Community Stories

Customer Service - Repairs

D
Posts
5
Likes
2
My wife sent her watch in for repair and received an estimate. She had a couple questions about the watch band they were replacing. She replied to the email with these questions 2 weeks ago and no one has responded. She just wants to know what she is paying for and would like to have the band to be larger. If you call you are on hold for over an hour and then was disconnected before she was able to talk to anyone. This is unbelievable poor service for a 'luxury' watch company. My wife is extremely frustrated.
Has anyone else had a similar problem?
Does anyone have any suggestions? Corporate phone number?

Thank you.

DRC
 
flw
Posts
1,613
Likes
5,061
Hello and welcome to the Forum! This is a wonderful community and I'm sure you can get some helpful information here.

A couple of questions to get a bit more context:

First, I assume your wife's watch was sent to an Omega service center? It sounds like it was.

Second, where are you located? (In other words, which service center is taking care of the watch?)

You are correct that, based on your description, this is not the level of service you should expect. I just want to get a bit more info so a few other members can provide helpful information.

Again, welcome. Stick with us - this is a friendly place with a lot of knowledge (and a great sense of humor).
 
Dan S
Posts
20,048
Likes
46,671
This forum has no connection to Omega or Swatch. If you have concerns about customer service, you should contact the company directly. Keep in mind that it's just a giant corporation making mass-produced consumer goods, so I wouldn't get too excited about the "luxury" aspect. Like most giant corporations these days, it's not easy to contact someone by phone, you will have to be persistent.

If you want service, you might try visiting an authorized dealer or Omega boutique in-person, and engaging with a sales associate.
 
D
Posts
5
Likes
2
D drcolema
My wife sent her watch in for repair and received an estimate. She had a couple questions about the watch band they were replacing. She replied to the email with these questions 2 weeks ago and no one has responded. She just wants to know what she is paying for and would like to have the band to be larger. If you call you are on hold for over an hour and then was disconnected before she was able to talk to anyone. This is unbelievable poor service for a 'luxury' watch company. My wife is extremely frustrated.
Has anyone else had a similar problem?
Does anyone have any suggestions? Corporate phone number?

Thank you.

DRC
flw flw
Hello and welcome to the Forum! This is a wonderful community and I'm sure you can get some helpful information here.

A couple of questions to get a bit more context:

First, I assume your wife's watch was sent to an Omega service center? It sounds like it was.

Second, where are you located? (In other words, which service center is taking care of the watch?)

You are correct that, based on your description, this is not the level of service you should expect. I just want to get a bit more info so a few other members can provide helpful information.

Again, welcome. Stick with us - this is a friendly place with a lot of knowledge (and a great sense of humor).


Thank you for the response. Yes it was send to Omega service center. The person that initially responded to my wife was from the NJ location, The Swatch Group U.S., , 55 Metro Way, Suite#1, Secaucus, NJ 07094
I truly appreciate any help or direction you can provide. Most appreciated.
 
D
Posts
5
Likes
2
Dan S Dan S
This forum has no connection to Omega or Swatch. If you have concerns about customer service, you should contact the company directly. Keep in mind that it's just a giant corporation making mass-produced consumer goods, so I wouldn't get too excited about the "luxury" aspect. Like most giant corporations these days, it's not easy to contact someone by phone, you will have to be persistent.

If you want service, you might try visiting an authorized dealer or Omega boutique in-person, and engaging with a sales associate.

We have contacted the company directly. The reason for the frustration is they have her expensive watch and are not responding to her questions. It has been two weeks since she responded with her questions. I think that is more than adequate time for them to have responded.
 
Speed2Sea
Posts
350
Likes
1,424
D drcolema
We have contacted the company directly
Sorry to hear you are having such an issue recieving a response from the Omega repair center. It might be worth calling an Omega Boutique closest to you and ask if they can intervene on your behalf. It's probably worth a try.
 
flw
Posts
1,613
Likes
5,061
Speed2Sea Speed2Sea
Sorry to hear you are having such an issue recieving a response from the Omega repair center. It might be worth calling an Omega Boutique closest to you and ask if they can intervene on your behalf. It's probably worth a try.
This is a good idea. If you are anywhere along the East Coast area of the US, there are probably a few options for an Omega Boutique within a reasonable driving distance. Also, a standard service can take anywhere from four to six weeks or more, depending on how busy things are. Do keep trying - but your patience will be rewarded.
 
YVR785
Posts
135
Likes
126
I genuinely can’t understand posts like this on a collectors forum.

What do you expect a bunch of collectors online to do about it? Call the darn company.
 
Speed2Sea
Posts
350
Likes
1,424
YVR785 YVR785
What do you expect a bunch of collectors online to do about it? Call the darn company.
I believe the post was more geared toward asking for "suggestions" since they called the Omega Service Center and were unable to reach a representative. For that reason, I suggested they telephone the closest OB to see if they could be of assistance.
 
YVR785
Posts
135
Likes
126
Speed2Sea Speed2Sea
I believe the post was more geared toward asking for "suggestions" since they called the Omega Service Center and were unable to reach a representative. For that reason, I suggested they telephone the closest OB to see if they could be of assistance.
The only thing an OB can do is ship it to the service centre. Middleman of sorts. Makes zero difference if it’s through them or direct from consumer. And they can’t sway service centre response time.

OP should keep trying to reach the service centre. They’re almost always busy and overworked so don’t expect an instant response—even if you paid $thousands.
 
B
Posts
22
Likes
33
They are all like this, not just Omega. Well... Rolex at least answers the phone and returns calls.

You are very much on their time and there's not much you can do about it .
 
D
Posts
5
Likes
2
YVR785 YVR785
I genuinely can’t understand posts like this on a collectors forum.

What do you expect a bunch of collectors online to do about it? Call the darn company.

Really?? Why do you have to be so obnoxious? It's an Omega Forum. I did not see anything that said its for collectors only. Unbelievable.
 
B
Posts
22
Likes
33
D drcolema
Really?? Why do you have to be so obnoxious? It's an Omega Forum. I did not see anything that said its for collectors only. Unbelievable.

Seriously. It took more effort to type and complain than simply not click the "customer service" title. You know what you were getting and still came to complain about.. discussing Omega on an omega forum?
 
Sign up or log in to reply...

Similar threads

Annapolis

Hodinkee/Crown & Caliber… bad customer service?

Annapolis Modern Omega Watches
jjen
jjen
Posts
31
Views
6K
Danwales

Baltic Watches and Customer Service.

Danwales Other Watch Brands Forum
sonicosa
sonicosa
Posts
13
Views
3K
SC1

Customer Service Means Something

SC1 Open Discussion
BlackTalon
BlackTalon
Posts
59
Views
7K
Matty01

Alpina customer service

Matty01 Open Discussion
Matty01
Matty01
Posts
3
Views
2K
A

Recommendation for Service / repair Omega 1426 quartz movement

Andy_D Vintage Omega Watches Help, Discussion and Advice
A
Andy_D
Posts
8
Views
2K
gbesq

Customer Service: DHL vs. FedEx

gbesq Open Discussion
rootbeer7
rootbeer7
Posts
14
Views
3K