Timex Corporation

I have offered several different options of watches for the consumer to choose from to replace the watch she has that is experiencing issues with the closure.  I  an waiting to hear which style watch she would like so  I can have it sent to her.

We have a new watch that we are having tested to make sure it will work properly.  As soon as the testing is complete and we are sure it is working properly, it will be shipped to the customer at no charge.
We can find no record of a return from this customer any other time than in March...

2015.  We may have talked to her in 2010, 2011 and 2012 but we can find no repair order for her during that time.

Hello [redacted] - I apologize you are having issues with the clasp on your watch.  I will be happy to send you a replacement that does not have the same type closure.  Attached are 4 options, please give me your top 2 choices. I will have whichever one is in stock at the time sent to...

you.

We apologize for the problems this customer has experienced with his Timex watch and we will replace the watch.  We have no record of having received the watch and since we don't have it to repair, we are ordering a new one from our Distribution Center and the watch will be shipped in the next...

few days.  We receive most all of the mail sent to us using our postage-paid label but a few do get lost especially if they are not packaged properly.  We want our customers to be satisfied Timex customers so we will be sending this customer a replacement watch.

We will stand behind our warranty.  If the watch leaked, then we will replace it under the warranty.  Please have the customer send the watch to my attention and if her email is listed, I'll EMAIL her a postage paid label for her use in sending the watch to my attention.  She is...

correct in assuming the watch is defective if it leaked because it should not leak as long as you do not push any buttons while underwater.  The only thing that voids the warranty is having it serviced by an unauthorized repair facility and they do not put the case back gasket back in properly.  Customer can also contact me directly at [email protected] and I can send her the postage-paid label.

The Timex warranty does not cover bands, which was communicated in the initial email response.  We have provided a new band at no charge as a courtesy.  Timex normally sells leather replacement bands for this style watch for $12.

Hello [redacted] I apologize for the delay and confusion.  We recently moved our repair and service center to a new location and have been experiencing a few intermittent issues with repair order processing. To correct the issue for you , I am having a new watch sent to you.  It...

should ship within 2 to 3 days.Thank you for your understanding.

* Customer returned her [redacted] to us in March 2015 as defective after having had it for 4 years which made it out of warranty.  We sent her another watch with out of warranty charges.  She called in April and complained so we cancelled the charges.* She called again in...

September and said the watch was not working correctly so we sent her another new [redacted]  * She then complained to the Revdex.com that this watch did not work accurately so the Customer Service Manager asked me to send her the latest GPS watch that we made which was the GPS One and I specifically asked her to test the watch as soon as she received it and not wait a year before letting us know if that watch did not work but evidently she did not do as we requested and didn't activate it until August of this year.* We are sending the customer a new in the box GPS [redacted]  We cannot refund for a watch that she purchased five years ago.  The watch only had a one year warranty.  Her complaint to you shows she paid $200.00 for the GPS One on October 15, 2015 when in fact all the watches we have sent her have been at no charge in our efforts to get her a good watch.  There is only a six month warranty on a replacement watch and that was the reason I asked her to test the watch as soon as she received it but she waited until August of 2016 to activate the watch.  *We have no record of having received the complaint you sent on August 10.

We did not receive this customer's watch and it is noted on the postage-paid box "for your protection, you may wish to insure your watch to protect against loss before it reaches our facility."  However, this one time we will replace the customer's watch for the charge of $10.00 for the band...

since his watch is over a year old and bands are not covered by the warranty anyway.  That would have been the charge had we received his watch to replace the band.  I will write up an order to send the customer a replacement watch for the $10 charge today.

Review: Succinctly: Timex did not honor their warranty, appears to have lost my watch, and does not respond to efforts to engage their customer service. Given their preeminence in the watch industry, unacceptable business practice.

After my second timex watch failed (a button fell off) within a year of purchase, I decided to request they honor their year long warranty. I sent the watch on Feb 2nd, using their return authorization. I followed up with calls when I could not see updates online. Multiple customer service representatives assured me that the backlog was due to the bad weather, and that it all would be fine but it would take some time. One representative assured us (my wife) that she found the watch, that it was about to be logged, and that everything was fine. We continued to wait.

On the 6th of April, a customer service representative assured me they had no evidence they had ever received the watch, and essentially indicated that none of this was their fault. She said she would explain the situation to her supervisor and get back to me. She provided her timex email address and asked I forward her some information, which I promptly did.

Follow up efforts to engage the customer service representative as well as contacting customer service through their online mechanism have yielded zero response. I am very disappointed and will not buy any further timex products until they demonstrate they will stand behind their product better than they have in this instance.Desired Settlement: I would have wished to have the watch I sent in repaired, but since it appears to have been lost a replacement will suffice. However, I especially would like someone at Timex to accept responsibility and acknowledge that this is not how things should be handled. This was my son's watch, and sending it in was intended to be an example of how to handle a defective product correctly. So far, this has been a horrible example- when people sell you a defective product you should just replace it rather than addressing the defect and getting it fixed.

Business

Response:

We apologize for the problems this customer has experienced with his Timex watch and we will replace the watch. We have no record of having received the watch and since we don't have it to repair, we are ordering a new one from our Distribution Center and the watch will be shipped in the next few days. We receive most all of the mail sent to us using our postage-paid label but a few do get lost especially if they are not packaged properly. We want our customers to be satisfied Timex customers so we will be sending this customer a replacement watch.

