This was not exactly what the customer asked for. The customer felt dejected, and he simply went elsewhere. Offering a discount on a new watch instead of replacing a battery sounds like a company was not listening to the customer’s request and was trying to turn a simple battery replacement into a sale. Refusing to replace a battery seems more like a policy based on the watch being vintage and not a parts shortage. I find it hard to believe that a Watch Service Center would not have any number of batteries in stock or could not easily acquire one. For instance, I found the Hunter Mach 3’s CR2320 3-volt battery for $2.67 on Amazon. They are not rare and almost any imaginable battery is available nowadays. Batteries are consumables that need to be replaced after several years of service. It can be counterargued that a watch battery should never be considered an “unavailable part”. Also, you can see that battery changes are one of the options that the customer may request. To be clear, there is no indication on Swiss Army’s Service Request page that they will not service vintage watches. Taken out of context, this seems like a reasonable thing for a watch company to say, however, we know the context of this repair was a simple battery replacement and not some fancy part. So far everything in the email seems fairly legit, but it’s the next paragraph that states “Given that we are unable to secure parts for your repair…” that could be considered controversial. Admittedly, quantities of these items can run out and eventually particular watch models may become unserviceable. Such parts could include movements, hands, dials, bracelets, and items that would have been produced many years ago for that watch. It continues to say that “…or that we no longer have parts in stock to repair.” This clause might imply that the watch is broken and might require special parts specific to that model to make it work again. This statement is true because the Hunter Mach 3 watches were made in the early 2000s. We’ll start on the first paragraph, which states “Regrettably, this is a vintage model that is either discontinued…”. Let’s examine the generic email that Joe received in detail. Give Your Wristwatch as a Sentimental Gift.The Best Gift Ideas for Watch Collector Presents.Buy Victorinox Swiss Army Watch Bands and Bracelets.The Best Watch Review Websites and Horology Blogs.The Best Wrist Watch Channels on YouTube.Manufacture Dates of Victorinox Swiss Army Watches.Unofficial History of Victorinox Swiss Army Watches.
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