Seiko, Coserv Bad Customer Service, Ignored Request ripoff Mahwah New Jersey
I sent an email to the company regarding a watch my husband bought me:
Sent: Wednesday, May 31, 2006 2:41 PM
To: custserv@scamahwah.com
Subject: Seiko Watch Model SXJZ28
My husband purchased the above modeled watch as a Christmas gift for me in 2004.
The gold tone on the inside of the band is eroding, exposing a silver material underneath. One of the two materials is causing my wrist to turn green every time I wear the watch! I will not wear the watch anymore because of the ugly green band underneath the watch strap.
Can anything be done to correct this?
Thank you in advance for your help.
They Replied:
From: CUSTSERV [mailto:CUSTSERV@seikousa.com]
Sent: Wednesday, May 31, 2006 3:38 PM
To:
Subject: RE: Seiko Watch Model SXJZ28
Dear Ms ----,
Thank you for choosing Seiko Coserv for your timepiece parts and materials needs. To order replacement parts for your timepiece, please contact us here at Coserv. Our toll free number is 1-800-722-4452, we will only process consumer band, strap, clasp, battery, and pin order requests over the phone. We do not sell Gaskets, Crystals, Cases, Bezels, Casebacks, Stem/Crowns, Movements, Perpetual Calendar Batteries, Dials, 14K or 18K Watch Parts, or Watch Repair Tools directly to the public, however you may be able to obtain these parts through a local Jeweler or a Material Supply House. You will need the following information when you order parts from Coserv:
Caseback Number: ___ ___ ___ ___ - ___ ___ ___ ___
Model Number (optional):
Part Number (optional):
Color: Yellow/Gold tone White/Silver tone Grey/Titanium
Black Two Tone Other: ________
Our customer service representatives will be happy to help you with replacement part orders. We appreciate your business and look forward to completing your parts order.
Respectfully,
Todd V. Ehrenfels
Coserv, a division of Seiko Corporation of America
1111 Macarthur Blvd
Mahwah, NJ 07430
Tel. 1.800.722.4452
Fax. 201.529.4543 or 201.529.4525
To which I replied:
From:
Sent: Wednesday, May 31, 2006 3:46 PM
To: CUSTSERV
Subject: RE: Seiko Watch Model SXJZ28
Todd:
Thank you for the information, only I don't understand why I would need to replace the band on a $200 watch that is less than two years old. Does this happen often? That's absurd! I've never had to replace a band on my $10 Walmart watches (which don't corrode & don't turn my wrists green) and I can wear them while I do the dishes!!
And they replied:
From: CUSTSERV [mailto:CUSTSERV@seikousa.com]
Sent: Thursday, June 01, 2006 8:59 AM
To: ----
Subject: RE: Seiko Watch Model SXJZ28
Dear Coserv Customers:
In reply to your recent letter concerning how to obtain service and/or parts for your timepiece, please be advised as follows: Coserv, the repair division of Seiko Corporation of America, can perform repair services on most Seiko, Pulsar, Jaz, Lassale, Wired and Spoon watches and clocks. These facilities will provide you with a free written estimate(s) to the cost of repairing your timepiece(s), including any part(s) it may require. We cannot provide estimates without first having the opportunity to evaluate a timepiece to determine the cause of the problem.
If you would like Coserv to evaluate your timepiece please send it to our service center. Please Note: We do not register warrantees, warranty paperwork (original Warranty Card or Sales Receipt) must be sent with the timepiece for the work to be evaluated under the warranty. Items not covered under warranty, timepieces outside of the warranty period, and timepieces received without warranty paperwork will be estimated for normal repair costs as necessary. After evaluation is completed, we will contact you by mail with the results of our findings.
