Hello Ms [redacted] , I am responding to incident ID [redacted] First of all, the watch that Mr [redacted] brought in for repair was a non-working [redacted] watch that was not maintained [redacted] does not make Kinetic watches, so I am confused to his statement made The nature of the 1st repair was due to: The watch had locked gears along with the mainspring and other functions not working which showed that the owner did not keep up with the maintenance needed by owning this type of mechanismSecond of all, [redacted] watches are not overnight repairsThey require time and special tools along with experience when estimates are being made The watch repairman has to follow the proper protocols needed to make sure he triggers the problems, before any estimated charges can be addressedWe did not charge Mr [redacted] for looking at his watchMost places will charge a high dollar amount just to open up a [redacted] watch We gave him a free estimate, and left it entirely up to him to agree or not agree to the servicesMr [redacted] agreed so the watch repairman proceededWe explained the condition of the watch and only repaired what was non-workingWhen Mr [redacted] picked up his watch last year in October, it was running and operating accordingly On May 10, Mr [redacted] returned his watch and stated that the calendar was not workingHowever, the watch was still operating in good working condition except for the dateWe contacted Mr [redacted] and explained that the date wheel had worn out and needed to be replacedThe estimate given was $plus taxMr [redacted] agreed and the repair was completedWe notified Mr [redacted] on 5-24-that his repair was ready for pick upHe asked if he could pay over phone, because he was going to have someone pick it upHe then calls back and asked if we could just mail itI explained that because of the value of the item, I did not feel comfortable doing this, so I made a trip to his home in San Marcos on 5-28-to deliver his watchThis is not something I normally do, but he explained his condition and I went over and beyond to help him outWhen I arrived, I explained what he needed to do to keep the consistency of the watch movingHis watch is a Presidential Automatic Rolex, which requires rotation in order to keep the watch timing and date movement validSince this repair and delivery, I have not heard from Mr [redacted] until this complaintMr [redacted] did talk to me on 5/28/16, because I went to his house and delivered his watchThis was also noted on the receiptI am willing to have Mr [redacted] bring his watch back to see why it has stoppedOver the course of a year and expense of repair, he is not due a refund I honestly feel he does not understand the operation of having an automatic watch, since the thinks or is comparing it to a Kinetic watch If you do not wear it and have no movement it will not run.I am a small business owner and I have never had any complaintsI am fair and honestand if Mr [redacted] would have communicated to me first, I think we could trouble-shoot what the issue wasThank you, [redacted]
Hello Ms [redacted] , I am responding to incident ID [redacted] First of all, the watch that Mr [redacted] brought in for repair was a non-working [redacted] watch that was not maintained [redacted] does not make Kinetic watches, so I am confused to his statement made The nature of the 1st repair was due to: The watch had locked gears along with the mainspring and other functions not working which showed that the owner did not keep up with the maintenance needed by owning this type of mechanismSecond of all, [redacted] watches are not overnight repairsThey require time and special tools along with experience when estimates are being made The watch repairman has to follow the proper protocols needed to make sure he triggers the problems, before any estimated charges can be addressedWe did not charge Mr [redacted] for looking at his watchMost places will charge a high dollar amount just to open up a [redacted] watch We gave him a free estimate, and left it entirely up to him to agree or not agree to the servicesMr [redacted] agreed so the watch repairman proceededWe explained the condition of the watch and only repaired what was non-workingWhen Mr [redacted] picked up his watch last year in October, it was running and operating accordingly On May 10, Mr [redacted] returned his watch and stated that the calendar was not workingHowever, the watch was still operating in good working condition except for the dateWe contacted Mr [redacted] and explained that the date wheel had worn out and needed to be replacedThe estimate given was $plus taxMr [redacted] agreed and the repair was completedWe notified Mr [redacted] on 5-24-that his repair was ready for pick upHe asked if he could pay over phone, because he was going to have someone pick it upHe then calls back and asked if we could just mail itI explained that because of the value of the item, I did not feel comfortable doing this, so I made a trip to his home in San Marcos on 5-28-to deliver his watchThis is not something I normally do, but he explained his condition and I went over and beyond to help him outWhen I arrived, I explained what he needed to do to keep the consistency of the watch movingHis watch is a Presidential Automatic Rolex, which requires rotation in order to keep the watch timing and date movement validSince this repair and delivery, I have not heard from Mr [redacted] until this complaintMr [redacted] did talk to me on 5/28/16, because I went to his house and delivered his watchThis was also noted on the receiptI am willing to have Mr [redacted] bring his watch back to see why it has stoppedOver the course of a year and expense of repair, he is not due a refund I honestly feel he does not understand the operation of having an automatic watch, since the thinks or is comparing it to a Kinetic watch If you do not wear it and have no movement it will not run.I am a small business owner and I have never had any complaintsI am fair and honestand if Mr [redacted] would have communicated to me first, I think we could trouble-shoot what the issue wasThank you, [redacted]