Invicta CS: A report of my experience.

[jskelton]

Originally Posted by liv2ride

My thought, exactly, Adam! What have you and Larry done to deserve this treatment! Up to reading this thread, I was giving every benefit of the doubt to Michael and Jim. Now, not so much... Larry and Adam, your WG bruthas are with you!

You should probably have read the posts above yours here to see my replies, and also Adam's replies back to me.

[Magster]

Let me say to those of you that are re-considering buying Invicta watches, I have over 300 of them and I've only had 2 with CS issues.

Yes, this CS stuff makes me angry, but relative to the other 298+ watches that I enjoy, it is still worth buying from Invicta. IMHO...


Larry & Adam,

Glad that Michael is now aware of your problems and will be looking for your PMs to help out.

Again, I don't think that making Michael take over for Team Invicta was a good idea. He is far too busy with his other Invicta duties to be our point of contact for all CS issues and all general Invicta questions. Just my opinion...



I'd still like to know why you can never reach CS at Invicta. SNBC gives us a "special" number, but then Rebecca's hours are cut, and she is obviously unable to keep up with the volume of calls/emails. That is evidenced by the lack of returning calls and emails. I've spoken with her once, and she sounds like a great gal, so I'm not going to speak badly of HER, my frustration is toward Invicta expecting Rebecca to keep up with everything.

Then, making it worse, by dumping Team Invicta from here and making Michael do it all. If the people making those decisions have invented a new way to add more hours to a 24 hour day, please share that with us! But, from what I've seen, they haven't found out how to create more hours, they have just decided it is ok to be known for terrible CS...

Originally Posted by Watchinator

Maggie has always been the soul of reason and patience here, and I for one, always take her posts seriously. If quality control and customer service have deteriorated to the point that she's fed up, something is definitely broken and MUST be fixed.

Thank you for the kind words... I'm really trying NOT to pile on, but when you are in the middle of trying to reach CS, the frustration does start to add up...

Originally Posted by Beanz

EVERYONE....look out the window and away from the computer screen. There is a life beyond watches. Sheesh.

So, you are completely ok with any service you are trying to get done not showing up when they are supposed to, being later than planned, not fixing your problem when you already took the time and money to let them try to do so, ...

You're right. There's a world outside of watches...

I'm not too happy when DirecTV messes up either.

You start calm and jump through all the hoops that you are supposed to, and as you get blown off, or something that was supposed to be fixed turns out to still be broken, your frustration builds...

This is a watch forum. Therefore, we talk everything watches. Having to deal with poor customer service from a watch brand, regarding a watch, is part of things in a watch forum...


Your comment does not help here...

[tenorplayer23]

Per the poster below........This is the way all should think with regard to quality service experience with any company. It is right on. There seems to be so many apologies from "customers" for raising issues about poor products and with the company's response (or lack of). It should be quite the opposite. If it appears like something isn't right, it isn't.

Some folks appear to have had good luck with many watches, but others having bad experience with three in a row or things like that, with no quality response. That's not very good. You should expect better for your loyalty. No apologies are necessary for expecting a quality product and service after the sale based on the expectations set by Invicta. They said it (and sold it to you), you should expect it.

Originally Posted by leadwolf

First off, Larry sorry for your inconvenience and thanks for sharing, Invicta should replace your watch rather than try to fix it. That's looking out for the customer, not the company. Whether there is a big event, so what? I am sure that if the CS department was fixed the big event would sell even more timepieces. Managers get paid to serve the customers it does not matter what line of job they are in. If customers are using this venue to share their bad and repetitive experiences with the CS department then, take a look at it and resolve the issue at the Company HQ and CS level. I think what happened here is a shame and let us know of how bad this CS is handling things.

LW

[Don]

Originally Posted by kissfan

before you sent it back to Invicta for another 2 month wait, try letting a local watch smith take a look at it. It sounds like a simple fix.

