Tuesday, April 24, 2007

Fossil Watches Are Evil

The Fossil watch company is dishonest and makes cheap watches. Also, Fossil does not respect their warranty. I would recommend that if you are in the market for a watch that you do not buy a Fossil watch.

My very nice watch broke after only two years, so I mailed it to them to fix. They were pretty quick at fixing it. However, Fossil did not honour their warranty.

On the form, I wrote My watch stopped running. I took it to a jeweller to replace the battery, but that did not resolve the problem. A second jeweller looked at the watch and confirm that the battery was fine and that the problem was, therefore, in the watch's mechanism. It was purchased at Sears Canada in 2004 and is under warranty. I also included a copy of a receipt proving the purchase date (2004). I think that is fairly unambiguous.

The Fossil form has a table that says:

Repair TypeCharge
Not under warranty (bracelet, strap, crystal, case - includes shipping)$27.00
Battery Replacement (includes shipping)$17.00
Under warranty (only shipping & handling)$8.50

So I clearly expected to be charged only $8.50.

They sent back an invoice that says:
DescriptionRepair Charges
Movement18.50
Shipping and Handling8.50

And billed me for $27.00.

I shall now quote from the first paragraph of Fossil Warranty: Your FOSSIL brand watch is warranted by Fossil for a period of 11 years from the date of purchase...During the warranty period the watch movement, hands and dial are the only components covered under this warranty. These will be repaired or the watch will be replaced (at the sole discretion of Metro Service Center) free of repair charges, if it proves to be defective in material or workmanship under normal use. A $8.50 return shipping and handling fee applies to all warranty (excluding California) and non-warranty service...

So, clearly, the movement is warranted by Fossil until 2015 and will be repaired free of repair charges. So why did Fossil not honour their warranty? Because Fossil lies. Now I need to waste my time phoning and complaining. (Between the hours of 8 AM - 6 PM CST, Monday through Friday of course).

34 comments:

Anonymous said...

Often, warranties for watches are voided if you have them serviced at a 'non-genuine' service center... i.e. your local jeweler. The warranty on my watch stipulates that I need send it back to the manufacturer for all battery changes etc. (basically any time the watch needs to be opened up) if I wish to keep the warranty valid... they charge an exorbitant amount for the battery change, but I guess reasoning is that the watch company isn't going to take responsibility for any faults that could be caused from other parties tinkering around inside their product. Perhaps this is the case here?

Just a thought.

kyle said...

I'm curious to find out what Fossil customer service said...

Anonymous said...

fossil warranties are no longer valid once an outside party performs unauthorized service. It states that a receipt or proof of purchase (ie a bank statement/credit card statement or cancelled check,even a stamp signed by the store in ur warranty booklet which is dated) must be sent in with the repair. The reasoning for this is because the date the watch is purchased begins the 11 yr warranty period. It has nothing to do with when the watch was manufactured, it is from the date of purchase onward.

Anonymous said...

I was a fossil store manager for over a year. Your watch was no longer considered to be under warranty once the words "I took it to a jewler" came out of your mouth. Because fossil employees are trained to change batteries and preform minor repairs,knowing what and what not to touch on the inside...the jewler could be at fault for the problem. (Im not saying that all jewlers are not trained but some are not.) Fossil watches are the #3 watch in the world right now. Being close the inventory some of the watches are poorly made BUT if was usuall the womens dress watchs with weird shaped bands that had all the problems. If your sticking to a more basic style with practicle details the watches are great!! Stick to the warranty booklet that comes with your watch and only have it serviced at FOSSIL stores and youll have a warranty that is good for 11 years. Also some times limited edition watches (ie: batman, superman, spiderman...) have a limited warranty. (1year)
I stand behind their products but their corporate and district manager policies and procedures are a different story.
DO NOT EVER WORK FOR FOSSIL!!!!

Anonymous said...

I will see what comes out of my sevice. I am still under warranty and have not taken it anywhere else. Fingers crossed. Update to come soon.

Anonymous said...

Whoa! I had to post a comment!
First off, I love the Fossil brand, their watches are unique in design and a great accesory.
Luckily there is a Fossil shop close to where I live and when I had an issue with one of the dials, they happily repaired the watch.
Ofcourse, when you have a watch serviced by someone outside of the contract, the warranty is shot. That's just the way it is.

Joe said...

I have a real problem with their braclet policy. I had most most recent $100 Fossil watch for 2 months and then the clasp that keeps it locked broke and they want to charge me $28 to repair it (I wore the watch 4 times). It has been in my drawer for a month since. Is there any way around this ridiculous policy - the guy at the Fossil shop even said, "looks brand new"

Anonymous said...

My fossil watch is excellent. It is well used over 5+ years ,on the other hand, I think $27 flat fee is just too expensive for a replacement bracelet. Any alternatives for finding a fossil watch band?

Anonymous said...

