Kensington Clock Repair

We do not agree with customer statementOnce again customer request to install battery only This request was fulfilled by technicianNo warranty was given for any water damageCustomer paid only for battery installation If the customer has a warranty from our shop we request a copy of that warranty to be shown
12/10/

Please provide a work order number and the date that the job came in1/16/

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Kensington Clock company is not being truthful I told the technician that the sole purpose of the watch was for scuba diving If I thought that they were unable to handle the repair, I would not have left it there
No statement was made that I should not take this diving watch near water
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
I am rejecting this response because:
I am not claiming that this business submitted any warranty
with the service provided.
If a customer brings a *** into a garage for a battery change, and
the *** breaks after being taken off the road because the mechanic was not qualified to replace the battery or work on ***s, one would assume that the mechanic would be partially liable
as he serviced the vehicle knowing that he lacked qualification. When one
sees a ***, one assumes that the owner intends to use the device for the
off the road utility The mechanic might claim that he did not think that
the *** would be taken into heavy terrain, but that would be a
claim that the owner should not use the vehicle for it's intended purpose
Similarly, one would assume that if a technician cannot
replace a battery in a dive computer without putting it back together
correctly, that the technician would state that such a repair cannot be done
and refuse to do the repair. One would not expect that the technician accept
the computer to do the repair, and then after the device breaks when used for
it’s intended purpose, not even be willing to refund the charges for the
“repair”, as does this retailer. To assume that a dive computer would not
be taken underwater is ridiculous. To ask for warranties that a device
should work after “repair” is ridiculousI don’t ask my auto mechanic for a warranty
after an oil change, but expect that the car is put back together in a way that
would not make it fall apart on the road
I do not expect this retailer to do anything to rectify the
situation, as their customer service as among the worst I have seen.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: it is very disappointing to accept how inefficient and unhelpful the Revdex.com isTo send the issue back to the consumer is NOT an effective way to resolve an issueAsk yourself, WHAT HAVE YOU ACCOMPLISHED? As a consumer I am left still essentially 'robbed', mislead and abused and this so called "business" is left to continue these practices unscathed.The Revdex.com is not what I would go to for help or recommend anyone in the future
Regards,
*** ***

[redacted]s came out the same day for an Emergency cleaning on my carpet. [redacted] was very professional and a very nice man. He did a great job removing the stains.

Originally the service that costumer requested and purchased was for battery replacement for the total price of $24.99 +TAX. In addition service of water pressure sealing was offered for 79.99 it tax (the service includes 3 new gaskets, fully reseal and re-glue of crystal and silicon...

placement in key points of the watch as well as special machine testing and removal of extra air inside watch so it does not leak). The service was declined and refused. Upon return of the watch the costumer he was informedthat the water resistance and re-pressure service was never purchased and that we cannot take a responsibility for watch leaking specially not knowing what conditions watch was subject to. For example: Shower, Swimming or simple submersion under water. Any situations and much more could of happened that is not and out of control of Kensington Watch repair. After this explanation costumer requested additional service that required more then 5 hours of labor and special material that had to beordered. As polite as possible costumer was explained that we will perform all his request that he want done to the watch for no see except the purchase of additional replacement parts and shop materials.
Also costumer was explained that we need time to order supplies and then time for work or watch and performing tests. Costumer was explained that the service will take anywhere from 3 to 5 weeks or is it is done sooner or we need extra time we will call or try to get in touch with them. After 2 days and for the time that the watch was in the shop we received a total of 167 phone calls and about 12 messages were left with rude and nasty words as well as resist slang and remarks. After costumer received watch we contacted him in 7 days just to make sure that the problem was solved. No return phone call wasreceived. Today May 11, 2015 I received the letter from you and responding to it.

In  the past 50 years Kensington Watch and Clock Repair Shop installed watch batteries to customers.   In this perticular case battery  was installed and the watch was working at that time.  A week later costumer back back with complaint that the watch has stopped
For...

free we opened the watch and checked the battery after few test the batter was live  we inspected the watch further and found out that the watch needed additional work.  At that time an estimate was given to costumer with explanatin that previous charges would be applied to price of estimate.  Under store policy we do not refund money for privious battery installation.11/4/14

December 3rd, 2014
On September 26th, 2014 [redacted] brought in a watch for battery service. Our watch maker placed a special order for a battery that we didn’t have in stock and watch was completed and delivered on October 3rd, 2014. Costumer was given clear instructions...

