Rock Bottom Asphalt

Complaint: [redacted] I am rejecting this response because: I purchased one of my two Movado watches from this retailer In the time that I have had my watches - this exact same retail location has changed out batteries on both my watches - free of charge -- and while I waited in the showroomIf what this retailer is NOW claiming is true -- in regards to the length of time and difficulty in changing out my watch batteries --- Then I am to assume that the other times - emphasis on the plural - more than once -- that I had my batteries changed out at this location --- were my watches value and longevity being compromised each time? In other words -- either my watches were not properly handled by this location in the past -- therefore making me question if they have been permanently damaged by shoddy work How do I know if my watches have been damaged -- and if not -- that makes me question the present response I have just receivedCertainly, one can appreciate my concern Regards, [redacted]

I contacted *** *** by telephone to apologize for her inconvenience and explain our policy to her. Movado Company Store does not advertise free battery replacements. I am the store manager at this location for almost years now. We are not a service center but a retail
sales location. As a courtesy to our clients, we do change batteries in the watches that we sell that we are qualified to change. Some watches due to their warranty have to be sent in to the service center by the client. I have two qualified and trained individuals on staff and they are the only ones allowed to change batteries due to the liability. We not only change the battery but check the gasket and pressure test afterwards. It is not always a "simple process". If not performed correctly, the watch can be damaged. The fee for battery service is $plus tax. The day that *** *** came into the store, *** (key holder manager) and *** were on staff - no one else. Neither are qualified to change batteries. We ask our clients to call ahead so we can let them know when a technician will be in the store. The reason *** did not look at the watches is because she cannot change the battery. She walked to the back office to check the schedule to see when *** or *** (battery technicians) would be coming in so she could tell *** ***. *** and *** had no idea that *** *** was upset until they read the letter. I apologized to *** *** and explained our policy to her. I explained to her the process of changing the battery and the liability. You only want someone trained and qualified working on your luxury watch. I also told her that if she would bring the watches in when one of the technicians was scheduled, we would change them for free because of her inconvenience. She decided not to do this. We appreciate her business and do apologize for the misunderstanding

Complaint: [redacted]
I am rejecting this response because:  I purchased one of my two Movado watches from this retailer.   In the time that I have had my watches - this exact same retail location has changed out batteries on both my watches - free of charge -- and while I waited in the showroom. If what this retailer is NOW claiming is true -- in regards to the length of time and difficulty in changing out my watch batteries --- Then I am to assume that the other times - emphasis on the plural - more than once -- that I had my batteries changed out at this location --- were my watches value and longevity being compromised each time?  In other words -- either my watches were not properly handled by this location in the past -- therefore making me question if they have been permanently damaged by shoddy work.  How do I know if my watches have been damaged -- and if not -- that makes me question the present response I have just received. Certainly, one can appreciate my concern.
Regards,
[redacted]