Advice on a Faulty Watch (2 services under warranty)

[greanie]

So I need some advice on the more experienced watch collector owners.

I purchased a watch new from an AD approximately 1.5 years ago. The warranty is 2 years and i have had to have the watch serviced 2 times now under warranty in a 1.5 year timeframe. I am concerned that the watch may be more troublesome in the future and it gives me a little heartburn to even think about or look at the watch at this point . .. even though i truly enjoy the watch itself.

I am in a position where i want to complain about the watch itself . . .do i go to the manufacture or the AD (neither of which have been negative towards me).
Do i ask the manufacturer to help me out or do i ask the AD to help me out? (By help me out i mean, Trade the watch in or give me a decent discount on another watch to help me replace this one.)

Or do i just get a straw . . .And SUCK IT UP.


-John T

[mps354]

I'm curious to know which watch it is...I'd be more afraid of a lemon if it's a perpetual calendar than a time only watch, for example, given differences in service costs

As for your question, probably best to go through your AD first and see if they have any thoughts before elevating it to the manufacturer

[PJ S]

Your legal contract is with the AD, so it they whom you need to raise and voice your concerns to.
You have had the benefit of usage, so legally you’re not entitled to a full refund, but the AD may offer you that, as a way to keep you sweet and ensure your future custom, and hoping you will relay your satisfaction to family & friends.
Legally speaking, the manufacturer has fulfilled their contractual obligations by repairing the watch (presumably two separate issues fixed) – so if the AD sells pre-owned watches too, then they’ll definitely offer you a trade-in price, but it may not be any different to anyone else trading in the same age model.
Essentially, you’re relying on them being empathetic and valuing your custom, in which case you’d need to remind them of your disappointment with that particular piece.

Telling the manufacturer may get you a freebie of some sort or an extension on the warranty for the period of time you were without it (or a little bit longer), in the hope you will buy more of their products or advise others to do so.
Telling the AD is more about mitigating your loss from a financial perspective, in the hope they’ll offer you a very good deal on whatever you buy next.

Decide which option is the one that’ll bring you happiness in the long term, and then start the discussion – but don’t be under any illusion that you’re owed anything or that they should bend over backwards to appease your disappointment. The worst outcome is that you’re no better off than where you are now, but with the right persuasion techniques, you may come away feeling like the cat that got the cream.

[jon_jon]

Some good feedback from other members here.

However I would also think about potentially having more problems once the warranty expires. You may consider trading the watch in to your AD (assuming they take trade-ins) and ask if they will give you a fair trade-in value as a goodwill gesture since you had so much bad luck with the watch over the past 1.5 years. If the AD is committed to customer service, they will want to make you happy and keep you as a customer and take the watch as a trade-in and offer you another watch. You will not get anything close to what you paid originally, but you will at least cut your losses in case there are more problems after the warranty period expires.

[greanie]

Thanks for the advice folks!
It is a Time and Date Watch, so no need to be concerned about Super-High service Costs.
I have started an inquiry in with the AD to get me some sort of Feedback on what we can do about the timepiece. I will wait and see what they have to say on the matter. As for right now im told i have about 5 weeks to wait before i get my watch back . . .I have other watches but this one had become one of my favorites for whatever reason.


John