Watch Out for American Swiss/TFG

On the 11 June 2023 I booked my watch in at American Swiss Canal Walk – *** after it fell and the screen cracked. A month subsequently went by with no word from them, and each week I would call to follow up and receive no feedback as either someone was on leave or unavailable. After weeks of back and forth and no feedback I managed to get feedback that the watch would cost more than triple the amount paid for the unit to repair, I rejected the offer and requested my watch be sent back to store once again I have not heard back from the store and refuse to use my time and energy to retrieve a broken watch which TFG will not be fixing or replacing.

In August I finally received feedback that the watch could not be repaired and that American Swiss could offer me the same watch at the original price I bought it for, I explained that I did not want the same watch as it has several issues and that the heart rate readings were not accurate and would prefer to purchase a Garmin watch instead. I then declined the offer and asked that the broken watch be returned to me which the store manager said they would arrange. We are now in October 2023 and I have still not received my broken watch back. This entire experience has been terrible, the watch is effectively still my property regardless of whether its in working condition or not. Where is the watch? Why has it not be returned?

This has been a terrible and frustrating experience for me. • firstly Huawei who manufactures the watch was unhelpful in providing reasonable repair options to clients, this is something you as TFG should take into account regarding aftercare customer service. • Secondly providing clients with feedback and keeping them informed during the repair process is key, this could be achieved through a automatic sms or allow them to track the repair online, surely a company like TFG can invest in technology that supports this. • Client service is what defines and differentiates brands and a bad experience can tarnish that.