Top critical review
41 people found this helpful
easily broken, repair and customer service substandard
on July 7, 2009
When i first purchased this watch, i was in love with its esthetics. However, soon ( withing 9 months), the band became severely discolored. The watch itself failed to run. Being under warranty i sent it back for repair. The company only takes funds via money order. They would not accept visa/mastercard or personal cheques written in US dollars. I can understand the cheque part, but credit cards??? The US $ 20 dollars is to cover their shipping and handling charges. I have to pay for a processing fee to get the money order ( extra money out of my pocket), because of their lame policy. Then i when i follow up with the company they said they cannot cash the money order because there is no Royal Bank in the US???? This is the first time I heard that when you buy a money order in foreign funds, they have to have that bank in the country you are purchasing funds from. Good thing I am not buying any products online from some small third world country to help out their local trade....there is no way a Royal Bank would be in a place like Ethiopia.
When the cheque mess goes thru, I am slammed by import and brokerage fees by their choice of courier. The reason for the import fee is because Sturhling Originals repair center did not write down on their invoice REPAIR UNDER WARRANTY. Rather , they simply stated REPAIR. Had they been not negligent , the end consumer would not be out of money, but they did not, and the end user is charged an additional $23.16.
A quick call to their director of customer relations E.U ( the same person who told me about having to be money order and that they could not cash my cheque) leaves the customer feeling a sense of abandonment. She tells you that is is your fault, because when you sent in your repair, on the shipping label that states return for repar, you did not notify customs that you will be getting your watch back??!!??? Uh, i am pretty sure that if it is undergoing repair, that the watch will be coming back.
EU , the director of customer relations stated that they have many international customers and that sometimes they are charged and sometimes they are not charged. I suggested that maybe sometimes they put on their label Warranty repair vs just Repair. Then she tells me that as a company , they are not required to know about all the different shipping rules and regulations and fees. When suggested that they should know, EU states that most international customers are not Canadian customers ( a back track of what she stated earlier). When sugggested that as the director for Customer Relations should know, she stated she has only been in her position for 1 year...an excuse that seems irrelevant. When asked what she will do to make the customer happy...She stated that the only thing she can do is rewrite the invoice so i get a partial refund from the brokerage fees...But I would still be out of pocket 13 dollars ( not alot,, but its the principle), and that I would have to find out the procedure and protocol of what to write and where to send it too...
When i stated that she she be doing all that as a customer service, so that even though i am out of pocket, i am not inconvienced...she just remained silence.
When asked as a company, what she will do to satisfy the customer...she told me basically nothing. When i told her of my dissappointment and that i will be telling my collegues, friends, of the level of service I received..she told me to do whatever I have to do.
So while I am happy to get my watch back, when it breaks down again ...I will just throw it in the garbage where it belongs because of the hassle/grieve and stress you get from getting it repairs is not worth the value of the watch.
ON A SIDE NOTE: Amazon has always been very expedient, courteous and professional. Any returns and exchanges are trouble free and I will remain a loyal customer to amazon,.