Post by: Jy84 on October 06, 2015, 12:28:14 PM
I would like to seek advise from fellow forumer on pre-owned watch warranty claim on behalf of my close friend. My friend purchase a Rolex Explorer II(year 2013, ref - 216570) from a reputable pre-owned shop called H*** T** in Tropicana City Mall with box and paper about half a year ago. Few days back the local hour needle has fail to rotate while the GMT hands is still running and my friend decide to send it back to the shop where she purchase her watch for a quick check. One of the shop employee name F***k mentioned that the gear could be damage as it is not recommend to wind the watch between 9 to 3(he did not mentioned whether it was pm or am), he also mentioned that there are 265 gears in the watch(i suspect he try to scare my lady friend about the complication of the watch). After checking the watch, he called and confirm that the gear is indeed broken and when my friend asked for warranty, he mentioned that the warranty do no cover the broken gear as it was a mistake when the watch was wrongly wind.
He informed that the cost is RM500 to replace the gear as it is not part of the warranty and he have already ordered the parts from rolex. While checking out their website, they mentioned that
"Extended 3 years Warranty : It might be pre-owned but it still comes with THIRTY-SIX (36) months of comprehensive warranty. YES, it’s somehow beyond some brand manufacturer’s warranty period. So if your watch isn't working properly through no fault of your own, we will fix it, free of charge. Our team is available to attend to you for seven (7) days a week, so we will be able to get your watch booked in and repaired for you as quickly as possible".
My understanding is that comprehensive shall cover the gear replacement right? After discussing with F***k, he informed my friend to collect back the watch un-repair and send in to rolex to get a quotation.
Any fellow forumer can advise what to do on this matter? is it true that the watch cannot be wind between 9-3 as what explained by them?
The watch is still currently with them. Should my friend proceed with the repair or should she make a report to the consumer complaint center?
Now my friend is afraid that they will intentionally damage the gear to proof that there is indeed damage to the watch (i hope that they will not do that as i believe they are quite reputable in pre-owned watch business).
Thanks in advance. :) :)
Post by: ck77 on October 06, 2015, 12:51:39 PM
Based on the facts, I think TH is trying to BS your friend.
Since the watch is dated 2013, perhaps still under Rolex 2 years warranty?
Try bring it to Rolex Service Center or I suggest to file a claim with Tribunal for Consumers if TH doesn't want to honour the warranty.
Post by: Timeless on October 06, 2015, 01:01:12 PM
Just my 2 cents
Post by: Jy84 on October 06, 2015, 01:27:49 PM
I made a mistake here. It is a 2011 watch, therefore it is not under Rolex warranty but Rolex did mention that they can check the watch for RM 240 before providing a quotation.
As what he mentioned earlier, my friend broke the gear due to winding the watch "wrongly". With this reason, will TH be able to deny warranty on the watch?
Thanks again for the advice.
Post by: sshark on October 06, 2015, 01:45:27 PM
Post by: rnsm1979 on October 06, 2015, 01:55:14 PM
were HT able to prove that ?
i was wondering were it written anywhere in their warranty that wrongly wind or broken gear is not covered ?
Post by: Jy84 on October 06, 2015, 02:02:38 PM
sorry but in what sense that they could prove that the gear was to be broken because u wrongly wind ?
were HT able to prove that ?
i was wondering were it written anywhere in their warranty that wrongly wind or broken gear is not covered ?
It is not mentioned in their warranty, F****k mentioned that since it is wound wrongly, it is consider human fault and it is not covered under their warranty.
But to me, when they advertise "comprehensive" warranty in their website, i would assume the watch internal mechanism should be covered under their warranty policy.
Post by: rnsm1979 on October 06, 2015, 02:07:24 PM
anyhow they have no proof that you wrongly wind it
but the sifus here should shared more lights/ info for this actually
Post by: sshark on October 06, 2015, 02:13:49 PM
I understand the conditions they impose on you are unfair but ultimately they are the one who decide how your watch get repaired. We can continue to the discussion but if you do not trust them then it is no point dwelling on this issue but to send to rolex service center to get it fixed. Don't buy from them anymore and advise your friends and family accordingly.
Post by: Yoda on October 06, 2015, 02:37:53 PM
Help your friend to draft an official letter to TH get them acknowledged receipt the letter of the condition and ask them to reply in writing. Give them 14 days to reply insert a para that if they don't reply you will update all the potential customers in this forum of their after sale service
Good luck
Post by: Everdying on October 06, 2015, 02:59:18 PM
a quickset hour movement like that gmt can be winded anytime, but the hour hand not moving anymore is usually a case of worn gear, certainly not from incorrect winding, and is not that uncommon.
Post by: SUPAN on October 06, 2015, 03:48:56 PM
if you honestly take care of the watch and it is the watch shop mistake (or previous owner mistake) then the shop should be responsible if not why do they earn a profit ?
i would get the decision maker to come to an agreement on the same day. if not you reserve your rights to engage a laywer to sue them ... however you must have your receipts.
Post by: 0501024 on October 06, 2015, 10:37:22 PM
why not blame the gravitational pull of the moon, for that matter?
sounds like BS to me
Post by: Xix on October 07, 2015, 06:42:14 AM
Perhaps you could negotiate for rsc to do repairs, and H**T to bear the cost.
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Post by: Spider boy on October 07, 2015, 07:57:08 AM
Post by: Everdying on October 07, 2015, 08:29:45 AM
i wish u good luck in pursuing further, perhaps further use the power of social media if u will...
make them feel stupid in what they said.
Post by: Jy84 on October 07, 2015, 09:27:03 AM
I think they are planning to pull a fast one on my friend. Anyway my friend decided to fix the watch somewhere else and proceed with consumer complaint.
Hopefully fellow forumer will take note on my friend's experience before purchasing any watches from HT.
Thanks for the valuable advice.
