Can you help me finally get my watch repaired?

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By Christopher Elliott

Dave Polini just wants his watch repaired. A national watch repair store, Watch Repairs USA, accepted it almost a year ago — and that’s the last time he saw it. Can we fix this problem?

Question

I need help! I sent my Tissot watch to Watch Repairs USA. I have used them previously for this same watch and they did a great job. But I’m having real trouble this time. I sent it to them last November and paid $240 for the repair and have not seen the watch since then.

I have several emails from their customer service department, but they are not giving me much information. I want my watch back.  Or I want them to send me my watch back along with all my money. Can you help? — Dave Polini, Newtown Square, Pa.

Answer

I’m sorry to hear about your problem. Watch Repairs USA should have fixed your Tissot months ago. And if it couldn’t, it should have at least let you know about the delay. You should not have needed to contact the Elliott Advocacy team to get your watch back from the repair shop.

I reviewed the correspondence between you and Watch Repairs USA, and it looks as if you didn’t get much information. I think you’re entitled to a better explanation.

I agree with your initial assessment. It seems this is a legit business, with lots of happy customers. It even adheres to a code that says, “I will not knowingly mislead, deceive or defraud the public,” and “I will not knowingly represent a timepiece to have been overhauled unless it has been properly cleaned and regulated.” Like you, I was surprised at first that you were having such a problem getting your watch back in functioning order. (Related: Amazon sent me a broken Apple Watch — twice. Now it won’t accept my return.)

But look closer at the disclosures. I checked out the company’s frequently asked questions. There’s one about having a watch repaired by a specific date. “Realistic expectations are important,” it notes. “So we will let you know if we cannot meet your specific time requirements.” (Here’s how to fix your own consumer problems.)

Then it adds, “An old saying in watch repair is ‘Good work takes time.'”

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Translation: It could take a while — and we’ll do our best to let you know how long it should take.

Why is this watch repair taking so long?

But how long is too long? The original estimate from the company was “approximately” three to six weeks. I would say this watch repair is way overdue.

After weeks turned into months, you started to take a closer look at Watch Repair USA. You discovered that it had numerous bad reviews online. It seems you were hardly the only one who was having a problem with the company. Always do your research on a business before you become a customer. Had you read all the new reviews for the company, you might have gone with another repair option.

I think following up with [email protected] or contacting the owner, Jack Ward, at [email protected], might have helped fix this problem faster.

I reached out to Watch Repair USA on your behalf. It contacted you and said it was having some trouble fitting the band of your Tissot and needed to send it back to the factory for repairs. It sent your watch to Tissot. You received the fixed watch and report that “all is good now.”

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Christopher Elliott

Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report, a news site for consumers, and Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website. You can also follow him on X, Facebook, and LinkedIn, or sign up for his daily newsletter. He is based in Panamá City.

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