zOwie Omega Discussion Forum

I share you pain, and have something to add to it.

I have bought my Omega watches (or at least the new ones, not my used ones bought thru TZ) from authorized dealers, feeling I would get better service, warranty, and "fix it anywhere service" from any authorized dealer... if I was in Amsterdam, and my watch went south, I could simply walk into a local dealer and get it dealt with. One of the joys of buying "authorized", right?

I was informed recently by a local authorized dealer this is not the case... not the case at all.

I have an Omega Seamaster Chrono, still under warranty, bought used, but originally bought from an authorized Omega dealer. (verified by Omega when I sent in my serial numbers). It was running slow by about 10 seconds a day, way outside the chronometer ratings. While in the shop getting another issue dealt with (a new strap), I asked if I could drop it by and get it serviced. "sure, bring your receipt, you bought it from us, right?"

"Nope, but I do have the receipt and the warranty card. It's still under warranty".

"Oh, we won't fix it...."

I got into a bit of a verbal argument over who is responsible for fixing it. The dealer's response? Only the shop bought from. Or Bienne, but who would pay to ship it to Bienne and back?

My response was: your Omega Certified Watchmaker should fix it, and like most warranty issues, you should bill Omega the repair cost.... isn't that how it works?

They said they never heard of such a thing in any industry, much less watches!!!!

I was shocked. This goes on all the time in warranty issues - certified (by the manufacturer) repair depots and authorized dealers handle ALL repair issues - either someone on staff fixes it, or the authorized dealer pays the shipping costs to the closest repair depot. The customer pays nada.

IT really made me question the value of buying retail over gray market. If I have to get the watch repaired and send it to Bienne or to Chicago (where it was from), what diff is it to the layman if they have to send it to Switzerland or send it to the gray market shop who have qualified watchmakers on staff and usually they have better (longer) warranties. Yes, I know the value of having Bienne fix it (and also know Bienne may not touch a gray market watch, or at least one with the serial numbers filed off), but there are plenty of good watchmakers out there who can do a fine repair job.

Or how about Costco for that matter, who, if you don't even like the watch after 3 months, you can go back and get a full refund!!!

IF all the stuff I was told by the local dealer is true, the reason why your guy was hesitant or put it aside is because a) he's not compensated by Omega to do the repair, or b) he has to swallow the shipping costs to whatever centralized repair depot, if he doesn't want to do the repair himself.

Given the price we all pay for Omega watches, I'm less than impressed by this "warranty program"... if the local dealer (Rodeo Jewelers, Vancouver, BC) was telling the truth.

Mark