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Doxa Sub 300T | Tissot T-Race Nicky Hayden '17 | Citizen Nighthawk
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Discussion Starter · #41 ·
Some ADs are good, some are bad. Some have real in-house watch repair capabilities, some do not. I've had good Rolex RSC experiences and bad Rolex RSC experiences. I think you just drew the short stick. I feel this has nothing to do with Omega as a company or the watches they make in particular.
Slowly but surely I'm starting to take all blame away from Omega. Except my dissapointment of an Omega watch failing so quick after purchase, I'm realising that my anger and dissapointment should be directed towards the AD. Omega themselves seem to be doing a decent job.

If this was my personal watch I would have probably been much, much more passive about the whole thing. But since it was a gift to my dad, I really took it personal.
 

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Doxa Sub 300T | Tissot T-Race Nicky Hayden '17 | Citizen Nighthawk
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Discussion Starter · #42 · (Edited)
I hate that this happened to you!
I sent my 6 year old DOXA 1500 in for overhaul in August. The DOXA US rep told me turnaround was taking 6-10 weeks, so I presume that is standard. I don’t mind that wait, as much as being in the dark of the process, and where the watch is at in that process. They lost Clive Cussler’s original watch some 18 years ago, and eventually found it!
geez!
I can understand if a watch has to travel from the US to Switzerland that it might even take some time due to shipping, import/export procedures, etc. But from Bucharest to Switzerland you can ship it overnight, since we have a "green" COVID coridor between Romania and Switzerland. I could have driven it to the Omega shops myself in 18h 😄. Now that I'm thinking mote clearly, and the heat of the moment has passed, I really do understand that Omega has very little blame, while the AD failed me big time.

PS. I just got a SUB300T 6 months ago. The AD (a different one) told me that when it will be due for service in 2 years, bring it to them and they will arrange shipment to Doxa. I won't mind if they ask me to wait 6 to 10 weeks as long as I know that they are taking care of it.
 

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To be fair to Omega, they just replied today to me, stating that the watch will be going through a full service in order to restore it to perfect condition, all under warranty. They said that they expect completion by the end of next week, after which the watch will be shipped back to the AD where I can pick it up from. I'll post some pics here as soon as it's back home :).
It seems like the local AD is the one that is poor in giving feedback. I guess it's going to vary country to country. Co-Axial movements are not movements that can be easily fixed by any watch maker. That's why brands like Tissot, Oris and others that use ETA or Selitta movements are easier to service.

Glad that you finally got the feedback from Omega Switzerland. They usually are fast in giving feedbacks (based in my experience). Service does take long but they usually give feedback and estimated time of service like what you just got. Your local AD might sit on this after Omega send it back to them.
 

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Sorry this happened to you and glad that Omega now appear to be on the case. Hopefully the quick turnaround means that it’s a simple fix.

I think it’s worth remembering that ADs (and ASCs) are independent businesses and so there will be good and bad ones. I agree that Omega should do more to monitor quality, but it’s hard across so many places.

Thankfully I’ve had no service issues with my Omegas but even during purchase I’ve had very different experiences. I bought my PO from a AD who couldn’t have been more helpful and proactive, I then bought my AT from another AD who I had to constantly chase and when it finally arrived they sent me across the road to the Omega Boutique to have the bracelet adjusted as the didn’t have anyone in store who could do it!
 

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Absolutely not worth paying retail premium AD price.

That is why I buy only pre owned good condition luxury watch. At least u save a few K even going thru crap.
 

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Communication is key. I think a lot of employees stop caring at some point (I don't blame them) because of faulty and wrong procedures and little support from other departments and management. So there is little you can do or say. The issues that need to be fixed and need to be addressed need to be done by higher management but they are looking at ways to save money. Not hire extra people etc.

This is exactly how I felt with my JLC Reverso…
Lusted after one for years and finally got it. After about 4 weeks of owning this 6 month old Reverso, the lugs started loosening from the chassis.
What? Do you have pictures of this?
 

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Yes, I am trying to temper myself. The problem is that everything has been made worse by the impression that they left me (local AD) that they simply don't care that much. Even from the start they told me that "well, this will take a while since our guys are all on holiday and we have to see when we can slot your watch in". That's not a very reassuring thing to say to your customer :).
From my experience, many ADs are never in a hurry either. They know the Service centres work at their own pace so may only schedule pickups twice a week from the store. Once they know the issue isn't something they can fix in store (ie its a warranty job) they just blame the manufacturer. I have a watch with Rolex at the moment. I have a contact at the SC and they told me the work has been done and its been returned to the AD and they've had it a couple of days. Called the AD and they said it takes a while to get back "into their systems" and they would ring me back (Friday). They never bothered to call. They've had their money so they're not bothered. This is NOT my regular AD incidentally. Im lucky enough to have an independent AD near me who are always really good. Of all the brands I've had problems with, it was Omega that provided the best service. Rolex/Tudor a close second but they can be tricky sometimes.
 

