H Samuals and Citizen watches

Discussion in 'General Chat' started by happynow, Jun 10, 2009.

  1. happynow

    happynow
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    Hi, this is just a way of venting my anger and warning you of the policies of The Citizen Watch Company.

    I took my watch into H Samuels 3 months ago to have a new glass fitted under their Premiercare insurance. It is now 3 months and I am still waiting for it's return. I have phoned several times with them promising "it will be ready next week". For the last 5 weeks I have had this response.

    I today phoned Citizen who make the watch asking why it takes so long to get a glass. Their answer " we only make replacements when their are enough people wanting them".
    In other words if I was the only one to want a new glass it could be YEARS before my watch would get repaired.

    So I'll avoid CITIZEN Watches in future and recommend you all do the same.

    This is not an old watch it is currently on sale at H. Samuels and other jewellers.
     
    Last edited: Jun 10, 2009
  2. nheather

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    How long have you had it?

    Did you pay for the PremierCare Service or is it a freebie that everyone gets?

    If you have not had it long and\or you paid for the PremierCare Service then I would march into H Samuels and demand a replacement or refund.

    If that is not successful I'd see your local CAB.

    And check the Insurance T&Cs - there must be something in their about a replacement in the situation where a repair cannot be made - in cases where repair cannot be made in a realistic time I would treat this as cannot be repaired - and I think the courts would agree with me.

    Cheers,

    Nigel
     
    Last edited: Jun 10, 2009
  3. Iccz

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    I'd change the line about avoid at all costs because the mods will come round and not be too pleased.

    You can say you'll never use them again etc, but telling people not to use them is against the rules :thumbsup:


    Otherwise as above, speak to the CAB for professional advice.
     
  4. IronGiant

    IronGiant
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    Correct. Could you make that alteration please Happynow? Just placing an "I'll" in front of the "avoid" will suffice,

    Thanks,

    Dave
     
    Last edited: Jun 10, 2009
  5. Phil57

    Phil57
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    Did you purchase the watch from the Citizen watch company?
    Who operates the Premier care insurance? Citizen or H Samuels?


    I suspect that the answers are the same, which is H Samuels.
    Your problem is with H Samuels, not Citizen.
    You must take the matter up with H Samuels, stand your ground, demand a replacement watch.
    Personally I would walk into the shop ten minutes before it closes for the day, be firm, be polite and refuse to leave until you are satisfied.
     
  6. Phil57

    Phil57
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    All good advice, but I would suggest that your first two lines are irrelevant.

    The watch was taken to H Samuels for repair under the shops Premier Care service which is I suspect is a post warranty service.
    Whether the service was 'paid' for or free with watch matters not.
     
  7. nheather

    nheather
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    Yes they are - just started writing and should have revisted those.

    Initially, I was thinking is it one of these 'free guarantees' that isn't worth the paper it's written on - very difficult to pursue as unfair if you've paid nothing.

    As an example - my laminate flooring has a free lifetime warranty against any sort of damage whether accidental, deliberate etc. - sounds great.

    When you read the small print you see that it is limited to providing the replacement piece of laminate - not the labour, repair, tools etc - and totally ignorring the fact that as the damage is in the middle of a tongue and grooved surface it's going to be a nightmare getting it out.

    Cheers,

    Nigel
     
  8. Phil57

    Phil57
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    Remember, nothing is free.
    You wouldn't expect to be able to walk into H Samuels, ask and get a 'free' Premier Care warranty/guarantee for a watch that you purchased for a fiver from Argos would you?
     
    Last edited: Jun 10, 2009
  9. happynow

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    The two year PremierCare insurance was bought at time of purchase of watch from H. Samuels.
    The Glass was badly scratched due to me falling.
    The insurance covers anything from accidental damage to theft.

    It states if it cannot be repaired, a replcement of equal value would be chosen at the discretion of the insurers.
    The watch was 13 months old when I took it to be repaired.

    All Citizen watches have a 5 year gurantee.
     
  10. signs

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    Milk was when i was in primary school :)
     
  11. IronGiant

    IronGiant
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    Thanks for the edit happynow :thumbsup:

    3 months without a watch is ridiculous. So the issue is H Samuel have the repair policy, but Citizen are in no hurry because it's not a warranty issue but a repair. They seem to be playing one off against the other with you as piggy in the middle. Pardon the pun, but I feel a call to Watchdog may be in order. I would certainly contact CAB to see what they consider a suitable wait would be before H Samuel have to replace it.

    Dave
     
  12. Phil57

    Phil57
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    Not quite, the tax payer paid for it!!.......;)
     
  13. nheather

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    One difficulty based on what I have subsequently read, is that PremierCare is a third party company not H Samuel.

    So it is not a H Samuel issue, nor a Citizen issue (because it is a guarantee or a warranty issue).

    It's an insurance issue and is therefore handled by the third party company behind PremierCare.

    Personally, I despise these insurance schemes, well the way they are sold anyway. Because you are made to think you will be dealing with a happy smiling reputable high street shop but actually you will be dealing with a faceless company that no-one has ever heard of and are difficult to contact (well to speak to someone of authority rather than the guy who man the help desks and take the incident details).

    Cheers,

    Nigel
     
  14. happynow

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    I complained to H.Samuels customer service on week 5, they apologised. On the 1st May I complained again their reply was as follows:
    "Enquiries have been made with the Bridgend branch, who have advised that initially, your watch was not forwarded to Citizen using your Premier Care Insurance and therefore, delayed the repair slightly".

    "However, we can confirm that Citizen are currently repairing your watch and have confirmed that it should return, no later than the end of next week. We have asked the branch to contact you immediately, following its return to the branch".

    Week 7 still no watch. I complained again, they apologised again.
    On the 14th May I complained again. This time they offered me a £10 gift card. I told them I considered this an insult and told them I wanted my watch returned repaired or a replacement.
    The next I heard was a phone call left on my answering machine apologising yet again. I left it another week then phoned again, they said it would be definitely here today.

    I had a "courtesy" call from the shop today saying sorry but it won't be ready until next Wednesday.
     
  15. signs

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    But i wasn't paying tax when i was at primary school ,so it was free to me :)
     
  16. signs

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    That is a very poor service :(,do they sell anything in there shop for a tenner ?
     
  17. IronGiant

    IronGiant
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    Reply:

    Great news, because I will be contacting the Insurance Ombudsman on Friday if that is not the case.
     
  18. woundedDaisy

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    Ahhhhhhh i just called H Samuals about my ring i got for my 21st birthday they cant find it!!!!!!!!!!!!!!!!!!!!! My name doesnt come up my mums name doesnt come up my address my mums address.

    I put it in for repair nearly 4 weeks ago!
     
  19. happynow

    happynow
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    I finaly got my watch back today after 13 weeks. No apology nothing. They are total waste of space. I would recommend you never take anything to H. Samuels for repair.
     

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