Luminox customer service....

G

GJW

Joined
Jul 5, 2001
Messages
112
Well, so far I'm not impressed.

I wrote them about my cracked crystal (model 3101) and all I got back was a non-specific form letter telling me to send it in with $10.00 and they'd look at it.

A cracked crystal should be easy enough to quote a price on beforehand.
And with one as fragile as mine was, it might not be worth fixing at all.
 
This doesn't sound very encouraging at all so far.

I'm now thinking maybe I should stick with the G-Shock line...
 
Hi GJW,

Without seeing your letter and just taking the words that you shared as read, I don't see anything that sounds like bad policy. What you may have is a case of a less-than-ideal expression of customer service....in other words, someone who is not a skilled customer service professional may have written the letter.

The $10.00 charge does not seem out of the ordinary. That may be to cover return shipping and handling; and possibly to cover evaluation of the watch.

My suggestion is to either ask for clarification or, if you feel you have enough questions answered, follow their instructions.

Relative to whether the crystal should have so easily broken, the answer is No. Of course, I don't know the exact situations your watch has gone through. I've talked with many happy Luminox owners. One is an ex-US Marine demolitions expert, currently a police SWAT trainer. This guys is HARD on his equipment. His watch is still "ticking" away, regardless of all the scuffs on it showing the "dark history" of where it's been.

Don't lose faith!
 
I would take it that they are going to fix it for free and the $10 is just for return shipping.:)
 
I don't plan on testing MY Luminox against any elevator doors anytime soon, but please let us know how the Luminox customer service is, and what they ended up doing to help you.:).
 
I also think the $10 is for return shipping. The cracked crystal will probably be replaced at no charge.
 
Sent my watch off on the 12th and got a reply today.

$20.00 for the crystal and $18.00 for the labor.

The original $10.00 request covers the return shipping via UPS Ground.
ground.
For 2nd day air shipping is $20.00 and for Next day air it's $30.00.

The shipping is rather excessive but I'm gonna go ahead with the repair.
 
Hi GJW,

The UPS fees are based on location to location as well as the insured amount of the contents. West coast to east coast at those numbers are close (maybe slightly paded for "handling"). I've check the price of UPS One Day service from Washington State to NY State for a one pound basic package: About $25.

Regarding the repair costs, I think you had a fair chance at "warranty covered repair" unless there are signs on the watch of
hard use. If it looks new, I would challenge it. If not, pay gratefully and get your beloved watch back repaired.
 
When I purchased my Luminox, the battery died after one month of use. I sent it back without return shipping and they repaired and returned it very promtly (no charge). The one thing that confused me is that the company is based in NJ (where I live), but I had to ship it to their service center in Oregon. All in all it was good service.
Nick
 
Hi Nick,

Luminox watches are Swiss made. The NJ company is the US distributor for Luminox. The Oregon address is likely a separate company Luminox contracts with to repair their watches in the US.
 
I posted this in the Emerson Forum some time ago...

I have a SS Case Luminox that I dearly loved, I was out running, and the damn thing was not a month old, and the pins in the rubber dive band were not set properly from the factory...the watch went flying and landed with a smack on the concrete.

Not a scratch on the Carbon Fiber Bezel, not a ding on the watch, but the minute hand fell off the post.

I spoke with the President of Luminox, they would not replace the watch or fix it for free. The band is not warrantied. But the band did not break, one of the pins was not set correctly at the factory. The watch is intact except for the floating minute hand.

The watch does not have a scratch on it.
Click to expand...

I still have this watch, why should I spend more money on it for them to fix something that was their problem to begin with?

I can say this, with 100% honesty, it is a very interesting, glow in the dark paperweight.

I clearly told the man there was not a scratch on the watch, yet the hand had fallen loose.

So, how did I abuse it? Not a scratch on it. I don't get it.

Just all about the money and extremely sh*tty warranty if you ask me.

I thought it was just a fluke, when I posted that, BFC Member Name "Lewis" said he punched a dog, one of two that was fighting and the same thing happened to his.

Apparently, nice watch, have idiots putting the bands on, I don't know.
 
Don,

If you decide to get rid of that watch, let me know as I could use the parts, if nothing else.
I've got a 3105, so it might come in handy.

About the customer service, that really sucks.

And BTW, as long as I'm here, I posted a great thumbs up to MB Microtec customer service, but I was wrong.

I said they were going to send me a bezel for my Traser 3000 model, but apparently they have changed they're mind and are now trying to send me to www.parsecent.com for a bezel. Not only that, it's taken about 2.5 weeks to get the final word from them.
 
Originally posted by mikemck
Don,

If you decide to get rid of that watch, let me know as I could use the parts, if nothing else.

I've got a 3105, so it might come in handy.
Click to expand...

By the way, the hands are not as screwed up as they seem in the picture, they are moving while the scanner is scanning. Only the minute hand is fooked.

Ain't this a stone, cold, icewater shower on Customer Service? Here is the watch I just had to "abuse." :rolleyes:

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getImage.pl
 
this put a damper on those plans. :(

Probably only a small percentage have this problem, but considering how my luck runs . :eek:

So, I'll find another brand with tritium and a more reliable warranty/repair situation.

Any recommendations?
 
Well, I'll get around to getting another one just like this one except the next one will have a stainless steel band. They make the exact watch but with a S.S. band.

I really like the feel of it, and it kept damned fine time.

I guess it is just a matter of having to check the damned band pins yourself as they seem to loathe the task. And they sure as hell won't fix it if it flies apart on you.

Some how, a watch that is less than a month old while out for a run, when it falls apart and then is damaged from the fall...some how, that is MY fault and I have to pay to have my damn near brand new watch fixed!

It's rather odd I think. The damn thing is worth almost $200.00, how much more do I have to spend?

I'm going to the discount watch places and buying the other one eventually.

The reason I liked the watch so much is the combination of the face and tritium. It was great.
 
Countycomm has Marathon (US Gov't contract) watches with both types (glass tube and paint) of tritium. Prices are competitive, and customer service is excellent, as they're not a big operation. I've got one that is supposed to be nearly indestructible, made from glass-filled resin or something like that.
 
I can't say this for certain, but my guess is, since Luminox contracts their watches under other names, these are Luminox watches.
 
I thought the same myself (about Luminox being the source), but found that was not the situation. Marathon has, for quite a few years, produced watches for gov't contracts both here and in Canada. The watch I have has all the official markings on the case back (NSN number, etc.) to prove it. What I found out is that Countycomm has negotiated an exclusive agreement with Marathon to distribute all their overrun watches as they become available from various contracts. For instance, there was one available for awhile that was used by the Canadian coast guard. As for Luminox, I have no hard facts concerning where they get their watches from, but it would not surprise me if Marathon was involved in some manner, possibly as the OEM, or as a licensor.
 
That's probably why Loomies are so damned expensive because everyone has their finger in the pie. :rolleyes:
 
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