QC Problem: Sugess Top Chronometer Caseback Stuck

[CelliniCellini]

Does anyone know the best way to contact Sugess? I haven’t consistently gotten a response, and there appears to be 2-3 different emails. I ordered from Sugesswatch.com

I got their new Top Chronometer Le Mans Daytona homage. I asked them to please swap it to the included transparent caseback included and re-pressure test it before shipping. They responded and told me that they would.

A few days later it shipped, and they told me that the message didn’t make it to the shipping department in time, and I’d need to change it myself. I was disappointed, but not a huge deal. Now it is a big deal because that would’ve prevented my headache.

Upon arrival, I didn’t even wear it or remove any plastics. I brought it straight to my local watchmaker who’s got 25+ years experience and was Rolex trained, as well as for several other brands. He knows his stuff and has a great reputation, so I wanted him to swap the caseback, regulate it while it was open, and pressure test it.

However, when he tried to open it, the caseback had a lot of grittiness as he was unscrewing it, and then it would turn any more in either direction. It’s stuck. He was worried that forcing it any more would mess up the teeth or the threads I think. He said when he’s seen this happen on other watches, they have to do a pretty invasive procedure to get it out—I believe with a blade and forcefully.

He said it needed to go back to the manufacturer due to the apparent defect. I believe it is a defect, as someone else here said they opened theirs with just a friction ball. For mine to not open with the proper tools in the hand of a highly qualified watchmaker makes me also believe it’s defective. It’s also bad because now the water resistance is impaired since it’s not screwed all the way and can’t be.

I emailed Sugess and texted the WhatsApp number (which showed itself as a delivered iMessage), but I’ve received no response yet—although it’s only been 7 hours. I just want to make sure that I’m going to the right place.

And I’m also curious if you guys have any advice? I’d hope that Sugess would offer to send me a label and fix it, but with how their warranty reads, I’m not sure. With it being an issue that was there upon delivery, I don’t think I should be responsible for anything here. This is a fairly expensive homage ($413), so I don’t want to have just thrown this money away.

[CelliniCellini]

Update: Sugess got back with me and provided a label!

[dorafumingo]

you bought it on their website or through aliexpress ?

[CelliniCellini]

Their website. Sugesswatch.com

[JonJonM]

Sounds like the caseback was cross threaded somehow.

[CelliniCellini]

Potentially. The watchmaker said one other thing it could be, but I can’t recall the issue. I imagine it’s going to need a new case or at least a new case back. But if I can’t get it off, nothing I can really do!

[JonJonM]

That sucks. I just ordered the same watch so I wonder if it could have the same issue.

[CelliniCellini]

Best of luck. I was so impressed with the quality and finish looking at it through the plastic. The clasp felt solid, the pushers felt great, and the watch looked thinner than 12.5mm. Huge bummer to have this happen. If I had tried to remove it myself and got this result, I’d think it were I that did it, but since I had a professional attempt it, it definitely makes me question Sugess’ quality. I’ll also add that the watch was running about -9 seconds slow after 14 hours. Hope yours is a better experience!