Precision Time

Thank you for reaching out to us regarding this customer's concerns.The watch currently has 2 problems, #1 - the metal plate on the dial is separated from the dial and #2 - 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 3 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 [redacted]'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 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 them. Precision Time

Good MorningOur records indicate Precision Time has sent you 2 new watches to compensate you for the watch that was lost in our facility.   The 2 watches were shipped on 11/25 to this address:  [redacted]We are unable to return the lost watch,...

but do show we have made the customer whole with the 2 replacement watches.Thank youPrecision Time

Review: I purchased a 5 year battery replacement service program. Two years into the program, after the third change, my watch was found to have a leak shown by moisture behind the glass. When brought to Precision Time's attention, the determination was from a screw that was replaced incorrectly. On their dime, the watch was sent to Utah to their repair center for screw replacement. Upon returning, the battery needed to be changed, and a few days later the watch was leaking again. This was not brought to their attention for a few weeks, upon seeking a conversation with the District Mgr, he was on the phone for about 10 minutes while I waited within sight. I left without speaking with him, but I requested for him to call me. The following afternoon, I made a phone call to track him down and was met with blame and disrespect. I was told that no watch should be worn in a shower, even though the watch's manufacturer, [redacted], claimed that there was no problem in showering while wearing the watch. I myself examined the screws on the watch and discovered one of them to be completely stripped out, along with another that showed some wear. This indicated to me that Precision Time (the [redacted] store or the repair center) was not performing quality service on the watch.Absolutely no offer of resolution was made until multiple phone calls were made to the repair center's phone number along with several emails exchanged with the girl there. At this point, an executive instructed the female employee I was in contact with to offer a partial credit toward their watches, of which [redacted] is not.All employees, except for the [redacted] store supervisor and the counter saleman, were difficult to narrow into a resolution and appeared to be disinterested in helping.Desired Settlement: Replacement cost of the exact watch improperly serviced, not one of a different brand.

Review: Hello

On 9-29-14 I purchased a watch from this store and was told I couldn't find it cheaper anywhere else. Prior to completing my transaction, the sales girl resized the watch and packed my old watch in the box. I asked the return policy and she said 30 days with receipt. When I got home I found the watch for $99 online, while they charged me $301. I brought the watch back and the store manager said there's nothing he can do because it had been resized. I was not made aware of this policy, nor did I understand when she already resized the watch that this would be the case where I am now stuck with a watch that was tripled the manufacturer price. I already called their corporate and left a message and called my bank to stop payment.Desired Settlement: My watch will be returned for what I paid for it and the company will revise its practices to reflect appropriate information given to its customers.

Review: Hi Good afternoon, My name is [redacted] and I purchased a [redacted] watch from store #89 on 04/18/14 at the Garden State Plaza. In Paramus Nj. Two weeks later the hour hand was moving freely on its own. I brought the watch back to the store just for a repair. I was then told I could choose a new one from the case or they have to send mine out. 30 days to fix they said. This bothered me but I wanted my watch fixed because they did not have the one I recently purchased. Going forward I called 05/29/14 to find out the status and was told the watch was only sent out 7 days ago. This really makes me angry. According to [redacted] the new manager the previous manger was terminated.. I don’t have money just laying around. I made a decision by buying a watch with my money and this happens I have no money and no watch.According to there websie my watch repair was requested 5/5/14 and never sent out until 5/21/14. why did it take them so long to send out my watch .The guy forgot about it thats why he was terminated I was told. This is unexcusable

I have been calling them and emailing them and have been getting no response.Desired Settlement: I want the watch back that I paid for overnight and I want to refunded the enitre price of the watch for the inconveniance.

Review: We bought a watch in January... The watch didn't keep the correct time...

We bought a watch in January... The watch didn't keep the correct time...We advised the manager of the trumbull store of this... He said we needed toi send out... I said this is a new watch, and I am not sending this out... I want to exchange... He said he had to check with District Manager, and would call me in the morning... I agreed, I waited no call so I called back, and the District Manager spoke with me... I advised him of the situation, and we agreed to exchange the watch... I told him it would take me an hour to get there. When we got there, we were greeted by the manager, and he said we just missed the manager, however he might be outside... He can back as we were looking at other pieces, and we were just told that the district manager changed his mind, and wasn't doing anything... we asked to talk to him, and he refused to meet with us... I called customer service, and they agreed to give us the money back, and when we call there is no response.. I am done at this point... I want them to take watch back, and be credited the full amount... I do not trust anyone that represents or works for this company. Desired Settlement: I want to return the watch, and I want my money back. No one in this company can be trusted.

Business

Response:

Consumer Response /* (3000, 9, 2013/06/03) */

I continue to call Customer service, and my calls keep getting ignored.

Business Response /* (4000, 11, 2013/06/10) */

Please let us know which Precision Time Mall location this is in reference to and we will research the issue further, thanks!

Consumer Response /* (4200, 13, 2013/06/12) */

(The consumer indicated he/she DID NOT accept the response from the business.)

It was the Trumbull, CT. mall location.

Please note I have called the customer service number a few times since then, and my calls still get ignored.

But that's ok, because I will still continue to tell everyone my story, and post my experience on sites like Google, yelp etc., and if I am in the malls, and I see customers at the kiosk, I will do the same.

Thank you for getting back to me, and have a nice day.

