Victorinox Swiss Army

Review: In January 2013 I sent 10" Victorinox Cimeter carving knife to Victorinox for repair of a broken wood handle. The knife was a gift from my now-deceased grandfather to my father, and I had offered to arrange for Victorinox to fix it for him. When Victorinox received the knife they contacted me it to indicate that the knife could not be repaired but offered to replace it instead. I declined, because of the knife's sentimental value, and requested Victorinox return the original knife with the broken handle. I provided Victorinox with a new address to which they should return the knife (the original address was no longer valid -- it was a PO box I no longer held). However, they [redacted] the knife to the old shipping address anyways, where a [redacted] employee signed for it. Upon identifying receipt of the misdelivered package, [redacted] informs me they returned the package, via postal mail to the return address at Victorinox. Since then Victorinox has insisted that because the package was delivered and signed for at the Post Office, I am out of luck. [redacted] has also refused to provide insurance for the knife because they delivered it to the address Victorinox provided. Now I don't have any knife to give to my father, let alone the original knife.Desired Settlement: If they cannot find the original knife, I would like for them to replace it with another 10" Cimeter.

Business

Response:

We have left [redacted] a message as well as an email advsing him that we would gladly replace his knife do to the lost shipment. I am awaiting his approval and selection to proceed with the replacment. I am also looking into the confusion with the address change to determine how this error in shipping occurred.

Review: I sent my wrist watch in for repair on April 29. I have not received any feedback from the manufacturer on the status of my repair. Three conversations with their customer service representatives ended with the promise of a response, but nothing has resulted. I can get no commitment of whether or not the watch is repairable, or even a date when they will begin the repairs.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for my watch to be repaired, and returned.

Business

Response:

Business Response /* (-10, 9, 2013/07/18) */

[redacted], We show your repair record#XXXXXXXXX was approved on 7/2 and is awaiting repair. Please contact me at [redacted]@swissarmy.com for updates.

Review: I got a knife at Christmas and a red side piece fell off. So I called Swiss Army up about what happened and the person told me that there is a service charge. I mention that the package said lifetime warranty, the person said send it in and write "gift" with my personal information. I received a letter saying $5.00 charge or they will return the broken knife because the repair is not cover under their warranty. It is a $15.00 knife and they want $5.00 to fix it. A 1/3 of the cost of the knife in a store. This is the first knife I bought from the company and they can't just replace $15.00 value knife. All I wish t

Product_Or_Service: Knife

Order_Number: XXXXXXCJ

Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Replacement

Replacement or Professional fix with a guarantee

Business

Response:

Business Response /* (1000, 5, 2013/06/18) */

Contact Name and Title: [redacted]-Dir.

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@swissarmy.com

Ms.[redacted],

We do have a $5.00 processing and handling fee that also covers shipping the item back to you. My record show that you have item#XXXXX which is a Spartan. Depending on your repair issue on a Spartan you will likely receive either a new knife or two new scales to your existing knife. The repair also includes; cleaning, oiling, sharpening and replacement of any defective implements, springs and locking mechanisms. We do complete service on the knife for the $5.00 processing fee. Please contact me at XXX-XXX-XXXX to discuss further.

