We trust that this will be the last communication from this customerWe will no longer respond to his complaintsI have again reached out to the Movado Company Store and the Regional ManagerThis 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 storeThey have sent him the free giftThey have tried just about everything to assist this customerEverything that they have tried, he refusesPlease be advised that our Movado Company Stores sells watches that are discontinued pieces and therefore are sold at a dramatic discountThe 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 secondsMany 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 scratchesThis customer was aware that the watch was scratched when he purchased the watchWe believe that this customer is trying to harass us with unreasonable requestsAny other watch that he selects will have the same imperfectionSince 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
Dear Valued Customer: I apologize for the delay but we can assure you that you have been fully credited as of yesterday for the repairPlease check with your credit card company thank you!
Ms [redacted] emailed us stating that her watch was not working again and she would like a replacementWe 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 firstWe did issue a credit for the charges on her previous repair without seeing the watch again and the damage she emailed us about
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
Mandatory services relates to anything that has to do with the functioning of the timepiece, whereas suggested services are for cosmetic purposesSince this is something our watch repairman felt could ultimately cause the movement to malfunction over time, it was listed under mandatoryAs far as the spotting on the dial, the watch is being looked at under a high power jewelers loopThis is not something that is always visible with the naked eyeOur intention is never to steal money from anyone, only to point out work we feel should be addressedIf there was error made on our estimate, I sincerely apologize, and we will work hard to ensure these errors do not happen againWhen 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 incorrectHad 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
Complaint: [redacted] I am rejecting this response because:the email says I have to pick up the watch and that is NOT REASONABLE I am asking for a shipment as I stated very clearly Idon't live near the store and in regards of the phone call your Reginal manager woke me up in the morning and that's why I hung up and also he should have stated he was the regional manager and I could have told him to call me back laterMost high end stores ask for a preferred time to be contacted maybe you should consider that before waking people up! The second call I missed and when I was about to call it back I saw your nasty email which also stated you won't reply so that's why we are here Thank you Regards, [redacted]
We are in receipt of your letter dated October 17, 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 complaintPlease see the sequence below: • Sunday, October 12, 6:09PM: Customer, Mr.***, contacted our office via email which states, “This service had been far from exceptionalThis is my third attempt within the past THREE weeks about a previous repair breaking the functionality of my watchI sent it in for the Crystal to be replaced and the watch no longer works properlyIt doesn't make any senseI suppose no one is checking these emails, so I will take other measures to get the quality customer service I should have already receivedThis is ridiculous and completely unacceptable!!! • Tuesday, October 14, 11:47: Our response to Mr.***“Dear Mr.***: Thank you for your inquiryWe are truly sorry for the lack of response, it appears that your inquiry was re-routed we are not sureHowever, in checking the notes our records indicate that you have contacted our Call Center and an electronic label will be sent to youWe are sorry that you have experienced problems with your recently repaired timepieceAgain, we are sorry that we did not locate your prior inquiriesWe would like you to know that the Customer Care Response Team has to 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 timepieceHowever, we did not locate the prior emails.” Best regards, Customer Service Movado Group Inc• Tuesday, October 14, 9:35amCustomer, Mr.***, called our Call Center DepartmentThe Notes by our Call Center Representative, who took his call, stated “Customer called says his watch now has stopped workingAdvised customer that watch needs to be returned to us for evaluation.” She then sent an Electronic Label to his email address under***In checking the [redacted] tracking number, [redacted] , our records indicate that it has not been usedIn regard to Mr [redacted] complaint, “They have the responsibility that the staff are properly fixing the watches before sending them back to the consumerMy 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 hoursIf the watch passed Quality Control it is then shipped to the customer, if it fails it is then returned to the technicianWhen the watch left our repair facility on September 16, it was working fineOur 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 yearThat 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 customerIn conclusion, if the customer did not receive the Electronic Label we are not sure why he did not contact usOftentimes if the customer did not receive the Electronic Label we would ask that they check SPAM mailWwe are not sure if he did not receive the label, since there was no communication to our Call Center after October 14, 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 assessmentBest regards, [redacted] Customer Service Movado Group Inc
Complaint: I am rejecting this response because:No label has been receivedNo communications have been receivedThe business response says "please contact us"I have beenI've called and I've emailed repeatedly for TWO WEEKS without a single responseI keep communicating, and I keep getting ABSOLUTELY NO RESPONSE WHATSOEVERTo answer the business responsethey ask me to communicate with them, and I have, repeatedly, for weeks, to no avail (with no response whatsoever).Please email me a labelIt takes about seconds to create and email a labelThus far, 1,209,seconds have transpired since my request Regards, [redacted]
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]
Hello [redacted] , A voicemail was left for your today, January 13, we are in need of the numbers engraved on the back of your watch to identify the correct claspPlease respond to the email with this information so we are able to provide you with the information needed
I received the refund on my cardI appreciate that, and it was indeed above and beyond what they had needed to do, so thank youThat said, I have to seriously suggest that they make their process for repairs better, and especially recommend that they hire people to answer emailsTo date, in all these months of sending emails; I have yet to receive one single email response to any of my emails sentI applaud them for taking care of the customer in the end, however, strongly suggest they take steps to overhaul their communications apparatus Regards, [redacted]
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 of the attachment "total suggested repairs" Again the watch is running completely fine since the [redacted] battery replacementI do not see any "spots on hand(s)" either as claimed in your report Regards, [redacted]
We trust that this will be the last communication from this customerWe will no longer respond to his complaintsI have again reached out to the Movado Company Store and the Regional ManagerThis 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 storeThey have sent him the free giftThey have tried just about everything to assist this customerEverything that they have tried, he refusesPlease be advised that our Movado Company Stores sells watches that are discontinued pieces and therefore are sold at a dramatic discountThe 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 secondsMany 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 scratchesThis customer was aware that the watch was scratched when he purchased the watchWe believe that this customer is trying to harass us with unreasonable requestsAny other watch that he selects will have the same imperfectionSince 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
Dear Valued Customer: I apologize for the delay but we can assure you that you have been fully credited as of yesterday for the repairPlease check with your credit card company thank you!
