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  • FIRST POST
    • Naf
    • By Naf 16th Aug 11, 10:20 PM
    • 2,926Posts
    • 2,183Thanks
    Naf
    Timpson: Don't let them near your watch!
    • #1
    • 16th Aug 11, 10:20 PM
    Timpson: Don't let them near your watch! 16th Aug 11 at 10:20 PM
    Caution: it's a biggie.
    I'm currently awaiting a response to my complaint re: THE THIRD TIME IT HAS BEEN TO THEIR SERVICE CENTRE; and I never wanted it sent in the first place.
    My watch battery died so I went looking around to get it replaced. Most of the jewellers I visited wanted to send it off, and charge me up to £50 for it. I knew there would be private places that'd do it faster, but before I could ask anyone I noticed Timpson's offer that you pay slightly more for one battery replacement and it's 'guaranteed for life' i.e. every time it runs out, you can get it replaced for free. The offer tempted me, against my better judgement (Timpson have always seemed a bit suspect and not quite fully professional to me) to go and have them replace my battery. The poster said 'while you wait' after all.
    The young man poked and prodded around inside the back of my watch for longer than I would have thought necessary, then asked me to come back 10 minutes later to collect it. There were a couple of customers waiting so I assumed this was why and finished my other business up town. When I collected the watch, one of the buttons (the most vital one no less; the crown for setting, adjusting and resetting the watch) was loose. I politely pointed it out to the assistant and he insisted there was no way it could possibly have been anything he'd done. Well it wasn't that way when I brought it in, so I pushed a little (he became quite argumentative) and eventually arranged for the watch to be sent to their service centre, who would fix it if the problem could have been caused by his poking around, then they'd fix it free of charge; otherwise I'd have to arrange and pay for a repair myself.
    Two weeks later I went back in to collect my repaired watch; the button was absolutely fine; I had a new pressure test certificate, all seemed great. The watch is rated to 30m; the manufacturer defines it as 'skin diving'; explained as anything without needing a wetsuit and scuba gear. I do nothing like this, hardly even swim, so bathing the kids and doing the dishes seems reasonable, yes? Think again. Just a few days later I woke up to discover the inside of the glass was steamed up. Into the other branch I went (not prepared to put up with another argument from the same assistant) and they sent it off again. After calling the service centre for me, they discovered there was a backlog of around 3 weeks, and they weren't prepared to give my watch any priority. Thoroughly annoyed at this, I followed up with an e-mail to their customer services who immediately bumped my watch up the list; and after some discussion I ensured that they would be checking it all over, particularly in light of the water leak, and guaranteeing it.
    Around a week later (the 1st July) I collected my watch once again, all seemed well, I had no issues with it steaming up etc. Great!
    NO!
    10th August; my 26th birthday no less (and the watch's 8th), baking a cake I set the countdown timer function for 35 minutes. Good job I noticed the wall clock 40mins later as the watch hadn't made a sound. After making sure the cake was OK and onto the cooling rack (priorities, obviously) I tried again, setting for 1min and watching for the finish; no beep. I tried the alarm function, again for 1 min in the future; no beep. Stopwatch; start, stop, reset... no beeps! Livid, I traipsed back to the store; the moment the assistant took the back off, there was the ceramic speaker; obviously corroded even to my eyes.
    So now they have it again; and once again I've emailed to follow it up. I sent the email over the weekend, so my minimum service expectation was at least a reply on Monday, some kind of acknowledgement; nope. I received, mid afternoon on Tuesday:

    Thank you for your email

    We will be back to you in due course

    Customer Care Team
    by Timpson


    I responded that 'due course' meant nothing, asking if my email had actually been read yet.

    Dear Mr Young
    I am looking into your complaint at the moment and will come back to you this afternoon.

    Regards
    by Timpson


    "This afternoon"... well I'd received nothing when I replied at 7pm, and still nothing (obviously) now I'm writing this at 10.

    My suggestion, just don't even set foot through their door, its not worth it. Doubt I'll even go back for a key cutting.