Post by: rnsm1979 on October 07, 2015, 09:37:27 AM
as we all know, there is plenty of potential customer/ collect from MWF
and everyone know this HT referring to
Post by: Everdying on October 07, 2015, 09:38:39 AM
My friend just collected the unrepaired watch from HT, Mr. Fr**K H*n explained that she misunderstood their warranty policy. Their warranty only cover calibration of the watch if the time is not accurate (e.g the time got slower or faster), What a bull shit statement from someone that declare "comprehensive warranty" in their website.
I think they are planning to pull a fast one on my friend. Anyway my friend decided to fix the watch somewhere else and proceed with consumer complaint.
Hopefully fellow forumer will take note on my friend's experience before purchasing any watches from HT.
Thanks for the valuable advice.
their website states -
"Should a defect occur that falls under the warranty and is recognized as such by our management, we will repair or replace at our discretion and without additional cost the defective parts and/or correct a faulty repair."
so basically they recognize it as a defect, which they are obliged to repair, but are instead brushing it off as user error which is highly unlikely given that it is a GMT quick set hour movement.
Post by: contender on October 07, 2015, 10:14:50 AM
At the end went to Tag Heuer service center to check, luckily only need to change the spring, less than 100 so cool down after that. :Praying: :shocked1:
Post by: Cwlwatch on October 07, 2015, 10:20:38 AM
They only care their profit
Bad seller
Post by: Devilzzz44 on October 07, 2015, 10:30:31 AM
Post by: chenht on October 07, 2015, 10:39:07 AM
Post by: deriku on October 07, 2015, 12:03:26 PM
Seen their ads in M***h and prices don't seem too attractive anyway.
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Post by: Yoda on October 07, 2015, 12:14:37 PM
Ouchhh....sad to hear that H***T*** will come out with such BS excuses....i know Fr*** personally and have deal with him once too...that's gonna create a very bad name for their shop for future businesses..
If you know this Fxxxk personally I suggest you let him know about this thread and give a clarification otherwise his shop is blacklisted by the members who had seen this thread
Post by: davidtth on October 07, 2015, 01:08:53 PM
def stay away from them forever...
Post by: Jy84 on October 07, 2015, 01:16:38 PM
Ouchhh....sad to hear that H***T*** will come out with such BS excuses....i know Fr*** personally and have deal with him once too...that's gonna create a very bad name for their shop for future businesses..
If you know this Fxxxk personally I suggest you let him know about this thread and give a clarification otherwise his shop is blacklisted by the members who had seen this thread
It would be good if he can clarify himself here.
Post by: Calibr on October 07, 2015, 01:58:07 PM
Does Rolex supply their parts to shops for repair? I am quite doubtful of that! ::)
Post by: Lurch on October 07, 2015, 01:59:22 PM
One of my watches has the corrector function for day date n moonphase setting and it is mentioned
clearly in the manual to avoid using the correctors during 3am to 6pm as it will cause damage to the
mechanism
Post by: Cwlwatch on October 07, 2015, 02:08:11 PM
"He informed that the cost is RM500 to replace the gear as it is not part of the warranty and he have already ordered the parts from rolex. "At the back door came out
Does Rolex supply their parts to shops for repair? I am quite doubtful of that! ::)
I heard this before
Post by: Jy84 on October 07, 2015, 02:16:53 PM
"He informed that the cost is RM500 to replace the gear as it is not part of the warranty and he have already ordered the parts from rolex. "
Does Rolex supply their parts to shops for repair? I am quite doubtful of that! ::)
My friend requested to see the parts that he is changing to proof that the gear is indeed damaged if she pay the RM500 to fix the watch. HT explained that the part is 1 to 1 exchange with Rolex. He must return the broken parts to Rolex, is this true?
Is this Rolex policy for spare part replacement? This means that the owner will not be able to be sure if the parts are genuinely damaged and replaced.
Thinking about it, his explanation sound really fishy.
Maybe some sifus can clarify on this matter. :) :)
Post by: r3kahsttub on October 07, 2015, 02:22:23 PM
If the roles were reversed and I were in her shoes, I may consider pursuing this. Perhaps speaking again with the relevant parties at the store, and point out what you now know about not damaging the gears even though time is being set at any particular hour(s) of the day. But, as someone else has also correctly pointed out, would you still trust them to sort the repairs out given this experience?
Her best move is probably sending it in to RSC to have them assess the damage. Subsequently, see if you can work out a compromise with the store to have the repairs done at RSC and have them foot the bill, or maybe split the bill. Good luck.
Post by: r3kahsttub on October 07, 2015, 02:23:46 PM
Post by: deriku on October 07, 2015, 02:49:12 PM
"He informed that the cost is RM500 to replace the gear as it is not part of the warranty and he have already ordered the parts from rolex. "Not officially I think but through grey channels maybe. Have heard that parts are requisitioned at official service centers but are not used in repairs, then supplied to independent watchmakers outside.
Does Rolex supply their parts to shops for repair? I am quite doubtful of that! ::)
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Post by: JeepWH on October 07, 2015, 05:29:31 PM
"He informed that the cost is RM500 to replace the gear as it is not part of the warranty and he have already ordered the parts from rolex. "
Does Rolex supply their parts to shops for repair? I am quite doubtful of that! ::)
Officially, Rolex doesn't supply spare parts to independent watchmakers. They only supply to certified Rolex watchmakers which AFAIK, there are only 2 or 3 in Malaysia. However, there are some 'backdoor' methods where we, independent watchmakers can obtain Rolex parts, where we find out the actual faulty parts and bring it to our contacts which then file in a part request from Rolex, exchanging our faulty parts for the new ones.
