Will do- Here is some info about the US exchange for those who are in the dark:
I reached out via the tag connected support site. Since you can do a boutique exchange or online exchange, I figured the online experience would be easier- boy was I wrong.
The beginning was smooth- I was given an online support ticket number and was told to fill it out that i was sending in my connected watch for the upgrade program. At this point, he also shared with me the PDF with the trade in options (I had seen this a year earlier when i initially inquired about the program from tag). Like posted above, there are no longer multiple options- I was informed that the only option was the 46mm mechanical calibre 5 special edition. At first I thought it might have had to do with the fact that i bought the first gen so i was only eligible for the 46mm, but now it seems that they are no longer offering the other options for whatever reason.
When I told him that I obviously wanted the only choice (haha), he sent me two documents to include with the return. One document was a summary of the "repair order" (which was technically an exchange order but it was sent to their repair facility), and the other document was a sheet that I filled out stating my trade choice and some current watch info. These two documents were to be included with the watch, and the warranty card and/or receipt. I was not sure of their policy on receipt versus warranty card- but luckily I had both. It seemed as though the warranty card was what they were most focused on so that is important. I was told I did not need to send in the charger or cleaning cloth, only the watch and with above documents.
I was given a fed ex tracking label, (which they paid for), I boxed it up and sent it out. Two days later, the tracking number said that it had arrived at the NJ repair facility. This facility is not Tag Heuer exclusive, it is their US repair site that shares with multiple brands. Que the beginning of the confusion. After a few days, I decided to call and check in with the "exchange" people since I had not heard anything and clearly the watch had been delivered.
I called the number on the support ticket that they gave me. I got a staffer in the NJ repair facility who was not really sure what I was talking about when i asked whether or not they got the watch. She said that it took a while to process repair orders and that they would get to it. Meanwhile she could not confirm whether or not they actually had received my $1,500 watch even though it had said it was delivered. I was a bit weary at this point as I also had no idea about the next steps. How would I pay? When would I pay? Is this facility separate from the original support guy I worked with?
Okay- so I decided to reach out to Tag Heuer International at this point. I e-mailed them and said- hey what's the deal? I'm a trusting guy, but come on this process is pretty cumbersome. A day later, the original support guy I worked with who setup the return (and briskly closed my ticket) sent me an email asking for payment information in order to place the order. Meanwhile it had been two weeks since the watch had arrived at the facility so what the hell was taking them so long to at least place an order?
I was hesitant to send credit card info over an e-mail, but of course when I tried to call I got the same woman from the first time who was unhelpful and had no idea what the payment was for. So I sent it (a card that i can afford to cancel if it gets compromised) over email and was charged the $1,500. I did not have to pay tax for whatever reason which is nice because I did pay almost $200 tax on the connected.
At this point, it appears that the watch is ordered (i have an order number separate from the support number) and on back order for 4-6 weeks. I just have to wait I guess until they make more of them. I reached out one final time asking the original support guy when i would hear more. He said "I think they will send you an automated e-mail when it ships." Better than nothing I guess. But damn not professional or properly planned out by any means.
