Gucci watches - repair service

Gucci watches - repair service Gucci watches / repair service

Below is letter of complaint sent certified mail 6/17/04 to address listed below. One would think when purchasing higher end merchandise the customer service would too be top notch. Not with Gucci. Extremely disappointing. Gucci Group Watches 50 Hartz Way Secaucus, NJ 07094 Regarding: Repair # 0000447368 To Whom It May Concern: I sent my Gucci 7905 Raised Bezel Bracelet watch to your company for repair via US Postal Service, February 26, 2004. In doing so, I insured my watch for $1200.00. I also requested that Gucci send the watch back to my job for reassurance of receiving the package since I am out of town quite a bit. I received repair notice dated April 1, 2004 and sent payment of $212.50 on April 12, 2004 check no. 1322, to repair the mechanisms of the watch and for bracelet cleaning. My timepiece was shipped back to me on 5/28/2004 via Fed Ex to my home despite my request to have it sent to my job. Fed Ex made two delivery attempts but because I was out of town notices were left on my door. Upon my return when I went to the warehouse at 1501 Eckington Place, NE in Washington, DC on 6/7/04 to pick up my package. Fed Ex was unable to locate the package, at that time a trace was initiated. It has been two weeks (6/2/04-6/16/04) since there has been any active scan of my package.

I have yet to receive my timepiece. I called and spoke to a customer care specialist at Gucci who surprisingly told me that after waiting 3 months for repair that I must wait 3 MORE months for my watch to show up and then the claim would be initiated through Gucci.

I then called Fed Ex again 6/15/04 for clarification, who told me that no representative at Fed Ex would recommend waiting 3 months which would be too late to file any claim anyway. The Fed Ex representative I spoke to also stated that because it has been two weeks since my package has been seen, it most likely will not show up. I was also told, that Gucci only placed a $100 value on my $1,195.00 timepiece so the amount that could be claimed was merely $100.

I have made several attempts at contacting Gucci Group Watches via phone with no avail. The answering machine message has changed three times in 2 days and today from 9:30 am to now 12:30 pm on June 16, 2004 all I get is another voicemail message stating the hours of operation are 9:30 am to 4:45 pm. Despite following the prompts to speak to a customer service specialist, the only response is the voicemail message. I have yet to speak to a live customer representative from Gucci since my last conversation with Fed Ex yesterday afternoon. I received that watch from my parents as a graduation gift in October 2001. I never questioned why after only 28 months my “Gucci timepiece” required repair. This timepiece obviously holds an abundance of sentimental value and I expect compensation. I am extremely disappointed at the way Gucci Group Watches has handled my situation, their lack of concern and the lack of professionalism I have endured during this incident. The customer care specialists have been tremendously rude and this experience has been nothing but frustrating. I do not expect an apology but I do expect Gucci Group Watches to handle my situation with sensitivity, professionalism and excellent customer care. I expect a claim to be filed by Gucci Group Watches and to receive the value of the watch which is $1,195.00 or my EXACT same watch brand new.

At minimum, a new replacement watch of my choice with at least a value of $1,195.00 and a refund of the $212.50 for repair of my original watch which I have yet to receive. I always assumed one would be treated better by a company such as Gucci. I guess I assumed wrong. At this point, I will never purchase another Gucci timepiece and I will advise my friends, family and co-workers to do the same. Thank you for you immediate attention to this matter. Cordially, Tamela D. S Tamela S Click this link to e-mail the above consumer: //

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I tried to look up the Markham, Ontario location in www.411.ca but couldn't find it. You might try calling the Toronto Gucci store and they may be able to tell you where to send your watch.

130 Bloor Street West

M5S 1N5 Toronto

Ontario

tel 1-416-963-5127

I am just trying to find a location that will change my battery because I had a jewellery store crush mine several years ago. They were not an authorized Gucci service location. They claimed it was crushed before they worked on it. So then, I had the original store where I purchased it, send it away for repairs which costs me $240.00.

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This is not a complaint, but I have been trying to find address and phone number of Severin Montres Canada in Markham, Ontario. I had sent by Gucci there for repairs a few years ago, and I need to send it again for minor repairs. Is Severin Montres still at 101 Amber St., Units 9 & 10, Markham, Ontario L3R 3B2? Would you also provide me with their phone number. Thanks.

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I feel your pain and frustration. I also had to wait about four months for my Gucci watch to be fixed and returned.

That was close to three years ago and now the watch stopped working again. I would appreciate any advice on where to send it. This is just abominable service.