I'm a fan of Timex , well , I was that is . My favorite 3-GMT T2P452 started to have a loss of time , I continued to monitor it and replaced the battery with a fresh battery but it continued to loose time , I accidentally noticed the seconds hand hung up at the 9-10 marker on occasion . So I sent the watch to Timex repair (not a warranty claim) $30 to Timex repair and mailed the watch . One month later , a beat up box arrived from the Philippines, poorly wrapped , inside my raped watch with paperwork. On that paperwork it states , no repair done , parts not available. Ok I get that , but on closer inspection , I see tape on the face , hmmm, to protect , no , it's to keep the mineral crystal that doesn't even fit in the face from falling out , mind you , I replaced that with a Sapphire , and it was gone , also the fresh battery was gone . Finger prints all over the watch , displaying disrespect towards the timepiece . I did receive a check back from Timex for $30 . I hope the crook who took the $75 sapphire gets their mojo whacked . I'm hugely disappointed , shame on the Timex repair shop and the thief employed by them .

First of all.. I am sorry for your loss... it is a great watch. I own both the 3GMT and the Three GMT. The 3 GMT happens to be my most precise quartz watch out of the Bulova Precisionist. It has been going strong since I purchase it almost 3 years ago.

It was dreaded news when we learned that Timex was stopping repairs here in the US.... I personally, would not send any watch that is I would consider valuable. What happened to you is just plain theft and as you call it, not showing respect to the time piece. I have one of those expedition Chronos that Timex no longer makes.... so when it stopped ticking after a battery replacement... I sent it to my friend @cayabo to see if the movement can be replaced rather than risking it sendintg to TX.

I would take the time to write or call Timex USA and explain what happened... They can probably work something out. Take pictures. Do you have a picture of the watch with the Sapphire crystal?

Three GMT by Wolfsatz, on Flickr

 

https://www.watchfreeks.com/#/topics/284378

I posted this when I did the upgrade a few years ago . Different forum . Yes I will be writing Timex .. sad thing is , the loose crystal isn't even the right size for the watch . Completely obvious and downright ignorant.

 

Sad part is , I enjoy wearing my Timex’s . But I also wear my Seiko GS and Rolex Milgauss, at least I can take comfort knowing that a service on them will be done with care and respect . I was inching towards purchasing two of the new Timex automatic’s out there , but now , no thanks . Even the new American Documents is no longer on my “get “ list . I’m curious on how Timex will explain this one when I get in touch with them .

 

By all means get in contact with Timex straightaway and post us with their response. Good luck.

 

I am not suprised.

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That’s garbage, man. Sorry to hear they did you that way; especially stealing your sapphire crystal. Hopefully they’ll treat you right when you advise them of the situation. There’s nothing worse than poor customer service.


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Re: Timex , disappointment, I'm crushed .

Timex needs to get out of the Philippines and bring their manufacturing and repair/service back to the United States where it belongs.

The great John Holmes wears a digital watch.

 

Timex customer is not good, you will be sent to a Indian call center good luck.

 

Bet that Timex farmed the job out and you paid the price. Let us know what they have to say for themselves.

 

You might have damaged the watch when you took it apart originally to replace the crystal.

 

Damaged , Absolutely not . I replaced the crystal the moment I got the watch . That was a few years back . I have the proper equipment and skills to do that basic service . The service Dept had no need to pop out the crystal to do their inspection of the movement . Poppy Cock on them . AND I didn't send it in for Warranty work , I just wanted my daily to be fixed . I will post up what transpired on this . I'm sure I won't be happy , but I'll reserve that for Timex to make my mind up .

 

Unfortunately you are right....use Timex for warranty issues only....I called about one only a few yrs old and out of warranty and got the same...parts not available anymore......that's why I stick to vintage Timex now...parts available for almost anything up to the early '90's.....cheers p

 

I would like to point out that damage doesn't always show up right away. Sometimes it's something very minor that works away on something over and over, for a long period of time. But if you have already taken the watch apart, then Timex may not have an obligation to repair it.

 

I replaced my brakes... and my engine blew up!

Say What?

 

Point taken , but once again I just wanted it repaired , not a warranty claim . So I would of Paid within reason of the repairs . Having a thief take what’s not theirs is downright wrong . That’s the point I’m getting at .

