The need for required service on the watch is based on the time of ownership and wearit is not a result of any type of manufacturing defectAs is noted in our owner manual and on our website - Like any high-precision instrument, a watch needs to be serviced regularly in order for it to work perfectlyObviously, we cannot indicate the intervals for such work, given that it depends entirely on the model, climate and the care taken by the watch's ownerAs a general rule, it is between and years, depending on the use of the watch.As Mr [redacted] mentioned, he has had his watch for over years and it has worked within the standards of an automatic timepiece, in fact it has exceeded the standards.In February 2010, Mr [redacted] and I had a conference call to discuss the terms and conditions of replacing his original timepiecethis included the warranty period, and the fact that he would be responsible for the maintenance of his timepiece after this initial term.As mentioned we did offer a discount on this required service as a gesture of goodwill, and this too is not enoughNo further offers will be made on the costs and the customer may accept our offer or decline the service and we will return his watch to him in the received condition
[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.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Regards, [redacted]
On May 7th *** *** was advised that her watch would need to be returned to us so we can evaluate it, at which time we offered a pre-paid shipping label that she refused.No decision can be taken for a next step to resolve this case until the watch is received and inspectedsee below for previous
service history and timeframes Service #*** - received on April 25, - complaint that watch was running fastA partial service was done to regulate the movement and it was returned on May 10, Watch was with us for working days.Service *** * received on December 5, - complaint that watch was running fast and that clasp opens when wrist is bentWatch was found to be magnetized which would have caused the issue of the inaccuracy of the movementNew clasp was required due to condition of originalpicture attached(*** Clasp)There was a delay waiting for the new clasp to arrive from Switzerland and the watch was returned on January 17, Watch was with us for 29 working days.Service #*** - received on March 9, - watch received with pin missing from clasp attachmentthe condition of the bracelet was quite worn and therefore an estimate repair it was created on March 13th and emailed to customerShe called and was quite upset so the charges were removed on March 17th and the required work done with no charge as a gesture of goodwillwe also added an extra link at no charge since there seemed to be some "stretching" of bracelet due to inappropriate sizingThe watch was returned on April 7, Watch was with us for working days.We are still open to send the return label and inspect and originally suggested
Our records indicate that that an initial battery service was performed in our service center in April 2014, not At that time the movement was functioning properly and all that was needed was the cell changewhen the watch was returned to us in October the movement of the watch was found
to have a high consumption, meaning that a complete maintenance service of the inner workings was required to restore the proper functionality
This type of service is not uncommon, nor a defect in manufacturingSimply, it is part of the ownership of a watchjust as a automobile has different service level requirements based on mileage, so does a watch, but based on timeAs noted in the instruction for use booklets that accompany each watch, this type of complete is normally required around 4-yearswe do know that this watch was purchased just over years ago, but what we do not know is how long it was in inventory at the retailerIt is for that reason that when the watch was returned to us and found to be in need of the Complete Maintenance Service we discounted the cost of this service by the amount already paid for the battery change in 2014, and additionally on November 10th we offered to the retailer an additional 15% off the cost in order to satisfy the customer
We suggest that the customer have a look at the website *** in order better understand the required services
Complaint: ***
I am rejecting this response because:
The watch in question worked perfectly until the battery was changedSomething was damaged in the process of battery replacement
Regards,
*** ***
We would hope that this offer to have the watch would be reconsidered as it is the only way for us to rectify the situationa replacement would not be offered unless we could find a continued manufacturing isse with the timekeeping.the second time the watch was here it was not due to a manufacturing issue, but due to magnetismAt that time the watch was running at a high rate indicative of the movement being affected by a magnetic fieldThese fields come from a variety of sources such as computer hard drives, medical equipment, speaker systems, televisions, refrigerator doors, cellular telephones, Blackberry style devices and even magnetic catches on briefcases and handbags. Such exposure may lead to excessive rate gain which will cause a watch to run very fast or stop entirelyIt is important to know that no permanent damage will result from this exposure. This was verified by another device called a Magnotest, which provides us with a rating of the amount of magnetic force found in different parts of the watch movement and/or case. We use a third machine called a de-magnetizer to remove magnetic force that was causing the timing issuesOnce this was done the watch was tested again and was then running well within factory specifications. The issue with magnetism is not a manufacturing or service defect but a result of the numerous devices in our daily life that use magnets. We certainly understand the frustration at having a timepiece that is not working accurately and hope that this information will assist in allowing us to move forward with receiving the timepieceAlthough the terms of the warranty do not specifically state it there is never a charge to de-magnetize a watch that has become magnetized
The package was not addressed to our building at ** *** ***Instead it was sent to ** *** *** Upon receiving this information from *** we are happy to report that we have recovered the box and now have the watch in handA refund for the watch will be issued
*** *** returned her watch to us for a full refund and our Quality Control department made an incorrect assessment and believed the watch was damaged and therefore not able to be refunded. This assessment was corrected and a refund was issued to *** *** on 12/15/and she was notified
via email and by phone by *** *** See attached credit memo for your records
This customer lives in Canada and our subsidiary(SGUS) only handles the US marketWe have forwarded the information to our colleagues at Swatch Group-Canada in Toronto for a direct response to the customer.We must consider this case closed from our perspective since we have no jurisdiction in that
market
A quartz movement - like all type of watch movements - has to be serviced regularly. sometimes this service is a simple battery change and gasket replacement and other times it is more involved, as the case with the last service of this watch.
