[TonicA]

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.

 

[CometHunter]

Please do keep us posted on this saga. I'm sure it will be of interest to all of our Omega owners, myself included.

 

[TonicA]

Thanks CometHunter.
Customer Service called me today. I asked her if it is Omega's stance not to replace the watch but return it for second attempt, even after trying to pass the watch back to customer with still existing problem. She told me yes. That is world-wide Omega policy !!!
I may contact Brand Manager here to see if that really is correct.
BTW, I asked if QA QC was followed at the repairs shop. The answer was, "yes"
Below is photo of my watch taken on top of repairs return slip when they tried to return it to me.

 

[Nello]

There is an omega horror story on watchuseek. The guy has sent it off twice for dust particles and blemishes on the dial. It has come back twice with issues.

 

[TonicA]

UPDATE: Glad to report it is a positive one. After the second repair attempt failed to resolve the issue, Omega offered a replacement watch. I had the watch for a week now but thought I will wait a few days before I post to take out any lingering emotions.
It was often a frustrating wait, but looking back, not because of Omega but more due to my initial lack of understanding of the complexity of these watches and company procedure that must be followed.
In fact, Omega Malaysia were absolutely wonderful at the way they handled the situation, especially boutique staff and the customer representative that I was dealing with. I was silently impressed with their professionalism. I will go far as to say it was the best customer service I have experienced anywhere. Not once did they show any hint of irritation at this initially angst ridden customer but focused on keeping me informed with empathy that was highly recommendable.
So, would I buy an Omega and/or do repairs from this region again? Absolutely! Even more so now than before.

 

[diver]

I only had one experience with Omega warranty work. I returned a Seamaster Professional,that was running slow for warranty service. It was,returned faster than promised and now runs flawlessly. I guess I was just lucky!

 

[eddiea]

I only had one experience with Omega warranty work. I returned a Seamaster Professional,that was running slow for warranty service. It was,returned faster than promised and now runs flawlessly. I guess I was just lucky!

Don't think you were lucky, think that's the norm, Swatch opened a service center in Blue Lagoon Dr in Miami, a few year back , serviced/repaired my Bond GMT as well as my Speedy with and without warranty there ...and, had nothing but great service and or communication from them.

 

[Rugger]

This is WAY beyond what any advertising campaign would accomplish for OMEGA, period!
My Seamaster Professional Co Axial chronometer 600M Planet Ocean has been living on my wrist since I bought it some 5 years ago....Holds perfect time to this day....
It now has a few fine scratches on the orange bezel...nothing severe, but they are there...and will be sending it in for a Full service....I use it daily,it's the watch of choice I have...I do have some other nice watches, but I find this watch able to handle day to day activities and work around my property....hopefully I'll be able to have the ceramic bezel instead of the alloy one it came with,and might even consider a replacement of the sapphire crystal.
Doing a full service like this, anyone have any idea what this might cost me? Also I am close to Toronto, any recommendations where to take it? I know there is SWATCH GROUP in the city, I am not going to go through the selling dealer...I ended up litigating them through VISA for a full refund on a Vacheron Constantine that they must have opened up and caused issues and won my case against them.....I will not disclose the dealer's name, but suffice to say they are located in Yorkdale mall to the north end of the city.
Any feedback regarding servicing my OMEGA and costs will be greatly appreciated, thanks everyone,appreciate your input and time!

 

[Spaceview M2]

I am not looking forward to needing or having my Speedmaster serviced. When that time comes I will do alot of research on the best way to go about it. There is alot of info on this throughout the web. I have a few ideas but I don't have any actual experience so my words would only be second hand info and speculation. Picking your poison is the issue.

 

[muttley]

Glad this worked out for you, and yes, that hour hand alignment is unacceptable, very disappointing they tried to send this back as 'fixed'. The fact that these are complicated devices doesn't mean anything as you weren't sending it back to Bob's Discount Mall Watch Destroyers, but Omega themselves (or at least their authorised Service Agent).
I hope the second service didn't cost you anything?

Thanks CometHunter.
Customer Service called me today. I asked her if it is Omega's stance not to replace the watch but return it for second attempt, even after trying to pass the watch back to customer with still existing problem. She told me yes. That is world-wide Omega policy !!!
I may contact Brand Manager here to see if that really is correct.
BTW, I asked if QA QC was followed at the repairs shop. The answer was, "yes"
Below is photo of my watch taken on top of repairs return slip when they tried to return it to me.
View attachment 93658