Doxa USA service - very poor.

[Fredcohiba]

Just a heads up.
I bought a Sub 200 last July from Doxa US in Florida. Upon arrival it had an issue with the stem not being able to be fully extend when setting the time. I had to send it back for warranty repair. When I received the watch six weeks later, it still had the same issue. The instructions were to “more firmly pull the crown to set the time.”
I lived with it until this past April when I noticed that when winding the watch after it had been sitting and wound down, the winding was very hard-tight and I still had the crown issue.
I sent it in again for service and now after a month, I have sent numerous emails, calls and even texts to Doxa US and Switzerland inquiring about the status of my repair, all with not a single reply. Very frustrating…
Has anyone else experienced this poor customer service through Doxa?

[bondtoys]

I have a Sub300 and have the same issue with the crown.
I will be asking my private watchmaker to fix it

[REQUIEMnJADED4U]

I'm so sorry to hear. This is something to keep in mind as I was considering one myself.

[RW16610]

Sorry to hear this, Fred. I hope they get back to you soon and even more importantly, fix the watch as you desire.

[Fredcohiba]

Update:
I received a call From Doxa US on Friday 6-9 stating that the repairs were more complex than could be handled in FL so my watch was sent to the factory in Switzerland. Doxa US said they have no indication of the repair/turnaround time and would have to check with Switzerland on the status and get back to me.
On 6-16 I received a follow up email from Doxa US, “The repair center can not find any issue with your watch. They will be conducting a final quality check and sending the watch back to our office shortly. We will notify you when your watch has arrived in the US ”. What?
I sent a reply email that asked why would they send the watch to Switzerland, a watch they did not have the capability to repair? They must have discovered an issue. What did they find wrong with it and why doesn’t Switzerland find the same issue(s)?
I’m once again awaiting their reply.
What a bunch of manure…

[MichelleP]

I have heard of issues with Doxa customer service. I really like the Dox Sub 300 white Pearl Ceramic but have not purchased because of this issues with service.
I hope you can get this resolved

[RW16610]

Originally Posted by Fredcohiba

Update:
I received a call From Doxa US on Friday 6-9 stating that the repairs were more complex than could be handled in FL so my watch was sent to the factory in Switzerland. Doxa US said they have no indication of the repair/turnaround time and would have to check with Switzerland on the status and get back to me.
On 6-16 I received a follow up email from Doxa US, “The repair center can not find any issue with your watch. They will be conducting a final quality check and sending the watch back to our office shortly. We will notify you when your watch has arrived in the US ”. What?
I sent a reply email that asked why would they send the watch to Switzerland, a watch they did not have the capability to repair? They must have discovered an issue. What did they find wrong with it and why doesn’t Switzerland find the same issue(s)?
I’m once again awaiting their reply.
What a bunch of manure…

Oh man, I hope it actually is problem free now. What a shame and I like some of the Doxa watches but this isn't right. Fingers crossed you'll be able to finally have this resolved soon.

[Andad]

I would ask them to list it directly on Ebay.

[1William]

I like DOXA and have owned many over the years. I had a NIB 1500 that had an issue and it was returned under warranty and repaired. I have utilized service from Panerai, Omega, Rolex, Tudor and IWC and if you are expecting any typical kind of Customer Service that you receive from those bands you will be disappointed. I guess they are not big enough to or what ever excuse you want to use but the service experience felt second grade compared to others. None of that helps but I have moved on from the brand and while I admire the looks they are not for me.

[enjoythemusic]

i'm surprised at this point they don't just do a movement swap. It's quick and easy to do too.

[RW16610]

Originally Posted by enjoythemusic

i'm surprised at this point they don't just do a movement swap. It's quick and easy to do too.

Yeah, this is something they'll have to strongly consider if they're having such issues with the service process. If anything, at least offer it as an option with shorter turnaround times and better results.

[Fredcohiba]

Final update:
I received the watch back last week. Not sure what if anything was done to it. Doxa staff in FL were friendly but not clued in from the factory as to what was done.
I went to a local watch shop/jeweler (large selection of multiple brands) that I know on Saturday and traded it towards a Zodiac.
Lost some value but no longer have to worry about it.

[Calatrava r]

Probably for the best.

[TTSubforMe]

I received poor CS several years ago. Left a bad taste in my mouth and I sold all my DOXA’s and have not looked back until reading your post today.

[brandrea]

That’s a bummer, sorry to hear. I guess moving on is about all your could do.

[RW16610]

After that ordeal this was likely the only way to proceed. I'm sorry you had to go through this, but at least you'll have a fresh start with something you can finally enjoy.

[fmc000]

This thread left a sour taste in my mouth, I thought they were better than this as a brand.

[Fredcohiba]

My Doxa replacement…



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[RW16610]

It fits you well, never look back. With Seiko you shouldn't be having the same issues I would assume. Here's to worry free enjoyment!