Product Arrived Broken - Advice Sought

[takurangi]

hi guys n gals

I'm new here

but have bought five watches

through three different dealers

who are regularly mentioned on this site

in the past month

three have arrived in great condition

and are as advertised

[very happy]

I received a [$300] watch from one of these dealers today

which I am very disappointed in

as there are two MAJOR PROBLEMS with the order

I'm looking for advice as to what I should do

and expect to be done to fix this

I won't mention the dealer

as they have not had the chance to rectify the problem yet

I'd just like some help with the perameters

and what I can ask to be done

specifically...

1. the watch is an IWC chrono

the chrono hand on one of the sub-dials

HAS FALLEN OFF

and is loose inside the watch

even the most casual glance

would have revealed this glaring problem

as it is red in color

and I noticed it within 5 secs!

therefore

this watch has been drop-shipped

without any kind of inspection!!!

2. I ordered a specific brand box and papers

I received a DIFFERENT BRAND box!!!

I did my homework as best I could before purchase

including checking the member postings about purchases

and feedback on the dealer

before purchasing

[and there are good reviews]

I also read posts that detail

how some of the problems with dealers are resolved

but they are a little loose on the detail

eg.

can I expect a completely new watch

or

will it be repaired an returned to me?

who pays shipping cost for return?

can I ask for a refund of the whole cost?

[and purchase elsewhere]

etc etc etc

any advice on dealing with the dealer would be greatly appreciated

thanks

[jkerouac]

Even if the watch was inspected by the dealer him or herself, it is always possible that the chrono hand fell off during shipping, let's say if it wasn't properly secured in the first place and received a significant bump or two in transit, so the loose hand is not absolute proof of poor quality control by the dealer -- the manufacturer yes, but not necessarily the dealer or their agent.

The hand replacement could call for a fresh watch to be shipped, or for you to have it repaired locally with fair compensation to you for the repair by the dealer.

The box is clearly the wrong product, so a replacement shipment is in order. Since a replacement shipment is in order, he/she might as well send you a fresh watch at the same time. If you prefer a different watch than the one you received, you could ask for the replacement to be shipped and delivered before you return the broken one.

I don't see where this situation warrants a refund. If you still want this particular model, then your best course is to resolve the problem with the current dealer rather than starting over from scratch. Presumably you purchased from this dealer with some faith that they would resolve any problems, so you owe it to yourself and to them to see whether your faith and judgement are warranted.

Good luck.

[P4GTR]

I'm sure an amicable solution can be reached. Think about what you would like to happen, then discuss it with your collector.