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STANDY
··schizophrenic pizza orderer and watch collectorI know where there is a nice unpolished Seiko 😗
AD Watchmaker polished my watch against my express wishes—how to resolve?
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Omega D
·To be fair to the OP it is frustrating but not much that can be done in reality. Unfortunately, all manufacturers do this nowadays.
The key to this when the dust settles is to enjoy the watch. But yes it is frustrating and don’t let it cloud your love for the watch.
The key to this when the dust settles is to enjoy the watch. But yes it is frustrating and don’t let it cloud your love for the watch.
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FCA
·In my point of view it's a bad costumer service not to listen/read what the costumer likes to be done to there watch. If the companys service policy can't live up to what the costumer requires, why not just tell the costumer about it before neglecting the require.
If it was my watch I would ask for a new case just to show my dissatisfaction. I would not expect the company to live up to my demands, but I would like to see how they would handle it from there.
If it was my watch I would ask for a new case just to show my dissatisfaction. I would not expect the company to live up to my demands, but I would like to see how they would handle it from there.
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Omega D
·The more I think about it you wrote it clearly and took pictures of your wishes.
Maybe you should insist on a new watch. They made you go to them, they need to make it right. You have every right to be mad at them
Archer is correct I put so meny posts about my watch.
Maybe you should insist on a new watch. They made you go to them, they need to make it right. You have every right to be mad at them
Archer is correct I put so meny posts about my watch.
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richw
·The service was performed. So the issue is whether or not the case refinishing has a monetary damage more or less than the service.
This is false. Companies and particularly luxury brands also recognise the importance of customer satisfaction, which does have a significant long-term value to the business. Short-sighted managers look at the immediate cost, business leaders recognise that a happy customer has a lifetime revenue worth multiple purchases, plus services and recommendations and brand loyalty. Unhappy customers lose all future value to the company and spread bad rather than good word.
for example, you send Omega a £4,000 watch and spend £500 on a service. You aren’t satisfied with what’s done, nor with how you’re treated. Hmm, do you still buy the £4,000 Omega you were planning for your wife’s birthday? Or are you dissatisfied to the point that you go to look at Rolex instead? That’s £4,000 Omega lost upfront plus the £1,000 for 2 services every decade, plus any other future purchases and word of mouth. Or they can waive the £500 for the service, apologise for the mistake, and retain your future value.
In this instance, the service had specific requirements that were ignored. Therefore the requested service wasn’t carried out properly.
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BlackTalon
··This Space for RentAll great theory. Now please go examine Rolex's service operation.
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richw
·All great theory. Now please go examine Rolex's service operation.
Rolex’s reputation has taken a hit as a result of its practices. That other companies have decided to treat its customers worse than it used to is no excuse to let other brands get away with it, and the way to do that is to let them know you’re dissatisfied.
I was watching a YouTube watch channel a few weeks ago, criticising Rolex and he said “Omega is still delivering the luxury service customers expect.”
Never think these things go unnoticed.
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BlackTalon
··This Space for Rentletting them know you are dissatisfied is one thing...
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richw
·letting them know you are dissatisfied is one thing...
Many marketing departments will also observe popular forums and online groups related to their brand.
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perks713
·A friend had a similar issue though I think the AD owned up to sending it to their watchmaker and not to Oris after telling my friend that’s where it would be sent. In my friends case they managed to completely screw up the bezel. The paint or whatever was taken off all the numbers and pip. They were specifically not to touch the case/bezel. It’s almost like they put the case in an ultra sonic cleaner.
The initial conversation with the AD was horrible. My buddy had to go sit in the car while his wife tried to sort it out because he was so upset. Then the guy talked down to his wife and she went off on him.
A week of letting things cool off he went back in, worked with the AD, is working directly with the watchmaker (service center) to have the watch sent back and the bezel repaired. He also made a point to work with the owners of the shop and make it very clear that the whole experience has left him questioning ever buying from them again.
In the end he doesn’t really get anything, just frustration, but hopefully the AD and the service center change how they handle these kinds of things in the future.
Anyways OP, it sucks. The best thing you can probably do is escalate the frustration with Oris, as Archer said, unless they are made aware it’s bound to happen to others in the future.
The initial conversation with the AD was horrible. My buddy had to go sit in the car while his wife tried to sort it out because he was so upset. Then the guy talked down to his wife and she went off on him.
A week of letting things cool off he went back in, worked with the AD, is working directly with the watchmaker (service center) to have the watch sent back and the bezel repaired. He also made a point to work with the owners of the shop and make it very clear that the whole experience has left him questioning ever buying from them again.
In the end he doesn’t really get anything, just frustration, but hopefully the AD and the service center change how they handle these kinds of things in the future.
Anyways OP, it sucks. The best thing you can probably do is escalate the frustration with Oris, as Archer said, unless they are made aware it’s bound to happen to others in the future.
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tyrantlizardrex
·Anyways OP, it sucks. The best thing you can probably do is escalate the frustration with Oris, as Archer said, unless they are made aware it’s bound to happen to others in the future.
