Fossil's Repair Center Gave Me A New Watch Band I Never Wanted
Ben sent his Fossil watch away for a replacement crystal, assuming that it would come back in more or less the same condition. It didn’t. Fossil’s repair center proactively went ahead and put a replacement band on it. Normally this would qualify them for “Above and Beyond” status, but Ben is a dude with a large wrist, and the new band was smaller and rendered the watch unwearable for him.
I sent my Fossil watch in for a new crystal while I was in Dallas several weeks ago. I live in West Texas and we have no local Fossil stores. I got the watch back today, and to my surprise it had also received a new case and new band, for free.
Under normal circumstances I would be totally OK with this. BUT the case is a slightly different design than what I had, I am not in love with the new case, I liked the design I had just fine, but I can live with it. The problem is the new band. When I purchased the watch over a year ago, the Fossil store I purchased it at had to put in 3 extra links to make it fit. Needless to day they did not put the extra links I had in my old band in the new one. Therefore, the watch is unwearable since it is WAY too tight.
I contact Metro Service Center, Fossil’s repair arm, and they apologized, and will send me 4 new links for the new band that I never asked for or wanted. But I will have to pay to have them put them in since we do not have a Fossil store where I live.
So the question is, do I deduct that cost from my invoice total, or just suck it up and be happy that I got a semi-new watch?
We asked Ben what his warranty does cover, and he pointed out that it covers mechanical parts, but not cosmetic things like a band that still holds the watch on just fine. He had owned the watch for eleven years before sending it off for repairs.
Want more consumer news? Visit our parent organization, Consumer Reports, for the latest on scams, recalls, and other consumer issues.