A lot of people have complained about Andrew/Josh's prices being a little higher than some of their competitors. I too was considering jumping ship and a finding a new dealer but my latest experience with Andrew has done nothing but solidify my loyalty to Trusty Time.
I purchased a SSD V2 a couple of months ago, and lately the rotor had gotten very noisy. A few days ago it stopped keeping time, so I opened the caseback, took off the rotor, and discovered that I had a 2836 Asian copy movement. A lot of you are probably thinking that I should have gotten a gen movement to begin with but we are dealing with the rep world, drop shipments, and horrible QA. I am judging my experience using these facts as a baseline. After my watchmaker confirmed the clone movement I was a little upset. I wrote to Andrew explaining the situation and he responded saying that I should send the watch back for a replacement. I imagine that there are other dealers that would offer the same thing.
What set Andrew apart is that when I informed him that I had already modded the bezel and crown guards and did not wish to send the watch back, he quickly responded that if I could prove via photograph that the watch movement was indeed not a gen Swiss ETA 2836, then he would just send me a movement free of charge.
After the pictures had been sent, Andrew told me that the movement would be on its way the next day. I ordered an Omega SMP Planet Ocean rubber strap at that time and he included it with the movement.
The package arrived in three days with a shinny new ETA 2836 movement and my strap! I am very pleased by the way I was treated and I am also impressed with the speed at which Andrew addressed this issue. He could have put this on the back burner as it is not a revenue generating transaction, but he took care of me as if I had ordered 10 watches from him.
Needless to say, I am going to remain a customer of Trusty Time.