zOwie Omega Discussion Forum

Not because I am trying to be a thorn here, but because of my quest for objectivity, I would like everyone to remember this next time the Rolex Bashing Bandwagon starts up again.

I had sent a Rolex Submariner 16610 watch in for an overhaul after 10 years of wear, and it came back..........PERFECT.

Not a single scratch, ding, and it looked absolutely BRAND NEW.

Before you all get mad at me for such blasphemy, I own 5 Omegas, including 3 Seamaster Professionals, and have also had disappointing service experiences with them.

You may pay more for a Rolex, but they are completely anal about how their watches go back to the customer after service, either routine, or otherwise.

Not to hijack this thread, but I would be interested to see if others have had bad service experiences LIKE THIS ONE (i.e., watch coming back scratched, dinged, lint under crystal, etc.) with Rolex. I know some of you don't like the "arrogance" etc. of Rolex, but I haven't yet heard of stories like this one here, where the watch was blatantly abused and / or not returned in "like new" condition to the owner.

: Omega in Switzerland responded the next day
: regarding my service issue and assured me
: they would have the problems corrected. She
: had the service manager of Omega USA contact
: me ASAP. They sent me a box with a FEDEX
: label in order to send the watch back.

: The service manager called me to discuss the
: problems with the watch and guess what? I
: will never buy another Omega after talking
: with him. He told me he didn't really see
: anything wrong with my watch and stated
: handling marks are to be expected when you
: send a watch in for repair. I kept my cool
: and tried to explain to him that the main
: reason for having this $1800 watch was for
: the aesthetic qualities that it had. I told
: him the case and band are worth more than
: the movement to which he responded the
: movement is worth around $800 …….exactly!
: Trust me when I tell you this watch was
: probably the most perfect item I have ever
: purchased. Not a flaw could I find and my
: eye is super critical. His response to that
: was none of the brand new ones are perfect
: and only defects that can be seen from 18
: inches and beyond would be addressed. As far
: as screwing up the opening holes he said the
: backs are put on so tight that this is to be
: expected as well. He said the holes looked
: elongated but to me they looked as if a
: sharp edged tool cut into the side. I guess
: the customer is always wrong.

: Now for the rub mark that was put on the band:
: His response was there are other marks on
: the band and the whole band would have to be
: re-finished. I pointed out 2 marks in
: particular that I had put on myself but
: that's fine with me because I put them
: there, not some repair person. At this point
: he asked me if the watch was to be worn or
: sit in a drawer ……. Can you believe that? I
: guess his thought on scratches was they’d
: get them anyway so big deal if they occur
: when the watch is being serviced. The tool
: marks on the bezel was another issue. He
: couldn't see the perpendicular marks left on
: the original horizontal satin finish. We
: went back and fourth then he agreed to
: seeing them.

: At this point I felt like I was getting the 3rd
: degree from this guy and flat out told him I
: just want the watch back in the same
: condition I sent it in before the bezel
: spring repair. He said they would replace
: the bezel (I thought he couldn’t see any
: marks and if they are that insignificant why
: couldn’t they just finish it?) and replace
: the case back. I guess nothing will be done
: about the rub mark on the band (after all,
: as was hinted at by this manager the band
: already had a few scratches and maybe I put
: the rub mark on it).

: I haven’t received the watch back as of yet and
: I’ll post when I do.

: Of course, my contact in Switzerland will be
: emailed when I receive the watch back. See
: below for the original email response from
: Switzerland.

: jc

: Dear Mr C,

: We are very sorry for the inconvenience that
: you have been caused with your Omega
: Seamaster James Bond watch. It is always a
: matter of great concern to us when we hear
: of anyone dissatisfied with our products or
: World Service Organisation.
: Although we understand your disappointment in
: the present state of affairs, you will
: surely understand that it is somewhat
: difficult to judge from this end what could
: have gone wrong in this particular matter.

: In order to investigate your complaint, we are
: immediately contacting our Service Center in
: the U.S.A. : The Swatch Group (US) Inc.
: SG Customer Service
: 1817 William Penn Way
: Lancaster, PA 17601
: Phone: +717.394.7252
: Fax: +717.399.2211
: E-mail: sgcst@swatchgroup.com

: Mr Joseph C. Sabol, Manager-Support Services,
: will contact you shortly with a view to
: settling the matter to your entire
: satisfaction. Please be assured that at
: Omega every effort is made to guarantee the
: quality and reliability of all our products,
: as well as first-class after-sales services,
: worldwide.

: We are convinced that after the intervention of
: our representatives you will be wearing your
: Omega Seamaster watch with much pleasure for
: many years to come.

: With kind regards,

: OMEGA Ltd
: Maria Mastrodonato
: Customer Service
: Phone: +41 32 343 9561
: Fax: +41 32 343 9855
: Website: www.omega.ch
: -----Message d'origine-----
: De : JC [mailto:hobbitfang@hotmail.com]
: Publié à : dimanche, 9. novembre 2003 20:13
: Publié dans : After Sales
: Conversation : Bad Omega USA customer service
: HELP
: Objet : Bad Omega USA customer service HELP