A timely lesson in customer dissatisfaction?

I recently found a watch I thought I'd lost over a year ago. It was a gift and although, not very expensive, it meant a lot. As you can imagine, I was so relieved to have found it that I couldn't wait to put a new battery in and wear it again. As for excitement, that's where it ended. It turned out that the jeweler couldn't get it working again even though he'd replaced it with 3 different batteries.

"Your movement's seized up" he said. " You're gonna need a new one". So, as he couldn't fix it himself I said I'd contact the makers, they should have parts in stock. Well, that's what you'd expect isn't it?!

Following a quick search on Google, I managed to find a very slick site with a Service section. Email and other contact details were available, so I got in touch...

Here's the conversation;

To: ServiceW Westcliff
Subject: Rotary Toledo watch
Hi
I'm hoping you can help me please.I've had this Rotary Toledo watch for over 20 years. Unfortunately it had been a year since I had a battery replaced. I went to the local jeweller yesterday and they told me that they had tried several batteries but none worked. They suspected that the 'movement' needed replacing. This is a very sentimental item and I would really love it to work again. Is this something you could advise me on please?
I look forward to hearing from you soon.
kind regards
Andreas

I added a photo just to make sure

Dear Andreas
Thank you for sending in the photo of the watch. I have referred this to our senior technician who advises that we are unable to undertake repairs to your watch. Please accept my apologies for any disappointment my response may cause.
Yours sincerely
The Dreyfuss Group
ZXXXXXXXXX
Customer Liaison Office

To: ServiceW Westcliff
Subject: RE: Rotary Toledo watch
Hi. Thanks for getting back to me. That's disappointing. Would you be able to sell me a new movement for this watch and I will attempt a repair myself?
Many thanks
Andreas

Dear Andreas
Unfortunately we do not have the movements.
Yours sincerely
The Dreyfuss Group
ZXXXXXXXXXX
Customer Liaison Officer

Hi
Could you at least point me in the right direction please? As experts, I would think you're best placed to have info like that.
Thank you
Andreas

And finally, a somewhat disappointing conclusion to my quest...

Dear Andreas
Unfortunately, we do not have the information of who may be able to repair your watch or supply you with a movement. Please accept my apologies that we are unable to assist you with this.
Yours sincerely
The Dreyfuss Group

So, what's the lesson learned here? Well, several but the main one is quite simply, make sure you replace your watch batteries regularly!