Money down the drain
I bought an eco drive Citizen watch from Zamels about four years ago and took it twice back to Zamels store for repair.
The first time the watch stopped working and the second time it drives late.
Both times the watch work accurately for a period of time (the first time for about 6 months and the second time for about 4 weeks), then drive late despite being exposed to light.
Do not buy any eco drive Citizen watch.
Misleading useless warranty
I purchased a Citizen watch overseas from a reputable dealer, the watch came with a five year warranty in the USA. The watch cost $600 AUD and is barely two years old and is only worn as a dress watch.
I recently went to adjust the time and the crown separated from the watch rendering it useless. After contacting Citizen in Australia for repair I was told the warranty is only good for one year when goods are purchased overseas.
Obviously these watches are not made in Australia and are imported into the country, so what sense does this make.
Citizen watches should stand behind its product but obviously does not.
The most trouble of any watch I have owned
I wanted an eco drive for some years and after a home robbery all my watches were gone. I paid nearly $800.00 on special for eco drive and was happy except with the band that I had Citizen add links to... this took months and the band kept falling apart... so back it went twice more and it still kept falling apart. Argued with citizen about the warranty on each occassion so in the first 2 years the watch was with citizen more time than I had it. Last time gave up and stopped wearing the watch. Had one more try and got a local watch smith to fi...nally fix the band, then the watch stopped and we could not reset it. Sent it back to Citizen who want to charge me more than i paid for the watch to fix it. Apparently water some how got into it. Not bad for a watch rarely worn and never in rain, showers or swimming. It sucks.
I love my Citizen Watch.
I can't believe that so many people have had a bad experience with Citizen. I got my 1st Citizen watch when I was 13 and it lasted my over 25 years. When it was time to replace my watch I had no problems paying over $2000 for a new Eco watch. I loved the idea that I would not have to replace the battery after 2 years. Anyway I have had this watch for over 5 years and would recommend Citizen Watches to anyone. To the person who was complaining about a rubber watch band breaking what do you expect it's rubber. Get a watch with a metal band next time. Citizen you should not sell rubber watch bands. That was the only thing that I had to replace with the watch I had for over 25 years.
Customer service? What customer service?
I am (actually better say I was) a fan of Citizen watches. Had few of them over the years. But now I needed customer support. Well, guess what. There is none.
Al I am getting is message saying how important my call is, then another one saying they can not talk to me. Leave a message and they will get back.
Well, did that couple of days in a row. Nobody bothered.
Now I know how really important customers are. Well, I hope other brands will value their customers. Instead of getting my watch fixed, it goes into rubbish bin and I go somewhere fa...r away from Citizen. ---- Well, after few messages I finally got someone to call me. All I needed was new glass for my watches. It was cracked, but watches worked just fine. They advised me glass itself is $14, so very rough estimate is about $100 to get it repaired and sent my watch in. Quote came back at $700 and they tried their best to sell me new watch at half price. They really tried hard.
First and last Citizen watch I'll ever buy
I had my $500 Citizen watch for 13 months before the pin connecting the watch housing to the band broke. This was strange given that I work in an office and the watch isn't exactly exposed to any strenuous use. I enquired via email about the repair, even sending a photo clearly showing the broken band. I was told to send it in. Great start.
After a week or so, I received a call back saying that the band was not covered under their 5 year warranty and quoted me $250 to fix a tiny piece of metal, or 50% off a new watch. Go figure.
After a bit ...of protesting and referencing the Australian Consumer Law, they offered me 20% the repair bill. I'm sorry but if I'm buying a $500 watch I expect it to last more than a year and expect that the company will honour their warranty. The fact that they offer a 50% discount on a new watch is clearly a sign that Citizen do not care about customer service and the quality of their watches is sub par. I've had watches for a third of the price last four times as long. Give your hard earned money to a worthy watch company.
