Tag Heuer

Review: [redacted] an authorized Tag Heuer dealer failed to honor the contact for watch service.Desired Settlement: I would like [redacted] to honor the watch battery replacement agreed to when I purchased the watch.

Business

Response:

This complaint is in reference to a contract between Ben Bridge and the customer. We have no affiliation in this contract or service exchange. The TAG Heuer Limited Manufaturer Warranty is 2 years from the date of purchase. The customer is welcome to send the watch to our facility for evaluation.

Review: In early November I sent my broken watch to Tag Heuer Customer Service USA, a division of LVMH Watch and Jewelry for repairs.

The watch was received at Tag Heuer USA on November 7th.

They diagnose the repair and billed me on the 11th. I paid them (as they demand upfront payment before any repairs would be made) through [redacted] on November 12th. The amount of the repair was $410.60 of which $73.00 was for parts. One of these parts was on back ordered from Switzerland.

After 3 weeks I checked my account via their website and saw nothing was done. I called and was told the back ordered part had not arrived but they always arrive between two and four weeks. I was informed to check back at a later date.

I checked their website today after 5 weeks and saw again nothing had been done. I called back and this time I was told back ordered parts need four to eight weeks to arrive. At that point I asked to speak to a supervisor. They took my information and told me I would receive a call in 24 hours. It never came.

My problem with this company is twofold. First, every time I call I get a different story as far as timing is concerned and second, they demanded payment in full up front when in reality payment up front for parts alone should have been sufficient as it would protect them from any losses.

Also, as illustrated by the supervisor’s concern, this company’s customer service leaves a lot to be desired. This is my second Tag Heuer watch and most definitely my last. I am out $410.60 since November 12th and still have nothing to show for it.

Is there anything you can do to help?Desired Settlement: I feel I should get a phone call from a supervisor, an apology and a discounted repair.

Business

Response:

We have been in contact with the customer to resolve directly. The timepiece is scheduled to complete and ship by Monday, Dec. 22nd. Additionally, we will include some token gifts as our appreciation for his patience.

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: I purchase a Tag Heuer Watch from this company, They send me a totally wrong item which is different color and design.They accept this mistake But The www.lvmhwatchjewelry.com Tag Heuer USA does not want to send me a return label, Customer service is very poor!!! Telephone customer service is not available.

Business

Response:

We responded to customer request to return the timepiece on June 23, 2014. We have provided him authorization to return the timepiece as well as our address and [redacted] account # to ship the timepiece. Customer has not yet returned the piece. He is require to complete the label and deposit the watch with [redacted] I have attached a copy of the email sent.From: [email protected]: RE: About my order [redacted]To: [redacted]Date: Mon, 23 Jun 2014 10:10:14 -0400HiYes I will let them know of the differences.Please return to LVMH W& JAttn [redacted]You can use my Fed Ex Acct # [redacted]Thanks[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:They don't give me detail instruction about return process,I did request return label because I do not have time to go down [redacted] office. Don't know where is [redacted] office.poor customer service ever!

Regards,

Business

Response:

We apologize for your dissatisfaction. However, in order to return the item you will need to complete the label and deposit the package with [redacted]. We have provided all the necessary information to return the package at our expense.Additionally, we have located a [redacted] location within 1 mile of your address.They are located at:[redacted] We hope this information is helpful. If you need further assistance please contact us at [redacted]

Review: Called to inquire about repair, as watch was running appx. 5 minutes fast per week.

Told to send watch in for free estimate, and that they expected cost to be around $175.

After inspection, was told that watch needed a complete overhaul at a cost of $327.49, which I agreed to.

They required payment upfront through [redacted] which I did.

Weeks later, received watch back -- still running 5 min fast per week.

Called and was told to send watch back, which I did.

This time I was told it needed a minor overhaul and calibration.

I called to question why I was charged for a full overhaul if all it needed was a minor overhaul and calibration.

Was told that it needed the full overhaul, and that they would extend the warranty on the work an extra year (to two years).

Received watch back -- still running 5 minutes fast per week.

Called asking for a refund, and was told that the work was done, so no refund, but to send the watch back yet again, which I did.

This time they told me that the watch was magnetized, and that this was causing the issue.

Received watch back the third time with invoice showing watch returned unrepaired -- and still running appx 5 min fast per week.

At this point, I have filed a dispute with my credit card company, and am looking for a refund, so that I can have the watch repaired elsewhere.Desired Settlement: Refund to [redacted] of full amount paid

Business

Response:

Email submitted to customer to kindly return watch for evaluation and proposed resolution to customer's concerns.

