Tommy Hilfiger — The problem facing with tommy hilfiger with regard to service and replacement of watch model th1781476j

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560066

I am Sajesh from Bengalore and just want to share my experience with ‘Tommy Hilfiger’. I can consider this as my worst experience I ever faced in my life time. As a middle class Indian I would consider an international brand as best choice when I go for something special. I also choose ‘Tommy Hilfiger’ when I bought a watch for my wife and it was my first gift to her. The price was much above the normal Indian brands, so I was expecting better quality since I don’t want to compromise on quality.
I bought a rose gold color watch worth 10, 000/- model –‘TH1781476J’ in November 2014 from authorized Tommy Hilfiger showroom in Forum Mall, Koramangala, Bangalore, Karnataka. The executive showed two models, one of them was limited version leather strap watch and another was rose gold watch. She told me that the rose gold is under guarantee that it will not fade and I have two year warrantee on that.
But the color got faded before completing one year and I took the watch to the showroom from where I bought the watch. I explained the problem and handed over warranty card with the watch to executive to the showroom. Her name is Ishita and she told me that she is not sure about the warranty for the color. But I told her that the executive only told me that it’s under warranty. Hence she told me that she will check and confirm. In between, one staff came to convince me and he told me in sarcastic way that it is not real gold but stainless steel. The color can fade because of sunlight or perfume also. I just asked him to keep silent and allow me to talk to Ishita.
I handed over my watch and guaranty card on 22nd November 2015 to the staff. I got a call from them that they will replace the chain and that will take two weeks time. I didn’t get any update after two weeks time and I called them. They said they will check with service center and update the status. After some time I got a call from showroom that it is not yet done and it will take some more time. I called them again after 25 days and this time I got an answer that the chain is not available. So I asked them to give a date so that I can avoid calling them again and again. So they called me again and said the chain has to come from Hong Kong and will give the watch in 45 days.
I didn’t get any update from them after 45 days, so I called again. This time the response was different and they told me that the service center people are not responding with them. But they are sending mails to higher management to get it done. Ishita told that she will give me call back. First time I got a call from them stating that they were not able to do that and send mails to management and waiting for reply. She promised me call back in 5 days but it was not happened. I called them again after few days and they said, they will confirm the status in some time. As usual I didn’t get call and I called them again.
This is happening on Jan 28th 2016, completed 66-67 days after I have given watch for my service. This time I got an answer that I can buy some other watch worth 10, 000/- or they will return my money. So I went to the showroom on same day and check for some model. I asked them if there is any chance I can get the same model. We just want to keep it with us, since it has some importance in our life more than money. More over there was only two rose gold models and the price was 13, 500/-, But I was not ready to pay extra because it is not my fault that they don’t have much collections. They were not ready to pay my money back on same day because they need additional approvals. Again they asked me to wait until Tuesday 9th Feb to check if they can get same watch or money. I was not ready to accept this because I need to drive 80 KM to collect, this will take 3-4 hours. They agreed to deliver it in my place and they send a mail to me stating that this will deliver in first half of the day. But I have not received any calls from them until now 9.00 AM Feb 9th Feb, asking for my address for delivery.
I am not sure if they will provide me a genuine piece for the watch since there are lot duplicate available in the market. I request the authorities to provide a solution for that with compensation. Any big brands can cheat people like this if I don’t get a solution for this. At least people are aware of the quality issues and services provided by the brand ‘Tommy Hilfiger’. Our country ‘INDIA’, should not be a market where any brands can sell their poor quality products and cheat people for money.
Thanks,
Sajesh V