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 $42.00 and the charge for return shipping and handling of $15.00 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 [redacted] 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 2 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 [redacted] directly at their home office in [redacted] 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 75 years and 3 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 $15.00 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 12 month guaranty on the work performed and water resistance to company standards. Wishing you the best, [redacted]
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 # [redacted]. 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, period. So, just do the dial and charge me for shipping and only then it will be fair. I'm a third generation watchmaker who works on [redacted] and very high end watches, I think it's clear that we both know what I'm talking about. Plus, when you graduate watchmaking school, they tell you to be ethical something you're not.
Regards,
[redacted]
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 # [redacted].
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 5 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,
[redacted]
I understand the problem, and do not dispute that we have recently fallen behind and fell short of our normal 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.
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 # [redacted]. Please add your rejection comments below.
I have attached the repair form used. It does not list the prices Saltzman's is advising. I am asking for the $55 dollar refund due to the fact that Saltzman's did not complete the repair as charged. They list how they "saved" me the shipping cost to send it back. Well 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's. I personally have spent over $200 dollars with them in the last 6 months. If they cannot satisfy my request after all of this hassle, I will be sure not to use them again.
Regards,
[redacted]
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 $42.00 and the charge for return shipping and handling of $15.00 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 [redacted] 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 2 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 [redacted] directly at their home office in [redacted] 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 75 years and 3 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 $15.00 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 12 month guaranty on the work performed and water resistance to company standards. Wishing you the best, [redacted]
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 # [redacted]. 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, period. So, just do the dial and charge me for shipping and only then it will be fair. I'm a third generation watchmaker who works on [redacted] and very high end watches, I think it's clear that we both know what I'm talking about. Plus, when you graduate watchmaking school, they tell you to be ethical something you're not.
Regards,
[redacted]
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 # [redacted].
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 5 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,
[redacted]
I understand the problem, and do not dispute that we have recently fallen behind and fell short of our normal 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.
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 # [redacted]. Please add your rejection comments below.
I have attached the repair form used. It does not list the prices Saltzman's is advising. I am asking for the $55 dollar refund due to the fact that Saltzman's did not complete the repair as charged. They list how they "saved" me the shipping cost to send it back. Well 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's. I personally have spent over $200 dollars with them in the last 6 months. If they cannot satisfy my request after all of this hassle, I will be sure not to use them again.
Regards,
[redacted]