that under the policy of Kensington Watch and Clock Repair we do not guarantee water resistance in any and all watches that had battery installed in out shop. In some cases if costumer makes special request then we investigate the watch further and give costumer assessment if the watch can be water sealed and water resistant test can be performed on special equipment and which parts will need to be installed. In this case there was no special request made by costumer, the only request from costumer was to replace the battery. A week later the costumer brought back the watch and the watch was full of water inside. Costumer mentioned to us that he dived and submerged under water with this watch several times. At that time we mentioned that watch was not under warranty but we can attempt to see if we can do anything furtherto repair the watch. With the job number that you have copy of and attached to this case. A week latter after further investigation and attempt to fix the watch we made decision that watch can not be repair as it was fully damaged by water and advised to get in touch with original manufacturer. Kensington watch and clock Repair has been installing watch and clock battery’s for over fifty years and we neverever grantee or warrant water resistance.The customer had been instructed to not go swimming with the watch and take precautions around water.  
12/3/14

Review: A treasured, 25-year old Howard Miller key-wound, chiming wall clock (Westmont model) was taken to this company on 9/20/13 for repair because the clock was not chiming normally. The clock otherwise was in pristine condition--with no scratches or blemishes at all. It is an heirloom that has been very well cared for.

After explaining the problem to the owner, **. [redacted], he summoned another man from downstairs who took the clock downstairs to be assessed. Since they spoke in [redacted], I did not understand what was said. A few minutes later, the man came back upstairs with the clock and, after speaking with each other in [redacted], **. [redacted] said that an entire new mechanism would have to be installed--for approximately $400. Surprised at the price, I hesitated from accepted his offer. **. Rozgansky said that this was "cheap," considering the age of the clock and the fact that a new clock of its type retails for $1700. I then said I would think about it and proceeded to go to another area of the store to have several watch batteries replied by another man. While I was having this done, I noticed the very same type of clock on a wall, with a price tag of $799.00 on it. I then asked the watch repairman why this clock was so reasonably priced; he explained that it was not working and was being sold "as is." Asking me if I was having my clock repaired, I explained that I was hesitating because of the hefty estimate. This man offered to talk with **. [redacted] to lower price. **. [redacted] then said that the best he could offer would be $300.00 but would also include a $25 "[redacted]" restaurant gift certificate. Promising that that was a "great deal" and that he was an "authorized Herman Miller dealer" and had been in business since 1968, I agreed and left the clock. I paid (via my [redacted] card) a required $100 deposit, with the rest to be paid upon delivery. He clearly indicated that the repair would take "5 to 6 week," because of up to 4 weeks to receive the part from Herman Miller and a 2 week repair period.

Surprisingly, just over one week later, I received a call from this shop, informing me that my clock was ready to be picked up--that it had been repaired. On Oct. 6th, I picked up the clock and paid a $222.50 balance (again, via [redacted]). After carefully taking it home (wrapping in a comforter), I noticed before putting it carefully back on the wall the following: a) the face of the clock was deeply scratched; b) the brass bezel around the face of the clock was also scratched; c) the clock was not working properly (i.e.--the chimes were not in sync with the hands on the clock); and d) a strange repair label from a "[redacted]'s [redacted]" in [redacted], CA. Regarding the last item, I had NEVER taken the clock for repair to this place--indeed, I have never been to [redacted], CA. After calling **. [redacted] the next day about these concerns, he denied that he was responsive for the scratches and that he would not repair the clock. Indeed, he said: "We never even touch the face or bezel of your clock.” (That is impossible, since the replaced mechanism is attached to the face.) Regarding the strange label, he said that it was on my clock before (which, again, is not true). He only offered to replace the "new" mechanism for the original in return for a credit. I told him that, under the circumstances, I did not want to take my clock to his shop—for risk of it being damaged even more. I have since contacted [redacted] about this matter. Based on what I have described, I strongly suspect that this company uses old parts from other clocks and charges them as new. In addition, I believe that they may exchange other parts (e.g., the clock door) from one clock to another. Finally, they do not have the integrity to stand behind any damage they have done to clocks during the process of their “repairs.” As a result, I have a situation where I have paid $322.50 for repair of my family heirloom that is not is worse shape than it was before I took it to Kensington [redacted]. They are dishonest and should NOT be in business.Desired Settlement: Complete refund to my [redacted] account and financial responsibility to cover all costs (by a Revdex.com-highly rated clock repair shop) related to the scratches to the clock that were not there before.

Business

Response:

See attachment or check attachment tab.