ComplaintsforCitizen Watch Company of America, Inc.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent watch in for warranty battery replacement. Lied about watch condition. Trying to charge me over 300.00 to fix watch. Dishonest Estimate and description of watch!

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2021/10/19) */ Upon receipt of the watch, its condition was noted by the entry person as well as the evaluator. The customer's watch is 18 years old, and it appears to have been worn hard. As such, his contention that we were false in our description of the condition is inaccurate. There is significant wear on the bracelet, the bezel is worn and nicked and there are plenty of scratches on the *******. Also, per the customer's own letter he was requesting that we buff out the scratches on the *******. In addition, the watch was also received very dirty, and the push buttons as well as the bezel need to be cleaned. Due to the caked on dirt around the bezel, it no longer turns freely. With regard to the required repair, we did test the energy cell and attempted to recharge it; however, it is still not working, and will not set, and the hands are moving erratically. As such, the movement replacement is a necessity. As the watch is 13 years past the warranty period, any costs associated with the movement replacement will apply. Also, we advised the customer that we are unable to buff out scratches as per his request, so we have provided an estimate to replace the ******* as well. We have spoken with the customer and offered to work with him on the cost of the movement, but he demands that we only replace the energy cell at no cost. We have agreed to replace the energy cell for free; however, we have made it clear to the customer that his watch will still not be working, as the energy cell is not the problem, and is not what's needed to resolve any issues with the watch's functionality. Consumer Response /* (3000, 7, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) As can be seen from picture watch is in great condition for 18 years old.It is not all scratched up nor is the ******* ****** *** shows some glare from ****** Citizen has not replaced the battery so how can you tell the movement doesn't work. The battery is 18 years old and would no longer hold a charge is reason for warranty repair. Watch worked fine and kept good time but battery would not hold a charge. Citizen is like taking your car to a cheap mechanic. Your battery isn't bad its just 18 years old but you need a new ******* Added all kinds of charges that would be covered by warranty battery repair, like gasket replacement and water resistant test. Those would be normal for replacing the battery. They offered to take 60.00 off a 325.00 bill! You have to be kidding. I can buy a new watch for that and it wont be a citizen. Citizen is not taking care of its customers. Complaints are all over the internet about this. I guess people are not buying very many watches and they are trying to make money any way they can. Take care of your customers or you will not have any one buying your products. I have a letter to the presidetnt ******** in the works as well. Business Response /* (4000, 9, 2021/10/21) */ From the picture it is evident that there is wear and tear. However, any cosmetic wear is not related to the watch's functionality. Upon receipt, the evaluation team conducted a thorough examination of the timepiece and the watch will not set and its hands are moving erratically. This issue is not related to the energy cell, but is associated with the movement which is the internal mechanism or engine so to speak. If the engine is malfunctioning, the replacement of its battery will not resolve any functionality issues. With regard to the repair charges, in addition to the movement required, we provided an estimate for the ******* ************ as the customer requested the scratches be buffed out. As ******* scratches cannot be buffed out, the ******* would have to be replaced. In addition, there will be costs associated with the ******* as that is never a warranty item, as well as the labor and ******** ****** ******** and any ********** tax. If the customer elected to decline the replacement of the ******* and remove the cost to clean the watch, that would reduce his cost. However, the movement cost, gasket, labor, freight and tax costs would remain, as the watch is 13 years passed *** limited warranty period. In an effort to come to an agreement with the consumer, we did offer to reduce the cost of the movement and give it at wholesale cost, but that offer was declined. It was agreed upon to replace the energy cell at no cost, but we'd like to reiterate that the energy cell will not solve the issue of the watch not setting and the hands moving erratically.

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