[fmbp]

All,

I realize this is my first post here, but I can really use some advice. I suppose is not kosher to have a long, drawn-out, tale of woe as one’s first post, but please bear with me.

I purchased a new Tag Heuer Twin Time from a local AD in early January, 2017. I liked the watch, but shortly after bringing it home, I noticed that the GMT hand lagged behind the hour hand such that when the hour hand passed an hour marker, the GMT hand was still behind the hour. I hope this makes sense. In any case, I called the AD to discuss this issue, and they encouraged me to bring the watch in for service. I was finally able to get the watch in to the AD a week or so later. An actual point of fact, my wife dropped the watch off while I was at work. When my wife dropped the watch off at the AD, the salesperson who sold me the watch also worked with my wife. She indicated to my wife that if the AD were to open up the watch to adjust the GMT hand, that the watch is warranty would be voided. She stated that she would send the watch back to Tag Heuer. She reported to my wife that they would order a new watch to replace the watch that I had purchased. She called me that same day to provide the same information. She indicated, when we spoke over the phone, that Tag Heuer had this model of watch on backorder, and the watch would not be available for 3 to 4 weeks. I told her that this was fine, and I would await her call with an update.

One month passed without any news. I called AD to get an update. I learned from a person working at the service portion of the AD that they had sent my watch back to Tag Heuer, and had received my exact watch (same serial number) back in the shop in the meantime. However, when they received the watch back, there were hairs under the crystal. They again sent the watch back to Tag Heuer. All the while, there is apparently no information in their computerized notes that indicates that they were going to order a new watch for me. Additionally, the salesperson who sold me the watch and who helped my wife when the watch was dropped off for service, is now out on medical leave. The service employee assured me that she would speak to the manager, and get back to me. She never called. I called a couple of days later to try and get another update, but again got the run-around. I have since gone back and looked at the receipt and paperwork that were given to my wife when she dropped the watch off at the AD. Hand written on this receipt by the salesperson is a note that states “kept other watch here. Reordered new watch.” The receipt is signed by the salesperson. Another week has now gone by, and I have yet to hear anything from the AD.

So now, after my tale of woe, comes my question. How would you proceed? At this point, I have little faith in the AD. Frankly, I’m also a little turned off by Tag Heuer. I happen to live in the city in which other nice watch dealers exist. My inclination at this point is to try to get my money back from the original purchase, and take it elsewhere.

I appreciate any insight or thoughts you folks can provide.

 

[Stoshman]

You need to talk directly, face to face, with the store manager or owner and show your receipt. You're getting the run-around here. If you don't get satisfaction then, you need to demand a refund and go elsewhere.

 

[m0c021]

What the poodle with the pacifier said! (so adorable)

If they won't give a refund, then just dispute it with your credit company. Just make sure you have some proofs like a receipt of dropping off the watch, or a picture of that receipt with the salesman saying they would order you a new watch. The longer the wait, the worse the odds will be for you.

 

[fmbp]

Thank you both for your thoughts. I have receipts for the initial purchase, as well as the date that the watch was returned. I am planning to go to the AD on Saturday to speak directly to the manager. I plan to ask for a full refund. I will update this thread after I have the conversation.

 

[sticky]

You need to talk directly, face to face, with the store manager or owner and show your receipt. You're getting the run-around here. If you don't get satisfaction then, you need to demand a refund and go elsewhere.

^This. Stosh is 100% right you're getting the run around so stick to your guns. I'm no great lover of TAG (long story) but in fairness this could have happened to any brand of watch.

 

[Bigdaftboy]

Agreed, you need to speak to the manager, take any proof/receipts and ask for a refund and start looking at other brands.

 

[rfortson]

Return it, and never return to that Tourneau.

 

[fmbp]

Agreed, you need to speak to the manager, take any proof/receipts and ask for a refund and start looking at other brands.

This is what I am planning to do.

You've also highlighted to corollary question, which is: at which other watches should I be looking? Essentially, I'm looking for something that is understated, but has a bit of a sporty flair. I keep coming back to the Omega Aqua Terra, but this would be a big financial stretch for me at this point. Other watches that I've considered include Oris Big Crown Date, some of the Ball Engineer variants, Tudor (Heritage Ranger, North Flag, and Style models), some Baume et Mercier Clifton variants, etc. All of these are available locally. Online, I've looked closely at Sinn, Damasko, and many others. Ideally, I'd like to buy locally from an AD, although admittedly, this strategy didn't work out so well this time. I'm not opposed to a used watch in good condition.

My current collection includes: Seiko SKX013 on a nato, Hamilton Khaki Field auto on brown leather, and a Stowa Flieger Ikarus on black leather. As you can probably surmise, I'm not really a 'flashy' guy.

My (somewhat flexible criteria) include:
Stainless steel - silver case/band
ideally a black or gray face
would love a date window
Ideally 41 mm or less, unless it wears small
Roughly in the price range of the Tag

Additional thoughts? Thanks again!

