Dear Customer Service,
I assure you that I did, in fact, receive confirmation from Movado prior to the purchase that Ashford.com was an authorized Movado reseller. Are you suggesting that (a) the Movado customer service misrepresented the company, (b) Ashford.com was NEVER an authorized Movado reseller, and (c) the authenticity card that came with the watch is a fabrication? I suspect the serial number on the watch will tell the story.
I have notified Ashford.com, as well as the Philadelphia news media, in order to get to the bottom of this.
Mike
--- On Thu, 2/4/10, CustomerCare-US wrote:
From: CustomerCare-US
Subject: RE: My Defective Movado
To: "Mike Lanciotti"
Cc: "MRG_509_KOP"
Date: Thursday, February 4, 2010, 3:40 PM
Dear Mr. Lanciotti:
Thank you for contacting Movado Group regarding your recent experience at our Movado King of Prussia Boutique. We are truly sorry you were dissatisfied with the level of service you received.
Since we take all complaints seriously, I would like to apologize for the level of service you received. The situation you described is uncharacteristic of our Movado Boutique personnel and perhaps there was misunderstanding, not sure. However, allow me to address the issue of authorized retailers.
Please allow me to address the issue of authorized retailers and internet vendors. Internet-based vendors, including the internet vendor you have referenced, are not part of Movado’s authorized channel of distribution.
Internet vendors typically obtain their goods from a variety of sources. Movado can only guarantee the authenticity of the watches sold by the retailers who purchase those watches from us, in short our authorized dealers. Therefore, watches purchased from unauthorized retailers are not covered by the terms of our manufacturer’s limited warranty. Additionally, it is not uncommon for internet retailers to advertise watches they in fact do not have and may not be able to obtain. They do this frequently by using digital images of those watches copied from other websites, product brochures or the like. Moreover, watches sold by unauthorized vendors could be counterfeit, seconds or refurbished. In the United States, except for discontinued product, Movado Group sells directly only to authorize retailers. Grey market goods (merchandise sold outside of the manufacturer’s established distribution channels) and counterfeit goods continue to be problems for most manufacturers of luxury goods, including watches. We would like you to know that Movado devotes considerable resources to fighting counterfeit and grey market goods. Although Movado’s efforts in this regard are largely effective, it is impossible for us or any other manufacturer to completely eliminate grey market and counterfeit goods.
In regard to your statement, ‘After receiving assurance from Movado that Ashford.com was, in fact, an authorized Movado reseller, I proceeded with my on-line purchase’, we would like you to know that all our Call Center Representatives are full trained with relevant information of all aspects of authorized retailers and internet vendors and they are all fully aware that internet vendors are not authorized to sell our brands. For these reasons we recommend that, for future purchases of our products, you visit our website at www.movado.com for a complete listing of all our authorized retailers.
We thank you for bringing your concerns to our attention and allowing us the opportunity to respond. I am copying our Boutique on this email for their reference.
Best regards,
Customer Service
Movado Group Inc.
--------------------------------------------------------------------------------
From: Mike Lanciotti [mailto:mikelance32@yahoo.com]
Sent: Sunday, January 31, 2010 9:28 PM
To: E-COMMENTS
Cc: Angela Fazzi
Subject: My Defective Movado
To whom it may concern:
Seven years ago I purchased for my girlfriend a beautiful Movado Eliro Women's Steel watch from Ashford.com. At the time it was the second Movado watch I had purchased. Prior to purchasing this exquisite timepiece I contacted Movado directly to verify Ashford.com's authenticity as a valid Movado reseller. After receiving assurance from Movado that Ashford.com was, in fact, an authorized Movado reseller, I proceeded with my on-line purchase.
Seven years later the watch has stopped working despite minimal use and very good care. I had the battery replaced by a reputable jeweler but, unfortunately, the watch still does not work. Today I brought the watch to a Movado store in King of Prussia, PA as the original warranty from Ashford.com was good for only one year.
Though not a king's ransom, given the amount of money an ordinary working person such as myself paid for the watch, I anticipated the Sales Associate would explain to me the repair process and how Movado stands behind the construction of its timepieces. Upon inquiring about the level of support Movado offers, I was told that despite the choice I made to purchase a Movado and the money I invested, the repair expense, which would be in excess of $200, would be mine.
Unfortunately, the level of customer service I received was at the very least disappointing. I am an educated consumer and simply could not appreciate someone explaining to me that her BMW warranty was no different than that which I got with my Movado. Frankly, I have received far better service and satisfaction elsewhere for much less ( i.e. The Dollar Store). Needless to say, the conversation ended abruptly.
The Sales Associate offered to send the watch to Movado's repair center, and I agreed since there were no other options. But I left there utterly dissappointed and frustrated at the lack of professional courtesy. I suppose you can call it buyer's remorse. Further, rather than ship the watch securely in the leather case that came with it, she instead losely placed it in a plastic bag for shipping.
I am writing this email hoping you can convince me that my experinece today was an anomally. I truly thought I was buying quality workmanship, however, this encounter has given me pause for concern. If my concern is justified, and I have to pay anywhere close to the initial minimum estimate I received to have this watch repaired, then I would sooner spend some of my bonus money on a new Rolex rather than spend a penney more on this watch.
Sincerely,
Mike Lanciotti
Philadelphia, PA
Read Next Complaint >>
