Nixon Watch
Poor repair service

I received a Nixon tide watch as a gift about a year and a half ago. The watch seemed to be well constructed and sturdy and would suit my needs as an avid fisherman. After owning the watch for a year I noticed one day that the minute hand fell off and was floating around in the watch face. I called Nixon and they referred me to the website to set up a service order.

I filed a request for service through the warranty. I was instructed to return the watch at my cost to Nixon, I also had to insure the package at my cost. Nixon charged my credit card $25.00 and it was shipped back to me repaired.

Seven to eight months later, the neoprene watch band began to crack. When the band broke all the way through, I went back on the website set up another service order. When the service order was requested the online repair estimate to replace the band was $25.00. I called Nixon customer service and asked if it was possible to bill me the charge and ship me the band and that I would replace it myself. They informed me that this was not their policy and that i would have to return the watch to them. I agreed to another $25.00, packaged, shipped and insured the watch back to Nixon once again. I received an email notification shortly thereafter that the watch was received by Nixon and was slated for repairs. I was told this would take between 10-15 days (to replace a watch band?) About 15 days later I received yet another email from Nixon stating that the credit card approval was expired and that i needed to call customer service right away to authorize payment and service.

I called the same day to find out what this was all about and spoke to a customer service rep. She informed me that the watchband replacement was going to cost me $45.00. A rubber watchband should not cost $45.00!!! I expressed my outrage at the misleading information furnished on the website and the turn-around time for the repair. Her reply was that if I was not satisfied with the charge for the repair that she would ship the watch back to me un-repaired at no cost. Having spent the money on shipping fees and insurance I felt that it would be best to have Nixon replace the band and pay the charges.

I do not suggest that anyone choose to do business with this company. When you spend hundreds of dollars on a timepiece, you expect to get quality and customer service. I do not feel I got either of these from Nixon.

Company: Nixon Watch
Country: USA
State: California
Site: nixonnow.com

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