Victorinox Swiss Army

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,
Sebastian Dudek

I purchased a Victorinox Swiss Army watch and had two issues within the 3 year warranty period. The first issue was repaired under warranty by their suggested mail-order service center, SWISStime Care. The next year, the movement exchange broke. This time, the same service center refused to honor the warranty claiming that it wasn't purchased from an authorized retailer. The estimate to repair the watch was $215. I bought the watch from [redacted], perhaps the largest online retailer of electronics. It's not like I bought it off the street and Victorinox doesn't have a list of authorized online retailers on their website, so how would I possibly have known? The watches all have serial numbers and I feel like if tons of watches are unknowingly being bought and sold through a major online retailer, that's a problem with their distribution channel. I emailed Victorinox and their response was basically "yes, we can't honor the warranty and we cannot chase and bring legal action against non-authorized retailers." I'm dissatisfied having paid $500 for a brand new sealed-in-box watch that had 2 major mechanical failures within the 3 year warranty period and if Victorinox is not going to honor their warranty with some online dealers, their website should say which ones.

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.

[redacted],
The warranty for our product covers defects in
materials and...

workmanship.  After reviewing the bag, the determination was
made that the damage to the bag was not a result of a manufacturing defect, but
rather was the result of wear and tear which occurs with use over time. 
Therefore, a replacement under warranty was not initially offered.  As a goodwill
gesture, however, we will have contacted you to offer a replacement at no charge.  We hope you accept this as an amicable resolution.
Director Customer Support

We are very sorry to hear about this inconvenience. While we do offer warranty on our watches that are purchased during our warehouse sale, the warranty is valid only for 14 days after the purchase. The watches sold during the sale are highly discounted, hence 14 day warranty. Our customers...

are advised of 14 day warranty period during the sale.
However, this time only we will repair these watches under a warranty. We do require $15 for processing and handling on each timepiece submitted to us. This fee applies to all repairs that are submitted and repaired under our 3 year limited warranty. If the customer would like to accept this offer his fees would be $30 ( for both timepieces). We look forward to hearing from you.
Best regards.

I purchased a watch two years ago and paid $200 more to buy from an authorized dealer ([redacted]) and the clasp never closed properly and after speaking to them, I kept thinking it was not sized properly. I finally brought it to another authorized dealer who told me that there is a bad spring in the band. I reached out to [redacted] and was told too bad only the watch is under warranty the band is at your own risk.. I reached out to Swiss Army and told them about my issue with [redacted] and was told to send an email to specific address at Swiss army detailing my issue with [redacted]. I did that 2 weeks ago and no response from Swiss Army. I can not get help and every watch maker I show it too tells me you were sold a watch with a defective band. I also purchased one for my wife and there was bad gasket in the watch. It seems not worthwhile to buy from authorized dealers since they sell inferior products and do not stand behind them.

[redacted],
 
We apologize that your strap did not arrive in the timeframe expected and we will gladly refund you the $7.95 via check request.  Please note that our website does clearly state right above the shipping method our processing and transit times. ...

In the future please use this as a guide to calculate when you will receive your purchase.  For your order specifically we received it on 8/27 at 1:16. We shipped it on 8/28 and it arrived on 9/2 since Monday 9/1 was a [redacted] closed holiday.  Again I am sorry for the confusion and we will send you a check as a courtesy.
Choose Your Shipping Method
It may take up to two business days to process and fulfill your order. After order fulfillment, we will ship by the method chosen below. Next Day air orders entered after Noon eastern standard time will be shipped on the next business.
Method
Price
Estimated Arrival
 
Ground Shipping
$5.95
Arrives in approximately 5-7 business days
 
3-Day Shipping
$6.95
Arrives in approximately 3 business days
 
2-Day Shipping
$7.95
Arrives in approximately 2 business days
 
Next Day Air
$14.95
Arrives next business day

I have reviewed your complaint and I must apologize for the overcharging of your repairs.  This was due to miscommunication internally where your estimate was not adjusted to include only the battery changes.  I...

confirmed that you were charged for both repairs over your approval amount. We have processed a check request for the full amount of both repairs for you as a courtesy and to accommodate you for your inconvenience.  Please accept our sincerest apology on this mistake.  Your check should arrive within 7 - 10 days.  Please contact me directly if you do not receive by 3/10/14 at ###-###-####.  Thank you.
 
