Hi Eng,
You said in your email, "so far I have refrain from posting this on WUS to ask for opinions, as I believe it doesn't serve any purpose". I didn't want to react as if that was some sort of implied threat, but if it was meant to be, I'm sorry to see you've followed through on it.
As I said in our email exchange:
1. Of the four models we've made with screw-down crowns (Riccardo, Acionna, Spectre, and Orthos) - a total of 1551 pieces, the vast majority of which I personally inspected - it is very common for a crown to need some slight lateral pressure applied in order to return it to winding position. You are not the only customer to find this or ask me about it. You are the first one who wasn't willing to accept my assurance that it was normal, or accept my guidance on how to operate it. As I said, it frequently is just a matter of the crown needing to be broken in, but in any case, it is common, and doesn't affect operation. I've yet to have a single instance of the crown or stem failing because of it.
Since my word isn't good enough, here's a video taken by another customer, showing the crown behaving the same way, and him operating it exactly as I advised you to do (at about the 1:40-1:45 mark):
2. When my assurance wasn't good enough, and you insisted I was wrong, I went on to explain...because there is no defect with your watch, I was willing to accept the watch back under my company's 3-day "I just don't like it" return policy, but that would be at your shipping expense. Further, when someone returns a watch for something that is not a defect, I do NOT replace it, instead I simply issue a refund. My thinking is that if someone finds fault where there is none, they're going to find it no matter how many watches I send them, so it's better to just issue a refund and move on.
However, in your case, I said I was willing to make an exception to that policy, and I would replace it, SO LONG AS the watch was unworn, in the original packaging, all protective covers intact, etc. In other words, if you returned the watch AS NEW, at your own shipping expense, then I would accept it back, and I would pay the shipping costs to send a second watch to you - in AUSTRALIA - one which I hand-picked for you from the small amount of inventory I have here with me (and as I said, of the 6 pieces here, the first four I checked all had crowns with the identical feel).
Considering the way you handled our communications, and that you are on the opposite side of the planet, I felt the offer I made was a very reasonable accommodation, considering I was paying to ship a watch to you, twice, something that isn't cheap to do. I'm sad to see you obviously don't agree, and would rather handle this matter this way.
So...from the video you posted, it's clear you've removed the bracelet in order to install a NATO strap. As such, you've forced me to rescind my offer to make an exception to policy, because you've changed the conditions under which the offer was made. At this point, I'm forced to say the watch is now yours. But as I said in our email exchange, if the crown or stem happens to break during the warranty period, we'll have it fixed for you.
If I may offer some advice from the perspective of a business owner...I understand it's tempting to think the threat of making a complaint public will bend someone to your will, but it's not always the case, and never will be with me. We've all had disagreements after a transaction, but in my experience, if someone is responsive to your communications, is courteous, shows they understand the nature of your complaint and is willing to work with you to resolve it, it's generally best to work something out rather than try to force someone's hand by threatening (or attempting) a public spat.
Lastly, if a business has a policy, but offers to make an exception to it, that is not something they want disclosed publicly. Why bother having a policy if everyone expects you to break with it? You should just appreciate the exception being made in order to accommodate you, and recognize that the exception is the other party's effort to keep you happy. When you make a public disclosure about it, you make the business owner regret trying to help you, and make it harder for him to make that exception in the future for others.
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