Re: DOXA
Δημοσιεύτηκε: Τρί Απρ 25, 2017 8:39 am
Αγαπημένη και ιστορική η Doxa. Παραθέτω όμως μια ιστορία από το FB (συνοδεύεται με φωτο) για ένα 300 reissue που δείχνει (όσο και να έχουμε τη μια πλευρά της ιστορίας) ότι η εξυπηρέτηση πελατών της έχει θέμα αυτήν την περίοδο. Ο άνθρωπος κατά τη γνώμη μου από τα γραφόμενα είχε υπομονή και δεν είναι παράλογος στις απαιτήσεις του, οπότε πρέπει αυτά που γράφει να μην είναι υπερβολικά. Να γράψω επίσης ότι από κάτω στα σχόλια έχουν αναφέρει και άλλοι θέματα με την εταιρία και υπάρχουν αρκετές απαντήσεις ότι μας αρέσει η εταιρία, θα παίρναμε ρολόι από αυτή, αλλά τώρα όχι. Λίγο λογικό βέβαια, να απαντούν όσοι είναι δυσαρεστημένοι ή όσοι τους χτύπησε άσχημα η ιστορία και επηρεάστηκαν:
"Hi all, I'm new to the group but I was encouraged to share this story.
Got a story about my experience with Doxa over the last few months...
Back in January, I ordered a Doxa Sub300 Sharkhunter 50th anniversary model directly from Doxa. They were still producing the next batch at the time and I received it the first week of February. All was good for about 2 days until I noticed what appeared to be scratches and dust on the gloss dial. I thought they were just smudges on the crystal, but upon closer inspection they were clearly on the dial (I didn't include a picture as this issue is ultimately resolved as of the end of this post, but I will get into that later). No big deal, I just contacted Doxa and set up a repair request to have them clean it off. I sent the watch off on Feb. 10 and received it back at the end of Feb. Upon receipt of the watch I noticed that the dust had been removed from under the crystal but that the scratches on the dial were very much still present. Also, I noticed some scratches on my bracelet clasp and around the bezel (the bezel marks were hairline and not a huge deal). So, I contacted Doxa again and they said that they were sorry and that I could send it back to have them replace the dial and polish the scratches. Initially, I wasn't too excited about the idea of sending my watch back to Switzerland for another 2-3 weeks. I expressed my concerns with Doxa but ultimately decided to give them another shot. I sent the watch back at the beginning of March (around the 2nd or 3rd). Doxa promised to keep me in the loop and let me know what they would be doing to the watch in terms of repair. Doxa received my watch the next day. Over the course of the following 7 weeks, I was never contacted about what was going to happen with my watch or given a timeline. During those weeks, I emailed customer service once/week asking for an update or some kind of response as I wasn't given anything. Every email I sent was replied with "sorry for the wait, I will ask our technicians and get back to you." I received that response 6 times and was never given anything other than that. Last week, I decided I had had enough and I would tell them I was sick of not being given any info and wanted to know when I would actually get my watch back. I received yet another email with "I'm sorry for the delay, I will contact the head office and get back to you." That happened last wednesday, and I heard nothing until this morning when the watch unexpectedly showed up at my office. I was annoyed but was happy to have the watch back... I found that Doxa replaced my dial and and the bracelet clasp and they are now scratch fee; however, upon inspection I noticed some dirt/debris on the seconds hand that had previously not been present as well as some scratches on the caseback that also weren't present when I sent it to Doxa - the fleck on the seconds hand isn't big and it's not bad, but the fact is it wasn't present and can be seen since it's black/brown and the lume is pale green. The scratches in the caseback are also not a huge deal, but, again, they weren't present when I sent the watch to Doxa for the second time and were not caused from wear as I hadn't worn it long enough to cause them. Further, I had taken pictures of my watch before sending it back to Doxa for the second time for this very reason. I emailed Doxa today and expressed that I was still not happy with their care of my watch while it was in their possession. Doxa quickly replied that their watchmakers in their 30-40 years of experience have never and will never scratch a watch in their care, and, somehow, that the watches aren't touched by hand so it couldn't have happened at their shop and that I was likely the cause. In hopes of getting me to go away, I assume, they offered me a free strap as compensation for my time... I replied to Doxa and sent pictures of the before and after of the caseback to show that I had not caused the marks that now exist on the caseback as well as the dirt on the seconds hand... I am awaiting a response, if I ever get one.
"Truthfully, a good local watchmaker could clean up my caseback and probably remove the dirt on my seconds hand - but, at this point, I don't feel like I can sink any more time on repairing a watch that I only wore for 3 days when it was brand new and have spent the last 3+ months waiting for the watch to be returned to me. I honestly don't have that much of an issue with the wear, but the fact remains that I didn't cause it and Doxa is refusing to even consider taking responsibility for doing so. Needless to say, even if they watch were to come back to me from repair, from Doxa or a local watchmaker, I have such a bad taste in my mouth about how all of this has happened, I don't even want it anymore, and really don't want to have a Doxa anymore. The quality of the watch is definitely there, but I prefer to cause my own wear in a watch that I buy brand new for $2,000 and not from someone who is supposed to be fixing it.
