Tag Heuer Customer Service Issues

After purchasing a watch in Ho Chi Minh, Vietnam on February 5th, within 5 days of wearing it, issues with the watch arose including problems with the screen and heart rate measurement. Despite a repair request sent on February 19th following consultations via text, there has been no progress since then. No history inquiry has been made to TAG Heuer. The customer is seeking information on where to inquire about the repair history and service policies. They are on their third email regarding the repair and would like more transparency on the repair progress and customer service. They emphasize that speed is not as important as communication and request a prompt response to their inquiries.

I am frustrated with the lack of communication and insincere customer service from TAG Heuer regarding my watch return and refund request. According to their return policy, I have 30 days from receiving the watch (for online orders) to request a refund. I purchased the watch on February 5th, notified the store of its failure on February 10th, requested a repair on February 19th, and finally requested a refund on April 3rd, which was within 14 days of owning the watch and wearing it for only 5-6 days. However, as of April 11th, I have not received any response from TAG Heuer. I am dissatisfied with their lack of communication and unhelpful customer service.

Dear Cecile, I want to discuss TAG Heuer's refund policy regarding the watch I purchased online. Within the 30-day timeframe stipulated for returns, 15 days were spent with the watch being broken or unwearable, leaving 57 days for TAG Heuer to make a decision about it. Despite this, there has been no communication regarding the watch. I have not used or owned the watch, and now I am seeking a full cash refund, as the inaction is diminishing the value and appeal of the watch for me. I believe a more prompt response and a transparent explanation are necessary in this situation. As it is a smart watch, I hope for a resolution that will not waste any more time. Thank you for your attention to this matter.

Dear Cecile with TAG Heuer Customer Care, I am following up on my previous email regarding my refund inquiry, as I have not received a clear response yet. Despite reviewing TAG Heuer's refund policy, I find that there are no specific guidelines applicable to my situation. To briefly recap, I purchased the watch on February 5th, and it failed after being worn for only 5 days, followed by 9 days of storage due to the malfunction. I requested repair on February 19th, and as of April 24th, the watch has been missing for 64 days without any updates. I seek clarification on whether the standard "within 30 days of purchase" policy applies in my case and if my circumstances are considered consumer negligence. Clarity and accuracy in your response are crucial as I am disappointed with the previous lack of communication, which has dampened my interest in your products. However, a prompt and explicit refund resolution could sway my decision. I am awaiting your swift reply as I prefer not to spend additional time contacting TAG Heuer. Thank you for your assistance.