Victorinox Swiss Army, Inc.

We spoke with the repair center and we found that the repair has been completed and ready to shipThe repair center felt there was an additional repair that needed to be doneWe contacted the customer and let him know that the repairs requested had been completed however we would like to take care
of the additional repairs as a courtesy for his inconvenienceWe informed him that the repairs would be completed and the watch would ship out later this weekThe customer agreed to this offer

*** ***,
Thank
you for taking the time to communicate to us why our product did not meet your
expectations. We have every desire to
address your needs and provide the best solution available to resolve your
issue as soon as possible. I would
appreciate it if you would send
this watch directly to my attention for
evaluationUpon receipt I and will be in contact with you to make our best
attempt in regaining your confidence in our companyPlease accept our
sincerest apology for any trouble or inconvenience. Again, we highly appreciate your feedback ,
please know that it is our goal to retain you as a satisfied customerThank you,Hillary FVictoria DriveMonroe Ct

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
Sincerely,
*** ***

Our warranty coverage on this 11+ year old bag is limited to coverage of defects and workmanship however we were willing to accommodate Mr*** on a one-time basis and replaced his bag. His 2/email to us included “This is more than what I was asking for, so thank you for the generous
offer”, so we considered this complaint resolved before we were even aware of a complaint

Complaint: ***
I am rejecting this response because: Refund receivedPlease bare in mind I sent in one package onlyHowever, you returned one item while after receiving my inquiry and send back the 2ndThat's not a good reason to charge me twice. This is not a courtesy refundPlease do not manipulate wording
Sincerely,
***

Case #: [redacted] – Mr. [redacted] is seeking either a repair, replacement or refund of $425 for one of our Archictecture 1.0 bags.  Based on our inspection of the bag, the fabric was completely shredded at the seams, an indication is was being used beyond the normal wear & tear associated with...

such a bag and beyond the conditions of the Lifetime Warranty posted on our website which guarantees the products to be free from manufacturing defects in materials and workmanship.  This is a bag that was last sold between 2005 and 2007 and Mr. [redacted] did not have a proof of purchase.  As we were unable to repair this bag, we will refund his $25 shipping cost to send the bag to our repair facility and offer him a 40% discount on any of our travel gear products given his prior bag is no longer in production or inventory.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.However I need to point out the facts:1. The bag was a gift  when I left my assignment in Asia in 2007. 2. I started using the bag ONLY in 2016 when my [redacted] got really old after 10 years if use. It has been in use for ONLY 1 year -- so it was NOT NORMAL wear and tear .. it is a defective product and the company should OWN this aspect. Otherwise they will lose customers and I will post this review online for others to see. The product did not hold up to the BRAND promise3. The right thing for them to do would have been to replace the bag or provide a higher discount of at least 50% off a new product. Appreciate the assistance.
Sincerely,
[redacted] [redacted]

We were unable to reach the customer by phone. Our policy is that a proof of purchase is required to complete a product replacement, however we are waiving this policy in this instance as courtesty and we are sending out a replacement backpack.

Revdex.com:
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,
[redacted]

The warranty for our product covers defects in materials and workmanship. After initially reviewing the bag it was determined that the issue with this bag was outside of our manufacturer warranty period. Therefore, a replacement under warranty was not initially offered. As a goodwill gesture,...

however, we have discussed the issue with the customer and have agreed to send a replacement bag at no charge. We hope this is an amicable resolution.

[redacted],I am truly sorry to hear about your experience with our service. At VSA we strive always to provide quality products and service to our customers.This message is to confirm receipt of your communication regarding your experience at our ** retail store. Please allow me time to research...

this issue in order to provide you with a resolution.Thanks,[redacted]

Thanks for your time earlier today.  As per our discussion I will look to quickly facilitate the timely repair, or if repair is not possible, replacement of your watch for a courtesy no charge.Should you have any future issues with one of our products, please keep in mind only our watch repair...

technicians or our authorized repair centers can look to repair one of our watches: when an unauthorized or untrained jeweler opens up the watch it invalidates the warranty. We appreciate your continued interest in our products and I will personally follow-up on your repair or replacement by next Wednesday.Tom

Case #: [redacted] – Mr. [redacted] is seeking a refund of $5.36 for a duplicate charged associated with knife repair.  Based on our inspection, Mr. [redacted] sent us two Classic SD knives and as such received a repair charge of $5.36 for each knife.  The same credit card was used to pay for both...

knives.  On 10/10, as a one-time courtesy we refunded the charge of $5.36 for one of the two knives.  I expect we would consider this complaint closed.

We received the customers knife and we determined that the knife was in a condition that was unrepairable. We will be replacing the knife at no charge to the customer and shipping it out immediately.

Revdex.com:
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,
[redacted]