I've attached a picture of the seconds hand (again, I know it's very small, but it is there now when it wasn't there before) as well as a before and after picture of the caseback. Sorry for the length of the post, but I wanted people to know about my experience with Doxa thus far. You may think I'm overreacting based on the actual amount of damage, and that's totally fine, we all would likely treat this situation differently, but it's more the principle of the matter as well as the time I've wasted waiting for Doxa to actually fill me in on anything and having them tell me, more or less, that I'm trying to blame them for the damage while the refuse to accept any kind of responsibility. I hope to hear back from Doxa, but I'm not holding my breath for any type of resolution at this point. I do feel it's fair to say I'm making too much of this, but I also feel I have some grounds."
"Hi all, I'm new to the group but I was encouraged to share this story.
Got a story about my experience with Doxa over the last few months...
Back in January, I ordered a Doxa Sub300 Sharkhunter 50th anniversary model directly from Doxa. They were still producing the next batch at the time and I received it the first week of February. All was good for about 2 days until I noticed what appeared to be scratches and dust on the gloss dial. I thought they were just smudges on the crystal, but upon closer inspection they were clearly on the dial (I didn't include a picture as this issue is ultimately resolved as of the end of this post, but I will get into that later). No big deal, I just contacted Doxa and set up a repair request to have them clean it off. I sent the watch off on Feb. 10 and received it back at the end of Feb. Upon receipt of the watch I noticed that the dust had been removed from under the crystal but that the scratches on the dial were very much still present. Also, I noticed some scratches on my bracelet clasp and around the bezel (the bezel marks were hairline and not a huge deal). So, I contacted Doxa again and they said that they were sorry and that I could send it back to have them replace the dial and polish the scratches. Initially, I wasn't too excited about the idea of sending my watch back to Switzerland for another 2-3 weeks. I expressed my concerns with Doxa but ultimately decided to give them another shot. I sent the watch back at the beginning of March (around the 2nd or 3rd). Doxa promised to keep me in the loop and let me know what they would be doing to the watch in terms of repair. Doxa received my watch the next day. Over the course of the following 7 weeks, I was never contacted about what was going to happen with my watch or given a timeline. During those weeks, I emailed customer service once/week asking for an update or some kind of response as I wasn't given anything. Every email I sent was replied with "sorry for the wait, I will ask our technicians and get back to you." I received that response 6 times and was never given anything other than that. Last week, I decided I had had enough and I would tell them I was sick of not being given any info and wanted to know when I would actually get my watch back. I received yet another email with "I'm sorry for the delay, I will contact the head office and get back to you." That happened last wednesday, and I heard nothing until this morning when the watch unexpectedly showed up at my office. I was annoyed but was happy to have the watch back... I found that Doxa replaced my dial and and the bracelet clasp and they are now scratch fee; however, upon inspection I noticed some dirt/debris on the seconds hand that had previously not been present as well as some scratches on the caseback that also weren't present when I sent it to Doxa - the fleck on the seconds hand isn't big and it's not bad, but the fact is it wasn't present and can be seen since it's black/brown and the lume is pale green. The scratches in the caseback are also not a huge deal, but, again, they weren't present when I sent the watch to Doxa for the second time and were not caused from wear as I hadn't worn it long enough to cause them. Further, I had taken pictures of my watch before sending it back to Doxa for the second time for this very reason. I emailed Doxa today and expressed that I was still not happy with their care of my watch while it was in their possession. Doxa quickly replied that their watchmakers in their 30-40 years of experience have never and will never scratch a watch in their care, and, somehow, that the watches aren't touched by hand so it couldn't have happened at their shop and that I was likely the cause. In hopes of getting me to go away, I assume, they offered me a free strap as compensation for my time... I replied to Doxa and sent pictures of the before and after of the caseback to show that I had not caused the marks that now exist on the caseback as well as the dirt on the seconds hand... I am awaiting a response, if I ever get one.
"Truthfully, a good local watchmaker could clean up my caseback and probably remove the dirt on my seconds hand - but, at this point, I don't feel like I can sink any more time on repairing a watch that I only wore for 3 days when it was brand new and have spent the last 3+ months waiting for the watch to be returned to me. I honestly don't have that much of an issue with the wear, but the fact remains that I didn't cause it and Doxa is refusing to even consider taking responsibility for doing so. Needless to say, even if they watch were to come back to me from repair, from Doxa or a local watchmaker, I have such a bad taste in my mouth about how all of this has happened, I don't even want it anymore, and really don't want to have a Doxa anymore. The quality of the watch is definitely there, but I prefer to cause my own wear in a watch that I buy brand new for $2,000 and not from someone who is supposed to be fixing it.
I've attached a picture of the seconds hand (again, I know it's very small, but it is there now when it wasn't there before) as well as a before and after picture of the caseback. Sorry for the length of the post, but I wanted people to know about my experience with Doxa thus far. You may think I'm overreacting based on the actual amount of damage, and that's totally fine, we all would likely treat this situation differently, but it's more the principle of the matter as well as the time I've wasted waiting for Doxa to actually fill me in on anything and having them tell me, more or less, that I'm trying to blame them for the damage while the refuse to accept any kind of responsibility. I hope to hear back from Doxa, but I'm not holding my breath for any type of resolution at this point. I do feel it's fair to say I'm making too much of this, but I also feel I have some grounds."
