UPDATED

UPDATED

I have to give a lot of credit to Mr Steven Tapper who went out of his way to reach out and invite me back into the store to try to resolve the issues I had. It's obvious that he keeps an eye on what people are saying and is very concerned about customer satisfaction and doing the right thing.

We met last week and he offered to take the watch back and do the full service on the timepiece in order to get it running in good order again. I really appreciate the outreach and Tappers working to get it right.

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I had a really good experience... until the watch stopped keeping time a few weeks later. Rather than remedy their own mistakes they asked me to spend even more money.

Here's what happened:

I brought in an Hermes watch that was keeping perfect time to simply get polished (which should be around $100) but was told that the case would need to be opened, and that if they're doing that then the battery should be replaced and the entire thing needed to be specially sealed. I took the advice and had all this work done for around $200. I picked up the watch and my wife wore it normally for a few weeks. Randomly it stops keeping time and is running 15 minutes slow. I brought the watch back in and explained what was happening. I was told the watchmaker would need to inspect it. I got a call a couple days later that they could do a full overhaul on the watch and replace a bunch of parts for about $500 - less the $200 that I had already spent.

The original work was more expensive than I wanted it to be and now it seems to me that I shouldn't be asked to spend another $300 to have them repair a watch that was working well prior to their most recent service a few weeks ago.