Watch Stopped Working Just Outside Repair Warranty
Discussion
I bought a watch made by a very well known Swiss watchmaker (who I will not name in accordance with PH naming and shaming rules) just over five years ago at a cost of £1,150. The watch had a 2 year guarantee and the service interval as recommended in the manual is 4-5 years.
The watch developed a fault after three years of ownership and I sent it to the manufacturer for a service at a cost of £200. The watch was returned with a 2 year guarantee. Two years and a month later, the watch began losing time. I wrote to the manufacturer expressing my concerns that it has failed prematurely. They asked me to submit it to them for inspection and after inspection by one of their technicians, the findings of the report are the lubricants are beginning to expire and a full maintenance service is required at a cost of £275.
I wrote again saying I do not expect to have to pay for this service; the average service interval at present is 2.5 years as opposed to the recommended 4-5 years. They replied saying they could offer a 25% discount 'as a gesture of goodwill'. I rang them and told them I was rejecting their offer and would like the watch back if they were unable to improve on the offer. I wrote a final snotty letter, this time addressed to the head of customer service personally.
The watch was returned and a few days later, I received a letter from his PA asking for the watch to be returned to them. I asked on the phone what they planned to do and I was informed the head of customer services would inspect it personally. I sent it back again; the watch has now stopped working completely.
I have received a letter today from his PA saying they cannot improve on the offer of 25%.
I do not plan on letting this drop. I am planning on taking it to an independent watchmaker for inspection and comment. I have been told by one watchmaker that it is generally a reliable timepiece and the lubricants used should not degrade after 2 years.
Can anybody advise:
The watch developed a fault after three years of ownership and I sent it to the manufacturer for a service at a cost of £200. The watch was returned with a 2 year guarantee. Two years and a month later, the watch began losing time. I wrote to the manufacturer expressing my concerns that it has failed prematurely. They asked me to submit it to them for inspection and after inspection by one of their technicians, the findings of the report are the lubricants are beginning to expire and a full maintenance service is required at a cost of £275.
I wrote again saying I do not expect to have to pay for this service; the average service interval at present is 2.5 years as opposed to the recommended 4-5 years. They replied saying they could offer a 25% discount 'as a gesture of goodwill'. I rang them and told them I was rejecting their offer and would like the watch back if they were unable to improve on the offer. I wrote a final snotty letter, this time addressed to the head of customer service personally.
The watch was returned and a few days later, I received a letter from his PA asking for the watch to be returned to them. I asked on the phone what they planned to do and I was informed the head of customer services would inspect it personally. I sent it back again; the watch has now stopped working completely.
I have received a letter today from his PA saying they cannot improve on the offer of 25%.
I do not plan on letting this drop. I am planning on taking it to an independent watchmaker for inspection and comment. I have been told by one watchmaker that it is generally a reliable timepiece and the lubricants used should not degrade after 2 years.
Can anybody advise:
- Would this be classed as not fit for purpose under the sale of goods act?
- Is there anything else I can do to to put pressure on them?
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