Kay Jewelers, Sterling Jewelers Ultimate Watch Warranty Plan; Parts back ordered for 6+ weeks Greensburg Pennsylvania
I purchased the Ultimate Watch Warranty Plan along w/ a new Bulova watch. I had to return the watch within the specified life of the warranty for repair to the crystal face. Kay Jewelers sent the watch for repair on April 25, 2007. The warranty specifies that if a watch cannot be fixed; the item should be replaced free of charge.
I was called on May 8, 2007 from an employee of Kay Jewelers stating that the crystal face is back ordered for up to 6 weeks. At this time, they already had the watch for one week; and I was told that I should get it back by June 6, 2007. Thats 7 weeks from the drop off date.
I called today, May 29, 2007; disgusted that I haven't heard anything from Kay Jewelers regarding the status. The claim I attempted to make on the phone to the local store and to Kay Jewelers main customer support is that they have not repaired the watch yet; nor even have the replacement part as of today. To me, I feel that the watch cannot be repaired due to no replacement part. The Warranty plan does not specify as to how long they can hold the watch until it is repaired.
In all essence; they can hold my watch for 10 years and state that the parts are still on backorder. I hope someone here can help or enlighten me as to how to solve this issue. Thanks!
Nick
LB, Pennsylvania
U.S.A.
1 Updates & Rebuttals
Nick
LB,Pennsylvania,
U.S.A.
Solution Resolved
#2Author of original report
Tue, May 29, 2007
I went to the local department store and spoke with the manager. I was able to convince her to have the watch shipped back to the store and they would replace it with a new one, same exact style and brand. I am now a satisfied customer, but they do need to add a clause to the warranty, customers need to be aware of this issue with their warranty plan.