Community Stories

AD Watchmaker polished my watch against my express wishes—how to resolve?

jaspers
Posts
372
Likes
537
Hi all, would like to share this with you and ask for advice on how to proceed.

I brought my Oris diver '65 into an AD to have it serviced, with the express instruction not to polish the watch. AD put this in capital letters on the service request slip that was sent to the regional Oris service center—I have a copy of this.

Upon collecting the watch post-service, I notice some nicks and dents that used to be on the case have been polished out. I have pictures of the watch in which these nicks and dents are visible. AD is as surprised as I am, and reaches out to the service center on my behalf. Service center states it has 'repaired' rather than polished the nicks and dents. By now I'm frustrated they attempt to get into a semantic discussion rather than taking responsibility for their actions. AD is stuck in the middle, willing to help—but to a limit.

Has anyone here had a similar experience, and maybe suggestions on how to proceed? I want to be compensated somehow, but polishing is pretty permanent.

*edit: Oris doesn't offer OEM parts to independent watchmakers. All services have to be done in-house, it's part of their business model. So I had no choice but to go through their service center here. I wish I could have had my own watchmaker service it, but there's no way*
Edited:
 
gbesq
Posts
9,083
Likes
47,270
This is the risk that you take when you send in a watch to the manufacturer for servicing. Particularly if a guarantee is being offered on the service work, most manufacturers are going to do what they think the watch needs in the way of service, and not necessarily what you think needs to be done. It sounds as though the AD did nothing wrong here and transmitted your instructions. I doubt that you're going to get any satisfaction from Oris other than an explanation of their service policies.
 
M'Bob
Posts
6,716
Likes
21,672
jaspers jaspers
Hi all, would like to share this with you and ask for advice on how to proceed.

I brought my Oris diver '65 into an AD to have it serviced, with the express instruction not to polish the watch. AD put this in capital letters on the service request slip that was sent to the regional Oris service center—I have a copy of this.

Upon collecting the watch post-service, I notice some nicks and dents that used to be on the case have been polished out. I have pictures of the watch in which these nicks and dents are visible. AD is as surprised as I am, and reaches out to the service center on my behalf. Service center states it has 'repaired' rather than polished the nicks and dents. By now I'm frustrated they attempt to get into a semantic discussion rather than taking responsibility for their actions. AD is stuck in the middle, willing to help—but to a limit.

Has anyone here had a similar experience, and maybe suggestions on how to proceed? I want to be compensated somehow, but polishing is pretty permanent.

I was bellyaching about this type of thing yesterday.

I took my watch to a local watchmaker I’ve never used, highly recommended, for a crown change on my Speedmaster. I left it with a woman who said she would call in a couple hours with an estimate for the work.

Here was the voicemail: “ You can come and pick up your watch, the crown has been replaced.” Okay, but what about the part about the estimate?

This kind of thing happens so often, in so many different arenas, that one really has to wonder if people are fυcking listening. Then, the next time you’re delivering instructions to someone, and put a fine point on it to be sure they understand, they think you’re some kind of obsessive-compulsive whack job. What are people so preoccupied with?
 
jaspers
Posts
372
Likes
537
gbesq gbesq
I doubt that you're going to get any satisfaction from Oris other than an explanation of their service policies.
This is what I fear too. I'm just too upset to accept that as this point. Also, I'm a lawyer 🫨
 
sxl2004
Posts
2,458
Likes
6,665
Life goes on. Enjoy your watch which now has a bit of a story.
Best
 
Davidt
Posts
11,685
Likes
20,404
Omega D Omega D
Don’t worry it will come back like new. It is a light polish, quite normal your watch will not change shape.

it only matters on vintage that have been polished a few times.

Enjoy the watch.

