PrecisionTime.co.uk

Incorrect watch but excellent service.

My experience with Precision Time was very varied.

I ordered a Tissot Visodate watch, and as I had concerns about the delivery date - I used the online chat tool and received excellent communication which confirmed to me that my delivery date (over Easter) would be the Saturday which was perfect.

When Saturday came, the watch arrived as expected. However upon inspection, the watch wasn't a Tissot Visodate but a similar looking, and considerably cheaper Tissot Couturier. The serial number given on the warranty was a serial number for a Visodate, but the serial number on the back of the watch did not match. I was now suspicious, so I immediately wrote to Precision Time and asked for a refund and for them to arrange collection of the incorrect watch.

After this point, again the service was excellent. I received prompt communication from Precision Time and they arranged for the incorrect watch to be collected and my account was refunded within 3 working days. Unfortunately, at no point during these communications was I offered an apology or an explanation for what had happened. A similar looking but cheaper watch being delivered with a non-matching serial number is suspicious enough for me to not order from Precision Time again, and I do hope that this is not a regular occurrence. Fortunately pre and after sales were very good otherwise I would have given only 1 star.

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In response to the reply below, I dispute "The customer only asked for a return", and "We were not advised that there was a pick error until we received the watch back". Here is a copy of my correspondence which clearly states that I received the wrong watch.

'Hi,

I've just received my delivery for order number xxxxx. I had ordered and paid for a Tissot Visodate watch, however the item delivered is a Tissot Couturier with a serial number Txxx.xxx which does not match the serial number on the documentation or warranty enclosed.

As I am now returning to Germany where I work, could you please arrange for the item to be re-collected and refunded from the delivery address which is where my father lives?

I have sent a copy of this message to refund@precisiontime.co.uk (and received a delivery failure).

Kind Regards,
Alex Kelly'

To which I received the reply: -

'Hello,

Is you return the watch to us we will refund the postage back to your card or do yo want me to organise a pick up for you?

Are you looking for the watch to be exchanged for the correct watch?

Regards,

Dave
Precision Time Watches
Tel: +44 (0)800 862 0330 (9:30am - 5:30pm Monday to Friday)
www.precisiontime.co.uk'.

dinsdag 17 april 2012

Antwoord van Precision Time Ltd

The customer only asked for a return and refund which we obliged with no questions asked.

We were not advised that there was a pick error until we received the watch back. I believe the mistake was due to a picking error on our part for which we apologise due the the watches being very similar.

We have delivered thousands of watches without any problems. If the customer had advised us that an incorrect item had been delivered we would have arranged for an immediate dispatch of the correct watch and collect back the incorrect item at the same time.