Parsec Enterprises

Revdex.com:While the final outcome in reference to complaint ID [redacted] , is satisfactory to me, the business is wrong about changing the terms of a warranty A simple message stating to contact them FIRST about costs and what is/is not covered, would go a long way, but the written warranty is very clear and it doesn't matter when it was printed I have a year warranty in writing Their lack of foresight into postage rates rising is not the customers problem This is why I will never do business with them again.Sincerely, [redacted] ***

On July 13, at 17:50pm we responded back to the customer's complaint email with explanation and answers to his questionsHere is a copy of the emailHello Mr [redacted] I have receive your emails from our Customer Service Rep, Tom in regards to the shipping and handling cost and the terms of the warranty I can address both these matters and perhaps explain them with a little more detail On the first matter of the shipping and handling being $rather than $ The Operating Instruction and Service Guide that you received with your watch that contains the $shipping and handling fee is outdated information If you look on the front page or the back page (depending which guide you have) of the guide you will see the date that the booklet was printed You may find that your guide was printed several years ago and since then the cost of these services have gone up Unfortunately there is no way for the Manufacture to retrieve all these outdated guides out there and place new up to date guides with the watches Also the service center has the discretion to change or update the pricing of shipping and handling as costs rise to the service center since this fee is not covered under the Limited Manufacture Warranty We have placed the up to date information on our website with the send in form along with providing the information verbally over the phone when a customer calls Please see attach copy of the send in form from our website With this all said we will however go ahead and honor your payment of $for shipping and handling I have lowered it from $to $for your repair" src="cid:[email protected]" alt="Tommy Send In Form.pdf" type="application/x-apple-msg-attachment" class="Apple-web-attachment Singleton" In regards to your watch and the repairs it needs, our technician did find that the hour hand is hitting the top sub dial hand for the monthThis would explain why your watch stops at times between 11:and 12: The technician also found the battery to be low The estimate the technician is providing is to change the low battery, pressure test the watch to make sure it is water resistant still to manufacture rating and fix the handsHowever the technician is only charging for the service of changing the battery and water testing (pressure testing) the watchThe technician is not charging more for fixing the hands even though the matter is not technically a warranty matter Hands are locked on pinion For the hands to come off it caused from either too much shock to the watch or unauthorized repairs This would place the matter being damage arising from an accident or misuse, or from any alteration, service or repair performed by any party other than a THW Authorized Service Center In your case it appears the watch at sometime or point receive too much shock to it causing the one hand to come slightly loose and drop down on the pinion However again the technician is not charging extra for this service but for the change of the low battery and pressure test The labor costs for these services is $ This brings us to the conclusion of your decision on repairing your watch or not You do have three choices:Repair the watch for what we estimated to be repaired at the total cost of $($+ $12.00), which you only owe for the labor since you pre-paid $No repair the watch and have it returned for the $you already paidNo repair the watch and have it disposed of at no costThe $you pre-paid will be refunded to you if you choice this route.If you do decide to proceed with the repairs you can make payment with any major credit card on our site with the linkwww.parsecent.com/terminal or you can call our Customer Service at 309-282-I hope the information I have provided has answer all your questions and concerns If you have any further questions please feel free to contact me back Thank you for your time and inquiry! [redacted] Operations Manager of Customer ServiceParsec Enterprises, Inc309-282-x-115On 7/14/the manufacture contact us and asked us to cover the repair labor and part cost for Mr [redacted] the customer We did do as they advised and repaired the watch at no cost other than the pre-paid shipping and handling of $ The watch repair was completed and shipped out today, 7/19/The desired settlement from the customer has been granted and completed

