Leaks

In cases where a customer comes in and says, “The watch leaked and it’s your fault”, the thing you do is:

1. With the customer watching, look at the crown and see whether it is screwed down all the way or not.
   1. If not, point this out to the customer that it is not and this may be where the watch leaked.
   2. If it appears screwed down then
2. Tell the customer in order to determine how water got into the watch you have to have the watchmaker test it. Explain to the customer that there are only a few ways water can get into the watch and this test will determine that.
3. Call the watchmaker and tell him you would like to bring a customer down to test for a leak. He will tell you to come now or in a few minutes.
   1. The reason you want to take a customer is so the customer can see for themselves and less likely to allege any hank-panky on our part.
4. Close the crown and take the watch to the watch maker with the customer and do a water test. If it leaks, we may be at fault. I repeat, “May be”.
   1. Tell the customer “although I can have the watchmaker check inside the watch to find this out, do you know who last worked on the watch”?
   2. Saying it this way lets the customer know, you will know if they are not telling the truth.
   3. More than once a customer has left the crown open then taken the watch elsewhere to be fixed. When another place doesn’t solve the problem, wants to charge too much or fixes one thing and causes something else, then they bring it to Leo’s, blaming us! We don’t want to be stuck fixing someone else’s mistake for free.
   4. But, if it doesn’t leak, we are immediately off of the hook, and you explain calmly and quietly, “the only way this watch could have leaked was if the crown was left open. That is what this test proves.”