Precision Time

Good AfternoonThe watch was received in our facility on 9/and an estimate for repairs was sent The customer approved the repairs on 9/ On 9/we attempted to order parts directly from Suunto, we were informed that the watch would need to be sent to them and it was sent the same day.As the repair was now under the direction of Suunto, Precision Time is subject to their repair processes and timelines It has been our experience with Suunto that most of their repairs take 4-weeksToday we were informed by Suunto that they were unable to repair the watch and would be providing a new watch as a replacement We are currently awaiting the arrival of the new watch.Thank youPrecision Time

Complaint: [redacted] I am rejecting this response because: I have not received any watches as of this date 12-14- Sincerely, [redacted]

Good MorningAccording to our records the watch is currently scheduled to be delivered on 12/ To track the pakcage, please visit [redacted] Thank you International Watch Service Center

Good AfternoonPrecision Time is the authorized retailer and repair center for Revolt Watches We are bound by the warranty by the manufacturer The bracelet is one of the items not covered under the warranty We do apologize that the customer experience was not satisfactory for themPrecision Time

Thank you for reaching out to us regarding this customer's concerns.The watch currently has problems, #- the metal plate on the dial is separated from the dial and #- the minute hand is loose and swinging freely on the staff.When the watch was originally here in Feb-Mar, the metal plate had separated from the dial and the hand had been bent on it Our technician epoxied the metal plate back to the dial and performed a hand alignment: straightened the hand and secured it on the staff My records show that the watch passed all phases of our QC before it shipped back to the store.On 3/13, the customer picked up her watch, verifying that all was well with the repair She returned on 4/13, claiming that the watch had never been repaired As a courtesy, the store associate waived shipping and handling to have the watch mailed to the corporate Watch Service Center - as a means of providing excellent customer service Upon arrival, the certified watch technician verified that the watch had suffered an impact The dial coming free of the epoxy is an issue of impact, and the minute hand spinning freely on the staff suggests a big impact, where the gear broke and the hand detached.We have been in touch with the store associate that set up this most recent repair - who verified that he did not promise the repair to be under warranty - but that he would be happy to send it in to be evaluated to see if it may be covered under warranty, but couldn't make any guarantees.At this time, it has been determined that the watch was damaged while in Ms ***'s care - wherein any previous warranty given was void.However, as a courtesy, we will perform a one time repair at no cost to the customer with the understanding that if the watch is impacted again, she will need to pay for the repairs at that time.Please let me know if you require any additional information at this time, thanks

Good MorningOur records indicate Precision Time has sent you new watches to compensate you for the watch that was lost in our facility The watches were shipped on 11/to this address: [redacted] , [redacted] ***We are unable to return the lost watch, but do show we have made the customer whole with the replacement watches.Thank youPrecision Time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough, had the company provided any of this information prior to this point none of this would have been necessaryI will be glad when this matter is officially closed and will not consider using a company with such poor customer service standards.
Sincerely,
*** ***

The customer's package has been lost by the
United States Postal Service. Precision Time has filed claims now
with them in hopes of a resolution. The claim process is entirely
subject to timelines held by the United States Postal service. We have
been willing participants to help resolve a lost package. We do not show this has been resolved and are working with the USPS for a resolution

Thank you for contacting Precision Time, authorized repair facility for Wenger Watches. Under Wenger's warranty requirements a valid proof of purchase must be included from an authorized Wenger dealer. The printed paper work associated with the watch indicated a proof of purchase
had been uploaded to the repair; however that document was not found in our system. This is why an estimate of repair was sent to you.We'd be happy to review the proof of purchase to see if it qualifies under Wenger's warranty. You may send your documentation directly to our associate Nathan, who is managing your repair ***@precisiontimeco.com.Thank youPrecision TimeWatch Service Center