Citizen have just lost another loyal customer
My experience is a carbon copy of Matt's experience posted two years ago. I had my first Citizen watch for over ten years without a problem and I decided to upgrade to an eco-drive 100m WR watch at Christmas 2017. Within 18 months the crown has fallen off and Citizen is refusing to fix it under warranty as it has suffered "accidental damage" to the case tube, which is apparently an external part of the watch not covered by the warranty. Disputing the fact the watch has suffered any "trauma" whilst in my keeping I too received the generous offer...of a new watch at 50% of the web site prices, complete with 5 year warranty, which turns out to be useless. It seems that these new Citizen watches are not fit for purpose as they cannot take normal wear and tear without suffering fatal "accidental damage" which leaves you high and dry. Obviously Citizen has no no regard for customer satisfaction so they have just lost another loyal customer together with my wife and 4 kids, all of whom have (their last) Citizen watches. In the meantime I will replace the battery in my 12yr old Citizen watch until I decide what brand to buy.
Have lost all faith in Citizen watches
Bought my first eco drive in 2001, have owned and enjoyed 4 since then. Recently sent 2 year old watch to Citizen for chipped glass repair and was told they didn't have parts so couldn't fix it. They offered 50% off their online store to help ease my pain however why would I spend hundreds of dollars on another Citizen watch given they can't even replace a simple glass? Won't buy another Citizen and I recommend others think twice before spending big money on a watch that the manufacturer will not support.
Don't seem interested in low value repairs
Sent my Citizen watch in for repair. Our family have owned many Citizens spanning decades and I was keen to have it looked after by an authorised service centre. It was returned unrepaired after I was informed that parts could not longer be obtained.
This was odd - the watch is an Eco-Drive with a commonly used movement (H500) - these are still available in watches sold new. It was clear the back wasn't opened so no assessment of parts required was done. And most faults are caused by a worn out capacitor that's quick and easy to replace. I di...dn't get any further information on the fault or what parts were actually needed. Ended up with the impression they saw the watch and fobbed it off as a job that wasn't worth their while. They offered 50% off a new watch from their online store - thanks but I just want my old watch fixed. At least provide a minimum cost for basic repairs - I'd have been willing to go ahead even if it cost more than the value of the watch. Will now go to a local repairer instead.
I will never buy a citizen watch!
I was fond of Citizen Watch for a long time. I had Eco drive divers watch for about 15 years and all the sudden it stopped. I contacted the Citizen center for repair. They said it can not be repaired due to the parts they require no longer produce.. They offered me a half price from website collection. I took the offer and gave this watch to my Gardener. Surprisingly my Gardener fixed the watch and wears it now. What kind of craftsmanship they have. They just simply said it can not repair. and story still go on. the one I got in a half p...rice, it was a mountain watch eco drive. I paid $475 and within a year I dropped it to the floor and smashed the glass. Service centre told me that it was accidental damage and cost of repair is $680. I just can not see there is any customer service in there. I will never buy Citizen Watch any longer.
Constant companion for nearly 10 years.
I was surprised to see such bad reviews of a product I'm rather fond of, so I though I'd add a bit of balance.
My parents bought a Citizen Ecodrive watch in 2009 because they thought the solar technology to be nifty. The precise model probably isn't made anymore but it has a stainless steel band and it's WR100- water resistant to 10 bar pressure, which I should point out is higher than a lot of the range but available in some models. I put it on my wrist and it's been there ever since, never skipping a beat. I leave it on while I sleep, show...er, swim, just about everything. I've taken it travelling, including backpacking, every time I've gone over the last 9 years- I don't worry about it getting stolen as it's always on my wrist! I only take it off to clean underneath it every so often to reveal a heck of a watch tan. The only damage it's ever sustained was some time around 2011 when I tripped over while carrying a pear. In the split second before I hit the ground my subconscious mind decided to save the pear by flipping my outstretched hand inwards so my outer wrist (and watch) hit the ground first. The top of the watch face got a little grazed (less so than the rest of my wrist!), which you can still see at certain angles. At least when I look at the scratches I can remember how tastey that pear was. As for the concerns of the other reviews, my clasp has never come undone unexpectedly and the cap seems very securely locked in place. I guess that depends on the model. I can't vouch for the rudeness or unfairness or otherwise of the customer service team as I've never needed to interact with them! I bought my partner an equivalent men's version in 2013 and it's still going strong too (although he doesn't wear it constantly). When my watch ever does stop working I'll definitely buy a Citizen Ecodrive again.