    Never argue with stupid people, they will drag you down to their level and then beat you with experience.
    - Mark Twain
    Arguing with idiots is like playing chess with a pigeon: no matter how good you are at chess, its just going to knock over the pieces and strut around like its victorious.
Page 3
    • grumpypiker
    • By grumpypiker 6th Jun 16, 11:25 PM
    • 1 Posts
    • 0 Thanks
    grumpypiker
    I took my wifes watch into timsons, never again, it needed a new strap that's all, he told me the winder knob was broke, I don't think so but cannot prove this, he said three weeks, ok, three weeks went by and in I went again, oh sorry forgot to order the strap, it will be another three weeks, three more weeks and he told me another twelve weeks, I felt like telling him to shove it where the sun don't shine but the watch cost over £400 so we will see what the come up with next.
    • DCFC79
    • By DCFC79 6th Jun 16, 11:32 PM
    • 30,282 Posts
    • 19,156 Thanks
    DCFC79
    I took my wifes watch into timsons, never again, it needed a new strap that's all, he told me the winder knob was broke, I don't think so but cannot prove this, he said three weeks, ok, three weeks went by and in I went again, oh sorry forgot to order the strap, it will be another three weeks, three more weeks and he told me another twelve weeks, I felt like telling him to shove it where the sun don't shine but the watch cost over £400 so we will see what the come up with next.
    Originally posted by grumpypiker
    Have you thought of writing to Timpsons ?

    Why did you not go to a local watch repairer eg 1 in a market or replace the strap yourself.
    Can people stop loaning money/being a guarator to family/friends, it rarely ends well and you lose out as your money is gone or you get shafted with being a guarantor.
    • grayme-m
    • By grayme-m 9th Jun 16, 10:14 PM
    • 1,341 Posts
    • 805 Thanks
    grayme-m
    FWIW, the wife purchased a lifetime battery for her watch and has been quite happy with the service.
    Toyota - 'Always a better way', avoid buying Toyota.
    • pappa golf
    • By pappa golf 10th Jun 16, 2:30 AM
    • 7,648 Posts
    • 7,900 Thanks
    pappa golf
    FWIW, the wife purchased a lifetime battery for her watch and has been quite happy with the service.
    Originally posted by grayme-m

    life time watch batteries are only available for the over 90 s at timpsons
    • paranoidandroid
    • By paranoidandroid 6th Oct 16, 10:06 PM
    • 4 Posts
    • 1 Thanks
    paranoidandroid
    I've just had a first class watch repair service from Timpsons!
    I had a very nice 25-year-old Citizen all-titanium quartz chronograph dress watch with day, 2x alarms, 24-hour dial with stopwatch & timer complications that had failed completely. One of the tiny hands had dropped off and all four buttons were impossible to depress. As it has some sentimental value for me I contacted Citizen who stated that the movement was obsolete and they couldn't repair it.

    So I thought if Citizen cannot repair it no one can, until a friend mentioned, to my surprise, Timpsons. Having nothing to lose, I entrusted it to the Timpsons booth at my local Tesco store despite the many disasterous comments made about Timpsons watch services mentioned in this forum.
    The Timpsons staff sent it off on the understanding that they may not be able to overhaul it; but 3 days later I was called to say they could repair the watch but due to the complications it would be £30 more and take a bit longer.

    Three weeks later (a few days ago) I picked up the watch and:
    * All buttons work.
    * All complications function.
    * It's keeping excellent time.
    * It looks like new (though it's no longer driven by a Citizen movement).
    And comes with a year's guarantee!

    The service I've just received from Timpsons has been first class and I am absolutely delighted.

    I very rarely add messages to forums but, as I was very nearly put off Timpsons by some of the messages here, I feel compelled to mention the high quality service I've enjoyed and I trust future prospective users receive the same.
    • Joe Horner
    • By Joe Horner 9th Oct 16, 8:37 PM
    • 4,141 Posts
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    Joe Horner
    Glad you got good service from them on that one. It's one of the problems with many of the maker's workshops that, if they can't guarantee that ALL possible parts will be available before starting they don't take the job on.

    In your case, refitting the hand is really minor (could have been done while you wait in most indies) and the pusher problem will have been dirt compacted under the pusher heads - it's inevitable over time. Strip he pushers (one circlip on each), clean, and reassemble with new seals and they're good as new
    • JBR*
    • By JBR* 27th Apr 17, 12:10 PM
    • 14 Posts
    • 4 Thanks
    JBR*
    I just came across this thread whilst searching for a (mechanical) watch cleaning service (no-one around here seems to do it), and thought I'd mention the problems I had with Timpsons.

