Timefactors, not the best customer support experience

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When it comes to buy a watch, the overall experience includes also the customer support. Here you can read my weird experience with the official support at Timefactors after getting, in my second try after a cancellation, a watch that I had been saving for a long time.

I will soon post a video review soon that will include an analysis of the watch and the buying process and the customer “support”.

Long story short, after having the first time my order cancelled, and not getting the information that from Timefactors I was supposed to have received, I finally got the watch.

While the buying experience is weird, I understand that it can be cumbersome because of the nature of a compony of a single person.

The problems started when I noticed that it was far from easy to be able to attach the bracelet to the watch again. After much testing I realized that one of the end links was possibly deffective. Maybe by a very small margin, it had different tolerances. It was not impossible to fit it back but very difficult and even painful sometimes. Seemed that the end link, with the bracelet on, would set one of the sprinbars extremes a bit off of the hole in the case.

I decided to kindly inform the official support of Timefactors, which was the direct email of the owner and designer of the company, Mr. Eddie Platts.

I wanted to know if he could give some advice or know of any solution. He replied with a very brief sentence just saying that what I said was not possible as the watch was delivered with the bracelet on, thus the end link had to be alright.

I later provide some images showing what I saw, hoping to maybe get a recommendation or a spare end link. I even offered to buy another one if possible.

The answers from then on were specially rude saying, in short, that why would people play with the watches. Why removing the bracelet (the watch came also with a leather strap I wanted to try) and that all I was was an incompetent bitter man unable to fit a bracelet in a watch.

He wouldn’t reply to my simple direct questions and will not honor the warranty nor give any other option. Still to this day I don’t understand his irate reaction which is completely unacceptable.

I like watches, and photography. I’ve recommended these watches. I have taken pictures of them for people to appreciate. But now, after this experience by a rude customer non existing support, I can’t not but associate the watches with the rudeness and mocking of the one who designs and sell them new.

That’s the reason I will most probably sell both to fund another field watch. Meanwhile I have one of the real things. Similar design, pure story. Caravelle Sea Hunter Devils Diver 666 from 1970.

Watches from Timefactors are good ones, don’t get me wrong, and if you can find a reasonably priced second hand one, you could consider buying it. However be aware that the bracelet is not that good, it doesn’t match the quality the watch itself has. And of course on the ugly side, don’t expect to have great customer care from Timefactors should something go wrong or would you need any advice from him.

Because even if he was right, which I truly believe was not, the way he writes in such a disrespectful manner, the lack of care to a client, the absence of empathy, makes me not want to recommend buying from his store at all. There are many other places where you can put your money, sellers that will respect you the way you deserve and not be treated like a poor bitter man unable to put a defective end link in a watch.

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If you want to read the whole email exchange you can do so under this line:

He didn’t reply to this last email, so I sent another with more information:

And haven’t received any reply to this last email so far.

Timefactors, not the best customer support experience

Mistakes

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“I don’t blame people for their mistakes but I do ask that they pay for them.”

John Hammond, Jurassic Park.

I have to admit that at first I didn’t really get the real meaning of this words. We know that there’re mistakes and that you cannot blame, as mistakes happen because we are human. Howeve people need to be accountant of them, be responsible and fix them so those mistakes go not unattended. There must be consequences, recognizion being the first, as a way not to repeat them in the future.

Mistakes

Carta abierta a funcionaria SEPE: comeremos facturas.

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Estimada Sra.,
Ya vimos que finalmente, tras apenas tres meses de nada desde su correcta presentación, se ha aprobado la solicitud de prestación por ERTE. Vemos que, tal y como hemos sostenido desde el principio, la cuenta que se indicó desde el minuto uno era la correcta y de un banco, con el que SEPE, obviamente, trabajaba.

Y sólo ha sido necesario llamar decenas de veces por teléfono sin que nadie respondiera en ocasión alguna, conseguir acceso por clave que se envió a otra dirección para entrar en sede electrónica, una llamada suya de apenas unos segundos para no resolver nada y varios correos informandoles por activa y por pasiva de su error de apreciación. A eso sumamos largas horas y horas de angustia y espera sin resultado alguno, sin aclaración coherente y sin posibilidad de enmienda, quedando patente que no se estaba mirando el presunto problema inexistente, pero que finalmente provocaron en SEPE, tal vez por alguna dificultad de comprensión lectora u otros factores que no nos atrevemos siquiera a imaginar.

Ya, por fin, sabemos que tal vez algún día cobremos el dinero que era una ayuda para estos meses en los que no íbamos a recibir una parte importante de los ingresos familiares. Meses con bocas que alimentar que no entienden de plazos ni mucho menos de errores ajenos. Claro que ahora, pasado el 10 de junio, vemos finalmente que parece que dicha ayuda no se va a materializar cuando más se necesita, habida cuenta de la imposibilidad práctica, al menos por ahora, de viajar ya al pasado, obviamente, sino que cualquier esperanza de ingresos apunta hacia el infinito y más allá de primeros de julio de 2020. Desde el 15 de marzo de 2020 a “teóricamente” 10 de julio. Da que pensar, pero creemos que tenemos que enfocar esto como una oportunidad, no un problema y por eso queremos darles las gracias. Sí, las gracias.

Catando los ingredientes para cena. Factura de electricidad.

Gracias por esta oportunidad de comprobar que un fallo por parte de SEPE en la estimación de una solicitud nos muestra la realidad de servicios deteriorados, colapsados y con ausencia de empatía y capacidad de reacción individual.

Gracias, supongo, que ahora que cualquier reserva de previsión de contingencia económica ha sido ya consumida en los meses anteriores, podremos evaluar comernos las facturas que no podremos pagar. No estamos seguros de que vaya a ser plato del gusto de nuestros hijos, pero con imaginación tal vez incluso lo acepten de buen grado. Al fin y al cabo ¿qué otra opción les queda? O es papel de factura sin patatas a la provenzal o nada.

O tal vez podamos posponer muchas de esas comidas, cenas y desayunos a esas fechas de julio cuando, supuestamente, cobremos lo que se nos debe por cumplir nuestra parte del contrato social. No sabemos si el hambre se puede retrasar de forma administrativa, pero todo es probarlo. Que es que algunos nos quejamos casi de puro vicio, pero sin realmente probar que la queja tiene sentido, ¿no creen?

No duden de que les enviaremos las recetas de facturas a la “eau de pluie”  que mejor acogida tengan en casa, mientras tengamos casa. Tal vez en el futuro, si se ven en esta misma situación, estas recetas y experimentos les puedan salvar el día a día, mes tras mes… hasta que algo cambie… o no.

Gracias por esta inigualable oportunidad.
Se despiden atentamente quedando a su entera disposición,

Unos ciudadanos, una familia.

Carta abierta a funcionaria SEPE: comeremos facturas.