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Sent: Monday, June 29, 2015 1:32 PM To: drteam Subject: Response to Complaint ID [redacted]   Thank you for giving J.R. Brothers an opportunity to respond to complaint ID [redacted], an important customer of ours, Mr. Ben O[redacted], who has been very diplomatic in this situation. The time which has...

elapsed (10 months), the expense of the repair ($7,391), the value of his watch ($57,000), and the watch's extensive damage are al* relative factors that encompass this repair.    Towards the end of August 2014, J.R.* Brothers was presented with the opportunity to fix Mr. O[redacted]'s [redacted] E* P[redacted] watch. Mistakenly, under an eye bal* assessment, the watch was taken under a Generic overhau* of $650 + tax or $703.63, with an initia* deposit of $300 (as Mr. O[redacted] stated). Meaning, at the time of taking in the watch, we were not aware of the extensive damage to both the interna* and externa* components of the watch.    After weeks of examination, paralleled with tria* and error procedures to determine the necessary steps to complete the repair, it was determined by J. R. Brothers that the [redacted] E* P[redacted] needed to be shipped out to [redacted] Switzerland.  At J.R. Brothers, we pride ourselves in doing most, if possible, al* repairs in-house, giving us the ability to offer our customers the best service and price possible.   In the month of October 2014, [redacted] received detailed images of the watch's damage from J.R. Brothers. A soft minimum estimate of $4,500 was given to J.R. Brothers by [redacted], however, they reserved the right to determine the watch's fina* damage by their technicians and the fina* cost necessary to complete the repair. Again, Mr. O[redacted] agreed to these possible determinations. At this time, Mr. O[redacted] was also made aware of the affects that the approaching Holiday would impose: a shut down that takes place with al* watch companies, the delay with shipping vendors, the "receiving" of the item by [redacted] and the watch's examination by [redacted]. Al* these factors presented some ambiguity to an exact time frame or date for the watch's completion. Again, at this time, Mr. O[redacted] understood these factors and agreed to move forward with the repair by [redacted].    During the first week of December 2014, J. R. Brothers contacted Mr. O[redacted] with an estimate of $7391 to repair his watch in its entirety by [redacted] (new band, new crystal, new hands, new dial, new 18 carat crown, new 18 carat push buttons, new GMT dia* ring and a new complete movement). This custom repair, by [redacted] and according to J.R. Brother's policy, needed to be paid for in advance before any work could begin on the watch. Approximately 3 weeks later on Jan. 3, 2015, Mr. O[redacted] paid for his watch to be completed.   After the transaction between Mr. O[redacted] and J.R. Brothers, we made the mistake of quoting Mr. O[redacted] an "approximated" time frame or date which was out of our hands. Due to [redacted] having the watch and performing the necessary repairs to the watch, J.R. Brothers no longer had the ability to contro* the pace of work or the timing for completion of the repair. We were at the mercy of many different variables (watch part availability, [redacted] technicians, overseas shipping, etc.). It was these variables and time frame that became "our" standard of disappointment as J.R. Brothers and Mr. O[redacted] equally wanted to see this watch completely repaired (quoted on Apri* 2015).    The base mode[redacted] E* P[redacted] engine is one of the most sophisticated caliber automatic watch available. The base with a chronograph feature takes 9 months of work, more than 2500 operations, 200 expert hands and it includes 18 types of metals. There are more than 600 variations to this "base" movement. Mr. O[redacted]'s watch is NOT a base/ordinary [redacted]. Mr. O[redacted]'s watch consists of a chronograph plus a GMT and the ability to maintain a 50 hour power reserve. The [redacted] E* P[redacted] is the most precise series-made chronograph watch, the ONLY one capable of measuring short times to the nearest tenth. The [redacted] E* P[redacted]'s engine is the most rare and distinct and parts pertaining to the extent and magnitude of Mr. O[redacted]'s watch damage (having violently flung from Mr. O[redacted]'s wrist during a tennis match and landing on the hard tennis court) were not readily available. Watches that perimeter price points of $60,000 and have specia* complications, are generally suited for standard maintenance.  Mr. O[redacted]'s watch, however, perhaps better understood in terms of a vehicle, was deemed "totaled" or "completely inoperable". [redacted] performed a detailed x-ray of Mr. O[redacted]'s watch and it showed numerous fractions and extensive damage to the watch's engine itself. [redacted] does not make the watch's engine in its "entirety" available and, as stated previously, the complex engine needed time to be repaired since it wil* once again be made from scratch.    J.R. Brothers, on behalf of Mr. O[redacted], requested a refund from [redacted] for Mr. O[redacted]'s watch repair. However, the request for refund was denied by [redacted] as the repair is at the peak of its completion and finalization. According to [redacted], that watch has already under gone a complete transformation (new band, time hands, dial, bezel, crystal, chronograph hands, GMT bezel, seals/gaskets, crown and stem, and the building of an entirely new engine.)   J.R. Brothers has made Mr. O[redacted] aware of al* the above information. Again, we are at the mercy of [redacted] and how fast/slow their technicians complete the repair.

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Address: 1415 Esplanade Ave, Klamath Falls, Oregon, United States, 97601-5904

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