Review: On or about 17-Nov-13, I have mailed out two timepieces for service to Victorinox Swiss Army. I have requested a battery replacement/service and a band cleaning and polish. On the [redacted] form, I have checked the block Authorized to proceed with service up to (no estimate needed) and have entered a value of $60.00 and entered my [redacted] On 22-Nov-13, I have received a voicemail from Joy (ext. 3340), a representative at Victorinox Swiss Army, asking for clarification on the service request. I called the representative back, clarified that I needed a battery service and a band cleaning on both time pieces. She confirmed that my cap was $60.00 for both timepieces and relayed that if the service is more, I would get an estimate. On December 12, 2013, I received an email from Victorinox Swiss Army, with an estimate for $95.00. I contacted Swiss Army, and spoke to a representative and asked if that is the estimate for both watches. She relayed, that it is only for one of the timepieces, and so I relayed that I would like to decline the repair, and asked for a battery service only.On 27-Dec-13, I received a second estimate for the second timepiece, for a total of $90.00. On 23-Jan-14, I received an email titled Shipping Notice from Victorinox Swiss Army. On 24-Jan-14, I contacted the Victorinox Swiss Army customer service center, and inquired the details on the shipping notice. The representative stated that it was a notice that one of my timepieces was being shipped back to me. I told the representative that I dont understand why it was shipped back to me, because I did not receive the revised estimate on for the battery service. The representative relayed that she doesnt see in the system an authorization to proceed with the repairs. In summary, both watches were repaired without my authorization and exceeded what I wanted to pay. Two transactions were charged to my credit card for a total of $185.00Desired Settlement: I have authorized Victorinox Swiss Army to proceed for a total of $60.00. I have received a battery service from Victorinox before, and they were about $30.00 to $35.00. I do not agree with the charges of $185.00. I have contacted Victorinox Swiss Army and left two voicemails concerning this matter, but as of the date of this complaint, I have not received a call back.

Business

Response:

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.

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.

Review: I have purchased a [redacted] backpack ([redacted]) on October 9th, 2011. About a year after the purchase the plastic parts of the back straps started to crack. I have recently contacted the company for a repair/replacement of their product since they are advertising a three year and a lifetime warranty for their products but I was told this is normal wear and tear. I do not feel plastic parts of a backpack should start cracking within a year. I have used backpacks of much less expensive brands and never experienced this problem. The fact that there is more than one crack in the plastic suggest that there is a problem with the material and should be covered under the warranty. I have copies of the original receipt and photos of the cracked pieces.Thank youDesired Settlement: I would like for the backpack to be repaired or replaced under the warranty

Business

Response:

[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

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.

Dear [redacted],

I have

received a communication from Victorinox Swiss Army offering to replace my

backpack and requesting my shipping information. I appreciate your help to

resolve this matter and I respect the company’s decision to stand behind their

product as it reflects good company values. The correspondence from Victorinox Swiss Army indicated that they are

currently out of stock for the model of my backpack and they will be shipping

me one as soon as they are back in stock. If the bag continues to be out of

stock, please consider sending a replacement with the closest specifications

available. Receiving the replacement bag resolves the issue I have and no

further action is required and/or expected.

Review: Item ([redacted]) described on website as a having a "Scratch resistant, anti-reflection sapphire crystal". When the crystal scratched I called to complain about it and was told that this watch does not have a sapphire crystal. This was one of the biggest selling features for me.I asked Victorinox in [redacted] to replace it in order to correctly match what I thought I paid for and they said they would not. I bought the watch through [redacted] and they agreed that Victorinox should replace the crystal with a sapphire one. Eventually they did replace it with a sapphire crystal, but at a cost. I feel that this cost should not be mine as I was under the impression I had already paid for a sapphire crystal. Victorinox [redacted] was less than helpful to the point I quit dealing with them. [redacted] was able to actually get them to install a new crystal for me, but at a cost.Desired Settlement: I would like a refund for the sapphire crystal that was installed. I paid $69.85 + $25 shipping.

Business

Response:

Hello,

We are very sorry to hear about this inconvenience. We will investigate and find out where the disconnect is. Meanwhile, the customer will receive a refund, as requested. We are also reaching out to the costumer letting them know about the refund.

Best regards,

Victorinox Swiss Army Customer Service

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 purchased an item from Victorinox Swiss Army and also purchased "two day shipping". My order was placed on 7/2/13, and the order was processed and shipped on 7/3/13. I then tracked my order and was informed that its expected delivery date was 7/8/13. When I contacted customer service, I was told that the time they spend processing and shipping the order is not counted (???). And therefore they only count the days in transit. In other words, they can spend as long as they want "processing" your order and then ship it and start counting after that point. This is misleading and corrupt. You pay them a fee to receive something in two days, and do not receive it in said time. They have no response as to why they do not count their processing and shipping time. Even with the holiday (7/4/13), I should have received my package on 7/5/13. I will be receiving my order a full six days after I purchased it and they are keeping my "two day shipping" fee!

