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Archer
··Omega Qualified WatchmakerVery frustrating end to that one...they squandered an opportunity here to show they are customer focused.
AD Watchmaker polished my watch against my express wishes—how to resolve?
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140dave
·This is not meant as a snarky response but at this point I think you have 2 options: get over it and move on, or sell the watch. If it is going to make you mad every time you look at it just sell it and don’t buy another Oris.
Just being a realist, sorry for the situation. I’d be frustrated also.
Just being a realist, sorry for the situation. I’d be frustrated also.
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watchyouwant
·A new watch case ? Why ? And what do you consider as next steps ? Take them to court? Spend 30 K on a Swiss lawsuit for not listen to you ? To polish a watch to make it look nice in their opinion ? And most likely in lawyers/Judges opinion as well ? Life is so much more interesting; don't waste time and nerves and anger.... Not worth it. Life is learning. Don't do it again. Move on. Enjoy your time on our Planet.
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Dan S
·Thanks for posting a follow-up. I understand that you were hoping for some resolution, but looking back at your original post to remind myself of the thread, I read that your main concern was the loss of nicks and dents that were associated with your children. So a new case would really not have addressed that issue, and if the case was refinished to a high standard, there's really not much upside to you in getting a new case. I'm sorry if this sounds insensitive, but from a distance, it's not clear to me why you are so focused on getting a replacement case. Emotions are obviously running high, but nothing can be done to restore the original damage to the case. You have the power to let your frustration go. Remind yourself that it's just a watch.
Edited:
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cvalue13
·Told Josh that what I’d like to happen to resolve this: for the watch to be outfitted with an altogether new case.
I may have missed the plot point, but I’m unclear as to why a new case is your preferred resolution? As I understood it, your original frustration was that the polishing erased your sentimental nicks and dents:
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.
Obviously ORIS would be unable to restore to you those nicks and dents in any way, especially including providing a new case.
If anything, this sentimentality is best served by keeping the original case, despite polishing - it is, afterall, the case that has been with you these years.
So I’m now confused as to why the preferred resolution is a brand new case? Setting aside that a new case would be antithetical to any sentimental motivation, is it the case that this repair/polish was so poor that it changed the nature of the case aesthetic? If so, I do not think that has been mentioned by you - and it would help to see photos of the poor polish work that you feel can only be resolved by case replacement despite sentimentality costs.
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Archer
··Omega Qualified WatchmakerA new watch case ? Why ? And what do you consider as next steps ? Take them to court? Spend 30 K on a Swiss lawsuit for not listen to you ? To polish a watch to make it look nice in their opinion ? And most likely in lawyers/Judges opinion as well ? Life is so much more interesting; don't waste time and nerves and anger.... Not worth it. Life is learning. Don't do it again. Move on. Enjoy your time on our Planet.
The only person talking about a lawsuit in this thread has been you...
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Archer
··Omega Qualified WatchmakerIf anything, this sentimentality is best served by keeping the original case, despite polishing - it is, afterall, the case that has been with you these years.
I can't speak for the OP, but to me looking at the case they polished every time I wore the watch would remind me of the fact that they didn't follow my instructions. I think a new case is sort of a clean slate, and a way of putting the service situation behind you. No idea if the OP sees it this way, but I can understand the approach at least.
It's the OP who has to live with it, so the solution that make them happy is the right one. Watches aren't logical really, so the logical path isn't always the most satisfying.
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cverstegen
·Very frustrating end to that one...they squandered an opportunity here to show they are customer focused.
Agreed. This makes me lose quite a bit of respect I had for the brand... and worry a bit about what will happen when it is time to send mine in for a service.
I think a new case would have been a good resolution. As was pointed out, those original dents and dings are never going to come back. Given this fact, it seems to me that the next best thing would be to start collecting fresh dents and memories, and this is much better done on a case that hasn't seen a polish.
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blufinz52
··Hears dead people, not watch rotors.I think a new case is sort of a clean slate, and a way of putting the service situation behind you. No idea if the OP sees it this way, but I can understand the approach at least.
Since Oris has shut the door on a new case, understanding the approach is now beside the point.
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cvalue13
·It's the OP who has to live with it, so the solution that make them happy is the right one. Watches aren't logical really, so the logical path isn't always the most satisfying.
Word.
Separately wondered if, on top of not following instructions, the ‘laser polish’ was somehow unsatisfactory/aesthetically unpleasing (I suppose, aside from the memory).
If instead Oris’s ‘laser polish’ made a pitch-perfect case, it would be interesting to know, even if OP has countervailing reasons to remain displeased.
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blufinz52
··Hears dead people, not watch rotors.Not to the people like cvalue13 and Dan S who were asking about the approach...
cvalue13 asked the OP why a new case is his preferred resolution. You stated you think a new case would be a clean slate, which is beside the point now that Oris refuses to take that approach.