I personally would not let a watchsmith touch the watch at this point for obvious reason's. One of them being giving Invicta a chance to see the condition the watch was returned in, let alone a possible voiding of the warranty. Just my $0.02, best wishes on a speedy resolve that makes you happy bro!

[WatchYaThink]

Originally Posted by jskelton

Yes, there was a difference between your thread and his thread... a very big one.

I saw his, I didn't see yours.

I know it isn't as jazzy as a conspiracy theory, but that's just the way it is.

I do my best, but I'm certain I don't see every thread that I would most likely want to post in.

Jim, thank you for your comments .... if I was premature in my assessment of your motivations .... I apologize .... mea culpa.

[Panda03Bear]

Originally Posted by Magster

Let me say to those of you that are re-considering buying Invicta watches, I have over 300 of them and I've only had 2 with CS issues.

i have to agree. i have only had very minor problems with my many invictas and all in all, not a bad track record. just when something is in need of service, grab a cold one and hunker down, it's going to be a long ride.

[wman4315]

Originally Posted by WatchYaThink

Okay, so after I just ranted about the fact that despite my substantial best efforts Invicta could still not follow simple shipping instructions ... but still I did manage to receive my package today.

I took my new Reserve Excusion out of the box after waiting two months to be able to put it on ... and it did feel great on the wrist. I wanted to feel the edges on the new crown, so I rubbed the crown edge with my fingers ... and I felt the crown loosely rotate. I thought, hmmm, this is a screw down crown ... you would think that they would have screwed it down before shipping. I grasped the crown and with ZERO resistance at all the crown stem just simply slid out of the watch in my fingers !!!

And what is even more ironic .... just as this is happening, I am watching Michael with Tim on shop and Michael is talking about what "Reserve" means, and he is saying that only about the top 10% of Invicta watch makers are even allowed to ever touch or work on the Reserve pieces. And I am watching these words come out of Michael's mouth as I am sitting here with my Reserve Excursion newly received from Invicta service in one hand .... and the crown which has simply slid right out into my other hand. If the situation wasn't so sadly pathetic I'd be LMAO right now.

Now .... 1) there is no way that could have happened durring shipping .... and 2) there is no way that crown could have ever been properly installed into the watch at the Invicta service department.

I am just trying to image in my mind what could have been the nature of the "service" that this watch received while at the Invicta service department to have been shipped in this condition ?? !!!

That crown was NEVER installed properly ... and nobody tested it before shipping .... PERIOD.

The last Reserve piece that I bought from Invicta had an incorrect hand installed on one of the sub-dials. The hand was too large for the sub-dial, and within less than one revolution it hit the sub-dial bezel and jammed up. Whoever assembled that watch never even bothered to look at it after they put the hands on. There was a QC sheet included with the watch, and one of the items on the sheet was "Check sub-dial hands" .... and, of course, it had a checkmark in it !!!

IT HAD THE WRONG HAND ON IT ... AND IT WAS JAMMED UP !!!

AND NOW THEY SHIP MY RESERVE EXCURSION BACK TO ME LIKE THIS !!!

Is that the level of "craftsmanship" we can expect from the top 10% of the watchmakers at Invicta ??

I AM SO THROUGH WITH INVICTA !!

After looking at your picture , it looks like the other part of the stem is broken inside the watch as the picture shows that the stem and crown is way to short telling me that you need a new stem....

[watch76]

The only way to resolve all the quality problems with invicta is not to purchase any of there products until the quality problem is resolved 100%. that my position.

the only way invicta will respond is with poor sales. if they continue to sell watches they will look at the poor quality as part of doeing business. so everyone stop buying invicta watches if you want the quality problem resolved.

[Seattle]

Originally Posted by cjwatch

Instead of fanning the flames of Invicta contempt, we should be trying to help. Invicta bashing will not fix a watch. Team Invicta will. And since everyone wants a watch that functions as it ought, this should be our goal. One thing is certain, Team Invicta is here to help situations just like this. Give them a try and then give them another. Badmouthing Invicta has never repaired a single watch.

