Community Stories

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

R
Posts
63
Likes
123
Archer Archer
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.

this is precisely why I escalated my experience to the executive office. I stated in the email, with sincerity, that I thought they’d want to know about the lacking customer service. No doubt I wasn’t the only one affected
 
Omega D
Posts
553
Likes
2,760
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.
It is just a watch, stuff unfortunately happened, no way to resolve it now. No one died or has weeks to live.
 
Dan S
Posts
23,183
Likes
51,747
jaspers jaspers
I want to be compensated somehow, but polishing is pretty permanent.

What would make you happy? A discount? Just ask for it.
 
Archer
Posts
29,136
Likes
75,290
Omega D Omega D
It is just a watch, stuff unfortunately happened, no way to resolve it now. No one died or has weeks to live.

Strange comment coming from the guy who started 5 threads asking about differences in the feel of the winding for your DeVille. Would you be happy if someone gave a similar answer to this when you had a concern?
 
BlackTalon
Posts
5,494
Likes
9,396
R richw
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?
The service was performed. So the issue is whether or not the case refinishing has a monetary damage more or less than the service.
 
jaspers
Posts
376
Likes
541
Dan S Dan S
What would make you happy? A discount? Just ask for it.
Still figuring out what would make me happy here. Am in a better position to do so now, as my initial anger has subsided a little. Thanks for all the advice, good folks of OF. Will keep y'all posted. Side note: I forget sometimes how viscerally some folks can react to lawyers. It's all good though, when obviously not coming from golfers.
 
cvalue13
Posts
3,998
Likes
9,015
jaspers jaspers
I forget sometimes how viscerally some folks can react to lawyers.

Ironically, it’s largely the lawyers reading your post who understand quite clearly that you were not insinuating that any lawsuit might be fruitful here.

Imagine arguing to a jury the monetary damages value of losing scratches on a watch.
 
JwRosenthal
Posts
16,307
Likes
44,981
Dan S Dan S
What would make you happy? A discount? Just ask for it.
This is the main question I have.
We have had the initial upset.
We have processed the feelings about it.
What is the path forward.
The damage has been done (or undone in this situation), we can’t put the toothpaste back in the tube.
So if you can provide them with what a happy resolution looks like to you, it may ease their path to meeting it. Would a letter of apology work? A full refund of service fees? The innards of the watch put into a factory new case?
At this point they just have a pissed off customer…perhaps you should lead them to the path of making it right.
 
Omega D
Posts
553
Likes
2,760
Archer Archer
Strange comment coming from the guy who started 5 threads asking about differences in the feel of the winding for your DeVille. Would you be happy if someone gave a similar answer to this when you had a concern?
JwRosenthal JwRosenthal
This is the main question I have.
We have had the initial upset.
We have processed the feelings about it.
What is the path forward.
The damage has been done (or undone in this situation), we can’t put the toothpaste back in the tube.
So if you can provide them with what a happy resolution looks like to you, it may ease their path to meeting it. Would a letter of apology work? A full refund of service fees? The innards of the watch put into a factory new case?
At this point they just have a pissed off customer…perhaps you should lead them to the path of making it right.
I was only trying to make the OP feel better. Look he has a great watch and it had one normal light polish. I understand Oris should of been more careful. But what can the OP? I doubt he will get a new watch from Oris.
 
JayBe
Posts
403
Likes
2,383
I have nothing helpful to add unfortunately, as damage has been done that cannot be reversed. The only think that can happen now is that some form of "damage" is done to the other side in form of compensation or discount, which might give a little bit of satisfaction, but it will not heal the wounds.

That being said, I feel with you and completely sympathize with your disappointment. One watchmaker wiped some lume off the dial of one of my watches and damaged the lume on the minute hand of another. His comment was only "these are old watches, it happens". I knew that it was not correct, but there was nothing to win for me at that point anymore. What happened could not be reversed and whatever could have been reasonably offered in that situation would not be adequate. All the anger and energy invested into a solution would be in disproportion to what can be realistically done. So I feel that in these situations in life, giving in to anger and clinging on just extends the damage beyond the watch to my personal well being. The best might be to asses the situation without emotions, take a deep breath, "let it go" and not visit that place anymore, even though it sucks and I am sorry that this happened to you.
 
