I guess the main reason why I'm not sure about the other route is because its something I've not done before, and not to sure how to go about it. So if I decide to reject the ladies help and demand for a refund. I write the letter, give them 10 days to reply, and if they don't then I would start to make a claim here: https://www.moneyclaim.gov.uk/csmco2/index.jsp Is this the correct procedure? Also, if I was to go for the refund route, what do I do with the watch? At what point in time do I give the watch back?

Hi, thanks for all the replies guys, all advise has been duly noted. I will put the letter writing on hold (for a day or so) as I have a little development, and just want to weigh up all my options. (Update) I called up DM London Aftersales yesterday to ask for a head office complaints address. The lady I spoke to, I have to say was actually nice and helpful. She gave me the address, and even the person whom I should address my issue to. She then introduced herself as the aftersales manager and asked what the complaint concerned and whether she could be of any assisstance. I explained to her the whole situtation of the watch breaking twice, and my visit to the store yesterday. She then reiterated what the other manager said about having to send the watch in for an inspection, but she was more sympathetic. She stated that my case could be potentially embarassing for a major brand and that they would want it sorted. Anyway, she said she would contact U-Boat herself and find out why this has happened again; how is may be resolved and to discuss the nature of the previous repair. => She emailed me today and said she'd spoken to U-Boat, who have advised that the best solution is to send the watch in for inspection to determine whether it is a manufacturer's fault. She referred to my previous repair. Basically U-Boat did not note the repair as a manufacturer's fault. BUT she queried this... she said that the warranty only covers the movement to the watch, so why if it was not a manufacturer's fault did they fix it under warranty. They simply replied that different watches have different terms??! U-Boat said that if it proves to be a manufacturer's fault then the watch will be replaced, if otherwise they will advise another solution. Now this is what gets me. 100% I know it was not my fault, I paid £1100 for the watch and looked after it in the short time I had it (always put it back in the box when not worn). Secondly, after it was repaired, I was EXTRA careful with the crown when winding, setting date/time. I just GENTLY pulled the crown out two notches, but it just fell out with minimal pressure!! I cannot fathom the idea that this is not a manufacturer's fault and I could get the blame for it???! Ok so I'm in a dilemma now. Do I give the watch back to Selfridges to send back to U-Boat? If they said they would give me a NEW replacement, I may be prepared to settle for that as it's less hassles. But I'm worried they deny responsibility, and I do not want to be stuck with a faulty watch, even if it is repaired again. The lady I spoke to was sympathetic and helpful. She said if I give the watch to her she will personally chase it up with U-Boat and get it resolved asap. She also added that if U-Boat try to deny responsibility, she would argue on my behalf that a premium watch should not break twice in the space of 3 months and would help me push for a new replacement. But she said she can't do this unless I bring the watch back to her. So what do I do? My preference remedy is a refund, but I'm not 100% that I will succeed in this outcome. Should I give the watch back? since even if I were to write and demand for a refund, I'd have to eventually return it right? I'm going to call her tommorow and discuss in more detail her communication with U-Boat, and also what Selfridges can do for me.

(UPDATE) Went into Selfridges today and spoke to the floor manager. But in the end I didn't get anywhere. His general reply was a refund cannot be offered under any circumstance as it it against company policy. When I stated that I have rights under SOGA he just dismissed this and said traders also have rights. He was more concerned about their side, and said the watch had to be sent to back to the manufacturer who will then carry out tests to determine whether it is a manufacturing fault or whether it's accidental. But clearly the fault is recurring and so is a manufacturer's fault. He said that even if U-Boat accepted responsibility they cannot offer a refund, only a replacement or at best a credit note for 12months. His main concern was if he gave me a refund or credit note today, then there was a chance he would be left with a watch that cannot be sold if U-Boat denied responsibility, hence Selfridges would be out of pocket. I stated that this was none of my concern whatsoever and since I bought the watch in good faith I expected it to do its job. Even when it broke the first time, I gave them the chance to rectify and repair it, but obviously something has gone wrong, and I am not prepared to accept a faulty watch, nor am I prepared to accept a replacement as I've lost faith in the brand. A credit note is also unacceptable as there are no other watches I want for that price range. I then asked for an address to write to but he said even if I did that I would still get the same response, he even said that "if you were Gordon Brown, you would still get the same reply". We must have been talking/arguing for 45 minutes, and in the end he said there was nothing he could do for me until the watch was sent to U-Boat for inspection. I did not trust to leave the watch with them as they could just turn around and say it was my fault, so I said I will speak to Trading Standards before I decided what to do next. Not sure if I made the right decision but I left the shop with my watch. I called Trading Standards and they said if I want to request for refund I need to write them a letter. So to whom do I address this letter to? and what if they don't reply to my letter? Is my only option court action?