PLEASE DO NOT SEND THE ORIGINAL GIFT BOX SINCE IT WILL NOT BE RETURNED. We suggest you insure the package for your protection. Please send the timepiece to:
COSERV
1111 MacArthur Blvd.
Mahwah, NJ 07430
800-722-4452
In addition, Coserv does sell bands, straps, some batteries, and band parts directly to consumers, and provides extra links free of charge. Please call 1800-722-4452 to order parts from us directly. Thank you for contacting us about your timepiece.
As always, we at SEIKO CORP OF AMERICA are committed to our customers and will be happy to assist you with any questions you may have.
They are pretty much ignoring the fact that their product is defective, and did not offer to repair or replace the part. While the watch is still under warranty and I could probably have the band replaced, I think it's absurd that a watch that costs this much has this type of problem!
Don't waste your money on this brand of watch!
Darcie
Helmetta, New Jersey
U.S.A.
15 Updates & Rebuttals
Didier
Shalimar,Florida,
Coserv is a repair shop, not involved in warranty
#16Consumer Suggestion
Thu, April 18, 2013
I think the poster confused Coserv for Seiko. As described by their own web site, Coserv only makes the repairs on behalf of Seiko. They also repair other brands (like Fossil). In any event, the fact that it is not called Seiko should have been a clue. You send your watch, they tell you how much it will cost to repair it. End of story.
If you have an issue with warranty, I suggest you contact Seiko directly or the store where your husband bought the watch. They may be able to get Seiko's attention.
Coserv's response could have been more clear about that point.
That said, I have a dozen of Seiko watches with metal bands. Some are almost 40 years old and well worn. None has corroded at all. Make sure your watch and the band are true Seiko and not imitations. There are many fake Seikos around and there are so many models, it's not always easy to tell.
My experience with Coserv has been generally good as far as the repairs are concerned. I had several watches repaired and all came back looking good and working great. They will only fix what you ask them to. I had to send a watch twice. First time they replaced the movement but not the crystal (I was not clear that I wanted the crystal replaced too) so I had to send it again for the crystal. Prices are fair.
bikeymikey
Tampa,Florida,
SEIKO Service Mahwah NJ Great Repair Shop!
#16Consumer Comment
Thu, March 28, 2013
Have just received my SEIKO Kinetic watch back from repair at the SEIKO (SCA) facility located in Mahwah, NJ.
I am not sure what the relationship is between that company and the former COSERV at the same address. However in February 2006 COSERV repaired my watch there and did a wonderful job. At that time it needed a new capacitor as it is a kinetic model purchased in 1998.
The repair just completed this month was on the same watch. However the problem was the second hand movement needed to be replaced. This was my fault, as I dropped the watch on a tiled floor. However I wanted to report here that this company did an outstanding job on the most recent watch repair this month at a very reasonable price.
Not only was the repair done perfectly but the watch was also cleaned thoroughly and returned quickly to me in absolutely perfect condition.
These people (SCA-SEIKO) are doing a wonderful job at a time when it is difficult to find quality or commitment anywhere in our society without having to pay dearly for it, if even then.
Please don't hesitate to send your watch to them for repair. I'm a consumer and am not related to any of the owners or employees of the company. I also do product reviews on Amazon.com. as a consumer.
Bikeymikey
Tampa, Florida
MadAl
United States of AmericaCoserv just doesn't read the formal service request
#16Consumer Comment
Sun, February 14, 2010
My experience over the past several years trying to have a Kenetic Auto Relay watch repaired has been they just don't read the ENTIRE report requested by phone. They read the first one, the watch skips seconds, and that's it. The rest of the report goes entirely unaddressed. Maybe they don't want to service the watch, maybe good help is hard to get, maybe there's a literacy problem. But I won't be buying another Seiko.
vlasko29
United States of AmericaCOSERV a class act!
#16Consumer Comment
Fri, January 22, 2010
First of all, I will concede that emailing them is a waste of time.
Just pick up the phone and call them!
That's the only downside. In all other respects, COSERV provides one of the best after-sales experiences you will encounter.
They routinely go out of their way to make the customer happy. This includes both providing complimentary service after the warranty term has expired, as well as servicing items that are not covered by the warranty. My personal experience and other comments confirm this.