Desired Settlement: DesiredSettlementID: Refund

Shipping refund, $7.95.

Business

Response:

Business Response /* (1000, 5, 2013/07/18) */

Contact Name and Title: V. [redacted] - Director

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@swissarmy.com

[redacted],

I can gladly look into this issue for you and refund your shipping if there was delayed shipping based on our actions. Can you email me your order or reference # at [redacted]@swissarmy.com and I can look at the details for you.

Consumer Response /* (3000, 7, 2013/07/23) */

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

I "accept" their response but there was no settlement was offered due to fine print information on their check out page. So there is no settlement to "accept". An explanation could have been sent at the first correspondence; not sure whether it was ignorance or attitude that kept that from happening. Instead it took multiple emails to the original customer service rep, a Revdex.com complaint, and multiple emails to another employee to get a simple answer to the issue. They act as if their system is common practice, when in fact it is not amongst any online vendors I have experienced. Poor excuse for customer service- defensive and belittling at best, mindless drones at worst. Small minds and self importance. I consider this issue to be as resolved as it will ever be...

Review: Original e-mail to customer support:I placed an order ([redacted]) for a watch strap on Wednesday afternoon (8/27) and paid extra for 2 day shipping to ensure I would receive the strap on time to give as a gift this weekend. Not only did it not arrive Friday, or even Saturday, but it is still in the process of being delivered by [redacted] (September 2). This is the first time I have ordered from this company and am disappointed in my ordering process and efficiency.Reply from customer support: Thank you for contacting Victorinox Swiss Army. I apologize that you did not receive your order in the time you expected to. So you are aware, when you place an order, it can take up to 48 hours to process internally. Since you placed your order in the afternoon, your order would not have shipped out the same day. Your order did ship out the day after you placed your order, within 24 hours though. Since this was a holiday weekend, [redacted] was closed on Monday so you wouldn't have received your order until today, 9/2/14. I did track your order and see that it was delivered today ([redacted] tracking [redacted]).Desired Settlement: Refund for extra cost spent on expedited 2-day shipping.

Business

Response:

[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

Review: I purchased a Victorinox Swiss Army [redacted] watch in December of 2010. Over a period of two years after purchasing the watch, I wore the watch frequently. During those two years, the battery on the watch already required replacing. Using the Victorinox Swiss Army limited warranty at the time I sent it in to an authorized repair center service and had the battery replaced under warranty. Beginning in 2012 I securely stored the watch in a safe for the next three years, when I originally stored the watch, the watch was still in perfect working condition. After I recently removed the watch from where it was being stored I discovered that it was not working and brought it in to have the battery replaced again. After bringing it in to have the battery replaced I was told that a rotor in the watch was broken and the watch would require extensive repairs costing $177. During the time that I used the watch, I ensured to take great care of it, and during the time that it was stored, it was stored securely within a safe. To have a watch that is not even five years old yet with a retail price of nearly $600 to run into such an issue when it was not even being used is absurd. The cost to repair the watch now is greater than the resale value of the watch as it stands today and it would be cheaper for me to purchase a used watch of the same model.Desired Settlement: I understand that this watch is no longer covered under the three year limited warranty offered by Victorinox Swiss Army, but, to be running into these issues with a relatively young watch that over its five years of ownership was not even worn over half of the period of time, is not something that should be occurring. This is not the only Victorinox Swiss Army watch that I own, and it is the only one that I have run into these severe issues with. I do not want my experience with Victorinox Swiss Army to be tarnished due to one faulty product and to sour on future product considerations and make me have to look elsewhere. I believe that if Victorinox Swiss Army stands behind the build quality and integrity of their product, they should be willing to make the needed repairs to the watch for free and turn this into a positive experience for me as a consumer and retain my business in the future.