 

Point taken , but once again I just wanted it repaired , not a warranty claim . So I would of Paid within reason of the repairs . Having a thief take what's not theirs is downright wrong . That's the point I'm getting at .

I hope Timex is able to explain what happened to the sapphire crystal. Personally, having something stolen (within a reasonably low value) from me will bother me more vs having something discarded due to an established process or a mistake.

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Thing is that's the way it works today. Until it starts hit companies monetary in lost sales or outright lawsuits / complains to regulatory bodies we going to see outsourced customer support across the board.
I suggest to write to timex and explore something in consumer protection line.

Timex used to be good but that in the past. Today Citizen and Fossil are these with good repair/customer support.
Tissot became sour where i live 10 years ago.

With all empathy i have for your situation i can only suggest to write directly to them, call consumer protection and try social media posts without setting hopes high.

 

I agree with sending a letter to the CEO and other people in a high position at Timex. I haven't used their warranty or service department yet. I hope I never have to as I recall something in the paperwork or on their site that didn't seem right. It said something like if the watch is engraved don't send it in as you might not receive the exact watch back but a replacement. But returning someone's property should be common sense and not going out of their way.

I don't know how their customer service and service departments are setup. But hopefully with all these automatics coming out. There will be changes.

 

In some cases company sends back your old watch with replacement. But not always.
It was all powerful mantra you eliminate store front and don't have personnel thus it can be cheaper... right as far as i can see using post is not much different from having these people deliver and sort and pack things, it actually less environmentally friendly and eventually cost more than store front.
Same with service. Move to replace in house service with outsourced one is on the run since 2003. It's great business trend of same logic i.e. no store front and no people to manage. Send in ...
This was leading to outright drop in quality of service and frankly many people don't remember how it was.
I am also pretty sure there is small print like company not responsible for...
Also they not going to repair watch just replace. At Timex prices (even you paying for couriers) it's outright loosing money if you try to repair so of course original watch won't return to you.

 

It all looks very much as a part of the general scheme to discourage people from getting things repaired. We’re supposed to throw out and buy new at the first sign of trouble. Not a good policy for the world as a whole.

 

It all looks very much as a part of the general scheme to discourage people from getting things repaired. We're supposed to throw out and buy new at the first sign of trouble. Not a good policy for the world as a whole.

Not really just to "save" money.
If they wanted to discourage people they would of put prices like independent place which is equal or greater of said Timex.
Even now anything within 100$ MSRP not worth fixing at Timex prices.
50$ not worth sending within warranty claim.

 

I would probably try to go through a strongly worded email and if that doesn’t work give it to them through social media. It sometimes makes a bigger splash when you get critical mass complaining. Might be others who experienced things like you.

 

I would probably try to go through a strongly worded email and if that doesn't work give it to them through social media. It sometimes makes a bigger splash when you get critical mass complaining. Might be others who experienced things like you.

That option is only used by people who are too ignorant to be aware of the company policies, which the customer should be. Or people who dislike the company's policies. And I am pretty certain the OP voided his repair option when he modified the crystal. In that case, Timex would have no obligation to try to repair it, unfortunately.

 

I'm also pretty certain that watch warrantees do NOT cover broken crystals, since the watchmaker is not responsible for accidents. So, if a customer modifies the crystal he has essentially removed Timex from any further obligation.

To Timex, it appears that the customer repaired a broken crystal, then tried to *deceptively* send it in for repair of the movement.

We know that's not what *actually* happened, but that is essentially what occurred. So they actually did the right thing by including their "real" crystal, and not attempting to put it back together since they are under no obligation to. The customer broke the watch in an accident, and the only thing they could have done is replace it if he had bought a replacement option. They would have sent him a new "similar" watch, and they would have kept everything that he sent to them.

 

Why is everyone arguing about the warranty when the OP clearly stated the watch was sent in for repair.

 

Have you read the terms for the repair? Maybe you can inform the rest of the forum.

 

The bottom line is that even if Timex is under no obligation to make things right they should care enough about loyal customers to take care of them.. This is just another example of a company that shortsightedly views their bottom line over keeping customers happy. In the long run that is a bad business practice.

 

Re: Timex , disappointment, I'm crushed .



It's bad practice but most companies do not think in a long run.
Especially these who run them. Regardless of outcome execs get their bonuses even if company on a deathbed.

