ComplaintsforCasio Canada Ltd

• Initial Complaint

  17/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Casio ******* watch from ****** in August 2022. It came with a 1-year warranty. In December 2022 it started to run slow so in January I changed the battery. When I took the back off the watch (required to change the battery) the hands fell off. When I contacted Casio (specifically *******@***********.com) they said this was not covered under the guarantee because it “damage is caused by a non-authorized service center changing the battery”. I think this is absurd as I am the owner of the watch. If me changing the battery voids the warranty and the watch runs out of battery power after 4 or 5 months, then the situation is ridiculous, and the 1-year warranty is meaningless. * ****** * ***** ** *** ******

  Business response

  01/03/2023

  ****** *** ******** ******** **** *** *** ***** ********

  Any unauthorized repair done to the product classifies as  misused or abused and not covered by warranty.

  Customer response

  01/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Casio is saying that changing the watch battery (which ran out after four months) voids the one year warranty. Even ********, they are avoiding saying that directly by not directly addressing my complaint but instead just repeating some line about "unauthorized repair" when no reasonable person would think changing a battery constitutes a repair. 

  
  Sincerely,
  
  ********* **********

  Business response

  03/03/2023

  We provide our ASC training, technical materials, proper diagnostic tools and original specific parts.
  An Unauthorized person doing repairs is lacking above all. In your case, they damaged your watch.
  The warranties usually cover workmanship or defects, but not improper installation or misuse. Be aware that most warranties will be void if you try to fix the problem yourself or have someone other than an authorized person try and repair your watch.

  Customer response

  06/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: replacing a battery on a watch (especially when the battery has stopped working in 4 months) does not constitute a repair.

  Why offer a 1-year warranty on a product that only lasts for 4 months?

  Sincerely,
  

  
  ********* **********

  Business response

  09/03/2023

  Damage due to tampered with the watch and not covered by warranty. Please read your warranty card.

  Customer response

  17/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: changing the battery which died in 4 months is clearly NOT "tampered with the watch". 
  
  Sincerely,
  
  ********* **********

  Business response

  22/03/2023

  Hands dislodged from the shaft due to unauthorized repair procedure.  We are not responsible if damage done by third party.

  Customer response

  24/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  *** ***** ********** ** * ***** ***** *** ***** ****** * ****** *** ** *** * ***** ** * ******** ** * ************ *** *** ** ***********

  As the buyer and owner of the watch I am not a third party, therefore, the reason that you are not honouring the warranty is incorrect.

  ***** **** ******** ** ******** ********** ** **** *****

  Sincerely,
  
  ********* **********

  Business response

  03/04/2023

  Please contact customer service at 1 800 *** **** and explain your case for special one time warranty consideration. 

  Normally, Any unauthorized repair done to the watch void warranty. 

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