Initial Business Response /* (1000, 7, 2015/10/08) */
10/7/
To Revdex.com of Central IL
RE: XXXXXXXX, Mr ***
Parsec Enterprises received Mr***'s Soleus GPS Watch, SGon 8/13/Along with his watch we received a check #in the amount of $12.95, which was pre-payment for
return shipping and handlingThe condition the watch was received in was; scratch crystal, case, back, bezel, band and damage case (housing of the watch had a crack in it upon arrival)Our Receiving Department documents the condition of a watch as soon as a package is open and prior to it going anywhere in the buildingWe also did not receive any proof of purchase to show the watch was under a year old or purchased from an Authorized Dealer of SoleusWe checked the watch in, evaluated it and sent out an estimate of repair on 8/17/The estimate was sent out via email to the customer at email address ***@yahoo.comThe estimate was for a new battery and water testTotal due for this part and service was $A battery and the service to replace a battery is not covered under the manufacture one year limited warrantyThis is noted in the warranty that is enclosed with the watch at time of purchase and on Soleus's website, www.soleusrunning.comWe were providing an estimate to the customer per our agreement with the manufactures terms of warranty
On 9/2/2015, *** at Adao Global, the manufacture of the Soleus contacted meShe inquired what we were estimating forShe authorized us, Parsec to cover the repair this one time for the customer and bill Adao Global for the repair labor and partsHowever the shipping and handling cost would remain and would not be refundedThe manufacture does not cover that cost at any point in time, warranty or non-warrantyAt that time we forward the watch on to a technician to complete the repairThe repair was completed and shipped out on 9/8/
On 9/15/I was forward Mr***'s complaint email to Adao GlobalI contacted *** back at Adao to inform her that we did repair the watch as she requested for no cost on the part and serviceI also informed her the case was received damageHowever the damage to the case does not effect the function of the watch or integrity of itThis is why it was not estimated forPlus the customer did not send it in for that service or request its replacement while here*** at Adao thanked me for my information and stated she would contact the customer back, since the email was address to themHere is a copy of the emails between Adao/Soleus and Mr***:
From: *** *** Sent: Monday, September 14, XXXX X:XX PMTo: Customer Service (***)Subject: Re: GPS Mini-battery/parsec-*** ***
To Soleus
I am very unhappy with Parsec INCI received my daughters watch todayFirst let me say that I now know that I am being ripped off and I will be contacting the Revdex.comI have the receipts to show that I was charged $for shipping and Parsec only paid $to ship to me.( I called) Then when I got the watch back and the housing is now cracked
this means that I was over charged for shipping $and now have a watch that is broke
To Soleus, I owe you an apologizeI now know that Parsec is your repair shop and not related to your storeI am sorryHowever you need to know how Parsec INC is treating your customersLet me break it down for you
$watch
$ shipping to Amazon
$total
months later and GPS stops workingnot chargingwatch still worked
$ shipping to Parsec as instructed by Amazon
$shipping check enclosed box when I shipped it to Parsec
$ is what it cost Parsec to ship to me(I called)
The difference of $that Parsec put in their pocket
now I have a watch that is broken(housing cracked)
I have asked for someone to call me and have given my phone numberBut I get no callSo this tells me that you do not care
I will contact the Revdex.com and put posts on Facebook and Twitter and hand out fliers at all races that I attend and will ask friends and coaches to do the same for me at the races I do not attendI will forward you all of this information
again my number is XXX-XXX-XXXX if it is important to your businessleave a message I may be in classI will call back
Mike ***
On Wednesday, September 2, XXXX XX:XX PM, Customer Service (***) wrote:
Hi ***,
Thank you for contacting Soleus
I do understand your frustrationOur watches do have a one year warranty, unfortunately, batteries are not covered under warrantyWe have no way of know how long a retailer has had a watch in their inventory, if the GPS has been left on, etcHere is a link to the Soleus Warranty (http://www.soleuswatchservice.com/warranty.html)
I spoke to Parsec and they are going to go ahead and replace the battery for you, for freeThere should be no delay in startingRepair time though, on average, is to business days to complete
Let me know if you have any questions
Thank you & Best Regards,
From: *** *** Sent: Tuesday, September 01, XXXX X:XX PMTo: Customer Service (***)Subject: GPS Mini-battery/parsec-*** ***
I have no Idea what to do in this situationThe Soleus Mini that I bought stopped chargingthe watch part worked but would not charge in order to get a signal to a satelliteI called AmazonThey gave me a number to have the watch looked atI did what they said to do and sent the watch into
*** ** *** *** Peoria, IL 61615-This cost me $and I put a check in it for the return shipping for $Then I get a bill for $to fix the watchThis is $+ $+ $= $I have found the watch for $on lineThe watch had a year warranty
I was considering telling *** the person who currently has the watch to keep the watch and send my check back to meThen I found out that they have already cashed the check
I don't understand how this works with your companyMy daughter had the watch for months before it stopped chargingI have now paid $for the watch and $for I don't know whatThat is $for a watch that I don't even have in my possessionAnd now to get it back I am supposed to pay another $to get it backIf you are not counting that will be $I could almost get watches for this
I am very unhappy with this processI feel that I am being taken advantage offBut the worst part is that my little girl still does not have a watch to run withI understand that it is just business on your end and it is all about getting all you canWell then if I can't get someone who understands business to call me and take care of this I will play the game and start giving as many black eyes to your business as I canI am sorry but it seems like no one cares about my little girlAnd I am the kind of person that does not like being taken advantage of
You can keep your watch that *** has in Peoria, you can keep the money that I have already paid, and I will get another brand of watch that does the same thing as yoursThere are other out there
Not a happy customer
*** ***
XXX-XXX-XXXX
In regard to the return shipping and handling charge of $The return shipping and handling on Soleus watches is done at a flat rate to ship anywhere in the USIt is not based on weight and destination each and every time we ship a package outWe evaluate the costs of shipping annuallyDuring our annually evaluation we calculate the shipping price for a package to go to the furtherest location we would ship to in the US and the package weighing at a one pound or lessBesides the shipping costs being in the $there is also the costs for handling (processing the watch through our system, package material, labor to ship, and gas costs) and self insurance costsThe packages do have self insurance on themWhat this means is if the customer does not receive the package with in a certain time frame and we do not receive the package back undeliverable, we will replace the product for the customer at no cost to the customerWe do not insure the watches through the post office on watches that we carry parts for and can replaceAdao Global, the manufacture is aware of the $and is in agreement to it
As for the customer's desire of resolution, Parsec Enterprises will not be granting the request of $This request is an absurd request made by the customerAt no point did we charge the customer $nor did he pay us $The customer did not purchase the watch from usHe purchased it from Amazon so the only company who can grant him a refund on the product is AmazonOf course this is based on their return policyAlso the limited warranty does not grant a refund of product at any point and time, if this customer is even under the one year warrantyThe shipping to us and return shipping and handling back to a customer is not covered by the manufactureThis customer was in agreement to this when he sent the watch in and in with pre-payment by check for $At no point has Parsec Enterprises done anything out of the agreement we have with Adao Global and their termsNor has Parsec perform an act of extortion, mail fraud, theft or intentional damage to a productParsec Enterprises has been in business since We are entrusted by many big jewelry companies, manufactures, vendors and consumersWith the facts from above and our history of repairs it shows we are a reputable company in the watch repair industryWe feel no further action or resolution needs to be taken or granted for this customer by Parsec Enterprises

