check on the order as I have not received the phone call. I was told by the employee that answered “I will check on your order and call you back”. I did not receive the call back. The next Monday I called the store again and was told “I will check on your order and call you back”. I did not receive the call back. This went on all week long. At one point I talked to Chris and he told me “the order is coming ground delivery, it takes longer but it is cheaper”. This would turn out to be a lie as the order was not even on its way yet as I would find out later. To reiterate…I called every single day and was told “we will check on it and call you back” and I NEVER received 1 single phone call. Another time I spoke with a young lady (who turned out to be Denise’s daughter) once again I was told “we will call you back” I expressed my frustration with her about the lack of call backs she said “I will call you back in 20 minutes…I promise” I waited an hour and still hadn’t heard anything. I called the store and spoke with Denise who proceeded to tell me the necklaces were on back order and hadn’t shipped yet. I expressed my frustration to her again and told her I would be in the next day to get a refund on the necklaces. It is now the night before my husband’s birthday and I do not have his present for him. I tell him the troubles I’ve been having with Fast-Fix Jewelry (ruining the surprise of his gift) and he says he still wants the necklace. The following day I went into the store IN PERSON and spoke with Denise…IN PERSON. She tells me the necklaces are still on their way, that she called and put a rush on the order and they should be in the store in 2 days. While I am there she apologizes for the confusion…this is the first and last apology I receive. I asked her if I should just come in on a certain day to pick them up she says “no…we’ll call you”. I almost laugh at the absurdity of her telling me this as I know I will not be getting that call. Sure enough, I sit and wait another couple of weeks and never get the phone call. I finally call in and speak with Chris who rudely says “these necklaces have been sitting here waiting to be picked up” I express my frustration AGAIN that NO ONE HAS CALLED ME. I am so livid at this point I do not go in to the store that same day as I do not want to cause a scene. I picked up the necklace 2 days later and thank goodness my first choice turned out to be ok as my second choice was the wrong necklace. I absolutely hate it that I gave these people my money or my business as I have NEVER been made to feel so insignificant as a customer. I am disgusted by the way I was treated and have already told everyone I know to steer clear of Fast-Fix Jewelry. This was by far the worst experience I have had dealing with a business, a business that is supposed to be based on customer service at that.

Took a tissot watch in for a battery. They charged me 35.00 dollars for it. Isnt this a little high