I can't comment on your issue, but I have had dealings with their customer service department in the past and always found them to be really courteous and helpful.
I bought a watch shortly before moving house; it had never kept time particularly well but then went haywire. Anyway, we had other things on our mind - house move and then the arrival (2 weeks after moving in) of our 2nd child. I put the watch in storage and promptly forgot about it.
I retrieved it after 2 years in storage, found the problem was the same and mailed customer services. They sent me a prepaid postage envelope to return the watch to them and investigated the issue. They found a problem with the movement itself and replaced that for me with the latest equivalent and returned it shortly after (they did keep it for a few weeks to ensure it worked as expected through several winding down cycles).
For what it's worth, my wife's watch - bought at the same time - has never had any issues and so hasn't been back to base.
All in all, I'd rather the watch hadn't gone wrong in the first place - but, given that it did, I don't see how the customer care could have been any better.