- Verified customer
Strap broke within 2 years
My previous Citizen watch crashed and they offered me an Eco-Drive U200 for a reasonable $312 in July 2016. However within 2 years rubber the strap broke in two places, and I rang them to check. They said to give it to Myer, Prouds or Angus and Coote and they would repair it under warranty. However, two Myer stores said they wouldn't handle it, so I mailed it to Citizen. I received a quote from them today for almost $90. Ridiculous. When I ring their Service Department they say there is no-one there and to leave a number. So far no call back. I am REALLY angry with them and would strongly recommend against buying a Citizen watch.
$350 Women's Eco-Drive
I actually loved my Citizen watch, as it was a gift from Mum. Had it for only 6 months before the clasp decided to break free, slip from my wrist, get driven over by a car and die. Now, it's totally useless. I never thought it would be the clasp that decide the fate of the watch. I have a Casio watch that's still working after 12 years. The Citizen watch's death was quite an experience...
Crown came out first time wife went to change to daylight savings
Mr [name removed] your staff give "No Hoo-Haa" about your customers, or is it, this how you train your staff to treat your customers?
I didnt think you would be hard up for a buck but it seems $30 is about the price of it, as your staff are happy to let a simple warranty issue snowball into an ugly insulting offending matter of principal for my wife and me over a $400 item we bought not even 9 months old.
After leaving my watch in your Munno Para store in April I was told it would be a few weeks, fine no problems. I then had numerous call...s with the store saying that Citizen said we have purposely pulled the crown out and its going to cost $50 to fix. No way we did anything wrong to the watch ever, we use it as normally intended, then tried to change the time, as you do 2 times a year. I was getting no where, the store said Head Office could only go by what Citizen was saying and have offered to pay $20, but its now a matter of principal, we were being called liars and cheats. :o I posted my complaint on Shiels Jewellers FB page Monday 18th June got a message saying someone from Admin would get back soon, I got that speedy reply today Friday 22nd, not bad form. (notice the post has been removed) Unfortunately only to be told that your not going to budge on the offer of $20 off the $50 repair bill charged by Citizen. Doesnt say much for your customer service or Citizens, plus on top your staff still claiming we have purposely pulled the crown out, so much for "the customer is always right". Someone forgot the 1st rule in business...
Lousy Customer Service
I bought a Citizen ladies watch for my wife. Within 2 years the crown fell out (the mechanism for adjusting the time). Despite being under warranty, the Citizen repair centre refused to repair the watch under warranty, claiming that the watch had accidental damage. Given the watch is subjected to normal wear and tear I refuted this, and claimed that one should expect a $450 watch to be durable enough to last longer than 2 years. I was told that if the watch was newer, they might have made an exception. Apparently a "warranty period" is what...ever these guys feel like on the day. Despite my protestations, they flatly refused to repair the watch and would only do so with a payment of $164. I argued that for $160 I could go buy 4 "cheap" watches, which collectively would probably last longer than their brand name. It was clear from the "meh" response that they couldn't give a toss for their brand, or customer loyalty. Steer clear of this rubbish brand with their lousy customer service. I will never again buy a Citizen watch or any affiliated brand.
My citizen eco drive watch has stopped working
Only 14 months old my Citizen ECO drive watch has stopped working and won't reset. Serial number very difficult to read but looks like E8205080304. Other codes GN-4W-8. It was a gift from my ex-employer after 25 years of service.
February 18th 2019 Update: Citizen eco-drive watch
I was given a citizen eco-drive watch in 2016. Within 18 months the rechargeable battery failed and had to be replaced at a cost of circa $70. 1 year later the watch stopped again.
Now customer service in Sydney say the movement has been damaged and needs replacing at cost of $239. They claim movement has been subject to accidental damage and not covered by guarantee. I think the best place for this watch is in the skip.
Don't expect customer service
Do not expect any customer service, I have received none.
The eco watch I bought lasted for 4 years and then stopped. I had the battery pack replaced, but still no luck. Was told it would need new workings and or wiring and that it would cost more than the watch was worth, when I bought the watch it was worth around $400 + (proberbly not worth that much now, but still a few hundred $). Contacted Citizen on a few occasions. Still have had no reply from them or any acknowledgement of my emails. This all started while the watch was still in warranty and now obviously it is not. So had the new battery pack remove so it would not corrode and now it resides in a draw doing nothing.
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