 

[fmbp]

Ha! Incidentally, this is not a Tourneau store. I do get your drift, though.

FWIW, the AD that I noted above has excellent ratings on Google. I'd like to think that I've just 'fallen through the cracks,' but this has gone on too long.

 

[molarface]

The squeaky wheel gets the grease.

You have not been squeaking enough. get in there and talk to whoever is in charge - don't waste time.

You sound like a nice guy and rather nonconfrontational. They'll put you off as long as possible - you might forget, give up, or die. Once you walk out the door they forget about you.

Salesperson who greets you "Hello, can I help you?"
You; "I bought a defective watch from your store, you have had it over a month with no communication to me. I want my money back now."
Salesperson (Confused and frightened) " Uhh, uhh, uhh. Well. I'll need some information..."
You "I want to talk to your supervisor"
Salesperson (relieved) "I'll be right back"
Floor Supervisor ""Hello, can I help you?"
You "I bought a defective watch from your store, you have had it over a month with no communication to me. I want my money back now and your sales staff is stonewalling me."
Floor Supervisor "Well, I'm sure I can help you. First I'll need some information"
You "I want my money back or to talk to your supervisor"
Floor Supervisor (relieved) "I'll be right back"
Manager"Hello, is there something I can do for you?"
You "I bought a defective watch from your store, you have had it over a month with no communication to me. I want my money back now and your sales staff is stonewalling me."

And so on. You will either end up talking to the owner or, if is a chain, someone in authority on the phone.

Some useful hints;
1) Make it personal. "YOU sold ME a watch"
2) Impugn their integrity as a retailer "You sold me a DEFECTIVE watch"
3) Imply that they do not care about their customers "YOUR employees are stonewalling me."
4) Make it crystal clear how you want this resolved "I want my money back"
5) Tell them that you refuse to deal with people who don't have the authority to solve your problem.
6) Always do it with other customers in the store
7) Do not raise your voice, use foul language, or threaten anyone. By the same token, watch your body language - lean forward a tiny bit, look them in the eye and don't blink. That sort of stuff.

I worked retail for years. Took a few seminars in dealing with problem customers too (which, believe it or not you are, a customer with a problem. An unfortunate, but true characterization). Honestly, they can't have you demeaning their customer service with people on the verge of making a big sale standing 5 feet away. A salesperson just doesn't have the authority to say "Wow, that sucks! Here, let me get you your money now.". And likely as not the floor manager, if it's a particularly large sum - let's say a few grand. Your task is to get to someone who just wants to get rid of you. By repeatedly saying "I want my money back" you qualify each employee you speak to as incapable of dealing with you until you give that line to one with the authority, and then you make his job easier - he knows EXACTLY HOW to get rid of you.
You have to understand - their job is to keep your money. they will try everything to do so. But if it becomes apparent that you won't go away, take no for an answer, deal with underlings, and may possibly damage their reputation (which is very important to that kind of store) the best they can do is to minimize the damages done by giving you your money back. To a store "fair" is a place with rides and fast food, not a business motto.

 

[fmbp]

Thank you. This is helpful advice.

You are right, I am generally non-confrontational. I do, however, have a good appreciation of the body language stuff. I am a clinical psychologist. I plan to go to the store tomorrow morning and speak directly to the store manager. I'm not backing down on this one. The reality of the situation is that the AD has my money, and I have absolutely nothing to show for it but a receipt. I'm not terribly interested in wearing the receipt on my wrist, and frankly, the receipt doesn't do a very good job of telling the time.

 

[craigmorin4555]

Call your credit card company and charge it back that will open the AD'S
Eyes the burden to resolve will be on them and most importantly you won't be out the dough

 

[RainDog]

I'm not terribly interested in wearing the receipt on my wrist, and frankly, the receipt doesn't do a very good job of telling the time.

You should actually - at some point - raise your voice and say exactly this. From there depending on the response you can decide if you'll calm it down or not. Of course don't do something "stupid" like insulting or getting physical

My suggestion might seem bad to some and I respect that, however some (not all) ADs only understand this type of language. Not that I personally experienced it, but I heard from people that are older/wiser than myself. It is not only true in this industry of course.

I personally believe in talking calmly, putting arguments on the table, listening. However if your story had happened to me, I would have definitely changed my tactics... and not necessarily because I would choose that, but after weeks and weeks the thought of these people "playing" with me would start to pi** me off.

 

[fmbp]

Went to the AD this morning. A sales employee greeted me. I asked for the manager. I met with the manager, explained the saga in a straight-forward manner, and asked for my money back. He was understanding and quite apologetic. He credited the money back to my card. Done.

He also offered to credit my money to another purchase or "work with me" on something else. I suppose I could have gone that route. However, at this point, I feel like I'd rather spend my money elsewhere. So, now I've got money burning a hole in my pocket!

 

[UK humbug]

Excellent outcome!