based on the purchase date this watch has been operating 24/7 365 for over 3 years, this is the equivalent of a car running for over a half million miles. Would we have an expectation that an automobile would need maintenance top operate properly? of course, and in the same way the motor inside a watch needs similar attention which is what occurred during the last time it was sent to our service center.
there is no manufacturing defect with the watch, it is a high-precision instrument, and jsut like any other it needs to be serviced regularly to ensure optimum functioning.
As originally noted, we provided an additional discount to the jeweler when servicing this timepiece last month and hope that the saving was passed onto the customer.
Complaint: [redacted]
I am rejecting this response because:My questions to SWATCH INC. How many times will my watch need to be inspected for the same issue? Which you have failed to fix twice before. What happens when the guarantee expires which is next month? Then as now do you expect to have to inspect the watch again and again and me having to pay for this? Since the purchase of the watch the watch has NOT run within their specifications. Clarification: When the watch was sent for repair of the band I did not request a new band, I declined their invoice for the purchase of the new band. I wanted the clasped/band fixed since I lost 2 pins within a week of receiving the watch from having them replaced the clasp. So their "good-will" was frankly irrelevant as I was not interested in purchasing a new band but have them once again look into the issue of the pins missing after they put in a new clasp. Over the phone I did mentioned that I needed a new band as I thought that was the problem. I do not fix watches for a living so I assumed this needed to happen in order to resolve the problem of the band. I clarified over the phone to Nadja that I did not intent to buy a new band but wanted the problem fixed. She guarantee me that the pins would not come out again. So far they have not. As I mentioned to the supervisor Annette on my last interaction with them I will NOT send the back again for review, they have had 2 opportunities to review what is wrong with the watch and they have failed to fix it permanently, thus my wanting a replacement watch (or money back for the price of the watch) still stands. How is it possible that a watch that is suppose to keep time so precisely and a supposedly reputable high-end watch continues to under perform. My conclusion: the watch I bought is a lemon.
Regards,[redacted]
[redacted]
The need for required service on the watch is based on the time of ownership and wear. it is not a result of any type of manufacturing defect. As is noted in our owner manual and on our website - Like any high-precision instrument, a watch needs to be serviced regularly in order for it to work...
perfectly. Obviously, we cannot indicate the intervals for such work, given that it depends entirely on the model, climate and the care taken by the watch's owner. As a general rule, it is between 4 and 5 years, depending on the use of the watch.As Mr. [redacted] mentioned, he has had his watch for over 6 years and it has worked within the standards of an automatic timepiece, in fact it has exceeded the standards.In February 2010, Mr. [redacted] and I had a conference call to discuss the terms and conditions of replacing his original timepiece. this included the warranty period, and the fact that he would be responsible for the maintenance of his timepiece after this initial term.As mentioned we did offer a discount on this required service as a gesture of goodwill, and this too is not enough. No further offers will be made on the costs and the customer may accept our offer or decline the service and we will return his watch to him in the received condition.
Complaint: [redacted]
I am rejecting this response because:
3,000 dollars spent to Swatch group is enough to purchase a new watch that doesn't fail routinely. If the new watch exceeded standards and was given to me as a replacement with the verbal guarantee that this new watch had a vastly improved internal mechanism and would not plague me with the same issues of the previous watch. This new watch did fail in exactly the same manner so Swatch groups promise of an improved watch that would not fail in the same manner is false.
