Watch Repair and Despair final update

Jesus, my watchsmith is an ex jeweller who does it in his spare time, never had a watch come back with even so much a tiny scratch, always in better condition than when sent and he's cheap as chips too. I'd be seriously pissed off, that's been butchered :(
 
Is it even your “actual” watch?? Parts mixed up with another? I find it hard to imagine how they could even do so much damage during a service :thumbsdown: On return, a watch normally comes back all polished up and scuffs often removed !
 
-Tom- said:
Is it even your “actual” watch?? Parts mixed up with another? I find it hard to imagine how they could even do so much damage during a service :thumbsdown: On return, a watch normally comes back all polished up and scuffs often removed !
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My thoughts too , something clearly not right here :cry:
 
Thanks for the advice, I did wander this myself on Saturday as I was so taken aback at the condition of the case that I did think is it the original. The case back is certainly the same as it has the correct serial number etc but I just can't get over the damage. I just feel I've been truly done over considering how much it cost to be repaired. Granted the movement has been fixed but the treatment of the case beggars belief.

Would they really mix cases up though, or just sheer bad luck if they have, I mean how many other Monaco's would they be repairing at the same time.

I've dropped them another email attaching the photo they took of the watch when they received it and said you can clearly see its condition and mentioned if their insurance will cover a repair or whatever it takes to put it right.

Tim.
 
TitanTim said:
Thanks for the advice, I did wander this myself on Saturday as I was so taken aback at the condition of the case that I did think is it the original. The case back is certainly the same as it has the correct serial number etc but I just can't get over the damage. I just feel I've been truly done over considering how much it cost to be repaired. Granted the movement has been fixed but the treatment of the case beggars belief.

Would they really mix cases up though, or just sheer bad luck if they have, I mean how many other Monaco's would they be repairing at the same time.

I've dropped them another email attaching the photo they took of the watch when they received it and said you can clearly see its condition and mentioned if their insurance will cover a repair or whatever it takes to put it right.

Tim.
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Don’t let them fob you off Tim, they need to take responsibility here :thumbsdown:
Rob
 
Smartbear said:
TitanTim said:
Thanks for the advice, I did wander this myself on Saturday as I was so taken aback at the condition of the case that I did think is it the original. The case back is certainly the same as it has the correct serial number etc but I just can't get over the damage. I just feel I've been truly done over considering how much it cost to be repaired. Granted the movement has been fixed but the treatment of the case beggars belief.

Would they really mix cases up though, or just sheer bad luck if they have, I mean how many other Monaco's would they be repairing at the same time.

I've dropped them another email attaching the photo they took of the watch when they received it and said you can clearly see its condition and mentioned if their insurance will cover a repair or whatever it takes to put it right.

Tim.
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Don’t let them fob you off Tim, they need to take responsibility here :thumbsdown:
Rob
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Thanks Rob, will see if they respond back today on the photos I've sent them.

Tim.
 
I don't have any meaningful or useful addition to make other than to wish you luck. No excuse for that damage, I hope you manage to hold them to account for it
 
that sucks Tim,

Looking at that damage compared to the original my guess is they have mixed the case up as i don't know how they would even do that damage to the lugs and case, do you know what they repaired in the end? many watch service places refinish the cases as part of the service anyway so they come back looking like new!

personally i would be pushing them for a new watch not just a new case as if the case is numbered it will be obvious it is a replacement case and could affect the future value, as has been said above there has been too much taken out of that for a refinish to be a decent fix!
 
minimental said:
that sucks Tim,

Looking at that damage compared to the original my guess is they have mixed the case up as i don't know how they would even do that damage to the lugs and case, do you know what they repaired in the end? many watch service places refinish the cases as part of the service anyway so they come back looking like new!

personally i would be pushing them for a new watch not just a new case as if the case is numbered it will be obvious it is a replacement case and could affect the future value, as has been said above there has been too much taken out of that for a refinish to be a decent fix!
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Thanks alot, mixing the case up sounds plausible as I just find it hard to believe a watch repairer would do that kind of damage. Unsure what parts were replaced, the watched stopped running so any new parts were included in the service cost.

I've found the same watch online being sold by a jewellers described as mint and hardly worn for £3995 but they are hard to find now as were a limited run at the time.

