I am writing you in regards to an incident that happened in my storeThere was a man that made a complaint about how we broke off his crown on a Timex watchWe took it in and the lady said it had been in her purse for a week and she just got around to bringing it in for a batteryWe went to
change the battery and saw that there was no crown to set the time so we let her know that we cannot set it without the crownSo she contacted her husband and he told her to send her a picture of the watch he then told her that it was not like that when he gave it to herWe said well since it was in your purse it could have broke offWe didn't ever touch the crown because there was no need to when we only mess with the crown when going to set it and that is the last thing to do when changing the batteryThen the guy accused of us sticking the crown in our pockets and we have had some that have been missing in the past and we told the customer and there was never an issue or accusation of thisIf there is something that ever breaks and we are the cause then we always offer them to get our watch guy to fix it of course there are going to be things that happen not purposely and we have no problem with paying for itWe called Timex and they told us it would be dollars to fixWe always stand behind anything that is our fault and we fix itThis was not something that can happen unless someone is pulling on the crown or it is caught on something so therefore we know it was not our faultPeople come in and don't even realize its missing and sometimes people don't even realize that they have a solar watch and it doesn't need to be changed and we tell them and again they say ok and take it to charge it by light but we always let the customer know what is going on with it and there is never this type of problemI am not sure why it came to all of this
Complaint: ***
I am rejecting this response because it is factually incorrect, contains outright falsehood, and does not offer any resolution to the situation: At no time did the owner request a picture Once the employee stated that the crown MUST HAVE BEEN broken beforehand, the owner has taken that position and allowed no alternative I have asked to see the security video and the owner changed the subject The employee did not notice anything wrong with the watch until AFTER she had changed the batter The back of the watch (press on) is not aligned correctly on the back of the watch - therefore there is evidence that the watch was opened My wife stated that the employee had to really lean on the press to put the watch case back together When I first called, the initial response was to bring the watch back in, but the owner immediately called back and stated that it was obviously broken before and that they could not help me I could hear the employee in the background saying that their watch repair contractor would not be able to fix it.4.This is the second time that this store has damaged one of our watches, and in both cases the behavior was the same They immediately (a) implied that the watch was cheap (b) denied any responsibility (c) refused to make any accommodation or remedy We did not attempt any remedy the first time, but the second time it was too much This business has a trend of treating their customers poorlyAt no point has the owner made any offer to remedy the situation other than the suggestion that I go and get my cheap watch fixed myself somewhere else If the owner had offered to send the watch in for repair immediately (even if they were to charge me an additional $12) I would not have been upset The watch retails for $250, but even if it were a $watch, I would have expected to be treated better.The situation came to the current state, because as is obvious in the owners response, they have no respect for their clients and not only automatically assume that they are ignorant and gullible, but also treat them that way, even when it would be in their best interest to do otherwise Similar reviews on other sites support my position.I have now sent the watch to be repaired at the manufacturer Once I have a damage evaluation and estimate for repair I will be able to provide an update The issue remains unresolved, and I will continue to pursue resolution through all acceptable means necessary My proposed resolution is for the owner to apologize, to agree to pay for any repair recommended by TIMEX in excess of $12, and to replace the watch if it can not be repaired
Regards,
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I am writing you in regards to an incident that happened in my storeThere was a man that made a complaint about how we broke off his crown on a Timex watchWe took it in and the lady said it had been in her purse for a week and she just got around to bringing it in for a batteryWe went to
change the battery and saw that there was no crown to set the time so we let her know that we cannot set it without the crownSo she contacted her husband and he told her to send her a picture of the watch he then told her that it was not like that when he gave it to herWe said well since it was in your purse it could have broke offWe didn't ever touch the crown because there was no need to when we only mess with the crown when going to set it and that is the last thing to do when changing the batteryThen the guy accused of us sticking the crown in our pockets and we have had some that have been missing in the past and we told the customer and there was never an issue or accusation of thisIf there is something that ever breaks and we are the cause then we always offer them to get our watch guy to fix it of course there are going to be things that happen not purposely and we have no problem with paying for itWe called Timex and they told us it would be dollars to fixWe always stand behind anything that is our fault and we fix itThis was not something that can happen unless someone is pulling on the crown or it is caught on something so therefore we know it was not our faultPeople come in and don't even realize its missing and sometimes people don't even realize that they have a solar watch and it doesn't need to be changed and we tell them and again they say ok and take it to charge it by light but we always let the customer know what is going on with it and there is never this type of problemI am not sure why it came to all of this
Complaint: ***
I am rejecting this response because it is factually incorrect, contains outright falsehood, and does not offer any resolution to the situation: At no time did the owner request a picture Once the employee stated that the crown MUST HAVE BEEN broken beforehand, the owner has taken that position and allowed no alternative I have asked to see the security video and the owner changed the subject The employee did not notice anything wrong with the watch until AFTER she had changed the batter The back of the watch (press on) is not aligned correctly on the back of the watch - therefore there is evidence that the watch was opened My wife stated that the employee had to really lean on the press to put the watch case back together When I first called, the initial response was to bring the watch back in, but the owner immediately called back and stated that it was obviously broken before and that they could not help me I could hear the employee in the background saying that their watch repair contractor would not be able to fix it.4.This is the second time that this store has damaged one of our watches, and in both cases the behavior was the same They immediately (a) implied that the watch was cheap (b) denied any responsibility (c) refused to make any accommodation or remedy We did not attempt any remedy the first time, but the second time it was too much This business has a trend of treating their customers poorlyAt no point has the owner made any offer to remedy the situation other than the suggestion that I go and get my cheap watch fixed myself somewhere else If the owner had offered to send the watch in for repair immediately (even if they were to charge me an additional $12) I would not have been upset The watch retails for $250, but even if it were a $watch, I would have expected to be treated better.The situation came to the current state, because as is obvious in the owners response, they have no respect for their clients and not only automatically assume that they are ignorant and gullible, but also treat them that way, even when it would be in their best interest to do otherwise Similar reviews on other sites support my position.I have now sent the watch to be repaired at the manufacturer Once I have a damage evaluation and estimate for repair I will be able to provide an update The issue remains unresolved, and I will continue to pursue resolution through all acceptable means necessary My proposed resolution is for the owner to apologize, to agree to pay for any repair recommended by TIMEX in excess of $12, and to replace the watch if it can not be repaired
Regards,
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