Ok. So, back in August, I posted about how I’d finally broken down and purchased that watch I wanted. It is a very nice looking watch and also very comfortable. I really like it except that the damn band has broken twice now. And to add insult to injury, it takes $25, cost of shipping, and several weeks to get it fixed. I would just replace the band myself, but the band is a lot of what attracted me to the watch in the first place. It’s titanium, so its very light, also it’s very attractive. This wasn’t a cheap watch either. At $125, it was one of the more expensive watches in the Fossil store. So far, my $10 digital with a rubber strap has a better performance record and that one I wore every day on my cruise.
Long story short, I’m quite upset. I’m not going to keep spending money on this watch, just to have it break every couple weeks. I decided to send an email to Fossil to see if they can ease my situation. I’ll try to post all correspondance here.
Here is the letter:
Dear Fossil,
On Aug. 30, 2005, I bought my Fossil watch (TI-5075) from the Fossil retail store in Valley Fair mall in California. I love the watch, except by mid-September, the band had fallen apart on me. One of the links just came apart. I haven’t worn it while doing anything really active, just around the house and whatnot. It seemed weird to me that a $125 watch would fall apart in just a couple weeks and even worse, I had to pay $25 to have it fixed. So I shipped my watch out in October and got my watch back in November. I still really like my watch, except its already fallen apart again. Exactly the same thing happened. One of the links near the watch (the ones I can’t replace myself) just came apart. So here I am, now $150 in with a watch I still can’t wear. I noticed this watch isn’t even available in the online store anymore. Is there a known defect? I really like my Fossil watches, but I’m beginning to lose faith in this company. Please tell me there’s something you can do for me. I really don’t want to take my business elsewhere, but this is unacceptable.
-dave grijalva
PS. I’ll be posting this letter and photos of the defective watch on my website.
http://theblogthatnoonereads.blogspot.com/2005/08/my-new-toy.html
http://theblogthatnoonereads.blogspot.com/2005/12/my-defective-fossil-watch.html
Some images of the broken watch:
The missing link just fell off.
Another shot of the busted band.Update
I recieved this email yesterday afternoon (12/30/05). Which was a pretty fast response time considering the holiday. The way I read it, they’re going to re-fix my watch for free. If that’s the case, and the thing stays fixed, I’ll be very pleased. I’ll mail my watch out in a couple days and see what happens.
Dear Dave,
Your email was received with great concern. If you are still
experiencing problems with your watch, please send the watch back to our
repair facility for a second attempt. The address is:Metro Service Center
Attn: Second Time Repair
10615 Sanden Dr.
Dallas, TX 75238-1720.If you have already paid the original invoice, and the requested repair
is covered under warranty, please do not send any form of payment for
the second time. Please enclose your return address, email address, a
description of the problem, and a copy of the original invoice (if
available). Do not send the original tin or box the watch came in. The
watch will be returned within 3 to 5 weeks from the date we receive it.We encourage you to send your package certified, insured, or UPS. Metro
Service Center is not responsible for lost or stolen packages. If you
have any further questions, please contact our representatives at
1-800-842-8621.Thanks for writing,
Webguy
webguy@fossil.com
http://www.fossil.com
800.449.3056
Thanks, Dave I have read your blog and email you sent to and received from Fossil.Com. I, also have had been problems with fossil watches. The leather bands come apart and the stainless steel bands broke with normal wear. Fossil’s (Metro Service Repair) takes a great deal of time in repairing the watches. Further, the batteries for some under known reason do not last in some cases a month after replaced. Maybe a email write in will have or make Fossil rethink their qualify of merchandise. Again, Thanks. RP
Hey Dave
Don’t mean to get one up on you, but my fossil sotry is a doozy. I sent my watch and the required cash amount for shipping & Handling to the world famous Metro Service Center. After 8 weeks they told me that my watch couldn’t be repaired as I wanted. So they included a form asking me what steps to take next. What is amazing about these clowns, is they continue to use the term, ‘Limited Warrenty” No No jackasses, when I bought the watch the sales person told me “Go with a fossil, you get a lifetime warrenty. Anything, and I mean anything, just send it in and we’ll fix it” That’s the only reason I bought the stupid thing was for the lifetime warrenty. Now I hear “Limited”
I send the form back writing a little note telling them just what I tild you, That was 10 weeks ago. They have my watch, my name and my money (S&H). I include my Email thinking I would hear from them. No such luck. IM saying I just last a watch.
Dano
Well i have to say that I’ve never had a problem with any of my fossil watches except for only one. The service was prompt and the results were great! I guess I got lucky because true indeed i have heard of worse horror stories.