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
Sincerely,
*** ***

We do apologize that the customer did not have a positive experience with our service Our terms of service are out lined https://www.fixmywatch.com/terms_conditions/ and noted below.The customer's repairs: *** for the Concord and *** for the Wittnauer where shipped from our repair
facility on 3/29/through FedEx *** Terms of ServiceFixmywatch.com and the International Watch Service Center provide a repair service, wherein “the customer” sends in your watch needing repair, and we issue you an estimate, which can be accepted or declinedBy using Fixmywatch.com and the International Watch Service Center’s website and service, you agree to the terms and conditions set forth hereinThese terms are terms of a legal agreement between you and Fixmywatch.com and the International Watch Service Center, and are collectively referred to herein as the "Agreement".Party Responsibility.Any and all transactions conducted on this site are solely the responsibility of Fixmywatch.com and the International Watch Service Center and authorized third parties.Accuracy of all Information.Fixmywatch.com and the International Watch Service Center make every effort to ensure the accuracy of all information that you receive in relation to your productIn the event of typographical errors, technical inaccuracies, or product pricing errors or omissions, Fixmywatch.com and the International Watch Service Center reserve the right to correct the error at the time of error discovery.Length of repair time.We make no guarantees regarding the length of repair timeDue to the nature of the repair, the varying timeliness of parts suppliers and availability of parts, we can provide a general estimate.Guarantee of Repair.Fixmywatch.com and the International Watch Service Center do not guarantee that we can repair your watchWe must first inspect your watch to determine: the needed repairs to ensure the watch functions correctly, the availability of the parts to complete the repair, and the cost to complete the repairIf, in the judgment of Fixmywatch.com and the International Watch Service Center, your watch cannot be repaired, due to lack of parts, you agree to pay the return shipping for the watchIn the event that you do not want to proceed with the repairs, you are responsible for the return shipping costs.Manufacturer Repairs.In the event that Fixmywatch.com and the International Watch Service Center is not able to provide an estimate due to unavailable parts, we will ask for authorization to send your watch to the manufacturer for further evaluationIf given the approval, we will ship your watch at our expense to this locationWhile at the manufacturer, Fixmywatch.com and the International Watch Service Center are not liable for loss, damage, or any other problems associated with the repair.Decision to begin repair is final.Watch repair begins when your approval is granted and payment is received in fullOnce the watch repair begins we are unable to stop the repair.Return Shipment.Fixmywatch.com and the International Watch Service Center cannot guarantee the time of deliveryIf you are not available to receive the delivery after multiple attempts, the package may be returned to us, at which point you are responsible for an additional payment to cover re-shipmentFixmywatch.com and the International Watch Service Center are not responsible for items delivered to incorrect addresses supplied by the sender; delays in delivery due to the fault of the delivery service contracted.Payment / Refund Policy.Upon acceptance of our repair estimate, you will be required to pay either with a credit/debit cardUpon clicking the "Customer Approval" and entering payment for the repair, you have made a legally binding agreement to proceed with the repairIf Fixmywatch.com and the International Watch Service Center deem the watch unrepairable after payment, a full refund minus return shipping is issued.Warranty.All internal repair work is guaranteed for one yearAny damage to the watch resulting from or extreme use is not covered under the warrantyItems not covered by the warranty include the crystal, band, stem and crown, or any damage from normal, extreme, or inappropriate use. FIXMYWATCH.COM is the leader for mawatch repairHere's how it works:SHIP US YOUR WATCHWe provide FREE shipping to our US-based, Swiss-grade repair centerWE EVALUATEOur certified technicians and watchmakers will recommend services to repair or restore your timepieceWE REPAIR & RETURNOnce you approve the repair quote, we'll fix and return your watch

We do apologize we are not able to resolve your concern at this time. As a third party repair facility, we are bound by the terms of part providers. As stated in our terms of service, "We
make no guarantees regarding the length of
repair timeDue to the nature of the repair, the varying timeliness of
parts
suppliers and availability of parts, we can only provide general
estimate." We are at the mercy of the manufacturer. We speak with
them regularly about the frustrations we have and those of our
customersWe've not been able to obtain parts any faster.We appreciate your business, we are truly sorry for the extreme length of time it has been for Invicta to send us your parts.Thank youPrecision Time

Good Morning
As the authorized
repair facility for Kenneth Cole watches we are bound by their warranty
guidelines. The warranty for
Kenneth Cole watches does not cover shipping costsThis is clearly noted on http://www.genevawatchgroup.com/customerservice/. All return packages
from Precision Time, are subject to a $return shipping and processing
fee. As the watch was opened by an unauthorized repair facility,
the warranty for your timepiece is now void
Any complaints regarding their warranty policy and process should be directly with Kenneth Cole directly. Precision Time is a contracted 3rd party repair facility
Thank you
Precision Time

