Precision Time

Thank you for reaching out to us in regards to this concern.  I have done some digging regarding the issue and can hopefully shed some light on the situation.  Our notes show that while the watch was with us, we performed the following repairs:Movement (Warranty)Ultrasonic Cleaning on case...

and bracelet (Courtesy repair)Stem & Crown and TubeBattery, Gasket & H2O test The repair was put through Quality Control and passed.  The watch was then shipped to the customer.  The customer then called in and reported to have been "received in pieces".During [redacted]'s initial inspection after the report was filed, we determined that there was no way that the watch had been packaged up with the bracelet not being in-tact.  In Quality Control, the watch is put through several phases:1- Technician: Once our technician finishes his repairs, he holds the watch at his station for 24-48 hours to ensure the work he performed was exceptional.  Generally, if a battery, movement or other internal repair is complete, he will watch to make sure he realigned everything correctly upon completion.2- Evaluation Team: We have a 2nd certified repair technician check that the repairs performed by the first technician were exceptional.3- Associate assigned to repair: In this case, the associate assigned to the repair ([redacted]) was training a new associate at the time this repair was completed.  [redacted] is one of our best associates when it comes to paying attention to detail - and performing QC on watches.  She would not have allowed the repair to pass with the bracelet not in tact.  She was even more aware of the conditions of her watches that day - while training - to ensure the new associate understood the quality of work we expect from our technicians.4- A final inspection is made by our shipping team while the watch is being packaged.  If the bracelet had been apart while any of the 5 PT associates processed the repair, it would have been reported, recorded and given back to the technician who performed the repair to adjust and begin the QC process again.  We have no record that this ever happened.Now, I have been in touch with our Head Repair technician and asked if he could give any explanation as to why the bracelet may have come apart in transit.  He informed me that often, after a watch is put through an ultra-sonic cleaning, the pins are a little loose.  This does not have to do with anything the technician did, but more that any debris/gunk that has formed around the bin in the bracelet has been removed - giving the pin room to 'move'.  As stated above, we performed more than adequate Quality Control, and the issue was not made manifest during the process.At this time, the position of Precision Time is that the watch was repaired exceptionally, and Quality Control was sufficient.  As a courtesy for the customer, we would like to offer free pins to replace the existing ones - as a means of securing the bracelet.  The customer would need to mail the watch to us at our repair facility:Comeback - [redacted]Precision TimeWatch Service Center[redacted]Please be sure to include on the label that the watch is a "Comeback" and reference the previous repair # "[redacted]" in order to expedite the repair process.  He would be required to pay the shipping/handling to send it in, but we would cover the cost of the pins, installation and shipping the watch back to him.Please let me know if you require any additional information from us at this time, thanks

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]

Complaint: [redacted]
I am rejecting this response because:
I have still not received my watch or any shipping or tracking information regarding the whereabouts of my watch. Please instruct the company to provide tracking information. 
Sincerely,
[redacted]

We are sorry that Wenger has not responded to us.  As a 3rd party repair facility, we are bound by the terms of their warranty and internal policies.   Once we receive information from them, we will contact you on how to proceed.

Good MorningAccording to our records the watch is currently scheduled to be delivered on 12/3.  To track the pakcage, please visit [redacted] Thank you International Watch Service Center

Good MorningIn response to the complaint filed we have attached a copy of our service agreement and would like to reference the warranty language provided by Wenger as found on http://www.wengerna.com/swiss-watches-overview."3-Year Limited Warranty
Wenger is proud to stand by our quality
Swiss...

