Movado Group, Inc.

Upon receiving the customer's timepiece, our watchmaker tested the movement and found that there was a problem with itWe did not inform the customer that it was not working at all, only that something was malfunctioning, and it was our recommendation to replace it before it stopped working
completelyReplacing a battery in a watch with a bad movement is only a temporary fix to a long term problemIt will "kick start" the movement for a little while, but will eventually stop againWe are not attempting to steal anyone's money, only informing them of the repairs that should be done

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me if the shipping costs are also covered, thank you
Regards,
*** ***

I apologize, I do not know who this customer spoke with, but they were misinformedThe movement, battery and gaskets on the watch are covered under two years which also includes the chronograph functionsI have reached out to the customer to provide information on sending the watch in for repair

We are in receipt of your letter dated October 31, which was received on November 4, To address the above customer’s complaint regarding warranty repairs, please be advised that our warranty protection guideline stipulates that "Movado will, within two (2) years from date of purchase,
repair or replace (at 's option) the movement of your watch free of charge if such movement proves to be defective in material or workmanship under use….This warranty does not cover batteries, straps, bracelets, or crystal, nor does it cover damages arising from accidents or misuse, wear, scratchesAlso, in order for us to provide service under the warranty protection guidelines we require documentation in the form of a valid warranty protection card or proof of purchase in the form of a receipt from an authorized retailerOur authorized retailers can be found at ***Additionally, internet vendors and other unauthorized entities typically obtain their goods from a variety of sourcesMovado can only guarantee and provide warranty service of watches sold by the retailers who purchase those watches from us, in short our authorized dealers and we can warranty services from watches purchased from Movado authorized retailersTherefore, watches purchased from unauthorized retailers are not covered by the terms of our manufacturer’s limited warrantyAdditionally, it is not uncommon for internet retailers to advertise watches they in fact do not have and may not be able to obtainMoreover, watches sold by unauthorized vendors could be seconds or refurbishedIn the United States, except for discontinued product, Movado Group sells directly only to authorize retailersGrey market goods (merchandise sold outside of the manufacturer’s established distribution channels) and counterfeit goods continue to be problems for most manufacturers of luxury goods, including watchesWe would like you to know that Movado devotes considerable resources fighting this type of issue from time to timeAlthough Movado’s efforts in this regard are largely effective, it is impossible for us or any other manufacturer to completely eliminate grey market and counterfeit goodsWe would not be acting prudently as a public company is we provide warranty service to all watches that are purchased from unauthorized entitiesPlease be advised that this information was provided to this customer and he was most dismissiveWe do not honor repairs for warranty repairs regardless if the watch is a genuine Movado watch, the watch must be purchased from an authorized Movado retailerAdditionally, even if this customer had a valid warranty card from an authorized retailer, we cannot determine warranty repairs unless the watch is sent to our facility for an assessment, only then it will be determined if it is a warranty repairPlease see correspondence from this customer and our responsesWe are not sure why this issue would be raised with the Revdex.com since our policy states that we do not cover repairs under warranty if the watch was not purchased from an authorized retailerThis information can be found on our websiteIf this customer would like to send his watch to us for servicing, he can follow the instructions we provided in our initial response on October 20, and if he includes a copy of this email I will be happy to provide him with a discount but again, would not cover under warranty as outlined aboveBest regards, *** ** *** Customer Service Movado Group IncFrom: *** Sent: Friday, October 24, 12:PM To: '*** ***' As we explained in our initial email response Movado Group Inc., do not warranty repairs for watches purchased from***They are not an authorized channel of distribution for any of our brandsBest regards, Customer Service Movado Group IncFrom: *** *** [mailto:***] Sent: Thursday, October 23, 4:PM To: ***-US Subject: Re: FW: MGI Repairs Service - Contact Us - watch_repair ThanksI got the order detailI have contract for the warranty, but they say the watches sold by *** are not qualified for the warranty since *** is NOT a Authorized RetailerBut on you purchase webpage, you did list the watch you sold has Manufacture's warranty! Can you contact costumer service or reimburse my repair cost? From: ***-US Sent: Thursday, October 23, 3:PM To: '*** ***' *** is not an authorized retailer for any of our brand, therefore repairs are not covered under warrantyBest regards, *** *** Movado Group IncFrom: *** *** [mailto:***] Sent: Thursday, October 23, 3:PM To: ***-US ThanksI purchase this watch from***, I have the receipt (show purchase within years) and warranty cardBut the warranty card is not signed by the seller, since it is an online orderWill that be covered under warranty? Sent: Thursday, October 23, 3:PM To: '***' Dear Valued Customer: Thank you for your inquiry.The cost of shipping the watch to us is the responsibility of the consumer, if upon receipt and the repairs is a warranty repair, the repairs will be performed and there will be no charge for shipping the watch back to youHowever, we are unable to provide an estimate to repair unless our technician has the opportunity to physically examine your watchIf you would like to send your watch to us for an assessment you may send it to the address belowIf the timepiece is still within the warranty period, please include warranty protection card or sales receiptIf your watch is out of warranty, you will receive an estimate indicating all repair costsUpon receipt our technician will provide you with a written estimate/evaluationValid Warranty cards must have the Authorized Retailer's name embossed on the front, must be signed by the Retailer, and must have the date of purchase indicatedFor all our authorized retailers, please visit our website at ***Best regards, Customer Service Movado Group IncSent: Monday, October 20, 3:PM Message I purchase my watch in Nov I find the cover of the face fall offI see you have year warrantyWill I have to pay the shipping for the repair if I am qualified for the warranty?

