• Report: #950838

Complaint Review: Invicta Watch

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  • Submitted: Thu, October 04, 2012
  • Updated: Wed, February 06, 2013

  • Reported By: Eric — Atlanta Georgia U.S.A.
Invicta Watch
1 Invicta Way (3069 Taft St) Internet United States of America

Invicta Watch - Invicta Watch U.S.A. Repair Service Fraud -- Non-Responsive and You May Never See Your Watch Again Internet

*Author of original report: Finally...a resolution....4 months later.

*Author of original report: Now past 90 days...no sign of my watch!

*Author of original report: Watch is in que for repair...but for how long?

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I had seen many negative reports about Invicta Watch's warranty and repair center but when the crystal on my 6 month old Invicta watch shattered after a very light impact, I thought I might have better luck than others.  Unfortunately, I am also having a very bad experience.  My watch was actually registered with Invicta in advance and I followed the company's instructions to the letter in preparing and shipping the watch. I printed the return paperwork, packed the watch carefully, included the $28 (outrageous, by the way) money order for return shipping of the watch, and sent it via Fed Ex with delivery signature required (thankfully I paid a little extra!).

So one would expect this to be a smooth transaction...I could not have made it easier.  Well, 9 days after confirmed receipt of the watch (I have the signature proof of delivery), my "repair case" still lists "awaiting receipt" of watch.  My first email (a few days after they got the watch) did yield a response from a Minnie Weathers, stating that if I gave them the tracking number, they would research it. So second email, I provide the tracking number.  No reply after five days.  Third email today and decided to try calling again (first attempt at calling last week failed -- impossibly long wait in que for a representative).  This afternoon, I stuck it out for 39 minutes on hold, listening to music and periodic updates of how many people were ahead of me. I finally got through to someone! I explain that they've had my watch for 9 days and why have I not been notified of its receipt or given the quote on the repair? The extremely lame answer I received is, "Um, yes, they are running behind in that department. They are trying to get caught up on the watches they received, so it will probably be sometime next week."  Okay....so you will have had my watch, which is under warranty and I shipped to you at my expense, for at least 2 weeks before you will even be able to enter it into your system and acknowledge you have received it?  So how long exactly do I wait before I get the verdict on repair? Let alone see my watch again?

I have seen reports of others never getting their watch back at all and having wasted the $50 between shipping and return shipping fee -- not to mention the loss of the watch itself.  Given the way this process has started off for me, I can only hope that I'm not yet another victim of Invicta Repair.

My reputable watch maker would have this poor level of customer service at their repair center?

After this, I cannot imagine purchasing another watch from this company, and if I get no response in a few days regarding the watch I shipped to them for repair, my next step would be an out-of-state small claims judgment or pursuing the matter with Fed Ex to go after them -- since they have proof of delivery.

This report was posted on Ripoff Report on 10/04/2012 12:47 PM and is a permanent record located here: http://www.ripoffreport.com/r/Invicta-Watch/internet/Invicta-Watch-Invicta-Watch-USA-Repair-Service-Fraud-Non-Responsive-and-You-May-Ne-950838. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Finally...a resolution....4 months later.

AUTHOR: Eric - (USA)

It's been four months since I sent my watch in for repair. Having played along for the "up to 90 days to repair" game, followed by the various excuses for Customer Service, I began to complain more strongly and made it known that I was going to escalate my complaints to every outside organization or agency I could find. Customer Service stated that they received approval to give me a replacement watch. First they said that they had a similar model to the one I sent in. But when I agreed to it, I was notified that there was a snafu -- that watch model wasn't in stock. I suspect that happened when they realized that the cost of that watch now was more than what I paid. They then wrote to tell me that my "credit line" was the actual price I had paid, and that I could go to Amazon and find the model numbers of watches less than that price. Now of course, I had purchased my watch on a particularly good sale, and the current replacement price was $50 more now -- which is why I think they quickly reversed course on replacing it with the same or similar model. From my perspective, if a company loses your watch, they should replace it with one of equal value -- not offer to reimburse you what you paid for it. Nonetheless, since the watch was not brand new when it broke, I accepted this as a reasonable trade-off: a broken six or seven month old watch for a new watch of reasonably comparable value. So I took care to find several models that I liked, that were as close to my full "credit line" as I could get, AND which had Invicta MSRPs ("list" prices) equal or more than my original model. Fortunately, there was a match to one in stock, and they shipped it within a few days. I received the new watch -- and was relieved that it was indeed brand new, with all expected packaging -- minus the fancy leather box, cloth, etc. However, they had told me that I would not get the "extra accessories" so it was fine.

