Lies, do not trust

I am writing to formally address an issue concerning purchases I made at your Durban Gateway Store (Gateway Shopping Centre). Several years ago, I bought three Swatch watches, and I was advised by staff and Swatch policies at that time that I would be entitled to free lifetime battery replacements.

Recently, I visited the same branch and was informed that the policy has changed and I would be charged for battery replacements. This change contradicts the original selling point of the watches and constitutes unfair treatment of a loyal customer.

I request an urgent review of this matter and asked that you honor the initially communicated policy or provide a credible, written justification for any deviation. Policies should be app**** consistently and transparently, without disadvantaging customers who were misinformed at the point of sale.