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I have not had to do this yet, but I am sure some of the longer Lum-tec owners have.
Who pays the freight, is it 50/50? As in we pay to get it there, Lum-tec pay to get it back to us?
 

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When I received my SCB2, new out of the box, I saw that it had a defective face. I contacted Lum Tec and was told to send it back right away, which I did, at my expense. Item was repaired and returned to me, at their expense, within hours.

A few months ago I ordered a M23. New out of the box, the winding stem fell out when I tried to set the time and date. I was told to return it immediately, which I did, at my expense. Lum Tec returned it to me, within hours, at their expense. Upon receiving my repaired M23, the winding stem fell out again the first time I tried to set the time and date. I contacted Lum Tec and was told to return it immediately, which I did, again, at my expense. As always, Lum Tec repaired the watch within hours and returned it to me, at their expense.

I generally pay $25 to overnight my watches to Lum Tec. They generally return-ship to me by USPS Priority Mail, although they did return my SCB2 by overnight delivery.

I tell you this without any complaint because I cherish my Lum Tec watches and I'm blown away at Lum Tec's quick response to repairs. Lum Tec sets the standard when it comes to customer service. However, should a company, any company, pay for return shipping when merchandise is defective right out the box? ... probably ... and Lum Tec probably would have graciously footed the bill had I asked, but I personally made the choice to NOT ask for that consideration and, instead, chose to overnight my watches to them at my expense, primarily, to satisfy my own concerns about my watch getting lost, damaged, or stolen, during shipping (the less time enroute, the less exposure to such problems). I also knew that Lum Tec would give my watches the red carpet treatment once they arrived at their facility, and that's something you cannot put a price on. I feel like I get more in return from Lum Tec, in the form of service, than the price I pay to ship my watches to them.

OkeefenokeeJoe
 

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Agree with Joe that they'd probably pay shipping in both directions, if it came down to happy vs. unhappy customers, but that's not been their policy.

Their service policies and practices are so generous, that I've never felt the need to ask them to pickup inbound shipping. I, like Joe, send my stuff FedEx, overnight, insured and "receipt requested," so I know my watch got to LT.

On the other hand, there's "voluntary service" (e.g., please change by battery and/or regulate) and there's involuntary service, as in the example(s) Joe cited above, where there's clearly a defect in the watch. The one issue I had with a watch occurred outside of the warranty period, and -- without my asking -- Chris and Bes repaired the problem free of charge, even though they were under no obligation to do so.

It's a trade off.

Personally, I think customers should pay to send their watches back for service, with no exceptions to that rule. That way, we can continue to "leave some salt in the Earth," and continue to anticipate being treated like princes by LT staff.
 

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My experience has been 50/50. I pay to send it in and they pay to send it back. When you factor in the fact that battery replacements and timing adjustments, not to mention seal replacement and pressure testing are included FOR LIFE, it's a bargain.
 
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