Valerie Jefferson

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]

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]

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.   I will file another complaint if I do not receive the check for the full amount specified.
Sincerely,
[redacted]

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.

Review: I sent a watch in to have a new watchband installed it can't be done locally. It took months for Swiss Army to do this simple thing. They have a huge backlog and don't work overtime or hire additional staff When I got the watch back it was not working but was fine when I sent it in. Previously I have had problems when sending this same watch into the same service center that it came back with problems it did not have such as a leak. I would like to have my watch fixed correctly and not wait months. When one has a Swiss Army watch it should be the goal of the company o impress you with their service and want you to purchase more of their products. Swiss Army is doing the exact opposite. I have tried calling them and get transferred and transferred and no one helps to resolve the issue. The last time I called was during the extreme delay for the band.

Product_Or_Service: watchDesired Settlement: DesiredSettlementID: Other (requires explanation)

Have my watch returned working

Business

Response:

Contact Name and Title: [redacted] - Direc

Contact Phone: ###-###-####

Contact Email: [redacted]@swissarmy.com

Mr. [redacted]

We are sorry that you have had a bad experience with our company and our customer support. I would be glad to assist you with your complaint. I was unable to locate your repair record to become familiar with what service we provided to you. Can you provide the repair record number or confirm if it was under a different name or processed through a retail store.

Thank you.

Consumer

Response:

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

The company and their authorized retailer have lost my repair records and feel this is my fault. They have agreed ti Revdex.com mediation so I want to utilize that

Business

Response:

We have an estimate under repair record#[redacted] that was provided to the Consumer. We need the original repair record number if the watch was previously repaired by us.

I purchased a watch two years ago and paid $200 more to buy from an authorized dealer ([redacted]) and the clasp never closed properly and after speaking to them, I kept thinking it was not sized properly. I finally brought it to another authorized dealer who told me that there is a bad spring in the band. I reached out to [redacted] and was told too bad only the watch is under warranty the band is at your own risk.. I reached out to Swiss Army and told them about my issue with [redacted] and was told to send an email to specific address at Swiss army detailing my issue with [redacted]. I did that 2 weeks ago and no response from Swiss Army. I can not get help and every watch maker I show it too tells me you were sold a watch with a defective band. I also purchased one for my wife and there was bad gasket in the watch. It seems not worthwhile to buy from authorized dealers since they sell inferior products and do not stand behind them.

Review: I purchased the [redacted] watch from a certified [redacted] dealer about two years ago. Since the time of purchase I have had nothing but issues with the watch. The first time I had it repaired by the dealer, the second time I had it repaired by [redacted] itself. When I received it from [redacted] I was sure the problem was fixed, I was mistaken. While on holiday I went waist deep into water and to my surprise, it was full of water. The watch is rated for 50 meters.

I was forced to purchase another watch on holiday because this one malfunctioned, again.

I sent the watch to [redacted] and I couldn't believe it but they sent me a bill for $500 for the watch to be repaired. I also received a call from one of their representatives stating I could purchase another watch of a different model. Instead of figuring out how we could resolve this problem, they tried to sell me more product.Desired Settlement: I would like to receive a new [redacted], since the original has malfuntioned since day one.

