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Showing 1 of 49 conversations about:
Monarchco
70
Jun 21, 2018
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I'd recommend against this.
The company refuses to stand behind their product on the one I have. Won't be buying anything else from them ever. If you want a functional tritium watch, get something from Luminox, because the guys at Isobrite/Armorlite don't give a damn about their customers.
Jun 21, 2018
ArmourLite
419
Armourlite
Jun 21, 2018
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MonarchcoMonarchco, can you please elaborate. We have one of the best Customer Service Teams in the industry. Plenty of Massdrop customers can attest to that. If you don't feel that we took care of you as needed, please provide us details so we can get this resolved.
Jun 21, 2018
Lunchable
246
Jun 21, 2018
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MonarchcoGive them another try - I've had good experience when I had stripped a lug and they were able to send a replacement.
Jun 21, 2018
ArmourLite
419
Armourlite
Jun 21, 2018
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MonarchcoMonarchcho, you continue to go through this entire discussion feed and post on random replies... However, you keep refusing to elaborate on what went wrong... A real man would take the opportunity to elaborate rather than just troll this discussion feed... Either elaborate or please step away...
Jun 21, 2018
ArmourLite
419
Armourlite
Jun 21, 2018
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LunchableLunchable, thank you for the vote of confidence! Unfortunately, it seems Monarchco is just a troll. He continues to post on replies throughout this entire discussion feed with the same nonsense. Yet, he refuses to elaborate on what his grievance is.
Jun 21, 2018
Monarchco
70
Jun 21, 2018
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ArmourLite" Monarchcho, you continue to go through this entire discussion feed and post on random replies... However, you keep refusing to elaborate on what went wrong " I posted those before you replied.
" A real man would take the opportunity to elaborate rather than just troll this discussion feed " lmao, seriously?
" Either elaborate or please step away... " ahaha, that's incredibly toxic.
" it seems Monarchco is just a troll " lmao, you posted this 1 minute after your previous reply. Evidently, if I don't reply in 60s I'm a troll. You guys are a damn joke. Your responses here are immature and have only solidified my opinion.
" We have one of the best Customer Service Teams in the industry. " This is a lie.
" Monarchco, can you please elaborate. " I've had the damn movement break 4 times in my Valor Chronograph since buying it less than 2 years ago. The first 3 times I paid and sent it to your repair shop to be fixed. On the third time I sent a note requesting to be contacted, either with a reply note, email, phone call, etc(all information was included), I got no response, but got my watch back with the band changed as I requested. I then had 2 pins fall out of the band(link based), and had to take it to a local shop to have them loctite the pins in the band to keep them from falling out, something your shop should have done when they changed from the silicone band to the PU link band. During this time I had tried calling your customer support number( 1-888-355-4366. ) and ended up leaving a message asking what could be done(e.g. if I could switch out the watch, or something because I've had nothing but problems with it). Never got a call back. A week later I tried calling again. Same thing happened. I also emailed your support email and never got any response.
Then the movement on the watch broke AGAIN for the 4th time. Instead of paying and sending it back to you, I had my local independent shop do it. And despite paying them full amount to fix it, it was cheaper than paying to ship the watch to your shop, and give a check to pay for return shipping.
Your watch has been nothing but unreliable. And your support staff has been nothing but entirely unresponsive. Go ahead and call me a "troll" or call me "not a real man" You've lost a customer for life, and I'll do what I can to make sure other customers don't make the same mistake I did and buy your products. I wish I would have bought a luminox instead of your unreliable, unsupported product.
" Plenty of Massdrop customers can attest to that. " Great, so Massdrop makes you give customer service. Because I bought my watch through one of your authorized dealers, not Massdrop, and your customer service has been trash.
Jun 21, 2018
Monarchco
70
Jun 21, 2018
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LunchableThese experiences happened within the past 2 years. A company like Robinson Arms(make the XCR) have turned around their customer service from being trash for a firearms company to being great with customer service over the course of the past decade or so. Isobrite/Armorlite however? It's been less than 12 months since my last attempt to contact them, and I can pretty much guarantee their support hasn't magically gotten better in the short time since then.
Jun 21, 2018
Monarchco
70
Jun 21, 2018
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ArmourLite
search

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Within the frame of 13 minutes(6:58 pm mountain to 7:11pm), you went from initially asking, to insulting me.