Post by: Cloud7 on October 07, 2015, 07:47:12 PM
Post by: chrisyen on October 07, 2015, 07:56:38 PM
HT has been there for many teen yrs, don't think they will run away. personally I have many good experiences with Fxxxx but a moderate one with uncle Hxx.
so far we have heard 1 side of the story, I do wish to hear from another side. being a member here, even though not active, I do wish Fxxxx will reply to this and share his side of story.
from what I read,
1. watch has been purchased and wear for about or more than 6 mths
so I presume the watch is in good condition during the purchase, problem happened after 6 mths
2. when the watch have the problem of hour hand not moving but GMT moving, very likely the non moving hand is detached/loosening from the pinnon or the some wheels moving it has been broken. it can be cause by few factors.
a) manufacture problem, very unlikely for Rolex but not impossible
b) non well fixed during servicing
c) great shock such as bang or dropped
watch warranty if you read carefully the booklet attached with your watch box, its very very limited, not covering mishandling ( such as drop and bang, etc ), water resistant after a year without gasket replace.... wear and tear, etc
3. for case of EXP ii, movement been designed to quick set date clock or anti clock wise hence don't think its cause by time setting. however not pulling the crown to correct position to set thing might cause damage, this is a mechanical watch, aged watch crown spring always causing the wrong position as well.
I do hope HT can post a reply to share their side of story as well.
Post by: hidden830726 on October 07, 2015, 08:10:33 PM
Post by: Lurch on October 07, 2015, 08:31:29 PM
i've dealt with him before, pleasant experience.
however, i cant say the same for the person handling the service/repair as they scratched my watch bracelet while under their care. i did not pursue as i did sign a letter of indemnity before handling over the watch for service.
Post by: ck77 on October 07, 2015, 08:35:41 PM
Bought a brand new Ball Fireman from their BV shop in 2006.
Crown came out twice. They (or Ball) fixed it without question asked.
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Post by: antoniosaprozeld on October 07, 2015, 08:53:33 PM
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Post by: Calibr on October 07, 2015, 09:54:13 PM
"He informed that the cost is RM500 to replace the gear as it is not part of the warranty and he have already ordered the parts from rolex. "
Does Rolex supply their parts to shops for repair? I am quite doubtful of that! ::)
Officially, Rolex doesn't supply spare parts to independent watchmakers. They only supply to certified Rolex watchmakers which AFAIK, there are only 2 or 3 in Malaysia. However, there are some 'backdoor' methods where we, independent watchmakers can obtain Rolex parts, where we find out the actual faulty parts and bring it to our contacts which then file in a part request from Rolex, exchanging our faulty parts for the new ones.
Thanks! This is really good info! The next thing to ask is - who are these "certified Rolex watchmakers" in Malaysia? How do I find them, as their rates are likely to be lower than RSC? Sorry for hijacking the thread..
Post by: nikfs1881 on October 08, 2015, 03:34:01 AM
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Post by: nikfs1881 on October 08, 2015, 03:42:38 AM
watch broke is heart broke for a watch lover, sorry to hear about your incident.
HT has been there for many teen yrs, don't think they will run away. personally I have many good experiences with Fxxxx but a moderate one with uncle Hxx.
so far we have heard 1 side of the story, I do wish to hear from another side. being a member here, even though not active, I do wish Fxxxx will reply to this and share his side of story.
from what I read,
1. watch has been purchased and wear for about or more than 6 mths
so I presume the watch is in good condition during the purchase, problem happened after 6 mths
2. when the watch have the problem of hour hand not moving but GMT moving, very likely the non moving hand is detached/loosening from the pinnon or the some wheels moving it has been broken. it can be cause by few factors.
a) manufacture problem, very unlikely for Rolex but not impossible
b) non well fixed during servicing
c) great shock such as bang or dropped
watch warranty if you read carefully the booklet attached with your watch box, its very very limited, not covering mishandling ( such as drop and bang, etc ), water resistant after a year without gasket replace.... wear and tear, etc
3. for case of EXP ii, movement been designed to quick set date clock or anti clock wise hence don't think its cause by time setting. however not pulling the crown to correct position to set thing might cause damage, this is a mechanical watch, aged watch crown spring always causing the wrong position as well.
I do hope HT can post a reply to share their side of story as well.
It would've been sensible if the explanation given by HT for the revocation of warranty was due to the mishandling by the customer, ie dropped, etc.
However, i would assumed that a great shock which you have mentioned can easily be detected by HT, for example a broken glass and severe dents on the case......if this is the case, i am sure, without hesitation, HT would have used this reason instead of non-sensical reason mentioned by OP.... Usually, the movement (a Rolex) is more durable than the glass, No?
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Post by: chrisyen on October 08, 2015, 07:04:03 AM
Depends on where u drop your watch, if it is on soft ground with thick carpet, then ding dent n crystal crack will not happen
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Post by: Jy84 on October 08, 2015, 07:17:43 AM
Anyway, sending the watch to RSC to check the root cause and the cost to fix the watch.
Post by: benhatzefei on October 08, 2015, 07:25:33 AM
Well i think it is not fair for anyone to put a judgement based on hearing 1 side of the story...and im not saying whos right or wrong here..and maybe its just a miscommunication in between the buyer n seller...peace out..
Post by: JeepWH on October 08, 2015, 08:21:47 AM
"He informed that the cost is RM500 to replace the gear as it is not part of the warranty and he have already ordered the parts from rolex. "
Does Rolex supply their parts to shops for repair? I am quite doubtful of that! ::)
Officially, Rolex doesn't supply spare parts to independent watchmakers. They only supply to certified Rolex watchmakers which AFAIK, there are only 2 or 3 in Malaysia. However, there are some 'backdoor' methods where we, independent watchmakers can obtain Rolex parts, where we find out the actual faulty parts and bring it to our contacts which then file in a part request from Rolex, exchanging our faulty parts for the new ones.
Thanks! This is really good info! The next thing to ask is - who are these "certified Rolex watchmakers" in Malaysia? How do I find them, as their rates are likely to be lower than RSC? Sorry for hijacking the thread..
Sent a PM, but they charge same as RSC due to controlled pricing by RSC.
Post by: ck77 on October 08, 2015, 08:42:17 AM
I Hope HT will be able to tell their side of the story here too, maybe HT did not wan to dwell into technical stuff on what is the cause of damage and why it is not covered in the warranty to my friend as she might not have the interest or technical knowledge.Yes, this is the best way for sending to RSC.
Anyway, sending the watch to RSC to check the root cause and the cost to fix the watch.
Get it repair with technical report, then discuss with HT to solve it in amicably manner.