Review: In August 2011 I bought a mobile phone TAG Heuer [redacted] for the sum of $5,600. After about six weeks of use, carbon on the back wall just clashed, I wanted it repaired under warranty because it was not carbon. The phone was advertised as carbon.It turned out that the warranty does not cover the outer part. Notified me that I need to send this phone to TAG-Heuer USA to [redacted] to find out what it will cost to repair. I sent this phone to the satisfaction of Mrs. [redacted]. I waited 17 days for repair pricing. Valuation of repair after 17 days was not prepared by Mrs. [redacted]!I unnecessarily paid almost $ 100 dollars for shipping and insurance. Tag Heuer is one of the best companies in the world, it would seem, but when it comes to customer service is far from Vertu, for example.After 17 days of bitter, I decided that this phone was sent back to me. The phone was sent back to me after 4 days without any explanation, did not provide even an approximate cost of repair. [redacted] by this time not depriving phone calls and messages from me. I just waited 17 days for nothing.Hopefuly Revdex.com can help in finding a way out of the situation and repair the phone so expensive, which is still under warranty.[redacted]Desired Settlement: See Complaint Text

Business

Response:

The TAG Heuer phone was received for service on 11/17/2011. The customer contacted us on 11/28/2011 and and advised he had waited too long for an estimate and requested the phone be returned without service. We accommodated the request and shipped the phone in its original condition on 11/29/2011.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: For three weeks I received not even estimate. After three years correspond ......... I think it's a joke

Regards,

Review: Less than a year ago I had purchased a Tag Heuer Carrera CV2010-2 from [redacted] in [redacted] A few weeks a go I noticed that the arm on one of the chronographs had fallen off. I took it back to [redacted], because I had assumed that it would still be covered under the 2 year Manufacturer's Warranty. [redacted] said that it should be covered and mailed the watch back to Tag Heuer in New Jersey. Several days ago I received a phone call from [redacted] indicating that Tag is unwilling to cover the watch under warranty and had quoted a price of $730+ to repair the watch. Upon hearing this I tried calling Tag Heuer myself to see if they would be willing to help me. They claim that the watch had to have been in some type of impact in order for the arm to have fallen off. However, the watch has never been in such an impact. Part of the reason I purchased the watch was the perceived quality of Tag Heuer. But it seems they are unwilling to stand by their product. I have had the watch for less than one year and have worn the watch everyday. I do not do any hard manual work, as I am a Software engineer. I sit at a computer all day. I find it disappointing that given that normal day to day use, such an expensive watch could not remain functional. I also find it extremely disappointing that after having spoke to a Tag representative and the manager, no one was willing to help be out. Everyone just continued to re-iterate that an impact must have caused it. I had expected Tag would stand by the workmanship of their products.

Product_Or_Service: Tag Heuer Carrera Watch

Account_Number: Serial Number [redacted]Desired Settlement: See Complaint Text

Business

Response:

This complaint was responded to on 12/12/12...We apologize for the customer's disappointment. The evaluation of the timepiece revealed that the dial posts had been broken and the hands knocked loose. This is not a natural occurrence but is caused by some type of impact or shock to the timepiece and is not covered by the TAG Heuer International warranty. The customer is welcome to contact us directly to discuss further.

Review: Tag Heuer Complaints Department [redacted] I with great dismay will no longer be buying Tag Heuer products. I had sent back my first watch ever purchased 17 years ago and they have refused to refurbish it due to its lack of a serial number. The serial number is located on the back plate of my watch and It is no longer there? why would there not be a serials number on the inside of a quality product like this. The watch was purchased at a certified dealer [redacted] which I no longer have the receipt for. This watch is an original Tag Heuer. This was a very sentimental purchase what a shame. For the 17 year that I have owned this watch I have received numbers complements and was a proud and loyal customer

Sadly [redacted]Desired Settlement: I simply want to pay for the repair and refurbish of my watch.

Business

Response:

We have contacted the customer directly and are working together to provide a resolution.

Review: I have had to send my watch for repair twice for separate issues, neither of which I caused. Both times Tag Customer Services said it was my fault and asked for money to repair the issue. This second time they want $493 to do repairs for a waterproof watch that took on water in a neighborhood pool that was three feet deep. This time they said it was my fault because the crown was not secured. The crown was secured just fine, I would not be in three feet of water changing the time or playing with a watch. This is the second time I've sent this watch in and they accuse me of doing something wrong to get revenue off of repairs. I was sold a "lemon" and they are continuing to try to benefit off of that sale.Desired Settlement: Due to the number of times having to send this watch in, I want a refund of full purchase price. It is obvious this company is not operating ethically nor with any customer service in mind.

Business

Response:

The customer submitted the timepiece through a jeweler on 8/28/2013 for service (AFS-13-040700). Upon evaluation the technician noted the crown was stripped which occurs through improper use and is not with the manufacturer parameters. We offered a generous discount to the customer for the required service.

The watch was submitted a 2nd time through a jeweler on 6/3/2014. The evaluation revealed the timepiece has sustained water damage and it was tested for water resistance. Upon testing the timepiece passed water resistance testing indicating the seals of the timepiece did not fail. The technician noted that the crown was not securely screwed in causing the water to leak into the timepiece. The customer is welcome to send the timepiece back in for further evaluation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have spoken with customer service and am sending the timepiece back in for further evaluation as requested by Customer Service. Once we get the evaluation back we can readdress the "reject". I do not want this issue closed yet so I am responding with a reject.