Thanks Dave for the info! I am having a very frusterating and disappointing (to say the least) experience with Fossils repair service center, Metro Service Center in Dallas, TX. I placed an order 3 days ago for extra links for a Fossi watch that I purchased my husband for Christmas. When I placed the order, I was offered an overnight delivery for an extra shipping and handling fee, so I paid it. When the package did not arrive the next day, I called Metro Service Center to find out why. I was assured the links had been shipped, but could not be given a UPS tracking number. (I found that odd) I called UPS and they could not assist me without a tracking number. I then called back to Metro Service Center and spoke to a different “Customer Service” Represetative; I was then told the item never shipped. When I requested to speak with a supervisor, I was told they were all to “busy” and that link orders took low priority over other orders. I couldn’t believe my ears!! In order to speak with a Supervisor, I would need to leave a Voice Mail message and wait for a returned call. After being on the phone for 35 mins, I reluctenlty did, and of course without suprise, did not receive a call back. Towards the end of the day, I called back to follow up and was told the supervisor had left for the day. I requested to speak with another supervisor and was told I could either leave a voice mail or hold on the line…. I decided to wait and here I am 56 mins and 44 seconds into the call….. STILL WAITING!
Fossil in Canada is just as brutal with regards to customer service. They rep DKNY in Canada and I paid almost $200 for a Tank Watch. In 3 months the wristband broke and I have spent the last 2 months trying to get a part from Fossil. They don’t return phone calls. Even when the Customer Service Manager is engaged. Honestly, I will NEVER, EVER buy another Fossil/DKNY watch again.
I have only had a problem with one Fossil watch…my original one purchased 9 years ago. It stopped working and even with a battery replacement, it wouldn’t run. Here’s why.
I had originally taken it to a mall kiosk for battery replacement, and then took it to the Fossil Outlet in MA. I was told to always take your Fossil to an authorized dealer because a watch spring in the Fossil Blues can be damaged if someone who is not careful replaces the watch battery. Once that spring is damaged, it needs to be sent in for repair.
I have only had a problem with one Fossil watch…my original one purchased 9 years ago. It stopped working and even with a battery replacement, it wouldn’t run. Here’s why.
I had originally taken it to a mall kiosk for battery replacement, and then took it to the Fossil Outlet in MA. I was told to always take your Fossil to an authorized dealer because a watch spring in the Fossil Blues can be damaged if someone who is not careful replaces the watch battery. Once that spring is damaged, it needs to be sent in for repair.
I’m not the only one who has had this problem. Fossil Blue’s are notorious for this. CAUTION: If you buy a used Fossil on EBay, stay away from the ones that read “nice watch, just needs battery.” If it is such a nice watch, why not replace the battery? Answer: They did and the watch still didn’t work so now they are selling it on EBay.
I own 7 Fossil Watches. All of them work fine. I bought a used Fossil Blue that was the same as my old one that stopped working. Got it for $15 because the casing and band were scratched up. So I just pulled out the guts of the scratched up watch, stuck it in my old watch casing and voila! Got my watch back for $15 bucks.
I have had a few issues with Fossil watches but always great service. Mine always leak water or moisture in to the front of the watch after a year or two. I just take it back to the store I bought it from and they trade it in for a new one. I have done this 4 times since 2001, and never had a problem. The store then sends the watch back to fossil.
I have three beautiful Fossil watches with broken bands. Fossil sez they discontinued making each band and I am out of luck. I am fed up. I am going to buy Swiss watch this week and be done with it.
Hello Dave
My name is Hans, and i have been having problems with the strap band of my fossil watch Too
Except mine is a leather Strap band, I can not get a replecement for it and i have been trying to contact fossil, but it has been inposible
Please help me out if you can !
Hans
I purchased my dragon fossil watch from JC Penny about 10 years ago and have not had one single problem out of it until just recent at the end of Dec of 2008…Had the 3 batteries replaced and it works fine until i take it off for the night…It stops running…I put it on reset the time and it runs fine as long as i dont take it off….Weird….
Hello Dave,
I got one of the Fossil Automatics and it ran great for about a year and then it stopped working. Sent the money and watch off to Metro. I got the watch back in short order and it looked great….
2 weeks later the movement keeps losing time as the kinetic winder that is visible under the glass appears to stick.
I’m not sure what to do. The watch was my first fathers day present so it holds sentimental value for me, I am thinking of taking it to a local watch repair.
-Arlie
fossil sucks
I purchased my new Fossil watch near the end of Oct 08. Since then, the last 4 weeks, it mainly runs fine (as long as I don’t take it off). It quits running when I take it off at night. I have even noticed it stopping and restarting again throughout the day. I contacted Fossil and I have to pay to ship it to them and have it shipped back (which is ridiculous seeings that I have only had it less than 5 months). I mailed it to the Metro Service Center – but haven’t heard anything back from them or received my watch back.
I purchased a nice automatic fossil watch as a remembrance of our family vacaton to Disneyland on 2008. A few months ago, I dropped it and it stopped working. I/ve e-mailed Fossil several times to ask how to get it repaired. I was willing to pay, even though it is under warranty, since it was my fault. Guess what no reply.
I guess I’ll have to settle for a broken watch as a memento. This will teach me to buy a midprice watch. When my $20 Casio calculator watch broke after a decade of service it was no big deal (even if it broke after a year, still no big deal). When the vintage Omega I inherited broke, it cost an arm and a leg and almost 6 mos to repair (im told it was sent to Switzerland) but I got regular updates from the jeweler and when I got it back, it looked probably like when my grandfather first bought it. You get what you pay for and Fossil is not worth it.