Not necessarily. I have an Explorer I bought new when my little boy was born and it has nicks and scratches from playing with him as a baby and as he grows up. I don’t want these polishing out.
 
jaspers
Posts
372
Likes
537
Davidt Davidt
Not necessarily. I have an Explorer I bought new when my little boy was born and it has nicks and scratches from playing with him as a baby and as he grows up. I don’t want these polishing out.
THIS. Wore the watch when both my kids were born, and has been my trusted beater for years. Those nicks and dents meant something to me. I'm still very upset.
 
R
Posts
54
Likes
43
Go as high up as is possible. People are so often reluctant to do this but it's by far the most effective means of recourse available.

I just did this myself - dropped my Omega off for a service first week of December. Was told 6 week standard turnaround and they were a week ahead, so 5 weeks was a real possibility. My son was born in January and I was hoping to wear the watch at the hospital - Omega didn't know that, just an extra detail.

Long story short, 6 weeks came and went. When I called, it was extended to 12 weeks. When that passed, I called for another update was given an actual date it would be ready. That also went. At some point my AD emailed me to give a return date, of a few weeks later. We had a polite exchange about how frustrating it was that I kept being given dates that weren't being stuck to, nor was I ever given a reason for the delays.

That date, too, went without it being returned. When I called up then, I was told it would now be done in June at the earliest - 6 months after I dropped it off.

Frustrated, I emailed Omega's CEO. I explained that the AD had been great, but the service centre was giving dates and not amending them, so even the AD didn't know what was happening.

I had a nice response from the exec team who told me they'd look into it. A week later, they came back with a profuse apology, told me the service would be free of charge, and I got the watch back last weekend (whether they gave the centre a kick up the butt or it was coincidentally ready earlier I'm not sure, but the point is, don't waste time with the people who have limited decision making power. If you've got a genuine frustration, go up the chain - not only can they actually try to resolve the situation or make you happier, they also usually want to know of such problems so they can implement procedural changes to keep customers happy)
Edited:
 
FREDMAYCOIN
Posts
1,076
Likes
1,784
jaspers jaspers
THIS. Wore the watch when both my kids were born, and has been my trusted beater for years. Those nicks and dents meant something to me. I'm still very upset.
Lawyer talk to justify a lawsuit
 
Archer
Posts
27,702
Likes
70,404
Omega D Omega D
Don’t worry it will come back like new. It is a light polish, quite normal your watch will not change shape.

it only matters on vintage that have been polished a few times.

Enjoy the watch.

This is very much not the point...
 
watchyouwant
Posts
5,340
Likes
9,072
jaspers jaspers
Hi all, would like to share this with you and ask for advice on how to proceed.

I brought my Oris diver '65 into an AD to have it serviced, with the express instruction not to polish the watch. AD put this in capital letters on the service request slip that was sent to the regional Oris service center—I have a copy of this.

Upon collecting the watch post-service, I notice some nicks and dents that used to be on the case have been polished out. I have pictures of the watch in which these nicks and dents are visible. AD is as surprised as I am, and reaches out to the service center on my behalf. Service center states it has 'repaired' rather than polished the nicks and dents. By now I'm frustrated they attempt to get into a semantic discussion rather than taking responsibility for their actions. AD is stuck in the middle, willing to help—but to a limit.

Has anyone here had a similar experience, and maybe suggestions on how to proceed? I want to be compensated somehow, but polishing is pretty permanent.

*edit: Oris doesn't offer OEM parts to independent watchmakers. All services have to be done in-house, it's part of their business model. So I had no choice but to go through their service center here. I wish I could have had my own watchmaker service it, but there's no way*

" I want to be compensated" ....How? Why ? Watches are meant to be enjoyed. Worn. Used. Nick's and dents happen in the process.... You need to see that little dent, you made, when your kid was 6 months old and that reminds you on that day ? Forever? Why all that fuss ? You give it away to be serviced and they do that and polish it against your written wishes. If you have a vintage car, that needs a service and give it to a specialist to fix the mechanics and state, you don't want the body imperfections polished, because your Teenager who borrowed it did that and you want to be reminded all the time..... And it comes back polished and gleaming, because the Mechanic wants you to be happy and he is proud of his work, you want to sue him ? Which world are we living in ? Our lifes are short. Enjoy your time . Don't waste it with Court cases..... But that is your profession, I get that. Still strange in my opinion. So, sue the Pants off Oris. Not sure, if that will enhance your now tainted memories.
Edited:
 
