7 out of 7 people found this review helpful.
Horrible service from the manufacturer
Date of Review: Oct 20, 2005
The Bottom Line: Avoid Movado/ESQ products if possible. Bad service will leave you steaming in the end.
I received this watch as a gift. It's a great looking watch. I enjoyed it immensely for 40 days. Then the date broke. A day later before I had a chance to do anything with it the time broke. The only thing left working was the chronograph. So I sent it in for repair under the warranty.
Two weeks later I received it back (including ground shipping both ways). I was impressed by how quickly it was turned around. I was not impressed by the workmanship. The date and time now worked again. But the chronograph did not. So the only thing that was working was now broken. This is unacceptable.
I sent it back in for repair the next day. 4 weeks and probably 10 calls later I finally get my watch back. Only to see that it was in the same condition I sent it in. In addition I now notice there are tool marks on the face which is even worse.
I now send it back in for the 3rd time. I get promised callback after callback and received none. I was told I wasn't able to speak with a manager. After continuous complaints I was finally called back by a manager. She did the right thing in stating they would be replacing the watch. She stated it should take a 3-4 days to pull the watch from stock get it sized and in the mail. This was 9 business days ago. I'm still waiting on my watch. At this point the watch has either been in their hands or been in transit to/from them for twice as long as I have had it in my possession.
I understand that new things break sometimes. It's inevitable and I can fully accept it and go on without any complaints. The mark of a company however is in how they handle problems when they arise. This company (ESQ=Movado) has some of the poorest customer service I have ever experienced. They state that the long turn around is so that they can ensure quality yet I have not received any quality from their process on multiple occasions. Once is a mistake, 2 or more times is consistency. I have no doubt that they probably make a quality product and hopefully if you decide to buy one will never run into any issues. However cross you fingers because if you do have problems you will be in for the worst experience possible. I can assure you that I won't take that chance with this company again as there are other equally reputable brands out there.
