The Henri Stern Watch Agency, Inc.

Date:
March*,
Subject: Revdex.com
complaint regarding Job# *** and Job #***
(Please note that a written authorization from ***’s to release any
information to *** *** has been received on March *, 2015.)
Thank you for your letter dated February**, addressed to The Henri Stern
Watch AgencyWe have reviewed the comments and the repair history thoroughly
This letter is to summarize the information and address *** ***’s concerns
Our policy:
- Payment is due upon the completion of the repair
- Repair warranty period is one year from the date of the invoiceThe repair
guarantee follows the terms and conditions of our product warrantyPlease see
[reference 1] an excerpt of our Certificate of Origin provided at the time of
purchase
[Reference 1]
The Guarantee does not cover:
- "wear and tear" and abuse such as dropping or hitting the
watch, exposure to a non water-resistant watch to wet conditions, etc
- Leather strapsBatteries for quartz watches
- Damage arising from service not done by an Authorized *** *** Service
Center
- Any adjustment or work performed on the watch by anyone other than an
Authorized *** *** Service Center
Any intervention carried out under the terms of this Guarantee does not extend
its validity or affect its conditions
[Job ***]
8/**/Reference *** A (movement #*** case # ***) received via
*** through ***’s with comments that the client had pulled the crown and
the crown and tube is missingRequest for estimate to repair
9/**/An estimate was provided to ***’s by postal mail noting that the
watch received a shockWatch was previously serviced by a non *** ***
technicianIncorrect tool used to open case backCase and bracelet should no
longer be polished and will be cleaned only
Clean, overhaul, new crown, case tube, hands, re-oil and regulate($1130) with
a lead time for approximately weeks was suggested as the necessary
servicing
12/**/Fax received to authorize and proceed with the repairRepair
commences
6/*/Informed ***’s the status of the repairThe estimated completion is
mid-late June
6/**/Repair completed, payment received for the repair
6/**/Repair shipped and returned to ***’s
August *** *** picked up his repair from ***’s as noted in his
letter
[Job ***]
11/**/Reference *** A (movement #*** case # ***) received via
*** through ***’s with comments the crown tube is loose, noting the watch
had been sent in for the same problem in August Request for estimate to
repair
11/**/An estimate was provided to ***’s by postal mail noting a complete
service (Disassembly and examination of all parts, cleaning and replacement of
basic movement parts, regulation and timing of the movement, encasing, full
Quality Control according to your specifications) $909, and optional service of
Case and bracelet polishing $lead time for approximately weeks was
suggested as the necessary servicing
12/**/Phone call received from ***’s requesting clarification on the
estimate as it was within the repair warranty period
12/*/Informed ***’s that the timepiece had received a shock again which
voids the warranty based on the terms and conditionsThere is a dent on the
crown (which was newly replaced in the previous repair), and the movement test
results show timing errors consistent to a watch receiving a shock
1/*/***’s request to have the client directly contact The Henri Stern
Watch Agency for clarification
1/**/*** *** called and request for clarificationThe aforementioned
information was provided regarding the shock
As of March*, 2015, Henri Stern Watch Agency has not yet received
authorization to proceed with the repair for job #***
On March*, the *** ** *** *** contacted *** *** by phone to
discuss the following:
* The timeline of events
* The warranty terms and condition and repair process
* The current condition of the watch and the estimate provided
* The optional service (Case and bracelet polishing) should not have been
offered as the case and bracelet is heavily worn, and the bracelet was serviced
by a non *** *** technician
* A courtesy a 50% discount was offered for the servicing
* *** *** requested that the information be sent to him in an email, and
that he would call back The Henri Stern Watch Agency directly with his decision
on the next step of the repair
We hope that this summary clarifies *** ***’s concerns, and clarifies the
misinformation regarding the timeline and our policiesShould you need any
further information or clarification, please feel free to contact me at
###-###-####, or ***
Sincerely, *** *** ** *** ***
The Henri Stern Watch Agency Inc

Review: I have called [redacted] 3 times asking to speak with a supervisor and I have been told that a supervisor is unavailable and will call me back. No calls have been received.[redacted], a certified Swiss watch repair specialist (see attached qualifications), has made several attempts to get The Henri Stern Watch Agency to repair the watch as it was under 1 year at no charge. [redacted] called me and said he was giving up on getting any results and there was nothing else he could do. [redacted] gave me the copies of these two invoices. I had only had watch back and on my arm for less than 90 days. The same problem was reoccurring as I originally requested that they fix and paid $1180 for their services.It is now mid-February 2015 and I still do not have my watch. My watch has been at The Henri Stern Watch Agency for repair since early 2013 less 90 days in 2014 that I had watch until February 2015. I still do not know when I will get my watch back.Please note the date on correspondence.8/**/13 watch was logged in for repairs at The Henri Stern Watch Agency. 6/**/14 9 months later, watch was repaired and invoiced8/2014 received repaired watch. In November 2014, the stem came out again. 11/**/14 watch was logged in and estimate for repairs received2/**/2015 requested assistance from [redacted] Revdex.comPlease review this information and call me back at [redacted] or email [redacted]. I certainly appreciate your help with trying to get some answers about my watch.Desired Settlement: I would like watch repaired and returned under warranty as indicated on invoice #[redacted], dated June ** 2014.