    This would have been around the same time as the original post on the thread - coincidence?

    I have a Junghans radio controlled watch and needed a new battery fitting. I had previously sent it to the only approved contractor in the UK, Jon Vincent in Scotland, but thought that the charges with postage and insurance was becoming too expensive, so thought "Oh, it's only a battery; I'll go to Timpson's."

    I left it with them and upon collection found, when I got home, that none of the buttons worked. I decided the best course of action would be to call their head office. In all fairness they were very good, apologising and asking me to send the watch for repair to Jon Vincent and they would refund all postage/insurance charges and pay for any necessary repairs.

    As it happens, the whole movement was replaced as the Timpson's 'watch expert' had actually lost some parts. That would suggest that not only are they incompetent, but they don't even notice when parts are still lying about after 'repair'.

    I'm afraid that's not the end of the story. The watch company in Scotland returned the watch with some buttons still not functioning and it turned out that they had installed the movement upside down! And that's the Junghans approved contractor for the UK!

    Again, apologies and corrections made. Fortunately, it has worked properly since.

    Ever since then, I have replaced the battery myself without any problems. It seems that I can do what Timpsons 'experts' are incapable of doing!

    I'm afraid I can't do pressure testing or seal replacement, but fortunately there has been no steaming up or leakage. In any event, I would never use Timpsons again for anything to do with watches.
    • teddysmum
    • By teddysmum 27th Apr 17, 5:24 PM
    • 8,517 Posts
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    teddysmum
    Lot's of jewellers are now difficult about changing batteries in gold watches and want to charge a fortune to send them away.


    Goldsmiths wanted £20 several years ago, stating the sending away as their excuse, so I went to H Samuels the next few times, paying about £5 (/).


    At the end of last year, I went to Samuels, again, to be told that they now send away, too, with a large mark up.


    I saw a notice in the Timpson's kiosk, outside Tesco, advertising their on the spot service but decided against risking my watch with the teenager working there, especially as jewellers don't feel able to do the work.


    Luckily , I was chatting to a group of ladies, we mentioned watches and one recommended a small local , oldfashioned 'watchmender' type jeweller, who charges from £3 depending on the battery required.
    Last edited by teddysmum; 27-04-2017 at 5:34 PM.
    • happyandcontented
    • By happyandcontented 27th Apr 17, 5:32 PM
    • 828 Posts
    • 1,671 Thanks
    happyandcontented
    We could have written the OP, my husband had exactly the same problem. Lost count of the number of trips to the Kiosk by Tesco, sent to repair workshop, still didnt work. It must have been in and out 10 times before it had been rebuilt, so much for the "sentimental value" it had, not much of the original watch remains.

    No response to complaints, just a "free" shoe repair. Do not trust them with an expensive watch or the "lifetime guarantee" battery would be my advice.
    • Pollycat
    • By Pollycat 28th Apr 17, 8:43 AM
    • 18,319 Posts
    • 46,895 Thanks
    Pollycat
    My watches are either Citizen Eco-Drive or Seiko Solar so happily I don't need to take them anywhere for a replacement battery.
    • Joe Horner
    • By Joe Horner 28th Apr 17, 9:14 PM
    • 4,141 Posts
    • 3,626 Thanks
    Joe Horner
    Lot's of jewellers are now difficult about changing batteries in gold watches and want to charge a fortune to send them away.
    Originally posted by teddysmum
    The problem some places seem to have with gold watches is that quite a few of them (especially ladies models) are opened from the front by removing the glass and physically pulling the crown (winder) off so the whole movement and dial can drop out. It's not always obvious whether a watch is that type or the more traditional back opening type.

    The problem arises because, if you dig around on a front-opener trying to take the back off, you can cause pretty nasty marking - or even distortion - of the case. If you try to go in through the front of a back-opener you'll almost certainly break something. Either way, putting it right can get expensive and is bad for the customer experience.

    Most of the high street chains give their staff minimal (and I really do mean minimal!) training and it's far safer to teach them "if it's gold we send it away" than it is to teach them to spot the different types.

    Which is fine by me - both of the jewellers in town here now "send away" gold watches to me so it makes no odds which shop they're taken to
    • barbiedoll
    • By barbiedoll 29th Apr 17, 11:13 PM
    • 4,792 Posts
    • 13,174 Thanks
    barbiedoll
    Lot's of jewellers are now difficult about changing batteries in gold watches and want to charge a fortune to send them away.


