Extract from the Archives rejected with no info and no refund

Csfulham · Oct 21, 2019

STANDY
Your issue should be channeled to the seller who has sold you the issue.

Agree 100%. I'm not angry with Omega about the watch, I don't even really care that much, that's not my point.

STANDY
So what do you think they should have done. Ever been on the phone to your telco or the power company you use.

They could have provided better customer service. After an initial wait of 6 weeks for the initial response to the EoA request, their subsequent email responses take an average of over 9 days to come back. Plus they're pretty blunt, although that could be a language thing. I get a much better customer experience and faster responses from all of my utilities, and they don't have nearly as much riding on their brand perception.

If you're charging a premium for a service, run it like a premium service.

Archer · Oct 21, 2019

larryganz
i understand this, but I still believe that if the customer paid they should get an extract for the movement serial number supplied, stating what case the movement should be in and where and when it was delivered for sale.

I agree completely, but that is not the service that Omega offers, and not the service that was agreed to by the OP. There are lots of things I don't like about this new extract process. The fact that they ask for photos completely muddies the waters for what should be a process of looking a serial number up in a file or database, and nothing else (my opinion only) and would seem to make the process open to influence (assuming it wasn't previously, which is in doubt in my mind).

But what they "should do" is sort of a different conversation than "did they fulfill their obligations in this instance" that is the subject of the thread. In that regard, I believe Omega has fulfilled the obligations to the OP, and the OP has learned valuable information about their watch in the process.

Cheers, Al

BlackTalon · Oct 21, 2019

Csfulham
If you're charging a premium for a service, run it like a premium service.

Is it known whether or not this program even makes money for Omega, or it it speculation they are rolling in the dough and it costs them next to nothing to actually do this?

IanES · Oct 21, 2019

Does it mean that if I requested an extract and ONLY supplied one peice of information, the movement serial number, then I'm likely to get a good reply from omega. This might help me identify incorrect bits on my watch allowing me to find the correct bits, if possible.

But if I supplied two bits of information such as movement serial and the model/ref number from the case back then, if they didn't match, I'd get nothing at all. Not even a note telling me that I had the wrong back.

After all, isn't it possible that in some poorer countries where somebody has a very old watch, can't afford a new one then the only way to keep it working may be to salvage parts from other watches. Or, maybe we should just assume that omega don't want people to keep old watches going especially if they can't afford to buy the exact parts for that exact model.

IanES · Oct 21, 2019

Maybe it depends what day of the week it is. One guy in the archives might send you information telling you that you have the wrong bezel. While some other guy, who thinks he's God, just can't be bothered to do anything more than the bare minimum - if it's on the wrong color strap then you get nothing.

gatorcpa · Oct 21, 2019

IanES
Does it mean that if I requested an extract and ONLY supplied one piece of information, the movement serial number, then I'm likely to get a good reply from omega.

This used to be the case until recently.

IanES
But if I supplied two bits of information such as movement serial and the model/ref number from the case back then, if they didn't match, I'd get nothing at all. Not even a note telling me that I had the wrong back.

They are requiring that now. Yes, you will not get confirmation of exactly what is wrong with the watch. IMO, the reason for this is that Omega is not sure what parts would be correct or incorrect without a physical inspection.

How can you expect Omega tell you something when they don't know for sure?

IanES
After all, isn't it possible that in some poorer countries where somebody has a very old watch, can't afford a new one then the only way to keep it working may be to salvage parts from other watches.

That may be true, but Omega doesn't want to hear that. It is also true that in some countries (read - India), there are large operations dedicated to salvaging parts from multiple watches to create something that never existed from the factory.

Bottom line is that I think that at some point Omega got tired hearing from owners of frankenwatches who could not accept the fact that the information on the extracts previously issued did not match their watch.

The easy solution is to not issue anything unless the numbers match the records.
gatorcpa

Interstellar · Oct 21, 2019

It'd be interesting to have poll buttons on "For vs Against" for this new EoA practice in OF to see what the forum thinks especially the silent majority. Or even if the general population of OF will still continue to request for the EoA with this new format of envelope, photos and risk of burning the fee if the SN does not match Omega's internal records.

BlackTalon · Oct 21, 2019

Interstellar
It'd be interesting to have poll buttons on "For vs Against" for this new EoA practice in OF to see what the forum thinks especially the silent majority. Or even if the general population of OF will still continue to request for the EoA with this new format of envelope, photos and risk of burning the fee if the SN does not match Omega's internal records.

FOr important/ valuable watches, I suspect the format will not matter. Buyers still want to know what they are getting when paying $7k+, and it will not matte to them if it is a photo of a large certificate, or a photo of a smaller one.

lando · Oct 21, 2019

As the rules are clear to me, no complaints from me.

However, there is room for improvement: If it is impossible to issue an "EoA" Omega could provide a document that would explain where the problem is in standardised form, a "Result of Research" or "RoR" 😉, so to speak.

This way the customer would either get an "EoA" or a "RoR".

dennisthemenace · Oct 21, 2019

Csfulham
I recently requested an extract from the archives for a recent Speedy acquisition and after some weeks I had the response that my watch didn't match their archive record and they wouldn't refund me or give me any more information. It seems I may have picked up a franken watch at auction :-(

I've had a back and forth over email, but it takes about a week and half to get a response and they're blunt to the point of rudeness. Not the level of customer service I'd expect from such a high end brand. I provided the watch information in good faith, but they don't seem to care.

Has anyone else experienced this, and did you have similar concerns about Omega customer service, and how did it get resolved?

