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RE: Etiquette Protocol Dilemma by haywood milton Date: 12/08/2001, 01:42:47 In response to: RE: Etiquette Protocol Dilemma -- brainfat

Dear Sir, As a jewellery-shop owner I am in an extremely relevant position of experience for your question. An earlier correspondent asks whether the watch was booked in by the repairer on stationery which detailed any existing wear or damage. This would certainly have been good practice but it is true that many jewellers in Britain at least do not do this. The absence of such paperwork does not, of course, prove your case. Second, there is a common phenomenon with repairs. When they are handed back the owner will examine his/her item over a short period far more closely than ever previously. Things may be noticed which were hitherto overlooked. Furthermore, if the bracelet was too short before, had you been wearing the watch? Enough to be sure there was no chip? Only you know how close to 100% certain you are. I don't believe the repair was done for free to make up for damage caused in the process. Even with unscrupulous repairers ( and I am sure your's is in fact a thoroughly honourable one ) this is not how it works; they would charge the full amount because anything less would be tantamount to an admission of responsibility and lay them open to further claims. Can I suggest that you approach the store in a friendly and open manner --- you're really grateful that they altered the length for free, but at home you spotted this damage. Ask them directly but amiably, what do they think you should do? They have no paperwork ( apparently ) to say the watch was not damaged before accepting it so I think the very least you could expect is a repair at COST. If you get better than this then you have probably been quite lucky. Pragmatically speaking, talk of legal action etc is not going to be worth your time. Almost all retailers have far more time for the courteous customer, since he is the one we want to see again. Hope this helps, Kind regards, Haywood Milton, M.A.(Hons), R.J.Dip. Managing Director, Miltons Jewellers, Liverpool, England.

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