You insulted me because I didn't reply within 13 minutes of your first response. You guys are a damn joke, and treat your customers like trash.
Jun 21, 2018
Monarchco
70
Jun 21, 2018
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ArmourLiteSince I know you're simply going to claim I'm a "troll" who doesn't even own one of your watches, I decided to make this just for you:
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I apologize for the chicken scratch, my handwriting is certainly not the best.
Learn to not treat your customers like trash. And learn that them taking longer than 13 minutes to reply doesn't mean they're a damn troll.
Jun 21, 2018
ArmourLite
419
Armourlite
Jun 21, 2018
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MonarchcoMonarchco, with all due respect, we had to classify you as a troll last night because you kept going to every individual reply and posting negativity without posting your grievance. During that time frame of 13 minutes as you claim, you continued to post everywhere, despite our repeated replies asking for you to elaborate. We replied to your first reply just minutes after your posted it and you were still active. Every reply you posted thereafter, we continued to reply right away. You could have taken the opportunity to address our request to elaborate. Instead, you just kept posting away and then disappeared. We had to go on the defensive because those were the actions we usually experience with trolls.
Now that’ve you elaborated and proved you’re not a troll, we SINCERELY APOLOGIZE for last night. We have brought your grievance to the attention of our CEO Ashley Diener first thing this morning as our Customer Service Team did not handle your circumstances properly. Can you please email us at customerservice@armourlite.com so that we can lookup your repairs files and escalate this as needed. We have no way to attribute your Massdrop name to your real name to look up everything.
More importantly, since we have failed you, we would like the opportunity to make things right and we promise we will. Our CEO would like to speak to you directly as well regarding this matter.
Jun 21, 2018
Monarchco
70
Jun 21, 2018
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ArmourLite" we had to classify you as a troll last night because you kept going to every individual reply and posting negativity without posting your grievance. During that time frame of 13 minutes as you claim, you continued to post everywhere, despite our repeated replies asking for you to elaborate. "
I did not get any notifications of response until after I had finished posting replies. And I did not see those notifications until roughly an hour after I got them.
" with all due respect " I really doubt you respect me, or any of your customers.
I'll consider responding to the email I was sent, but I'm really not interested in working with a company that outright insults me.
Jun 21, 2018
ArmourLite
419
Armourlite
Jun 21, 2018
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MonarchcoMonarchco, again our sincere apologies for last night. We had to defend ourselves until we could establish that this was a legitimate situation and not a trolling situation. Once you elaborated as requested, we have been nothing but respectful. Please respond to the email we sent today and we will get this all worked out for you. You will see that we really do stand behind our products.
Jun 21, 2018
Chutneygun
2
Jul 13, 2019
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ArmourLiteWow, this thread. I'm glad I came across it because I was pretty close to buying one until I came across @ArmourLite's "real man" comment. You could have just said "Anyone with a legitimate issue" or something way more neutral but decided to try to emasculate him. If their PR person for this site is this ridiculous I can't imagine their support would be worthy. That'll be a pass from me. Shame - I really liked the design of this watch.
(Edited)
Jul 13, 2019
ArmourLite
419
Armourlite
Jul 13, 2019
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ChutneygunHi Chutneygun, the situation with the individual you're referring to was very unfortunate. We as a company had to defend ourselves until we knew what the grievance was. If someone came to your home or business and suddenly started putting up signs all over the place insulting you without any reason, would you just sit there and allow it or would you want to know why the individual was doing this? During this situation the individual was posting against us all over Massdrop without ever explaining why or even hinting at a reason. Until we knew why, we had no other way to handle this but to stand up for ourselves. An individual and a company are very similar these days in that both have reputations to uphold and demand respect from others. Our apologies that this incident has dissuaded you from our wonderful watches. We have sold countless watches through Massdrop and are one of the most customer-service-oriented companies. We hope that you will give us a chance one day.
Jul 13, 2019
Chutneygun
2
Jul 13, 2019
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ArmourLiteI think you missed the point I was making. It's one thing to defend your company and your product. It's another thing to resort to personal attacks. I've spent over two decades dealing with the general public, from food service to teaching in high schools and college. You, as the professional, cannot resort to personal attacks even if the other person is being unreasonable. "We strive to provide excellent customer service. We have tried to reach out to this user X days ago but he/she has been unresponsive. It appears they do not wish to resolve the matter." Done. Don't call them a troll, don't imply they aren't a real man, just leave it. And use better language than "we had to classify you as a troll," which attempts to downplay your choice to treat the user as a troll. It's essentially saying, "It's your fault we thought you were a troll." A superior statement might have been, "We mistakenly identified you as a troll". Because of that, even the apology comes across as a insincere.