Needless to say, I'm very disappointed, and feel that I've been ripped off by Omega for the archive rejection.

I think Omega could have been a bit more communitive and given you some sort of explaination as to why your request was rejected.
I don't blame you for being disappointed, I would be too, given my previous experience with their customer service.
And I must say I'm really amazed by some of the replies to your post.The respect I had for certain members just went out the window.

larryganz · Oct 21, 2019

eugeneandresson
While I do kind of agree with you, I was once (in 2017) on the receiving end of such an EoA.

I applied for a watch, and evidently entered a single digit wrong, because the EoA was for some bejewelled blinged out Pimp-Of-Persia-special-order-of-his-majesty-the-Dallah-of-Some-thin-In-Sultan (or whatever) which wasn't even the same type or caliber of watch I was looking for...so what use is that? I ended up throwing it away (but it was signed by Mr Aeschlimann!)...

When I got my extract for my 1976 Speedmaster Pro I would have appreciated knowing if the movement came from a Seamaster Chronograph model number blah blah blah from 1978 or so. Maybe I’d try to restore the watch to original - source a case and dial for my movement, and a movement for my Speedy Pro case and dial.

Evitzee · Oct 21, 2019

Csfulham
I have, but this forum thread hasn't! It's not even really about the money - I'm just disappointed at the poor level of customer service / bedside manner and expected more from a company that has such a high brand value.

When somebody says 'it isn't about the money', it's really about the MONEY. Time to move on.

IanES · Oct 22, 2019

I still think Omega could supply an extract based on one piece of information. But if their T&C's are explained clearly then we can have no reason to complain later.

I suppose the moral of the story is, before requesting an extract, ask this forum for advice. Show pictures and the members will tell you if you have a frankenwatch. If you do have a frankenwatch then what's the point of an extract anyway because omega never actually assembled your watch.

On that topic did the original poster post pictures of his watch? I don't think I saw any. I'd be interested to see.

Csfulham · Oct 22, 2019

IanES
On that topic did the original poster post pictures of his watch? I don't think I saw any. I'd be interested to see.

Yes I did further up the thread. It has a service dial but original tach and 32m SN which although late (and despite a Delrin brake) isn't totally out of the ballpark for a 69-ST.

Csfulham · Oct 22, 2019

dennisthemenace
And I must say I'm really amazed by some of the replies to your post.The respect I had for certain members just went out the window.

Surprised at the hostility too. Don't know why people are so unpleasant. Seems entirely consistent with Omega CS team!
I've been a speedy owner for 20 odd years in one form or another, and I'm pretty surprised - I thought we were a nicer bunch.

IanES · Oct 22, 2019

Csfulham
Surprised at the hostility too. Don't know why people are so unpleasant. Seems entirely consistent with Omega CS team!
I've been a speedy owner for 20 odd years in one form or another, and I'm pretty surprised - I thought we were a nicer bunch.

You think this forum is hostile? It's nothing compared to others I've seen.

Years ago I joined a Rolex forum and eventually became an active, even popular, member of that forum. But my first few posts/questions there were replied with a LOT of hostility. such as "Don't ask stupid questions" along the lines of "How dare you join our group unless you have the special group jacket".

First reply to my first post here just a few weeks ago wasn't as bad as those rolex tw*ts but still had elitist undertones.

I assure you if you had a few hundred/thousand posts under your belt you would have had a more favourable response.

All forums are the same though and it really is just a minority and once you 'have the jacket' (ie been here a while) you'll be able to ask anything or criticise anything without getting a silly reply.

Knudsen1971 · Oct 22, 2019

I think the service called Extract of Archives was having more sense, when you simply entered the SN and the there were only two endings:
Data not found and you got refunded, or was issued the EoA, with watch info related to the SN.
This was I think very fair way of providing this service.
Nowdays you are forced to enter more info including photos of the watch...so the EoA service has move more into the direction to Certificate of Authenticity, even I know they are offering it now as as separate service.
But again, lets remind you, what the service is called, Extract of Archives. That`s what I`m paying for. I give you number, you give me back what you have found, that`s it.
EoA is now like a small CoA in my eyes... even Omega says its not 😀

So I can understand the frustration of the member from the first post here. A year ago you would get at least EoA for different watch, but at least you got something for your money. The search job in archive must be done anyway, so why not?

kov · Oct 22, 2019

Knudsen1971
A year ago you would get at least EoA for different watch, but at least you got something for your money. The search job in archive must be done anyway, so why not?

Do you really expect a satisfying answer to this question from us, folks who are not Omega employees and are not involved in any corporate process and/or decisions?

CaptainWinsor · Oct 22, 2019

I want an EOA for a watch I recently got here. Why do they need pictures. I presume they don’t have photos of every watch combo ever made. If they don’t feel it’s the right dial say, isn’t that just opinion? With so many references, just issue a EOA for the movement unless they know for sure

VetPsychWars · Oct 22, 2019

gatorcpa
Bottom line is that I think that at some point Omega got tired hearing from owners of frankenwatches who could not accept the fact that the information on the extracts previously issued did not match their watch.

The easy solution is to not issue anything unless the numbers match the records.
gatorcpa

I think this is close to if not exactly the truth.

Tom

Extract from the Archives rejected with no info and no refund

Csfulham

Archer

BlackTalon

IanES

IanES

gatorcpa

Interstellar

BlackTalon

lando

dennisthemenace

larryganz

Evitzee

IanES

Csfulham

Csfulham

IanES

Knudsen1971

kov

CaptainWinsor

VetPsychWars

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