I purchased a Timex watch for my son When it arrived it had inadequate packing and the box had been Crushed by poor handling by the courier DHL. I emailed the customer support department and exchanged many emails which went round in circles going no where with a stupid AI bot in the USA. Finally I contacted their EU support email and another bot responded promising to escalate the issue to a real person. Alvin eventually responded with a computer says no response saying that they do not supply replacement boxes. I have now replied asking how I can escalate the issue to a formal complaint!
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