Business

Response:

Hi - Worked through issue with Mr. [redacted] who was satisfied with the final outcome.Thanks,[redacted]

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: I sent two swiss army knives for repair with 10 dollar payment check early October.But the repair is only complete only for one item when I received them on Oct.16. It took about two weeks. So I had to resend the badly repaired one on Oct. 18.They told that they received it Oct.25.But there is no news since that except a reply of Nov.19 to notice that "The repair process normally takes 4 1/2 to 5 weeks to complete," which, I think, is just a cliche excuse, since the first repair was done in two weeks although it was not complete.I have sent at least 8 emails and made several calls.Now I am sick and tired of victorinox's lousy customer service.People should know and be warned of their declining quality of the knife and the lousy life-time-warranty customer service.Desired Settlement: 1.their sincere apology 2.perfect repair.3.fast shipping

Business

Response:

Sang-yoon Kim,

Review: I purchased 2 watches at Victorinox totaling nearly $450.00 in November 2014. Both watches were defective so I contacted the company and was told they would be repaired for free so I took them in to be repaired in December. On January 13 2015 I received an invoice to repair both watches that totaled $268.07. I contacted the company and explained that someone in their company said they would be repaired for free however they would not accept it and said I have to pay for repairs or they can either return the damaged watches and would not refund the amount I originally paid. The sale was a final however I was told at the sale that the watches are in working condition and are not defective.Desired Settlement: I would like the watches repaired at Victorinox's expense as I was lead to believe they would do it at no cost to me

Business

Response:

We are very sorry to hear about this inconvenience. While we do offer warranty on our watches that are purchased during our warehouse sale, the warranty is valid only for 14 days after the purchase. The watches sold during the sale are highly discounted, hence 14 day warranty. Our customers are advised of 14 day warranty period during the sale.

However, this time only we will repair these watches under a warranty. We do require $15 for processing and handling on each timepiece submitted to us. This fee applies to all repairs that are submitted and repaired under our 3 year limited warranty. If the customer would like to accept this offer his fees would be $30 ( for both timepieces). We look forward to hearing from you.

Best regards.

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,

I have a watch from Victornix, serial number [redacted], and I'm having a lot of trouble with it. I've had it repaired by a certified watch dealer once and had it sent directly to Victornix once too. I received it from Victornix in October of 2014. I thought all was good because it came back from you but I was mistaken. I recently went on a 6 week trek through South Asia and was relaying a great deal on this watch working, it failed after three days there. I went about waist deep in water and when I got back to my hut, it was full of water. I spent a lot of money on what I thought was a quality watch but have had nothing but problems with it since I've bought it. Now I received and email from Victornix stating they want me, to pay, $518 for the watch repair.

Review: In the first week of June 2012 I dropped off my Swiss army watch XLS model at the Victorinox Outlet Store in [redacted] Ct, the same store I purchased watch in September of 2012. It was not working correctly and store manager told me he believed it was a battery. He said it would take about 8 weeks because he thought I purchased it at warehouse sale. When I told the store manager I purchased it there in his store in Sept. of 2012 and that I bought a three year warranty he told me it would not take nearly that long of time to repair and that he would expedite it . After 4 weeks I called the repair department and they told me hey were waiting for shipping approval and I said approval from who and they said from me. I said this is the first I am hearing about this and I asked them to get me outlet manager who received watch from me. He said he would waive charge because this new store policy was implemented after I brought my watch in for repair. Still my watch was not even looked at at his point. I waited another 2 weeks and called repair department and they said my watch needed a battery and that I was covered under warranty and that the shipping charge was waived. He also gave me new repair ticket claim number. The agent said I should get watch by next week (the seventh) week another 10 days later I still did not receive watch I called August 2, 2012 to find out where watch was and they said in shipping cue. I firmly believe I am getting the run around as it has been about 8 weeks since I dropped off watch. I want my watch fixed and in my hands by August 9th plus a brown leather band that is an option for this watch just for all the aggravation.

Product_Or_Service: September 7, 2012Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my watch back fixed plus the optional brown leather band fits it as a gift for all the aggravation and if they lost watch I want a brand new one with a brand new battery with the same three year warranty plus the brown leather band as a bonus.

Business

Response:

Our

Repair# 180001032 shipped back to the customer on 8/7 battery was

replaced free of charge. Batteries are not covered under warranty;

however this one was done complimentary for the inconvenience