Business

Response:

[redacted],

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

evaluation. Upon receipt I and will be in contact with you to make our best

attempt in regaining your confidence in our company. Please 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 customer. Thank you,Hillary F.7 Victoria DriveMonroe Ct. 06468

Review: I already made a complaint about them, the number of which is [redacted]I finally received the repaired knife back on December 16th, almost three months later since I sent it with 10 dollar check as they had requested as a processing fee for two items(5 per one). Their repair is not up to my expectation since they used an used part for the repair. I assumed they must have hard time to find a new part, but in September they already informed about that and I agreed with them to use an available "purple translucent part." I assumed that they would use a new part, which is not the case. Furthermore they used an used same kind of part, but different color. They even ignored my request to sharpen the knife.Worst of all, they sent a "BILL" to "REMIT" $ 10 TO them, which is absurd because they already cashed my check on September 20! Their customer system is really messy.I have a image of the check from my online banking and their absurd invoice for proof.Desired Settlement: I want them to make up for their awkward customer service and failure to keep their promise.Since they failed in half of the repair, I think they should refund $5 dollar for it. And they should make a real, sincere for this three months' inconvenience and waste of my time.

Review: I dropped off my watch at the [redacted] location of Victorinox Swiss Army, located at [redacted] for repair services (movement problems and crown/pusher that wasn't functioning properly). This was on 3/22/15. The person who waited on me promised that my watch could be fixed, without a problem, and would be ready within 5-7 weeks. They contacted me on 4/26/15 to approve the repairs to the watch, and at that time stated that the watch would be ready in 4 weeks. The time period passed without any notification from Victorniox, and when I first contacted the business directly myself (they did not call me), they said I would receive the watch within a week, which should have been the week of May 25th. The watch did not arrive. I called again, subsequently, every week, with the same result - my watch would be ready in a week. When a called them on Monday, June 29th, I spoke to a gentleman in the store called Paul, and he stated that they couldn't repair my watch as already promised multiple times, that the parts needed, a silver crown/pusher, was not available in silver, only in black. I stated that I don't want black crown/pushers with a stainless steel case, especially after I was promised a repaired watch several times, over the past 3 months, and was never told that they watch wouldn't be repaired properly. Paul was supposed to call back on Tuesday, June 30th, which he failed to do. I still don't have the watch or any resolution to the problem.

The model number of the expensive, automatic timepiece which has a sentimental value, model number 24160, piece number 0501000172.

I am placing this compliant against their watch repair location in **, as well as the store in **.

As resolution, I want my watch repaired with the appropriate, silver crown/pushers or a replacement watch identical to mine.Desired Settlement: As resolution, I want my watch repaired with the appropriate silver crown/pushers or a replacement watch identical to mine.

Business

Response:

[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]

Review: Quality defect

In January I sent my sterling silver pocket knife in for repair. Since Vitronix customer service would not respond to my emails, I sent the $200 knife in with the $5.00 repair charge. I felt that the cover falling off the knife due to inferior glue method of attaching the side covers was a design defect and that I should not be required to pay for a repair, but with no other option, the knife was returned. A replacement knife was sent in a reasonable period of time and within a few months, the side cover fell off. My use of the knife is minimal, perhaps once per week. I want a knife to replace mine with the defect corrected. I contacted Victronix several times and they ignore my request. Would you help me please?Desired Settlement: either my $200 back, or fix the design and provide me with the knife that I thought I was purchasing, I would prefer the knife.

Business

Response:

Business Response /* (1000, 9, 2013/06/28) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@swissarmy.com

[redacted],

Please contact me at XXX-XXX-XXXX so I can address your repair issue directly. This scale is something that we adhesive on in our Monroe repair center. For a different application it would need to be sent to Switzerland. I can provide more information and direction when we speak live.