Business Response /* (4000, 15, 2013/06/13) */

Thank you for verifying the store location. I have spoken with the associates there, along with the DM. In a previous Revdex.com case (ID#: XXXXXXXX), we did not agree to give Mr. [redacted] a refund or his money back.

We agreed to send him a prepaid shipping label so he could send the watch in - and then ship him a replacement item of similar retail value from our website: precisiontimeco.com.

This resolution still stands. If Mr. [redacted] could please provide his address here, we'll have a prepaid label sent to him asap, thanks!

Review: January 2016 I brought a watch in for battery change. When watch was received the hands on the chronograph had come off during the battery change. They acknowledged their fault and would fix it at no cost. I agreed.

2 weeks later I went to pick up watch. The repair had been done , but when I examined the watch the back case was severely scratched . The store employee told me there was nothing he could or would do about it. I mentioned I expected my watch returned in the same condition it was given to them in. He again said there was nothing that could be done.

I left an extremely unhappy customer .Desired Settlement: I want the management of this company to stand behind their repairs. And if during the course of this repair should damage occur they need to take responsibility and satisfy their customer.

I am an avid watch collector and take pride in my watches. I expect them to do the same.

I want nothing of them except for them to acknowledge their fault in this.

I will take my satisfaction in never dealing with Precision Time

Review: We purchases multiple watches from [redacted] at this company. He sold us one watch that was defective and we brought it to his attention. He stated that he would change the battery, but due to the scratch on the crystal, it was a final sale. The watch should have worked. Battery changed and still not working, date and time off. Upon calling, he became defensive and did not stand behing the product. We insisted that we wanted money back, or worse case credit and we would purchase a new watch, (Invicta) .[redacted] , directed this then to the district manager, [redacted] whom got very defensive and aggressive on the phone, we explained to him the above situation, he would not do anything, we informed him that we would go to Revdex.com and inform them of this complaint. [redacted] then stated that he would exchange the watch for new, we explained to him that it was a long drive down for us and he said he would wait for us. We drove all the way down the the Trumbell Mall where he was as they have two locations and he left and instructed [redacted] not to honor the deal that was made. We are seeking time and refund on watch in full. Thank you. We will be contacting Invicta as we love the product and feel that this company should not be selling their product as they are unfair.Thank you[redacted]

Product_Or_Service: Invicta Watch

Desired Settlement: DesiredSettlementID: Refund

Payment in Full and time lost on multiple trips to the store.

Business

Response:

Business Response /* (1000, 8, 2013/04/25) */

Contact Name and Title: [redacted] - Customer Se

Contact Phone: X-XXX-XXX-XXXX

Contact Email: [redacted]@precisiontimeco.com

Thank you for contacting us in regards to this matter. I have done some research and can hopefully shed some light on the matter.

We have a 30 day policy on all of our purchases - being that if a watch is defective, it can be brought back to the store for an exchange or refund if it is within 30 days after the transaction is made, and if it is in perfect condition. Our stores would need to re-sell this merchandise and are instructed to not take back product that shows wear or any kind of damage.

Mr. [redacted] unfortunately brought the watch in 3-4 months after the watch was purchased and it showed 'a scratch' or signs of wear, so we could not take it back. Our Store Manager,[redacted], was kind enough to change the battery for free as a courtesy - in case a dead battery was the problem. Evidently, it wasn't, because the watch still did not work.

In cases like these, our technicians at the stores do not have the tools or expertise to repair the damage. They are trained to change batteries and crystals and are equipped with tools for those repairs only. We have a Watch Service Center in Utah that houses several of our Expert Technicians. [redacted] offered to have the watch shipped for free and repaired for this customer (as a courtesy), even though it did not fall under any policy or warranty of ours.

[redacted] informed me that the customer declined the offer. [redacted] felt that he had offered everything he could, so he had to get in contact with his superior, [redacted]t, to offer anything more.

[redacted]t is not stationed at this location and in fact, has several stores to travel to and assess daily - so he spoke with this customer and determined a time to meet with him and discuss options moving forward.

[redacted]t let me know he waited for the customer for well over the discussed time and unfortunately, had to leave for other work responsibilities. [redacted]t did not have a chance to examine the watch and so had to stand behind his manager's decision to have the watch repaired by our Expert Technicians.

At this point, [redacted] contacted me at our Corporate Customer Service. I heard his side of the story and let him know I would do some research and call him back. I spoke with both[redacted] and [redacted]t and discussed the situation with our VP of Customer Service here at Corporate. He decided to go ahead and let [redacted] have an exchange, as a courtesy, with one of the watches on our website: precisiontimeco.com. He instructed me to create a prepaid UPS shipping label, send it to the customer, and instruct him to ship the watch directly to our warehouse here in Utah

Once the watch got here, I would issue him a credit he could use to purchase a watch from the site. The last update I have was from 4/9. I left [redacted] a voicemail at his number (XXX-XXX-XXXX), asking for his address so I could create a UPS shipping label get this underway. I have not heard from him since then.

We feel that the offers we have given Mr. [redacted] are more than customary. We feel that we have gone far and above the call of duty to satisfy him. We do not feel liable to issue a refund or compensate this customer at this time.

Our offer of an exchange from our site still stands. If we could get his address, we'll get a prepaid shipping label mailed to him and once the watch arrived, issue a credit toward another watch on the site.

Please let me know if you require any other information from me at this time, thanks!