R
Posts
54
Likes
43
watchyouwant watchyouwant
" I want to be compensated" ....How? Why ? Watches are meant to be enjoyed. Worn. Used. Nick's and dents happen in the process.... You need to see that little dent, you made, when your kid was 6 months old and that reminds you on that day ? Forever? Why all that fuss ? You give it away to be serviced and they do that and polish it against your written wishes. If you have a vintage car, that needs a service and give it to a specialist to fix the mechanics and state, you don't want the body imperfections not polished, because your Teenager who borrowed it did that and you want to be reminded all the time..... And it comes back polished and gleaming, because the Mechanic wants you to be happy and he is proud of his work, you want to sue him ? Which world are we living in ? Our lifes are short. Enjoy your time . Don't waste it with Court cases..... But that is your profession, I get that. Still strange in my opinion. So, sue the Pants off Oris. Not sure, if that will enhance your now tainted memories.

There's a tremendous irony to this post, with you taking the time to tell someone not to be vexed, while clearly vexed.

The "Why?" is so blindingly clear it's incredible you've had to ask. He had specific wishes in writing and they were ignored. Case closed - nothing else matters about why they did it.

"They made it shiny because they want you to be happy" - if they want a customer to be happy, they listen to the customer.

If you tell a car dealership not to wash your car when it goes for a service, they don't wash it (I know lots of people who do this, because they don't trust the dealerships to not scratch the paintwork).

Find some empathy. As a member of this forum I assume it's apparent to you what these timepieces mean to people, and it's not your place or anyone else's to tell other people what aspects should be important to them. If he wants the dings, and he requested they be kept, and had agreement to it, then they did it anyway, of course he's going to be upset.

And as for the "How [would you be compensated]?" question, that's easy too. At a bare minimum, reimbursement of the cost.
 
BlackTalon
Posts
5,407
Likes
9,247
That sucks, but obviously it cannot be undone. Too much material loss? Then ask for them to laser weld on more material and refinish the case. They will likely say 'no', but worth asking. Then start adding new nicks/ dents.


...edit -- and of course there will always be the 'get it for free now' responses...
 
gbesq
Posts
9,083
Likes
47,270
watchyouwant watchyouwant
" I want to be compensated" ....How? Why ? Watches are meant to be enjoyed. Worn. Used. Nick's and dents happen in the process.... You need to see that little dent, you made, when your kid was 6 months old and that reminds you on that day ? Forever? Why all that fuss ? You give it away to be serviced and they do that and polish it against your written wishes. If you have a vintage car, that needs a service and give it to a specialist to fix the mechanics and state, you don't want the body imperfections polished, because your Teenager who borrowed it did that and you want to be reminded all the time..... And it comes back polished and gleaming, because the Mechanic wants you to be happy and he is proud of his work, you want to sue him ? Which world are we living in ? Our lifes are short. Enjoy your time . Don't waste it with Court cases..... But that is your profession, I get that. Still strange in my opinion. So, sue the Pants off Oris. Not sure, if that will enhance your now tainted memories.
Can I just ask at what point did the OP threaten to sue Oris which is clearly what is being implied in your post? Ok, so he's a lawyer and so what? If he had already decided to sue, I'm sure that he wouldn't have posted the thread asking for advice about how to handle this. He's not the one who screwed this up, Oris did. And I think that he has every right to be irritated. That certainly doesn't mean that he's filing a legal complaint. Geez, talk about assuming facts not in evidence. 😀
 
R
Posts
54
Likes
43
BlackTalon BlackTalon
and of course there will always be the 'get it for free now' responses...

Right, and why shouldn't there be...? Surely you're not suggesting that a customer should pay out of pocket for something that they not only are unhappy with, but had it in writing would not be done?
 
