I bought my first Eilux winder about 3 years ago, the warranty on the product is for 1 year. After 3 months the winder stop working, I imediately contacted Eilux to report the problem by Email. They asked the name of the dealer I purchased the winder from and I sent them the information they required. They sent me an Email saying that they could not be responsible for the winder because I bought it from an unauthorized dealer. I didn't want to make a big deal out of it so I fixed the winder myself.
Three years later about 2 months ago I bought another Eilux winder and again after about 3 months the winder stop working. I contacted Eilux to claim the warranty, this time I send all the information I had, date of purchased, the dealer's name and the problem. They sent me an Email and said the same thing, that I bought the winder from an unauthorized dealer.
This time I contacted the dealer (this is not the same dealer I bought my first winder from). The dealer told me that they are no longer doing business with Eilux because the deshonest way they conduct their business. They told me that they have the invoice to prove that they were an authorized for Eilux here in the USA and don't understand why they lied saying that they were not. The dealer were very nice and offered to take the winder back and give my money back. I also asked Eilux to sell me the parts so I can fix it myself by they refused to do that.
Here are some of the Email I sent to them and their response:
Hello, I have a defective 3 watches winder, which I bought about 3 months ago. I'm trying to locate the serial number which you said is located "inside watch mount" to register it so I can claim technical support. I have looked all over the winder and I still can't find the serial number. Please explain to me in details where I can find the serial number and also what can I do to get you guys to fix it. The first winder seems to be defective because everytime I turn it off the other two works fine. If you send me the motor and the moving part which is the part that you connect the mount I can do it myself. I bought the winder from BK Wholesale.
Their response:
Dear Sr,
Thanks for your email.
Since BK Wholesale is not our authorized dealer and there is no serial number on the product, the winder is not protected by our warranty scheme.in order to provide our best service, we will inform our service center to contact you within one or two days but the repair charge will be on your account.
Best Regards,
Stanley Lam
Notice that he did not explain where the serial number is located.
Here is another one which I find it very interesting. Remember they said that BK Wholesale is not an authorized dealer? Also I did not buy the winder from Ebay. Read this:
Dear Mr. Hamilton Carvalho,
Thanks for your e-mail and understand for your concern.
We had a "Disclaimer" on our website and remind our client not to buy our winder from e-Bay &/or any of the auction site. Pls read the link attached. The major reason are we want to protect our client and provide complete after sales service for our products.
Actually, we had reminded BK Wholesale few times that not to break the sales & marketing terms agreed. For reason to protect our end-user and keeping the market in order, we have no other choice but to terminate BK Wholesale's dealership. We can refer you to contact our legal representative in Seattle for details if you want. Our lawyer is preparing to take care of this case to make every body understand the facts. Pls also read our Auction Site policies enclosed.
As per our e-mail explained that we are welcome to provide you the repairing service and Mr. Huth from our service centre had informed you that the repairing is free-of-charge. We always consider to provide total satisfaction service to our client. We hope you will appreciated our considerations and service.
Moreover, since the rotor alignment is completed and is not easy for you to adjust without special equipments. It is why we don't offer just the parts for client to repair by them-self.
Please feel free to contact us if you have any of question.
Best regards,
Frankie
Here is my response:
Frankie I have not received an Email from Mr. Huth and the last Email I received said that I have to pay out of my pocket if I want Eilux to repair the winder. Do you have a phone number I can call and speak with somebody about this? If I get the part to fix the winder it will be a lot easier and cheaper for me.
Their response:
Dear Sr,
Thanks for your quick respond.
We are highly suggest you to refund your winder to BK Wholesale and have a new winder from H&H or other dealers.
All of our winder are keeping serial number on the bottom of the rotor for follow-up of after-sales-service.
We don't off spare parts for individual client since it's difficult to handle by end-user if they don't have proper tools & equipments to reinstall the engine. Thanks for understanding.
Best regards.
Frankie
I hope this report will help somebody out there not to do business with Eilux, they're a ripoff and I hope one day the USA will terminate their business here. Thanks for reading it.
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