Business

Response:

Date:

March*, 2015

Subject: Revdex.com complaint regarding Job# [redacted] and Job #[redacted]

(Please note that a written authorization from [redacted]’s to release any

information to [redacted] has been received on March *, 2015.)

Thank you for your letter dated February**, 2015 addressed to The Henri Stern

Watch Agency. We have reviewed the comments and the repair history thoroughly.

This letter is to summarize the information and address [redacted]’s concerns.

Our policy:

- Payment is due upon the completion of the repair

- Repair warranty period is one year from the date of the invoice. The repair

guarantee follows the terms and conditions of our product warranty. Please see

[reference 1] an excerpt of our Certificate of Origin provided at the time of

purchase.

[Reference 1]

The Guarantee does not cover:

- Normal "wear and tear" and abuse such as dropping or hitting the

watch, exposure to a non water-resistant watch to wet conditions, etc.

- Leather straps. Batteries for quartz watches.

- Damage arising from service not done by an Authorized [redacted] Service

Center

- Any adjustment or work performed on the watch by anyone other than an

Authorized [redacted] Service Center

Any intervention carried out under the terms of this Guarantee does not extend

its validity or affect its conditions.

[Job [redacted]]

8/**/13 Reference [redacted] A (movement #[redacted] case # [redacted]) received via

[redacted] through [redacted]’s with comments that the client had pulled the crown and

the crown and tube is missing. Request for estimate to repair.

9/**/13 An estimate was provided to [redacted]’s by postal mail noting that the

watch received a shock. Watch was previously serviced by a non [redacted]

technician. Incorrect tool used to open case back. Case and bracelet should no

longer be polished and will be cleaned only.

Clean, overhaul, new crown, case tube, hands, re-oil and regulate. ($1130) with

a lead time for approximately 22 weeks was suggested as the necessary

servicing.

12/**/13 Fax received to authorize and proceed with the repair. Repair

commences.

6/*/14 Informed [redacted]’s the status of the repair. The estimated completion is

mid-late June.

6/**/14 Repair completed, payment received for the repair

6/**/14 Repair shipped and returned to [redacted]’s

August 2014 [redacted] picked up his repair from [redacted]’s as noted in his

letter.

[Job [redacted]]

11/**/14 Reference [redacted] A (movement #[redacted] case # [redacted]) received via

[redacted] through [redacted]’s with comments the crown tube is loose, noting the watch

had been sent in for the same problem in August 2013. Request for estimate to

repair.

11/**/14 An estimate was provided to [redacted]’s by postal mail noting a complete

service (Disassembly and examination of all parts, cleaning and replacement of

basic movement parts, regulation and timing of the movement, encasing, full

Quality Control according to your specifications) $909, and optional service of

Case and bracelet polishing $273 lead time for approximately 21 weeks was

suggested as the necessary servicing.

12/**/14 Phone call received from [redacted]’s requesting clarification on the

estimate as it was within the repair warranty period.

12/*/15 Informed [redacted]’s that the timepiece had received a shock again which

voids the warranty based on the terms and conditions. There is a dent on the

crown (which was newly replaced in the previous repair), and the movement test

results show timing errors consistent to a watch receiving a shock.

1/*/15 [redacted]’s request to have the client directly contact The Henri Stern

Watch Agency for clarification.

1/**/15 [redacted] called and request for clarification. The aforementioned

information was provided regarding the shock.

As of March*, 2015, Henri Stern Watch Agency has not yet received

authorization to proceed with the repair for job #[redacted].

On March*, the [redacted] contacted [redacted] by phone to

discuss the following:

* The timeline of events

* The warranty terms and condition and repair process

* The current condition of the watch and the estimate provided

* The optional service (Case and bracelet polishing) should not have been

offered as the case and bracelet is heavily worn, and the bracelet was serviced

by a non [redacted] technician.

* A courtesy a 50% discount was offered for the servicing.

[redacted] requested that the information be sent to him in an email, and

that he would call back The Henri Stern Watch Agency directly with his decision

on the next step of the repair.

We hope that this summary clarifies [redacted]’s concerns, and clarifies the

misinformation regarding the timeline and our policies. Should you need any

further information or clarification, please feel free to contact me at

###-###-####, or [redacted].

Sincerely, [redacted]

The Henri Stern Watch Agency Inc