I've had numerous Helson's over the years but never had occasion to contact their customer service, until just recently.
Bought an unworn, pre owned diver from a member here that had a malformed lug and will not accept aftermarket solid end link bracelets. The malformation is only on the inside of the lug, and with a (soft) band in place, the lug looks normal. It came on a rubber band which bent itself to fit in place. I suppose the mesh it came with would do the same. But not solid endlinks. I have a few nice aftermarket bracelets I'd like to put on. I suppose I could have asked the seller to take it back for failure to disclose a material defect, but I like the watch, its hard to find, and one way or it will get fixed - either by Helson or a machine shop I use which shouldn't cost me much, but it will take them 5 months.
So I contacted Helson and explained the problem and they responded they didn't understand. So I wrote them back and explained again, and again they responded they don't understand. So I took a picture and sent it to them and heard nothing. So I wrote them again a couple days later and said their customer service is disappointing, and they replied they are evaluating the problem and will get back to me ASAP. Its been 5 days, not counting this past weekend, and no response. Maybe I'm being impatient.
I think 3 days seems enough to determine if you're able or willing to help.
Has anyone else dealt with their service department?