Noblesville Clock Company

Mr [redacted] brought in two cuckoo clocks to the Noblesville Clock Company on February 16, for repair At that time, he was quoted $for a new movement for the 2-weight 8-day cuckoo clock and $for a new movement for the 3-weight 1-day cuckoo clock At that time he was quoted to have the repairs completed within a 30-day time frame However, at the time that quote was given, it was based on the premise that both movements would be readily available from our supplier as they had been in the past In addition, since both cuckoo clocks were brought in together on the same day, we try to have both clocks ready for the customer at the same time When Mr [redacted] called us in May he was notified then that one of his movements for his cuckoo clock was on backorder When Mr [redacted] called again in September 2015, not October 2015, as my son was not on vacation in October, I informed him then that the clocks were disassembled and would be completed upon my son’s return However, I was unaware that one of the movements was on backorder and had been since March as it is difficult to track repairs when at any given time we have to clocks either regulating waiting for customers to pick them up or waiting to be serviced For this reason, many clock shops around the country have stopped working on cuckoo clocks because movements and/or parts are getting harder and sometimes impossible to obtain and customers have difficulty understanding that as their wait may be longer than anticipated The few clock shops that do repair cuckoo clocks are running a back log of nine to twelve months, which we would have as well had we known at that time that the movement was on backorder We spoke to Mr [redacted] on December 3, and notified him that he would be called back that day to give him a more accurate time frame as to when he could expect his cuckoo clocks after we checked our inventory, as we wanted to give him precise information After checking our inventory, we advised Mr [redacted] that we had one movement to replace his old one in his 2-weight 8-day cuckoo clock and it would be ready by the beginning of next week However, the movement for his 3-weight one-day cuckoo clock was still on backorder We contacted another supplier who also had the movement on backorder, but they had information that the maker of the movement was going to discontinue the movement and offered to send us something comparableSo, we informed him the comparable movement should be in sometime the following week On December 5, we contacted Mr [redacted] again and told him his 2-weight 8-day cuckoo clock was ready for pick up He was very pleased and said he would be in first thing Monday morning However, Mr [redacted] never showed up to pick up his clock In regards to discounting the price of his clocks due to his lengthy wait, the reason behind his wait is not his fault, nor the fault of the Noblesville Clock Company As a result of having to use a comparable movement for one of his clocks it would prove to be a time consuming and very difficult job that in actuality would result in a higher cost to do such conversion, but we decided to fray that cost from his total bill on that particular cuckoo clock due to his wait and leave it at the price originally quoted of $ Our resolution to this complaint is Mr [redacted] can pick up his 2-weight, 8-day cuckoo clock, which he stated on the 5th he would be in to pick up and pay for on December 7th for the price originally quoted at $ As for his 3-weight 1-day cuckoo clock we will reassemble the clock with the original parts and he is free to pick that one up and take it somewhere else to be repaired since he is dissatisfied with our service We regret that this happened, but we do not manufacture movements nor import movements and are strictly at the mercy of the German manufacturers and U.Simporters We successfully service over 1,repairs a year and at least to of those are cuckoo clocks and seldom run into situations like this, but it does happen regretfully on occasion Sincerely, Clark V [redacted] Owner

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I will pick up my two clocks and pay for the one that has been repaired I was never told until Dec5th that parts were on backorder They just kept saying they would get them repaired I have wasted months because of their poor customer service I certainly will not use their business again or recommend them to anyone Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I will pick up my two clocks and pay for the one that has been repaired. I was never told until Dec5th that parts were on backorder. They just kept saying they would get them repaired. I have wasted months because of their poor customer service I certainly will not use their business again or recommend them to anyone
Regards,
*** ***

Mr. [redacted] brought in two cuckoo clocks to the Noblesville Clock Company on February 16, 2015 for repair.  At that time, he was quoted $300 for a new movement for the 2-weight 8-day cuckoo clock and $240.00 for a new movement for the 3-weight 1-day cuckoo clock.  At that time he was...

quoted to have the repairs completed within a 30-60 day time frame.  However, at the time that quote was given, it was based on the premise that both movements would be readily available from our supplier as they had been in the past.  In addition, since both cuckoo clocks were brought in together on the same day, we try to have both clocks ready for the customer at the same time.
 
When Mr. [redacted] called us in May 2015 he was notified then that one of his movements for his cuckoo clock was on backorder.  When Mr. [redacted] called again in September 2015, not October 2015, as my son was not on vacation in October, I informed him then that the clocks were disassembled and would be completed upon my son’s return.  However, I was unaware that one of the movements was on backorder and had been since March as it is difficult to track repairs when at any given time we have 200 to 300 clocks either regulating waiting for customers to pick them up or waiting to be serviced.  For this reason, many clock shops around the country have stopped working on cuckoo clocks because movements and/or parts are getting harder and sometimes impossible to obtain and customers have difficulty understanding that as their wait may be longer than anticipated.  The few clock shops that do repair cuckoo clocks are running a back log of nine to twelve months, which we would have as well had we known at that time that the movement was on backorder.
 
We spoke to Mr. [redacted] on December 3, 2015 and notified him that he would be called back that day to give him a more accurate time frame as to when he could expect his cuckoo clocks after we checked our inventory, as we wanted to give him precise information.  After checking our inventory, we advised Mr. [redacted] that we had one movement to replace his old one in his 2-weight 8-day cuckoo clock and it would be ready by the beginning of next week.  However, the movement for his 3-weight one-day cuckoo clock was still on backorder.  We contacted another supplier who also had the movement on backorder, but they had information that the maker of the movement was going to discontinue the movement and offered to send us something comparable. So, we informed him the comparable movement should be in sometime the following week.
 