Review: On August 5, 2013, I went into the Victorinox store in the Beverly Center in Los Angeles, CA, to have my Victorinox watch repaired. I did not hear anything back for a month regarding an expected date of service or an expected cost for the service, so I wrote an e-mail. A representative e-mail and stated that I would receive a response soon. I did not hear anything back.It is now February 2014. It has been half a year since I left my watch for repairs, and I have not received any contact regarding the status of my watch. I called the store on 2/5/2014, a sales representative had no idea what I was talking about. She said that she would look into it, and I would have to wait a day for a response. I received a call on 2/6/2014 from the sales representative stating that the request will now go through. I expressed my disappointment as well as overall negative reaction to the time that was spent waiting (only to find out that my watch was forgotten about). I was then placed on hold while she reached the sales manager.The manager explained that he requested the repair to be expedited. However, I would have to wait another ten (10) weeks minimum to receive my repaired watch. He then added that I may have to wait longer due to the severe weather condition as well as the fact that only two representatives are outsourced to repair all of the Victorinox watches in the United States.When I spoke to the sales manager at the respective retail location regarding this, he explained that there is nothing that he could do. The next day, I was told that I will be charged the full amount of $140 for the repairs.My credit card has been charged the full amount (i.e., $140) for the repairs that never happened and that I am waiting for.I was told on 2/7/2014 and 2/10/2014 on the Victorinox site (for complaints) that my correspondence will be forwarded to management.I have not been contacted by management yet.Desired Settlement: I request that a management representative from the corporate office of Victorinox contact me as soon as possible to discuss this matter and check on the status of my repairs.I also request a refund on the repair charges since the repairs were not done in the time that was promised at the retail store.Furthermore, the communication aspect of the customer service experience is not acceptable, and I hope that this system gets improved as soon as possible.

Business

Response:

We have looked into Mr. Lee's repair#[redacted] and we are processing a full refund of $140.00 to him for his timepiece repair. It is clear that from August 2013 to March 2014 we experienced some breakdowns in process, procedure and communication on this repair. We have worked over the last few months to resolve those mistakes and improve our process. Please accept our sincere apology for the delays and accept the full refund via check as our apology. We hope that this helps turn things in the right direction regarding your experience and helps to restore your faith in us as an organization.

Review: I sent my Swiss Army watch to the Victorinox Swiss Army Service Center for a tune up and repair. I received an e-mail of the estimated charges for repair since the watch was no longer uner warranty. I contacted the company via telephone the same day that I received the e-mail to decline any repairs and to have the watch sent back to me.I asked the customer service repersenative if there would be any charge and if she needed further information from me. I was assured that teh company had all of the information needed. I sent with my watch all contact information including address. I contacted the company two weeks later to check on my watch. I was told they needed my address and it have not been shipped. I received antohter e-mail for the same estimate of charges but this time at a zero balance. Again I called the company to inquire if the watch could be repaired at a zero charge. I was told that was not an estimate of charges but a verification of shipment. There is no tracking number, no specified carrier and no time or date that my watch was shipped. I was then told that they are back logged and the watch would be shipped by the following Friday. This had been going on sice June 10, 2013 it is now August 5, 2013 and the watch has still not ben shipped as of August 05, 2013.

Product_Or_Service: Swiss Army Watch

Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Any information or action that the Revdex.com can provide to me in resolving this matter would be greatly appreciated.

Business

Response:

Business Response /* (1000, 5, 2013/08/20) */

Contact Name and Title: V. [redacted] - Director

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@swissarmy.com

Mr. [redacted], I apologize that you did not receive accurate information regarding your timepiece. I see that your watch shipped back to ypu on 8/13 and arrive d 8/16 via FedEx. You did not incur any additional feed for the diagnosis. Please let me know how else I amy bae of assistance and help you in the future.

I have had multiple interactions with Victorinox over a watch repair. It is important to note that I purchased this watch from a jewelry store that happened to sell Victorinox for a very short period of time. This watch was faulty and after a year I decided to contact the manufacturer directly.
I was pleased to find the customer support, billing, and overall experience to be above and beyond what I had expected considering they had no ties to the jewelry store and I failed to provide a receipt (1-2 years had passed since time of purchase, and jewelry store unable to track it). Excellent support was provided to me and I have no doubt I will continue to purchase this brand.
In addition, I had the same representative track my request and communicate essential details to me throughout the process. This highlights the accountability of its staff and the fact they take pride in the customer service aspect of this business.