On Movado Repair***-***-***for style ***, Movado will cover the suggested polishing services for the case and bracelet as a courtesy

We certainly understand how upsetting this situation is, but we could not process a potential replacement until we had the original watch come back in for evaluation.

Dear Valued Customer: I apologize for the delay but we can assure you that you have been fully credited as of yesterday for the repair. Please check with your credit card company.  thank you!

We trust that this will be the last communication from this customer. We will no longer respond to his complaints. I have again reached out to the Movado Company Store and the Regional Manager. This customer refuses to speak to the store or the Regional Manager, he terminates the call whenever they try to call him.The have sent him a prepaid label to return the watch to the store. They have sent him the free gift. They have tried just about everything to assist this customer. Everything that they have tried, he refuses. Please be advised that our Movado Company Stores sells watches that are discontinued pieces and therefore are sold at a dramatic discount. The mechanism (inner workings of the watch) are operationally perfect, however, some pieces may have minor, often imperceptible cosmetic blemishes, which oftentimes is not visible to the naked eye and does not affect the proper functioning of the watch.  Please keep in mind that these pieces are not refurbished and/or factory seconds. Many of our watches are engraved MR (Movado Retail) or MCS (Movado Company Stores).   Whenever a current or core merchandise, Hence, the watches may have some scratches. This customer was aware that the watch was scratched when he purchased the watch. We believe that this customer is trying to harass us with unreasonable requests. Any other watch that he selects will have the same imperfection. Since he refuses to speak with the Manager and the Regional Manager, we at Corporate Headquarters will no longer respond to any requests from this customer.We are truly sorry but we have worked with all our customers and this is the first time that we have had such an issue.As you are aware from our files, we have provided amicable resolutions to all our customers and this is first time that we have come across such an unreasonable situation.  Since customer refuses to speak to the Manager and Regional Manager, there is nothing at the Corporate level that we can offer.

