SurfStitch - What Are Their Warranty Obligations? Say I Need to Return a Watch to The Manufacturer Direct?

tunzafun001 on 01/04/2020 - 14:47

Hi guys,

I have an 18 month old Nixon watch that stopped working. It's basically in brand new condition, only wear on special occasions etc, not a scratch on it.
Took it to a jewler assuming it was just the battery. New battery fitted, still dead. The Jewler put the old battery in, said they are a rubbih movement inside and send it back.
I contacted Nixon, they said they will warranty it as it has a 5 yr warranty (and lets face it, they know what's inside them). But in the current climate, they said you wont see it returned for 'ages'.

Now I bought it from Surstitch. In my understanding, the retailer is responsible for warranty claims on my behalf? They still sell this model of watch. and could easily replace it straight up as it is dead. However, Surfstitch say they only handle watch warranty claims for one year. After that I need to sort it with the manufacturer myself.

Doesn't seem right to me. If you dont like their 5 yr warranty terms, dont sell them?

Can anyone confirm this is the legal /ACL process?

Cheers

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Comments

  • spackbace on 01/04/2020 - 14:48
    +2

    and could easily replace it straight up as it is dead.

    You don't get new for old replacement for an 18mo watch. It's going in for repair

    As it's going in for repair, it makes no difference that you go through the manufacturer, as Surfstich are just going to send it to them anyway. You'd be cutting out the middle-man (which reduces the chances of it getting lost)

    • tunzafun001 on 01/04/2020 - 15:22

      Cheers,

      Seems logical, but they are a cheap manufactured watch. I recon it would be more cost effective to bin it and replace vs paying to do the repair. But maybe they are well versed in chnaging over the movements.

      Anyway, Who covers the return postage for a warranty returns? In the past Surstitch have covered warranty return postage, hence why I bought it through them. Also provides a paper trail to prove I have posted it.

      • spackbace on 01/04/2020 - 15:25

        Anyway, Who covers the return postage for a warranty returns?

        Call them again and ask…?

  • Randxyz123 on 01/04/2020 - 15:58

    Surfstitch don’t need to replace it with a brand new one but they do need to assist with the warranty.

    I’d probably go straight to the manufacturer and would just hold off until things become normal again. You might have to pay for postage since it is a watch and not anything massive like a TV which could hundreds to ship back. Check the consumer law site for details.

  • Skramit on 01/04/2020 - 16:09

    Everything you described seems pretty normal to me. Cutting out surfstitch from the warranty claim is probably a blessing anyway.

    ~$10 postage to get a watch fixed/replaced after 18 months is a pretty good deal IMO (ignoring the poor quality of the watch factor). Send it off and be happy you have a 5 year warranty.

    Also, theres no way arguing ACL etc. with SS will bring a better result. Move on from your annoyance and claim the warranty with the manufacturer.

  • tunzafun001 on 01/04/2020 - 17:09

    Okee dokes. But there is no signature on delivery at the moment. Surfstich would provide an RA number. I paid close to $300 for the watch, and have been burnt with postage before.

    • MagicMushroom on 01/04/2020 - 18:36

      You don't pay the postage or any fee for warranty repair unless you're responsible for the damage or nothing was actually broken.

      • tunzafun001 on 01/04/2020 - 19:34

        How do you send it back? Nixon gave me a postal address, but it wasn't return paid or anything. So again, no tracking or proof that I ever sent it if I simply send it to that address. They can simply say 'what watch?' or maybe legitimately Aussie post lose it and same result.

        Are you saying to call Nixon back and ask for a tracked return postage option?

        • MagicMushroom on 01/04/2020 - 20:15

          Normally manufacture/retailer will give you paid postage label. I would call them again or do it at your own cost if you can't be bothered.

  • uncompressed on 01/04/2020 - 18:26

    Contact Nixon directly. While it should be Surfsitch's responsibility, Nixon (in my past experience) is pretty good with their support and follow up.

    I did everything via email but have also done it via their retail shopfront even though the watch was not purchased directly.

    • tunzafun001 on 01/04/2020 - 19:40

      Hmmm, they did try and dodge a warranty claim for getting a jewler to change the battery (ie. For warranty they want you to send the watch to them for a simple battery swap). Has the ole 'you must service your car with us' feel to it. I watched the jewler change the battery. They did nothing remotely wrong. He then put the same battery in another watch and that worked. In the end they agreed if nothing looks damaged they will repair/ replace it.

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