They have come back to me this morning asking for photos to compare with their photos, already had sent them photos yesterday so sent them again :oops:

I doubt they would replace the watch but whether they can get a new case from Tag Heuer then I would be happy with that. Luckily the crystal is perfect and something they didn't damage.

Tim.
 
Update, basically there isn't one :cry:

I emailed the company on Monday with photo's of the damage and my unhappyness and received a reply on Tues morning to say could I send some images that I had already sent to their customer services on Monday :headbang: so sent the email again on Tuesday Morning.

Oddly I received an email below late on Monday night from them so I responded back again, again with photo's and have received no response back to any of my emails,

Dear Tim,
I hope this email finds you well.
I would like to take this opportunity to personally thank you for choosing Luxury Watch Repairs.
I am pleased to see that you have received your watch back and am following up to ensure you are satisfied with the work carried out and service received?
I look forward to hearing from you and remain at your disposal if I can be of any assistance in the meantime.
With best wishes,
David
Customer service manager

Unsure where I stand now or what I can do, I have a feeling they have washed their hands of it, hence no reply back. I don't know whether to just suck it up and put it down to experience as I don't really wish to send the watch back to them now anyways, I don't trust them to carry out any further work.

All I can say is avoid ths company going by my experience with them.

https://luxurywatchrepairs.com/pages/watch-repairs-servicing?gclid=CjwKCAiAuoqABhAsEiwAdSkVVC4YjyVKGoinPlZaNf8I5_pYPQGLKNi5C_QSmrtOK-I4I3t2Q-D8ChoCN3oQAvD_BwE

I understand from some watch forums their Trust Pilot reviews on their website are invited reviews by the company hence them all being glowing, however further Googling reveals alot of unhappy customers which in hindsight I wished I had come across before using them.

Tim.
 
For what it's worth I wouldn't give up, for the sake of a few more emails I'd continue to pursue it.

Have you tried finding the ceo's details, LinkedIn is always good for stuff like that, perhaps you may get their attention if you email him.

I'd stick with the strong and assertive but not aggressive approach, I'm not angry just disappointed etc.

Also, be clear what resolution you are seeking, it makes it easier for them to say yes or no and sets a benchmark for negotiation
 
“I am following up to ensure you’re happy with the work carried out”
I’d give him both barrels to stop any further confusion about your state of happiness, you may be needing to contact a solicitor to ensure these guys don’t just walk away.
Rob
 
Before you go down the solicitor route, for a relatively small claim like this its worth considering a money claim online, that usually perks businesses interests up. I think it's around £35 to do

Details here

https://www.gov.uk/make-money-claim
 
Many thanks guys for the advice, my correspondence with them basically said I'm unhappy with the damage caused and what solution do you propose to put the damage right so left the ball in their court, its just I was expecting a reply back by now. Ideally I would want the watch case replacing, scratches etc can be polished out but chunks out the case I wouldn't be happy with a repair. I don't think that is unreasonable considering there was no damage beforehand.

I'll send a further email and call them next week.

Tim.
 
Might be worth getting some quotes from other repairers for what your looking at cost wise, so if you do go down the money claim online route you have a price for what you are looking to claim.

Often companies will look to settle outside of the court, so will offer you something to close down the claim.
 
Thanks alot, just fired another email for an update, to be fair their standard acknowledgement email does say due to Covid any response will be delayed but they try to respond back with 3 to 5 days so will give them a little further time.

Tim.
 
Tim, I know this is maybe thinking out of the box a bit, but how did you pay for this service? If by credit card would it in any way be covered by claiming through them under the substandard delivery of goods/service clause?
 
Don’t give up pursuing this, give them time to respond and see what they are willing to do to resolve it.
If you haven’t heard back within a couple of weeks then go to the top and get in touch with their MD, as said Linkedin is a good source for that, I was owed some retention and over the course of about 3 months the QS wouldn’t respond to any of my phone calls or emails, 30 minutes after contacting their finance director the QS emailed asking to me to confirm my bank details and the money was in my bank by the end of the week.
 
Their Google reviews show this is a far from isolated case and customer service is particularly shocking.. I hope you get this resolved buddy, there is just no way you can do that much damage with a simple repair and service
 
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