Archer
Posts
29,136
Likes
75,290
Omega D Omega D
I was only trying to make the OP feel better. Look he has a great watch and it had one normal light polish. I understand Oris should of been more careful. But what can the OP? I doubt he will get a new watch from Oris.

From what I can see, he isn’t asking for a new watch, so not sure why you would suggest that. He has every right to be annoyed at the brand not following clear instructions...
 
Shabbaz
Posts
4,987
Likes
18,531
Archer Archer
If there are no consequences to the service center, the behaviour is unlikely to change, leaving the next customer to suffer the same fate.
It's good to hear you still have hopes Al. Sometimes I would wish I'm not that cynical. Maybe it has to do with
professional deformity. But at the end you're right.
 
JwRosenthal
Posts
16,307
Likes
44,981
Omega D Omega D
I was only trying to make the OP feel better. Look he has a great watch and it had one normal light polish. I understand Oris should of been more careful. But what can the OP? I doubt he will get a new watch from Oris.
That is my point as well. The damage has been done. So what does resolution look like. This thread may be the resolution- simply venting about to friends and moving on as what can actually be done to correct what was done.
99% of the customers Oris services probably have never complained about getting their watch back all shiny and new- so this may really be a head scratcher for them.
 
Archer
Posts
29,136
Likes
75,290
JwRosenthal JwRosenthal
99% of the customers Oris services probably have never complained about getting their watch back all shiny and new- so this may really be a head scratcher for them.

If the OP is in the US, and the service centre is who I think it is, trust me they know better...

If it isn’t the place I think it is, they still need to be made aware of the situation. Going through Oris might be the most effective way to get the message across to the service centre. This is particularly important given the restrictions that Oris puts on parts. There’s really no excuse for this to have happened.
 
JwRosenthal
Posts
16,307
Likes
44,981
Archer Archer
If the OP is in the US, and the service centre is who I think it is, trust me they know better...

If it isn’t the place I think it is, they still need to be made aware of the situation. Going through Oris might be the most effective way to get the message across to the service centre. This is particularly important given the restrictions that Oris puts on parts. There’s really no excuse for this to have happened.
This I agree with. If anything, the good that may come of it is letting the company know that it does matter to some people.
 
MtV
Posts
3,318
Likes
12,931
JwRosenthal JwRosenthal
That is my point as well. The damage has been done. So what does resolution look like. This thread may be the resolution- simply venting about to friends and moving on as what can actually be done to correct what was done.

Exactly. Nothing can bring back what has been removed from the watch. I’m fully sympathetic about the venting and it’s the right thing to do - this is the place for it. I hope for the OP he can a) still enjoy the watch and smile about the inevitable next ding one of the kids will cause and not have his impression of the brand permanently tainted, and b) possibly get them to rework their own processes in the service center, as suggested by @Archer , and get at least a little satisfaction that somewhere out there might be someone else in the same position who doesn’t have to go through a situation like it - because you made a change. 😀
Surely, that’s very optimistic, but what else is there to do.
 
Omega D
Posts
553
Likes
2,760
Archer Archer
From what I can see, he isn’t asking for a new watch, so not sure why you would suggest that. He has every right to be annoyed at the brand not following clear instructions...
I 100% agree Mr Archer, he has every right to be pissed off. I am just saying it’s done now, he still has a good watch and all is not all not lost.
 
Archer
Posts
29,136
Likes
75,290
Omega D Omega D
I 100% agree Mr Archer, he has every right to be pissed off. I am just saying it’s done now, he still has a good watch and all is not all not lost.

No one said allis lost...
 
J
Posts
1
Likes
13
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*

Hey there, I work for Oris, will shoot you a message!
 
126 More Posts...
Sign up or log in to reply...

Similar threads

samweldspoorly

My custom DIY watchmakers bench (pic heavy)

samweldspoorly Open Discussion
Felix_La_PuBelle
Felix_La_PuBelle
Posts
88
Views
3K
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
Vinz Clortho
Vinz Clortho
Posts
130
Views
24K
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
4K
Unknown Watchmaker

A Watchmaker Photo Guide to Omega Seamaster Cal 1020 Repair

Unknown Watchmaker Watchmaking
Unknown Watchmaker
Unknown Watchmaker
Posts
17
Views
9K