TAG Heuer Connected Calibre E4 Screen Detached twice, even after repair, what should I do?

ewand1972
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6 months ago I returned my E4 because the whole face had detached from the watch, no idea why and wasn’t told. 2 months later I got my watch back repaired. 4 weeks ago on holiday I couldn’t believe my eyes and it’s happened again. Back to the shop for it to be sent off. Technical services have told me it was accidental damage from being dropped. It has a tiny chip in one of the arms that holds the bracelet. And they want to charge me £515 to have it fixed. Firstly I have no recollection of dropping my watch and if it was dropped surely that’s not enough for the whole screen to drop out or secondly maybe it wasn’t repaired correctly the first time. No idea what to do now to escalate, any suggestions?? Thank yo

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flawless
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If that's what they've stated, there's likely no gainsaying them - they've got an excuse, and they'll stick to it.

If the display is working but just coming detached, get them to return it and either work out how to reglue it yourself or find someone to do it for you.
 
ewand1972
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flawless flawless
If that's what they've stated, there's likely no gainsaying them - they've got an excuse, and they'll stick to it.

If the display is working but just coming detached, get them to return it and either work out how to reglue it yourself or find someone to do it for you.
Thank you for your reply but I won’t let it go. I will take them to court if necessary
 
flawless
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ewand1972 ewand1972
Thank you for your reply but I won’t let it go. I will take them to court if necessary
Could point out to them the accelerometer in the E4 and ask them to check logs between when you received it back from them the first time, and when it was sent back the second time.
 
C
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ewand1972 ewand1972
Thank you for your reply but I won’t let it go. I will take them to court if necessary
What ever became of this. Mine is in the shop for the second time within the first year as well right now. A gentleman is posting on my complaint that it has happened to him twice during the first 6 months of ownership. If court is a real option we should join together. Tag has a chance to make this correct before I start making their life miserable.
 
M
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Hi all, this exact situation just happened to me today while on holiday in Thailand. My watch is less than 4 weeks old. The screen has become completely detached from the watch body, bar one flat cable. I have never worn it in a sauna or spa etc and have definitely not dropped it. I noticed the screen was loose while swimming so now the whole watch is dead. It will not turn on of course, due to water ingress…

How has anyone gone with having this issue fixed permanently by Tag? Reading the above does not fill me with much hope to be honest.

I’m in Thailand for the next 2 weeks so I won’t be able to take it into the store I bought it from until I’m back in Australia. Disappointed does not even begin to describe this experience…

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S
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After a lot of arguing on mine (where the screen also popped off in the pool) I'm getting a new watch, even though I'm out of warranty - although I had to point out UK consumer rights law to get them to agree. You're inside 4 weeks, so you should be fine, but the Tag center were inventing non-existent damage initially to try and wriggle out of it. Fortunately had gone taken it back to the store which had performed a fairly detailed physical examination before taking custody of it
 
M
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Thanks @Saintsman ridiculous they tried to wriggle out of it. Sounds like a major design flaw to me… Will update here once I’m back and have taken it to the store.
 
JohnnyF
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This has happened to me now too.
Noticed something flapping on my wrist while playing golf, horrified to see the screen hanging on by the flat cable!
The watch is only 3 months out of warranty and see on here a mix of commentators going quiet, getting a new watch, mentioning court and going to update more, but I'm not sure how to play this.
I'm not convinced a fix is acceptable and it's just going to happen again as there's a flaw in a watch that should last years (one of the reasons I bought it was that Tag would now service the watch when the battery deteriorates so that it's not a disposable device like an Apple Watch, or the previous Tag smartwatch for that matter).
It's clearly a major design flaw - I see a comment about UK consumer rights law and I'm intrigued.
If anyone could point me in the right direction then that would be much appreciated.
Thank you

