Sequel International, Inc.

Estoy bien decepcionada Mande un reloj de guess a arreglar me cobraron por el cristal la manilla y la bateria pero la manilla me la recogieron sin yo pedirlo y ahora el reloj no me sirve y encima la manilla q se supone debe ser nueva esta toda rayada!!

I apologize for the delay in answering this but I was out of the offfice for the holiday season
In looking into this matter, I listened to the phone call and looked at the notes in the order, the consumer was told that if we could repair the
band we wouldUnfortunately we were not able to fix the band nor did we have a an alternate band as an option for sale for this watchThe excerpt below is from our Warranty:
For US Customers:In the event of a defect or malfunction within this year period from date of purchase, your watch will be repaired or replaced, at our optionThe year limited warranty does not apply to wear and tear , abuse or water damage and excludes batteries, case, strap or bracelet; does not cover costs, parts or labor, shipping & handling, defects or damage caused by any source other than *** WatchesProof of purchase is required for all Warranty Repairs.If you live in the U.S. contact us for more information
This can be found at *** scroll to the bottom of the page and hit customer help
The last time this watch was manufactured was years agoIt is very difficult to keep parts that long and unffortunately we do not have anything comprable for this watchMy suggestion would be to try local jewelers for either a metal or leather band that would fit

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My sincere THANKS to Revdex.com who always have been THE BEST at handling such complaints
Sincerely,
*** ***

After reading this complaint and listening to the customers call it has been determined that the CSR who handled the call could have done a better job. Although the bracelet of the watch is not covered under the warranty the CSR should have asked for a purchase receipt as the customer stated it was...

recently purchased. It would have then been determined if we would have covered it , if it was purchased within the last 90 days. As of this response and as a courtesy we have issued a refund of $29.50 back to the customers credit card.

This issue has been resolved directly with the consumer

After reading this complaint and listening to the customers call it has been determined that the CSR who handled the call could have done a better job. Although the bracelet of the watch is not covered under the warranty the CSR should have asked for a purchase receipt as the customer stated it...

was recently purchased. It would have then been determined if we would have covered it , if it was purchased within the last 90 days. As of this response and as a courtesy we have issued a refund of $29.50 back to the customers credit card.

I'm not rating this yet, until I receive a call with an explanation. I delivered my watch for repair in 11/29/17 as I had been instructed by them to do. They said they would call me upon receipt or email me. I called when my tracking number showed that it had arrived. The lady who answered said that it had arrived but it was not registered in the system yet, but they would email me once it did. Several days later after not hearing back by email or by phone I called again. It sounded like the same person that had answered before. She said they had it and that someone would contact me once the repair department works on it to obtain credit card information. It is 12/21/17 and have yet to have a call or email. However, my credit card - which I had not provided, was charged by them on 12/20. It said Sequel International on the charge. I'm furious that not only has anyone returned my calls, or contacted me to disclose what was repaired, but I have yet to find out how they obtained my CC number and charged it without authorization. I will take this to my attorney if they don't call me back with a timely and proper reply to this.

Review: On 12/2/14 the watch band on my [redacted] watch broke. After searching the [redacted] website for a repair center I found that Sequel International was the repair facility for [redacted] watches. I called Sequel International on 12.4.14 and was told that my watch ([redacted]) was under warranty, and that all I needed to do was ship the watch to them, insured, and the watch would be repaired under warranty. I was told the only cost to me would be $8.50 for return shipping, so I provided my credit card information for the return shipping. I was told on the phone that my band would either be repaired or replaced under the warranty.

The next day I shipped my watch insured to Sequel International at a cost of $20. On 12/10/14 I received an email from Sequel International stating they had received my watch and it was logged in for repair under order number [redacted]On 12/2/14 the watch band on my [redacted] watch broke. After searching the [redacted] website for a repair center I found that Sequel International was the repair facility for [redacted] watches. I called Sequel International on 12.4.14 and was told that my watch ([redacted]) was under warranty for ten years, and that all I needed to do was ship the watch to them, insured, and the watch would be repaired under warranty. I was told the only cost to me would be $8.50 for return shipping, so I provided my credit card information for the return shipping. I was told on the phone that my band would either be repaired or replaced under the warranty.

The next day I shipped my watch insured to Sequel International at a cost of $20. On 12/10/14 I received an email from Sequel International stating they had received my watch and it was logged in for repair under order number [redacted]. Yesterday I received the watch back unrepaired and the band still broken. The note in the box said repair parts were not available and it couldn’t be repaired. There is nothing wrong with the watch except the band is broken.