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Archer
··Omega Qualified Watchmakercvalue13 asked the OP why a new case is his preferred resolution. You stated you think a new case would be a clean slate, which is beside the point now that Oris refuses to take that approach.
He asked why, and I proposed a possible answer from my own perspective. If that is somehow upsetting to you, you don't have to read the thread mate.
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blufinz52
··Hears dead people, not watch rotors.He asked why, and I proposed a possible answer from my own perspective. If that is somehow upsetting to you, you don't have to read the thread mate.
Not upset at all. Just pointing out, from my perspective, that telling us that you think a new case is a clean slate is beside the point. That's all. You felt it necessary to tell watchyouwant that he was the only person talking about a law suit, which added nothing to the thread. You can have the last word mate.
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Archer
··Omega Qualified WatchmakerNot upset at all. Just pointing out, from my perspective, that telling us that you think a new case is a clean slate is beside the point.
Sure.
You felt it necessary to tell watchyouwant that he was the only person talking about a law suit, which added nothing to the thread.
I agree, him talking about lawsuits added nothing to the thread.
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tikkathree
·It looks like we could be left with the old customer service thing about "Tell ten"?
Those of us who have read this post are reminded of the risk implications of their exact wishes being ignored/overlooked by watch service departments and, more than us all going off to share this story, it might simply serve as a reminder.
I put a quartz Seamaster into service with a "luxury swiss watches" independent repair agent and had to fend off at least seven emails trying to strong-arm me into accepting cosmetic work which I had specifically stated that I didn't want. That included "well, we can't pressure test your watch then".
I later put an auto Seamaster into Omega UK via the local AD. "Where's the bracelet? We can't send the watch head without the bracelet". And yet, somehow they did. And when I returned to collect the serviced watch "Oh... we can't find your bracelet?"
Those of us who have read this post are reminded of the risk implications of their exact wishes being ignored/overlooked by watch service departments and, more than us all going off to share this story, it might simply serve as a reminder.
I put a quartz Seamaster into service with a "luxury swiss watches" independent repair agent and had to fend off at least seven emails trying to strong-arm me into accepting cosmetic work which I had specifically stated that I didn't want. That included "well, we can't pressure test your watch then".
I later put an auto Seamaster into Omega UK via the local AD. "Where's the bracelet? We can't send the watch head without the bracelet". And yet, somehow they did. And when I returned to collect the serviced watch "Oh... we can't find your bracelet?"
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Archer
··Omega Qualified WatchmakerThat included "well, we can't pressure test your watch then".
That's a new one...
I later put an auto Seamaster into Omega UK via the local AD. "Where's the bracelet? We can't send the watch head without the bracelet". And yet, somehow they did. And when I returned to collect the serviced watch "Oh... we can't find your bracelet?"
I've seen on other forums people saying the same recently, but with different brands. One example was Rolex - the watch went back and forth a couple of times without the bracelet, and then they said they couldn't take it without it. When they finally did take it, they tried to charge to owner for a new bracelet.
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Stripey
·"Dear OP
We very much regret that [the fact that we restore watches returned to us for service as part of that service and as a matter of policy was not communicated to you.]/[your request not to cosmetically restore your watch was not communicated accurately to our service centre. Had it been, we would have returned the watch and refused to accept it for service.] This is not the high standard that we strive for. In the circumstances, we propose to provide a full refund of the service cost.
We understand that our policy may be disappointing to you, but it is important that we preserve Oris's reputation for quality. We enclose with this letter [a complimentary strap]/[a nice coffee table book on watches]/[a nice leather travel case]/[some other trinket].
We very much hope that, in spite of this disappointing experience, these steps will restore your confidence in our brand, and that you will choose another Oris watch in the future, being fully informed.
Yours sincerely ..."
How to say "we're Oris, we do it this way" but in a nice way, not a screw you kind of way.
We very much regret that [the fact that we restore watches returned to us for service as part of that service and as a matter of policy was not communicated to you.]/[your request not to cosmetically restore your watch was not communicated accurately to our service centre. Had it been, we would have returned the watch and refused to accept it for service.] This is not the high standard that we strive for. In the circumstances, we propose to provide a full refund of the service cost.
We understand that our policy may be disappointing to you, but it is important that we preserve Oris's reputation for quality. We enclose with this letter [a complimentary strap]/[a nice coffee table book on watches]/[a nice leather travel case]/[some other trinket].
We very much hope that, in spite of this disappointing experience, these steps will restore your confidence in our brand, and that you will choose another Oris watch in the future, being fully informed.
Yours sincerely ..."
How to say "we're Oris, we do it this way" but in a nice way, not a screw you kind of way.
