Saltzman's Watches & More, Inc.

Good morning, I have reviewed the original estimate that was emailed to Mr***, and we did not estimate for a crystal as he requested. The cost for a crystal requires a basic service, which is $55, and the cost for the crystal which is $18. The charge for the
strap is $50.00, plus $shipping and handling. The original estimate did not include the crystal for $18, so The basic service $55, new strap $50, and return shipping of $totaling the $120.00. When Mr*** called to state that the crystal was not done as requested we issued a *** call tag and replaced the crystal at no cost, effectively saving him $for the crystal replacementI do not understand the request for the $refund. The original estimate was approved and Mr*** provided his credit card number for the amount on the estimate which is the only amount we ever charged him. The original estimate was sent to ***, we had received the watch on January 13, and emailed the estimate on January 22, which is too long I agree, but we had fallen behind with estimates after the holiday season and it took us some time to catch up. Once the estimate was approved and paid for on January the watch was repaired the following day and shipped back January 28. *** instituted a price increase in March of and there are no prices currently listed online, but some old forms may be available somewhere although having nothing to do with *** or Saltzman's Watches. Since the estimate was approved as submitted to Mr***, and the additional repairs that were not estimated for were performed at no cost to him, I do not understand the reason for the refund of $55. The watch was received the second time on February 10, the repairs were completed the same day and it is currently on its way back to the customer via *** with tracking number ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. That's completely not true, the service center can talk to the *** and make exceptions! ***, ***, *** and many companies sell their parts and they're well more established and richer than *** watches! What they're doing is forcing a sale of something that's not broke and it's decided by the repair departmentNot only the customer is scammed, but also they're left no choice but to be under the mercy of the company which is unethical and unacceptable! I will contact higher authorities if I have to take *** to court for forcing unnecessary repairs on the uninformed customers, plus, I will advertise their unethical proceeders so people have a better understanding of their polices!]
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I have attached the repair form usedIt does not list the prices Saltzman's is advisingI am asking for the $dollar refund due to the fact that Saltzman's did not complete the repair as chargedThey list how they "saved" me the shipping cost to send it backWell I would not expect any less after failing to complete a repair after you charged a customer. The refund is for failing to complete the repair in a timely manner, sending it back not repaired, then being without the watch for this length of time. Myself and my co-workers have used Saltzman'sI personally have spent over $dollars with them in the last months. If they cannot satisfy my request after all of this hassle, I will be sure not to use them again
Regards,
*** ***

Good morning, The controlling and managing partners of *** are always happy to consider exceptions for authorized dealers, but have never sold parts to an unauthorized jeweler, or a jeweler that does not carry the *** brandI do concede that the brands mentioned do sell parts to jewelers that are not necessarily authorized retailers, and I never said that no brand sells parts to companies that are not authorized retailers, I just said that it is common practice. I again am only a repair center and have not created these rules or guidelines, I merely adhere to them under contract. As an additional courtesy I will reduce the service from a Major Overhaul to a Basic service which will reduce the labor charge from $to $This service will include the replacement of the dial, resealing, and water resistance guaranty. The total charge for the repair will be $including the Basic Service, replacement dial and return postage and handling. I understand your frustration. We are a third party contractor that must adhere to the contract and guidelines set forth by the brand, and I do not have the power to change this. *** does provide parts to select *** retailers other than us in order to assist customers, but they do not sell parts to jewelers that are not authorized dealers. Please advise if this offer is acceptable and I will be happy to make the changes on your repair

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The answer provided is the way the company operates its business The communication process needs improvement A customer should not have to provide a tracking number to be placed ahead of other watches that have been taken in for service The business should have some system to track watches when they arrive, and an e-mail to the customer when the advertised day repair estimate is not provided The staffing issues that the business is experiencing, is not really a concern to the consumer Communication goes a long way
Regards,
*** ***

Good afternoon, I have spoken with the customer and can understand his frustration. We are a third party service center and and contracted by *** to perform their after sales service for North America. Along with that contract we are mandated to adhere to
corporate guidelines which include certain repairs along with part installation and the restriction of part sales to select *** authorized dealers. Our contract guidelines are provided from the owners of *** in Switzerland and they are for the protection of dealers and consumers alike. I did extend a 20% discount off the repair as a courtesy because I can understand his frustration and points. It is common practice in the watch industry to only sell parts to authorized retailers, and even authorized service centers. I do not have the authority to change corporate policy from the watch brand though

I understand. The form you referenced has not been in use since May 2015. Please disregard this form. I also apologize for the miscommunication and poor estimate we provided you. We did perform the services that were listed on the estimate, the basic service which is a battery, resealing, accuracy and pressure tests, and the replacement band, but we did not ever estimate for a new crystal, which is what you wanted. We will refund your payment of $55, and have replaced the crystal also at no charge, so we have provided you with a complete crystal replacement, battery change, and resealing at no cost to you, and the only thing you will have paid for is the strap and return shipping. I'm sorry for the inconvenience

Good morning, Unfortunately recently we had a vital member of our customer service team become ill with a debilitating sickness that caused him to be out of work for an extended period of time, and that in conjunction with vacations and an increase in summer volume we have
regretfully fallen behind with estimates and evaluations At any point though if a customer can provide us the tracking number of their package we are happy to research the matter and pull that package from that days deliveries and get it evaluated immediately If the customer can provide that information we will be happy to pull the package and get it evaluated within hours I'm sorry for the delay and inconvenience

I'm sorry I cannot satisfy your request. I have reduced the labor charge as much as I can to $55, plus the cost of the part which is $and the charge for return shipping and handling of $while still offering you the 20% discount. I believe everyone is entitled to labor for their work, and as I stated we are not permitted to sell *** parts. I am not doing anything illegal and I'm sorry you believe these practices are unethical. You stated that the reason you need to perform this service is because after you changed the crystal on the watch the customer complained about of the tritium tubes being out. This is not the fault of the watch or the manufacturer. I understand the need to satisfy a customer as we try to accommodate people as best I can within the regulations of the manufacturers. I believe I am being fair, and I am sorry that you do not. You are welcome to contact *** directly at their home office in *** *** and see if they are willing to sell you the part, but my contractual obligations forbid that practice and could be considered a breach of contract. I agree to process repairs and part orders per the standards of the manufacturer for every brand I am blessed to perform after sales service, and after years and generations of watch repair professionals I cannot compromise my integrity or obligations. I again understand your frustration, and apologize for the trouble. If you do not want the watch repaired then you are welcome to simply pay the $return shipping charge and we will send it back to you immediately. If you choose to have the service performed we of course maintain a month guaranty on the work performed and water resistance to company standards. Wishing you the best, *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below Customer doesn't want anything done but dial, what can't you understand? What you're doing is called fraud! You can't force a repair on a customer, or not do the rest it's ILLEGAL, periodSo, just do the dial and charge me for shipping and only then it will be fairI'm a third generation watchmaker who works on *** and very high end watches, I think it's clear that we both know what I'm talking aboutPlus, when you graduate watchmaking school, they tell you to be ethical something you're not
Regards,
*** ***

I understand the problem, and do not dispute that we have recently fallen behind and fell short of our turnaround times I'm simply explaining that due to a sudden unpredictable illness, and an unusual increase in packages for repair put us behind suddenly and we are working diligently to catch-up I do apologize for the trouble and inconvenience, and just ask for a level of understanding when a team member surprisingly goes down with a debilitating injury