Officine Panerai

Your course of  action is against the retailer that you bought it from. NOT Panerai direct. The retailer should the one sending it back and negotiating.

A lot depends on  how long ago since you bought it.  If you have had it some time (e.g more than six months) you will be deemed to have accepted the watch and by sending it yourself for repairs, you will have accepted that you are NOT rejecting the watch but expect a  satisfactory repair.  It is probably too late for you to reject the watch under the Sale of Goods Act and return it to the retailer and expect your money back. That must be done asap you find the fault and you must have reported to the Retailer by recorded mail what the problem/s are. The retailer must be given reasonable time to correct the fault. BUT it seems you have gone straight to Panerai thus not giving the retailer a chance to make his own checks.

Your best course may be to pressure Panerai direct (as you have chosen to deal direct) but you must put your views and what you expect in writing - send letter recorded and keep a copy.  Kepp a long of all phone calls etc and file your copy letters.

If after a few goes and it is still faulty, then write to Panerai and claim that you want an exchange for an equal quality or better quality fault free watch instead.

Tell them that you are recording the events on this site and suggest they will not be pleased with the adverse comments.

Publicsing is something Pan will not wish for. Be careful though as you don't want them to sue you for publicsing any untruths or libelous statements. 

Hope this helps. Ask anything you are not sure of.

John 16 years with Citizens Advice.

 

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