PT shipped my watch without resolving an open issue

[Ancaster]

My wife did not like how the black paint on the white bezel was overpainted on some numbers. Within 24h, we sent a reply and this was answered requesting clarification of the issue. We then sent another reply with attachments of their QC photos circling the problem in red. We had a feeling that this would occur with any replacement, so we asked (again) to switch it out with the same brand watch, but black numbers on black bezel, same price.

No reply. Got an email this morning it was shipped.
I understand the QC photos are big blowups, so I'm hoping the problem is not that noticeable when we get the watch.

I replied back asking what happened.
Now what?

Does that occur very often?

 

[Bonesey]

This needs to be in the dealer review section.

However if you feel this is a serious enough issue you can open a helpdesk ticket on this link.

http://www.lastplaneout.biz/helpdesk/

This is the helpdesk for the forum and if needed a moderator will help with your issue.

 

[Ancaster]

Sorry, my bad, wrong section.

Btw, our 2nd reply to them was within 2 hours, it's not like another 24h went by.
I don't think it needs to be escalated until we receive the watch. It's too late, it's been shipped. However, if the problem is very obvious, I wouldn't expect to pay to ship it back, should I?

 

[sub4me]

Maybe they fixed for you before shipping but yes if you need to return it your gonna have to pay shipping.

 

[wat44]

I disagree - it should not have been shipped. PT gets so many complaints, he must have crappy staff.

 

[sub4me]

wat, I totally agree with that.

 

[BADWIN BING]

Are we talking Pure or Precious here? PT could mean either.

 

[P4GTR]

Show us the QC pic. If there's an issue that can be solved on your end we might be able to start brainstorming it in advance.

 

[boostin20]

Show us the QC pic. If there's an issue that can be solved on your end we might be able to start brainstorming it in advance.

Great idea.

 

[arcadia]

 

[Strodda]

Are we talking Pure or Precious here? PT could mean either.

this, please.

I would like to know who to stay away from.

 

[Ancaster]

I think it boils down to customer satisfaction (CS). Happy buyer = repeat buyer and referrals. It's a rep, what do we expect? I understand imperfections like this are probably common, no problem. So my wife feels the black one will look more gen than the white, not sure why they didn't just switch it out after we identified the issue. After seeing QCs, we know now not to buy contrasting colors, it's not like we are going to nitpick every time we buy, lol.

Anyway, here's the QC. Disregard the circled "SWISS MADE". It's in the wrong spot, but the right spot on their stock photo, we don't care.
It's the overpaint on the 6 and 2, that's why she requested the black one instead (black numbers on black bezel). Granted the QC is huge, and it probably won't be distinguishable in real life. I guess we feel it's more the principle of CS.

QC

this, please.

I would like to know who to stay away from.

Pure. But I wouldn't say at this point stay away from them. Each case is individual. If people repeatedly have customer service issues, then yes, ranking goes down.

Maybe it's a communication problem. Maybe when we get it, it won't matter. Maybe if it does, they'll take care of us. I wouldn't prejudice them based on my sole thread.

 

[sub4me]

Look it all comes down to you the poster, if your not happy with it then your not happy. Now in the sellers defense these are reps and for sure there will be flaws and paint on bezels is a very common flaw, however PTs dealing have Not been very good as of late. I would stay away from that dealer, their very stubborn when dealing with customers complaints.

To just ship a watch after the customer says no is BS, you should not be forced to buy a watch you don't want. You always have the option to just refuse the package but getting your funds returned is probably gonna be a fight.

 

[Ancaster]

^^ I agree.
What you said about their recent dealings may be consistent evidence for others to beware.

 

[agfa421]

I never had any problems with Angus from puretime.
once one of my clasps broke and he sent a eeplacement to me.
did you already try to contact Angus personally?

 

[Ancaster]

We'll see. She might be ok with it.
If I need to, how do I contact Angus directly?

 

[goonx]

Which email have you been using? Check the PT dealer section - they should have it listed. The reason why QC pictures are there is so you can "accept" or "decline" the watch. they jumped the gun . Unless you said you accepted and then changed your mind. that's a bit messier.

When i ordered from Trevor asks if you "accept" the QC first before shipping. never say "i'm okay or I accept" if you're not 100% satisfied, take your time as they can always ship it later.

Found this: [email protected] good luck

 

[maleth]

This is very entertaining......Jezuz we are dealing with reps....Angus is very reasonable.

 

[revhrd]

That's odd Angus from what I read is very cs oriented. Granted I have yet to order from him, only because I am waiting on improvements on two models (AP V3.2 and to see what the JLC looks like from no QC pics). Post pics, remember macro shots are sometimes responsible for Cuban missile crisis when there's no need under naked eye view.

 

[P4GTR]

Yah, i'm not sure if thats much of an issue. Changing it out could land you a worse problem. I'd do a little fix it job on it myself, if it's even worth bothering with to begin with.