Regards,
[redacted]
which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
The need for required service on the watch is based on the time of ownership and wearit is not a result of any type of manufacturing defectAs is noted in our owner manual and on our website - Like any high-precision instrument, a watch needs to be serviced regularly in order for it to work perfectlyObviously, we cannot indicate the intervals for such work, given that it depends entirely on the model, climate and the care taken by the watch's ownerAs a general rule, it is between and years, depending on the use of the watch.As Mr [redacted] mentioned, he has had his watch for over years and it has worked within the standards of an automatic timepiece, in fact it has exceeded the standards.In February 2010, Mr [redacted] and I had a conference call to discuss the terms and conditions of replacing his original timepiecethis included the warranty period, and the fact that he would be responsible for the maintenance of his timepiece after this initial term.As mentioned we did offer a discount on this required service as a gesture of goodwill, and this too is not enoughNo further offers will be made on the costs and the customer may accept our offer or decline the service and we will return his watch to him in the received condition
[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.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Regards, [redacted]
On May 7th *** *** was advised that her watch would need to be returned to us so we can evaluate it, at which time we offered a pre-paid shipping label that she refused.No decision can be taken for a next step to resolve this case until the watch is received and inspectedsee below for previous
service history and timeframes Service #*** - received on April 25, - complaint that watch was running fastA partial service was done to regulate the movement and it was returned on May 10, Watch was with us for working days.Service *** * received on December 5, - complaint that watch was running fast and that clasp opens when wrist is bentWatch was found to be magnetized which would have caused the issue of the inaccuracy of the movementNew clasp was required due to condition of originalpicture attached(*** Clasp)There was a delay waiting for the new clasp to arrive from Switzerland and the watch was returned on January 17, Watch was with us for 29 working days.Service #*** - received on March 9, - watch received with pin missing from clasp attachmentthe condition of the bracelet was quite worn and therefore an estimate repair it was created on March 13th and emailed to customerShe called and was quite upset so the charges were removed on March 17th and the required work done with no charge as a gesture of goodwillwe also added an extra link at no charge since there seemed to be some "stretching" of bracelet due to inappropriate sizingThe watch was returned on April 7, Watch was with us for working days.We are still open to send the return label and inspect and originally suggested
Our records indicate that that an initial battery service was performed in our service center in April 2014, not At that time the movement was functioning properly and all that was needed was the cell changewhen the watch was returned to us in October the movement of the watch was found
to have a high consumption, meaning that a complete maintenance service of the inner workings was required to restore the proper functionality
This type of service is not uncommon, nor a defect in manufacturingSimply, it is part of the ownership of a watchjust as a automobile has different service level requirements based on mileage, so does a watch, but based on timeAs noted in the instruction for use booklets that accompany each watch, this type of complete is normally required around 4-yearswe do know that this watch was purchased just over years ago, but what we do not know is how long it was in inventory at the retailerIt is for that reason that when the watch was returned to us and found to be in need of the Complete Maintenance Service we discounted the cost of this service by the amount already paid for the battery change in 2014, and additionally on November 10th we offered to the retailer an additional 15% off the cost in order to satisfy the customer
We suggest that the customer have a look at the website *** in order better understand the required services
Complaint: ***
I am rejecting this response because:
The watch in question worked perfectly until the battery was changedSomething was damaged in the process of battery replacement
Regards,
*** ***
We would hope that this offer to have the watch would be reconsidered as it is the only way for us to rectify the situationa replacement would not be offered unless we could find a continued manufacturing isse with the timekeeping.the second time the watch was here it was not due to a manufacturing issue, but due to magnetismAt that time the watch was running at a high rate indicative of the movement being affected by a magnetic fieldThese fields come from a variety of sources such as computer hard drives, medical equipment, speaker systems, televisions, refrigerator doors, cellular telephones, Blackberry style devices and even magnetic catches on briefcases and handbags. Such exposure may lead to excessive rate gain which will cause a watch to run very fast or stop entirelyIt is important to know that no permanent damage will result from this exposure. This was verified by another device called a Magnotest, which provides us with a rating of the amount of magnetic force found in different parts of the watch movement and/or case. We use a third machine called a de-magnetizer to remove magnetic force that was causing the timing issuesOnce this was done the watch was tested again and was then running well within factory specifications. The issue with magnetism is not a manufacturing or service defect but a result of the numerous devices in our daily life that use magnets. We certainly understand the frustration at having a timepiece that is not working accurately and hope that this information will assist in allowing us to move forward with receiving the timepieceAlthough the terms of the warranty do not specifically state it there is never a charge to de-magnetize a watch that has become magnetized
The package was not addressed to our building at ** *** ***Instead it was sent to ** *** *** Upon receiving this information from *** we are happy to report that we have recovered the box and now have the watch in handA refund for the watch will be issued
*** *** returned her watch to us for a full refund and our Quality Control department made an incorrect assessment and believed the watch was damaged and therefore not able to be refunded. This assessment was corrected and a refund was issued to *** *** on 12/15/and she was notified
via email and by phone by *** *** See attached credit memo for your records
This customer lives in Canada and our subsidiary(SGUS) only handles the US marketWe have forwarded the information to our colleagues at Swatch Group-Canada in Toronto for a direct response to the customer.We must consider this case closed from our perspective since we have no jurisdiction in that
market
A quartz movement - like all type of watch movements - has to be serviced regularly. sometimes this service is a simple battery change and gasket replacement and other times it is more involved, as the case with the last service of this watch.
