Post by topcop54 on Jun 11, 2008 11:39:05 GMT -6
I wanted to share with the world my experiences with this company. This post will be a little long winded and I apologise in advance. Hopefully it will prevent others from experiencing the same thing.
First let me give a little background. I am a police officer and traditionally purchase only low end watches. I do this primarily because in my line of work watches dont last long. I was encourage to by an Elgin watch by a friend that worked for Sears. I was attracted to the titanium band because I felt it could stand up to most conditions. The Elgin brand and the high quality warranty were an attractive incentive. I purchased said watch and the Sears service plan. This was the first 'luxury' watch I have ever purchased.
Now, I am very pleased with the design of the watch and the band but I have had one consistent issue. The watch is allegedly rated for water depths of 150 feet (as stated in the manual and on the watch face). A few weeks after getting the watch I went to a water park. At the park I did nothing that would have cause any damage to the watch yet the face became fogged and was filled with condensation. I promptly returned to Sears and they returned the watch to the manufacturer for repair. After far to many weeks the watch was returned to me. Unfortunately the watch had mold growing on the inside, just to the right of the ten and eleven o'clock marks. This of course was totally unacceptable. I then returned the watch back to Sears who in turn returned the watch to the manufacturer. Again. And once again after weeks of being without my watch it was returned to me. The mold had been removed. That was the good news. The bad news was there were scrape marks indicating where the mold was simply scraped off. Very poor service in my opinion.
Now at this point I had owned the watch for months but had worn it for barely a week or two. Needless to say my opinion of the Elgin brand was not very high. I elected to keep the watch, scratches and all, instead of going without it for many more weeks. I was soon transferred to a location where there was not many opportunities for water recreation so my watch was not subjected to any water (other then showers) for a long time.
I have since moved again and now live adjacent to the Colorado river. A couple of weeks ago my family and I went to the river to swim. Once again my watch face filled with condensation and fogged. It has been approximately three years since the last incident so I had nearly forgotten what had happened. I contacted the M.Z. Berger & Company customer service to inform them of the poor history I had with the watch. To my surprise they responded.
I was contacted by a customer service representative who expressed her concern and offered to have the watch repaired again. The representative sent me a return box with no postage cost and told me she would have the watch promptly looked at and repaired.
A week and a half later I was told by that same representative that I was required to pay for shipping and repairs. She also told me that my watch was not "ideal for swimming." Strange statement considering the water resistant claim and the existence of a bezel ring (often used for diving). Needless to say I am frustrated that they would charge me for repairs and shipping. At no time was a cost even hinted at. In fact the opposite was implied.
This is not about money as I can easily afford to pay. It is about principle and integrity and quality customer care. All of witch it seems M.Z. Berger & Company are lacking.
First let me give a little background. I am a police officer and traditionally purchase only low end watches. I do this primarily because in my line of work watches dont last long. I was encourage to by an Elgin watch by a friend that worked for Sears. I was attracted to the titanium band because I felt it could stand up to most conditions. The Elgin brand and the high quality warranty were an attractive incentive. I purchased said watch and the Sears service plan. This was the first 'luxury' watch I have ever purchased.
Now, I am very pleased with the design of the watch and the band but I have had one consistent issue. The watch is allegedly rated for water depths of 150 feet (as stated in the manual and on the watch face). A few weeks after getting the watch I went to a water park. At the park I did nothing that would have cause any damage to the watch yet the face became fogged and was filled with condensation. I promptly returned to Sears and they returned the watch to the manufacturer for repair. After far to many weeks the watch was returned to me. Unfortunately the watch had mold growing on the inside, just to the right of the ten and eleven o'clock marks. This of course was totally unacceptable. I then returned the watch back to Sears who in turn returned the watch to the manufacturer. Again. And once again after weeks of being without my watch it was returned to me. The mold had been removed. That was the good news. The bad news was there were scrape marks indicating where the mold was simply scraped off. Very poor service in my opinion.
Now at this point I had owned the watch for months but had worn it for barely a week or two. Needless to say my opinion of the Elgin brand was not very high. I elected to keep the watch, scratches and all, instead of going without it for many more weeks. I was soon transferred to a location where there was not many opportunities for water recreation so my watch was not subjected to any water (other then showers) for a long time.
I have since moved again and now live adjacent to the Colorado river. A couple of weeks ago my family and I went to the river to swim. Once again my watch face filled with condensation and fogged. It has been approximately three years since the last incident so I had nearly forgotten what had happened. I contacted the M.Z. Berger & Company customer service to inform them of the poor history I had with the watch. To my surprise they responded.
I was contacted by a customer service representative who expressed her concern and offered to have the watch repaired again. The representative sent me a return box with no postage cost and told me she would have the watch promptly looked at and repaired.
A week and a half later I was told by that same representative that I was required to pay for shipping and repairs. She also told me that my watch was not "ideal for swimming." Strange statement considering the water resistant claim and the existence of a bezel ring (often used for diving). Needless to say I am frustrated that they would charge me for repairs and shipping. At no time was a cost even hinted at. In fact the opposite was implied.
This is not about money as I can easily afford to pay. It is about principle and integrity and quality customer care. All of witch it seems M.Z. Berger & Company are lacking.