Post by: Lurch on October 08, 2015, 08:48:09 AM
I hope Fxxxx sees this post and comes up with his side of the story.
Post by: hidden830726 on October 08, 2015, 10:56:23 AM
Post by: rrk on October 08, 2015, 02:56:29 PM
"He informed that the cost is RM500 to replace the gear as it is not part of the warranty and he have already ordered the parts from rolex. "
Does Rolex supply their parts to shops for repair? I am quite doubtful of that! ::)
My friend requested to see the parts that he is changing to proof that the gear is indeed damaged if she pay the RM500 to fix the watch. HT explained that the part is 1 to 1 exchange with Rolex. He must return the broken parts to Rolex, is this true?
Is this Rolex policy for spare part replacement? This means that the owner will not be able to be sure if the parts are genuinely damaged and replaced.
Thinking about it, his explanation sound really fishy.
Maybe some sifus can clarify on this matter. :) :)
From my personal experience with Rolex servicing, when they change a part in the watch, they will return you the damaged/changed part as well in a plastic pouch.
So I dont buy this that you have to return the spare part back to rolex.
Post by: hanz079 on October 08, 2015, 05:32:55 PM
"He informed that the cost is RM500 to replace the gear as it is not part of the warranty and he have already ordered the parts from rolex. "
Does Rolex supply their parts to shops for repair? I am quite doubtful of that! ::)
My friend requested to see the parts that he is changing to proof that the gear is indeed damaged if she pay the RM500 to fix the watch. HT explained that the part is 1 to 1 exchange with Rolex. He must return the broken parts to Rolex, is this true?
Is this Rolex policy for spare part replacement? This means that the owner will not be able to be sure if the parts are genuinely damaged and replaced.
Thinking about it, his explanation sound really fishy.
Maybe some sifus can clarify on this matter. :) :)
From my personal experience with Rolex servicing, when they change a part in the watch, they will return you the damaged/changed part as well in a plastic pouch.
So I dont buy this that you have to return the spare part back to rolex.
They no longer retuen faulty parts.
Rolex parts are now 1 to 1... Even if a certified Rolex watchmaker needs to replace a part, he have to first send in the damage part.
Post by: kingpin on October 08, 2015, 10:04:57 PM
Just want to get more understanding on the winding. We can winding when the time is 9 - 3 or whenever we want, just to clarify is he mentioning setting the date when the time is around 9pm - 3am? This might hurt the part in the watch.
Anyway, get more detail from both end, your friend and HT. I don't think HT will turn their back on customer. Gook Luck
Post by: chenht on October 09, 2015, 06:55:16 AM
Post by: hidden830726 on October 09, 2015, 03:06:57 PM
Post by: antoniosaprozeld on October 09, 2015, 03:47:11 PM
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Post by: Clicko on October 11, 2015, 01:16:59 AM
Post by: mikeylacroix on October 11, 2015, 09:12:28 AM
Post by: rnsm1979 on October 11, 2015, 12:52:31 PM
then from there he can counter back to HT with the true fact from RSC
without fact, you cant argue much
Post by: Jy84 on October 12, 2015, 09:58:35 AM
The watch has been sent to RSC and they informed that the watch need servicing and the watch will be up and running. RSC also informed that quick date adjustment is not be a problem for this model.
No point to discuss with H*** T** since they are standing by their decision not to warranty the watch. At this point, i don't think it is wise to let them fix the watch. I don't think H*** T** willing to do a good job after they read this thread.
Post by: roystock on October 12, 2015, 10:12:27 AM
To me, someone who is as quiet as PM is simply fishy.
Not to mention, I guess a 2 years old Rolex doesn't breakdown everyday.
I sure hope your friend got it at slightly discount to secondhand market price, but I doubt so.
I visited the shop a few times but wasn't even close to buy anything as their prices are not competitive
Post by: Jy84 on October 13, 2015, 06:36:00 AM
Thanks for sharing your experience.
To me, someone who is as quiet as PM is simply fishy.
Not to mention, I guess a 2 years old Rolex doesn't breakdown everyday.
I sure hope your friend got it at slightly discount to secondhand market price, but I doubt so.
I visited the shop a few times but wasn't even close to buy anything as their prices are not competitive
Their price is slightly on the high side but they explained that all their watches are serviced before it display in the shop and they have 3 years warranty for their watches. Beside this two reason, their prices are not attractive.
Unfortunately for my friend's case, it seems the watch have not been service and they deny the warranty. :Scolding: :Scolding:
Post by: sshark on October 13, 2015, 09:14:20 AM
Their price is slightly on the high side but they explained that all their watches are serviced before it display in the shop and they have 3 years warranty for their watches. Beside this two reason, their prices are not attractive.
Unfortunately for my friend's case, it seems the watch have not been service and they deny the warranty. :Scolding: :Scolding:
Post by: antoniosaprozeld on October 13, 2015, 06:14:11 PM
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Post by: nikfs1881 on October 14, 2015, 02:06:54 AM
Thanks for sharing your experience.
To me, someone who is as quiet as PM is simply fishy.
Not to mention, I guess a 2 years old Rolex doesn't breakdown everyday.
I sure hope your friend got it at slightly discount to secondhand market price, but I doubt so.
I visited the shop a few times but wasn't even close to buy anything as their prices are not competitive
Their price is slightly on the high side but they explained that all their watches are serviced before it display in the shop and they have 3 years warranty for their watches. Beside this two reason, their prices are not attractive.
Unfortunately for my friend's case, it seems the watch have not been service and they deny the warranty. :Scolding: :Scolding:
That's why i always react to any slightest adverse news on sellers....as a consumer, we have many choices!
Shame on you HT!
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Post by: Everdying on October 14, 2015, 08:51:38 AM
Their price is slightly on the high side but they explained that all their watches are serviced before it display in the shop and they have 3 years warranty for their watches. Beside this two reason, their prices are not attractive.
Unfortunately for my friend's case, it seems the watch have not been service and they deny the warranty. :Scolding: :Scolding:
so basically they sold it at a higher price, for a supposed service that was never rendered.
well done HT for duping the masses.
