Horology F.
Good start, terrible middle, happy end.
I purchased a brand beautiful new watch but discovered flaws when I received it. The seller offered to fix the problem immediately. It would have been better if the watch was flawless in the first place. I was told the watch was sent back to the manufacturer in Switzerland. Three months later I received the "fixed" watch but new set of flaws was introduced in the fix. Seller saw them immediately after I pointed them out. I do wish the seller examined the watch and resolved the problem before asking me to come in to pick up a flawed fix. For the second fix, the seller explained to me that they are a middle man between the authorized dealer and myself and I should take this problem up with the authorized dealer directly, since their profit margin was so low it was not worth for them to be involved and I would probably resolve it faster myself. From my point of view that is a terrible customer experience. As a customer, if I buy a watch from you that you guarantee, take care of the problem and make customer happy. This is just a good business practice 101. I followed up with the authorized dealer, who put me in touch with the authorized repair shop in US. Spent more money shipping the watch, waited another 3 months to get it back and finally I have my "new" watch. So yes, I'm happy with the watch now but would think twice about making another big purchase on the phone, given my experience. The seller never followed up to find out what happened to my watch.