Rotary Watch - Broken

Just_tis

Good Afternoon

Am looking to see if anyone has any advice what to do about my husbands watch, it is less than 3 years old, only been worn a few times, is in absolute mint condition but has stopped working

The store we purchased it from have changed the battery but it still doesn't work.  The watch was sent by the shop to the repairs department as believed it was still under guarantee

The repairs department finally returned the watch to the shop, stating that the watch was, scratched and the glass was chipped.  The shop confirmed that the report was wrong and the watch was still in mint condition and wanted £188 to repair it and no longer under their guarantee

When the watch was purchased, being a Rotary watch, we expected it to last decades

I believe the watch is covered under the Consumer Rights Act 2015 as it doesn't come under SADFART

Their Customer Services dept. have now said they will no longer correspond with me

Any help on what I can do next

Thank you

DeathByFluffy

Why exactly did the customer service team say they wouldn't correspond with you? 
After 3 years they can insist you get a report stating the fault was inherent; ie always there (even if not obvious when the product was new) and without this they don't have to assist. 

Just_tis

Thank you, the watch is less than 3 years old, does the above still apply?

No reason for no longer replying to me, have asked for their complaints department, but no reply

Aylesbury_Duck

Just_tis said:

Thank you, the watch is less than 3 years old, does the above still apply?

No reason for no longer replying to me, have asked for their complaints department, but no reply

Yes.  After this much time, the onus is on you to show that there's an inherent fault that was present or inevitable at the time of purchase, rather than damage arising from a knock, drop, etc.

You'll need to get an independent jeweller or watchmaker to inspect it and give their verdict.  If they think it's an inherent problem, you go back to the retailer with that report and ask for a resolution as per your consumer rights.  They should either repair, replace or partially refund you.

DullGreyGuy

lorraineclarke said:

Am looking to see if anyone has any advice what to do about my husbands watch, it is less than 3 years old, only been worn a few times, is in absolute mint condition but has stopped working

The store we purchased it from have changed the battery but it still doesn't work.  The watch was sent by the shop to the repairs department as believed it was still under guarantee

The repairs department finally returned the watch to the shop, stating that the watch was, scratched and the glass was chipped.  The shop confirmed that the report was wrong and the watch was still in mint condition and wanted £188 to repair it and no longer under their guarantee

When the watch was purchased, being a Rotary watch, we expected it to last decades

I believe the watch is covered under the Consumer Rights Act 2015 as it doesn't come under SADFART

Their Customer Services dept. have now said they will no longer correspond with me

What's the store stating if the repair department is ignoring you? 

CRA does apply but once the item is over 6 months old it's technically up to you to prove it's an inherent problem and not your misuse/reasonable wear/failure to have services etc. How much was the watch? in a refund situation they'd be entitled to deduct the use received to date. 

LightFlare

How much was the watch ?

Depending on the purchase price, 3 years may be a reasonable life expectancy 

Just_tis

The watch was £330.00.  Rotary watches are promoted as lasting decades

Aylesbury_Duck

Just_tis said:

The watch was £330.00.  Rotary watches are promoted as lasting decades

Are they?  Where?  Their website advertises a 2+1 year warranty.  That's pretty mean if the watches are supposed to last decades.  I'm sure many of them do last decades, especially if properly serviced, but that's not the same as them being promoted for that longevity.  

However, I'd agree that three years for a £330 watch is unacceptable, so follow the advice I gave earlier and have it inspected.  If the fault is an inherent one, the cost of the inspection and report should be covered by the retailer.

daveyjp

But what is wrong with it?  As there isn't much to fail on a battery watch is it just dirty and needs a service?

born_again

How long was it stored without noticing that battery has expired?

DullGreyGuy

Aylesbury_Duck said:

Just_tis said:

The watch was £330.00.  Rotary watches are promoted as lasting decades

Are they?  Where?  Their website advertises a 2+1 year warranty.  That's pretty mean if the watches are supposed to last decades.  I'm sure many of them do last decades, especially if properly serviced, but that's not the same as them being promoted for that longevity.  

However, I'd agree that three years for a £330 watch is unacceptable, so follow the advice I gave earlier and have it inspected.  If the fault is an inherent one, the cost of the inspection and report should be covered by the retailer.

And yet for mechanical watches only worn occasionally they say should be serviced every 5-7 years despite the 2+1 warranty. Quartz they dont even contemplate a service need saying they battery will need changing every 2-3 years.