Martian Watches

Dear [redacted] , I am responding to the customer's complaint that we would not return his water-damaged watch to him if he purchased a new watch at a significant discount (less than the price of repairing his water-damaged watch) It seems that he may have submitted his complaint before the conversation was completed, because although your letter to us is dated 4/29/14, we had already realized we'd neglected to spell out the terms of our "damaged product" policy in our email before he took us up on the offer to receive a new watch at a discounted price rather than have the damaged unit repaired, so we returned his damaged watch to him on 4/22/and FedEx left it at his front door on 4/28/I can submit the FedEx tracking number to you if you would like to confirm this for yourselves I can provide the entire email conversation and photographs we provided him to show the water damage if they are useful to your case We do wish to make sure our customers are satisfied with our service, and this miscommunication was quickly rectifiedWe will strive to do the same with every customer who purchases from us in the future Thank you for your time Sincerely, [redacted] Director of Marketing MARTIAN WATCHES [redacted] Irvine, CA ###-###-####

I recently purchased the new G2 Voice through kick-starter. I was so happy that it arrived after 4 months, I couldn't wait to try it. I have never been so disappointed in a product after waiting so long. It is a fine looking watch but pales in comparison to many other smart watches. I own to Martian notifiers and this seems to be just a step up. I have been trying to return this item which I never wore, just set it up to try. Customer service is terrible it has taken 2 weeks without a response. There is no telephone number to actually talk to someone. I don't know what my recourse is. Please submit.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear [redacted],
 
I am responding to the customer's complaint that we would not return his water-damaged watch to him if he purchased a new watch at a significant discount (less than the price of repairing his water-damaged watch).
 
It seems that he may have submitted his complaint...

before the conversation was completed, because although your letter to us is dated 4/29/14, we had already realized we'd neglected to spell out the terms of our "damaged product" policy in our email before he took us up on the offer to receive a new watch at a discounted price rather than have the damaged unit repaired, so we returned his damaged watch to him on 4/22/14 and FedEx left it at his front door on 4/28/14. I can submit the FedEx tracking number to you if you would like to confirm this for yourselves.
 
I can provide the entire email conversation and photographs we provided him to show the water damage if they are useful to your case.
 
We do wish to make sure our customers are satisfied with our service, and this miscommunication was quickly rectified. We will strive to do the same with every customer who purchases from us in the future.
 
Thank you for your time.
 
Sincerely,
[redacted]
Director of Marketing
MARTIAN WATCHES
[redacted]
Irvine, CA 92618
###-###-####

Review: I contacted martian watches because the battery in my watch from them did not charge anymore. The watch still worked and I used it while plugged into the charger on my desk. But when they said I could mail it in to get a new battery I took their offer to get it fixed for around 60$. I sent the watch and they said it had gotten wet and that it would cost 160 to fix my watch but they would give me a discount on a new watch. Well since mine already worked plugged in and I mostly just hung it from my desk I figured it would be fine to buy a new one and just have my old one sent back. So I ordered the new one and then contacted them to figure out how to have mine sent back. They told me NO. They said that since I bought the new one at a discount I couldnt have mine back. I have contacted them that I didnt agree to this and they have refused to respond. Nowhere in our conversation did they say this was the deal. Here is a cut and paste of the conversation between me and the Martian Customer service centerThe quote on repairing a water damage Martian is $160 plus tax and shipping. However we appreciate your support and interest in Martian watches. We like to offer you a 50% off on 1 Martian watch if you place a new order. You will be paying $150 with a new watch instead of $160 to repair your Martian. The repair process may take up to several weeks. We need to send the watch back to Taiwan factory to repair. I am sorry that your Martian had exposed to water. Please let me know if you would like to place a new order or repair your Martian. If you need further assistance please feel free to let me know.nowhere here did it say I couldnt have my old watch back if I ordered a new one from them. I can provide the entire conversation if needed. It just wont fit on hereDesired Settlement: I want my old watch back. it worked but just had to be plugged in. Plus it still kept time since the other battery worked. Nowhere in the entire conversation did they say they would keep my old watch if I took the discount offer.

Business

Response:

Dear [redacted],

I am responding to the customer's complaint that we would not return his water-damaged watch to him if he purchased a new watch at a significant discount (less than the price of repairing his water-damaged watch).

It seems that he may have submitted his complaint before the conversation was completed, because although your letter to us is dated 4/29/14, we had already realized we'd neglected to spell out the terms of our "damaged product" policy in our email before he took us up on the offer to receive a new watch at a discounted price rather than have the damaged unit repaired, so we returned his damaged watch to him on 4/22/14 and FedEx left it at his front door on 4/28/14. I can submit the FedEx tracking number to you if you would like to confirm this for yourselves.

I can provide the entire email conversation and photographs we provided him to show the water damage if they are useful to your case.

We do wish to make sure our customers are satisfied with our service, and this miscommunication was quickly rectified. We will strive to do the same with every customer who purchases from us in the future.

Thank you for your time.

Sincerely,

Director of Marketing

MARTIAN WATCHES

Irvine, CA 92618

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,