Post by: Calibr on October 14, 2015, 11:04:45 AM
Post by: chrisyen on October 16, 2015, 10:06:12 AM
Thanks for sharing your experience.
To me, someone who is as quiet as PM is simply fishy.
Not to mention, I guess a 2 years old Rolex doesn't breakdown everyday.
I sure hope your friend got it at slightly discount to secondhand market price, but I doubt so.
I visited the shop a few times but wasn't even close to buy anything as their prices are not competitive
Their price is slightly on the high side but they explained that all their watches are serviced before it display in the shop and they have 3 years warranty for their watches. Beside this two reason, their prices are not attractive.
Unfortunately for my friend's case, it seems the watch have not been service and they deny the warranty. :Scolding: :Scolding:
That's why i always react to any slightest adverse news on sellers....as a consumer, we have many choices!
Shame on you HT!
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got to be fair tough
price is fair to us might not fair to others
buyer certainly is a willing one in this case and the buyer has been wearing the watch for 6 mths.
6 mths later the watch is faulty, base on what we hearsay hearsay he have a case to claim for the repair.
but we have not hear from the watch owner himself and the shop owner himself so far !
Post by: nikfs1881 on October 17, 2015, 04:32:11 AM
Thanks for sharing your experience.
To me, someone who is as quiet as PM is simply fishy.
Not to mention, I guess a 2 years old Rolex doesn't breakdown everyday.
I sure hope your friend got it at slightly discount to secondhand market price, but I doubt so.
I visited the shop a few times but wasn't even close to buy anything as their prices are not competitive
Their price is slightly on the high side but they explained that all their watches are serviced before it display in the shop and they have 3 years warranty for their watches. Beside this two reason, their prices are not attractive.
Unfortunately for my friend's case, it seems the watch have not been service and they deny the warranty. :Scolding: :Scolding:
That's why i always react to any slightest adverse news on sellers....as a consumer, we have many choices!
Shame on you HT!
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got to be fair tough
price is fair to us might not fair to others
buyer certainly is a willing one in this case and the buyer has been wearing the watch for 6 mths.
6 mths later the watch is faulty, base on what we hearsay hearsay he have a case to claim for the repair.
but we have not hear from the watch owner himself and the shop owner himself so far !
You have a point there, we havent heard from both sides....However, Like i said earlier, i wouldnt take any risk....
And not my fault that the seller choose not to say anything....
And Nobody is saying the buyer is coerced into buying the watch....what the OP was saying was that the seller did not honor the warranty as promised....in my view, the OP has presented his case very clearly, ie the allegation is that the warranty is not honoured as promised, unless if one doubt if OP is telling the truth.....
If anybody is so keen on getting the seller's perspective, i would be glad to hear from them and put a fair judgment..... And those who decide to buy then buy lorr.... OtherWise do as you pls, afterall it's ur money....
Note that i am not influencing anybody, just saying what i feel as a potential buyer.....
Like i said, tonnes of sellers outside, why take risk even if it is going to be a minute one! To prove my case, i havent heard any complain about MWF or WW so far in this forum.....
Post by: keanewoon on October 17, 2015, 11:39:51 AM
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Post by: chenht on October 17, 2015, 03:02:49 PM
Couldnt agree more with bro nikfs1881. The seller giving crap reason for not honoring the warranty. If they give 3 years warranty means 3 years. Doesn't care if the buyer is wearing for 6 month or 30 months already. Looking at this one sided input from the buyer only is already enough to deter me to do any business with this shop.
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Guess the seller got some sympathy from other dealers
Post by: Ek lex on October 17, 2015, 04:24:59 PM
Well, I havent deal with Fxxxx before, but people who claim they have a favorable experience seems mostly when making purchase, I am not implying that this is what happen here, but from my experience, service level sometimes / usually varies before and after sales.
Yes I have to agree on that... the service levels at purchase and after sales varies, could be at the extremities! they can promise 1000 and 1 things to lure you into the purchase, and once you are in, they will forget or deviate from what they have promised. I too have a bad experience with one of the MWF merchant as well, I do not wish to re-open the can of worms.
Having said that, I am quite surprise to see all the merchants have been removed from MWF, even the MWF online store, anyone know why?
Post by: chrisyen on October 19, 2015, 07:52:43 AM
Thanks for sharing your experience.
To me, someone who is as quiet as PM is simply fishy.
Not to mention, I guess a 2 years old Rolex doesn't breakdown everyday.
I sure hope your friend got it at slightly discount to secondhand market price, but I doubt so.
I visited the shop a few times but wasn't even close to buy anything as their prices are not competitive
Their price is slightly on the high side but they explained that all their watches are serviced before it display in the shop and they have 3 years warranty for their watches. Beside this two reason, their prices are not attractive.
Unfortunately for my friend's case, it seems the watch have not been service and they deny the warranty. :Scolding: :Scolding:
That's why i always react to any slightest adverse news on sellers....as a consumer, we have many choices!
Shame on you HT!
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got to be fair tough
price is fair to us might not fair to others
buyer certainly is a willing one in this case and the buyer has been wearing the watch for 6 mths.
6 mths later the watch is faulty, base on what we hearsay hearsay he have a case to claim for the repair.
but we have not hear from the watch owner himself and the shop owner himself so far !
You have a point there, we havent heard from both sides....However, Like i said earlier, i wouldnt take any risk....
And not my fault that the seller choose not to say anything....
And Nobody is saying the buyer is coerced into buying the watch....what the OP was saying was that the seller did not honor the warranty as promised....in my view, the OP has presented his case very clearly, ie the allegation is that the warranty is not honoured as promised, unless if one doubt if OP is telling the truth.....
If anybody is so keen on getting the seller's perspective, i would be glad to hear from them and put a fair judgment..... And those who decide to buy then buy lorr.... OtherWise do as you pls, afterall it's ur money....
Note that i am not influencing anybody, just saying what i feel as a potential buyer.....
Like i said, tonnes of sellers outside, why take risk even if it is going to be a minute one! To prove my case, i havent heard any complain about MWF or WW so far in this forum.....
