Luxco Importers PTY LTD

Avenue & Luxco Refuse to Replace Defective Watch Despite Multiple Failures

I purchased a watch from Avenue in 2024 and have been extremely disappointed with both the product quality and the after-sales service provided by Avenue and Luxco. Within only a few months of ownership, one of the decorative face frames inside the watch became detached. The watch was sent in for a warranty repair and eventually returned to me. However, after receiving it back, I noticed that the hour and minute hands were no longer accurately aligned. At that stage, I chose not to pursue the matter further because the repair process had already been lengthy and frustrating. A few months later, the exact same face frame became loose again, and to make matters worse, one of the pusher rods completely detached from the watch. I would like to point out that I work in an office environment and do not subject the watch to any unusual physical activity. The watch has never been dropped, abused, or mishandled. Given the repeated failures, I am extremely concerned about both the build quality of the watch and the quality of the original warranty repair. Despite this, I have now been informed that the damage is allegedly due to customer negligence. I strongly dispute this conclusion. The same component has failed twice, and another component has completely detached under normal use. The most disappointing part is that Luxco has now advised that the watch can no longer be repaired because the model has been discontinued. Their proposed solution is a 50% discount on the purchase of a new watch. I do not believe this is a fair resolution. I purchased a watch that developed multiple faults during normal use, was repaired unsuccessfully under warranty, and has now failed again. Since they are unable to repair the watch, I believe a replacement watch of similar value and specification would be a far more reasonable outcome than expecting me to spend additional money on another product. I am hoping Avenue and Luxco will reconsider their position and provide a fair resolution to what has clearly been an ongoing product and repair quality issue.