I had an issue here with Selfridges regarding a watch I had bought from them which broke less than a month later. (please see here for background info http://www.consumeractiongroup.co.uk/forum/general-consumer-issues/179233-selfridges-what-my-rights.html). Ok, well I gave them the benefit of the doubt, they had the watch sent to U-Boat UK and 6 weeks later it was repaired and I had it back. It seemed fine, I was told it had a new crown fitted. Anyway, this morning when I gently pulled the crown a notch to change the time, the crown just fell out from the watch case again. So to summarise, I paid £1100 for a watch which broke on me within a month. I took it back to Selfridges and asked for a refund, or new replacement but they said it was over the 14-day period and had to be sent off for repairs. It seemed like I had no choice and so had it sent off. Was without the watch for almost 6 weeks, and after having the watch back for about 2 weeks since repairs, the same problem has arisen with the crown. I got the watch on Novemeber 24th 2008, it broke on December 18th. Couldn't send it in until after the Christmas period on January 5th 2009. Got the watch back beginning of February and two and a bit weeks, it has popped again. What are my options? To be honest, I don't want it repaired again, I paid £1000+ for a watch, surely I shouldn't have to get it repaired a second time within the sapce of three months?! It's not just the hassle of having a broken watch, but the hassle of having to take the time to go into Central London and Selfridges. I will be going in today to speak to someone, and demand a refund or at the least a NEW replacement. In my opinion, this watch was faulty from day one.

Yes, would really appreciate that. Thanks. And also thanks to everyone else for their input, will take onboard all the points made. Well as things stand, I 'll wait till tommorow and see what U-Boat have to say about my email with the photographic attachment of the receipt. Meanwhile, I called Selfridges, and spoke to someone regarding my repair since I couldn't email them. When I asked why my warranty card wasn't sent to U-Boat with my watch, the person replied that there was no record of a warranty card. See this is where it becomes confusing, the letter I received yesterday stated that if I did not authorise the repair to the watch then it will be sent back to them and they would keep "the" £25 for admin costs...what £25??! I didn't pay £25 to them. I'm assuming that they charge £25 for those who don't have warranty. But I didn't pay £25, because I handed over my card and was covered by the manufacturer's warranty. But it seems that they are trying to imply that I didn't give them my warranty card...yet clearly they have misplaced it somehow:evil: The conversation ended with her saying she would chase it up with U-Boat and that the images should be sufficient enough to prove my purchase. Did not mention anything about where the card has gone, whether it would be replaced, or even an apology.

I went onto the Trading Standards website, then typed in my postcode to get my local office. Got the number and called it. The woman wasn't very helpful tbh and just told me to check that the warranty covers this type of repair. Which is a load of crap if you ask me, since the watch was faulty from the moment I bought it! Like I said, I tried to ask whether I could demand a replacement under SoGa and like I said, she just said because you've taken the repair option, it's not feasible, furthermore Selfridges also declined from the start this option. Anyway, I couldn't be bothered to argue with her as didn't see how it would help. As things stand, I have forwarded an image of the receipt for the watch to U-Boat, and awaiting confirmation that it will be fixed under warranty. As for Selfridges, I tried to email them regarding the situation, but the email returned failed. It appears the address they gave me on the letter is not valid (another let down:evil: how many more??!).

Thanks for the link Bookworm. I will have a read of it now. U-Boat just called me to say that they spoke to Selfridges, and apparently Selfridges do not have the guarantee card:evil: Yet I had given this to them when I gave them the watch, so obviously they have misplaced it and are trying to make me coudh up for their mistake. Have yet to call Selfridges up myself and speak to them personally though. Very angry with them atm.