    Goldsmiths wanted £20 several years ago, stating the sending away as their excuse, so I went to H Samuels the next few times, paying about £5 (/).


    At the end of last year, I went to Samuels, again, to be told that they now send away, too, with a large mark up.


    I saw a notice in the Timpson's kiosk, outside Tesco, advertising their on the spot service but decided against risking my watch with the teenager working there, especially as jewellers don't feel able to do the work.


    Luckily , I was chatting to a group of ladies, we mentioned watches and one recommended a small local , oldfashioned 'watchmender' type jeweller, who charges from £3 depending on the battery required.
    Originally posted by teddysmum
    Goldsmiths and Samuels aren't "jewellers"....they are shops which sell jewellery, which isn't really the same thing. Any more than selling car parts and accessories, makes Halfords a "garage"

    Timpsons are a shoe repair and key cutting franchise, why on earth would anyone even consider giving them a (presumably expensive) gold watch to repair?!!

    BIB: Yes....that's what jewellers do!
    "I may be many things but not being indiscreet isn't one of them"
    • Joe Horner
    • By Joe Horner 1st May 17, 2:13 PM
    • 4,141 Posts
    • 3,626 Thanks
    Joe Horner
    Goldsmiths and Samuels aren't "jewellers"....they are shops which sell jewellery, which isn't really the same thing.
    Originally posted by barbiedoll
    More than this, watch repairs aren't really what jewellers (even "proper" ones) are about. It's a specialised trade in itself.

    I do the odd ring resizing or polishing because I have the basic skills to do so as part of my trade but anything beyond that you'd want a specialist jeweller. Don't trust me to re-set your 5ct solitaire diamond or remodel your antique Tiffany necklace!

    Similarly, most jewellers can do a competent job of fitting straps or changing batteries on mainstream watches but anything beyond that....
    • codger
    • By codger 5th May 17, 4:40 PM
    • 1,448 Posts
    • 2,233 Thanks
    codger
    Timpson's isn't a conventional firm, as its founder / owner John Timpson repeatedly makes clear. It is an 'entrepreneurial' business, with each location operated by an 'entrepreneur' who profits, or loses, according to the site's turnover. Thus: the service -- and, more importantly, the ability -- of the provider at one Timpson's location may vary considerably from the calibre of service and ability at another.

    We don't use Timpson's for anything other than the occasional shoe repair and doorkey cutting. Watch batteries we certainly wouldn't purchase; they're not cheap anyway. We instead go to our local market hall (indoor) that's been there for many a long year, within which various stallholders offer everything from watch battery replacement to mobile phone unlocking. Etc etc.

    Unbeknownst to one such stallholder, we discovered that he was the man to whom the staff of major trinkets-and-clocks retailers (think Goldsmiths, think H. Samuel) in our town turn when a customer is daft enough to go back to them and ask for a watch to be cleaned, or have its battery changed.

    My wife has a Raymond Weill watch, much cherished, which Goldsmith's sent away every time it needed a new battery (every couple of years or so) at £30 a time. Once we discovered our little guy down the market, who said, with a grin, that he couldn't possibly comment on the 'commercial customers' he might deal with, we've let him change the battery every two years . . . at £3.50.

    My wife also has a Cartier watch from 1988, which finished up for too long in its box and. . . died. It was bought at Cartier, not Goldsmith's, but we took it into Goldsmith's anyway and asked if someone could have a look to see if it needed a new battery. Someone did, and reported that the battery had leaked inside. To their credit, they said we would need to send it back to Cartier. We didn't. And that was that.

    Some years later though, having discovered our little guy down the market, we remembered the defunct Cartier lying in its box in a drawer somewhere in the house. We asked him if he'd look at it. He did. Said he could see what was wrong with it -- I can't remember what, it was all very technical -- but that he simply didn't have the tools for so delicate a repair. However. . . he knew of a local jeweler (a 'proper' jeweller) in the city centre, who knew of a watchmaker / watch repairer (again, a 'proper' one) and recommended us to go there.