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S
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JohnnyF JohnnyF
This has happened to me now too.
Noticed something flapping on my wrist while playing golf, horrified to see the screen hanging on by the flat cable!
The watch is only 3 months out of warranty and see on here a mix of commentators going quiet, getting a new watch, mentioning court and going to update more, but I'm not sure how to play this.
I'm not convinced a fix is acceptable and it's just going to happen again as there's a flaw in a watch that should last years (one of the reasons I bought it was that Tag would now service the watch when the battery deteriorates so that it's not a disposable device like an Apple Watch, or the previous Tag smartwatch for that matter).
It's clearly a major design flaw - I see a comment about UK consumer rights law and I'm intrigued.
If anyone could point me in the right direction then that would be much appreciated.
Thank you

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So, under UK law you have a reasonable expectation for how long a device should last. If this were a chea watch, then your rights would basically stop at the warranty end-date. But given the cost of this watch, you're entitled to expect that it won't just fall apart just outside of a 2 year warranty period.

That said, Tag will go out of there way to tell you that this is caused by damage, not a design/manufacturing fault. I argued with them for 2 weeks before they relented and replaced my watch head......
 
M
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I returned mine for a full refund.

I had to argue with TAG Heuer, here in Chermside, QLD (AUS), to accept it back issue the full refund. They fought hard to just replace it, but I just found the watch simply wasn't good enough - especially at this price point. Wasn't a fan of the extremely poor battery life and Google wearOS was underwhelming. Also didn't trust that it wouldn't happen again, given I'd only owned it for 4 weeks at the time.

I've since seen more instances online of the screen separating (have a google) so they basically have a flawed design they're continuing to sell as a premium offering when its quality is clearly subpar...
 
C
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Anyone interested in pursuing this further, I would be happy to speak with legal council about it. Not sure there are enough of us for class action, but I’d be more than happy to start the dialogue.
 
JohnnyF
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I'm unsure of my way forward now.
There's a good chance I'd get the repair done if I push the matter with Tag, but I'm not sure of the point in this as it'll happen again, and a few years down the line in in a potentially weaker position.
Getting my money back is what I think should be the best outcome.
We've purchased something that seemed good (certainly to look at, but with a few compromises vs something like a Garmin) on initial impression, but poor once we realise that the face, integral to the structure of the watch, is just stuck on!!
I'm interested in options moving forward, before I even think about taking the time to go into the shop with my useless watch.
 
JohnnyF
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C chawn
Anyone interested in pursuing this further, I would be happy to speak with legal council about it. Not sure there are enough of us for class action, but I’d be more than happy to start the dialogue.
I'm interested - as I mentioned I don't see the point of a repair so would like my money back.
What would this involve?
At an aside, I have a currently broken and unrepaired watch in my possession, which would provide the perfect evidence 👍
 
C
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I am getting advice from a Consumer Protection law firm to discuss how valid of a complaint we have and the options and costs. I’ll come back and post my findings.
 
JohnnyF
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C chawn
I am getting advice from a Consumer Protection law firm to discuss how valid of a complaint we have and the options and costs. I’ll come back and post my findings.
That's great, it'll be very interested to find out where we stand 🤞
 
D
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Funnily enough I found this forum today because this has just happened to my E4.
Face detached while in the pool.
2.5 years old. Will certainly be claiming this under UK consumer rights laws. Absolutely no damage to my watch either
 
S
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D djoconnor
Funnily enough I found this forum today because this has just happened to my E4.
Face detached while in the pool.
2.5 years old. Will certainly be claiming this under UK consumer rights laws. Absolutely no damage to my watch either
Take many close up photos before you hand your watch over.....
 
JohnnyF
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Hi again all
@chawn Any news from your contact on this?
@djoconnor Yes, don't have it over to anyone just yet, we may well be getting together. I still have my "live dead watch", untouched or seen by Tag and will be hoping, like you, to get my money back.
I'm just not at all savvy on legal matters and hoping we can help each other out.🤞
Thanks all 👍
 
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