On July 13, at 17:50pm we responded back to the customer's complaint email with explanation and answers to his questionsHere is a copy of the email. Hello Mr[redacted]I have receive your emails from our Customer Service Rep, Tom in regards to the shipping and handling cost and the terms of
the warranty I can address both these matters and perhaps explain them with a little more detail On the first matter of the shipping and handling being $rather than $ The Operating Instruction and Service Guide that you received with your watch that contains the $shipping and handling fee is outdated information If you look on the front page or the back page (depending which guide you have) of the guide you will see the date that the booklet was printed You may find that your guide was printed several years ago and since then the cost of these services have gone up Unfortunately there is no way for the Manufacture to retrieve all these outdated guides out there and place new up to date guides with the watches Also the service center has the discretion to change or update the pricing of shipping and handling as costs rise to the service center since this fee is not covered under the Limited Manufacture Warranty We have placed the up to date information on our website with the send in form along with providing the information verbally over the phone when a customer calls Please see attach copy of the send in form from our website With this all said we will however go ahead and honor your payment of $for shipping and handling I have lowered it from $to $for your repair. " src="cid:[email protected]" alt="Tommy Send In Form.pdf" type="application/x-apple-msg-attachment" class="Apple-web-attachment Singleton" "">In regards to your watch and the repairs it needs, our technician did find that the hour hand is hitting the top sub dial hand for the monthThis would explain why your watch stops at times between 11:and 12: The technician also found the battery to be low The estimate the technician is providing is to change the low battery, pressure test the watch to make sure it is water resistant still to manufacture rating and fix the handsHowever the technician is only charging for the service of changing the battery and water testing (pressure testing) the watchThe technician is not charging more for fixing the hands even though the matter is not technically a warranty matter Hands are locked on pinion For the hands to come off it caused from either too much shock to the watch or unauthorized repairs This would place the matter being damage arising from an accident or misuse, or from any alteration, service or repair performed by any party other than a THW Authorized Service Center In your case it appears the watch at sometime or point receive too much shock to it causing the one hand to come slightly loose and drop down on the pinion However again the technician is not charging extra for this service but for the change of the low battery and pressure test The labor costs for these services is $ This brings us to the conclusion of your decision on repairing your watch or not You do have three choices:Repair the watch for what we estimated to be repaired at the total cost of $($+ $12.00), which you only owe for the labor since you pre-paid $No repair the watch and have it returned for the $you already paidNo repair the watch and have it disposed of at no costThe $you pre-paid will be refunded to you if you choice this route.If you do decide to proceed with the repairs you can make payment with any major credit card on our site with the linkwww.parsecent.com/terminal or you can call our Customer Service at 309-282-0113. I hope the information I have provided has answer all your questions and concerns If you have any further questions please feel free to contact me back Thank you for your time and inquiry![redacted]Operations Manager of Customer ServiceParsec Enterprises, Inc309-282-x-115On 7/14/the manufacture contact us and asked us to cover the repair labor and part cost for Mr[redacted] the customer We did do as they advised and repaired the watch at no cost other than the pre-paid shipping and handling of $ The watch repair was completed and shipped out today, 7/19/The desired settlement from the customer has been granted and completed

