Seiko Watches - when they fail, throw them away (Seiko Watches)

Member Name: paul-conway

Product:	Seiko Watches
Date:	05/08/05 (6275 review reads)
Rating:

Advantages: Nice looking, novel technology

Disadvantages: Don't last, can't get repairs, Seiko use secondhand parts

I bought a Seiko Kinetic, 50m waterproof, stainless watch for my son for his 16th birthday. He chose the style, a nice looking watch with gold/stainless bracelet, lumibrite dial, and kinetic movement.

He was very pleased with it, until after about four years he noticed condensation inside the glass. He's not a diver, doesn't even swim, so it was hard to understand how a 50m waterproof watch had water inside. Anyway, we returned it to Seiko UK in Maidenhead for repair, as we wanted it done properly. Wrong.

They told me before return that I would hear in "a couple of days" what the diagnosis and price were. I actually heard a bit over a week later, that the 'seals' had failed, and the watch needed a standard service which includes seals, and pressure testing. They also said (when I rang to confirm) that they 'change the entire movement' at a service, BUT with a refurbished movement taken from someone else's watch! Kind of like putting your car in for service, and you go to collect it and are told they've changed the oil, checked the tyres, and put someone else's secondhand engine in. Would you stand for it?

I asked them simply to replace the seals, pressure test and return. After all, this watch was a gift and he had kept it externally in perfect condition, and it was keeping perfect tiem, and we didn't want secondhand tat put inside.

Another week or so passes, and I have just received a letter saying that they have 'started the repair and find more work than originally specified will be needed', to a cost now of £110.76

On telephoning them again, I am now told that they are going to fit 'casing parts' (the case was perfect and immaculate when sent to them) and still want to fit a secondhand movement because the watch has gone 'rusty'. Stainless steel divers watch? Rusty? They also wish to fit a 'crown, stem, and/or Pushbutton'. Crown? What could be wrong with that? The staff you speak to can't answer questions, only read the very limited information on the screen. They offered to have the supervisor ring me to tell me more, still waiting several hours later.

Incidentally, the offered movements are secondhand because I am told by Seiko they are no longer making this watch. Well, Argos were selling this watch new for £110 (less than the offered secondhand 'repair') until a few days ago, now sold out, and if Seiko UK had kept to their promised timescales and told me this nonsense in time, I could have clicked on the Argos watch (they had one for store collection locally) and that would have been the end of the saga for a few more years.

I am really at a loss as to what to do. I don't want to disappoint the lad by telling Seiko UK to send it back unfixed, and am also concerned about what they have done that now needs 'casing parts'. But I am equally unhappy to have it 'fixed' with secondhand parts. And how will Seiko maintain the new watches that Argos sold last week? Answer: secondhand parts.

I am just so disappointed with Seiko, just goes to show you can 'buy' a good reputation with fancy adverts.

Summary: Very disappointing, poor quality and poor service