Unfreindly and Unacceptable after sales services

Dear Fossil according to the Watch Station's official website as stated in their Privacy & Security policy the Fossil Group Inc. is the owner of the Watch Station brand.

Since I have done everything I my power to contact Watch Station's customer care through their website ( witch ended in a ERROR massage) and sending amail to the email address provided on the receipt( witch resulted in nothing but silence till this day) I am now writing to you hoping that Fossil can address this matter.

On 27/12/2018 I have purchased a ladies Fossil watch (Item code: ES3708) from the Watch Station Store in the Menlyn shopping center. (Invoice number: S03185).

I owned the watch for just over a month and it started to loose time and the dates advanced within 12 hours with 3 days. Early February I took the watch back to the store. The assistant in the store was helpful, she tested and replaced the battery and found that it could be the problem for the watch to loose time. She replaced battery free of charge since the watch is still under warranty and advised me to set the date after midnight. I was not convinced that it will solve the problem of the dates advancing, but decided to give it a fair chance.

That night I set the date after midnight only to find that the date advanced with 3 days before noon. I repeated this for a couple of days but the problem regarding the dates advancing remained.

On 16/2/2019 (I do not have the repair job card any more as it is now with the store -this date might differ) I took the watch back. The assistant explained that she need to observe the watch for an hour. On my return I was informed that the watch will be sent for repairs and that they will put a rush order on it. It will take 3 weeks.

On 8 March 2019 (3 weeks later) I have not heard anything from the store regarding the watch and I contacted the repair shop on the number provided to me. I talked to Manie Adonis, the watchmaker. He explained that the date must be set after 12 noon and NOT after 12 midnight as the store instructed me. He explained that he have set the date and it is in the process of monitoring. I raised my concern that after the date was set the dates advanced with 3 days within the first 12 hours the reset of the date. It appeared that he was not aware of this problem.

The watch was at the store only by 22/3/2019 after the workshop confirmed on 15/3/2019 that the watch was "keeping the date" and was already shipped back to the Menlyn store and would be there by Tuesday 19/3/2019.

I was away on holiday and collected the watch on 29/3/2019. I discovered that the watch came back from repairs with a scratch on the glass that was not there when I gave it in on 16/2/2019. When making the staff aware of this the one shop attendant (not the one that was assisting me) was unfriendly. She told me that she can not see the scratch and I had to show it to her. She missed the point that the glass was scratched between I gave it in for repairs and when it was returned to me, and said that the glass does not fall under the warranty. I am fully aware of this but I have not damaged the glass and I did not hand it over to the store for repairs with a scratch. Only after insisting on replacement of the glass I was told that it will take 4 to 8 weeks to replace the glass. (Job no 423159)

I would like to receive clarification on the following:

• Please clarify why a shop assistant advice me that the date must be adjusted after 12 midnight, but the watchmaker made it clear that a date adjustment must be set after 12:00 noon? Is this because the assistant was not properly trained on the specific product? If so it is not her fault, but unfortunately compromises trust regarding WSI Meynlyn's knowledge regarding products it sell . As the watch was purchased form the Menlyn store I am forced to make use of the store's service while it is still under warranty, but after the warranty period I will rather go to Fossil directly for advise and service.

• Please also clarify why the shop assistant claim that it will take 4-8 weeks to replace the glass is contradicting with the terms and conditions at the bottom of the Repair Job Card issued - I quote: * "Normal return time up to 3 weeks * "Return time of importation of spare parts up to 6 weeks"

I do not consider myself as a difficult and unreasonable client and that is the last thing I intend to be, but just as any other client it is not unreasonable to expect friendly and an acceptable level of service when there is a problem with a product - good and friendly service is not to be reserved only for when a sale has been made (which I did received when I purchases the watch and when I took it back for the first time}.

It would be appreciated if replacement of the glass can be fast tracked - I am not willing to wait for 4-8 weeks for it to be repaired. If so, the watch will be longer in for repairs than I had the joy of using if after purchasing it on 27 December 2018. Certainly this was not what I had in mind when I walked out of the store with my new watch.

This is a mail I sent more than month back and I am still waiting for a replay. I went to their official website and try to contact then through the channels provided but every time I click on "submit information " button an error pups up.

I also send a mail to the email address provided on the receipt, but no reply till this day.

I am hopeless at this point! I am still waiting for my watch.