Revdex.com:While the final outcome in reference to complaint ID [redacted], is satisfactory to me, the business is wrong about changing the terms of a warranty.  A simple message stating to contact them FIRST about costs and what is/is not covered, would go a long way, but the written warranty is very clear and it doesn't matter when it was printed.  I have a 10 year warranty in writing.  Their lack of foresight into postage rates rising is not the customers problem.  This is why I will never do business with them again.Sincerely,[redacted]

We did not receive this complaint until it was too late to respond.  However here is the information and answers we have on this customer's repair and complaint. We receive the watch on 4/13/2016. It was a Lacoste watch. It came in due to condensation getting into the watch and brown spots...

being on the underside of the crystal per the customer and what we have documented.  We did an estimate on 4/20/2016 to replace the battery (which was dead) clean the watch and the inside of the crystal and pressure test the watch up to manufacture rating.  We did not find anything wrong with the watch other than a dead cell.  It was passing the pressure test prior to us opening the watch for evaluation which tells us that if the customer has water inside the watch it is due to improperly using the watch or beyond the watches ability.  We were charging for the battery change and clean up because under the limited warranty a battery is not covered and damage due to improper use are not covered matters.  The customer requested the watch to be sent back with no service done.  He stated in an email, which I have attached that he will change the battery himself because he did not feel we were accurate in what we were telling him and that we were charging too much for the service.  This is why the customer received the watch back not working and with water damage issues still going with the watch.  Customer refused to send the watch back in so we could resolve the matter.