craftsmanship with a 3-Year Limited Warranty. This Wenger watch is
warranted to the original consumer/purchaser against breakage or
malfunction under normal use due to defects in material or workmanship.
This 3-Year Limited Warranty also includes all components and
craftsmanship of the Swiss movement and watchcase. We will repair, or,
at our option, replace any defective Wenger watch with the same or a
comparable model. We will refund the purchase if repair or replacement
is not commercially possible. The warranty will become null and void if
the timepiece is misused, abused, tampered with or taken apart, or if
the timepiece is repaired by an unauthorized repair center. The warranty
is not extended to the watchstrap, bracelet, finish, crystal or
battery. The warranty does not cover any incidental, consequential or
special damage arising from any or all uses of the Wenger watch. Wenger
watches must be repaired by an authorized dealer or the warranty is
void. Some states do not allow the exclusion or limitations of
incidental, consequential or special damages, so the above limitations
may not apply.
What is covered under my Wenger watch warranty?
Your Wenger watch is warranted for a period of three years from the
date of purchase against breakage or malfunction under normal use due to
defects in material or workmanship. We will repair, or, at our option,
replace any defective Wenger watch with the same or a comparable model.
We will refund the purchase if repair or replacement is not commercially
possible. The warranty will become null and void if the timepiece is
misused, abused, tampered with or taken apart. The warranty does not
cover the watch strap, bracelet, crystal, or battery. The warranty does
not cover any incidental; consequential or special damage arising from
any or all uses of the watch. Some states do not allow the exclusion or
limitations of incidental, consequential, or special damages, so the
above limitations may not apply.Where do I send my Wenger watch for warranty repair?
All Wenger Watches are covered under a 3-year limited
warranty from date of purchase. If you have a Wenger Watch that is in
need of repair, please submit your repair request to Precision Time, our
preferred authorized repair center for Wenger Watches, via this Link. For warranty work - include a copy of your proof of purchase for the
3-year limited warranty. For non-warranted work - an estimate will be
provided for your approval before any repairs are made. Please be sure
that the words "Wenger", "S.A.K. Design", "SMT Design", "Swiss
Military", "Genuine S.A.K.", or "Genuine" appear on the dial or on the
back of the watch.When sending your watch to our service location, please pack it
carefully and securely. We recommend that you insure your watch against
damage, theft or loss. We are not responsible for damage, theft or loss
during shipping. NOTE: PLEASE DO NOT SEND WATCH BOXES.  Please note: There is a $15 shipping & handling fee
for all warranty and non-warranty watch repairs. Please send a check or feel
free to call us to arrange alternative payment methods once watch is received."As the authorized repair facility for Wenger, we are bound by their policies for repairs.   The customer stated in the complaint, "The jeweler kept trying to fix it, and couldn't."   If an unauthorized repair facility opens a watch it does void the warranty.   Currently [redacted] in Wadena MN is not listed as an authorized repair facility or retailer from Wenger.  We have asked Wenger to validate this on multiple occasions and are awaiting their response.   The $15.00 check sent in with the repair only covers the return shipping and handling.   If the customer would like the watch replaced, they will need to contact Wenger directly as we are not authorized to send replacement watches.Thank youPrecision Time

Complaint: [redacted]
I am rejecting this response because:This business has no intention of helping me resolve this matter.  They have avoided me from the beginning and they submitted two claims because the first one was rejected after I continuously called and called and was told that the time to resolve the matter had already lapsed, so the claim was being closed by the USPS.  If they would have paid attention to my continuous calls and emails, the time to resolve it would not have lapsed.  Precision was the one that told me that I had to give the USPS 90 days to find my package because supposedly, the label had fallen off.  If the label would have been securely placed on the box, the package would not have been lost.  When I sent my package to them, the  package made it safely by fed ex.  I paid $10 but I got a service from fed ex and they were responsible in handling it.They also failed to insure the package for the correct amount it was worth.  Priority mail only insures the package $50, when I sent my watch and receipt was clearly documented that the watch was worth over $100.Precision is responsible for replacing my watch.  I have already contacted Kenneth Cole Productions to notify them that Precision does not do business ethically.  They give Kenneth Cole Productions a bad name. 
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]

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.  I request that the repair be done in a timely manner as it has now been more than 10 weeks that my watch has been with Precision time WSC. 
Sincerely,
Sonja [redacted]

I apologize for the delay in respond to this claim.We have on file that we offered the following estimate pricing to Mr. [redacted] on 11/25/14, 12/2/14, and 3/18/15:Dear [redacted]
Here is the estimate to repair your Kenneth Cole timepiece.
The following repairs are necessary to address the issues...

listed on your repair
receipt.
Necessary Items:
Movement Parts $39.95 Necessary
Strap Replacement $24.95 Necessary
Total Necessary Items:$64.90
In addition we recommend the following optional repairs which will restore your
timepiece to "Like New" condition.
Optional Items:
Crystal $29.00 Optional
Total Optional Items:$29.00
Total Shipping:$15.00*
Total Insurance:$0.00*
Total Other:$0.00*
Total Taxes:$6.43*
Total Cost of Service:$115.33*
Total Deposit:*
Customer Approval (link)Customer Decline (link)
We expect your repair to be completed in approximately 4 weeks after the date
this estimate is approved. The timing is subject to the availability of parts
and materials.
To approve this estimate and authorize us to perform these repairs please click
on this link and follow the prompts. If you have any trouble with the link or
if you have any questions about the repairs please contact us at the Precision
Time Watch Service Center at ###-###-####.
This is an estimate only. Your approval authorizes the Precision Time Watch
Service Center to proceed with the repair as specified above. During the course
of the repair, it may be necessary for us to revise this estimate. We will seek
your approval before we proceed with any work beyond the scope of this estimate.
On 4/8, Mr. [redacted] called in and declined the repairs on his watch with our associate, Jake.  That day, Jake informed Mr. [redacted] that a return shipping and handling fee of $15 needed to be paid in order to have the watch sent back.  So, Jake 'zeroed-out' all repair costs, except the return shiping and handling fee - so Mr. [redacted] could pay that fee from home.Our records show that we never received that payment, but decided to send the watch back (as was) at no cost to the customer as a courtesy - because the watch had been at our facility for so long.We have on file that the customer declined his repair - we did not require the return fee of $15 from him to send his watch back - and he got it back.If Mr. [redacted] would like his watch repaired - he can send it in through instructions found on our site:https://precisiontimeco.i-sight.com/i-sight/precision.nsf/captureOnce here, the watch will be evaluated and an estimate to repair the watch will be sent.Please let me know if you require any additional information at this time, thank you