based on the purchase date this watch has been operating 24/7 365 for over 3 years, this is the equivalent of a car running for over a half million miles. Would we have an expectation that an automobile would need maintenance top operate properly? of course, and in the same way the motor inside a watch needs similar attention which is what occurred during the last time it was sent to our service center.
there is no manufacturing defect with the watch, it is a high-precision instrument, and jsut like any other it needs to be serviced regularly to ensure optimum functioning.
As originally noted, we provided an additional discount to the jeweler when servicing this timepiece last month and hope that the saving was passed onto the customer.
Complaint: [redacted]
I am rejecting this response because:My questions to SWATCH INC. How many times will my watch need to be inspected for the same issue? Which you have failed to fix twice before. What happens when the guarantee expires which is next month? Then as now do you expect to have to inspect the watch again and again and me having to pay for this? Since the purchase of the watch the watch has NOT run within their specifications. Clarification: When the watch was sent for repair of the band I did not request a new band, I declined their invoice for the purchase of the new band. I wanted the clasped/band fixed since I lost 2 pins within a week of receiving the watch from having them replaced the clasp. So their "good-will" was frankly irrelevant as I was not interested in purchasing a new band but have them once again look into the issue of the pins missing after they put in a new clasp. Over the phone I did mentioned that I needed a new band as I thought that was the problem. I do not fix watches for a living so I assumed this needed to happen in order to resolve the problem of the band. I clarified over the phone to Nadja that I did not intent to buy a new band but wanted the problem fixed. She guarantee me that the pins would not come out again. So far they have not. As I mentioned to the supervisor Annette on my last interaction with them I will NOT send the back again for review, they have had 2 opportunities to review what is wrong with the watch and they have failed to fix it permanently, thus my wanting a replacement watch (or money back for the price of the watch) still stands. How is it possible that a watch that is suppose to keep time so precisely and a supposedly reputable high-end watch continues to under perform. My conclusion: the watch I bought is a lemon.
Regards,[redacted]
[redacted]
The need for required service on the watch is based on the time of ownership and wear. it is not a result of any type of manufacturing defect. As is noted in our owner manual and on our website - Like any high-precision instrument, a watch needs to be serviced regularly in order for it to work...
perfectly. Obviously, we cannot indicate the intervals for such work, given that it depends entirely on the model, climate and the care taken by the watch's owner. As a general rule, it is between 4 and 5 years, depending on the use of the watch.As Mr. [redacted] mentioned, he has had his watch for over 6 years and it has worked within the standards of an automatic timepiece, in fact it has exceeded the standards.In February 2010, Mr. [redacted] and I had a conference call to discuss the terms and conditions of replacing his original timepiece. this included the warranty period, and the fact that he would be responsible for the maintenance of his timepiece after this initial term.As mentioned we did offer a discount on this required service as a gesture of goodwill, and this too is not enough. No further offers will be made on the costs and the customer may accept our offer or decline the service and we will return his watch to him in the received condition.
Complaint: [redacted]
I am rejecting this response because:
3,000 dollars spent to Swatch group is enough to purchase a new watch that doesn't fail routinely. If the new watch exceeded standards and was given to me as a replacement with the verbal guarantee that this new watch had a vastly improved internal mechanism and would not plague me with the same issues of the previous watch. This new watch did fail in exactly the same manner so Swatch groups promise of an improved watch that would not fail in the same manner is false.
Regards,
[redacted]
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]