We are in receipt of your letter dated October 17, 2014 which we received on October 21, 2014, regarding the complaint by [redacted]. Firstly, we are somewhat surprised that Mr. [redacted] contacted the Revdex.com since our documentation indicates that we responded and addressed his...

complaint. Please see the sequence below: • Sunday, October 12, 2014 6:09PM: Customer, Mr.[redacted], contacted our office via email which states, “This service had been far from exceptional.... This is my third attempt within the past THREE weeks about a previous repair breaking the functionality of my watch. I sent it in for the Crystal to be replaced and the watch no longer works properly. It doesn't make any sense. I suppose no one is checking these emails, so I will take other measures to get the quality customer service I should have already received. This is ridiculous and completely unacceptable!!! • Tuesday, October 14, 2014 11:47: Our response to Mr.[redacted]. “Dear Mr.[redacted]: Thank you for your inquiry. We are truly sorry for the lack of response, it appears that your inquiry was re-routed we are not sure. However, in checking the notes our records indicate that you have contacted our Call Center and an electronic label will be sent to you. We are sorry that you have experienced problems with your recently repaired timepiece. Again, we are sorry that we did not locate your prior inquiries. We would like you to know that the Customer Care Response Team has 2 to 3 business days to respond to all inquiries it is somewhat faster to contact our Call Center at ###-###-#### Monday through Friday 9:00am to 5:00pm EST for status of watch repairs or any questions pertaining to your timepiece. However, we did not locate the prior emails.” Best regards, Customer Service Movado Group Inc. • Tuesday, October 14, 2014 9:35am. Customer, Mr.[redacted], called our Call Center Department. The Notes by our Call Center Representative, who took his call, stated “Customer called says his watch now has stopped working. Advised customer that watch needs to be returned to us for evaluation.” She then sent an Electronic Label to his email address under[redacted]. In checking the [redacted] tracking number, [redacted], our records indicate that it has not been used. In regard to Mr. [redacted] complaint, “They have the responsibility that the staff are properly fixing the watches before sending them back to the consumer. My watch worked fine before I sent it to them minus the superficial crack on the crystal”. Please be advised that whenever we provide a service on our timepieces, once the service has been completed the timepiece is then sent to the Quality Control Department for 48 hours. If the watch passed Quality Control it is then shipped to the customer, if it fails it is then returned to the technician. When the watch left our repair facility on September 16, 2014 it was working fine. Our warranty protection guidelines for repairs and/or service stipulate that the repairs are covered for a period of one year should the watch return to us for the same repair within the year. That is the reason our Call Center Representative sent the Prepaid Electronic Label for the watch to be returned to us at no cost to the customer. In conclusion, if the customer did not receive the Electronic Label we are not sure why he did not contact us. Oftentimes if the customer did not receive the Electronic Label we would ask that they check SPAM mail. Wwe are not sure if he did not receive the label, since there was no communication to our Call Center after October 14, 2014. If Mr. [redacted] did not receive the label he can contact me directly and another label will be sent for the watch to be returned us for an assessment. Best regards, [redacted] Customer Service Movado Group Inc.

Thanks for your help the watch was returned today. Thanks again.

Complaint: [redacted]
I am rejecting this response because:The original document sent to me after the watch was received had the work order listed under a bold heading reading "mandatory service" which contradicts your statements There is a blank box under page 3 of the attachment "total suggested repairs" Again the watch is running completely fine since the [redacted] battery replacement. I do not see any "spots on hand(s)" either as claimed in your report.
Regards,
[redacted]

Mandatory services relates to anything that has to do with the functioning of the timepiece, whereas suggested services are for cosmetic purposes. Since this is something our watch repairman felt could ultimately cause the movement to malfunction over time, it was listed under mandatory. As far as the spotting on the dial, the watch is being looked at under a high power jewelers loop. This is not something that is always visible with the naked eye. Our intention is never to steal money from anyone, only to point out work we feel should be addressed. If there was error made on our estimate, I sincerely apologize, and we will work hard to ensure these errors do not happen again. When an estimate is questioned while the watch is still in our possession, we are happy to have the watch looked at again to see if the original evaluation was incorrect. Had this been the case here, and we were asked to check the timepiece again and found we made a mistake, we certainly would have updated our records and estimate immediately.

