I think Timpsons have lost my watch - Advice please

doolallygal

Hi,
Sorry this is a bit of a long story, but here goes.

I took my husbands watch into Timpsons to be repaired as it needed a new glass face and a new strap. After 2 months and numerous phone calls I still don't have it. Here's the timeline;

29th June - took the watch in for repair, told 2 - 3 weeks. At this point I paid for the repairs as my mother in law would collect for and I didn't want her to have pay (£75).


15th July - Called as I hadn't heard anything, also I had been affected by the O2 blackout, and disn't know if they had tried to contact me. I was told the watch wasn't there, it must still be at Seiko being fixed. I said no worries, call me when it's back


23rd July - Called again as not heard anything, they said it was back from Seiko and needed some work doing in their store, and it should be done in a few days. I said not to worry, I'm going on holiday tomorrow, just call when it's done and I'll pop in.


7th August - Still no call so I rang back and spoke to a young lad who didn't know anything about it. I asked to speak to the Manager.
I spoke to the Manager who told me the watch was with their repair people and should be done in 10 - 14 days. I said that I would struggle to get into town now due to how long it had taken. He asked where I lived and said he would drop the watch at my house after it was fixed (very good service I thought).


22nd August - not heard anything after 2 weeks so called again, the person I spoke to was covering the store and didn't know anything, but the watch wasn't there, there was no paperwork relating to it so he didn't know where it was, but as he was only covering the store he didn't know. I was asked to call again the next day.


23rd August - Called as told, and what I was told shocked me - The watch had just arrived back from Seiko that morning (funny that, when the manager told me it was back 7th August), but they had only fixed the face, not the strap. The girl asked if I wanted to come and collect the watch as it was all packaged up - to which I told her that as I paid for the full repair, that is what I wanted (not unreasonable, I thought).

She then said that Sieko had not given any reason for not fixing the strap, but she could send it off on a 24 hour turnaround for them to fix the strap. she asked if that was what I wanted and I said yes.
She told me it should be back wed/thus and they would call me.

in all honestly I am absolutely convinced they have lost the watch, and I am going into town this weekend (pressuming I've not had a call from them - if I did it would be the first!!!!)
And I am going to ask them to see a paper trail if they don't have my watch, and proof of where it has been. Whenever I have spoken to someone, although I have been told the watch must still have been at seiko, they couldn't confirm that as they didn't seem to have any paperwork...?

If anyone has any tips of how to deal with them this weekend, as to be honest I am at the end of my tether with this.:mad: It feels like I am being lied to, and people are telling me what they want me to hear.

Where do I go from here if on Saturday they tell me the watch is still away?? How do I get them to prove where my watch is??

Sorry for the rant, I've just had enough!!

Dolallygal

chequeout

Timpsons lost my watch when I took it in for repairs, too. Apparently they send them to a repair centre and do not even use recorded delivery..... unbelievable.

Like you, there was lots of fobbing off etc and it became apparent that no-one in the store (Wimbledon in SW London) had the slightest idea what was going on with it.

They did eventually send me a cheque and the watch never turned up anywhere. My advice is to remain firm with them, let them know you won't take no for an answer and tell them you want a full refund. I have to say they sent the cheque very quicklyand I was impressed with this, but of course it isn't good enough as the watch is probably sentimental value etc.

Good luck!

doolallygal

Thanks chequeout.

I am so sure that they have lost it.

It is very sentimental, as it was bought for my husband by me for his birthday the first year we were together.

Not a cheap watch!

I think it is the lying that has upset me the most, this is why I'm going into the store, as they can't fob me off as easily if I'm there rather than at the end of a phone.

When they sent you a cheque, how much was it for in relation to the value of the watch?

I bought the watch over 8 years ago, but have no receipts, but think it was around the £280 mark.

Thanks

chequeout

If I remember correctly, Timpsons have a policy of only refunding up to £100 on the value of a lost watch.

HOWEVER when I dropped mine off into the store, the assistant asked me how much it was worth and I said £199 (which is what I paid for it) and he recorded this on the receipt. I therefore argued with their head office that they have accepted the value was £199 therefore they should refund this amount as they have admitted the value was £199.

When you took it in store they would have asked you how much it was worth (I assume) so hopefully you will have a receipt stating it is worth £280. If this is the case, argue they have admitted it is worth this amount and you ask for the full amount back, do not be fobbed off by their £100 "rule".

chequeout

Oh, by receipt, I mean the receipt they give you in Timpsons when you drop it off for repair - like you I didn't have the original receipt of purchase when I bought the watch, I had long-since thrown that away.

doolallygal

chequeout wrote: »

If I remember correctly, Timpsons have a policy of only refunding up to £100 on the value of a lost watch.

HOWEVER when I dropped mine off into the store, the assistant asked me how much it was worth and I said £199 (which is what I paid for it) and he recorded this on the receipt. I therefore argued with their head office that they have accepted the value was £199 therefore they should refund this amount as they have admitted the value was £199.

When you took it in store they would have asked you how much it was worth (I assume) so hopefully you will have a receipt stating it is worth £280. If this is the case, argue they have admitted it is worth this amount and you ask for the full amount back, do not be fobbed off by their £100 "rule".

Hmm, I don't think they asked me about the value when I dropped it off..

Slight update, I have called them again, as I have tried to find out the value by calling Seiko, and they said if I have the repair number from Timpsons Seiko should be able to tell me what's happened at their end.

against my better judgement I called
Timpsons, what I have just been told beggers belief...

The guy told me it is at their watch repair centre, where it has been since 29th June (when I took it in originally!!!)

They are going to find out some more and call me back...
Really, do I expect a call back...??
Will I be calling them back...???? YES!

Am slightly concerned about this £100 rule, although it may go in my favour if I have called Seiko about this?

I will have a hunt around and see if I still have the original box (sadly we moved house 8 months ago, so not sure where it may be...)

Thanks for all your advice - much appreciated

paddyrg

You could just go in, with a printed letter to hand over if needs be, stating they have 7 days to return your watch or you will be suing them for the value of a replacement. Head it 'letter before action', see what shakes out - either your watch or an offer of cash pronto.