I would have liked to have gotten back my original watch with a perfect repair, but since they could offer no explanation of what happened to it nor give any timetable for when it might be found, I suppose it worked out reasonably well. I like the new watch, it's in the same price category, and...it's brand new. Whether it still works in 2 weeks or 2 months...that's to be seen. But so far, good resolution. I should point out though, that this was not a cost-free resolution: I spent about $40 between shipping the broken watch to them and the $28 money order for return shipment. Still to be resolved is the almost $80 I paid them for the repair. Fortunately, I paid on a credit card, and I have disputed that charge. My rationale is: I sent a watch for repair, paying $40 for shipping plus $80 for the repair. They lost my watch, and made me wait 4 months. So to me, providing a replacement watch (and me paying shipping) is fair. But why should I pay them the $80 for a repair they did not do? To me, this is the heart of their scam....even if this situation unfolds, and they finally give in and send a replacement watch, they have already taken the customer for repair and return shipping -- probably over $100 or more for most folks. So sending a replacement watch to those who gripe the most -- and probably keeping and refurbishing the watch the customer sent for repair -- could actually make them come out ahead!

So....good resolution, provided I am credited for the repair cost. If the credit card company doesn't side with me on that one, then I think it's a draw at best -- but a valuable lesson. I cannot imagine buying an Invicta again unless it is only to look at it in the box. If a repair is needed, forget it!!
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#2 Author of original report

Now past 90 days...no sign of my watch!

AUTHOR: Eric - (USA)

The 90 day window has now passed and my watch has not been returned. My last contact with Invicta Customer Service gave me a return date that was exactly 90 days out from when the watch was sent to their overseas repair center.  The website provides no further helpful information on the status, the return of the watch is now past the company's own statement that "repairs may take up to 90 days." After researching their Florida operation and finding an F rating on the Better Business Bureau website, I've concluded that these people are scammers. I am not sure how closely they are connected to the larger Invicta enterprise, but they are leading the company to a poor reputation.

My next actions are to dispute the amount I paid for the repair with American Express, file a Better Business Bureau complaint (perhaps futile, but adds to the record), and file a report with the Federal Trade Commission and the Florida Department of Consumer Affairs.  (If any class action attorney is out there, consider the large number of complaints against this company -- and that's only those listed on the BBB!)

My final demand to Invicta is to either immediately return my watch in fully repaired condition or exchange it for a new watch that is equal in value to not only what I paid for the original, but also for the $100+ in repair and shipping fees. I am also going to look into getting a small claims judgment against them. It would "only" be about $300 plus the filing fees, but why should this company be allowed to operate in this manner without repercussions?

If enough folks get fed up, there will eventually be action against Invicta repair for these dishonest practices.
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#3 Author of original report

Watch is in que for repair...but for how long?

AUTHOR: Eric - (U.S.A.)

Invicta finally acknowledged receipt of the watch, "diagnosed" the obvious problem (crystal needs replacement), and quoted the repair price.  After making payment by AMEX, the watch was finally listed as "sent to repair center." Note that I sent the watch to Invicta over a month ago and yet with this latest development came the warning that I must allow 90 days for repair and return of the watch.  So assuming that they actually repair the watch correctly (my fingers are crossed) and return it within their stated time frame, this process of a simple repair will have taken over 4 months!  How can this be considered adequate customer service?  Four months to repair a watch?

I note also as a tangent that this was an Invicta Reserve watch, less than 8 months old, still under warranty, and a not particularly hard "dink" to the face of the watch against a door handle shattered the "flame fusion crystal."  Conveniently, damage to the crystal isn't covered under the 1 year warranty.

Please let all of this be a warning to potential purchasers of Invicta.  They look nice but it's a facade. Poor workmanship and poor customer service.
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