Complaint Review: Nixon

This actually happened a couple years ago, but it is something that hasn't stopped bugging me since.

I received a Nixon Player Watch as a gift from my girlfriend about 2-3 years ago. It was a great watch, I really did like it. However, after less than a year of light/moderate usage, the clasp broke. It didn't even really break, but rather the pin that holds the clasp lost its "cap". With nothing to hold the pin in place, the clasp would fall off all the time.

I didn't think it would be a big deal. My watch was still under warranty, and I had heard great things about Nixon's customer service from friends who also wear their watches. They told me about how they would wear their watch rock climbing, really beating it up, and when they had an issue with it, Nixon replaced it without any problems.

After calling Nixon to set everything up, I sent my watch in for repair. They required my credit card right from the start, telling me that its just their policy, and that the card won't be charged. A week later, I receive an email from Nixon, telling me that they're going to charge $75 for the repair. I was furious. I called Nixon again, trying to find out why they're charging me. The rep told me that my watch had a scratch on the band, and that my warranty was voided because of it. WHAT?! $75 to replace a clasp pin...cap. Are you kidding??

I couldn't believe it. I loved that watch, and baby-ed it. I even had a screen protector on the stupid thing so that the face wouldn't get scuffed/scratched. Yes, the metal band had a tiny TINY scratch on it. Probably from rubbing against something in my pocket, or resting it on a desk/table. It was a really insignificant scratch. According to their logic for voiding warranties, your watch/item would need to be in brand new condition, without the slightest bit of wear.

Despite my efforts to reason with the customer service rep, I ended up paying the $75. I seriously considered not paying it, and just calling it a loss. However, because it was a gift from my girlfriend, I felt obligated to repair the watch. It hasn't stopped bugging me since though. After getting the "repaired" watch back (they just sent out a refurbished one), the replacement got the same little scuff on the band within a couple months. Totally normal...very minor wear/tear. If you offer a warranty on a product, you should hold to your word and repair said product.

The experience definitely changed my view of Nixon as a company. Prior, I thought they were a cool company that made great watches, and that they stood by their product. Now, I will steer people away from buying their stuff...at least their watches. They may look awesome, but if you ever have an issue with it, they'll look for any reason to void your warranty altogether. Leaving you out $75, or with a busted watch.

THE END.