Doxa sub 5000t customer service problem
Here we go.
Hereby I will present rather sad story about Doxas customer support, service standards, and overall attitude to its clients.
At 04/02/2011 I have bought brand new DOXA 5000T Sharkhunter, using direct path and official Doxa site :
http://www.doxawatches.co...sharkhunter.htm
Payment was transfered using my Paypal account, transaction No 65V072535W482133X.
Happy as a puppy - was waiting for a delivery.
The parcel left USA at 15/02/2011 by FedEx, tracking No 794426316994
At 20/02/2011 FeEx Warsaw branch got complet documentation and prepayment to proceed with VAT tax and custom fees, delivered by bank transfer at FedEx account in Poland (total amount >$430)
The parcel has "in delivery" status, and was to be delivered, when was called back by DOXA itself. I got the mail as follows :
Hi Waldemar,
There has been a mistake, the wrong watch was shipped to you. We are trying to get it sent back to us, but if you receive a package from DOXA DO NOT ACCEPT IT. Tell them to return to sender. We will get the correct watch sent to you as soon as possible. I am very sorry for this problem!
Thank you,
Andy Bard
Customer Care
DOXA Watches
DOXA WATCHES SWISS MADE WATCHES since 1889 l Clive Cussler Edition | SUB 1200T PROFESSIONAL DIVE WATCH !!NEW model!!
customersupport@doxawatches.com
The parcel was sended back to Warsaw, and after nother TWO WEEKS was shipped back to US, FedEx No 867603574091
There was no feedback neither from FedEx, nor DOXA concerning the case, even if I have sended mails, contacting by Paypal, by on-line chat, and so on.
The case get some speed starting from 11/03/2011.
I got the mail from my pale Andy, DOXAs employee of the month for bulling the clients, what I will show to you later.
The message goes :
Hi Waldemar,
We are going to ship your watch to you in the next day or two. First we need to get the VAT from you, it comes to $400.
Thank you,
Andy Bard
Customer Care
DOXA Watches
DOXA WATCHES SWISS MADE WATCHES since 1889 l Clive Cussler Edition | SUB 1200T PROFESSIONAL DIVE WATCH !!NEW model!!
customersupport@doxawatches.com
OMFG
DOXA demands me to pay ADDITIONAL $400, when I have already paid $430 for VAT and custom fees, and still have no watch !
Considering the fact, that DOXA is not responding for my mails, only sending requests, I have tried to get theirs intrest by asking at official DOXA subforum at WUS.
The only I have got, was a privat mails like this :
No 1 :
customer service issue
Dear Sie, we are taking care of your problem, we will contact you by email ASAP, please do not post customers ervice issues on the DOXaA forum as this does not comply with the forum rules.
PLEASE USE THE PHONE, LIVECHAT OR EMAIL to communicate with DOXA
Thank you
Great Like there is anything else I was doing for a last three weeks
And No 2, even better : why must I pay double VAT tax due to theirs mistake :
Re: customer service issue
Dear Sir, please email us at
help@doxawatches.com. we do not use the forum for communication.
We want to send you the watch but the VAT must be added to the price and you actually started a paypal dispute. It is realy very difficult to communicate if you dont understand what we are writing to you
Yeap. What a miserable redneck from the Eastern Europe am I, not to understand The Voice of DOXA Holly Virgine. Pitty me, silly me. Must have been gone down from a tree a bit later then my precious pals from DOXA customer support...
Have opened a dispute on Paypal, not having the watch, having paid > $830 - it was 4 days till the end of Paypal security cover time.
After a chit chat with my precious friends from DOXAs customer support, I belived that this whole thing is just an misunderstanding, and they will help me to resolve the case - anyway, it was my third DOXA watch, first that was sended from the USA (two others I get from Switzerland). So I have paid this additional $400 for VAT ...
Suddenly, the 5000T was resended, but not from the USA, but from Austria, that is EU member, and no VAT and custom fees are to be paid
As a cherry on a pye - the DOXA arrived broken No sign of life from balance wheel at all.
The answer that I have got from DOXA is a kind of its own, but reassembles all that were previous : I was told that have no idea how to wind automatic watch The "monkey down form a tree" case again.
What must I do ? Send the watch to DOXA, finally. They will fix it. I did. Paid ADDITIONAL $190 for secured shipment by myself, because as DOXA The Great told me, "the monkey down from the tree", sending the watch cost goes to the sender
Did you add the numbers ? If not : the price of the watch from official DOXAs store - gone. Additional $1020 - gone. No watch. DOXA is cool. I am not. But DOXA doesn't care. Still, they HAVE the money, and HAVE the watch.
When they get back the second watch - they have closed Paypal dispute by sending me the money back. But not witch additional $1020 that I have paid, just first transaction amount.
I logged into DOXAs live chat, and asked for explains. None. Zero.
So, no case for Paypal. No case for DOXA. Is a case for me.
For the ones interested, my chit-chat with DOXA by Paypal :
Paypal transaction 65V072535W482133X
Paypal dispute PP-001-244-308-379
SELLER - DOXA WATCHES
14-03-2011 14:58 CET
Dear Sir, we sent you the first watch (professional) by fedex, tracking number is FedEx tracking # 794426316994 and we have not received it back yet. We are currently tracing the package. We will ship a substitute today from within the EU once you pay the VAT (New Tracking number is fedex: 479735895191). We sent you a paypal invoice for the 20% VAT and expect payment today. Thank you
BUYER
14-03-2011 15:36 CET
OK.Waiting for transfer to the private account for paypal.
Today or tomorrow I will pay.
SELLER - DOXA WATCHES
14-03-2011 17:44 CET
Thank you
BUYER
15-03-2011 07:13 CET
VAT paid.
PS- first watch back - nr Fedex 867603574091
BUYER
18-03-2011 12:18 CET
Watch arrived but did not work
What can I do?
SELLER - DOXA WATCHES
18-03-2011 13:30 CET
The watch was tested before leaving the factory and it works fine. You have to wind the movement in order to make it work. This is an automatic watch and needs to be wound in order to build a power reserve. Please read the owners' manual on the DOXA website or on the CD enclosed in the package. Thank you
BUYER
18-03-2011 14:14 CET
I bought 2 doxa.I know how the movement. And this does not start at all.
SELLER - DOXA WATCHES
18-03-2011 15:00 CET
Please return it to our Address in Austria and we will send you a new one:
Name: DOXA WATCHES c/o ifactory.at IS GmbH
Street: Mauerbachstrasse 40/5
ZIP: A-1140
City: Vienna
Country: AUSTRIA
Tel: +43 1 577 35 35 11
Thank you
DOXA watches Inc.
BUYER
18-03-2011 19:00 CET
Watch sent
Fedex 867602981710
in Vienna on Monday
SELLER - DOXA WATCHES
19-03-2011 06:29 CET
Thank you, we will replace it ASAP
DOXA watches Inc.
Looks like DOXA got VAT from me, and VAT refund from FedEx. That makes $800.
If it is not the nigerian style fraud - please explain me what it is ?
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