Cpa non compliance
American Swiss really need to work on there after sale service.
I bought a ring for my fiance on the 29/11/2019. She wore it on 4 occasions from the time we purchased it. On the 16/01/2020 she noticed that 2 gems had fallen off so on the 17/01/2020 she took it back to the branch at Midlandsmall.
On presenting it to the sales associate, she was informed that it would have to go in for assessment, which she had no problem with. The ring was booked in and she signed an acknowledgement slip. She was advised that she would be informed within 5 days (21/01/2020) of the outcome.
She then gave me the booking slip and I was surprised to say the least... 1. Title of the document is REPAIR RECEIPT. 2. Terms and condition all relate to repairing the item including costs incurred by client for abuse, sale of item to defray expenses if not paid for and collected within 3 moths.
The document didnotl state My CPA rights, instead it's a forced statement by the company ommiting my other 2 rights to have the item replaced or be refunded. Why are we forced to repair something that is covered by CPA for 6 months?
When I went to the store to query this, the staff members kept drumming the same tune... IT'S HOW THE COMPANY DOES THINGS! SO AMERICAN SWISS OPERATES OUTSIDE THE LAWS OF THE COUNTRY? She continued to claim that it is only for assessment, but the document says no such thing. The associate could not understand my frustration at the document and failed to validate this operational inefficiency of the group.
I asked for the area manger to call me as I felt a senior person may understand my blight at the situation so they took my number and promised me the AREA MANAGER would call.
Approximately an hour later I received a call from the store manager, not the area manager and she seemed to take the same drum from the sales associate and drummed the same tune failing to understand what's written in plain black and white. Incompetence personified.
I then asked for the area managers number again and the person was on leave but she gave me her word that they would call me on Monday, 20/01/2020 as well as give me a courtesy call about the ring.
Its no 16H41 and still no call. So looks like incompetence stems from the top down with this retailer.
Hoping to hear from someone who can explain why the CPA is not followed by American Swiss chain as they continue to breach the CPA woth regard to quality.