Review: The watchband on my year and a half old Timex [redacted] was tearing. I contacted the vendor of this watch who gave me a box with a pre-printed Timex address on it. I then sent the watch into Timex using this box. Timex claim to have never received the watch. I contacted the Timex's customer service department and they told me that my only option was to wait for it to show up. That was 4 months age. This is unacceptable.Desired Settlement: If the watch cannot be found I would like Timex to replace my watch.

Business

Response:

We did not receive this customer's watch and it is noted on the postage-paid box "for your protection, you may wish to insure your watch to protect against loss before it reaches our facility." However, this one time we will replace the customer's watch for the charge of $10.00 for the band since his watch is over a year old and bands are not covered by the warranty anyway. That would have been the charge had we received his watch to replace the band. I will write up an order to send the customer a replacement watch for the $10 charge today.

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,

Review: Timex Ironman watch was "fixed" after I sent it in for initial repairs. It was returned with the original issue solved but now the alarm does not work. Timex 1888 [redacted] number is not working and it's web site makes it difficult to contact them. I've emailed but have not heard back. Basically, I can't get a hold of anyone there. Seems like this is intentional to make people give and go away. So I've paid for a watch repair that they "fixed" but still have a broken watch. I would like someone from the company to contact me so we can resolve this. I find it extremely irritating I have to go this far just to get a company's attention so they will contact someone.Desired Settlement: Contact me so we can sort this out. I will have to send it in for reapirs but this time I want someones' name and number that I can get a hold of rather than this faceless, useless 1 888 number or mass email inbox that no one seems to look at.

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,

Rob Mcnulty

Review: I purchased a Timex [redacted] three months ago, and it has worked sporadically, despite having the battery changed out by a professional watchsmith. This is not indicative of the quality I've come to expect from my previous Timex watches and I believe this unit is defective.Desired Settlement: Please replace my defective [redacted] with a new unit that does not have issues. I would prefer the same model, but the face color is unimportant.

Business

Response:

We will be happy to replace customer's watch as soon as she returns it. I can't find a record of receiving the defective watch yet. Customer can go to [redacted], click on repairs at the bottom of the page, then click on "create a repair order" on the page that comes up, follow the instructions and when completed there will be a postage-paid label that the customer can print and attach to the padded envelope or small box to return the watch to us. According to the information in the complaint customer purchased watch 8/4/14 at [redacted] and watch quit on 9/1/14. Customer could have returned the watch to [redacted] for a replacement if they had one available because it is within the 30 days for a refund or replacement. Customer also shows she has talked to customer service here but no indication as to what the rep advised her to do or why she has not returned the watch for replacement. Customer also says she purchased watch approximately three months ago but then shows the date purchased as 8/4/14 so don't know which is correct. If customer will mark her shipment to my attention, I will get a new replacement sent to her immediately upon receipt of the defective watch.

Review: Originally, I bought this watch in 2010. From the start I had problems with the watch connecting to GPS. Sometimes it took 10 minutes to connect and other times it would not connect at all. I live in the middle of [redacted]. So, getting the watch to connect should not have been an issue. I called in to troubleshoot with some of their over the phone technicians, but nothing helped solve the problem. So, I sent the watch in to be serviced at no charge. I received, in return a "new" refurbished watch. I didn't use the watch throughout the winter and tried using it the next summer. But, I had the same problems with my new refurbished watch. Again I called in to problem solve it or trouble shoot. Finally, I just sent it in again to the service team at Time X to look at it. They sent me another "new" refurbished watch. Again it was end of season so I wasn't able to use the watch. I was also pregnant and had a baby the following summer so I didn't use the watch until fall of the next year. When I did, I had the same problems as I've always had; the watch didn't connected to GPS or it took so long to do it I was already half way done with my workout. I talked to the servicing team about a different kind of watch or replacing it with something that would work and they said there's nothing they could do. So I dropped the issue for an entire year and a half (I had another baby and couldn't use the watch). That next spring I called in again trying to talk to someone who can help me with his watch. They said to send it in and this time sent me back the same watch. This watch finally will connect, and connect quickly. However when I record myself on distances that I know the exact distance on, I run that distance with the watch and every time I get a different distance. The watch tells me I went 1.2 miles or .8 miles or 1.5 miles when I ran exactly 1 mile. It is very inaccurate. This is not what I paid for! I feel like I have tried everything I can to find resolution in this issue with my Timex watch. They say they have no other options and I have to keep a watch I have. Problem is, it doesn't work! I got it so I can track the distances I'm running or swimming or biking. And it is not tracking them accurately. When I run out and back I check the distance at my turn around point and hit "lap". The distance of both laps should be exactly the same because I run the exact same course. But it is always very off by 1/4 to 3/4 of a mile. I love Timex watches but have not had success with this one. When I purchased it, it was $250-$300 or more and its not worth anything now because it's outdated so they are claiming they can't do anything at all. I have not used this product how it is meant to be used and had it work over the course of 5 years. I'm looking for a resolution because I bought a product that doesn't work. And over 5 years I tried everything to get the product working or one that would work. And it has not happened. I just want to watch that works efficiently and accurately. Please help!Desired Settlement: Whatever resolution comes of this, I just want a product that works. I'd still love to use this watch (or a newer model that does connect quickly and is accurate with distance, speed, etc.) Accuracy with distance and speed are important to me as I train for triathlons.

Business

Response:

We have a new watch that we are having tested to make sure it will work properly. As soon as the testing is complete and we are sure it is working properly, it will be shipped to the customer at no charge.

We can find no record of a return from this customer any other time than in March 2015. We may have talked to her in 2010, 2011 and 2012 but we can find no repair order for her during that time.