goldsmiths Refused to replace a 5 month old faulty watch

Ganga

I cannot see a company like TAG not sorting this problem out,they are a top watch company ( judging on the prices of their products ) and will either repair to the original standard or replace.I wish i could justify spending that sort of money on a watch but its everyones choice what they do with their money ( the cost of maintenance and servicing is very high as has been said on another post in this forum )

naedanger

Dchs1 wrote: »

I received a reply from Goldsmiths saying that thier policy is to repair once and if the fault returns within the follow 6 months they replace or refund.
They also pointed me to the Retail ombudsman if I wasn't happy.
So now I will wait to find out what the fault is.

However, I also rang the Ombidsman just to ask that very question, under 6 months, repair, replace, refund Who's Choice is it, retailer or customer? He told me that it's now the customer and that a lot of retailers policies haven't yet caught up with the new rules.

Anyway I have learnt a valuable lesson, which is to check a retailers returns policy before making an expensive purchase and if I don't like what I see, don't buy.

Thank you everyone for your helpful comments everyone.

What the Ombudsman told you was wrong. The following is definitely worth a read (for the future):

http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange

vuvuzela

Dchs1 wrote: »

It's a mechanical fault, on the hour the hour hand is at the half hour position (ie between two numbers) the guy in the shop said he has never seen something like that before.

The guy in the shop clearly hasn't seen many watches before. It sounds like the hour hand (which as all the other hands is friction fit) has either slipped or the watch has taken a knock. Should be a quick fix for any competent watch repairer, including TAG to remove and replace them properly.

Ectophile

Don't assume that an organisation that have declared themselves to be the Retail Ombudsman are always right. They are not an organisation appointed by any government regulator.

Joe_Horner

Dchs1 wrote: »

It's a mechanical fault, on the hour the hour hand is at the half hour position (ie between two numbers) the guy in the shop said he has never seen something like that before.

If he's never seen that before then he must have been hired yesterday! It's one of the most common (usually) minor faults that I see on my bench.

The root cause can be an assembly (ie: inherent) fault or user damage (usually a knock) but it's almost always a quick and easy fix - often as simple as remove the hands and reset them in the correct places.

That's such a minor job (if you have the tools and skills) that I'll often do it "while you wait" for a donation in the RBL poppy on the counter and even offer a free coffee while I'm doing the pressure test afterwards

The bad news is that Tag being Tag (and the "experts") they're likely to blame it on misuse - most of the Swiss industry do and they're hard to argue with. But, if they insist that it's a chargeable repair, then it should be a minor charge (or goodwill).

If they try to tell you that "it's had a knock so it needs a full service plus new hands and / or dial" then get the watch back and get a second opinion off an independent!