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Slowly but surely I'm starting to take all blame away from Omega. Except my dissapointment of an Omega watch failing so quick after purchase, I'm realising that my anger and dissapointment should be directed towards the AD. Omega themselves seem to be doing a decent job.
I agree and that's what I was thinking from your very first post. The AD is at fault, not Omega, and that was confirmed when you received Omega's email.

Still, it is sad that the watch failed so early on. Stuff happens. Omega will sort it out, your Dad will have his watch back in perfect working order and life will go on. My guess is you won't be a regular customer of that particular AD, lol.

Btw, that was a really nice thing to do for your Dad. Maybe I should show this thread to my son. 🤔
 

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Doxa Sub 300T | Tissot T-Race Nicky Hayden '17 | Citizen Nighthawk
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Discussion Starter · #49 ·
I agree and that's what I was thinking from your very first post. The AD is at fault, not Omega, and that was confirmed when you received Omega's email.

Still, it is sad that the watch failed so early on. Stuff happens. Omega will sort it out, your Dad will have his watch back in perfect working order and life will go on. My guess is you won't be a regular customer of that particular AD, lol.

Btw, that was a really nice thing to do for your Dad. Maybe I should show this thread to my son. 🤔
It's actually sad that I went through this with the AD, becuase the purchasing experience was stellar. They let me come in several times to help me with the buying decision. I explained to them that the watch was a present for my dad so they were really helpful with the choice. They even gave me relevant and objective feedback on brands that they did not sell. The servicing part was in perfect contrast to the buying experience and this is what really let me down.

My dad retired this year so I decided that on his B'day, in March, I decided to surprise him with something to mark the moment. I hope he will be as excited about the watch when it comes back as he was when he got it :).
 

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I’ve actually had bad experiences going to my AD with respect to Rolex. They just seemed really disinterested in helping with servicing issues. It was almost easier just going directly to the Dallas RSC in my case. Probably just the AD, but needless to say, I don’t go to that AD anymore.


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Doxa Sub 300T | Tissot T-Race Nicky Hayden '17 | Citizen Nighthawk
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Discussion Starter · #51 ·
Today the guys at Omega told me that on the 16th, the warranty service on the watch should be all done and they should be ready to ship by the end of the week back to the AD, from where I can pick it up.

Since it's in service with Omega Switzerland I decided to also adress a very small problem which I only saw after I bought the watch: the bezel did not align perfectly, out of the box. It's nothing that bothers me nor my dad, but I asked them if they could realign it, in case it's not much of a hassle. They came back with this: "We thank you for your answer to our message and have taken note that you wish to have your bezel realigned. Our specialists have carefully examined your bezel's alignment and confirm that it is within our tolerances. However, as your satisfaction is our priority, we have decided to replace your bezel with a new one which will be perfectly aligned as requested."

So the guys at Omega have really made me feel as a valued customer. They really have been very nice to me since they received the watch from the AD. I do have to give them 5 stars because I don't really have anything to complain about since they are going the extra mile to make up for the watch failing so quick after acquisition.
 

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All will probably be fine in the end, but such an experience sucks...
Are you sure it went to Switzerland and not to Belgium?
 

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Doxa Sub 300T | Tissot T-Race Nicky Hayden '17 | Citizen Nighthawk
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Discussion Starter · #53 ·
All will probably be fine in the end, but such an experience sucks...
Are you sure it went to Switzerland and not to Belgium?
The Omega Team writing back to me always sign off with "Best regards from Switzerland". Also, my AD told me at first that they are not authorized to work on this caliber so they will be sending it to Omega in Switzerland. The AD also called me this Monday to tell me that the watch will be coming back from Switzerland at the end of this week (as the Omega Team also informed me). So the word Switzerland always poped up in the conversations with the AD and with Omega. Why do you say Belgium? Do they also have a service center there?
 

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The Omega Team writing back to me always sign off with "Best regards from Switzerland". Also, my AD told me at first that they are not authorized to work on this caliber so they will be sending it to Omega in Switzerland. The AD also called me this Monday to tell me that the watch will be coming back from Switzerland at the end of this week (as the Omega Team also informed me). So the word Switzerland always poped up in the conversations with the AD and with Omega. Why do you say Belgium? Do they also have a service center there?
The official Swatch Service Center is in Brussels. My Omega got sent there when my local Omega Service Center wasn't authorized to work on the movement.

Sounds like yours did went to Switzerland
 

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Sounds like Omega did a great job and that makes me happy as an Omega customer.

Great to hear it all worked out for you and your dad @sawyer, I wouldn’t be surprised if your watch comes back from Omega with a few surprises as well!
 
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