Blatant Lack of Service from Fossil!

My watch was taken to the ERM branch for a new battery on 18 Feb 2015. Quoted 3 weeks for completion. 5 weeks later watch was still not back. My husband and I followed up more than 10 times either telephonically or by going to the branch before we demanded that we receive an update via e-mail. My husband received an sms early may 2015 saying my watch could be collected and R450 was due. Turns out the service department replaced a part on the watch without communicating a quote to us or getting a go-ahead from us at any point to do so. Each time we had followed up nobody alerted us to this fact either. I mailed the service division & received an apology but no explanation- Unacceptable!<br> On collecting my watch on 16 May I discovered the crystal face on the RHS had 2 large bad chips which were definitely not there when the watch was handed in for a battery! My husband spoke to Fossil who said as the slip had indicated scratches to the entire watch Fossil is not liable for the damage!<br> Now I sit not only with a bill for a quote I never authorised but also a 3 month delay in receiving something special to me back damaged and Fossil does not want to rectify their lack of service!