DEFECTiVE WATCH WiTH NO CUSTOMER SERViCE
When my Erebus Titan $489 watch arrived, it was running slow.
Immediately after winding the watch (left unworn sitting in original packing) was falling behind after a few hours. I then put the watch on my auto watchwinder, checking ever 4 hours or so. It was 6 to 7 secs slow every 4 hours, behind by 20 secs at 24 hours.
New watch movements are known to 'settle' after a week, so timing continued for a week, the watch's inaccuracy rate then at 18 secs/day. An unacceptable plus or minus rate for any new watch out of the box by all standards.
I'd removed no packing or wrapping from the watch except plastic on the actual head of the watch, necessary to check for damage and defects such as a missing bezel, cracked crystal, missing or fallen off hands, non-functioning of the crown, and to test watch setting functions. The watch head plastic wrap was available to be put back on the watch head, satisfying all 'refund' requirements for defective watches as stated on Erebus' refund page. The page also states the watch to be 'unworn', which it was, and 'unused', which it was except for running to verify the movement defect over a 7 day period.
Erebus website stated refund requirements: "We accept returns up to 14 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return."
I contacted Erebus 4 times within the 14-day return notification period. It wasn't until 19 days after first contact they responded. Their operations and E-commerce manager refused any response to the matter, stating I should take it to a watchmaker to open up the movement (which would void the warranty) and repair at my own expense.
Reasons given did not make sense: Wrapping on the watch head (only) had been taken off. That removal, as anyone who has bought a new watch knows, is in order to check for major and minor defects, and test operation of the bezel/crown/movement setting and operation.
Second reason was that the original tolerance of the raw movement from Seiko, an NH35, allowed for the movement to be up to 20 seconds/day slow before meeting defective criteria. That means this movement was within 2 seconds of actual defective criteria by Seiko itself, while Erebus considered it fine for a brand new $489 diver watch.
Ironically, Erebus describes the Titan in the highest technical spec criteria on their website: "Erebus Titan is the undisputed king of the Erebus diver range...the Titan carries the highest specs of any of our family of watches...with incredible performance."
Being within 2 seconds, brand new, of Seiko's own criteria for being a defective major part is NOT 'highest specs' or 'incredible performance.'
Further, watch manufacturers adjust movements in their new watches, and if not, at least test them for basic accuracy...which if not met will require an adjustment prior to sales.
While Erebus is not actually a watch manufacturer, but rather a youtube reviewer startup that contracts to Chinese factories to make and ship its watches, it still bears responsibility for watches not meeting industry standards.
From Google AI, which very accurately represents timepiece industry standards: "Watch manufacturers absolutely test and adjust movements; they don't just install them.
Basic/Entry-Level (under $200): Movements are tested for basic functionality and to meet a minimum accuracy standard (e.g., ±10-20 seconds/day), often in fewer positions.
Mid-Range: ($200-$1000) More extensive testing occurs, potentially in several positions, aiming for better accuracy (e.g., ±5-10 seconds/day)."
Lastly, this is NOT just dropping the ball. Erebus' website promises watches will be inspected prior to shipping: "(prior to shipping) your order will undergo final inspection, it will be carefully packaged and arranged for despatch."
This did not happen.
