I bought a brand new watch from Hugo Boss and took it to The Watch Lab have some links taken out as it was too large. 4 days after having the links taken out, one of the pins fell out and my watch separated. I took the watch back to the store to get repaired, where I was told my the extremely unhelpful store manager that the pin falling out was not covered by my 8 week guarantee. I asked if they would not be able to knock a new pin in quickly (I had managed to secure the watch for several days by placing a staple where the pin was, but this was not a long term solution), as a gesture of goodwill. I am a loyal customer and had used them previously in the past. I was told that they would not be able to offer a goodwill gesture as this would open them up to further liability if the watch broke again. I disputed this in the store, but was told by the Store Manager "It's not my fault you broke your watch". I have since taken the watch to a local repair shop, and the owner told me that the job and repair was so small, he would feel bad taking my money for doing it. The Watch Lab could learn a lot from an honest, local businessman who has now gained a lifelong customer, while they have lost one.