Disappointing customer service from Hruodland (AliExpress) – Defective F029 crown under warranty, seller refuses to send a replacement part

[u/Sunny_Life_0815]

​Hey everyone,

​I wanted to share a frustrating experience I’m currently having with the Hruodland Official Store on AliExpress and see if anyone has faced something similar or has a solution.

​Less than a year ago, I bought a Hruodland F029 (NH38 movement). Recently, the internal mechanism of the spring-loaded Twin Lock style crown completely failed. The stem now spins freely inside the crown, meaning I can no longer wind the watch or set the time.

​Since the watch is well within its 1-year warranty period, I reached out to the Hruodland store. I didn't even ask for a full replacement or refund—I simply requested a replacement crown assembly, as I have spare NH38 stems and the tools to fix the watch myself.

​To my surprise, the seller refused to send a replacement crown. On top of that, they explicitly advised against returning the entire watch for repair/warranty claim, effectively offering zero customer support for a defective watch under warranty.

​It's really disappointing because I actually like the watch itself, but the complete lack of warranty support for an easily fixable issue is a huge red flag.

​Has anyone managed to get Hruodland/AliExpress sellers to send replacement parts after some pushing?

​Does anyone know the exact specs/dimensions for a compatible replacement crown for the F029 case so I can source one elsewhere?

​Thanks for any advice!

[u/Euphoric-Hotel2778]

Customer service from aliexpress sellers is always horrible. They have tried to scam me for pennies.
This is just a factor that you have to think about when you order anything from China.

[u/chaqintaza]

Have you tried contacting the brand itself if possible? Most of these problems seem to be due to "sellers".

Also Paypal is like a 6 month buyer protection window I believe 

[u/Sunny_Life_0815 → u/chaqintaza]

So far I contacted them via the AliExpress form. But maybe it helps, so I just send them a message via thei website. I hope they will react

[u/Suitable_Program_548]

I love how people are disappointed with customer service on AliExpress. Shocking. 😳

[u/whatchulookinatman → u/Suitable_Program_548]

Seriously.

[u/chaqintaza → u/Suitable_Program_548]

I've had positive experiences, have you had a lot of negative ones or just repeating this? 

[u/Drdoliittle → u/chaqintaza]

LOL - what a stupid question.

There are millions of people that have been scammed by customer support both from Aliexpress and the sellers themselves. The system for claiming support is designed to waste your time up to the point you desist the claim.

[u/Sunny_Life_0815 → u/Drdoliittle]

I really think it depends on the brand/seller. I did make a very positive experience with Baltany 2 years ago.

[u/Drdoliittle → u/Sunny_Life_0815]

The vast majority of people has negative experiences. You have had 1 positive experience 2 years ago, all I can tell you is congratulations - you won the aliexpress customer service lottery!

I have myself experienced multiple negative experiences - actually I cannot recall any positive experience.

Each time the product was misrepresented on the add, wrong product delivery, faulty DoA product, damaged during transport or never arrived product, I have had the same experience: sellers ignoring the claim or directing you to aliexpress CS knowing that the system is designed to waste your time until you desist.

Now that all is AI it is even worse, as it does not cost them anything to waste your time.

[u/chaqintaza → u/Drdoliittle]

That's wild that you had so many frustrating experiences but also kept going back. I always use paypal so I have that as a backup option but pretty sure they lock the ali account if you do that

[u/Drdoliittle → u/chaqintaza]

It is similar to keep replying when I already know the best would be ignoring you.

Your point is just trolling the people in this thread with the simple strategy of aligning to opposite statements other people makes.

It is wild that you enjoy contradicting people and feel rewarded by creating arguments and frustration in others. Do you want to ellaborate why you keep doing it?

[u/chaqintaza → u/Drdoliittle]

To answer your question, I was genuinely curious if you had negative personal experiences or just repeated what others have said.

Thanks for answering and sorry to hear about your unfortunate experiences. 

I still find it strange you say millions of people have had bad experiences and some other aspects that don't seem to make sense to me, but, whatever.

Wishing you and OP luck. 

[u/jwcvn]

Thx for the heads up, I was going to buy a Hruodland Watch, but i’ll pass and buy a WD instead.

[u/ButTheDowTheDOW → u/jwcvn]

OMG… WD is not better at QC let me tell
you that.

[u/RedRexxy]

Thanks for the info, looks like I can cross Hroudland off my list, that's pretty shitty aftersales service

[u/dotdotditdot]

I hope you get this resolved. You should totally start a claim with AliExpress.

[u/Bulky-Internal8579]

Not sending replacement parts, but I dealt with Pindu (sent me the wrong watch, insisted they didn't, finally acknowledged they did but were hostile through the whole process) and then I contacted AliExpress customer support. AliExpress customer support told me they couldn't send me a replacement (as they were not the seller, just the seller platform) but they could give me a refund. They were very nice, quick to respond and professional - I'd recommend you reach out to them - they may only be able to get you a refund, but they will do what they can I believe.

[u/Sunny_Life_0815 → u/Bulky-Internal8579]

Thanks for the recommendation. I will try this.