h samuels/casio- won't replace faulty watch after 3 months

before_hollywood

hey guys, am really unpleasantly surprised, at the end of last year i spent quite a fair amount on a casio wave captor watch, nice peice of kit and not really an everyday purchase, and all was going well, until today

basically it lost 5 hours in less than 12 hours, and in my experience for a watch to do that due to what they think is ''probably the battery'' is in my eyes complete rubbish, my old watch got a flat battery and would lose time very gradually, 10 minutes a day and you would wind it back and same thing would happen next day, all was fine after a replacement battery for about 6 months and then it just broke completely in all fairness it was far from brilliant condition by then though.

i phoned them up and apparently repairs take up to 6 weeks trouble is for a 3 month old watch with a battery life quoted nearer 3 years that only gets very light use (alarm etc has never been used) to have any kind of problem frankly is unacceptable but the treatment from h samuels has been frankly apauling (much like my spelling ), i'm off now to the store to speak to the manager, lets see how far we get

before_hollywood

update- oh what fun, spoke to the assistant manager (as the assistant i spoke to on the phone was the only one free and she was very patronising) and she was even worse!!!!!!! watch had one tiny hairline scratch on the face and she kept implying that was the cause of the fault (i know for a fact it wasn't) and its been sent away (wish she could be sent away :rolleyes:) what a pair of patronising so and so's, i'm never going back to samuels lets put it that way

trisontana

I had the same experience with them and a Casio watch a couple of years ago. Mine was just a £15 "everyday" watch that stopped working after a few months. I knew it wasn't the battery because I had had it checked by somebody else.

When I took the watch back to the shop I asked could I exchange it under the Sales of Goods Act. They refused, saying that it had to go back to Casio. I pointed out that that was going to cost them more than £15 in labour and postage and why couldn't they just give me a new watch?
But no, it had to go back and I was without the watch for six weeks. When it finally came back it turned out it was faulty all along and so they finally gave me a new watch. So all that faffing around for nothing. It would have been cheaper just to give me a new watch in the first place.

superscaper

before_hollywood wrote: »

update- oh what fun, spoke to the assistant manager (as the assistant i spoke to on the phone was the only one free and she was very patronising) and she was even worse!!!!!!! watch had one tiny hairline scratch on the face and she kept implying that was the cause of the fault (i know for a fact it wasn't) and its been sent away (wish she could be sent away :rolleyes:) what a pair of patronising so and so's, i'm never going back to samuels lets put it that way

At least considering the age of the watch the onus is on them to prove the watch isn't faulty rather than you having to prove it is.

before_hollywood

superscaper wrote: »

At least considering the age of the watch the onus is on them to prove the watch isn't faulty rather than you having to prove it is.

that was the best bit, it had a 5mm hairline scratch on the face and that caused the problem apparently and all would have been fine had i spent another £10 on accidental damage cover- what use is that? i didn't break it, it broke itself

i'll buy my watches from bloody argos next time, then again maybe not

before_hollywood

time for an update- was sick of waiting so phoned them this morning, my watch arrived last week and they never phoned to tell me, same person i spoke to, as disinterested as ever.

went in store- wrong one :rolleyes: they blamed casio and phoned them, still refusing to refund or replace and they said they have to send it away again, the same assistant manager as before and same attitude problem as before (thats after i waited 20 minutes to be seen to), ended up going and coming back, now apparently to issue a replacement on casio's request there is a form, they have to have it sent to them, fill it out in store, send it back and then casio will send a replacement (dispite the fact the watch i have bought is available from the store and they are a casio dealer :rolleyes:), apparently that takes 1-2 weeks, so i am stuck with a 5 week wait and they have to give me what i wanted in the first place and not even an apology from the store