Swatch Group

Review: I purchased a Tissot watch for my wife at Littman Jewelers in Lancaster, PA on October 2, 2012. I returned to watch to Littman on March 24, 2015 when the battery needed replacement. Up until that time, the watch kept perfect time. The watch was sent to Tissot for battery replacement, and was returned to me on April 11, 2015. Since its return, the watch ran slowly. It was returned to Tissot on October 28, 2015, at which time I was told that the movement now required a complete maintenance service. This cost $175. I contend that Tissot inadvertently caused damage during the battery replacement (hopefully this was not done intentionally), and that my $175 should be refunded.Desired Settlement: Tissot should refund my $175 service fee for damage that they caused during battery replacement of my wife's watch.

Business

Response:

Our records indicate that that an initial battery service was performed in our service center in April 2014, not 2015. At that time the movement was functioning properly and all that was needed was the cell change. when the watch was returned to us in October 2015 the movement of the watch was found to have a high consumption, meaning that a complete maintenance service of the inner workings was required to restore the proper functionality.

This type of service is not uncommon, nor a defect in manufacturing. Simply, it is part of the ownership of a watch. just as a automobile has different service level requirements based on mileage, so does a watch, but based on time. As noted in the instruction for use booklets that accompany each watch, this type of complete is normally required around 4-5 years. we do know that this watch was purchased just over 3 years ago, but what we do not know is how long it was in inventory at the retailer. It is for that reason that when the watch was returned to us and found to be in need of the Complete Maintenance Service we discounted the cost of this service by the amount already paid for the battery change in 2014, and additionally on November 10th we offered to the retailer an additional 15% off the cost in order to satisfy the customer.

We suggest that the customer have a look at the website [redacted] in order better understand the required services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The watch in question worked perfectly until the battery was changed. Something was damaged in the process of battery replacement.

Regards,

Business

Response:

A quartz movement - like all type of watch movements - has to be serviced regularly. sometimes this service is a simple battery change and gasket replacement and other times it is more involved, as the case with the last service of this watch.

based on the purchase date this watch has been operating 24/7 365 for over 3 years, this is the equivalent of a car running for over a half million miles. Would we have an expectation that an automobile would need maintenance top operate properly? of course, and in the same way the motor inside a watch needs similar attention which is what occurred during the last time it was sent to our service center.

there is no manufacturing defect with the watch, it is a high-precision instrument, and jsut like any other it needs to be serviced regularly to ensure optimum functioning.

As originally noted, we provided an additional discount to the jeweler when servicing this timepiece last month and hope that the saving was passed onto the customer.

Review: The RADO watch repair center (A DIVISION OF SWATCH GROUP INC) is employing deceitful practice. I sent my watch to RADO to get an estimate for the repair of a broken crystal. I received an estimate for $445.00 to fix the broken crystal and $65.00 for partial maintenance of the mechanism, which I did not ask for because I never had any problems with it.

I am a trained mechanical engineer and so I decided to look into the broken crystal myself. I removed crystal from the watch and noticed that this watch came with a previous factory defect; the crystal was not properly glued to the body of the watch, causing it to crack. Again I sent my watch to RADO repair center with evidence of factory defect. The repair centers acknowledged my findings and offered to replace the crystal for free. However, I was sent an estimate for $ 200.00 for complete maintenance of the mechanism, instead of the initial partial maintenance of $65.00. I talk to a RADO representative named Jason and then his manager [redacted], who could not explain why they had a discrepancy in maintenance pricing. I told her that I did not experience any problems with the watch mechanism, and I did not see why I should pay for full maintenance instead of partial maintenance. After talking to [redacted] I received a third estimate for $719.41. This arbitrary fluctuation in pricing shows how unfairly RADO treats their loyal customers. Repair# [redacted] amount $574.46; [redacted] amount $241.59 & [redacted] amount $719.41 copy's provided upon request.

Business

Response:

The clients watch was originally received on December 18, 2013 with a crack in the top right corder of the crystal. the watch was registered under service order [redacted] and an estiamte for a new crystal $445.00 and a partial service $65.00, total $510.00 plus tax and shipping was created. the partial service was required as this is the cost of the labor to install the new crystal.

