“I purchased my watch in late June through the website (order # 16704. I also purchased one other at the same time (order 16705). Order 16704 did not run well right out of the box and I accessed customer service people to report this and ask what should I do. I suspected a low battery. It took two communications to receive a reply which was brusque to near rudeness and contained the statement that my watch was out of stock and no longer available. If I wished they would send a label and I couod return the watch for a refund. . There was no mention of any sort of alternative solution, as for example, an exchange and, as necessary, a adjustment of paid price
A week or so after I received this watch, I got an email from Sarah, purporting to be a concierge and began chatting with her about 16704. I recieved many understanding and sypathetic comments but no practical information. I decided to take the watch to a local jeweler for an assessment only of of its malfunctining. Before I did this, I had an identical second conatct from Sarah, the Concierge and an identical discussion to the first began. I shortened this and went to the point, including my discontent with Mondaine's attention to my watch issuess.
She again conferred with her team and after a day or two , asked for my mailing address so that I could be sent a return address label. the watch wouod be repaired under warranty if I returned it. That was two weeks ago and I am still awaiting a mailing from Mondaine with a return label for the return of this watch. Not only that, but according to published Mondaine policy, I have a grace period of three months to complete such a return. My time is thereby running out due to obfustication and inadequate attention/communication from MOndane.To say I am disappointed with Mondaine and this watch is a gross understatement. I Love the appearance of 16704 and I trusted the company to be forthright and supportive of their product AND their customers. I expected to obtain a stellar timepiece from repuable watchmakers. Instead, my watch does not run and I have been treated with indifferent discourtesy after having purchased a faulty product .”
