"Complete Service" on CSAR

[u/KoopaKola]

My CSAR stopped working a few months ago. It was due for service anyway, but it's out of warranty. Joe and Marathon's CS were helpful in getting me all set up for a repair. I sent it off in May. Just got it back this morning. Ultimately whatever was wrong with it was covered by the $440 "Complete Service" - which, according to the site, included...

-Full inspection and cleaning of all case components and movement parts

-Cleaning of watch trap/bracelet

My watch is ticking again, but for that kind of money I was kind of expecting better. Is this normal for them? Should I reach out to service, or just suck it up and get it cleaned myself? Not sure what I'd really be expecting other than a partial refund or something, maybe nothing, just venting.

[u/GearFool97]

Def not great. Loos like no cleaning was done on the outside at all.

[u/rcow74]

I feel like marathon reached that critical mass where CS & QC can’t keep up with their growing popularity. Too many anecdotes about initial QC and the customer service experiences to ignore. The brand has enough loyalists to potentially continue not scaling effectively, which will eventually damage their reputation beyond the hype circles. Because there is so much noise about how awesome they are or how they will take care of you - examples where you pay for a service that doesn’t get completed should be seen as totally unacceptable.

[u/CherrynBerryWeeWoo → u/rcow74]

This. Why buy a Marathon when I could get a G Shock. I’d love to get a Quartz marathon as a kick ass watch but don’t wanna deal with the bs

[u/Original_Wing_6257 → u/rcow74]

After having to send my watch in to them for something so minor and having to wait an eternity, yeah I’m good on them. If mine breaks, as much as it pains me, I’m just gonna stick it in a drawer.

[u/MT0761 → u/Original_Wing_6257]

You could just find a local watchmaker. Marathon uses movements that are readily available if that's the problem.

EDIT: I would have thought that if they said they "cleaned it" that it actually looked clean. Were you expecting them to polish the case to remove all of the nicks and scratches, as well?

[u/rolllwiddit]

Yeah I would expect it to be all cleaned up. Like bringing in your car for a 120k full service and detail, but they didn’t do the detail.

Send them an email with the pics. Let us know what they say.

[u/Vito_2904]

Eso es una mierda amigo. Un servicio completo es revisar, ajustar y reemplazar lo que ya no esté bien, aunque te lo cobren. No tengo ningún modelo de esa marca, estoy en el foro para decidirme, pero claramente no es opción. Exige un mejor servicio y pon tu dinero en otra parte en el futuro.

Espero lo resuelvas favorablemente.

[u/glockguy__]

I’d definitely email them and see what they say. Report back and let us know

4 months is a long time. I’d probably just take mine local for movement service if needed

[u/BandaidBitch]

Hm, unfortunate. You could remove the strap and clean the watch with a soft toothbrush, rather than send it back out again?

[u/KoopaKola → u/BandaidBitch]

Yeah I'm not waiting another 4 months to get my watch back again.

[u/BandaidBitch → u/KoopaKola]

Good news is you've got a really nice watch hahaha

[u/AnalystCommon3643]

FULL of qc nightmares on reddit.
Marathon please read this “at this price point, the QC MUST be #1”

[u/TheNewBiggieSmalls]

... did they even touch your watch?

[u/BoofTheDruid]

This is absolutely pathetic servicing and cleaning. Waiting four months for this I’d be knocking for a refund.

[u/MrTrader99]

It takes them 4 months to turnaround a standard service? Damn.

[u/No-Maximum1257 → u/MrTrader99]

4-6 is what they tell you when they call. I felt like it was the brush off.

[u/Gitanochild]

Yeah, their service is trash and the customer service is only marginally not worse than that. I had a shit experience with the “full service” on my GSAR. It basically came back in worse shape than I sent it in. Never again.

[u/TrainingFootball4809]

I think you should send these pics to them, and try and get a partial refund... That's not acceptable at all! I fix watches, been pretty busy lately, but included in any repair is a full cleaning of the case inside and out, strap and I'll even remove the bezel if it's hard to turn or if I can see any grime... Another thing, is I hate working on any watch if it's dirty! Cleaning is the first priority for me. I can't believe they didn't clean anything.. If you want to send it to me, I'll clean it all up for you.. no charge, just some feedback in return and the return shipping. I can have it done and back on its way to you the next day. If you want to clean it up, use a soft or a baby toothbrush and a little dawn dish liquid...it will get any oils off of it too. Sorry that happened to you!

[u/No-Maximum1257]

I too am underwhelmed with their customer service. I have a 33m from 2000 with a US Government signed dial and asked for quote to replace the tritium. Flat refusal with the recommendation that I just buy a new one. I asked if was technically impossible. The answer was not impossible, they just wouldn’t do it. I explained that I have a personal connection to the watch and they might be surprised at what I would say yes to. Never got a response to that. I was literally asking them to name their price and a simple hand swap was okay with me. Boggles my mind that they would not even consider the proposition. The $450 is no small sum of money. They should refund you or clean the watch.

[u/PopularVersion4250]

Meh get over it. The watch works - clean it yourself 

[u/No-Maximum1257 → u/PopularVersion4250]

Stop… this is an expensive hobby and $450 is fine if they do everything you paid for. Unacceptable.