Lifetime Guarantee query

pathtofreedom

Have you tried any other watch fixing shops to see if they could fix it? You would have to pay of course but if it has that much sentimental value maybe it is worth it?

bettyangel

Hi all, thanks for your replies. We've been back in contact with the store who aren't being much help and won't take the matter further for us with Rotary. We can contact Rotary ourselves to try and resolve this so I forsee some more back and forth with them now.

I think it's mostly frustrating that the store, who are handing this for us, have the watch reduced to a price within the amount we've been offered, but are just unwilling to facilitate any negotiations with Rotary on our behalf. I suppose this is where the lines get blurred between our initial contract with the store (which would come under consumer rights laws) and the Lifetime Guarantee, which Rotary cover.

Thanks also for the suggestion of taking it elsewhere to try and get it repaired, we hadn't thought about that. I suppose Rotary have advised that repairing it requires a new part, which they don't stock, but perhaps someone could tinker with it and see if they can get it running again. Although, whether we'd be able to get the watch back from Rotary is probably another matter for discussion with them...

Thank you all again for your responses, fingers crossed Rotary might be a little more receptive than the store we've been dealing with.

agrinnall

It would certainly be an option for you to cut Rotary out of the equation and deal just with the retailer. They can choose repair, replace or refund, but if repair is not a possibility that leaves them with replace (which they could do with the watch that's been identified) or refund (where there can make a reasonable deduction for the time owned, but on a watch with a lifetime guarantee you could argue that should be a small amount, and the refund may be enough for you to buy the other watch at the lower price, or without needing to pay as much as you would with Rotary).

bod1467

BUT ... it's not the shop that offers the Lifetime Guarantee, so they don't need to factor that into any refund offered.

agrinnall

bod1467 wrote: »

BUT ... it's not the shop that offers the Lifetime Guarantee, so they don't need to factor that into any refund offered.

But they do have to calculate their deduction fairly, and if the manufacturer expects the watch to last for many years then the proportionate deduction should be quite small.

unholyangel

agrinnall wrote: »

But they do have to calculate their deduction fairly, and if the manufacturer expects the watch to last for many years then the proportionate deduction should be quite small.

I think you're misunderstanding what their lifetime guarantee is.

It does not cover glass or leather straps. Damage that is the result of normal wear and tear, accidents and general poor care (including water damage where the crown wasn't secured correctly). Its also contingent on having it serviced with them once every 3 years.

Its not a guarantee saying the product will last a lifetime. Just guaranteeing the watch movement for the duration of the products lifespan.

agrinnall

unholyangel wrote: »

I think you're misunderstanding what their lifetime guarantee is.

It doesn't matter what the guarantee is, I think it's reasonable to assume that it is supposed to be a quality product with a long lifetime, and that the deduction for a relatively small number of years use should be proportionately small. If you disagree feel free to make the opposite case, but I think it could be worth approaching the retailer given the position Rotary have taken.

Joe_Horner

unholyangel wrote: »

[...] Just guaranteeing the watch movement for the duration of the products lifespan.

It's not even that. It's guaranteeing the movement for the service interval because they'll simply replace the movement on each service (cheaper than actually servicing). So, if you abide by their 3 yearly service requirement, the movement is never ore than 3 years old.

OP, do you have the model number to hand? Depending on model range Rotary use either Miyota (Citizen), Ronda or, occasionally, Hattori (Seiko group) movements and they may well be available from other sources / independents.

I stock some "factory fresh" movements that have been officially obsolete for 20 years or more "just in case" and any half-way decent independent will have the same so there's a fair chance of finding someone to help sort it.