My experience with after sales service at PureTime:
I bought a watch in March 2021, I received the watch, all was looking very good!!! Unfortunately the watch felt down from my wrist and get broken because the wristband get released from the watch. I noticed that one barrette holding the watch to the wristband was shorter than the other one which is the reason why the watch felt. This was a small mistake when assembling the watch, no luck for me but this can happen... so no complain !
I have contacted PureTime and ask for warranty and repair, they told me to ship back the watch with the local post office. I did it but the package was returned by the custom 4 months later. PureTime told me try to fix it locally but none of the watchmaker could fix it. They said it was too much broken inside. PureTime told me to ship it a second time with same shipping company but unfortunately it was again returned by the custom 4 months later....
Then I have asked for replacement of the watch as I can't go through the custom... but they don't agree and they keep telling me that I must return the watch. So I went few days ago to the same national post office but now, they don't make anymore shipping to China because of Covid.... only companies like DHL, FedEx,... are doing it. I told that to PureTime but they said that I can only ship it with the local post office and no other company !
PureTime was always answering to all my emails with most of the time no consistency in their answer. I have the strong feeling that the final intention is not to help but they are trying to push me to drop the case.
The issue could be solved easily with a replacement of the watch but after 15 months I am still in the same position... so be careful when buying a watch, if you have any issues, it's actually very difficult to use the supposed "warranty" as it's looks like impossible to ship back...
I hope PureTime will take my issue into consideration with a realistic and quick solution. If anyone was in the same situation, I would be happy to know what solution you have found.
Thank you,
I bought a watch in March 2021, I received the watch, all was looking very good!!! Unfortunately the watch felt down from my wrist and get broken because the wristband get released from the watch. I noticed that one barrette holding the watch to the wristband was shorter than the other one which is the reason why the watch felt. This was a small mistake when assembling the watch, no luck for me but this can happen... so no complain !
I have contacted PureTime and ask for warranty and repair, they told me to ship back the watch with the local post office. I did it but the package was returned by the custom 4 months later. PureTime told me try to fix it locally but none of the watchmaker could fix it. They said it was too much broken inside. PureTime told me to ship it a second time with same shipping company but unfortunately it was again returned by the custom 4 months later....
Then I have asked for replacement of the watch as I can't go through the custom... but they don't agree and they keep telling me that I must return the watch. So I went few days ago to the same national post office but now, they don't make anymore shipping to China because of Covid.... only companies like DHL, FedEx,... are doing it. I told that to PureTime but they said that I can only ship it with the local post office and no other company !
PureTime was always answering to all my emails with most of the time no consistency in their answer. I have the strong feeling that the final intention is not to help but they are trying to push me to drop the case.
The issue could be solved easily with a replacement of the watch but after 15 months I am still in the same position... so be careful when buying a watch, if you have any issues, it's actually very difficult to use the supposed "warranty" as it's looks like impossible to ship back...
I hope PureTime will take my issue into consideration with a realistic and quick solution. If anyone was in the same situation, I would be happy to know what solution you have found.
Thank you,