MWF do hv complaints
But so far no watch faulty and warranty issue.
Anyway, in the MWF store operation, I always try to see 2 sides of stories.
But seems not all shop owners are into forum discussion.
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Post by: chrisyen on October 19, 2015, 07:56:14 AM
Well, I havent deal with Fxxxx before, but people who claim they have a favorable experience seems mostly when making purchase, I am not implying that this is what happen here, but from my experience, service level sometimes / usually varies before and after sales.
Yes I have to agree on that... the service levels at purchase and after sales varies, could be at the extremities! they can promise 1000 and 1 things to lure you into the purchase, and once you are in, they will forget or deviate from what they have promised. I too have a bad experience with one of the MWF merchant as well, I do not wish to re-open the can of worms.
Having said that, I am quite surprise to see all the merchants have been removed from MWF, even the MWF online store, anyone know why?
For update
After some deep thought
We prefer MWF to stay focus in watch discussion instead of commercial.
Happen that MWF store tenancy is expired, so the Mwf physical store has been closed. My usual kopi place every Saturday is gone.
But now I can talk watches with more kaki in other places.
We still providing service online.
Pm me if u need help
Repairing watches
Trade
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Post by: deriku on October 19, 2015, 09:27:59 AM
Guess I was one of the last customers ;D
Post by: Ek lex on October 19, 2015, 12:30:40 PM
Well, I havent deal with Fxxxx before, but people who claim they have a favorable experience seems mostly when making purchase, I am not implying that this is what happen here, but from my experience, service level sometimes / usually varies before and after sales.
Yes I have to agree on that... the service levels at purchase and after sales varies, could be at the extremities! they can promise 1000 and 1 things to lure you into the purchase, and once you are in, they will forget or deviate from what they have promised. I too have a bad experience with one of the MWF merchant as well, I do not wish to re-open the can of worms.
Having said that, I am quite surprise to see all the merchants have been removed from MWF, even the MWF online store, anyone know why?
For update
After some deep thought
We prefer MWF to stay focus in watch discussion instead of commercial.
Happen that MWF store tenancy is expired, so the Mwf physical store has been closed. My usual kopi place every Saturday is gone.
But now I can talk watches with more kaki in other places.
We still providing service online.
Pm me if u need help
Repairing watches
Trade
Sent from my iPhone using Tapatalk
Thanks Chris, sad to hear that though... yet to have a chance to pay a visit to the shop... :( I thought it would be appropriate for MWF mod to make an announcement before the close down at least forumer will make their best effort for the "last kopek" visit.
Yes, you are right, MWF is a platform for mainly watches discussion, and also for members to sell or trade their watches, commercial or merchant should stay out, unless they pay for a commercial fees! hahaha...
Post by: chrisyen on October 20, 2015, 09:02:13 AM
so back to basic will be better.
those who hv my number can always call me for teh tarik
those who dont, pm me here in MWF, i reply all PM.
now i can attend more event, share more inside story, etc
Post by: diazepam on October 20, 2015, 04:59:43 PM
The BV shop on the other hand was first class all the way.
Post by: rnsm1979 on October 20, 2015, 06:47:35 PM
I just wanted to add that I've dealt with both the TCM and BV shops. The TCM shop was only nice when I was making a purchase, and while my aftersales service requirement wasn't as major as the OP, it was still a very unpleasant (esp considering the price of the piece I bought) experience.
The BV shop on the other hand was first class all the way.
not sure is true or not but someone told be this before, although both is HT, but the one at TCM is manage by local HT, while the one at BV is own by Singapore owner or something, so basically both is different management
Post by: mikeylacroix on October 20, 2015, 10:13:35 PM
Post by: Everdying on October 21, 2015, 07:58:58 AM
not sure is true or not but someone told be this before, although both is HT, but the one at TCM is manage by local HT, while the one at BV is own by Singapore owner or something, so basically both is different management
HT SS2 is the first, HT BV are also related...same family members running it.
perhaps the TCM one is run differently, as they have their own seperate FB page etc.
anyway i dont mind walking into both those mentioned outlets, but i usually try my best to avoid walking into the TCM outlet.
Post by: Jy84 on October 26, 2015, 06:39:00 AM
My friend just collected her watch from RSC, the watch is working fine after servicing and RSC confirm that no gears are damaged or replaced.
There will be more update after my friend attend the consumer tribunal.
Post by: antoniosaprozeld on October 26, 2015, 07:11:18 AM
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Post by: Jy84 on October 26, 2015, 07:44:48 AM
Rsc full service cost over rm2k right?
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RM 2.2k inclusive of GST
Post by: Jy84 on November 13, 2015, 05:57:30 PM
My friend just went for the tribunal hearing yesterday. The case is pending till next hearing in December. Will post once the result is out
Post by: ck77 on November 13, 2015, 06:11:05 PM
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Post by: gunsnroses on November 13, 2015, 06:12:24 PM
Post by: sshark on November 13, 2015, 06:32:19 PM
Post by: chenht on November 13, 2015, 06:49:29 PM
Hi guys
My friend just went for the tribunal hearing yesterday. The case is pending till next hearing in December. Will post once the result is out
Hope this crooked shop loses its pants off.
Post by: sshark on November 13, 2015, 07:30:32 PM
Post by: adamjohari on November 13, 2015, 09:46:17 PM
Post by: Jy84 on November 14, 2015, 08:22:33 PM
Do keep us updated. I would like to see this kind of traders suspended or fined for treating their customers like this. We are not paying RM100 or RM200, we are talking more than RM10k here which is for some equivalent to a year's savings. And this is the kind of treatment we get.
What you said is very true, some of us save to get our dream watch and it is very unfortunate to experience such situation.
It is important to buy the seller to prevent such situation happening to us. To some seller, they might think it is a one off business and treat us this way.
Post by: Jy84 on December 02, 2015, 06:18:43 AM
Their explanation is not making sense, firstly they mention the watch is winded wrongly which cause the broken gear and now mention about the watch dropping on soft surface.