Please consider this still open and a work in progress not an absolute rejection. I shipped the watch via [redacted] today (8/12) as instructed.

Regards,

Review: Purchased the watch ([redacted]) on 9/14/11 from a local [redacted] store. This is the fifth watch that we have owned from this company with only one prior mechanical issue that was out of warranty and handled well. Took the watch to the [redacted] the [redacted] of [redacted] where it was purchased on 12/7/11. After the crown fell out while setting date and time on or about 11/24/11. Was advised that a new watch would be ordered right away. Once clerk spoke to manager this changed and the watch was sent back to Tag Heuer for Warranty repair/replacement (at this point a complaint was filed with [redacted] regarding [redacted]'s refusal to warrant the watch based on it being worn during their 60day warranty/return period). The watch was held at the [redacted]'s for an additional 10 business days for no clear reason. Once at Tag Heuer they provided [redacted] with a quote for $300 to repair the watch on 12/26/11 stating it was owner error and not a defect. When I spoke with the manager at [redacted] 12/26/11 I was advised to contact Tag Heuer to discuss this issue. I spoke to 3 different individuals at Tag Heuer ([redacted] originally on 12/12/11 to find that the watch had not been shipped and then again on 12/26/11 and 12/27/11, [redacted] on 12/27/11 who forwarded me back to [redacted] and then after calling back forwarded me to [redacted] and [redacted] on 12/27/11 (supervisor)). [redacted] was willing to listen to my concern that after owning 5 of these watches for close to 20 years that it was very unlikely the I did not know the right way to adjust the date and time and broke the watch. Was forwarded to [redacted] who would not listen to anything I had to say and noted this is owner error and that repair costs and options would only be discussed with [redacted]'s. Further more if the watch was repaired the 2 year warranty would be void. It was also made clear that the watch was disassembled and would not be returned until it was reassembled, and it would not be reassembled until the repair was paid in full. She noted that I needed to discuss these options with [redacted] and that I was not to call them, any contact by me should be done through [redacted]'s. When [redacted]'s was contacted I was advised that the matter was out of their hands and that I should discuss this further with Tag Heuer. Leaving me without a watch and no one that will discuss the warranty claim. At the time of this complaint 12/30/11 [redacted] has not had a response to their request from [redacted]'s to resolve this and a complaint has been filed against [redacted]'s through the local Revdex.com Ref case [redacted].Desired Settlement: See Complaint Text

Business

Response:

Timepiece was received from Jared's on December 16, 2011. Evaluation identified the set lever had been damaged due to excessive force used to pull the crown before it is unscrewed and in the proper position. An estimate was issued to Jared's on the customer's behalf identifying the condition and that it falls outside the warranty parameters. Service was refused by Jared's on February 1, 2012 and the timepiece was returned to Jared's to return to the customer. The customer is welcome to resubmit the timepiece for evaluation and service.[redacted]

Review: I received a pair of Tag Heuer Speedway sunglasses for christmas in 2012. Included with the sunglasses was a warranty card, that verifies that the glasses are authentic and has the sunglasses serial number tagged on the card. I sent the glasses in for service (cost me 15.00) because they were under Tag Heuer's 2 year international warranty. In order for them to be able to process the warranty they needed the purchase receipt, which I did not have since it has been 2 years and it was paid in cash, so there was no ability to find a record of the sale. The sales woman ([redacted] of [redacted], Tag Heuer's sunglass distributor) told me they would not process or warrant any sunglasses that did not have the warranty card filled out by the authorized retailer. Though they acknowledge they are authentic sunglasses, they would not stand by their product because of the lack of information, that I as the consumer could not have had access to when I purchased the glasses. (how would I know to ask the retailer "can you please sign this little warranty card, so that 1 year, 8 months from now, I will need it"

The glasses had a frame defect. They were 400.00 glasses and well taken care of. I went to put them on one day and the lens just popped out, upon closer look the glass frame had come apart. They know they made the glasses, because they were going to send me replacement lenses, they were just taking advantage of a customer who didnt have all the paperwork organized. This is absurd business practice. You make a product, you sell it at a premium and you treat your consumer like they don't matter. I was offered a new frame for 180.00 and new lenses for 120.00. This was about retail for these glasses, so the company was doing no favors, instead trying to take advantage of an upset customer.Desired Settlement: The glasses are in great condition, they are less than 2 years old and the glasses have a warranty card. They acknowledge they are authentic. Let's send out another pair, record the serial number this time around, sign the warranty card and continue to do business with them. Pretty upset with this company since I have spent 14k on their watches. I am worried about the service when it comes time for the watches to get serviced.

Business

Response:

We will contact the customer directly to resolve.