What do you do if you're not satisfied with the watch service?

[Yoda]

Just to check out what would you do if you encounter bad service from the watch service provider

E.g. takes abnormally long time to service, tell you inconsistent facts or story, could not fix the problem finally etc.

please share as I have just encountered one

 

[kenji1903]

Just to check out what would you do if you encounter bad service from the watch service provider

E.g. takes abnormally long time to service, tell you inconsistent facts or story, could not fix the problem finally etc.

please share as I have just encountered one

 

sorry to hear of your mishap... mind sharing which brand? can PM me if inconvenient

[yo_watch]

if bad services found, i will never buy the brand again!

[Yoda]

I am sending them an Official Complain letter tomorrow demanding their management to give me an explanation.

I do not know if its appropriate to tell which brand at this juncture.

I will update you guys the latest development later.

[kenji1903]

if you are unable to get a satisfied response from the local management... most probably you need to escalate the issue to their HQ... and have the HQ investigate the matter... good luck and keep us updated

[contender]

I think this is the whole idea of having forums like MWF for us to share our experiences on watches etc etc

It is in the best interest for all for you to disclose which AD or brand services unless there is malice intent .... factual information of sharing will be appreciated. Please do not add "salt and spices" ..... distorted facts or defamation will not be tolerated.

so let's spill the beans

[ck77]

Could consumer tribunal able to assist in this case?

[sinbad2k]

would probably sell it off if the service doesn't improve.

[sidestreaker]

1. How long is abnormally long?

2. What is the problem of the watch?

3. What are those inconsistent facts that has been conveyed to you and by whom?

It's hard to get any constructive comments here if you are not being specific.

Don't worry about brand bashing. I think most of us here are matured enough to avoid that.

[Yoda]

if bad services found, i will never buy the brand again!

The brand is tested and reliable. But its the people that do not uphold a good customer charter here.

Some countries are more progressive as they have people who are cultured to give 101% in their work and take great pride.

Example Swiss and Japanese. Really this is a great intangible asset of the country

 

[Yoda]

if you are unable to get a satisfied response from the local management... most probably you need to escalate the issue to their HQ... and have the HQ investigate the matter... good luck and keep us updated

I would think their HQ will take it seriously, as I can see the quality and service that the HQ would want to propagate.

[Yoda]

I think this is the whole idea of having forums like MWF for us to share our experiences on watches etc etc

It is in the best interest for all for you to disclose which AD or brand services unless there is malice intent .... factual information of sharing will be appreciated. Please do not add "salt and spices" ..... distorted facts or defamation will not be tolerated.

so let's spill the beans

I agree with you that one of the objective of the forum is to let other members to be aware and be warn and give compliments too so that at the end of the day the industry players will not lag behind and always on toe to improve the quality of watches.

But to be fair to the management of this brand I want to give them an opportunity to explain so that I do not make a wrong conclusion on the management even though the staff could have screw up the watch.

So please be patient I will update in due course

[Yoda]

Could consumer tribunal able to assist in this case?

I have never tried this channel is it effective ?

[kenji1903]

if you are unable to get a satisfied response from the local management... most probably you need to escalate the issue to their HQ... and have the HQ investigate the matter... good luck and keep us updated

I would think their HQ will take it seriously, as I can see the quality and service that the HQ would want to propagate.

how badly did they screwed up the watch?

[ck77]

Could consumer tribunal able to assist in this case?

I have never tried this channel is it effective ?

I my self never tested either but heard some successful story.
You might explore more.

[Yoda]

Anyone had a bad experience to share?

For information I have submitted the official complain letter on 30 May but up to now have no news.

Perhaps by next week I will put up the letter for sharing.

[D'Andy]

I had such a case recently. I bought a GMT but the hand was not moving as precisely as an ETA 2893 should. It was the only white dial in the AD, so the salesperson informed me that she could send it to the SC for them to adjust and I'll have it back soon. It's not like I don't have any other watches to wear so I agree with the arrangement. After 2 weeks with no news, I called the AD, whom referred me to the SC and I called their Malaysian and thereafter Singaporean offices. Wrote them a letter too. A day later (yesterday), the AD called me and to cut a long story short, they asked if they could change my purchase to a higher-priced similar watch that was in stock. I took the offer and the brand experience was restored.

