New watch strap broke off which broke watch

prufrock

Hi there,

My partner ordered a new watch strap from high street jewelers. When my partner went in to pick up the watch strap they attached the strap to the watch face. My partner put the watch on when she got home and within 5 minutes the new strap came off from the watch face resulting in the watching falling and cracking on the ground.

The watch isn't mega bucks but maybe i paid £120 for it (i gave it her as a bday gift a few years ago). My partner has asked me to look into sorting this for her.

As I don't have a clue about consumer rights i was hoping someone here might be able to offer a little advice.

What would, if any, liability be on the shop that fitted the strap? Would any liability be on only the strap or on the watch face itself.

I would like ideally to know if anyone else has had something similar happen to them so that when I approach the retailer i can know whether i am getting a good resolution for my partner.

many thanks

agrinnall

For starters the shop can completely refuse to deal with you as it wasn't you that bought the strap.

I would say that they do have liability for the consequences of their actions. That would run to either a repair (probably replacement) of the face or the current value of the entire watch (not forgetting to get a refund for the strap too), but it might have to be your partner who asks for it. You're likely to have to provide proof of the original purchase cost and date.

prufrock

cheers for the advice, i agree my partner should do the asking. it is the research she has outsourced but she does want me there for support as she does not like confrontation.

Joe_Horner

Certainly if I or my partner fitted a strap and this happened - not that it would - I'd be repairing the watch and refunding on the strap as an apology.

To be fair to the shop, it's easy enough for a spring bar to catch up and not drop properly into the lug, but they're offering a service as professionals so should be aware of that and guard against it.0

The only other thing is if the spring bar is damaged. Same thing applies - any competent professional should spot that and replace it - we replace the bars as a matter of course with every strap for safety. But, if they didn't, then they may try to say that a damaged bar was snagged on something after she left the shop and try to deny liability.

prufrock

thanks for replying joe i feel i bit more hopeful that this may get resolved given what you have said. i will update after we have been to the shop!

prufrock

the shop have ordered a replacement watch FOC as the watch is beyond repair.

fortunately they stock the watch is another branch so it will be with us tomorrow.

thanks all again for your help

Joe_Horner

Thanks for the update, and great result

Nice to see that some retailers still take customer service seriously!

byjimini

Aww, that's very good service.

eskimo26

the shop have ordered a replacement watch FOC as the watch is beyond repair.

fortunately they stock the watch is another branch so it will be with us tomorrow.

thanks all again for your help

Can you name and shame this retailer who has so brazenly and disgracefully bucked the trend of poor customer service in the uk.

Always good to know who the winners are out there with customer services.

prufrock

haha, yes i should give credit to them for sorting everything out so pleasantly

it was the Witney branch of H. Samuels