First, respond that this issue will be resolved and the watch will be repaired to form in which it was sent, or per the terms ‘he’ agreed to. I would also call the man direct for further communication to discuss the incident. If the man is a ‘professional ‘as others have noted he will have insurance. I would note in the response that he needs to reach out to his provider to escalate the process and file a claim for immediate resolution. If he fails to acknowledge your response, I would quickly identify alternative measures and make this a legal matter. Ensure that you catalog all correspondence including any email communication as this can in ‘some’ cases act in form of a legal agreement. (If you do have a phone conversation make sure you type up the notes of the discussion and send it in form of email, especially if he agrees to resolve the matter). Once again this will show documentation instead of he said, he said….
Is the guy legit and offer such services in a professional manner? Or does this guy offer repair/modding services on the side? I sure hope you didn’t send a Rolex to a weekend warrior to save a dollar…. (Not meant to be harsh, just simply asking).
In all, I am very sorry this has happened to you but it is vital you do your due diligence prior to sending any watch off for repair or modding.