To the OP, imho it seems as if you may have made an aggressive approach when YOU scratched your watch, I seen 3 posts from puretime offering to resolve the issue and your still going at them. I’ve scratched a lot of crystals that were 100% sapphire and the retailers i purchased from would definitely not be as accommodating as puretime is with you on this issue. It would be a lot different if it came to you scratched. again you did it yourself! Crystals are not that difficult to replace. I’m sure if you find a privately owned watch repair company they would do it for you for cheap. And then your problem is solved. I ruined my brand new datejust the other day replacing the hands, would it be fair if I emailed the TD and told them it was there responsibility to send me new hands because they weren’t made correctly? no. These middlemen TDS seem to try really hard to please us. The customer even though there on different continents and the shipping alone is a maze and a lot of work. So then asking you to help with shipping probably doesn’t even cover 1 of the peoples time that is involved with the whole process. Coming on here and looking for support and slandering a well know TD is a bad idea. You will get NO sympathy with that perspective. Good luck and I hope you get or got it worked out. It is a lot of money we spend on these products just enjoy what you have it’s a nice watch and I also agree it truly did add some character to the piece. Again wish you all the best and sending positive vibes your way.