I have a better story. I bought a black stainless steel fossil watch some time ago. after two weeks, a part of the bracelet started fading. I went to the retailer and they told me that the warranty does not cover defects other than watch movement, hands and dial...
The watch had a defect in the bracelet, I couldn't wear it anymore because it was so apparent and they wouldn't replace the watch!! Couldn't believe my ears.
And I certainly don't want to pay 25$ for a new bracelet.

Now I'm in open war with the fossil people here and I don't recommend anyone to buy a fossil watch or any of those so called designer watches. Stick to brands that have experience in watch manufacturing.

Anonymous said...

The glass fell out of mine in the warranty period, and before I noticed I lost one of the hands. I sent it off to be fixed. They fixed it but their clumsy service techs had scratched the back to get the battery out and dribbled glue around the front. It came back with a bill for the battery and shipping. I sent a nasty notice saying if I wanted scratches and glue all over it--I'd have done it myself. I didn't pay the bill, polished it up myself.

BUT my problem is getting new batteries. There's no slot to remove the back myself, and other stores haven't been able to put it back together without sending it away. Sigh, it needs a new battery again...

Anonymous said...

I have to agree with many of the people here. I bought a fossil watch for my boyfriend just over a year ago and had to send it in for warrenty work. I came back working but stop a couple months later, now I have to send it again. Yeah do buy fossil!!!!!

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Anonymous said...

All posters here complaining about there broken watches are complete idiots and want everything for free after they break it, and void warrantee one way or another... complete idiots.
You should be gratefull you are not charged more for such a beautiful quality line of watches.
I had my watch totally replaced for free after I used it for 2weeks.
Then I broke the band so I just sent it in and they will make it look like brand new for only $27 ! wow.
Try getting cheaper service with any high end watch.
Fossil may not be the best, but they are one of the trendy-est for men they have amazing styles!

Anonymous said...

OK seriously, I can't be the only one here that has heard of 'do-it-yourself'? All of these complainers about watch bracelets breaking and such, has anyone heard of 'Ebay'? Not to sound like a pompous ass or anything, but things are way too expensive to simply replace for full price as companies want you to. For watch bands, (especially just the clasp / push pin issues)buy a repair set off of Amazon or Ebay, get a few extra push pins in the size you need, and 'Voila', for a mere $30 bucks you have the tools to fix as many watch bands as you want for however many years before the watch fails on you. In which case, if it is the mechanism that is faulty, it will still be covered under warranty, (as since bracelets are not, you can repair them however you want) and can still be sent in for a free fix! Really people, stop being so lazy and dependent on others!

Anonymous said...

I bought a FOSSIL watch from E-Bay a few years back. Paid about 75% of retail price. Nice deal eh?
Until it filled up with water after having a shower!
Supposed to be waterproof to 30 M.
EBAY sellers are selling cheap chinese knockoff lookalikes!
I have since purchased a brand new FOSSIL from a reputable jeweller, and it works exactly as advertised.
Great stylish watch!

Anonymous said...

it is cause you are canadian

Anonymous said...

I had a bad experience with Fossil recently. They no longer honor their warranties, although they "claim" they do. I have had 3 watches repaired, the first 2 were no problem and one, they even issued a replacement certificate. The third one was not honored. They tried to tell me that it was suspicious that I had sent in 3 watches for repair? Well, I know people that have had hundreds of them. I would suggest that you expect that it will not be honored. The 11 year warranty for Fossil and 12 for Relic (made by Fossil) is just a piece of paper. Good luck!

Anonymous said...

I bought a fossil watch and the warrant states 11yrs and then low and behold I had to return within the 3 months on the bill because the pin on the bracelet but connected to the face of the watch fell out when I placed it on. I didn't even get to wear it. I returned it and was told it would be replaced and to pick it up in a few weeks. I then went to pick it up took it home and when going to an event took it out and again the pin fell out. I was told after I called to come in and they would try to resolve it.
When I went, an employee stated that i would have to fill out a form and pay over thirty dollars and send it out to be repaired.
Really??!!!

Mr. Bech said...

9-12-11 We bought a watch for our daughter for HS graduation from a Fossil Store in the Houston Galleria back in April. Last weekend, we brought it home from Austin because it seemed to be losing time at night. I took it to the store today along with a copy of my credit card bill to proved when it was bought. I told the sales person my story and she said, no problem, we can send it in to have the works replaced and then it can be mailed back to you or your daughter in Austin. It will be free but will take 4-6 weeks. I started filling out the paperwork and a few minutes later, she said, how about if I just replace it for you here in the store. We did that, and I will mail it back to her in Austin tomorrow....I'm a happy customer.

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Anonymous said...

I have a Fossil watch and want to know the year it was built. The numbers on back are pc-9646 thanks

Joe Yap said...

is fossil's watch warranty works in global?example,i bought from U.S via internet,but I'm Malaysian,so i send it to local fossil,does it works?

