On Sunday March 22, 2015 at around 3:00 pm, I took my TW Steel Grandeuer Diver Model TW 93, to Claudia N with the objective of buying a new battery and having the Watch technician find the reason for one of the chronograph hands not resetting. Upon arrival I was attended by the store associate Sebastian, who after I explained my objective with the watch he confirmed the battery cost to be $25.00 and stated to give him 25 minutes to change the battery and to see what the issue.

Returning to the store 35 minutes later, Sebastian confirmed that he changed the battery, fixed the chronograph hand and cleaned the inside of the watch (without even consulting with me what the cost would be) and mentioned that the watch was working just fine. To my surprise upon handing me back the watch, Sebastian continued to explain that “he was unable to locate the left chronograph hand and that it was probably better to leave it off, if it was not needed due to the trouble of having to find it inside the watch.” Shocked to the received response, I explained that it was not possible as I am confident that I handed him a fully assembled watch with all chronograph hands attached appropriately, I demonstrated photos on my IPhone, taking 3 days earlier (Thursday March 19, 2015) which clearly showed all hands properly attached. Nervously he took back the watch, headed to a room located behind the cash register, placed the watch on a table and then seemed to start fidgeting with the watch. A second gentleman that also works in the store came down the store stairs and after exchanging certain comments with Sebastian, he asked if I could give him till Monday for them to locate and reinstall the missing hand. I confirmed that I would give them until Monday but that I want to make sure that the original hand was reinstalled correctly and to provide me with a claim ticket.

The following day, Monday March 23, 2015 I called the store in the morning and spoke with Sebastian, who mentioned that he was unable to locate the hand and if I could just give him until Wednesday for him to find and repair the original hand that was lost. When I called on Wednesday, the person I spoke with mentioned the watch will be ready by Thursday March 26 in the afternoon. On Friday March 27, 2015 at 3:05 pm, I went directly to Claudia N, with expectation of picking up my watch. Immediately upon arrival I requested my watch to a store employee who introduced himself as the “Store Manager” “he mentioned that the watch will be ready after 4:00 pm when Sebastian returns to the store”. He then rudely proceeded to tell me that the store never lost the watch as they only changed the battery (false statement). When I reminded him that I had pictures to prove that the watch did include all the chronograph hands when I handed the watch to Sebastian, he rudely started questioning the dates that those pictures were taken. He then carried out a conversation in French with his other store associate.



At 4:01 pm March 27, I received a call from Sebastian stating that he “still needed more time” as the hand that was changed was not the original and he had to request it elsewhere. Frustrated to hear his response, I indicated that I need an exact date which he was unable to provide.

I explained that they had given me the run around and felt uncomfortable with their constant changes in what they specify.