H Samuel Watch Repair

ab1982

Hi, hoping someone can give me some advice.

I bought a watch from a H Samuel store in Canterbury in May, quartz everyday one, a few weeks back it stopped. It was on display so assumed battery and took it in to my local Stockport store.

Store said it was the battery but they didnt have any of the right size in so would repair and send back to me.

A few days later I received a brand new watch but its different to the one I dropped off. I think its the same model but probably a later version. Hard to put my finger on all the differences as cant look at it next to my original one, a darker face, different numbering, patternt on the buttons, etc.

I dont want this one they sent me, I dont like it.

I have been intouch with their customer service to ask if they can locate my original watch, so far they seem to just be time wasting in the hope Ill get bored, which I am.

Id prefer a refund rather than keeping the replacement they have sent. Assuming they dont find my watch am I entitled to a refund? Or do I just have to lump it?

Thanks for any advice

NotRichAtAll

i would want my original watch back, its like handing in a rolex for repair and getting a timex back.
also any jewellers can replace a watch battery i used the local market stall last time. i live in canterbury so if you need any help let me know.

what make watch was it as quartz everyday brings no results on their website

ab1982

Thanks NotRich!

It was a Fossil one, not sure of model name as looking at their website it seems to be no longer stocked.

I think it is probably the same model as they have sent back but its obviously a slightly different version with a few little changes and I just don't like it as much. Ill keep it if I have to its not a bad watch per se but I don't think I am being unreasonable insisting they return the original one.

Joe_Horner

You're not being unreasonable.

There's a chance that there was a fault beyond the battery, and Fossil (along with several other brands) seem to be replacing rather than repairing when there's a problem now - with the Lorus and Pulsar brands, Seiko Corp even send a new watch if you want a new strap now! But they shouldn't have done that without letting you know.

As to Samuels not having a battery for it, I'm afraid that speaks volumes for their "repair" service. Nothing in the Fossil range uses unusual batteries, they're all in the top 4 or 5 most popular sizes available. As a watchmaker, I'd be out of business in very short order if I started running out of any of those!

photome

NotRichAtAll wrote: »

i would want my original watch back, its like handing in a rolex for repair and getting a timex back.
also any jewellers can replace a watch battery i used the local market stall last time. i live in canterbury so if you need any help let me know.

what make watch was it as quartz everyday brings no results on their website

Or handing a timex in and getting a Rolex back as we don't know what model was handed in or which model was returned

Op what is their explanation for returning a different watch

robatwork

Can I just suggest that you use an independent jeweller or watch specialist rather than this chain in future. You'll most likely find more skilled staff who have been there longer, and know their onions (and carats, and CR2032s)

ab1982

Hi phototome, no explination really. Just the customer service people emailing without much information. As i say im sure the watch is the same model, just updated and if possible id prefer either my old one or a refund.

Im pretty sure in hindsight that they booked it in for "warranty repair" which probably just means swap it, they just didnt tell me at the time.

Yes you can robatwork and thanks, whilst i know they are not really a proper jewler they are cheap and easy due to so many stores. We got wedding and engagement rings from them as got a lot more for our money.

Joe_Horner

ab1982 wrote: »

[...] they are cheap and easy due to so many stores.

You could be surprised how reasonable proper independent repairers can be compared to the "cheap" national chains where watches are concerned.

ab1982

Hello, H Samuel are ignoring my emails on this so not really sure what to do.

If I go to the retail ombudsman are they likely to rule in my favour?

Any suggestions or do I just ebay the watch they sent me and buy something I like?

Joe_Horner

That's a difficult one. Yes, they've screwed up in disposing of yours without you agreeing but they've also given redress (the new watch) to(presumably) the same value - in fact, technically a little more seeing as it's new and working.

TBH, I suspect that the best you could hope to get out of them is an apology now because they won't be able to return something that's probably been disposed of by now.

ab1982

Thanks Joe, I thought that might be the case. They haven't got back to me for nearly 2 weeks now so think they are just ignoring me. I raised a complaint on retail ombudsman online but guess like you say they will just say I have to keep the replacement. Lesson learned though, thanks for all the advice all.