Begin forwarded message:
From: Peter Edstrom <peter.edstrom@gmail.com>
Subject: Re: Eddie Bauer General Inquiry (#2043-302131519-7066)
Date: July 15, 2012 2:20:54 PM CDT
To: Eddie Bauer Customer Service <customerservice@service.eddiebauer.com>
I have not received a response to my email 12 days ago. Please advise.
Peter Edstrom
(612) 594-0044
On Jul 3, 2012, at 10:23 PM, Peter Edstrom <peter.edstrom@gmail.com> wrote:
So are you giving me merchandise credit based on the 20-year-old receipt, or are you swapping the watch for the Luminox 47mm Blackout Field Watch, which is obviously more expensive, even when accounting for inflation.
I'm asking for you to be specific, because I'd rather pursue other repair options if you are just going to give me $60 back. $60 doesn't cover the cost of a new watch, and I think that you would agree with me that the warranty from 1992 (of which you are asking me to give up), is worth quite a bit. They don't make warranties like that any more.
Also, can we get some consistency in this conversation on your end? Elsa, Michele, Wilhelm ... you're all great, but maybe it's time to escalate this to a supervisor that has dealt with your old warranty and your inability to fulfill it any longer.
I don't need more apologies - I just want to work out something with you that acknowledges the situation, and is satisfactory to both of us.
As I see it:
- I'd like a functioning watch
- a battery replacement will likely solve this
- your warranty covers battery replacements
- battery replacements are cheap, so I was going to pay for it to be done locally, since it would be easier than sending the watch in.
- the local shop, Batteries Plus was unable to open the case
- I turned to you, since you previously maintained a service center (as noted in the warranty)
- you no longer maintain a service center and are unable to fulfill your warranty
- a return or exchange would nullify the existing warranty
- The watch I have is no longer sold by you, though you have a somewhat similar model that I don't care for and has a far less desirable warranty.
- you have another watch I like, despite the warranty, however it is more expensive than the one I purchased in 1992.
As originally suggested, perhaps I should explore other local battery-replacement shops, and you could just reimburse the battery fee?
Looking forward to your reply,
Peter Edstrom
(612) 594-0044
On Jul 3, 2012, at 9:34 PM, Eddie Bauer Customer Service <customerservice@service.eddiebauer.com> wrote:
Dear Mr. Edstrom,
I'm sorry the Field Watch you purchased was defective. It is our guarantee to deliver quality products to our customers and we have failed you. I am also sorry to tell you that it is no longer available.
Please return your item using the shipper of your choice to the following address:
Eddie Bauer, LLC
ATTN: Customer Returns
6759 Port Road
Groveport, OH 43199
Just write-in Reason Code 41 on a piece of paper with the item's name and a copy of the transaction receipt, and put them inside the package. Please allow a minimum of 14 days for us to receive and process your return. We will process a full refund for you, including return shipping. We will issue your refund using the same method as the original payment. Returns without a receipt or items purchased with e-gift cards, gift receipts and award certificates will be refunded as a merchandise credit.
I am sorry the Field Watch did not work out for you and for the inconvenience this may have caused you. If you have any questions, please reply to this email or call Customer Service at 1.800.426.8020.
Sincerely,
Elsa T.
Eddie Bauer Customer Service
-----Original Message-----
From: Peter Edstrom (peter@edstrom.net)
Sent: Jul 3, 2012 9:35:51 AM
Subject: Re: Eddie Bauer General Inquiry (#2043-302131519-7066)
This is disappointing.
Would you consider replacing it with your Luminox 47mm Blackout Field Watch?
Thank you,
Peter
On Jul 2, 2012, at 6:25 PM, Eddie Bauer Customer Service wrote:
> Dear Mr. Edstrom,
>
> I received your request concerning the repair of your watch. Eddie Bauer does not provide repair services, and I apologize for sending this same email response. But, if you feel your purchase has not lived up to expectations and you are not satisfied, your watch is covered by the Eddie Bauer Guarantee and it can be returned. If you decide to return it, you can choose the most convenient return method at Returns & Exchanges. We are unable replace the battery, but we will replace the watch or give you a merchandise credit for the value of the watch. We will make it right.
>
> If you have any additional questions, please feel free to reply to this email.
>
> Sincerely,
>
> Michele W
> Eddie Bauer Customer Service
>
> -----Original Message-----
> From: Peter Edstrom (peter@edstrom.net)
> Sent: Jul 1, 2012 4:56:41 PM
> Subject: Re: Eddie Bauer General Inquiry (#2043-302131519-7066)
>
> Wilhelm -
>
> I appreciate that, and actually was just going to have the battery replaced by the store Batteries Plus since it was more convenient. However they could not get the watch open.
>
> I really hate to be a bother about it, but when I bought the watch (1992) you offered a warranty as stated: "Repairs and maintenance of your watch will be provided free of charge for the life of your watch, including crystal and battery replacements." Few things have that sort of warranty any more, and I have been a long time fan and customer of EB due to this watch and it's awesome warranty.
>
> Here's a pict of the receipt and warranty:
> https://dl.dropbox.com/u/360971/IMG_1189.jpg
>
> Let me know how we can arrange to have the battery replaced. Maybe I take it in to a jeweler and you could reimburse the fee?
>
> Thank you!
> Peter
>
> On Jul 1, 2012, at 3:16 PM, Eddie Bauer Customer Service wrote:
>
> > Dear Mr. Edstrom,
> >
> > I received your request concerning the repair of your watch. Eddie Bauer does not provide repair services. However, if you feel your purchase has not lived up to expectations and you are not satisfied, your watch is covered by the Eddie Bauer Guarantee and it can be returned. If you decide to return it, you can choose the most convenient return method at Returns & Exchanges.
> >
> > If the item is in need of some minor repair due to normal wear, I recommend you take it to a reputable repair shop in your area. If you have any additional questions, please feel free to reply to this email.
> >
> > Sincerely,
> >
> > Wilhelm C
> > Eddie Bauer Customer Service
> >
> >
> >
> > -----Original Message-----
> > From: peter@edstrom.net
> > Sent: Jun 30, 2012 8:13:07 AM
> > Subject: Eddie Bauer General Inquiry
> >
> > I have an old field watch that needs the battery replaced. Do you still have a watch service center where I could mail it in? What is the process on how to do this now-a-days?
> >
> >
>
>
> Peter Edstrom
> 612-594-0044
>
>
>
Peter Edstrom
612-594-0044
Peter Edstrom
612-594-0044
