Sent in my watch for repair as it was accepted by Jomashop, and it is the 10th month since they recieved my watch.
I purchased a watch for $1450 from Jomashop in March 2016. The watch started to malfunction in June, so I sent it into Jomashop in August as soon as I got back from my international trip.
Jomashop accepted to repair the watch and confirmed that it received the watch in September. After three months (December), I called Jomashop to find out about the repair status of my watch. The customer service representative said she will give me a call back about it after she finds out what is going on. After I never received a call for two weeks, I called in customer service again.
A different customer service representative person said the same thing again saying she will call me back for this issue. This occasion repeated four more times and it became February 2017. As the fifth customer service representative person said she will call me back, I insisted to wait on the phone until I find out about this issue. After waiting for 10-15 minutes on the phone, CS Manager Roee Adler picked up the phone.
He then told me wait on the phone so he can find out what is happening, so I waited another 6 minutes. He stated that the watch is in one of Jomashop’s repair house, which he will not confirm the location of, and said he does not know when the repair process will be done. He only said “I don’t know. It’s a watch.
Watches involve complicated mechanism, so I don’t know how long it will take.” Considering my watch is a quartz, not a grand complication, his answer seemed quite inappropriate and irresponsible. However, when I asked him if it is going to take a year or two more, he said it will be 2-3 weeks the most from that time on. I waited for 3 weeks and called back in and I was told that it is not done and he does not know when it will be done. I asked Roee Adler to return my watch back as it seemed like the watch will never be repaired.
However, he refused to return my watch because Jomashop is responsible of completely fixing the watch. I argued that I am asking for my own asset to be returned back to me, but he said it is stated in the warranty form that the watch is not to be returned by the customer’s will before Jomashop decides to return it. He claimed that the warranty form is provided when the watch is purchased, which was definitely not my case. I asked Roee Adler in a professional manner and in a calm tone to return my watch.
I also mentioned that I want to avoid causing any direct harm to Jomashop by contacting the FTC or going through a lawsuit as Roee Adler repetitively refused to return my watch back to me. Then Roee started yelling at me, giving a lecture about how to do business like a professional for the next 15 minutes. He also mentioned that in business, I must wait patiently instead of being hostile in order to get what I want and be respectful (which I did for the past six months while Jomashop customer service representatives did not respect me and ignored me). I am convinced now that Jomashop either lost or sold my watch as it refuses to provide any information about the repair status while also refusing to give it back to the owner.
As filing a complaint to the FTC will not do much solely, I am considering finding a lawsuit lawyer who is based in New York. As the asset value is not too high, it might not be economically efficient to sue Jomashop for this issue. I am going to check with Jomashop for the last time this August when I come back from abroad, and if it remains with its attitude, I am willing to make a sacrifice considering the time, stress, and watch that Jomashop has taken away from me. Despite that I insist to be independent most of the times, my family is in the top 50 richest families of a country that is in the top 10 GDP ranking while my father is ranked within the top 150.
Nonetheless, we are not the type of people who blow money off and get spoiled from inheritance. All my watches were bought with my own money that I earned from working. However, this time, my family was also upset about what Jomashop was doing, and asked to legally challenge Jomashop regardless of how much it will cost. I will see if I can get my watch back in August when I come back to the States.
By the way, it is legal to record a phone conversation in New York as long as one of the party agrees to have the conversation recorded, and that one person can be yourself. I have saved as much evidence as I could, and I recommend you doing so as well if you wish to seek for legal help.
Product or Service Mentioned: Jomashop Watch Repair.
Reason of review: Poor customer service.
Monetary Loss: $1450.
I didn't like: Customer rep roy, Dishonesty, Lack of customer service, Customer service was very unprofessional.