Jul 13, 2019
ArmourLite
419
Armourlite
Jul 13, 2019
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ChutneygunChutneygun, you’re 200% right. We mishandled the situation and should have chosen our words more carefully. At the moment when all these posts suddenly kept appearing all over Massdrop within a matter of minutes we were very frustrated and didn’t handle the situation in a calm manner. We’ve unfortunately had to experience trolls from other watch brands so everything about these sudden posts really did lead us to believe that this was another one of those situations. Nonetheless, we are truly sorry this happened and it was a big learning experience for our communications strategy.
Jul 13, 2019
Monarchco
70
Aug 14, 2019
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ChutneygunThe funny thing about the quote you provide. For them it would have been "We have tried to reach out to this user less then 20 minutes ago but he/she has been unresponsive" Not days. Minutes. You know what happens when I see a review going, "This business is awful" and its unwarranted, I typically see a "We're sorry about your experience, please reach out to us at XXX to try and resolve this" The companies where the review IS warranted, do shit like this with: lol look at this troll. A real man would have replied immediately after we made our comments I really despise this company at this point. They really have made an enemy for live with how I was treated. The shocking thing is that they never came to the realization that this NEVER would have been an issue if you simply responded to my requests to talk to them about the unreliability of the watch. Even funnier is when I told the president, or whoever I talked to on the phone that it finally stopped having issues when I took it to an independent shop and stopped sending it to them, the response I got was "and? So whats the problem now" like, idk? Maybe how you treated me, or the fact I spent over half the cost of the watch shipping it to you. Previously I thought it was a lemon watch because of all the issues. All I ever wanted was to talk to them about the plethora of issues, and hopefully get an option to exchange it with them for an identical model, with less issues(even at a little cost to me). I never got that option, because I could never contact them. Even sending a god damned letter with the watch asking that they please contact me. Letter was simply discarded when watch came back. What a joke of a company. Gave me an awful experience with their product, and then attacked me when I called them out on their horrible product. btw if anyone's curious, my Marathon that I replaced it with has still yet to have a single issue.
(Edited)
Aug 14, 2019
Monarchco
70
Aug 14, 2019
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ArmourLiteHey guys. You're still lying. "During this situation the individual was posting against us all over Massdrop without ever explaining why or even hinting at a reason" Newsflash. We clarified this already. Your responses to me came AFTER I stopped posting. So expecting me to respond at a time I stopped posting, then telling me to "man up" or how "a real man would blah blah" or how I'm just a troll because I took too long to respond. And "without ever explaining why or even hinting at a reason" Are you fucking kidding me? I explained EXCESSIVELY, even including photos with handwritten notes as soon as I got back to my computer and saw all the complete garbage you had wrote towards, and about me. It took you 18 minutes to reply to Chutneygun's first comment. That's longer then you gave me before claiming I was a troll. Does that mean you guys are just a troll company who loves to give people shitty products then proceeds to treat those people like shit? Is that what gets you off?
(Edited)
Aug 14, 2019
Monarchco
70
Aug 14, 2019
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MonarchcoIt's been over 12 minutes and 59 seconds since my comment armorlite. That's how long you gave me exactly before replying: "A real man would take the opportunity to elaborate rather than just troll this discussion feed" So you going to elaborate on how you're lying and how "During this situation the individual was posting against us all over Massdrop without ever explaining why or even hinting at a reason" is an entirely false statement? Or do you not just spend 24 hours a day sitting at your computer hitting f5 checking Massdrop notifications every 60 seconds? I wouldn't know, because that sure is the standard you seem to expect of others. I obviously don't expect an actual answer. This comment just serves to drill home how absolutely ridiculous it is to expect someone to reply within a tiny time window, or else they're automatically a troll. Use this comment to maybe finally realize how shitty you treat your customers, stop claiming you're some "world class customer support" or whatever bullshit you spout, and learn to actually treat customers as human beings. Not just a fucking quick paycheck.
(Edited)
Aug 14, 2019
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