Shabbaz
Posts
4,949
Likes
18,345
jaspers jaspers
Has anyone here had a similar experience, and maybe suggestions on how to proceed? I want to be compensated somehow, but polishing is pretty permanent.
The best advice I can give is: just because you're right and have a valid complaint against Oris, doesn't mean you have to get your rights. I would lick my wounds and move on. As annoying as that is. From lawyer to lawyer... 😉

The alternative is that you will litigate. But that won't bring your dents and memories back. Only a few bucks.
 
Stripey
Posts
572
Likes
754
watchyouwant watchyouwant
" I want to be compensated" ....How? Why ? Watches are meant to be enjoyed. Worn. Used. Nick's and dents happen in the process.... You need to see that little dent, you made, when your kid was 6 months old and that reminds you on that day ? Forever? Why all that fuss ? You give it away to be serviced and they do that and polish it against your written wishes. If you have a vintage car, that needs a service and give it to a specialist to fix the mechanics and state, you don't want the body imperfections polished, because your Teenager who borrowed it did that and you want to be reminded all the time..... And it comes back polished and gleaming, because the Mechanic wants you to be happy and he is proud of his work, you want to sue him ? Which world are we living in ? Our lifes are short. Enjoy your time . Don't waste it with Court cases..... But that is your profession, I get that. Still strange in my opinion. So, sue the Pants off Oris. Not sure, if that will enhance your now tainted memories.
It's very simple. If the watch is dropped off with specific instructions, and those instructions are ignored, that is on the person who provided the service. In England, this would be the AD, there would be a breach of contract, but frankly not sure what the remedy would be. The judging of people who want to have the dents and nicks/the people who want a newly polished watch/the people who want it to sit in a safe and be perfect but unused is not helpful. It's their property. It's not the property of the people who sold it to them originally or the people who manufactured it. So unless they provide that they will do what they like, and you accept that, which goes out of the window when the instructions are accepted like this, it is their problem. Not the problem of the consumer and their preferences.
 
Archer
Posts
27,702
Likes
70,404
Shabbaz Shabbaz
The alternative is that you will litigate. But that won't bring your dents and memories back. Only a few bucks.

If there are no consequences to the service center, the behaviour is unlikely to change, leaving the next customer to suffer the same fate. Unfortunately the default is to refinish watches at a service center - mine is not to refinish unless expressly asked to do so.

While I don't expect the service center to follow my model, if I were the OP, I would ask for the service center to commit to some sort of checklist to make sure an error like this doesn't happen again, in addition to any financial compensation that he may want. Whether that requires litigation is mostly up to the service center I would say, but this is bigger than the OP's personal (and very legitimate) grievance, IMO.
 
146 More Posts...
Sign up or log in to reply...

Similar threads

S

Question on how to properly address my Seamaster Diver watch please

Steven Coderre Open Discussion
Foo2rama
Foo2rama
Posts
12
Views
2K
M

Convince Me it’s OK to Wear and Enjoy My Watch as a “Daily”

MedicalMinute Modern Omega Watches
josiahg52
josiahg52
Posts
129
Views
18K
DaveK

Last night I made an irREVERSOable change to my watch collection

DaveK Open Discussion
jsducote
jsducote
Posts
29
Views
4K
TLIGuy

Kudos to the LA watch spa for my 1675 GMT facelift....

TLIGuy Rolex Watches
Fallout Boy
Fallout Boy
Posts
16
Views
3K
Unknown Watchmaker

A Watchmaker Photo Guide to Omega Seamaster Cal 1020 Repair

Unknown Watchmaker Watchmaking
Unknown Watchmaker
Unknown Watchmaker
Posts
17
Views
7K
charleswonjun

Issues servicing my 145.022 through Omega Certified Watchmaker

charleswonjun Vintage Omega Watches Help, Discussion and Advice
charleswonjun
charleswonjun
Posts
26
Views
3K