Top critical review
16 people found this helpful
Nice when it ran. Intermittent after only 3 months. Terrible Seiko Customer Service
on April 23, 2015
Update 7/29 15 -- Seiko Customer Service is terrible. After sending my watch in for repair under the advertised 3-year warranty, I finally had to prompt them for status. They replied that I should check their website and gave me a repair number. They could have called or shot me an email letting me know that they had received it and wanted to talk to me about it. But they didn't. So I went into their website only to discover that they considered the watch not to be under warranty and that it would cost $122.13 to repair it. And I have to pay shipping...again!!! Thinking there must be some sort of mix up since I had sent the Amazon invoice with the watch proving that the watch was purchased new, by me, and that it wasn't out of warranty when it broke. Seiko Customer Service responded that they needed the Warranty Certificate (included in the box with the watch) completed by an authorized Seiko dealer before they would honor the warranty. How am I going to get that, if the order is online and fulfilled by one of Amazon’s vendors? Anyway, this was contrary to the return requirements posted on their Seiko Service Center’s website which reads, "If your timepiece is under warranty please include the fully completed warranty card or the original proof of purchase...". I sent them the proof of purchase (Amazon invoice) which should of been sufficient. And I explained that to them...twice.
My response to them posed the simple question, "Why won't you honor a 3-year warranty when I’ve already provided evidence that I purchased the watch and that it’s still well within the 3-year warranty period?” The watch also still looked brand new so it was obvious that it hadn’t been run over by a truck. I added, “The watch only cost about $60 when new. Why would I pay more than the watch cost when brand new to fix it?” They emailed me to phone them again for an explanation of their policy. I won’t waste any more time discussing policy.
Out of sheer frustration, I send a complaint email and explanation with the Seiko email chain to Amazon’s Customer Service. And, in stark contrast, Amazon replied promptly, apologized for my difficulty (even though it wasn’t their fault), and cheerfully refunded the cost of the watch. All of this in less than a day. No questions asked. My complaint and request for their help was even well beyond the 30 days return period too. I was amazed. Amazon is great. But I will never buy another Seiko again.
As an aside, I had a nice Seiko Aviator’s watch that kept good time for more than twenty years. Really liked that watch until it simply wore out. So I know that Seiko can make good watches, it’s just that their nonexistent customer service got to me this time. These days, companies really should bend over backwards to maintain a loyal customer following. I think of it this way, “How much business has it and will it cost Seiko not to fix my $60 watch?” Would you buy a watch from them after reading this review?
Update 7/5/15 -- A few weeks ago this Seiko became intermittent. It would occasionally stop while I wore it. The watch just didn't seem to automatically wind enough like it did when it was new. Poor for only 3 months of normal wear. Didn't drop it or get it wet either. The energy reserve of the watch after normal wear decreased from approx. 18 hours, to about 6 hrs, and then became intermittent while I wore it. When it ran, it kept great time. I have returned it to Seiko for warranty repair or replacement. Will update this review when I hear from the warranty center.
April 2015 --This is an excellent watch. Superb quality for the price. I've never owned an automatic before, but I must say that I'm fascinated by the concept. This Seiko 5 is attractive and rugged. Looks nice for all-around wear. And so far, it's very accurate. I put it on before I leave for work and take it off when I return home. If you wear it every day like this, it won't run down. I might have to adjust the time slightly each week, but that's about it. It just works. I'm very satisfied with this purchase.