Below is the correspondence we've had with the customer regarding his complaint. As a 3rd party facility, we are bound by the terms of the warranty of the manufacturer. If a watch is worked on by a facility, other than an authorized repair facility from the manufacturer, the
manufacturer will not honor the warranty
From: ***
[mailto:***@precisiontimeco.com]
Sent: Monday, November 16, 8:AM
To: '*** ***'
Subject: RE: Kenneth Cole Watch - A126-or KC
Good Morning
The warranty for
Kenneth Cole watches does not cover shipping costs. All return packages
from Precision Time, are subject to a $return shipping and processing
fee. As the watch was opened by an unauthorized repair facility,
the warranty for your timepiece is now void
As the authorized
repair facility for Kenneth Cole watches we are bound by their warranty
guidelines
Thank you
Precision Time
From: *** *** [mailto:***@gmail.com]
Sent: Saturday, November 14, 7:AM
To: *** ; *** ***
Subject: Re: Kenneth Cole Watch - A126-or KC
I have been out of
town and just returned to find this response. First, this is a new watch,
worn less than
months. Second, to my knowledge there was no manual with the watch
It could have been
in the bottom of the box but I cannot find the box and cannot believe that
having the battery
changed by a longstanding jeweler who does this as part of their business
is an excuse for
you to pass on a bad watch and tell me - too bad, my product is defective
but you're stuck
with it. This is not a $timepiece. This is, in theory a
relatively decent
watch and was a
very nice gift. You're telling me to scrap it - or to go have someone
else
repair it at my
expense now????
If so,
unbelievable. I did check your Revdex.com rating. Is this how you treat
your customers?
I await your reply
*** ***
On Fri, Nov 6,
at 9:AM, ***
wrote:
Good Morning
The warranty for Kenneth Cole watches does not cover
shipping costs. All return packages from Precision Time, are subject to a
$return shipping and processing fee. As the watch was opened by
an unauthorized repair facility, the warranty for your timepiece is now void
Thank you
Precision Time
From: *** *** [mailto:***@gmail.com]
Sent: Thursday, November 05, 5:PM
To: ***@precisiontimeco.com
Cc: *** ***
Subject: Kenneth Cole Watch - A126-or KC
Hello, Had filled out your online form
so this is cut and paste:
Not sure of the exact date of
purchase. I received this as a gift the beginning of August. It
worked fine for a month, month and a half then stopped. I was told by
Dillards that sometimes a watch would sit for a while and need a battery
changed. They do not do this. I took it to *** Jewelers and
purchased a Lifetime Battery Replacement Program. It worked for a few
days and stopped again
This is a new watch that I have not hardly
worn. Do I really need to pay shipping costs on this?? Your terms
also indicate that I am responsible for repair cost??? Please confirm
Thank you,
*** ***

Complaint: [redacted]
I am rejecting this response because:
As you can see by their attachments and my original response, I did not agree with the shipping expense butwould pay this.  But I completely disagree with voiding the entire warranty for simply replacing a battery.  Myunderstanding is that this was originally a $200 - $250 watch and in searching online it appears it must bediscontinued because prices have come down considerably.  Regardless, it was a gift.  I was not aware of the'battery' exclusion but if they want $15 to ship the watch, it cost much less than that to change the battery.  Iused a jeweler who has been in business for many years and I find it hard to believe that their changing the battery caused the watch to stop working.  To take a timepiece that is new and tell me that they won't stand behind it at all seems like absolute larceny.
Sincerely,
[redacted]

Precision Time is the authorized repair facility in the US for watch brands associated with the Geneva Watch Group; Kenneth Cole and Unlisted by Kenneth Cole, being a few of them.   As the authorized repair facility we are bound by the terms of our contract with them. The watch warranty...

states, "WARRANTY REPAIR
Most of our timepieces are covered by a limited warranty, which warrants
that they are free from defects in materials and workmanship. The
following are not covered under warranty: battery, strap/bracelet/band,
plating and crystals. Accidental breakage or damage due to normal wear
or misuse of the product is not covered under this warranty.excluding
normal wear and tear or abuse, batteries, crystals, plating, and straps.
Any repair needed that is not under warranty will be at the cost of you
the consumer. Proof of purchase and/or original receipt is needed to
validate your warranty. This warranty applies to watches purchased in
the United States. For watches purchased outside the United States,
please contact your authorized dealer for warranty information.The minimum $15 return shipping and handling fee applies to all packages received in our facility.  It is listed on the website for the Geneva Watch Group as well as the repair page for Kenneth Cole.Return shipping cost: $15.00Return shipping costs for any repair located outside the continental United States will be quoted separately.1. http://www.genevawatchgroup.com/customerservice/2. https://precisiontimeco.i-sight.com/i-sight/precision.nsf/CaptureExtKCAs misinformation was provided by a Kenneth Cole entity, we strongly recommend contacting their customer service for resolution.  We are not able to make exceptions to the terms of our contract with them.  Contact information for Kenneth Cole Customer Service is found on https://www.kennethcole.com/on/demandware.store/Sites-kennethcole-Site/default/C...⇄

Good Morning.  The package is expected to arrive on 12/12.  [redacted] Thank you International Watch Service Center

Complaint: [redacted]
I am rejecting this response because: I have the email saying $0 for shipping, etc.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good AfternoonThe Precision Time Battery Plan is honored all of our retail locations and International Watch Service Center.  We are sorry our retail location closed in your area and the that the other locations are not close in distance. We will be sending you a refund check in the amount of...

$18.50.  Please allow 7-10 business days for this to process. We appreciate your business Precision Time