Faulty Watch 23 February at 3:22PM in Consumer Rights 9 replies 291 views

LudaMusser

Hi,

I bought a brand new Casio watch at the end of November from a very large online watch shop. I paid using PayPal on my credit card

I have never been able to wear the watch for more than a few minutes because the metal ‘clasp’ will release. I’ve tried adjusting it slightly but absolutely nothing I do makes any difference

I sent it back to the seller and after two weeks had to ask them for an update as I’d heard nothing. They looked in to it and then told me that Casio have said the watch needs a new strap. 

It’s a metal link strap and will cost £20. Casio have said that it’s not covered by their guarantee. I am expected to pay the £20.

It was the clasp that was faulty, not the strap. I’m told a whole new clasp and strap is required even though they are two separate items

Under the CRA 2015 I should be offered a repair or replacement. I’m being told that I need to pay, not only that but £20 for something that cost £30

The seller is useless. I have a chain of emails but it seems to be different people that reply. We go round in circles so I’ve opened a case with PayPal as of Friday. I will give the seller until Wednesday to respond and then make a claim

If I lose the case is there anything else I can do? Credit card protection itself is for items over £100. I could contact Casio I guess

I don’t understand why when a product is faulty I’m being asked to pay for the new part

Casio have also said the part isn’t covered under their ‘guarantee’. Nothing has been mentioned about ‘warranty’. I’m not sure what the difference is

The seller has been very unhelpful throughout

TIA

_shel

 Did you buy from Casio or someone else? 

Undervalued

Your legal rights are against the seller, not the maker / importer (unless of course you bought it direct from them).
Any guarantee / warranty (same thing really) the manufacturer / importer may offer is in addition to your basic legal rights. As such the guarantee / warranty can have any terms and conditions or limitations it likes. That might for example be limited to repairing the watch but not the strap?

So unless PayPal will do anything your only option is a legal claim against the seller.

born_again

Given you paid via Paypal then S75 is going to be declined by your card provider.

shaun_from_Africa

born_again said:

Given you paid via Paypal then S75 is going to be declined by your card provider.

Even if they paid directly to the retailer, a S75 claim still wouldn't be possible as the watch only cost £30.

LudaMusser

I bought the watch from an online shop, not Casio

The online shop is refusing to repair or replace the watch after being told by Casio that a new bracelet is required

The braclet wasn’t faulty, it was the clasp that was. I’m not prepared to spend £20 having something replaced, esp when it only cost £30

_shel

 Your argument is with the shop that sold it you not Casio 

Manxman_in_exile

Is it new or secondhand?  I ask because bracelets naturally fail over time owing to wear and tear.  Obviously you would not expect the bracelet on a new watch to be faulty but it's entirely possible that one on a secondhand watch could fail shortly after purchase.  If this is a "very large" online watch specialist*, I'm surprised they'd be arguing the toss over a fault with a new watch.  Whether it's covered by Casio's guarantee is irrelevant so far as your claim against the shop is concerned.

Are you sure the bracelet and clasp are separate and can be replaced separately?

*Who is it?  I buy watches regularly and want to know so as to avoid them

cajef

The clasp on the cheaper Casio watches can become loose, the clasp hooks onto a bar then folds down and a small tongue locks into a slot, I have found that the tongue can be gently bent slightly so that it locks more firmly in the slot.

LudaMusser

I’ve won my case so will be getting a PayPal refund