My Wife called Sequel and was told there was nothing they could do since they didn’t have the parts to repair the band. She was told they didn’t have to warranty the watch if there were no repair parts. Since when is a ten year warranty and optional deal where you can simply choose not to honor it. The band broke under normal wear and the band should be replaced or a replacement watch provided.

I spent money shipping the watch to them under their direction expecting my watch to be repaired as promised.Desired Settlement: Sequel should honor their warranty and either replace the broken band or replace the watch, since they said the watch was repairable and covered under warranty. At the very least they should refund my shipping cost of $20, and not simply say there is nothing we can do. Not the type of service I would expect in support of high end watches.

Business

Response:

I apologize for the delay in answering this but I was out of the offfice for the holiday season.

In looking into this matter, I listened to the phone call and looked at the notes in the order, the consumer was told that if we could repair the band we would. Unfortunately we were not able to fix the band nor did we have a an alternate band as an option for sale for this watch. The excerpt below is from our 10 Warranty:

For US Customers:In the event of a defect or malfunction within this 10 year period from date of purchase, your watch will be repaired or replaced, at our option. The 10 year limited warranty does not apply to normal wear and tear , abuse or water damage and excludes batteries, case, strap or bracelet; does not cover costs, parts or labor, shipping & handling, defects or damage caused by any source other than [redacted] Watches. Proof of purchase is required for all Warranty Repairs.If you live in the U.S. contact us for more information.

This can be found at [redacted] scroll to the bottom of the page and hit customer help.

The last time this watch was manufactured was 9 years ago. It is very difficult to keep parts that long and unffortunately we do not have anything comprable for this watch. My suggestion would be to try local jewelers for either a metal or leather band that would fit.

Estoy bien decepcionada Mande un reloj de guess a arreglar me cobraron 45.00 por el cristal la manilla y la bateria pero la manilla me la recogieron sin yo pedirlo y ahora el reloj no me sirve y encima la manilla q se supone debe ser nueva esta toda rayada!!
I
am very disappointed- I sent a [redacted] watch to be repaired and they charged me
$45.00 for the crystal, the arm and battery, but they changed out the arm
without me asking for it, and now the watch will not work. Also, the arm, that
is supposed to be new, has scratches on the top!!

Review: I purchased a watch from [redacted] in the [redacted] as an anniversary gift from my wife to me. I had never spent that amount of money for a watch. I figured it would last a very long time since I was paying so much money. Problem is, It has spent more time being repaired than me enjoying it. First problem I had with it was the bottom of the watch casing wore out. It became a copper color and the sides became very sharp which cut into my wrist. I wrote [redacted] and I was instructed to send it to Sequel International. I called Sequel International and spoke to [redacted] a rep there who had poor customer service. I greeted her and she did care to greet me back. Her response was a cold "how can I help you". She told me it would take anywhere from two to three weeks to have my watch shipped back out to me. It took them the three weeks to ship it. The watch was shipped to my home and it never made it there. I called Sequel International; a second watch was mailed to me. I finally got the 2nd watch. The watch was a refurbished watch, not the one I had sent them. I wore the watch for about 6 months and the bottom of the watch casing wore out again cutting into my wrist. I then wrote [redacted] one more time. They instructed me to follow up with Sequel International. See the pattern? I followed up with Sequel; the customer service rep was extremely rude again. She made my call seem like she was doing me a favor. I them mailed my watch back to them for repair. Now every time I mail my watch its $12.00 to ship to them, plus they charge to ship my watch back to me once they have repaired it. This time, my watch I requested for it to be shipped to my office. There is always someone there. The person whom created the shipping label at Sequel did not take the time to place the suite number on the label and the watch was returned back to Sequel. I called and spoke to the customer service rep, which decided to give me attitude as if it was my fault the label was created wrong. And I am made aware of this by conversing with the mail rep in my area that remembers the box, but did not know what suite it was going to. Finally another watch was sent to me to compensate on the one I sent in. Problem is, this watch is rated to water resistant to 300 feet. I wore it in the shower this weekend and the inside of the watches glass is foggy. As a consumer, I am extremely dissatisfied in the quality of work, professionalism provided to client, and lack of attention to the repairs they are providing the public at Sequel International. I am back to square one, not being able to wear my watch!Desired Settlement: Refund I think it would be fit, to stop wasting my time. I want to be compensated for both times I have had to mail them the watch and for the two payments I have had to give them to send me my watch back. If the watch would have performed under it's manufactures specs I would not have run into this kind of problem. I want a full refund or a brand new watch.

