Wrist watch question

[Rajiv]

I bought a MeisterSinger watch over a year ago. The watch developed a fault where the date mechanism would not work—see photo. The centre date dial had disconnected from the main watch mechanism—I guess. The watch is still under warranty and so I sent it back to the reseller—Jura Watches. I sent the watch back mid May and I received a reply today from them saying the watch is now with MeisterSinger in Germany. This is part of the email…

Your watch was sent to the brand in Germany for correction under warranty.
However, warranty has been voided in this case as the watch sustained damage due to the impact.

Please find the estimate to Repair & Service your Watch:

Repair Reference 65-1639
Please see below the details of the work required to service and repair your watch:

• Major Overhaul
• bezel for PDD (without sapphire crystal)
• Overwork Case

Total - £595
Postage & Packaging including return.


The estimated completion timeframe is approximately 8-10 weeks, subject to availability of spare parts.
All prices are inclusive of VAT.

I don’t know much about watches but I do know that I did not bang the watch on anything or drop it. MeisterSinger are claiming it’s had an impact to cause this problem—so the warranty is voided. I’ve replied to the email disputing this as I think it’s a fault with the watch. It’s go a few scratches on the bezel from wearing it but that’s not impact—is it? Am I being unreasonable about this? I can have the watch back without repair if I pay £65.

Any thoughts would be appreciated.

Best wishes
rajiv

 

[Sideways]

Post the story on one of the specialist watch forums and see what they say. Worst case you need an independent watchmaker to look at it and give a second opinion or say to hell with it and use it as it is.
I bought a £1000 mechanical watch once and within a couple of weeks it "jumped" out of whack so I could never get the 24hr gmt hand to properly line up with the main time. It was a known weakness of the movement but I was 2nd owner so no warranty. It cured me of the desire for a nice watch because all the casio and citizen quartz divers I owned before and since were better and more durable than that one.

If you find your watch has a reputation, or your second opinion agrees that it's a manufacturing defect, just file a case against Jura in the small claims court.

 

[Kittyhawk]

I don't know the brand but all wristwatches of reasonable quality are shockproof. Your photo does not appear to show any damage consistent with the bezel coming adrift. Perhaps an assessment from an independent jeweller?

 

[Lons]

Jura Watches have a UK address, presumably you bought from their UK website in which case you need to kick up a hell of a fuss because it is Jura who are responsible to you not the manufacturer and it's quite possible there has been impact damage when they sent it to the manufacturer. You are IMO entitled to an FOC repair or a refund and I certainly wouldn't be paying them a single penny to return a faulty watch which hasn't been repaired.

I suggest you take advice from trading standards or citizens advice but do some googling to find out your rights under consumer protection and chase it. If you can't get anywhere then an email to the chief honcho at Jura and a copy to their counterpart at the manufacturer, still no joy then take to social media, they all monitor facebook etc. these days.

EDIT
Have just done a very quick search as I hadn't heard of them. It shouldn't be too difficult to find the MD details with a bit of searching or phone one of the shops for the info.

Jura Watches is the UK's largest independent family run luxury watch retailer, part of C W Sellors Jewellers established in 1979. Shop an incredible selection of over 20,000 luxury watches available online and in store.

Find us on Facebook/CWSELLORS

Instagram/CWSELLORSFINEJEWELLERY

Pinterest/CWSELLORS

Follow us on Twitter@CWSELLORS

Youtube@CWSELLORS



The manufacturer founder is easy to find. https://meistersinger.com/en/the-brand/portrait/

 

[Phil Pascoe]

I suggest you buy a Seiko.

 

[Jacob]

I always buy Casio F-91w. Dead accurate/reliable, dirt cheap, battery lasts 3 to 4 years.

 

[SLM]

I suggest you buy a Seiko.

+1

When my [Grand] Seiko watch developed a fault, it went back to the individual who had made it, in Japan, for it to be put right, and returned with humble apologies. Should it ever need to go back, it will be that same individual, or, when they’re gone, their apprentice, who attends to it.

By Japanese

 

[Kittyhawk]

Thankfully free of those issues with watches due to their incompatibility with a workshop environment. So don't own a watch - never will.

 

[Phil Pascoe]

It doesn't matter much to you, though, does it? You're twelve hour wrong.

 

[Rajiv]

Yes I bought the watch directly from Jura in the UK. I do now regret buying the watch and am definitely looking at buying a Seiko or Citizen. I bought the watch because I liked the idea of having a vague time—it did not be accurate and the watch looked good to me with a simple design.

Thank you for all your suggestions. I will do some more research. Post it on a watch forum and see what the experts say. At the end of the day I will get a cheaper watch—probably quartz and put this down to a life experience. You wonder what has happened to customer service?

 

[Rajiv]

Post the story on one of the specialist watch forums and see what they say. Worst case you need an independent watchmaker to look at it and give a second opinion or say to hell with it and use it as it is.
I bought a £1000 mechanical watch once and within a couple of weeks it "jumped" out of whack so I could never get the 24hr gmt hand to properly line up with the main time. It was a known weakness of the movement but I was 2nd owner so no warranty. It cured me of the desire for a nice watch because all the casio and citizen quartz divers I owned before and since were better and more durable than that one.

If you find your watch has a reputation, or your second opinion agrees that it's a manufacturing defect, just file a case against Jura in the small claims court.

I’ve been looking at the Seiko and Citizen quartz watches and will probably get one of those. I’ve done a bit of searching on Jura and customers have had mixed service from them.

 

[Rajiv]

Jura Watches have a UK address, presumably you bought from their UK website in which case you need to kick up a hell of a fuss because it is Jura who are responsible to you not the manufacturer and it's quite possible there has been impact damage when they sent it to the manufacturer. You are IMO entitled to an FOC repair or a refund and I certainly wouldn't be paying them a single penny to return a faulty watch which hasn't been repaired.