Any sifus can advice if there are anyway HT can proof the watch is mishandled?
RSC has confirmed the watch is not damage and only charge for watch service
Post by: sshark on December 02, 2015, 02:49:55 PM
Post by: chrisyen on December 03, 2015, 12:29:19 PM
not sure is true or not but someone told be this before, although both is HT, but the one at TCM is manage by local HT, while the one at BV is own by Singapore owner or something, so basically both is different management
HT SS2 is the first, HT BV are also related...same family members running it.
perhaps the TCM one is run differently, as they have their own seperate FB page etc.
anyway i dont mind walking into both those mentioned outlets, but i usually try my best to avoid walking into the TCM outlet.
not true
all three HT is by same family
father at SS2 first shop
2 sons running BV & TCM
HT at TCM is not selling new watches as in BV & SS2, more on trading pre owned watches and grey, hence the set up is different.
Post by: chrisyen on December 03, 2015, 12:32:34 PM
Hi guys, I would like to seek some advice from fellow forumer. After a catchup session with my friend, she informed that the tribunal have requested H*** Th** to proof that the watch is mishandled if they wish to void the warranty claim. HT claimed that they have a photo of the watch's broken gear and mentioned that the watch could drop on soft surface which cause the damage.
Their explanation is not making sense, firstly they mention the watch is winded wrongly which cause the broken gear and now mention about the watch dropping on soft surface.
Any sifus can advice if there are anyway HT can proof the watch is mishandled?
RSC has confirmed the watch is not damage and only charge for watch service
rolex is solid made, movement is one of the toughest.
to proof the drop is not difficult, a watch that dropped or with great shock ( bang on hard surface ) will sure leave some mark on it, steel made, sure will have dent/scratch/ding
Post by: JeepWH on December 03, 2015, 06:36:25 PM
Stainless steel - dents chips.
Titanium- deep scratch hard to dent
Gold/ platinum- big dent, deformation.
I have seen a full gold rolex deformed due to a large impact.
Post by: keanewoon on December 04, 2015, 04:46:43 AM
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Post by: chrisyen on December 07, 2015, 08:26:43 AM
Hi guys, I would like to seek some advice from fellow forumer. After a catchup session with my friend, she informed that the tribunal have requested H*** Th** to proof that the watch is mishandled if they wish to void the warranty claim. HT claimed that they have a photo of the watch's broken gear and mentioned that the watch could drop on soft surface which cause the damage.
Their explanation is not making sense, firstly they mention the watch is winded wrongly which cause the broken gear and now mention about the watch dropping on soft surface.
Any sifus can advice if there are anyway HT can proof the watch is mishandled?
RSC has confirmed the watch is not damage and only charge for watch service
When is the next hearing ?
Can share with us what your friend actually claimed as stated in tribunal form ?
All charged by Rolex + other cost ? Or what HT quoted for the repair ?
Any defence / reply from HT in black n white ?
They still refuse to pay or refuse to pay full ?
And if can also share us the Rolex service details !
What actually been done to the watch !
Post by: sshark on December 07, 2015, 09:48:20 AM
When is the next hearing ?
Can share with us what your friend actually claimed as stated in tribunal form ?
All charged by Rolex + other cost ? Or what HT quoted for the repair ?
Any defence / reply from HT in black n white ?
They still refuse to pay or refuse to pay full ?
And if can also share us the Rolex service details !
What actually been done to the watch !
Post by: Jy84 on December 07, 2015, 10:34:40 AM
Hi guys, I would like to seek some advice from fellow forumer. After a catchup session with my friend, she informed that the tribunal have requested H*** Th** to proof that the watch is mishandled if they wish to void the warranty claim. HT claimed that they have a photo of the watch's broken gear and mentioned that the watch could drop on soft surface which cause the damage.
Their explanation is not making sense, firstly they mention the watch is winded wrongly which cause the broken gear and now mention about the watch dropping on soft surface.
Any sifus can advice if there are anyway HT can proof the watch is mishandled?
RSC has confirmed the watch is not damage and only charge for watch service
When is the next hearing ?
Can share with us what your friend actually claimed as stated in tribunal form ?
All charged by Rolex + other cost ? Or what HT quoted for the repair ?
Any defence / reply from HT in black n white ?
They still refuse to pay or refuse to pay full ?
And if can also share us the Rolex service details !
What actually been done to the watch !
The next hearing is tomorrow (7/12/2015) and the amount claimed is 3k as she was unsure about the charges by Rolex but during the first hearing she told the tribunal to revise the claim as per receipt by Rolex for standard service charge.
HT did wrote a letter to tribunal informing that my friend has mishandle the watch and therefore they are unable to cover for the damage. HT also mentioned that they offer to fix the watch for RM 500 which was declined by my friend.
HT did pursue my friend to drop the charges after the first hearing without intention to pay for reimbursement. HT expect my friend to drop the charges and assume that nothing has happen.
Rolex service the watch as accordance to the service book that they give out after completion of the service. Oiling, gasket replacement, crown replacement and pressure test.
Post by: Jy84 on December 08, 2015, 12:14:12 PM
It is great that there is a conclusion on this case and hopefully HT have learnt their lesson in dealing with such cases in future.
Post by: roystock on December 08, 2015, 12:57:26 PM
Thanks your friend for fighting for our rights :thumbsup:
Post by: chrisyen on December 08, 2015, 01:19:12 PM
I do think the judgement is fair in this case base on what i read from buyer side of story.
1. HT agreed to pay RM500 as what they quoted to fix the watch to the judge
2. Buyer have no right to claim further than the faulty parts
because RSC did more than replacing the faulty parts, HT cant be paying for oiling, gasket replacement and polishing
and buyer get new warranty from RSC on HT expense
I'm not sure how to work out RM700, buyer claim RM3,000 and later revised to RM 2K++ as per RSC charge.
looks like judgement is towards to RM500 for HT agreement + RM200 for happy ending.
and HT seems not into forum discussion, we are not getting another side of the story afterall till this end
however, buyer sound happy, thats important and all of us learned what is our right, what is retailer right.
