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Large crown on Citizen Atomic watch keeps getting pulled out

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Posted: Wed Nov 30th, 2011 01:05 pm

JohnF
Watch Freek

Joined:	Tue May 10th, 2011
Location:	Manhattan Beach, California USA
Posts:	18
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I have a limited edition atomic men's watch BY0003-07E, but I'm pretty sure the same situation applies to all the models in the series (atomic, multi-time zones, date but no day).

The crown on this watch extends significantly below the bottom of the case next to the crown, and is pulled out by rubbing against my arm. I never notice it happen, but when glancing down to check the time, all the hands are up at 12 and the crown is out. I push it in, and after it gets back to the time, I'm never confident that the time is correct and that something else was not set, so I double check. Really annoying if you're in an airport checking the time and seeing this.

Does anyone know if it is possible to replace the crown with something with a smaller diameter? This must be a common problem, or am I unique?

ADDED: System does not let me delete the message, but I checked with Citizen and they can replace the crown with a smaller one, so this is an issue that must have come up before.

Last edited on Wed Nov 30th, 2011 04:31 pm by JohnF

Posted: Wed Nov 30th, 2011 08:39 pm

SpinDoctor
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Joined:	Mon Nov 28th, 2011
Location:	New Jersey, USA
Posts:	62
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I can see how that can be a problem. In my forum reading I don't recall any complaints about this, but that doesn't help you out much.

I do remember one particular model which had a propensity for the crown to turn while rubbing against the wrist which would set the analog hands into a different mode such as a second time zone or alarm setting.

Good to know that Citizen can replace the crown. That is a pretty cool model and it would be a shame to sink it over the size of the crown.

Posted: Fri Dec 23rd, 2011 03:19 pm

astronut
Watch Freek

Joined:	Sat Dec 10th, 2011
Location:	Reno, Nevada USA
Posts:	462
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Thanks for the information. I just got the standard model and ave not noted any problem yet. Surprised it does not have a screw down crown as it is rated to 200 meters water resistance which is as deep as most divers watches with that feature.

Posted: Sat Dec 24th, 2011 08:59 pm

JohnF
Watch Freek

Joined:	Tue May 10th, 2011
Location:	Manhattan Beach, California USA
Posts:	18
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You're welcome. Screw down would have prevented the issue of it pulling out. Just a follow-up: They did replace the crown and all fine so far. While their price was not exorbitant, I did think they should have covered it and have an email into the manager of customer service. Will advise of their response. This is the email:

(name removed),

I was referred to you by (name removed). Your service department replaced the 9 mm crown with a 7 mm. I am requesting your consideration to cover the work performed and refund the $ 48.55 that was charged. I understand the warranty policy applies only to inner parts and does not include external items such as the crown and buttons.

I think this should be an exception as it resulted from a design decision to use a crown that resulted in it being pulled out during normal wear. I would on several occasions glance at the time and find the crown had pulled out from rubbing against my arm, and the hands were at 12 o'clock position. The original crown was very large and extended below the case back. I was not aware of an issue until I wore the watch long enough to preclude returning it. I think most people would not have had a reason to suspect an issue from just looking at the watch.

I do appreciate you having an smaller crown available for this watch. I am assuming that having a smaller replacement crown for a model is not a typical situation and that the issue I experienced was not uncommon. Because the situation resulted from a design decision, not damage or wear and tear, I think you should not charge to replace the crown.

I am a watch enthusiast and have purchased numerous Citizen watches, including from the Signature Series in addition to this Limited Edition model.

Thanks for your consideration,

Last edited on Sat Dec 24th, 2011 09:02 pm by JohnF

Posted: Sun Dec 25th, 2011 06:18 am

astronut
Watch Freek

Joined:	Sat Dec 10th, 2011
Location:	Reno, Nevada USA
Posts:	462
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If it helps any mine came with a 6mm crown and a case with guard ears that would not allow the fitting of a appreciably larger one. Mine is a Caliber H144 movement in a case with a black bezel and the cities listed in silver. On a watch of this thickness a 9mm crown would be ridiculous and also would not fit between the crown guards on the case.

World Time, Eco-Drive, A-T, Perpetual calendar. Model is listed as CB0020-50E. Nelow is a link to the Amazon listing for mine.

http://www.amazon.com/Mens-Citizen-World-Perpetual-Watch/dp/B0045TI0UO/ref=sr_1_10?s=watches&ie=UTF8&qid=1324796346&sr=1-10

If we are talking about basically the same watch, other than crown size, then Citizen has made a design change in that area which would indicate to me that there have been multiple people with your problem.

