At this stage it looks like I'm getting a refund but I won't count my chickens yet. They still refuse to acknowledge that the watch is anything other than perfect.
I'll attach the photos at the bottom to refresh the memory of anyone reading this and will copy and paste the latest couple of emails from our correspondence. If any newbies are reading , take note. If I had not done my research prior , kept all records of advertising/written+phone correspondence and threatened to use them in some ways that would damage their business I would've been walked all over. I've been aggressive (not abusive) and proactive in order to convince them that I mean business.Anyway here's the latest response from the jeweller (note the sudden change of tone now that they're worried about what I might do):
We hope that, after having a day or so to think about things, perhaps you do after all feel like you have gotten a good value from us. It is worth reiterating, the piece you have is exactly as described in all my communications with you. I know that, following my unfortunately terse email to you yesterday, you grew suspicious that we (**** Jewelers) are something other than what you originally thought. We are not. You purchased from a highly reputable business; we are a Vacheron Constantin Authorized Dealer; and your timepiece, which, again, I assure you is not pre-owned, was in our VC display up until the time I pulled it to prepare to ship to you. All the aforementioned are facts that I assure you you do not need to question (although I understand it is natural to do so) for a nano-second.
Should we reach the conclusion that a return is the best option - as long as, of course, you truly have not worn the timepiece (other than to try it on) and, as you indicated, it is in the exact condition in which you received it -we are willing to do that. And please know, I understand that returning would not be a "win" for you. We just want you to be happy with your purchase. We certainly expected that you would be and were of course disappointed to hear that that was not the case.
At your convenience, please advise.
Thank you Brent,
And now here's my exasperated response.................Hi **** ,
I think , as they say in the classics , “what we have here is a failure to communicate.” After a couple of very long emails I’m not going to keep trying to convince you that the watch is not in new condition or of the reasons why your reputation, where you stored the watch, what you paid or what I paid are no longer relevant when the watch is damaged goods . I have also tried to explain how just a few dings make a huge difference to the value situation. I can only assume that you are required to follow an “admit no fault” store policy – that’s the only logical explanation.
I just cannot for the life of me understand how we are still at this impasse given your apparently great reputation for customer service. It’s pretty simple really – your watchmaker failed to affix the strap properly and you either knowingly supplied a watch with dings on it (as shown in your photos!!) or you have a claim against Vacheron Constantin for supplying you with faulty goods. I’m pretty clear on which is which at this point.
I’m going to have to request that you organise a return and I will reiterate my promise that the watch has been tried on once and has not been worn beyond that. I cannot believe that you are worried about still being able to sell this watch “as new” but that’s your business I suppose.
It still frustrates me that you cannot see my point of view , so I’ve come up with a little analogy for you where you play my part. You come into Brent’s Ford dealership and sign on the dotted line for delivery of a brand new car at a super duper price and my salesman advises you that you can expect delivery in a week’s time. As a bonus I throw in a free window tint (strap change). In the meantime -either at the factory or the dealership , we’re not sure- some hail damage occurs and there’s half a dozen dings on the hood and the roof. The window tint hasn’t gone well either and it’s already peeling away. I decide to deliver to you anyway .
Despite your very valid protestations , my repeated answer to you is this. “I can only assure you **** that you have purchased a brand new Ford , straight from the factory that has never left the dealership. It is not pre-owned and let me reiterate that we are official Ford dealers and reputable Ford dealers at that. The car is brand new and as described in all our correspondence. You got an amazing price , not much above cost and I hope in time you come to realise what a great deal you have received”. In the meantime you have a car that you’d have trouble selling if you ever needed to (without significant repair expense and time without a car) and a car you would have trouble insuring at anywhere near what you paid. Great deal indeed. You either accept the deal or take legal/other actions , which is where I find myself.
Anyhow................we agree to disagree I suppose. I await your advice re pickup etc..... for the return. As I said I take no joy in any of this – it’s taken plenty of time, correspondence and money (including wire fees, shipping and GST) to get the watch here and to be at this point is extremely disappointing. I may not find a similar watch at a similar price but I’m prepared to pay a bit more to get something in genuinely new condition.