Another update: I found out the problem. Basically I decided to call U-Boat directly and question why there was a charge, especially since I received an email stating there would be no charges. They found my details and my watch had been sent in...BUT without the guarantee card. Now at the time of handing in my watch I also gave Selfridges my guarantee card!! So I don't know what they've done with it and why it had not been sent in. This makes me angry because not only because of a damaged one month old watch, but due to their OWN mistakes, they are trying to charge ME for it!! The U-Boat staff was helpful, and said they will get in contact with Selfridges regarding this issue and call me back today. No doubt that had I not called U-Boat directly, Selfridges would have fobbed me off with "this work is not covered under the warranty terms" crap! Well guess I will just have to wait and see what will happen now. Will keep this thread updated.

Another update: I found out the problem. Basically I decided to call U-Boat directly and question why there was a charge, especially since I received an email stating there would be no charges. They found my details and my watch had been sent in...BUT without the guarantee card. Now at the time of handing in my watch I also gave Selfridges my guarantee card!! So I don't know what they've done with it and why it had not been sent in. This makes me angry because not only because of a damaged one month old watch, but due to their OWN mistakes, they are trying to charge ME for it!! The U-Boat staff was helpful, and said they will get in contact with Selfridges regarding this issue and call me back today. No doubt that had I not called U-Boat directly, Selfridges would have fobbed me off with "this work is not covered under the warranty terms" crap! Well guess I will just have to wait and see what will happen now. Will keep this thread updated.

Just a little update: I called my local trading standards just now to see where I stood with this, and they basically said that because I went through Selfridges and did not go directly to the manufacturer, I am liable for any charges. She asked whether I knew the terms of the warranty, to which I replied no. The U-Boat watch does not come with anything which states the terms of the warranty. Furthermore, when I asked whether I could get a replacement/refund or not, she said at this moment in time, it was not possible because 1) Selfridges have already rejected this initially 2) I have already sent in my watch for a repair. Not looking good then. Any thoughts?

Hi all thanks for the replies. I will be visiting the store later today, and will try to speak to someone in charge and demand a replacement or refund and will see what they say, and if I have to bring in the SoGA. Scarletpimpernel: Yes the watch is sold by Selfridges, but under "DM Watches", the wonder room

Hi all, hope you can find the time to read through my story and shed a bit of advice on the matter. Ok, I bought a U-Boat watch from Selfrdiges, London in November 24th. The watch features a crown protector as it's a diving watch. But on 18th December, when I tried to unscrew the cap in order to get to the crown to wind up the watch, the whole crown and protector just started to unscrew from the watch caseand I couldn't unscrew the cap. Here's a pic for reference: http://www.jurawatches.co.uk/images/products/main/Classico-AS_044.jpg I emailed U-Boat and they said to send it in to get it repaired, and also stated that they would not charge as it was still under warranty. On Jan 5th, I took it back to Selfridges to be sent back. I initially complained and wanted a new one or a refund as I'd paid £1000 for the watch, had it less than a month and it had already broken. They said they couldn't refund or replace it because it was past the 14-day period. So it seemed I had no choice but to send it back to the manufacturer. Today I received a letter from Selfridges quoting me £105 for the repair of the watch, basically, it needs a new crown, and would take a further 3 weeks to repair. What are my rights? Firstly, I am not happy with the fact that I've paid £1000 for a watch and having it for less than a month (have only wore it 5-6 times) it has already become faulty. Surely the crown problem is a manufacturers fault. Fact of the matter is, the watch is more or less brand new and I don't see why I should accept a faulty-fixed watch back. I would like a brand new replacement, or even a refund, or at the very least, to not be liable for this £105 charge! I will go into the store tommorow to discuss this with the manager, but to be honest I don't think they will offer a replacement/refund. What rights do I have to argue my case with them? Thanks.

I had a similar problem too when I bought a lcd tv from amazon. I paid extra for next day delivery, but it never came. It didn't even come the day after! I emailed amazon, and they apologised and said the lcd was "mis-sorted" and ended up in the wrong depot. They did however refund the delivery charge, so I think, at the least this company should refund you £10!! So I would definetly email them asking for this.