Having spotted this thread yesterday, I sent it to Josh, who is a buddy and at the top table of Oris in the USA.
Josh was keen to resolve, and has DMd the OP.
Would imagine some sort of resolution is imminent.
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Archer
··Omega Qualified WatchmakerHaving spotted this thread yesterday, I sent it to Josh, who is a buddy and at the top table of Oris in the USA.
Josh was keen to resolve, and has DMd the OP.
Would imagine some sort of resolution is imminent.
I was wondering how that happened. I know Omega monitors the forum, but Oris? Not exactly a hot topic brand here, so seeing someone jump in was surprising.
Good on you for making the connection mate! 👍
Cheers, Al
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Omega D
·Good luck and best wishes to OP hopefully he gets a good outcome.
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··schizophrenic pizza orderer and watch collectorSome one at my work usually 🤬cks up each week. The occasional week in the last 22 years it has been me.
Yes it sucks to be the person that owns the Tag, Oris, Rolex whatever brand as over the years here, pretty much someone from nearly every brand has polished some nutter collectors watch.
Yep to most brands…..We are the nutter 2%
(Because 98% would be happy their watch came back looking like it was new again)
Yes it sucks to be the person that owns the Tag, Oris, Rolex whatever brand as over the years here, pretty much someone from nearly every brand has polished some nutter collectors watch.
Yep to most brands…..We are the nutter 2%
(Because 98% would be happy their watch came back looking like it was new again)
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jaspers
·Can confirm that Josh from Oris US has kindly reached out to me. My issue has been forwarded to HQ, awaiting next steps. I wasn’t expecting this at all, and I am pleasantly surprised by the clout of OF. Thanks @tyrantlizardrex for bringing my issue to their attention. That’s real kind of you.
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Archer
··Omega Qualified WatchmakerCan confirm that Josh from Oris US has kindly reached out to me. My issue has been forwarded to HQ, awaiting next steps. I wasn’t expecting this at all, and I am pleasantly surprised by the clout of OF. Thanks @tyrantlizardrex for bringing my issue to their attention. That’s real kind of you.
Please let us know how this gets resolved - we are all invested now! 😉
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tyrantlizardrex
·Can confirm that Josh from Oris US has kindly reached out to me. My issue has been forwarded to HQ, awaiting next steps. I wasn’t expecting this at all, and I am pleasantly surprised by the clout of OF. Thanks @tyrantlizardrex for bringing my issue to their attention. That’s real kind of you.
Super happy to help! 👍
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jaspers
·*semi-update*
Received a courtesy call from the AD over the weekend, assuring me my situation was being discussed at Oris HQ still and asking for a little more of my patience. Hopefully HQ will decide on the matter soon, will keep y'all posted when they do.
Received a courtesy call from the AD over the weekend, assuring me my situation was being discussed at Oris HQ still and asking for a little more of my patience. Hopefully HQ will decide on the matter soon, will keep y'all posted when they do.
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rcs914
·I realize I'm late to the ballgame here, but I guess from my perspective that my ask would be for the service cost to be comped - beyond that it's up to the customer service of the company, but I would think that would be the starting point.
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jaspers
·Ok, another now rather disappointing update.
I started this thread in late april, and @joshshanks of Oris US was on it immediately after a nod from @tyrantlizardrex. Told Josh that what I’d like to happen to resolve this: for the watch to be outfitted with an altogether new case. Josh passed this on to Oris HQ. By May 9 I was told by my AD they were working on things still and today, on May 20, I finally get a call from Oris.
Long story short: Oris refuses to do anything. They admitted it was poor communication on their part, but told me it is standard practice to laser-polish out all nicks and dents because of warranty on the service—even when a customer insists on not wanting their watch polished. They understand my frustration, but hold that outfitting the watch with a new case is not a proportionate compensation. They remain silent on what would be a proportionate compensation. So I'm back to square one.
I was really hopeful this matter could be resolved. Now I'm just disappointed with the customer service of Oris, and them adding insult to injury. Considering next steps now—not willing to let this one go for now. Any input would be appreciated. Thanks for letting me vent...
I started this thread in late april, and @joshshanks of Oris US was on it immediately after a nod from @tyrantlizardrex. Told Josh that what I’d like to happen to resolve this: for the watch to be outfitted with an altogether new case. Josh passed this on to Oris HQ. By May 9 I was told by my AD they were working on things still and today, on May 20, I finally get a call from Oris.
Long story short: Oris refuses to do anything. They admitted it was poor communication on their part, but told me it is standard practice to laser-polish out all nicks and dents because of warranty on the service—even when a customer insists on not wanting their watch polished. They understand my frustration, but hold that outfitting the watch with a new case is not a proportionate compensation. They remain silent on what would be a proportionate compensation. So I'm back to square one.
I was really hopeful this matter could be resolved. Now I'm just disappointed with the customer service of Oris, and them adding insult to injury. Considering next steps now—not willing to let this one go for now. Any input would be appreciated. Thanks for letting me vent...
