Still Not a Good Look Doxa...
UPDATE: I received a second set of shipping documents on Thursday morning with an email from a new Doxa employee stating my pickup was now that same day with the window from just when I received the email until that evening. I replied I would do what I could to have it printed out by the afternoon but was out after 5pm. I offered to be available on Friday. They changed the pickup by FedEx to Friday between 9am and 6pm. I waited until 11pm with no call or driver showing up.
Not long ago I posted about having to send my Doxa Sub 300T back for warranty work after less than two months. Now this can happen and it's ok. What is most certainly not ok is being ignored, lied to, blamed for something and then after accepting that you made an embarrassing mistake discovering that you were correct the whole time.
Let me explain...
I had received an email from Doxa that I had to send in the weight and measurements for the package I would be sending to them that contained the watch. In this email it was stated that following my doing so I would receive a shipping label for FedEx and that my package would be picked up. I had been through this before in the recent past with another watch so it was as expected.
I did as asked and then waited for the phone call from FedEx, it never came. After about a week I contacted Doxa to ask what was happening. No response. I emailed again and was a little more firm in my wording.
Today I received an email from Doxa that stated I had to call FedEx myself and nothing more. A single sentence. I did so and was informed that I had to go to the office and drop off the package. I wasn't happy about this as I'm handicapped (not overly mobile), don't drive and the office was a distance away requiring me to take a cab there and home again.
I emailed back explaining this to Doxa and asking why I had to deal with it all myself. The response was that I didn't. The service agent then proceeded to chastise me by stating they'd had FedEx come to my home but despite my insisting I'd be around, I wasn't there for the pick up. They went on to respond to my less than complimentary prior email by stating that they "always" deal with repair returns by taking care of the logistics for customers, so I did not have to. Also that they are a "serious watch company" who cares about customer service. I wrote back and apologized for being aggressive in my email but was still confused asking about not receiving a call. I said I'd wait for FedEx to contact me.
The next message from them was one that makes little sense. They stated that they had been incorrect and that the customer must always make arrangements themselves and they'd been corrected by coworkers.
They'd just finished claiming they attempted to have the watch picked up and that it was my fault it had not been. they also doubled down with the statement claiming they always deal with FedEx and customers didn't need to do anything.
I've requested this be escalated as I don't want to deal with the same agent anymore.
I intend to return the watch and request a refund. Perhaps I will pick up that Delma Quattro I've been looking at.
I'm from Alberta, Canada and have been collecting (something) in some capacity since 1988. I've been early-retired since 2013 and now live in Doha, Qatar with my wife who loves moving from country to...
Ouch
Sry about that mate
almost Kafka-esque
This is totally unacceptable, if there is a problem with a watch (that is not the fault of the customer) then the watch company should take full responsibility to make it right.
Definitely get a refund and I would never buy another one of their watches. There are plenty of other great options out there. Hope it all works out for you.
Doxa customer service experience has been noted for future reference.
Wow.
As someone who prides himself on proving excellent customer service, this was disturbing to read.
Despite your aggressive follow-up email, they should have understood your frustration and de-escalated the situation by going the extra mile to make sure you were appeased. Unfortunately, not all customer service representatives are created equal and you were assigned a bad one who took things personally. Such a shame. Too bad Doxa can't see this thread and take corrective action to keep their name in high regard. Good luck, brother.
Sorry the first person told you wrong, but sending a label for your wrapped package then dropping it off at a Fed Ex store is SOP. Sort of weird they asked you for dimensions and weight. That’s a new one. BTW, I’ve done this many times and never was there an offer to pick it up.
I would just chalk it up to experience and go on. Ain’t worth the stress. Life is too short.
BTW, sometimes the customer is wrong despite the old saying. I have to confess I have been just as upset about a purchase under warranty, raised Cain, the company acquiesced, but in retro spec a few months later I realized that I was the one out of line. I think the case being discussed falls into the category of “a failure to communicate”, to quote Cool Hand Luke.
That is terrible and a shame to cast such a shadow over the brand. I know they are more a business than a watch maker now so you'd think they would get customer service sorted.
Hopefully they make it right for you soon. Because my Doxa was a special edition it had to be shipped directly to Doxa. My AD was very helpful and even warn me that there will be at least a 2 month delay with Doxa because they are VERY SLOW to do repairs. It actually took over 3 months because I returned the watch during the holidays.
I guess they ain’t as serious of a watch company as they claimed. It’s hard to find good customer service anywhere these days! Hope you have better luck on your next watch!
Here we go again😕This is totally unacceptable. I had similar experiences with other manufacturers (Damasko being the last one). I do not deal with them or their watches anymore: as simple as that. There are so many other options out there. Doxa added to my list of NO-GO. Nowdays I only deals with manufacturers that, in case of a problem, will pick up your watch at your doorstep. Good luck!
I bet it’s FedEx changing their procedures.
Sorry the first person told you wrong, but sending a label for your wrapped package then dropping it off at a Fed Ex store is SOP. Sort of weird they asked you for dimensions and weight. That’s a new one. BTW, I’ve done this many times and never was there an offer to pick it up.
I would just chalk it up to experience and go on. Ain’t worth the stress. Life is too short.
BTW, sometimes the customer is wrong despite the old saying. I have to confess I have been just as upset about a purchase under warranty, raised Cain, the company acquiesced, but in retro spec a few months later I realized that I was the one out of line. I think the case being discussed falls into the category of “a failure to communicate”, to quote Cool Hand Luke.
You need to reread my post. I communicated with only a single agent who lied to me. My only experience with this same shipping situation had FedEx pick up the other watch in January so that seemed to be SOP for return/repairs using FedEx here in Qatar as there are no FedEx stores or service locations.The weight/dimensions were needed for the shipping label Doxa supplied for FedEx.
I don't feel I overreacted given the situation but that's subjective. The agent made the choice to fabricate a situation in order to make it appear I was at fault for something that never even occurred. I just wanted to send my watch in for warranty work. The agent just needed to have required knowledge and to provide the service.
Hopefully they make it right for you soon. Because my Doxa was a special edition it had to be shipped directly to Doxa. My AD was very helpful and even warn me that there will be at least a 2 month delay with Doxa because they are VERY SLOW to do repairs. It actually took over 3 months because I returned the watch during the holidays.
I bought directly from Doxa and their agent was the person involved. Maybe an AD would have been better.🙂
Sorry for the terrible experience. I’m currently dealing with Forstner straps with being lied to too. But I haven’t escalated anything yet since it’s just a strap.
I bet it’s FedEx changing their procedures.
Maybe but I had a FedEx package with another watch for return picked up not long ago. The behavior of the agent is my deeper concern.
Still waiting for my watch to be picked up. I do have new shipping documents though... for some reason.