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Reposting my reply to pjacks10 on January 18, 2018:
I can vouch for this 150%. Had the same issue with the hand out of alignment. Emailed, messaged on Facebook and Instagram, and no reply. Pretended to be a prospective customer asking about a watch and got a reply within a day. You can find complaints of the customer service of this "company" all over the internet. Watchuseek, reddit, and his Kickstarter campaigns just go to comments. It's not a isolated incident, he ignores ALL quality control emails. It's that bad. BUYER BEWARE. If I see another Kickstarter campaign of his, I'm warning everybody as well. If you're thinking of backing any of his future kickstarters, do yourself a favor and save your money. The watch will actually be CHEAPER in a few months after his campaign ends. This guy also runs makara and rosling and co. So avoid those as well.
I agree, Helgray's customer service is absolutely appalling! I have sent many emails, but never ever got a response. I even started to believe that this Helgray company is actually a scam. My advice! Do not buy from them!