Today, I took the watch to a random watch shop to add in an extra link (removed too many yesterday) and the boss kept remarking that it was an expensive watch and if it cost more than RM10k. I just smiled and said that it was a gift (to be polite since he was only selling fashion and Japanese watches). Next thing I know, he wanted to charge me RM50 (!) for the one-minute "handcraft work". I was indignant and told him that I would only pay a ceiling of RM10. He took it of course. RM50 for that bit of work was simply daylight robbery!

[Yoda]

Latest update:

Got a reply letter from the GM of the service center and apologizing for the screw up.

Actually my case is like this:-

Sent in my Seiko to Thong Sia for overhaul, after the job almost 3 months they told me that the crown tube is crack and cannot passed the water resistant test and required to glue the tube. This was related to me by one staff Ms B.

Subsequently when I went to collect the watch the glue was not dry enough and glue the crown together with the tube hence cannot unscrew. I told the other staff, Mr A I am not going to accept this and I left the center.

After 2 days Mr A called me that the watch is done and can passed the water resistant test requires additional charge to replace the crown. Then I got a shock how come the information is not consistent when one said no way can passed the pressure test and the other one told me different story. I told him I want to speak to Ms B. Ms B did not called to explain hence I wrote into the GM to inform about the unpleasant experience.

The GM replied and apologized for the screw up.

Today I went to collect the watch true enough the crown tube is glue but nicely done now, and they give me a 6 months warranty against the water resistant. I do not know if it works but they reduced the charge and replaced the crown as a gesture of goodwill.

Well my watch is 18 years old so I just collect it and paid for the charge and forgive.

After all I have so many Seiko may require their service.

The good news is that they acknowledge the screw up and as consumer we have to be actively make constructive complain as we deserve the treatment.

Likewise if we encounter good service we have to compliment and recommend.

That's all folks

 
 

[D'Andy]

Good to know it worked out in the end, Yoda. Wear your watch in good health, mate!

[contender]

So would GS suffers such fate when they send their precious GS to Thong Sia for service ??

[ck77]

So would GS suffers such fate when they send their precious GS to Thong Sia for service ??

AFAIK, GS needs to be send back to The Land of the Rising Sun for servicing.

[contender]

So would GS suffers such fate when they send their precious GS to Thong Sia for service ??

AFAIK, GS needs to be send back to The Land of the Rising Sun for servicing.

Of course GS has to send back to Japan for servicing But will still need to send through Thong Sia before heading back to Japan ? or send direct ourself ?

[Yoda]

So would GS suffers such fate when they send their precious GS to Thong Sia for service ??

Since GS will be service in Japan I believe the service is much better in their hands. But $$$.

[JOS2012]

All types of GS, Credor, Galante as well as any Spring Drive calibred model (GS,Credor,Galante,Marinemaster) have to be sent back to Japan for service or repair.
Under warranty no charges.
To-date I've not needed any work done outside warranty, so can't comment.

Under arrangement with Seiko Japan, Thong Sia is the only authorised agent to collect, send to Seiko Japan and return to customer.
Hope this clarifies your various doubts.
 

[chrisyen]

The country border line is disappearing
Msian also mobile
We all easily expose to other country
Every1 is connected, travel physically, Internet, phone...

Hence our expectation of service is higher than before
But sadly Msia is not a land with good service (except those 5star hotel staff).

So my view is
The staff who was hired in service center not up to mark
But the GM is well exposed person and knowing the important of customer service

Hopefully we will improve
We ourselves also play a part being a citizen of Msia

Also often we hear one side of story here in forum, customer complaint about service
We didn't hear from the service provider talk about how bad is our customer nowadays

I was personally heard from some service center technician
They are many Customer who demand ridicurious thing ... Full of lies sometimes. Often customer do not read the manual and simply whack the watch without knowing and understanding the mechanism !


Ps - not referring to this case Yoda