Sears execs been getting fat million worth bonuses prior to bankruptcy.
HP hired CEO who essentially ruined 2 billion worth of purchase of the Palm and technically made HP tablet/smartphone effort go to waste, made stock drop significantly by announcing they out of PC business... collected in excess of 14 millions severance pay and got out after 1 year!
Canadian Bombardier got 5 billions from government to keep it afloat after blunders in railroad and new regional jet business ventures and yes they paid 10s of millions in bonuses...
There is no carrot and stick system. Sticks are missing.

It's usually poster children like Elon Musk and Steve Jobs to show how companies should run and what it is to have visionary CEO but in reality it's not that good.

 

It’s a lot of mental gymnastics to convolute the replacement of a crystal with the repair of a movement when none of that was articulated through the repair process. It’s a ton of “black math” to consider it connected when Timex made no effort to communicate why/how any of the service/repair was done. The onus is on them, within reason, regardless of fine print that protects Timex from unauthorized repairs or modifications. Legalese isn’t an ironclad defense.

I’d escalate this, and argue that the lack of communication, succinctness and articulation is the real issue, since there are many more questions than answers in this process. Why can’t they repair the movement? What happened to the replacement crystal? Why is there is a service crystal that doesn’t fit? Why wasn’t there a replacement movement available for a common caliber? Why wasn’t I made aware of the further modifications being done to my watch? The stock answer of “because it’s an unauthorized modification” doesn’t begin to answer those actionable questions, which are much more germane to why the watch was sent in to begin with.

 

It's a lot of mental gymnastics to convolute the replacement of a crystal with the repair of a movement when none of that was articulated through the repair process. It's a ton of "black math" to consider it connected when Timex made no effort to communicate why/how any of the service/repair was done. The onus is on them, within reason, regardless of fine print that protects Timex from unauthorized repairs or modifications. Legalese isn't an ironclad defense.

I'd escalate this, and argue that the lack of communication, succinctness and articulation is the real issue, since there are many more questions than answers in this process. Why can't they repair the movement? What happened to the replacement crystal? Why is there is a service crystal that doesn't fit? Why wasn't there a replacement movement available for a common caliber? Why wasn't I made aware of the further modifications being done to my watch? The stock answer of "because it's an unauthorized modification" doesn't begin to answer those actionable questions, which are much more germane to why the watch was sent in to begin with.

That scared me and I'm not even part of timex or have anything to do with what happened to his watch.

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Re: Timex , disappointment, I'm crushed .

Watch returned as is is common sense in case of no repairs.
Thing is, Timex if all i understand correctly can't trace issue and all people from top to bottom may/will refuse what happened.
Corporate culture in many cases consists of denying mistakes. But that's irrelevant. That is not solution.
For what it worth instead of arguing about what may happen all it left for holidays to end and for issue to be escalated with Timex CS to real manager level. Posted policy clearly gives footing in this issue.
We should wait for OP to post about how it went.
It's not about who reads Timex policy in more comprehensive way among posters it's about OP's problem and frankly some very unfortunate thing some dude somewhere did to OP's watch.

 

I respect the differing opinions. I just disagree.

 

You sir... do not disagree.. You continue with the same flawed logic and making wrong assumptions.. in this case assuming that OP damaged the watch by replacing the crystal. Crystal and movement has nothing to do with each other, when replacing a crystal.. as you first remove the movement in order to swap the crystal.

Not hard at all!!!

Water Ingress by Wolfsatz, on Flickr

RiceaTimex by Wolfsatz, on Flickr

Ironman by Wolfsatz, on Flickr

Ohh wait.. I may have damage the brake line while doing this...

 

How can anyone even try to justify his watch not being returned at a minimum in the condition Timex received it? This thread amazes me.

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I think I’m now dumber for having read some of this thread. What the literal F? Let’s see if this is correct:

1. A guy sent a watch to Timex for non-warranty repair.

2. Parts weren’t available, so the watch wasn’t repaired.

3. Timex for some unexplained reason removed his sapphire crystal. (Which BTW is not necessary for any movement repair)

4. Timex stole his sapphire crystal and sent the watch back with a non-fitting mineral crystal taped in place.

5. Somehow Timex is authorized under corporate policy to steal a part that should have never been removed?

The decline of mankind’s reasoning and intelligence continues to amaze me.




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The decline of mankind's reasoning and intelligence continues to amaze me.

I would rather all of mankind not be judged based on ShockMister's posts.