Detailing the facts of his experience and expressing displeasure is "badmouthing and bashing"?? Wow dude, maybe you should just PM a list of adequate responses to all of us that make you happy (or get outside more??).

[BadMax]

Originally Posted by iceman64

First, I hate to hear stories like this, but I would have to agree here.

Noone is saying that the human factor does not exist, and that SOME warranty situations may be normal. I get that. But IMO, the way that Invicta promotes the Reserve pieces, as being the pinnacle of the brand, and excellence in watchmaking, these occurances are a testemant in philosophical contradiction. To day in and out, make the claim that these pieces are the "best of the best", and to see situations of this nature, to me is unacceptable. At the very least, call them "Reserve" and stop there. If the top 10% of their watchmakers, and subsequently QC are unable to control these incidents, makes you wonder what are we getting in the non-Reserve pieces???

It's one thing to have an issue that may not be visible to the eye, or not readily obvious, that could bring in the human factor. Granted. But this, and many others I have seen posted, should never leave the factory in this condition.

Lastly, as far as those posts who have questioned the need to "bash" anyones CS, not just Invicta, I say this. IMO, the desire to express these opinions are absolutely warranted, because they are so obvious that a layperson could likely spot these defects, much less an "elite" watchmaker or trained QC inspector, if they were even checked in the first place. It would stand to reason that they never were. My 2 cents ...

Amen to that brother

[BadMax]

Originally Posted by Panda03Bear

i am with you in that all the 160+ posts to my thread make it seem like i am complaining or whatnot, but I am not. normally I would have had it closed, but I would really like michael to see it. and mags, just to clarify, I do not blame or count against michael or jim for not responding to my thread as i know they are busy. i was just a little butt hurt on my end. nothing to do with them really.

Im sorry your but hurts Adam, I guess this situation has Indeed been a pain In the ..well you know

[watchdude1]

Larry, I feel bad for your situation. I'm glad Michael is on the job. One word about "boycotting" Invicta. This seems rather absurd for the vast majority of us who have never had an issue with their Invicta timepieces. After this last event, I am up to 56 Invicta's and have had 2 CS issues, one was an easy fix dealing with a bracelet which I just took to my local jeweler. The other was dealing with a quartz movement which stopped and started and as opposed to letting it aggravate me, I just sent it back.

If you have a bad track record with Invicta, then stop buying their watches. Nobody could blame you for that. However, to suggest that the majority of us who have only experienced quality product, why would we ever do that based on experiences of others? I have owned Invicta watches for the past 9 years now and have enjoyed them all and plan on continue buying more. I do feel for those who have had bad experiences. If, down the road, I experience similar issues you can bet I will be the first to make an issue out of it.

I think all these things are important to bring up on this forum. I feel for reputable members (or anyone for that matter) who are having issues with Invicta product. To give our support seems reasonable, to call for a full on "boycott" seems absurd. JMHO

[CurrentTime]

Lack of reported CS/Quality issues doesn't mean they don't exist.

For all the "positive" experiences had by the majority of folks who buy (and post here), there are many, many, many cases that either don't get posted, are posted and "ignored", are posted and the OP gets labeled as a hater and "run out of town" because they didn't report a positive experience, or have their experience "noted", but overshadowed by the reports of . . . "I have xxxx thousand watches and have never had a problem with 'said brand' " (like that somehow makes a REAL issues disappear).

Then there are those who have issues and keep buying the brand in question. And some stop buying them, all together.

I see very few issues that actually get resolved. Typically, the watch gets returned. Sometimes the watch it taken to a local jeweler and repaired. Then there are times we read about people reluctantly sending their watches in for Warranty work (and sometimes incurring additional problems). Finally, there are those who experience a positive CS/repair experience (which is great for all).

Which ever "camp" you may belong to, there are real problems that need to be addressed for some of our members. Why is it such a surprise to folks to read about issues and problems here? It has become self-evident that they exist.