Ms [redacted] emailed us stating that her watch was not working again and she would like a replacementWe 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 firstWe did issue a credit for the charges on her previous repair without seeing the watch again and the damage she emailed us about
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
Mandatory services relates to anything that has to do with the functioning of the timepiece, whereas suggested services are for cosmetic purposesSince this is something our watch repairman felt could ultimately cause the movement to malfunction over time, it was listed under mandatoryAs far as the spotting on the dial, the watch is being looked at under a high power jewelers loopThis is not something that is always visible with the naked eyeOur intention is never to steal money from anyone, only to point out work we feel should be addressedIf there was error made on our estimate, I sincerely apologize, and we will work hard to ensure these errors do not happen againWhen 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 incorrectHad 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
Complaint: [redacted] I am rejecting this response because:the email says I have to pick up the watch and that is NOT REASONABLE I am asking for a shipment as I stated very clearly Idon't live near the store and in regards of the phone call your Reginal manager woke me up in the morning and that's why I hung up and also he should have stated he was the regional manager and I could have told him to call me back laterMost high end stores ask for a preferred time to be contacted maybe you should consider that before waking people up! The second call I missed and when I was about to call it back I saw your nasty email which also stated you won't reply so that's why we are here Thank you Regards, [redacted]
We are in receipt of your letter dated October 17, 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 complaintPlease see the sequence below: • Sunday, October 12, 6:09PM: Customer, Mr.***, contacted our office via email which states, “This service had been far from exceptionalThis is my third attempt within the past THREE weeks about a previous repair breaking the functionality of my watchI sent it in for the Crystal to be replaced and the watch no longer works properlyIt doesn't make any senseI suppose no one is checking these emails, so I will take other measures to get the quality customer service I should have already receivedThis is ridiculous and completely unacceptable!!! • Tuesday, October 14, 11:47: Our response to Mr.***“Dear Mr.***: Thank you for your inquiryWe are truly sorry for the lack of response, it appears that your inquiry was re-routed we are not sureHowever, in checking the notes our records indicate that you have contacted our Call Center and an electronic label will be sent to youWe are sorry that you have experienced problems with your recently repaired timepieceAgain, we are sorry that we did not locate your prior inquiriesWe would like you to know that the Customer Care Response Team has to 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 timepieceHowever, we did not locate the prior emails.” Best regards, Customer Service Movado Group Inc• Tuesday, October 14, 9:35amCustomer, Mr.***, called our Call Center DepartmentThe Notes by our Call Center Representative, who took his call, stated “Customer called says his watch now has stopped workingAdvised customer that watch needs to be returned to us for evaluation.” She then sent an Electronic Label to his email address under***In checking the [redacted] tracking number, [redacted] , our records indicate that it has not been usedIn regard to Mr [redacted] complaint, “They have the responsibility that the staff are properly fixing the watches before sending them back to the consumerMy 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 hoursIf the watch passed Quality Control it is then shipped to the customer, if it fails it is then returned to the technicianWhen the watch left our repair facility on September 16, it was working fineOur 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 yearThat 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 customerIn conclusion, if the customer did not receive the Electronic Label we are not sure why he did not contact usOftentimes if the customer did not receive the Electronic Label we would ask that they check SPAM mailWwe are not sure if he did not receive the label, since there was no communication to our Call Center after October 14, 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 assessmentBest regards, [redacted] Customer Service Movado Group Inc
Complaint: I am rejecting this response because:No label has been receivedNo communications have been receivedThe business response says "please contact us"I have beenI've called and I've emailed repeatedly for TWO WEEKS without a single responseI keep communicating, and I keep getting ABSOLUTELY NO RESPONSE WHATSOEVERTo answer the business responsethey ask me to communicate with them, and I have, repeatedly, for weeks, to no avail (with no response whatsoever).Please email me a labelIt takes about seconds to create and email a labelThus far, 1,209,seconds have transpired since my request Regards, [redacted]
Complaint: [redacted] I am rejecting this response because I want a replacement not a refund Regards, [redacted]
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]
Thanks for your help the watch was returned todayThanks again
Hello [redacted] , A voicemail was left for your today, January 13, we are in need of the numbers engraved on the back of your watch to identify the correct claspPlease respond to the email with this information so we are able to provide you with the information needed
I received the refund on my cardI appreciate that, and it was indeed above and beyond what they had needed to do, so thank youThat said, I have to seriously suggest that they make their process for repairs better, and especially recommend that they hire people to answer emailsTo date, in all these months of sending emails; I have yet to receive one single email response to any of my emails sentI applaud them for taking care of the customer in the end, however, strongly suggest they take steps to overhaul their communications apparatus Regards, [redacted]
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 of the attachment "total suggested repairs" Again the watch is running completely fine since the [redacted] battery replacementI do not see any "spots on hand(s)" either as claimed in your report Regards, [redacted]