On January 7, 2014 the client rejected the estimate and the watch was returned to him

After a conversation with our customer service department on January 29th we provided the client with a pre-paid return label to have his watch re-evaluated. On February 6, 2014 the watch was registered again under service order [redacted]. upon receipt it was noted that the crystal was now totally seperated from the case. during the re-evaluation it was noted that the movement was no longer running to factory specifications and therefore a complete maintenance service $200.00 was required in addition to the new crystal.

When creating the estimate for this work our administrator made an error and inadvertently did not charge for the required crystal as it ws quoted on the original diagnosis and estimate from December.

it is our policy to stand by our product and our people. because this error was made in favor of the client we did not revise it to charge accordingly, so in fact the client was benefiting by $445.00 for the error of not charging for the crystal.

The compelte maintenance service was now required due the fact that now that the crystal was fully removed(admittedly by the client himself) foreign particles hace entered into the movement causing the malfunction.

the client once again rejected the estimate on February 18th and his watch was returned.

As a gesture of goodwill we are willing to service the watch as required, and will still honor the quote of $200.00, plus tax and ship, as we provided in error under [redacted].

Business

Response:

As an exceptional offer of goodwill in order to clsoe this case we will service the movement and replace the crystal of Mr. [redacted] Rado watch for the requested charge of $60.00, plus applicable tax and shipping.

Mr. [redacted] may return his watch to our facility at the address below and make sure to mark the box to the attention of [redacted]/span>.

Upon receipt we will create the special estimate for his approval.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Tissot will not cancel my order #[redacted].Desired Settlement: Credit back my Credit Card for the refund.

Business

Response:

Thank you for your email. The order for this customer was indeed canceled. When a customer places an order with us there is a tempory hold on the credit card until the order goes out. Due to the order being cancled the transaction did not process. With the tempory hold depending on the bank for the credit or debit card they will not reverse that transaction until 5-10 business days. (again that depends on the bank it maybe less time). There was not an actual charge to the customer only a tempoary hold.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: About 1 year and 9 months ago my mom did purchase [redacted] watch for me as a birthday gift. Close to one year of ownership crown on watch get stacked and I wasn't able to make correct time on my watch.

Moving it crown went out and I was able to correct time but I was not able to push same one back. I was thinking that is not a big time issue since and I will not use watch in a water. After another 9 months watch did stop working completely.

Since I am in EU currently I sent watch back to my mom so it can be shipped to [redacted] and hopefully fixed. She did pay about $ 350 for this watch, after that much time she did misplace receipt of the sale and myself did not hold warranty card in the house since who can think of such a thing that you will need those items for a watch that you pay that much money. And that is where our problems start. We did talk to many customer service reps and finally reached supervisor [redacted]. She was nice and professional and did made estimate for us with discount $139.61. We was shocked that we need to spent more money on already overpaid price $350 plus shipping cost to my mom in US. We get respond that this is company policy and they can't go over it. I asked how it is my problem that crown get stacked and now all mechanism is shut ? how do you stay behind a product ? and response was the same we can't do nothing about it. In this point of time I am very, very frustrated abut all thing. First this watch is their original product and they know it, mechanical problem is something that is obvious sign of bad quality of the watch. Company should stay behind their product not look for a excuses to fix their own product.Desired Settlement: I want repair free of charge and shipped to my address in Seattle.

Business

Response:

It is always a concern to our company when a client has a product that is no longer working and requires service. As with all claims for warranty service we did request documentation from the client to show the date of purchase of his watch from an authorized retailer.Since this watch was in our collection from 2004-2009 we are well outside the terms of the two year warranty based on the distribution era, however the active period for warranty coverage would begin from the date of purchase.if the client could provide us with the name of the retailer from where the watch was purchased we would be happy to contact them on his behalf in an effort to obtain this required information.otherwise the cost to service his timepiece will remain, but as a gesture of goodwill in an effort to close this case we will extend the discount on the required service to 25% off the suggested retail price(tax and shipping are still applicable).Sincerely,Swatch Group, US Customer Service

Business

Response:

It is always a concern to our company when a client has a product that is no longer working and requires service. As with all claims for warranty service we did request documentation from the client to show the date of purchase of his watch from an authorized retailer.Since this watch was in our collection from 2004-2009 we are well outside the terms of the two year warranty based on the distribution era, however the active period for warranty coverage would begin from the date of purchase.if the client could provide us with the name of the retailer from where the watch was purchased we would be happy to contact them on his behalf in an effort to obtain this required information.otherwise the cost to service his timepiece will remain, but as a gesture of goodwill in an effort to close this case we will extend the discount on the required service to 25% off the suggested retail price(tax and shipping are still applicable).Sincerely,Swatch Group, US Customer Service