Post by: Jy84 on December 08, 2015, 01:26:29 PM
Good to hear that
I do think the judgement is fair in this case base on what i read from buyer side of story.
1. HT agreed to pay RM500 as what they quoted to fix the watch to the judge
2. Buyer have no right to claim further than the faulty parts in my opinion
because RSC did more than replacing the faulty parts, HT cant be paying for oiling, gasket replacement and polishing
and buyer get new warranty from RSC on HT expense
I'm not sure how to work out RM700, buyer claim RM3,000 and later revised to RM 2K++ as per RSC charge.
looks like judgement is towards to RM500 for HT agreement + RM200 for happy ending.
and HT seems not into forum discussion, we are not getting another side of the story afterall till this end
however, buyer sound happy, thats important and all of us learned what is our right, what is retailer right.
True that buyer should not claim more than the cost of replacing faulty parts but whatever RSC service and replaced is totally different with what HT claimed is damaged. HT offered to fix the watch for RM 500 by replacing the gear but in fact based on RSC's evaluation, there is no damage to the gear as what HT claim.
And it is very unfortunate that HT is not interested in any discussion in this forum to clear their name up.
Post by: keanewoon on December 08, 2015, 01:38:32 PM
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Post by: chrisyen on December 08, 2015, 01:43:30 PM
Good to hear that
I do think the judgement is fair in this case base on what i read from buyer side of story.
1. HT agreed to pay RM500 as what they quoted to fix the watch to the judge
2. Buyer have no right to claim further than the faulty parts in my opinion
because RSC did more than replacing the faulty parts, HT cant be paying for oiling, gasket replacement and polishing
and buyer get new warranty from RSC on HT expense
I'm not sure how to work out RM700, buyer claim RM3,000 and later revised to RM 2K++ as per RSC charge.
looks like judgement is towards to RM500 for HT agreement + RM200 for happy ending.
and HT seems not into forum discussion, we are not getting another side of the story afterall till this end
however, buyer sound happy, thats important and all of us learned what is our right, what is retailer right.
True that buyer should not claim more than the cost of replacing faulty parts but whatever RSC service and replaced is totally different with what HT claimed is damaged. HT offered to fix the watch for RM 500 by replacing the gear but in fact based on RSC's evaluation, there is no damage to the gear as what HT claim.
And it is very unfortunate that HT is not interested in any discussion in this forum to clear their name up.
i understand you trust your friend.
but in this case, i stay neutral - we have not hear from HT, we also not hear from RSC. even the judgement, we heard from you.
as i mentioned earlier, it will be good you scan and post what is claimed by your friend and what defense HT replied to tribunal
since your friend said HT agreed to pay RM500 to judge and judge agreed to that RM 500 + RM200 ( dunno from where )
and your friend accepted this amount, i assume this is happy end.
and most important for this forum -
i learned, everybody who read this interesting thread also learned.
in future at least we know what is claimable and what is not.
Post by: keanewoon on December 08, 2015, 01:55:55 PM
A case is settled via tribunal at least we as consumers see there is a way to get justice even we are buying from preowned shop.
It's a lesson to both sides and us.
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Post by: nikfs1881 on December 08, 2015, 01:57:55 PM
We only listened to buyer's side. But the tribunal listened to both side. Stop saying buyer get anything at the expense of seller. I dont think the buyer want to go thru these messes if given choice.
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Fully agree with this! The OP has no obligation at all to provide all the proofs and documents to us in this forum whatsoever! Unless if you would like to start another tribunal here..If one is so insistence to hear seller side of the story, please contact HT and hear from them and report back to us. I know i wont and i dont care as long as buyer's right is well protected. The fact that OP is happy with the outcome, i am happy enough, personally.
I can understand sympathy one have by being pn the same boat, seller's side but it may sounds one is questioning OP's integrity....which should not be the case as we operate on trust and the burden to prove otherwise is not with OP but with the seller if they really care about their reputation-which they dont?
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Post by: chrisyen on December 08, 2015, 02:22:53 PM
Otherwise pure talking will end up pure for argument only!
Since its happy ending, better stop!
Post by: antoniosaprozeld on December 08, 2015, 03:34:41 PM
Right now it seems 3rd party warranty is tarnished and not trustworthy..
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Post by: chenht on December 09, 2015, 09:46:36 AM
We only listened to buyer's side. But the tribunal listened to both side. Stop saying buyer get anything at the expense of seller. I dont think the buyer want to go thru these messes if given choice.
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Buyer should get more than RM 500 for all the hassle add anxiety she went through.
Post by: Jy84 on December 09, 2015, 10:49:57 AM
We only listened to buyer's side. But the tribunal listened to both side. Stop saying buyer get anything at the expense of seller. I dont think the buyer want to go thru these messes if given choice.
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Buyer should get more than RM 500 for all the hassle add anxiety she went through.
If HT were to honor their warranty and fixed the watch without charges, HT would not need to go through all these process and pay RM 500 + the extra RM200.
Post by: roystock on December 09, 2015, 12:46:30 PM
Just wonder if those who had good experience claiming warranty from pre-owned shops can share their cases..
Right now it seems 3rd party warranty is tarnished and not trustworthy..
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If you are looking for bad experience, I can share two.
I have yet to make good warranty claims against preowned shops.
That said, I am happy that those preowned pieces are working well and I don't need to go back to the sellers
Post by: Maverick27 on December 09, 2015, 12:57:14 PM
Fully agree with this! The OP has no obligation at all to provide all the proofs and documents to us in this forum whatsoever! Unless if you would like to start another tribunal here..If one is so insistence to hear seller side of the story, please contact HT and hear from them and report back to us. I know i wont and i dont care as long as buyer's right is well protected. The fact that OP is happy with the outcome, i am happy enough, personally.
I can understand sympathy one have by being pn the same boat, seller's side but it may sounds one is questioning OP's integrity....which should not be the case as we operate on trust and the burden to prove otherwise is not with OP but with the seller if they really care about their reputation-which they dont?
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:thumbsup: