Seiko Repair Service - Not Happy. Options?
Discussion
for my 21st my dad bought me a Seiko Kinetic Titanium watch. The reason being his father had bought him a Seiko for his 21st which was still going strong today.
After nine years mine started to lose time every other day when I woke up in the morning as it was no longer holding a charge. I should point out at this point it did its job okay, I just had to adjust the time every few days when I woke up but it at least worked. Google revealed it'd need a new internal battery / capacitor / whatever. I took it to the jewllers it was purchased from who promptly sent it to Seiko for a repair.
Two weeks later I received a quote of £130 for new parts and a service. I told them to go ahead with it.
Four weeks later I'd heard nothing so I phoned the jeweller yesterday to chase it up and they said it was "done" and when I checked the cost they confirmed it was £130.
So today I go to collect my watch only to find out it's not actually done at all. Seiko have sent it back with an accompanying letter saying it needs a new 'dial' and they no longer make these so they are unable to repair it. However, they would be happy to offer me a discount on a new watch. Now, why the flying f
k would I want discount on a new watch if in the event it breaks they will be unable to repair it? Why on earth would I want to drop money on another Seiko given this experience? That's not to mention a new watch will not make up for the fact this one was a gift for my 21st from my father.
To add further insult to injury, they sent my existing watch back in pieces! So now it's completely fking useless!
I am livid.
After nine years mine started to lose time every other day when I woke up in the morning as it was no longer holding a charge. I should point out at this point it did its job okay, I just had to adjust the time every few days when I woke up but it at least worked. Google revealed it'd need a new internal battery / capacitor / whatever. I took it to the jewllers it was purchased from who promptly sent it to Seiko for a repair.
Two weeks later I received a quote of £130 for new parts and a service. I told them to go ahead with it.
Four weeks later I'd heard nothing so I phoned the jeweller yesterday to chase it up and they said it was "done" and when I checked the cost they confirmed it was £130.
So today I go to collect my watch only to find out it's not actually done at all. Seiko have sent it back with an accompanying letter saying it needs a new 'dial' and they no longer make these so they are unable to repair it. However, they would be happy to offer me a discount on a new watch. Now, why the flying f
k would I want discount on a new watch if in the event it breaks they will be unable to repair it? Why on earth would I want to drop money on another Seiko given this experience? That's not to mention a new watch will not make up for the fact this one was a gift for my 21st from my father. To add further insult to injury, they sent my existing watch back in pieces! So now it's completely f
king useless!I am livid.
I did, they took the paperwork from me when I collected the watch. My mum has just had a watch repaired there and I know she has some receipts so I'll check what hers say but I'm pretty sure there are no T&Cs on them
ETA: It's not the jeweller who is responsible, it's Seiko themselves who have left it like this.
ETA: It's not the jeweller who is responsible, it's Seiko themselves who have left it like this.
Can't you find a Seiko trained watchsmith to just change out the capacitor/battery and not bother with the dial?
http://www.google.co.uk/webhp?sourceid=chrome-inst...
Appears to be quite a few.
http://www.google.co.uk/webhp?sourceid=chrome-inst...
Appears to be quite a few.
That's what I'm looking to do. I've sent out a few emails already. What do they mean by 'dial'? Are they referring to the face? Why would it need a new one of these? The face was fine when I sent it away, now when you try to change the day / date, the entire face moves around inside the case.
They never mentioned this originally, just said it was the battery, etc (a standard replacement, people on other forums even do it themselves). Then four weeks later suddenly the dial needs replacing? I can't help but think they buggered something up when attempting the original fix and now they're trying to wriggle out of it.
They never mentioned this originally, just said it was the battery, etc (a standard replacement, people on other forums even do it themselves). Then four weeks later suddenly the dial needs replacing? I can't help but think they buggered something up when attempting the original fix and now they're trying to wriggle out of it.
I'm pretty sure that your contract was with the jeweller. It was their decision to pass the job on to Seiko. Take it up with the shop, and let them deal with Seiko.
I can't see why the dial is now loose. Replacing the "capacitor" on a Kinetic is not much more difficult than replacing the battery in a normal quartz watch - unscrew the back, remove the rotor, and unscrew the clamp. Sounds to me like Seiko were going to do a full service (shouldn't really be necessary) and broke the dial feet when they took it apart.
A full service would explain why they wanted £130. Changing the rechargeable battery shouldn't cost more than £40.
I can't see why the dial is now loose. Replacing the "capacitor" on a Kinetic is not much more difficult than replacing the battery in a normal quartz watch - unscrew the back, remove the rotor, and unscrew the clamp. Sounds to me like Seiko were going to do a full service (shouldn't really be necessary) and broke the dial feet when they took it apart.
A full service would explain why they wanted £130. Changing the rechargeable battery shouldn't cost more than £40.
I'm pretty sure that your contract was with the jeweller. It was their decision to pass the job on to Seiko. Take it up with the shop, and let them deal with Seiko.
I can't see why the dial is now loose. Replacing the "capacitor" on a Kinetic is not much more difficult than replacing the battery in a normal quartz watch - unscrew the back, remove the rotor, and unscrew the clamp. Sounds to me like Seiko were going to do a full service (shouldn't really be necessary) and broke the dial feet when they took it apart.
A full service would explain why they wanted £130. Changing the rechargeable battery shouldn't cost more than £40.
I can't see why the dial is now loose. Replacing the "capacitor" on a Kinetic is not much more difficult than replacing the battery in a normal quartz watch - unscrew the back, remove the rotor, and unscrew the clamp. Sounds to me like Seiko were going to do a full service (shouldn't really be necessary) and broke the dial feet when they took it apart.
A full service would explain why they wanted £130. Changing the rechargeable battery shouldn't cost more than £40.
I've just looked carefully at the face. On the very edge of the face where it meets the case, just below the 34th minute is a small scratch / indentation that wasn't previously there where it looks like someone has slipped a precision screwdriver in and attempted to prise it out.
ETA: By 'dial feet' i assume you mean the little pegs as seen in the top corner on the back of this Seiko dial;
Yes, I imagine if they'd snapped one or more of those that would cause the issue I now have. I'd have more respect for them had they admitted what they'd done rather than try to cover it up.
ETA: By 'dial feet' i assume you mean the little pegs as seen in the top corner on the back of this Seiko dial;
Yes, I imagine if they'd snapped one or more of those that would cause the issue I now have. I'd have more respect for them had they admitted what they'd done rather than try to cover it up.
Edited by Oakey on Wednesday 28th March 17:30
Seiko Kinetic Titanium 5M63-0A60
Back of the case has the numbers; 110361 (think this refers to the date?)
Strap just says 'Titanium-G'
As you can see in the image, the face is now 'lopsided'. The day / date should line up with the crown, etc.
It's not limited edition or anything, just that it was a gift from my father so it obviously has sentimental value.
Back of the case has the numbers; 110361 (think this refers to the date?)
Strap just says 'Titanium-G'
As you can see in the image, the face is now 'lopsided'. The day / date should line up with the crown, etc.
It's not limited edition or anything, just that it was a gift from my father so it obviously has sentimental value.
That's BS. Write a "disappointed" letter to Seiko and go back to the shop and throw a wobbly. Totally unacceptable regardless of cost of watch!
If it was me a £76 replacement would not be good enough, even if you could keep bits of the original! Its totally unacceptable to send it back to you in pieces as well. They basically broke it even more!
OP, you have a tonne of options, none of which are as satisfactory as getting Seiko to sort the mess out. I assume you have lived without the watch ok enough for 4 weeks or so, I would be on Seiko's case to sort it out. Not good enough.
If you really cannot get them to sort it out then a local watch repairer should be able to do it easily, but I would not let Seiko off the hook. If I was the jeweller I probably would not have let you have it back until it was sorted. Terrible. I can understand why you are livid!
If it was me a £76 replacement would not be good enough, even if you could keep bits of the original! Its totally unacceptable to send it back to you in pieces as well. They basically broke it even more!
OP, you have a tonne of options, none of which are as satisfactory as getting Seiko to sort the mess out. I assume you have lived without the watch ok enough for 4 weeks or so, I would be on Seiko's case to sort it out. Not good enough.
If you really cannot get them to sort it out then a local watch repairer should be able to do it easily, but I would not let Seiko off the hook. If I was the jeweller I probably would not have let you have it back until it was sorted. Terrible. I can understand why you are livid!
I've emailed Seiko and they say they are 'looking in to it' and claim 'my satisfaction is important to them' so hopefully I'll have a better response tomorrow.
It's neither here nor there if Seiko no longer have any replacement dials, there wouldn't be need for one had they not broke it to begin with!
It's neither here nor there if Seiko no longer have any replacement dials, there wouldn't be need for one had they not broke it to begin with!
Sorry to say this, but you probably won't.
I had this happen to me some years back with a seiko watch that I received for a 21st present (similar reasoning to your father), it died 'beyond repair' after 7 years or so.
I received the same offer that you received (which is crap as you can find better deals from various e-tailers), various polite and snotty emails and phone calls got me nowhere and in the end I gave up.
I had this happen to me some years back with a seiko watch that I received for a 21st present (similar reasoning to your father), it died 'beyond repair' after 7 years or so.
I received the same offer that you received (which is crap as you can find better deals from various e-tailers), various polite and snotty emails and phone calls got me nowhere and in the end I gave up.
Here is Seikos reply;
Also, these appear to be something that a watch maker should be able to replace;
Seiko said:
Having checked the details find that the watch arrived here on the 15th February and we sent an estimate to the agent for a service on the same day.
At this point the watch had not been opened, only assessed.
We sent a reminder estimate on 7 March and the work was then proceeded on 12 March.
The watch was then passed to a technician who opened it to start the service.
Unfortunately it was then found that the dial feet were damaged – these are small tabs which are attached to the dial (face) and also fit into the movement (mechanism) – you cannot always tell that there is a problem with these until the watch is opened.
We then carried out a search for a new dial but this is no longer available so we were unable to complete the repair and the watch was despatched from here on 15 March back to the agent with a letter.
Your watch should certainly not have been returned without being put back together even if we were unable to repair it, please accept our apologies for this.
In order for us to re-assemble your watch and check further into your comments regarding damage to the dial, please return the watch to us either directly or via the agent if you prefer.
They're trying to say that it was discovered the dial feet were broken when they opened the watch for service. I don't believe this. I have a pretty firm grasp of physics. The dial face fits inside the metal case and is flush up to the edge of this case. Given there is no room for the dial to move, it would take one hell of a knock to shear the feet off. The only direction the face could realistically travel is up or down (and that would be difficult as the hands are in the way), there's no room for the face to move left, right, forwards or backwards. What they're suggesting is the watch has taken a knock and the feet have simply just fell off. Unlikely I think.At this point the watch had not been opened, only assessed.
We sent a reminder estimate on 7 March and the work was then proceeded on 12 March.
The watch was then passed to a technician who opened it to start the service.
Unfortunately it was then found that the dial feet were damaged – these are small tabs which are attached to the dial (face) and also fit into the movement (mechanism) – you cannot always tell that there is a problem with these until the watch is opened.
We then carried out a search for a new dial but this is no longer available so we were unable to complete the repair and the watch was despatched from here on 15 March back to the agent with a letter.
Your watch should certainly not have been returned without being put back together even if we were unable to repair it, please accept our apologies for this.
In order for us to re-assemble your watch and check further into your comments regarding damage to the dial, please return the watch to us either directly or via the agent if you prefer.
Also, these appear to be something that a watch maker should be able to replace;
Edited by Oakey on Thursday 29th March 12:06
I can't be of help to the OP but can relate to him...
I once sent a watch in to be repaired, it turned out there was only one place in the UK that the manufacturer recommended/authorised so I sent it to them. They said it needed a new movement, so I told them to go ahead and replace it. Then they wrote back to say the movement was no longer available (watch was 3 yrs old), so I contacted the mfr who said this was rubbish, they are readily available from us.. Got them to talk to each other and the repair started. Some weeks later, I'd heard nothing, so gave them a call. They said it was ready so I paid and they sent the watch back. They sent it unchanged with a new (wrong, different colour) movement in a little bag. Onto the mfr again, and they apologised and told me to send it back with a printout of their email. Some weeks later the watch comes back again, new movement fitted, but a shoddy job - the new face was marked, there was what looked like tobacco trapped between the glass and the case, and also a hair, which actually protruded from both sides of the glass (both outside the watch and under the glass). Unbelievable. Onto the mfr again and asked if I could send it to them (in Germany) and they agreed. Got the watch back a few days later looking perfect.
Sorry for the anecdotal hi-jack
. Maybe there should be a thread for watch repair horror stories...
I once sent a watch in to be repaired, it turned out there was only one place in the UK that the manufacturer recommended/authorised so I sent it to them. They said it needed a new movement, so I told them to go ahead and replace it. Then they wrote back to say the movement was no longer available (watch was 3 yrs old), so I contacted the mfr who said this was rubbish, they are readily available from us.. Got them to talk to each other and the repair started. Some weeks later, I'd heard nothing, so gave them a call. They said it was ready so I paid and they sent the watch back. They sent it unchanged with a new (wrong, different colour) movement in a little bag. Onto the mfr again, and they apologised and told me to send it back with a printout of their email. Some weeks later the watch comes back again, new movement fitted, but a shoddy job - the new face was marked, there was what looked like tobacco trapped between the glass and the case, and also a hair, which actually protruded from both sides of the glass (both outside the watch and under the glass). Unbelievable. Onto the mfr again and asked if I could send it to them (in Germany) and they agreed. Got the watch back a few days later looking perfect.
Sorry for the anecdotal hi-jack
. Maybe there should be a thread for watch repair horror stories...Can anyone tell me about these two watches;
http://www.creationwatches.com/products/seiko-auto...
http://www.creationwatches.com/products/seiko-dive...
I must be insane to consider another Seiko but whilst Seiko umm and aah over what to do about the broken one I thought I might buy something new.
Nemesis; thanks for the offer and I will keep it in mind but I'm going to let Seiko deal with it for the time being, after all, the other poster was right. The dial wasn't broke until it came back from them so technically they should put it right.
http://www.creationwatches.com/products/seiko-auto...
http://www.creationwatches.com/products/seiko-dive...
I must be insane to consider another Seiko but whilst Seiko umm and aah over what to do about the broken one I thought I might buy something new.
Nemesis; thanks for the offer and I will keep it in mind but I'm going to let Seiko deal with it for the time being, after all, the other poster was right. The dial wasn't broke until it came back from them so technically they should put it right.
Oakey said:
Can anyone tell me about these two watches;
http://www.creationwatches.com/products/seiko-auto...
http://www.creationwatches.com/products/seiko-dive...
I must be insane to consider another Seiko but whilst Seiko umm and aah over what to do about the broken one I thought I might buy something new.
Nemesis; thanks for the offer and I will keep it in mind but I'm going to let Seiko deal with it for the time being, after all, the other poster was right. The dial wasn't broke until it came back from them so technically they should put it right.
Both nice watches, but they are automatic and won't keep as good time as your old Kinetic if that's important. Personally I prefer automatics and have a couple with the same movement as in the ones in your links. Both of those also have display backs so you can see the movement working away.http://www.creationwatches.com/products/seiko-auto...
http://www.creationwatches.com/products/seiko-dive...
I must be insane to consider another Seiko but whilst Seiko umm and aah over what to do about the broken one I thought I might buy something new.
Nemesis; thanks for the offer and I will keep it in mind but I'm going to let Seiko deal with it for the time being, after all, the other poster was right. The dial wasn't broke until it came back from them so technically they should put it right.
Simple answer: Mechanical watches "sweep", quartz watches nearly all "tick".
Automatic watches are mechanical, so they "sweep".
Kinetic watches are quartz, so they "tick".
To expand on this a bit, mechanical watches still tick, but the seconds hand moves several times each second (between 5 and 10, depending on the design of the movement), so you don't notice it.
There are a few quartz watches that "sweep", like the new Bulova/Citizen Precisionist, and the Seiko Spring Drive hybrid (automatic spring-wound, with quartz-controlled escapement).
Early electronic watches like the Bulova Accutron also ticked very fast, so they appeared to sweep.
I think that the Seiko Spring Drive is the only current watch that truly sweeps. The rest just appear to sweep, until you look very closely.
Automatic watches are mechanical, so they "sweep".
Kinetic watches are quartz, so they "tick".
To expand on this a bit, mechanical watches still tick, but the seconds hand moves several times each second (between 5 and 10, depending on the design of the movement), so you don't notice it.
There are a few quartz watches that "sweep", like the new Bulova/Citizen Precisionist, and the Seiko Spring Drive hybrid (automatic spring-wound, with quartz-controlled escapement).
Early electronic watches like the Bulova Accutron also ticked very fast, so they appeared to sweep.
I think that the Seiko Spring Drive is the only current watch that truly sweeps. The rest just appear to sweep, until you look very closely.
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