We are in receipt of your letter dated April 29, 2015 regarding the claim by the above complainant requesting monetary compensation. Below is the email customer sent to us on April 23, 2015, “I am writing to express my disappointment with the Movado brand. I am in the process of a service claim...

(covered under warranty; replacement of movement, battery and gaskets) of my brand new 1 month old watch which I purchased. Actually, this is a replacement watch I had to get in lieu of the original watch I had to return because it sold defective to me. I want to know how you are going to compensate me for this ordeal and for being sold two defective watches. I am planning to speak to Revdex.com and will never be recommending this brand again. I need some sort of monetary compensation for being duped like this.” 1. Responded to the complainant on April 23, 2015 that Movado Group Inc., do not provide monetary compensation to any of our customers. Since the first watch customer purchased did not function, our Movado Company Store provided complainant with a brand new watch without any questions. 2. Advised customer of our warranty protection guidelines which stipulates that "Movado will, within two (2) years from date of purchase, repair or replace (at Movado's option) the movement of your Movado watch free of charge if such movement proves to be defective in material or workmanship under normal use…. Therefore, your watch is covered under the two-year warranty guidelines and services were performed under warranty. Please keep in mind that only the manufacturer, in this case, Movado Group Inc., can deem a watch defective, no one else. If a watch is in the retailer’s showcase for a period of time, the battery can be exhausted or the movement can stop functioning, since it is a working mechanism and that does not make a watch ‘defective’. That is the reason for the two-year warranty. 3. Services were provided under warranty. 4. Our Movado Company Stores and Movado Group Inc. do not have a policy to provide monetary compensation. 5. Our Movado Company Store indicated that they will be able to provide as a courtesy a ‘leather bound journal’. If customer agrees to accept this offer she may contact our Movado Company Store and ask for the Manager since the Manager is aware of this complaint and she will mail it to her. No other complimentary gift will be provided. In conclusion, customer was given a new watch on March 1, 2015 and we subsequently provided service under warranty. We are unable to grant this customer monetary compensation as she is requesting. If we should grant requests such as this we would not be acting prudently as a public company. Again, we cannot provide any type of monetary compensation to this customer. Best regards, Fay M.

Complaint: 12381886
I am rejecting this response because:No label has been received. No communications have been received. The business response says "please contact us". I have been. I've called and I've emailed repeatedly for TWO WEEKS without a single response. I keep communicating, and I keep getting ABSOLUTELY NO RESPONSE WHATSOEVER. To answer the business response.... they ask me to communicate with them, and I have, repeatedly, for weeks, to no avail (with no response whatsoever).Please email me a label. It takes about 20 seconds to create and email a label. Thus far, 1,209,600 seconds have transpired since my request. 
Regards,
[redacted]

We sincerely apologize for the length in time it took to respond, we are currently experiencing some delays. I checked our records and see that we sent the shipping label on 9/11. If has not been received, please contact us so we can verify we have all of the correct information on file and can...

re-send it. We will make sure to resolve this quickly.

Ms. [redacted] emailed us stating that her watch was not working again and she would like a replacement. We informed her that we would not be able to determine if we could replace the timepiece until it came back to our facility because we would have to evaluate it first. We did issue a credit for the...

charges on her previous repair without seeing the watch again and the damage she emailed us about.

Complaint: [redacted]
I am rejecting this response because I want a replacement not a refund. 
Regards,
[redacted]

I received the refund on my card. I appreciate that, and it was indeed above and beyond what they had needed to do, so thank you. That said, I have to seriously suggest that they make their process for repairs better, and especially recommend that they hire people to answer emails. To date, in all these months of sending emails; I have yet to receive one single email response to any of my emails sent. I applaud them for taking care of the customer in the end, however, strongly suggest they take steps to overhaul their communications apparatus. 
Regards,
[redacted]

We have addressed the customer's complaint and worked to ensure his repairs were completed as quickly as possible and that his timepiece is shipping right away.

Complaint: [redacted]
I am rejecting this response because:why would I trust your firm to make an adequate assessment having failed three times!
Regards,
[redacted]