Rotary Watches - doubtful repairs practice

[hylotrupes]

I have a Rotary watch which had been very little used except for special occasions. Just outside the 12 months warranty a piece of the bracelet clip fell off making it impossible to remove the bracelet from my hand. I went to a Rotary outlet who kindly removed a link from the bracelet to 'get me out'.

I then reported the matter to the original vendor (a provincial specialist watch retailer). He was unable to obtain a replacement fastener for the bracelet and advised me to approach Rotary myself. I did this and they advised that they do not sell spare parts and I must send the watch to them for assessment and repair.

 

I did this and received a quotation to service the entire watch and replace the fastener at a cost of about a half of the original retail cost of the watch. The watch itself looked and worked like new so I did not require it to be serviced.

 

I requested that they simply replace the catch as I had requested which they did, they sent the watch back in a Jiffy envelope (not carefully boxed in bubble wrap as I had sent it!)

 

Looking at the watch it had stopped working. I took it to my local 'proper' watch repairer asking him to fit a new battery. The watch did not work even with a new battery and he said that the movement would need replacing.

 

Obviously it is now my word against the repairers but it seems an extraordinary coincidence that this new fault should occur in the post. My concern is that a technician may have 'sabotaged' the electronics when I refused to accept the repair quotation.

 

I contacted Rotary Sales office who referred me to the repair centre who said send the watch back again (adding extra postal costs to those I have already experienced with no firm prospect of resolution) possibly costing me more money on what is already seeming an expensive and regretted purchase. Their response did not appear contrite or helpful.

 

Is this a common situation or what hope do I have to bottom the issue out? I am minded to bin the watch rather than pursue the matter.

[MARTIN3030]

For them to return the watch without adequate packaging is unbelievable.

Since you cannot prove that there was any sabotage,then its not an option to pursue.

If the watch was working when you sent it to them,then maybe you have an arguement.

It is also reasonable to assume that the watch was working when they had it or they would have advised.

Out of interest how much is the watch worth ?

For a company of this calibre and having regard to the quality of their marque and prestige,this is very bad service.

The burden of proof falls upon you to show they were negligent.

I would consider writing a letter of complaint to them at their head office,and in particular drawing attention to the return packaging.

I would invite them to resolve the complaint and as a gesture of goodwill repair your timepiece.

You have nothing to lose by asking,they have reputation to lose by these stories appearing on the internet.

If you want help with a letter,just ask.

[hylotrupes]

Martin, many thanks for your quick and helpful response. The watch cost over £150 (not their dearest range I know!). Your fourth point is a good one, I hadn't thought about that as I knew the watch to be working perfectly when I sent it to them. It was only the bracelet that had a problem. My doubts about its condition as they dispatched it back to me make me wonder if that is why they chose to package it so simply.

 

As you say it is amazing how poor the customer care is from a brand that is promoted as prestige.

 

Perhaps I will return the watch to Head Office so they may be aware of my concerns of their repairs facility with a letter as you suggest.

[MARTIN3030]

Yes I think this is a good idea.

Make sure its trackable,and ask them to respond to you in writing-dont be tempted to offer email or telephone number.

£150 is expensive to me-I paid 8 quid for mine and would still be taking it back inside the guarantee period if it failed-but I am a northerner and we do these things here in bad times ha ha.

To be serious,I think if your letter is worded right,they will sort it.

Not sure if this thread is yet showing on a google search-if it is,my guess is they will definitely sort it.

Rotary-if you are reading,the CAG understands that things can go wrong now and again,what sets good companies apart,is those who offer the same aftersales support that mirrors the quality of the product itself.

We are never slow to recognise those businesses who value their customers with the same faith they have shown in buying their product from the outset.

[nicolawelch]

Rotary guarantees are 3 years, not 12 months. Therefore the faulty movement is still under guarantee. You could threaten to sue the retailer under SOGA. Rotary will then do the repair free.

[hylotrupes]

Thanks Nicola,

It is a sad day for such companies if they respond to legal threats only and not to customer grievance. Such an approach is not good for their brand as the image of quality and service will quickly become tarnished.

Frankly I feel I have wasted enough time on this already - more that the value of the item justifies.

 

My motivation in pursuing the matter with Rotary was as much to let them hear of a customers experience and understand their customers sense of grievance, as it was to get the defects rectified. Their response was so poor that I fear Rotary must actually be disinterested in customer satisfaction. I have seen no evidence that my complaint has risen upward through their organisation so it might be that they also have a cultural problem relating to such issues.

 

I once had a much lesser problem with piece of Japanese fishing tackle which i returned for repair (not under warranty). They identified the problem as being 'abnormal' and repaired it free of charge, returning the item almost the next day.

 

Needless to say I have great confidence in that brand, have bough numerous other items from their range and consistently recommend their products to others. What a difference between Daiwa and Rotary!

[nicolawelch]

Hylotrupes, you are not listening. The guarantee is 3 years. I expect you did not include the guarantee with the watch. If you can find your guarantee, they will replace the clasp and the movement, no charge. No guarantee means they will charge you, plus postage. Thats why the cost seems high. Its not Rotarys fault. Its yours for not having the guarantee, but you can also send the sales receipt that will confirm the watch is under 3 years old. Your post does say Rotary will repair the watch (maybe not contrite but certainly a step in the right direction). A broken watch is worthless, so send it back to them 2nd class and let them get on with it.

[David Hall]

You are certainly not alone with your experience. I bought a simple analogue Rotary watch costing £130 for every day use. Good reputation, good warranty etc. It stopped after 3 months. It was returned to them and had a new battery fitted. No charge.

 

13 months later it stopped again. Once more I returned it (with a copy of the original sales docket) asking whether they could advise why it had stopped. Was it another bad battery or an identifiable fault?

 

I received through the mail a quote for replacing the battery (around £20) and resealing the case (£85 approx). I telephoned their service centre to ask again - why had it stopped. They advised that the battery is only expected to last about 12 months! This is clearly ridiculous. I have other watches with batteries that have lasted years. Many high street jewellers won't touch these watches in case they damage the seal so they have to be sent back to Rotary who then fleece you for not only the battery but for resealing the case again. And it get's worse because as soon as the service is due (what on earth is there to do to a battery powered, sealed case watch?!) you must return it again and pay for the service including another resealing charge to maintain your warranty.

 

With their reputation for quality, if they can't guarantee trouble free service without further outlay for at least 5 years their lifetime warranty is worthless.

 

I asked them to send it back. And yes, mine came in a jiffy bag too. I advised my local jeweller that I wasn't concerned about the seal. I won't be swimming in a leather strapped watch. He change the battery for just £8. Rotary? Never again!

Edited August 13, 2013 by David Hall