On December 5, 2015 we contacted Mr. [redacted] again and told him his 2-weight 8-day cuckoo clock was ready for pick up.  He was very pleased and said he would be in first thing Monday morning.  However, Mr. [redacted] never showed up to pick up his clock. 
 
In regards to discounting the price of his clocks due to his lengthy wait, the reason behind his wait is not his fault, nor the fault of the Noblesville Clock Company.  As a result of having to use a comparable movement for one of his clocks it would prove to be a time consuming and very difficult job that in actuality would result in a higher cost to do such conversion, but we decided to fray that cost from his total bill on that particular cuckoo clock due to his wait and leave it at the price originally quoted of $260.00. 
 
Our resolution to this complaint is Mr. [redacted] can pick up his 2-weight, 8-day cuckoo clock, which he stated on the 5th he would be in to pick up and pay for on December 7th for the price originally quoted at $300.  As for his 3-weight 1-day cuckoo clock we will reassemble the clock with the original parts and he is free to pick that one up and take it somewhere else to be repaired since he is dissatisfied with our service. 
 
We regret that this happened, but we do not manufacture movements nor import movements and are strictly at the mercy of the German manufacturers and U.S. importers.  We successfully service over 1,000 repairs a year and at least 175 to 200 of those are cuckoo clocks and seldom run into situations like this, but it does happen regretfully on occasion. 
 
Sincerely,
 
 
Clark V[redacted]
Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will pick up my two clocks and pay for the one that has been repaired.  I was never told until Dec. 5th that parts were on backorder.  They just kept saying they would get them repaired.  I have wasted 11 months because of their poor customer service.  I certainly will not use their business again or recommend them to anyone.
Regards,
[redacted]

Mr. [redacted] brought in two cuckoo clocks to the Noblesville Clock Company on February 16, 2015 for repair.  At that time, he was quoted $300 for a new movement for the 2-weight 8-day cuckoo clock and $240.00 for a new movement for the 3-weight...

1-day cuckoo clock.  At that time he was quoted to have the repairs completed within a 30-60 day time frame.  However, at the time that quote was given, it was based on the premise that both movements would be readily available from our supplier as they had been in the past.  In addition, since both cuckoo clocks were brought in together on the same day, we try to have both clocks ready for the customer at the same time.
 
When Mr. [redacted] called us in May 2015 he was notified then that one of his movements for his cuckoo clock was on backorder.  When Mr. [redacted] called again in September 2015, not October 2015, as my son was not on vacation in October, I informed him then that the clocks were disassembled and would be completed upon my son’s return.  However, I was unaware that one of the movements was on backorder and had been since March as it is difficult to track repairs when at any given time we have 200 to 300 clocks either regulating waiting for customers to pick them up or waiting to be serviced.  For this reason, many clock shops around the country have stopped working on cuckoo clocks because movements and/or parts are getting harder and sometimes impossible to obtain and customers have difficulty understanding that as their wait may be longer than anticipated.  The few clock shops that do repair cuckoo clocks are running a back log of nine to twelve months, which we would have as well had we known at that time that the movement was on backorder.
 
We spoke to Mr. [redacted] on December 3, 2015 and notified him that he would be called back that day to give him a more accurate time frame as to when he could expect his cuckoo clocks after we checked our inventory, as we wanted to give him precise information.  After checking our inventory, we advised Mr. [redacted] that we had one movement to replace his old one in his 2-weight 8-day cuckoo clock and it would be ready by the beginning of next week.  However, the movement for his 3-weight one-day cuckoo clock was still on backorder.  We contacted another supplier who also had the movement on backorder, but they had information that the maker of the movement was going to discontinue the movement and offered to send us something comparable. So, we informed him the comparable movement should be in sometime the following week.
 
On December 5, 2015 we contacted Mr. [redacted] again and told him his 2-weight 8-day cuckoo clock was ready for pick up.  He was very pleased and said he would be in first thing Monday morning.  However, Mr. [redacted] never showed up to pick up his clock. 
 
In regards to discounting the price of his clocks due to his lengthy wait, the reason behind his wait is not his fault, nor the fault of the Noblesville Clock Company.  As a result of having to use a comparable movement for one of his clocks it would prove to be a time consuming and very difficult job that in actuality would result in a higher cost to do such conversion, but we decided to fray that cost from his total bill on that particular cuckoo clock due to his wait and leave it at the price originally quoted of $260.00. 
 
Our resolution to this complaint is Mr. [redacted] can pick up his 2-weight, 8-day cuckoo clock, which he stated on the 5th he would be in to pick up and pay for on December 7th for the price originally quoted at $300.  As for his 3-weight 1-day cuckoo clock we will reassemble the clock with the original parts and he is free to pick that one up and take it somewhere else to be repaired since he is dissatisfied with our service. 
 
We regret that this happened, but we do not manufacture movements nor import movements and are strictly at the mercy of the German manufacturers and U.S. importers.  We successfully service over 1,000 repairs a year and at least 175 to 200 of those are cuckoo clocks and seldom run into situations like this, but it does happen regretfully on occasion. 
 
Sincerely,
 
 
Clark V[redacted]
Owner