Review: I received a [redacted] timepiece (i.e. a watch) as a gift in September 2010. Over the course of the next few months, the workmanship deteriorated significantly. These damages were unprovoked; the timepiece was never exposed to physical or environmental stress. I initially ignored these damages because they were relatively superficial and I believed them to be normal wear and tear. However, in August 2012 the wristband began breaking down consistently every few weeks. I had the timepiece serviced on multiple occasions at a significant cost to myself. On every occasion, the repair would fail and the bracelet would break. The repair center finally informed me that the bracelet was defective and that the timepiece should be sent to the Swatch Group for replacement. Before I could do so, in February 2013, the timepiece stopped working altogether. I did nothing to provoke this. I proceeded to send the timepiece to my local Swatch Group service center along with all my receipts and purchase documentation. A Swatch Group smith claimed that the timepiece had been physically abused and it would cost nearly 300USD to repair. This is near the full cost of the watch. I explained to the smith that his assessment was incorrect. I was rudely instructed that they would not honor their repair policy and my subsequent complaints were ignored. I then submitted a written complaint via www[redacted].ch but I never received a response. I also filed a complaint with the local-equivalent of the Revdex.com but I have yet to receive a response. I recently sent the timepiece to the Swatch Group service center in question. The assessment did not change, except on this occasion, the repair bill was half (approx. 125USD) and they now informed me that the warranty was never valid. They also demanded 25USD for return shipping when it cost me only 9USD for an equivalent service. I am livid. NOTE: I don't have enough space to explain the situation in full detail. Please contact me directly!Desired Settlement: I was originally requesting a repair, free-of-charge, as per the warranty terms. However, as I’m lacking confidence in the Swatch Group’s products and services, and I’d now like to request a full-refund of the purchase price OR the replacement of my timepiece with a new, defect-free item of equal or greater value.

Business

Response:

It is clear from the condition of this watch that it has been quite enjoyed over the years of ownership. while our products are made for daily wear we find that the heavy marks, dents and scrapes clearly show excessive damage. This includes the fact that the dial feet of the watch are damaged and this could only be caused from a very heavy knock or shcok to the case. This timepiece may be brough back to proper workign order with the partial service and new dial as estimated. this "partial service" work is required normally after pictures may be provided if/as needed. As our website, www.support[redacted].ch indicates a watch battery may last 2-5 years depending on the the type of watch, we also indicate that as a general rule the full servicing of the timepiece is required in the 3-5 year range. The required servicing of this watch with the associated costs are within the guidelines and applicable Should Mr. [redacted] decide to not have htis work compelted we will return the watch to him without cost.

Sent on: 7/8/2013 9:57:15 AM

Consumer

Response:

Complaint[redacted]

I am rejecting this response because:

This response is directed towards the Swatch Group...

Thank you for your response. I disagree with your assessment.

First, I had the battery replaced late in 2012. It should be in perfect order.

Secondly, I took pristine care of the timepiece for the entire time I owned it. It was never subjected to any physical abuse or exposure to the elements. The workmanship deteriorated under routine conditions and this is clearly indicative of a defective product.

Most importantly:

--> The only possible instances of shock would have occurred when the defective bracelet

broke down, and as this was the result of a defective product, I should not be

held responsible.

I am still requesting that the repairs be performed free-of-charge, or that the purchase price is refunded, or that my timepiece is replaced by an item of equal or greater value.

Thank you,

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I already sent my timepiece to your service center in New Jersey at my own expense. I spoke with one of your representatives who claimed that the timepiece was in working order and it would be returned to me. I received my timepiece back via FedEx but was shocked to find that it was still non-functional. I am going to be pursuing this further.

Regards,

Business

Response:

The client purchased this watch on July 2010 from an internet site that is not an authrorized retialer of [redacted] watches. Therefore no valid warranty was ever provided with his tiempiece, and even if there was then the 24 month warranty that would have come wiht the watch would have expired in July 2012, whic was almost one year prior to when the watch was received with the claimed issue.

additionaly, the attached picture and conditions on the estimate clearly show the heavy wear and knock that contributed to teh watch needing service. there is no defect in this product.