SEIKO is a global company and in other parts of the world you can only dream of this level of service from their service centers. For example in Canada, even on a legitimate warranty movement repair (and the warranty does not cover case, crystal, bracelet/strap or battery - read the booklet, and don't even dream of having these replaced at n/c) you are expected to include an $18 check for s/h.
I have a 2001 kinetic. Last year, 5 years after the warranty ran out, COSERV replaced the capacitor in my watch at no charge. I am going to order a new case from them that they are sourcing for me from Australia/Japan (the current one has some little dings and scratches) just so that I can keep this watch at least for another 10 years. It'll look like new and I still like it more than any other watch selling for less than $500.
M3rl3n
Robins,Iowa,
United States of America
Repair Facility... NOT Seiko
#16General Comment
Wed, January 20, 2010
Keep in mind that this is an authorized repair service and that they are in the business of fixing the watches. They are not Seiko and they have nothing to do with the design of the watch or the band. In understanding that, their responses were fair and understandable.
Mr. Wesley Sales
Yorktown Heights,New York,
U.S.A.
Coserv Seiko Watch Repair: Good Experience
#16Consumer Comment
Sat, June 20, 2009
I had a Seiko Kinetic repaired by Coserv in Feb 2005 for stuck winding wheel. It was fixed satisfactorily and still working. Pleasant surprise: They also installed a new capacitor that would significantly increase the power reserve, for free. Because of the previous good experience, I'm going to have them repair the same watch - to replace the winding shaft/crown that was knocked off by accident.
Rick Fochtman
Woodridge,Illinois,
U.S.A.
Co-Serve not responsible
#16Consumer Comment
Wed, May 20, 2009
My father had several Seiko watches but was unable to keep one for more than about 1 year. Something about his skin or metabolism was such that the seals were rendered ineffective and bracelets were discolored/stained. We were never able to determine the exact cause, but the same held true of any watch he bought that wasn't made of stainless steel, whether a $10 TIMEX or a $400 Seiko. I suggest that the lady making the complaint MIGHT have a similar problem, though to a lesser degree. CoServe has always taken good care of me and I continue to use their services without complaint.
Rick Fochtman
Woodridge,Illinois,
U.S.A.
Co-Serve not responsible
#16Consumer Comment
Wed, May 20, 2009
My father had several Seiko watches but was unable to keep one for more than about 1 year. Something about his skin or metabolism was such that the seals were rendered ineffective and bracelets were discolored/stained. We were never able to determine the exact cause, but the same held true of any watch he bought that wasn't made of stainless steel, whether a $10 TIMEX or a $400 Seiko. I suggest that the lady making the complaint MIGHT have a similar problem, though to a lesser degree. CoServe has always taken good care of me and I continue to use their services without complaint.
Rick Fochtman
Woodridge,Illinois,
U.S.A.
Co-Serve not responsible
#16Consumer Comment
Wed, May 20, 2009
My father had several Seiko watches but was unable to keep one for more than about 1 year. Something about his skin or metabolism was such that the seals were rendered ineffective and bracelets were discolored/stained. We were never able to determine the exact cause, but the same held true of any watch he bought that wasn't made of stainless steel, whether a $10 TIMEX or a $400 Seiko. I suggest that the lady making the complaint MIGHT have a similar problem, though to a lesser degree. CoServe has always taken good care of me and I continue to use their services without complaint.
Rick Fochtman
Woodridge,Illinois,
U.S.A.
Co-Serve not responsible
#16Consumer Comment
Wed, May 20, 2009
My father had several Seiko watches but was unable to keep one for more than about 1 year. Something about his skin or metabolism was such that the seals were rendered ineffective and bracelets were discolored/stained. We were never able to determine the exact cause, but the same held true of any watch he bought that wasn't made of stainless steel, whether a $10 TIMEX or a $400 Seiko. I suggest that the lady making the complaint MIGHT have a similar problem, though to a lesser degree. CoServe has always taken good care of me and I continue to use their services without complaint.
