Kobold Watch Company

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 meThank you for your assistance in helping resolve this issue with the business Regards, [redacted]

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] ***Dear Ms [redacted] ,On Thursday, March 4, 2016, I met with the owner of the Kobold Watch Company to discuss the issues of my Revdex.com complaintAt that meeting, the owner set the new watch to the correct time and date, had written directions of how to operate the watch, and included a three year warranty statementA brown canvas watch strap is on back order, and the owner promised to have it shipped, when receivedSince the watch is a gift to my godson in the United States Coast Guard, it was important to get everything done correctly.I now consider that the complaint with Kobold Watch company has been resolved.Thank you, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below If Kobold Watch Co would keep their word, this would be an acceptable solution Kobold has promised to replace my watch for over weeks or months After Kobold has made and broken many promises to return the watch, another promise does not resolve this complaint Among the many promises were that last one in a text from Chad R on September which stated: "Shawn, you are about week out [sic] from the watch No excuses just a fact, waited for the gaskets etc I am sorry it has taken so long." Kobold's response to your letter was two weeks ago as of today Kobold has not contacted me with any information about the replacement watch since that text of September In fact, I have called Kobold's sales number and they indicated that they could deliver the same model of watch that I purchased in weeks Kobold is telling new customers that they can deliver new watches in weeks, but they have taken more than weeks and counting to replace my watch An acceptable solution is a full refund or having the replacement watch delivered An promise is not an acceptable solution Regards, [redacted] ***

The customer was advised that all Kobold watches are tested for water resistance before they are shippedAfter speaking with the customer, it became evident that the watch was subjected to direct sunlight, causing it to heat up, prior to use in cold waterThis sudden temperature change can cause the rubber gaskets inside a water-resistant watch to fail, allowing water to enter the watchAny watch regardless of manufacturer would exhibit this type of symptomUpon arrival at our facility, we tested the watch for water resistance, which the watch passedOnce the customer understood this, he was happy to accept that the watch be repaired

The watch was delayed for a number of reasons, including a relocation and subsequent loss of two key employeesWe have since been able to find replacements and gotten production back on trackThere was a miscommunication between the customer and the customer service representative resulting in the
initial watch being delivered with a different set of functions than desiredThis has been corrected and the customer is happy

To whom it may concern,We have received a complaint from a customer we would like to disputePlease read below.Customer ordered a custom-made mechanical "Made in USA" watchDue to various delays in the vertical integration process, his watch was repeatedly delayedOnce his watch was ready for
assembly, we advised the customer in an email that it would be ready the following weekWe did not advise the customer that this was the shipping date, which is perhaps the point where the customer was confusedThe date a mechanical watch is assembled is not the date it shipsAfter assembly, a mechanical watch is extensively tested for accuracy and reliability and along this process it is routinely adjusted in different positions to increase accuracyOnce the watch finished testing, we made several attempts to reach customer by telephone and email to alert him that his watch was shippingHis watch was meanwhile delivered to him (before the Revdex.com complaint) and although we have made repeated attempts at reaching the customer, we have not been successful.If you need any other information, please call our office at ***Many thanks,Jessica K***Kobold Watch Company***

I had a previous complaint with Kobold Watch CompanyDue to third party manufacturing issues there was a profound delay with my repairThey emphatically state that is was out of there control which I believeThe issue can be recorded as satisfactorily resolved as I received my watch back in
perfect orderThey even provided a couple of accessoriesI would buy completed products again from this company

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]Dear Ms. [redacted],On Thursday, March 4, 2016, I met with the owner of the Kobold Watch Company to discuss the issues of my Revdex.com complaint. At that meeting, the owner set the new watch to the correct time and date, had written directions of how to operate the watch, and included a three year warranty  statement. A brown canvas watch strap is on back order, and the owner promised to have it shipped, when received. Since the watch is a gift to my godson in the United States Coast Guard, it was important to get everything done correctly.I now consider that the complaint with Kobold Watch company has been resolved.Thank you,[redacted]

The customer was advised that all Kobold watches are tested for water resistance before they are shipped. After speaking with the customer, it became evident that the watch was subjected to direct sunlight, causing it to heat up, prior to use in cold water. This sudden temperature change can cause...

the rubber gaskets inside a water-resistant watch to fail, allowing water to enter the watch. Any watch regardless of manufacturer would exhibit this type of symptom. Upon arrival at our facility, we tested the watch for water resistance, which the watch passed. Once the customer understood this, he was happy to accept that the watch be repaired.

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. Thank you for your assistance in helping resolve this issue with the business. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
If Kobold Watch Co would keep their word, this would be an acceptable solution.  Kobold has promised to replace my watch for over 28 weeks or 6 months.  After Kobold has made and broken many promises to return the watch, another promise does not resolve this complaint.  Among the many promises were that last one in a text from Chad R on September 29 which stated:  "Shawn, you are about week out [sic] from the watch.  No excuses just a fact, waited for the gaskets etc.  I am sorry it has taken so long."   Kobold's response to your letter was two weeks ago as of today.  Kobold has not contacted me with any information about the replacement watch since that text of September 29.  In fact, I have called Kobold's sales number and they indicated that they could deliver the same model of watch that I purchased in 3 weeks.  Kobold is telling new customers that they can deliver new watches in 3 weeks, but they have taken more than 28 weeks and counting to replace my watch.  An acceptable solution is a full refund or having the replacement watch delivered.  An promise is not an acceptable solution.
Regards,
[redacted]

Hi [redacted],We received the following complaint recently under the ID [redacted].Our company refund/return policy can be found on our website www.koboldwatch.com and states:Kobold merchandised purchased from Kobold can be returned for a full refund provided the merchandise is returned to Kobold within...

10 days of receipt in the original, factory-new condition. Used, worn or damaged merchandise is not eligible for a refund and is excluded from this return policy. Likewise, custom-made merchandise is excluded from this return policy.We have been in contact with customer and have started working on his replacement watch. We should have his new watch completed in about 4 weeks.Please let me know if more information is needed.All the best,Jessica K[redacted]Kobold Watch Company