That's why they stand out as a fine product.

 

I have a Nomos Club Auto and around a month or so ago, it just all of a sudden would not let the rotor spin freely. It couldn't ever make one full revolution. It would make this type of screeching sound when you looked through the caseback and it sounded almost like the rotor was touching metal. So the watch would no longer work using perpetual motion. It would only work if you manually wound the crown.


The watch is still under warranty, so it's not a very old piece, and although it's rated to 20 ATM, i've never exposed it to water.


So I contacted Nomos Glashutte, who CC'd Nomos NY and they provided me a shipping label to send it to NY to assess the watch.


Then I received an email just the other day that said:

Great news! Your NOMOS has been received and assessed.



During the assessment we have determined that the service is covered under warranty and will proceed with servicing as indicated in the confirmation attached.



Once your timepiece returns to our New York office we will contact you regarding the next steps.



The attached a PDF with the following:


Your watch has arrived here in our New York office. Please
accept our apology that your NOMOS is not running properly
after such a short time; this is unacceptable.
We will now give it a thorough checkup, and to ensure that
you can wear your watch again very soon, we are giving it
priority in order to shorten the repair time; you should have it
back in about 4-5 weeks.
We sincerely hope you will pardon us and we thank you for
your patience.
Cordially from New York,
NOMOS Glashütte

777 - Club Automat Datum signalblau sapphire crystal back
Serial Number: 2898

Minor repairs DUW 5101 movement

• check and correction of all functions
• elimination of all damage to the movement
• adjustment in six positions
• restoration of waterproofing
• final check lasting several days

I love the fact Nomos took responsibility and apologized for their mistake. That may sound like, "So what," but i've sent other watches in for service that had issues while under warranty and the process is always clinical with nothing but a sheet that would say what they repaired.

It's a breath of fresh air to hear Nomos say this and in addition they are expediting the service since the watch is not very old and has an issue like this.


I'm not a Nomos fanboy, but I will probably buy another Nomos simply because of their genuine attitude and complete professionalism. It seems like a simple enough thing for a company to do, yet so many watch companies don't act in this manner.

Great product, service and company. Love how they will give you the autograph of the person who services your watch when it returns.

 

Too bad I don't like the watches, that sounds like excellent customer service for once.

 

Great note back. It truly sets the tone.

 

That's how you retain (and earn) customers. Every company will have a dud or lemon squeak by occasionally, some way more than others, but that's another story for another day. What truly makes a company stand out is how they handle those issues. It makes a huge difference in my perspective of them, at least.

 

Great to hear. I love businesses like that.

 

Thank you for sharing. It's rare to read positive service feedback about many brands around here.

 

It's almost a month and half, and almost a month since Nomos NY sent to the watch to Nomos Glashutte. Hopefully i'll get the watch back in 1-2 weeks like Nomos told me since they said they would expedite the repair so I receive it in 4-5 weeks. If that happens, I will truly be impressed. No matter what, they are still a class act!

 

In addition to having a very positive impression when reading their overall response, I couldn't help but be impressed by their proper use of a semicolon:

Please accept our apology that your NOMOS is not running properly after such a short time; this is unacceptable.

Such small details add to feelings of confidence.

Bill

 

NOMOS strikes again! I received an email about an hour and a half or so ago from Nomos NY to let me know they just received the watch back from Nomos Glashutte and wanted me to confirm my address they had on file. I went ahead and confirmed my address, then about 30 minutes later I receive an email with a tracking number from FedEx and a expected delivery date this Thursday, so not only did they ship it promptly, they shipped it using FedEx 2-Day delivery. They attached an invoice showing what was done to the watch.

Also, let me just note, this whole process took 5 weeks. Exactly how long they said it would take since they made servicing my watch a priority.

There is not a single thing I can say negatively about this whole process. Pretty much everything you want a watch company to do in a situation like this, Nomos did it and nailed every step. They went above and beyond and have a customer for life now in me.



Dear Raymond, It's all better now: our master watchmaker Yvonne Pleyer attended to the watch you sent in. We wish you lots of pleasure with it again and hope we remain in your good graces. Thank you for your trust and cordial greetings from New York,

NOMOS Glashütte

777 - Club Automat Datum signalblau sapphire crystal back Serial Number: 2898

• Complete service DUW5101 - complete disassembly of the watch
• ultrasonic cleansing of all components - exchange of worn parts
• reassembly of the movement
• fine timing check and correcting all functions
• adjustment in six positions
• refurbishing, cleaning, and polishing the case
• replacing the crown, winding stem, tube, and gaskets
• restoration of waterproofing

- final check lasting several days

 

I actually like the improper english, well, not that I like it, but it shows to me that someone personally wrote this and their first language isn't English. Feels more personable.

 

This is good news. I like NOMOS and recently bought a Club for my wife. After a couple of weeks I noticed “glittery” looking specks over 3/4 of the case back. The watch has to be at the right angle in light to see them. Took it to my AD who said they were very small indentations probably from polishing but not deep enough to be a problem. I contacted NOMOS in NYC who sent me a shipping label. It will go to them then forwarded to Germany. I’m sure it will be resolved appropriately. Picture below.

 

How long for a reply? I’ve been emailing nomos service@glashuette and not been getting a reply. Although mine isn’t a warranty issue it’s more about servicing the watch.

 

I'm sure they'll fix it soon!

Btw, got my watch back working great! I'll post pictures soon!

 

Congratulations! I’ve always felt that if a company takes ownership of the problem and fixes it, that it impresses me as much as not having a problem. NOMOS & Chick Fil A get it. It’s really not hard to be nice.👍😀

 

I believe things go to NY and they forward to Germany.

 

This is my Nomos after they returned it in fully working condition. Excuse the fact I didn't clean it at all.

I had it on a thick 3mm mesh bracelet, but placed the textile strap that came on the watch back on when I sent it in for the warranty service and since I got it back i've just been using the the Nomo's textile strap instead.

 

Are you satisfied with the repair, response time, etc.?

 

Most definitely. I sent the watch to Nomos NY, who then sent it to Nomos Glashutte and since the watch was less than 2 years old and in mint condition, they told me they would expedite the repair and I would have it within 4-5 weeks. I got it back at the end of March, which is exactly 5 weeks. The watch was repaired and regulated and is even more accurate than when it came out of Glashutte to be sent to a distributor. The watch looked exactly how it sent it to them and I would know since the watch is mint on the exterior. They apologized greatly for the inconvenience and because how how great their customer service was and their prompt reply during conversations, I will definitely be buying another Nomos purely because of their customer service. It seems like something most watch companies would do, but they don't and because Nomos was this wonderful they've gained a customer for life.


-Ray

 

I forgot to post pictures of the caseback. I also just realized they replaced it. The old one looked like my Ludwig with German writing all around it, this one is a little more simple.

 

Very cool to read the journey and glad your issue is resolved. Sounded like very “Germanic” responses