Linda said...

i own a limited edition (Batman) fossil watch. I love the watch but no longer works and can't get it repaired.Sent it to Metro who does authorized repairs and was told they can't get replacement parts for the watch. Now what?

Anonymous said...

I agree, Fossil is crap.

I had a Fossil Blue and after 6 years it went kaput.

Then I had a Fossil ATM 10, the adjustment knob broke off or went missing.

I sent an email to N Thomas, but never heard anything back from the guy yet.

I told him that I will not buy another Fossil.

Do not buy FOSSIL Watches!

Anonymous said...

That is cheap, if u went through almost anywhere else it'd be close to $50 if not more!!

Anonymous said...

Man, I loved reading these "complaints." I am a current Fossil employee and I've heard all of these complaints before. If you people actually read the warranty guide inside the box you get the watch in, you'd know exactly what's covered and what isn't (as well as how to take care of it). A credit card bill is NOT a form of proof of payment, original receipt is. $32 to send in for repair (of which $8.50 if shipping) is NOT expensive, considering it replaces ALL external parts of the watch (crystal, case, bracelet, etc) and will look brand new. The watches are high quality and need to be treated like you actually care about them. Stainless steel can take a beating, but like everything else, needs to be maintained. I am a trained Fossil watch repair employee (and sales) at the Fossil at Mall of America. I will do whatever I can to make sure your watch is repaired and back to you as quickly as possible. Don't be so quick to judge just because you broke your watch by no one elses fault but your own. Been a Fossil fan for years, still have my first watch running and never had anything wrong after 10+ years of ownership.

Anonymous said...

Fossil watches suck clasp on strap broke right out of the box.150$ down the drain. I have a bulova watch and has lasted 10 years perfectly. I'll stick with them.

Anonymous said...

My first (and last) Fossil watch is a Dallas Cowboys I recieved from my wife as a Christmas gift. It kept great time for about 2 years and then just stopped. I thought it was the battery but after replacing it still wouldn't run. A decent quality watch should last more than 2 years. I'm going to stay away from designer brands and get a real watch like a Citizen or Seiko.

Anonymous said...

I've had nothing but problems with my Michele watch (a subsidiary of Fossil). I was given a Michele Deco watch #MWW06A000457 as a gift from my US-resident parents a number of years ago. In October of 2012, I made the mistake of sending the watch into the Fossil/Michele service dept. in Ontario for service and repair. Four months later they claimed they were unable to repair my old watch and bracelet, and then sent me the Deco XL Day, watch case, but no bracelet. I not only loathe the tacky "diamonds" on the new watch, but now it's pointless to have it without the bracelet (and the only bracelet I want was the one I had [#MW18CS235009]).

If I'd known that Michele/Fossil was unable or unwilling to service its products, I wouldn't have asked for one in the first place! I chose the old Michele because I liked the simple, classic lines (still love that non-diamond style). I did my research and gathered it was a decent quality product. Oh, well. I'll sell the case on eBay and put this debacle behind me. At least my 22-year old Tag Heuer is still going strong!

Anonymous said...

I bought a fossil watch about 3 years ago. I had the battery replaced after it kept stopping randomly but it still kept happening. Shortly after the number 6 became detached from the dial and is loose. All in all, despite it being a great looking watch, it should have lasted longer than it did, and very disappointing. I won't buy another fossil watch.

Anonymous said...

3 of the "stick on numbers" fell off my fossil watch. Cheap piece of crap. I have never had this happen, even on really cheap watches. Really really poor craftpersonship here.

Anonymous said...

I have a brand new watch...well not any more its 6 months old now...I have sent it bak to be repaired 3 times for the exact same problem, I get it back wear it for a day and it breaks. It is always under warranty but the 8.50 for shipping keeps adding up for a wear once and break watch! It is getting old. I have a lemon, they need to give me a new watch.

Anonymous said...

I bought a Fossil and it never worked. Nice bracelet!

Jim said...

I have had the 'displeasure' of owning 3 Fossil watches now. "Why 3 if they suck so bad" you ask? Well, here's the deal. I purchased my first Fossil watch in 2001. It was a titanium watch that cost $200. I LOVED this watch, it was rock solid. After a few years, the band broke. I sent it in and had it replaced, they replaced the entire watch due to physical damage from wear. Excellent! During this time I found that they sell watches with football team logos, so I picked up one with my favorite NFL team. Now the fun starts. The replacement watch had a really crappy band. After sending it in for replacement 3 separate times, they finally tell me that they no longer have bands for this watch. Basically, I'm screwed. They gave me a credit for the full $200, but I loved the watch and didn't really want to give it up. I used the credit to get another watch (#3) and since have had to send both existing watches in for new bands more times than I like to think about. The watch bands are horrific, never worth a shit. Every one of them breaks very quickly, and you have to pay for the new one.
I can honestly say that I will never, ever buy another Fossil product again. They are only interested in stealing your money, and not in providing anything of any quality.