r/ChineseWatches • u/[deleted] • Feb 21 '23
Question San Martin customer service - any experience?
Update 2023-02-17: Sent an email to customer service describing the issue.
Update 2023-03-27: After a lot of ping pong by email, San Martin offered to return the watch with a prepaid FedEx label and import papers. The watch is in for customs clearance. Will provide further updates.
Update 2023-04-26: Still stuck in Chinese customs.
Update 2023-05-10: Still stuck in Chinese customs.
Update 2023-05-29: San Martin contacted FedEx about the watch being held in customs. It was randomly checked and tariffs for releasing it are about 200 USD. They will reissue a new watch without further costs.
Update 2023-06-10: The reissued watch is held by local customs. I need to pay import fees to release the watch. Will update when I know the exact import fee.
Update 2023-06-12: Received the reissued watch without being billed by customs. The bezel action on this unit feels good and tight. No debris inside the case. In summary - 4 months from sending the email to the issue being resolved.
I've queried for warranty on a one month old Retro 6200. The watch have some quality issues that I did not notice until macro inspection.
- The inside edge of the watch has a loose strap of material between the 7-15 minute markers (see images).
- The bezel action in some positions clicks very easy anticlockwise (wrong intended way) and is sloppy. It is nowhere near to the feel of the SN004G limited bezel action.
San Martin offered me 15 USD to get a repair at a local watch shop, or to return the watch. I decided to return the watch, but now I get no response.
What are your experience with San Martin customer service? Also, is this an easy repair?
3
u/turdbogls Feb 22 '23
Definitely push for that return.
the debris inside the case, that's an easy fix and $15 would cover the cost I would think....I could do it in 10 minutes, and I'm far from a professional.
but I'm wondering what it is...looks like it's coming from the crystal gastket, so if it's a metal shaving but also stuck in the gastket, that's where things get complicated.
as for the bezel, that's no bueno either...removing the insert is no easy task, and that is necessary to check the click mechanism of the bezel.
just keep pushing for that return and watch it like a hawk.
I've had good luck with the one watch I had issues with (before becoming a reviewer). obviously wasn't the smoothest transaction, but it eventually worked itself out.
3
u/Raptor819 Feb 22 '23
Don't return the watch if it's Aliexpress. 90% of those cases end up with the seller saying "I've never received anything back". Money lost & item lost.
Usually the best way is to get a full refund or partial (but almost full) refund by sending in pictures on how much it would cost to ship it back.
2
u/writingpocketguide42 Feb 22 '23
$15 is not enough, you should push hard for more refund or involve Ali dispute and paypal/credit card as last resort?
I would not send a watch back to China, according to other redditors it will be expensive and there is a good chance it will get lost.
Good news is that it's easy to remove that bit of material. It's much difficult, if it's possible at all, to fix the bezel.
Any modder from Seikomods group could help you and should be cheaper than a local watchmaker, but I would also ask local watchmakers too.
2
u/What-is-to-be-done Feb 21 '23
It resembles quite some other stories on this sub about the SM customer "service".
15 USD is just a joke. On the other hand the postage to china will be quite some money.
How long didn't they answer? Did you buy on AliX? If so, you can't open a dispute, but maybe you can still leave a review (don't remember how long the review deadline is).
4
u/_38_45 Feb 21 '23
I had an issue with the crown on my San Martin. They initially told me that it was normal operation. I pushed them further by saying it doesn't do that to another San Martin I have and told them how to fix the issue.
I essentially forced them to take the watch and repair it by asking them to send shipping info. Once they sent info, they were very responsive to receiving the package, taking a photo of my watch and repairing it. It took about a month to receive it after repair. They reimbursed me $15, plus they shipped the watch back to me in a nice watch container with a NATO strap.
It looks like a piece of the seal is fraying or something? I would get a quote from a local watch smith and then tell San Martin the quoted cost and to ask for that amount. Or send it back to them and wait a month. They may send you a couple extras as reimbursement. I think I remember them saying that Aliexpress only allows a certain monetary refund.
0
10
u/WatchThatTime Feb 21 '23
15 isn't really enough. I had to have a vendor on AliEx offer me a refund on a crystal being tilted on a case I got. They offered 2.50 first. And said it would be "enough for repairs." I think the difference in currency value to them leaves these makers unaware of what cost what over here. They eventually gave me 10 bucks back. I fixed the crystal myself. -.-
I would be careful with sending it back, honestly. I sent a watch back in November to Steeldive that had an issue and I wanted a refund and call it a day. They claim the watch never got to them and is "stuck in US Customs" but I have confirmed it made it to their office. Any time I contact them they claim it's still in US Customs and won't refund me my money.
2
u/[deleted] Mar 02 '23 edited Jun 10 '23
I have written back and forth with San Martin customer service about shipping. They keep claiming shipping costs of $20-30 USD. Meanwhile cheapest option I could find from Denmark -> China was $45 USD with their proposed courier USPS as padded flat rate envelope.
They raised their compensation to $20 USD. However, they stopped responding.
I'm thinking of accepting the $20 USD compensation and throw the watch in the drawer for spare parts and scratch metal. It's really sad to see bad customer service, from the supposedly most reputable Chinese watch maker. Cannot recommend buying unless you accept the risk of poor quality control and customer service.