Business

Response:

This issue has been resolved directly with the consumer

Review: I have a [redacted] Watch with a leather band. I prefer a metal band, so I was put in contact with Sequel. I explained the situation in detail and was told they would call back and let me know if a metal band was available to replace the current leather band on my watch. They called back the next day and told me that such a band was available. I gave my credit card info and received a package a few days later.That package contained a Metal Bracelet Adjustment Tool & Instructions. That is all, no band. So I called back and informed the rep I had been dealing with. She said she would send the right band out. After another few days, another package arrives, this time with a metal band. I take it to the jeweler, who tells me that this band will not workit is a square peg-round hole situation. The two pieces just dont mesh.So I call back during the morning on 11/27 and leave a message explaining the situation and asking for a call back. I also left another message on 12/2 requesting a call back. My call was returned on 12/3. I was instructed to mail the band back at my expense and I could then request reimbursement for that cost after it was received by the company. Then they would send me the correct band. I had two questions: 1) How could they be sure to send me the correct band, didnt they already try that twice, with no success? 2) Why do I have to go to the post office, then request reimbursement on my postage?This company screwed up, twice; now I have to take time out of my day to go to the post office and then REQUEST reimbursement? I have sent merchandise worth over $1,000 back to companies with something called an RMA Return Merchandise Authorization this company should look into it. Upon further investigation on the Revdex.com page for this company, they do offer this just not to me.If the company doesnt do that, then go above and beyond go to the post office and buy some stamps, put them in an envelope, and send them to me. Then you request reimbursement from your company, since it is your company that has mailed me no watch band, then the wrong watch band.Anyway, I was on the phone for way too long on 12/3. I was informed that the person I was speaking with ([redacted]s) had seen the metal band that had been sent to me taken off of my watch head. I finally had to take photos of the items and send them to her to convince her that that was in physically impossibleI was told that they would talk to marketing to find a solution and I would get a call back. That was on 12/3. I received no call, so I called again on 12/6 I was promised a solution by noon on 12/6. Now it is 12/10 and here I sit with a pile of watch pieces in front of me. The leather band is removed I did not have the jeweler put it back together, as I was sure that I would eventually receive the correct band. It now seems that such a band does not exist.Desired Settlement: At the very least, here is what I would consider to be the proper customer service to provide. If there is no band that fits, send me a SASE with enough postage to cover sending this band back to Sequel. I will expect to see a refund for the purchase price before I send it back. I will also need $12 to pay the jeweler to put this watch back together with the leather band. This solution includes two wasted trips to the jeweler for me.If there is a correct band, send it to me, along with the SASE that will cover sending the bad band back. I would also like the $12 it is going to cost to get it put on to compensate for my wasted trips to the jeweler and the poor service I received.

Business

Response:

Spoke to Cutomer this morning 12/11/13 and this complaint has been resolved.

Consumer

Response:

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,

Vincent Ratchford

Review: I purchased a watch from a G By Guess store on 4/21/With taxes out the door I paid exactly $According to the manufacture specs I bought a water resistant watchI ended up taking a shower and forgot to take my watch off but that's okay, it's water resistantAbout a day later my watch glass face was foggy inside due to condensationI contacted Sequel the repair contact for G by GuessTo my surprise I had to pay them $to fix my watch that was sold to me as a water resistant watchI mailed out my watch using priority mail which was received by them on 7/15/After a week I called Sequel to check the status on my watch on 7/22/I talked to [redacted] a rep there who had poor customer serviceI greeted her and she did care to greet me backHer response was a cold "how can I help you"She told me it would take anywhere from two to three weeks to have my watch shipped back out to meIt only took them about two weeksI just received my watch on 7/31/I opened up the package on 8/2/I was extremely upset to find out they issued my a refurbished watchThe face housing on the watch has nicks on the topThe glass is scratched and I'm really upsetI tried calling them this morning today's date is 8/2/13, they're closed on Fridays
Product_Or_Service: Watch
Account_Number: year limited warr
Desired Settlement: DesiredSettlementID: Refund
I think it would be fit if they quit wasting my timeI want a full refund or a brand new watchI want to be compensated for both the money order and the shipping cost that totals $If the watch would have performed under it's manufactures specs I would not have run into this kind of problem
Business
Response:
Business Response /* (1000, 5, 2013/08/05) */
First of all I would like to apologize to MrRodriquez for the lack of service he felt he recievedMy goal is to make sure that every customer who come thru our repair center is treated with respect
In regards to the $7.50, it is not a repair charge, it is a return shipping and handling chargeBelow is a quote from our year Limited Warranty
"it will be repaired or replaced, at our option provided that it is returned prepaid with VISA or MASTERCARD or money order for $to cover the cost of handling and return postage (This is not a repair charge)
Also according to our internal notes we not only sent back his watch but also his $money order since this occured within days of purchase
In order to make sure he is completely satisfied I will email him a UPS return label so he can send back his watch and replace it with another one since he is not satisfied with the one he received