I would like to share a recent Omega experience to all who believe in the importance of after-sales service.
A few weeks after purchasing my Omega Seamaster late last year, I noticed that the hour handle did not line up with hour markers at each hour point. I was prepared to live with that. However, it worsened and I returned my watch April this year for repairs, still under warranty.
Omega took just over a month to return the watch. When I went to pick it up I was shocked as the watch still had the same issue. In slightly better state but the problem still easily noticeable. I have taken a photo of the watch when they tried to return it to me and will post it at a later time together with my original repair form.
I asked for either a refund or replace it with another watch. They refused. Omega stores manager replied that his superior clearly stated that the watch will need to be returned to workshop for another attempt at repair. Disappointing response as they had spent a whole month to fix the issue AND tried to pass back to me with problem still existing.
Another concern is that this watch must have passed their Quality Assurance (QA) measures before it went on display and then must have passed QA at the repairs work shop before it was returned to the owner.
I was wondering if members here had similar after-sales experience or whether this is an isolated issue in this region of the world. I certainly hope this is one-off experience as I would like to remain a loyal Omega customer and continue to recommend it to my friends and families.
I will keep you posted with the progress as I will be returning to the shop shortly to see the result of their second repair attempt.