Time should be up for shoddy watch repairers

I’VE been referred to your consumer rights page by my mother, who happens to be an avid reader of your great columns on all consumer-related scenarios.

I recently experienced a bit of a distasteful and unfair service, and I’d like to know what are the steps and rights I have as a consumer for a service render.

I have a Casio G-Shock Databank Telememory G-2110 watch, which I have had for many years. It was bought by my dad, give or take about 21 years ago, with an obvious good amount of sentimental significance attached to it. At the time of purchase the watch cost well over R1 200.

About just over a month ago, I took my watch to an upscale jeweller for a battery replacement. Prior to booking in my watch, my watch was in reasonable working order with the power switching on and off, given the battery need to be replaced. I was told by the consultant my watch would need to have a pressure test performed by an in-store technician for the watch to be properly sealed because the watch is able to withstand roughly 20 bar of pressure, meaning the watch is able to go to a depth of 200 metres. I agreed that the test be done once the battery was replaced. The order was invoiced and the job was done on collection as promised.

The watch was in good working order before leaving the store. About a week or so later, my watch started misting up and within that week, the watch was dead, with the mist still accumulating on the inside of the glass. I took it back to the store for inspection and a follow-up call occurred over reasons for the issues.

I was then told my watch was dead and would either need to be sent to the supplier for further inspection or be replaced with a 40% discount on any selected watch within the store, which tells me they accept some liability.

Mind you, I knew the real reasons for the accumulation – the pressure test/seal was not performed properly. I recommended the watch be sent to the supplier.

The turnaround time, I was told, would be a month and I would receive a follow-up call, which I never did after the month had passed. I collected my watch and was told I would need to speak to the consultant who dealt with me, but unfortunately she was not available at the time of collection.

I would like to know what exactly I am able to do in this situation of either a replacement of the same model or some form of reimbursement. I am the one sitting at a huge sentimental (and value) loss.

Georgie: I suggest taking it for an independent assessment to determine the fault. Then, if the manager still disputes their liability, approach the Consumer Goods and Services Ombudsman for assistance.