Casio USA Arvostelua 25

I bought a watch i was very excited about from Casio website and it arrived without issue. The watch was great and i was very happy. But 2 or 3 days later, i noticed there was a small fine crack on the glass, I initially thought it was some dirt or piece of hair, that is how small it was. I thought no big deal, nothing but a scratch. However, i don't remember hitting the watch on anything, or how a scratch like that could develop. A week or two later, this crack has grown in length, and it was really bothering me. My educated guess is the glass has a micro fault line in it from the start. So, I contacted Casio and was advised the best thing is to send it in for repair.

I paid for shipping to send it in for repair and that is when the problem started. I got an estimate to replace the body of the watch, for a price that is only few cents off the retail price of the watch, and I may not get my exact watch back but an equivalent replacement. I was stunned.

I called customer service and they explained to me that because i have worn the watch and sent it for repair, warranty cannot cover the main body replacement (only internals are covered). How do I evaluate the watch without wearing it? And how would i know there is a problem with the glass without wearing and observing it? Now i am paying to have it shipped back to me, meaning i have spent 44% of the watch's value on shipping for repair that was not complete.

This leaves a very bitter taste in my mouth because i really liked the watch and was even thinking of getting it as a present for my friends. This was a popular style of watch from when i was growing up. But i guess the best one can hope for is to get a good watch with no fault from Casio.

What a mess.

Dear Casio,

I am writing to bring to your attention a concerning issue I recently faced with your watch repair service. I have been a loyal customer of your brand for many years, and I have always been impressed with the quality of your products. However, my recent experience with your watch repair service has left me feeling frustrated and disappointed.

I recently sent my Casio WSD F20 for a routine software repair as it was not connecting to my phone. I realized that the watch software was old as it wasnt used for over a year and the phone software has been updated and it never connects. Only to be shocked when I received an estimate for the repair cost. The cost of the repair was significantly higher than the cost of the watch itself, its 3 times the cost. I understand that repairs can sometimes be costly, but I feel that this estimate is unreasonable and not in line with the value of the watch, as I seen many complaints online forums about the software issue connecting to phone.

As a consumer, I expect that the repair cost for a product should be reasonable and in proportion to the cost of the product itself. The high repair cost has left me feeling like I would have been better off purchasing a new watch, which is not a desirable outcome for a loyal customer like myself.

I would appreciate the opportunity to discuss this issue further with a representative of your company. I believe that there must be a solution that is fair and reasonable for both parties, and I am confident that we can resolve this matter to my satisfaction.

Thank you for taking the time to read my letter. I look forward to hearing from you soon.

Sincerely,
Harry

Reply from Casio asking me to contact Japanese company. This is highly unacceptable:

Feb 10, 2023, 16:15 EST

Dear Harry,

Thank you for contacting Casio America. We are deeply sorry for the negative experience you have encountered at the service center in your area which caused you to reach out to Casio America. Unfortunately Casio America does not have any authority over or responsibility of the repair center that provided the repair as we are both subsidiaries of Casio Computer Company in Japan. If you wish to pursue this matter further please contact either the repair center again or Casio Computer Company at casio.jp

Thank you for choosing Casio America.

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