Bondodude
Montrose,Colorado,
U.S.A.
UNBELIEVABLY GOOD SERVICE FROM COSERV.
#16Consumer Comment
Sat, December 27, 2008
I have only had one experience with Coserv.
I have a Seiko watch and needed 2 links to make it bigger. I was told by Seiko to contact Coserv. I phoned them and gave them the numbers they wanted from my watch. The gentleman I spoke to said that the parts were in stock and wanted to know if FIVE links would be enough. I said yes. He replied that he would get them sent out to me the same day at NO charge to me whatsoever.
They arrived in a few days and were exactly what I needed. I must note that I had expected to pay for these parts. I had contacted two other companies that wanted to charge $29.00 for three links plus shipping! I wound up getting five for free. It is hard to beat that kind of customer relations. They are ok in my book.
Michael
Willliamsburg,Virginia,
U.S.A.
Coserv Seiko service
#16Consumer Comment
Tue, August 19, 2008
I'm sympathetic to the person(s) who feel they've gotten poor service from Coserv, but I've dealt with them four or five times in as many years. The watches I've sent for repair have always come back repaired and working properly.
The only problem I've noticed, is that when I've called, they sometimes sound as if they're a little bit frazzled. But I also work with the public and I understand.
Bill V.
Tamarac,Florida,
U.S.A.
My experience was great !!
#16Consumer Comment
Sat, November 03, 2007
I read the information about coserv and thought I would share my experience.
I have a Seiko watch which I bought in approximately 1996. In about 1999 I broke the band on the watch and brought it to several jewelers who did not have the part.
In 2007, I called coserv to inquire about the broken part on the band (yes 10 year old watch!). I got a similar email to the one posted above, but I called as directed with the requested information.
The associate who handled my call informed me that I needed an "End Link", and that they would provide it for me at no charge!
I then received the bad news good news.... End links are no longer available for your band ... we are going to send you an entire band at no charge !!!
So... for a 10 year old watch, they are giving me a brand new band without even charging me for the shipping!
I think the negative experience reported might be due to not calling in, because they took my expectations and blew them away.
good luck.
Bill V.
Tamarac,Florida,
U.S.A.
My experience was great !!
#16Consumer Comment
Sat, November 03, 2007
I read the information about coserv and thought I would share my experience.
I have a Seiko watch which I bought in approximately 1996. In about 1999 I broke the band on the watch and brought it to several jewelers who did not have the part.
In 2007, I called coserv to inquire about the broken part on the band (yes 10 year old watch!). I got a similar email to the one posted above, but I called as directed with the requested information.
The associate who handled my call informed me that I needed an "End Link", and that they would provide it for me at no charge!
I then received the bad news good news.... End links are no longer available for your band ... we are going to send you an entire band at no charge !!!
So... for a 10 year old watch, they are giving me a brand new band without even charging me for the shipping!
I think the negative experience reported might be due to not calling in, because they took my expectations and blew them away.
good luck.
Bill V.
Tamarac,Florida,
U.S.A.
My experience was great !!
#16Consumer Comment
Sat, November 03, 2007
I read the information about coserv and thought I would share my experience.
I have a Seiko watch which I bought in approximately 1996. In about 1999 I broke the band on the watch and brought it to several jewelers who did not have the part.
In 2007, I called coserv to inquire about the broken part on the band (yes 10 year old watch!). I got a similar email to the one posted above, but I called as directed with the requested information.
The associate who handled my call informed me that I needed an "End Link", and that they would provide it for me at no charge!
I then received the bad news good news.... End links are no longer available for your band ... we are going to send you an entire band at no charge !!!
So... for a 10 year old watch, they are giving me a brand new band without even charging me for the shipping!
I think the negative experience reported might be due to not calling in, because they took my expectations and blew them away.
good luck.