American Swiss

I sent in my police watch for repairs while under the six months warranty and its been more than 7 months since I've had it back,totally incompetentI still don't have my watch and they don't call you but rely on your follow up leading to nothingThe business is unreliable

I handed my watch in for repairs +/- 6 weeks ago. On 27 May 2021, I received an e-mail that I could collect my watch at American Swiss. On 28 May 2021, I went to American Swiss to get my watch. I was standing in the shop for quite a while, while both the available employees was chatting and seems to me like help a customer. After a while one of the available ladies came over and asked whether she could help me. I informed her that I received a SMS to collect my watch. She then proceed to get the parcel and without looking whether it was the correct watch or whether it was working, she just proceeded with the transaction where I had to pay for the repair. After the transaction was completed she opened the parcel and then the surprise struck, the watch was still not working. She then called another employee who just came into the shop from a shopping spree seeing that this lady had quite a few carry bags in her hand, who was talking on her cellphone. She kept on talking on her cellphone while the employee who helped me, explain to her the dilemma with the watch. Out of this I assumed that she must be some sort of senior, but she kept on talking on her cellphone. At last the employee who helped me called another employee who I assumed must be the manageress. She then informed me that she has to send the watch back to Fossil. With the knowledge that American Swiss adapted a paperless system regarding repairs, I left the shop knowing that I will get a SMS informing me the watch was send in for repairs. Up to now, 30 May 2021, I have not received any SMS to this regard and secondly, the previous repair was paid for which in all close that repair number. I would imagine that the employees of American Swiss are schooled in customer service, no cellphone conversation while talking with a customer and secondly where a paperless system in use, the repair would have been logged as a repair for reference purposes.

Very friendly staff though have a limited knowledge on their products. Management has to step in and train staff on current and future products.

Great service!! What an absolutely amazing team. They are very helpful, very friendly, and really went out of their way to help me.