I suggest you take advice from trading standards or citizens advice but do some googling to find out your rights under consumer protection and chase it. If you can't get anywhere then an email to the chief honcho at Jura and a copy to their counterpart at the manufacturer, still no joy then take to social media, they all monitor facebook etc. these days.

EDIT
Have just done a very quick search as I hadn't heard of them. It shouldn't be too difficult to find the MD details with a bit of searching or phone one of the shops for the info.

Jura Watches is the UK's largest independent family run luxury watch retailer, part of C W Sellors Jewellers established in 1979. Shop an incredible selection of over 20,000 luxury watches available online and in store.

Find us on Facebook/CWSELLORS

Instagram/CWSELLORSFINEJEWELLERY

Pinterest/CWSELLORS

Follow us on Twitter@CWSELLORS

Youtube@CWSELLORS



The manufacturer founder is easy to find. https://meistersinger.com/en/the-brand/portrait/

Thank you for this. I have sent and email and cc’d MeisterSinger. I will see how they reply before I contact the owners of the company.

 

[Rajiv]

I suggest you buy a Seiko.

Good advice!

 

[Rajiv]

I always buy Casio F-91w. Dead accurate/reliable, dirt cheap, battery lasts 3 to 4 years.

Quartz maybe the way forward for me.

 

[Rajiv]

+1

When my [Grand] Seiko watch developed a fault, it went back to the individual who had made it, in Japan, for it to be put right, and returned with humble apologies. Should it ever need to go back, it will be that same individual, or, when they’re gone, their apprentice, who attends to it.

By Japanese

That’s how it should be. I would completely own up if I damaged it. I damaged a Festool tool recently. It was only a couple of months old. I contacted Festool and asked if I could purchase the damaged part. They sent me a new one without charge.

 

[Rajiv]

It doesn't matter much to you, though, does it? You're twelve hour wrong.

The time—I just need a rough idea to the nearest five/ten minutes—but no it does not matter that much

 

[Kittyhawk]

It doesn't matter much to you, though, does it? You're twelve hour wrong.

True. We're a bit behind on everything down here at the bottom of the world. But I've never seen the need for a watch - timepieces of some sort or another are everywhere. And, walk down the street and say 'good morning' to someone and quite possibly they'll stick their nose in the air aghast at your temerity in addressing them. But ask them to please tell you the time and they'll gladly do it. So, better they spend up large on a watch and I keep the money in my pocket.

 

[Richard_C]

Contact Jura UK again. Tell them the watch had not suffered any impact or damage. Remind them that they did not report damage to you or ask any questions when they received it so you can be reasonably certain (balance of probabilities, the legal test in civil disputes) it was in good condition at that point. That means the damage, if indeed there is any, must have happened whilst it was in their care or in transit from them to the manufacturer. If they claim that they didn't inspect it on receipt and just sent it on, remind them that they are the UK retailer and have a duty to you as the customer.

Ask what they propose as a solution. Ask for a response within 5 working days. If they say it is beyond repair, and have no evidence that it was damaged when they received it, ask for a full refund of the purchase price. Be prepared to accept a slightly lower amount for wear and tear, a watch like that should easily work for 10 years so maybe accept 90% The main plank of your argument is that you have not damaged it, they did not report damage when they received it, so it's their responsibility.

Deal only with Jura UK, the retailer, not with the manufacturer.

 

[Lons]

Contact Jura UK again. Tell them the watch had not suffered any impact or damage. Remind them that they did not report damage to you or ask any questions when they received it so you can be reasonably certain (balance of probabilities, the legal test in civil disputes) it was in good condition at that point. That means the damage, if indeed there is any, must have happened whilst it was in their care or in transit from them to the manufacturer. If they claim that they didn't inspect it on receipt and just sent it on, remind them that they are the UK retailer and have a duty to you as the customer.

Ask what they propose as a solution. Ask for a response within 5 working days. If they say it is beyond repair, and have no evidence that it was damaged when they received it, ask for a full refund of the purchase price. Be prepared to accept a slightly lower amount for wear and tear, a watch like that should easily work for 10 years so maybe accept 90% The main plank of your argument is that you have not damaged it, they did not report damage when they received it, so it's their responsibility.

Deal only with Jura UK, the retailer, not with the manufacturer.

That's pretty much what I said as well Richard, I certainly wouldn't give up, they rely on people just accepting what thy say. While it's Jura who are liable it never hurts to CC initially to the manufacturer though as it can put a lot of pressure on the retailer and it also shows you're serious and likely to pursue it further.

I've had several successful outcomes over the years, the latest being a large freezer. The only company that stonewalled everything was Apple though the amount of time they spent probably was more expensive to them than the cost of a replacement iphone in the first place.

 

[MikeJhn]

Tenacity is the byword, I had a problem with an item bought on e-bay for £XXX.00 this never arrived, I took this up with e-bay who said they had a delivery receipt? Royal Mail said the receipt was valid, but they do have a lot of case's where the receipt is from a different origin? e-bay washed their hands of the transaction and referred my to PayPal, they also said the signed for delivery note was valid and there was nothing they could do, I referred this to the Financial Ombudsman who took up the case, writing to PayPal, PayPal then contacted me and said reluctantly on this occasion they would re-fund, meanwhile I had contacted Visa who I pay my PayPal account through, they also re-funded me, so now I had £XXX.00 x 2, being an honest sort of chap I contacted Visa and told them I had been refunded by PayPal and they advised me to put the extra into my savings account, moral of the story is don't give up.