Posted: Sun Dec 25th, 2011 09:01 am

JohnF
Watch Freek

Joined:	Tue May 10th, 2011
Location:	Manhattan Beach, California USA
Posts:	18
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Actually it's a different model series. My limited edition, no longer shown on the Citizen site, is just like this except rose gold and having a sapphire crystal:

http://www.citizenwatch.com/COA/English/detail.asp?Country=COA&Language=English&ModelNumber=BY0000-05E

Last edited on Sun Dec 25th, 2011 07:32 pm by JohnF

Posted: Sun Dec 25th, 2011 06:01 pm

astronut
Watch Freek

Joined:	Sat Dec 10th, 2011
Location:	Reno, Nevada USA
Posts:	462
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OK. What confused me was that you did not mention Chronograph in your features description in your first post and I did not do a search for your watch model to see a photo.

Posted: Sun Dec 25th, 2011 06:11 pm

woody606
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Wow! I just learned alot. It's apples and oranges but,I'm glad my ani-digi Seikos and one other have screw-in crowns. Thanks for sharing

Posted: Sun Dec 25th, 2011 11:31 pm

astronut
Watch Freek

Joined:	Sat Dec 10th, 2011
Location:	Reno, Nevada USA
Posts:	462
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woody606 wrote: Wow! I just learned alot. It's apples and oranges but,I'm glad my ani-digi Seikos and one other have screw-in crowns. Thanks for sharing
Screw in crowns should not be necessary if the watch has a reasonably sized crown that does not catch on things. The screw down crown was originally a Rolex development I believe and is on my early GMT Master from about 1960 or so. Originally intended to increase water proof level, still the primary purpose. I have lots of watches without that feature and none have had any instances of the problem the OP describes.

Posted: Mon Dec 26th, 2011 07:00 pm

woody606
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Thanks again astro for the response and the mini-lesson,took me awhile to figure out when I'm wearing a push-pull crown not to put anything important in my pockets on the left side. Without design defects,I'd pull the crown out at least a couple of times a day LoLs

Posted: Sat Jan 14th, 2012 01:12 am

JohnF
Watch Freek

Joined:	Tue May 10th, 2011
Location:	Manhattan Beach, California USA
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JohnF wrote: You're welcome. Screw down would have prevented the issue of it pulling out. Just a follow-up: They did replace the crown and all fine so far. While their price was not exorbitant, I did think they should have covered it and have an email into the manager of customer service. Will advise of their response. This is the email:

(name removed),

I was referred to you by (name removed). Your service department replaced the 9 mm crown with a 7 mm. I am requesting your consideration to cover the work performed and refund the $ 48.55 that was charged. I understand the warranty policy applies only to inner parts and does not include external items such as the crown and buttons.

I think this should be an exception as it resulted from a design decision to use a crown that resulted in it being pulled out during normal wear. I would on several occasions glance at the time and find the crown had pulled out from rubbing against my arm, and the hands were at 12 o'clock position. The original crown was very large and extended below the case back. I was not aware of an issue until I wore the watch long enough to preclude returning it. I think most people would not have had a reason to suspect an issue from just looking at the watch.

I do appreciate you having an smaller crown available for this watch. I am assuming that having a smaller replacement crown for a model is not a typical situation and that the issue I experienced was not uncommon. Because the situation resulted from a design decision, not damage or wear and tear, I think you should not charge to replace the crown.

I am a watch enthusiast and have purchased numerous Citizen watches, including from the Signature Series in addition to this Limited Edition model.

Thanks for your consideration,

Just a follow-up. I did not hear back from the customer service manager, and called twice, once leaving a message on his voicemail and once talking with a customer service rep who told me she left a note on his desk. $48 is not a lot, but getting ignored annoyed me. Yesterday afternoon I sent the following message to the top two executives of Citizen USA:

------------------
(names removed):

In December I wrote to (name removed) regarding an warranty issue with a Limited Edition watch I purchased. I never received a response from him, and followed up with two calls, one to his voicemail, and another to a Customer Service Rep who told me she was placing a note on his desk.

I am an avid watch collector and have purchased many Citizen watches including Signature Series watches. I also participate in watch forums on the internet. I find many companies take their reputation very seriously. I assume you would want Citizen to enjoy a good reputation, especially among people interested in your higher end watches. With that in mind, I am asking you to consider my warranty question to (name removed), and also consider the importance of customer courtesy. By the way, I have found your Customer Service Reps who answer the phone completely professional.
------------------

First thing today I received a very nice reply apologizing for my experience and telling me he was forwarding my email to the person in charge of all post-sales activities in the US. A few minutes later he phoned me and we had a very nice conversation. He would definitely refund my money. He also told me the decision to make the smaller crowns was his, not because they had experienced the problems that I had, but because he was concerned the large crown could break given its protrusion. He told me he would also follow up with the customer service manager. A few minutes later he called again to tell me that the customer service manager had tried to call me, but there was some issue with calls being blocked from his number for some reason. He told me the manager demonstrated that to him. Anyway, the other manager got on the line and apologized as well.

So the good news is Citizen does take their reputation seriously, and it turned out to be a very positive experience after all.

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