Complaint: [redacted]
I am rejecting this response because:  I have not received any watches as of this date 12-14-15.
Sincerely,
[redacted]

Good Afternoon
We were not aware that the prior watches had not been received. We do
apologize that this took place. Our system indicates you have spoken to a
few of our associates and that new replacement watches were sent to you today
via Fedex [redacted]
Thank you again for letting us know that the original replacement watches had
not arrived. We hope that the second set arrives safely within the
next 3-business days
Thank you
Precision Time

Good MorningWe appreciate hearing all feedback from our customers.  Under our repair number [redacted] we did replace the movement in your watch and confirmed the watch passed the water resistance test before leaving our facility.  When the watch was taken back to our retail affiliate,...

Precision Time, they performed a water resistance test.  The results of this test also confirm that the watch was closed correctly.  The watch was taken in and sent to our company under repair [redacted].  Once the watch arrived, we performed another water resistance test, and for the third time, the watch passed the water resistance test. Our warranty policy is, "All internal repair work is guaranteed for one year. Any damage to the watch resulting from normal or extreme use is not covered under the warranty. Items not covered by the warranty include the crystal, band, stem and crown, or any damage from normal, extreme, or inappropriate use."   The watch did not fall within our warranty policy as the watch has maintained its factory water resistance rating.  A watch stamped with "Water Resistant" means that it can endure a bit of water splashes from washing your hands or being caught in the rain. However, water resistance does not mean you should swim or shower with your watch on or expose it to areas of high humidity such as hot tubs. As an exception to our policy, we are going to accept a warranty repair on your timepiece.  One of our associates did contact you yesterday to coordinate the repair.  Thank you International Watch Service Center

this is the same response I have been receiving for 7 months to say this is the normal or even excusable would be a lie I understand some things  take time but 7 months for a repair  is not a good business practice .I have been more then patient and willing  at this point I would like to know what can be done to rectify this situation in a timely manner.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Good AfternoonThe watch was received in our facility on 9/3 and an estimate for repairs was sent.   The customer approved the repairs on 9/4.    On 9/4 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 4-6 weeks. Today 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

We do regret having to close our CA stores.  We simply could not come to terms with the tenants on a lease renewal.   The 5 Yr Precision Time Advantage Plan is honered at all our retail locations as well as our service center.   For a list of stores, please visit https://ilovewatches.com/apps/store-locator.   We have attached a prepaid label to use to send to our service center if you would like. Please note this label will expire in 30 days.    If you should decide to use the label, please be sure to include your personal contact information along with a copy of the plan purchased to ensure timely processing. Thank you

The customer's package has been lost by the United States Postal Service.  Precision Time has filed 2 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.

Good MorningThank you for contacting us regarding a repair we completed in September 2015.  This if the first we have heard that the customer is upset with the repair that was completed.   We wish to obtain copies of the 3 complaints noted by the customer on 9/5, 9/10 and 9/15 to...

further investigate the claims of negligence.  Were any disputes made by the customer to his credit card company to challenge the fee of $26.66 paid for the repair.

Good AfternoonWe do apologize for the delay in receiving parts from Invicta to complete your repair. We have been working with them since and it continues to be our experience that their ability to provide spare parts in a timely manner, of 14-business days, is not possible. We
are given no notice of delivery other than the arrival of the partWe currently have watch pending delivery of parts from InvictaAs 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
800x

Complaint: [redacted]
I am rejecting this response because: They have had this watch for 2 months, and should of had plenty of time to communicate with Wenger.The Jeweler said he is authorized to sell and repair Wenger watches. Why else would he have them?? 
Sincerely,
[redacted]