    We did. The jeweler took the watch in, sent it away to wherever this specialist watchmaker / repairer friend of his happened to be, and a fortnight later we had the Cartier back: cleaned, repaired, working perfectly again -- at last! --and guaranteed for 12 months. Cost? £47. (Likely cost at Cartier? I've no idea. Can only shudder.)

    Moral of the story, then: don't ever make the mistake of thinking that trinkets-and-clocks outfits like Samuels and Goldsmiths are jewellers, 'cos they're not. And don't think, either, that every Timpson location will have a resident watch expert: it won't.

    Try, instead, the middle route, which we did: cheap and cheerful though a watch battery stall may look in a traditional indoor market, you may well be confounded by the good old-fashioned genuine service you get -- and the value-for-money price you pay.
    • JBR*
    • By JBR* 8th May 17, 8:51 PM
    • 14 Posts
    • 4 Thanks
    JBR*
    Timpsons are a shoe repair and key cutting franchise, why on earth would anyone even consider giving them a (presumably expensive) gold watch to repair?!!
    Originally posted by barbiedoll
    I think the only thing I'd ever visit a Timpson store for would be a pair of shoe laces.

    And even then, I'd expect them to snap within a couple of weeks.
    • asifinholland
    • By asifinholland 31st May 17, 12:35 AM
    • 3 Posts
    • 0 Thanks
    asifinholland
    Timpson
    I've just had this same issue. I had my watch battery replaced a few weeks ago & I wore my watch out in the rain & now it's steamed up...I'm furious...even more so now I can see the seal is exposed. The shoddy workmanship...this could have only been done by a complete idiot or deliberately...I wish I could upload a picture here.
    Last edited by asifinholland; 31-05-2017 at 1:23 AM.
    • asifinholland
    • By asifinholland 31st May 17, 12:51 AM
    • 3 Posts
    • 0 Thanks
    asifinholland
    Timpson battery replacement lets in water.
    Hi,

    Please could you let me know how this worked out in court.....if I get this nonsense I'll be doing the same.

    They say this on the website.

    We can even replace the battery in your water-resistant watch. Every branch has a pressure tester enabling us to test your watch & guarantee that you can use it in water. For many watches this is done as a while-you-wait service.

    Thanks
    Last edited by asifinholland; 31-05-2017 at 1:20 AM.
    • ARandomMiser
    • By ARandomMiser 31st May 17, 6:49 AM
    • 1,679 Posts
    • 3,500 Thanks
    ARandomMiser
    I have used Timpsons on a couple of occasions to replace batteries in cheap day-to-day watches and have never had any problems (I usually use a local watchmaker who is cheaper but I have a lifetime battery replacement card for one of my watches with Timpsons).

    For my 'good' watch I send it away and it comes back fully serviced and looking like brand new - it is more expensive, but you get what you pay for.
    Last edited by ARandomMiser; 31-05-2017 at 9:06 AM.
    IITYYHTBMAD
    • MABLE
    • By MABLE 31st May 17, 7:59 AM
    • 3,327 Posts
    • 1,765 Thanks
    MABLE
    I usually just get a battery for £3 and put it in myself. Timpson wanted £10 and that was 2 years ago. Also wanted some yale keys cut and they wanted to charge about £4.50 each but a found a local trader who only charged £1.50. To me they are very expensive.
    • Robert James
    • By Robert James 14th Sep 17, 4:12 PM
    • 1 Posts
    • 1 Thanks
    Robert James
    oops Timson's do it again
    Oops Timsonís incompetence strikes again, just had a gentleman come in with his TISSOT T-Sport which had stopped initially he went into Timsonís for a new battery which they fitted after talking him into a lifetime battery change for £40

    After a few days he noticed it was losing time quite badly so he returned to Timsonís asking them to have a look, they proceeded to tell him it would need a new movement. After a quick phone call to myself he brought it in for me to look at and give an opinion, on removing the case back it was obvious what the problem was, wrong battery fitted so it was not making full contact as it moved around I fitted the correct size and all is well.

    Then the gentleman asked me to change the battery in his dive watch, again as soon as I removed the case back I noticed something wasnít quite right and asked who changed the battery last time to which he said Timsonís, I checked the technical details for the movement and again it had the wrong battery fitted.

    That is three wrong sized batteries fitted by these people which I have had to deal with in less than seven days.

    How do they get away with this sort of service, they should be ashamed of themselves, if they donít really care they shouldnít be doing it.
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