Help…bought a new but malfunction Moonwatch

Aroxx · Feb 5, 2023

Computer hardware kind of muddies the waters a bit. It’s not uncommon to sell hardware at a loss because they make the money back selling software. I remember this was the case a ways back with one of the new PlayStations. Don’t remember which one. They were selling at cost or at a loss. This is why it’s important for them to have big name platform exclusive game titles. For example, if you want to play Halo, it’s only available on Xbox. Even automobiles sometimes go out the door at cost. The service department is the cash cow. Sorry for furthering the thread drift.

Dan S · Feb 5, 2023

Quality control problems in a new product is a risky proposition from the customer retention perspective. As prices rise, and Swatch markets their products as luxury goods, customers will have higher expectations. It would be expensive to replace the watch, but probably the last opportunity for Swatch to keep these buyers as future customers. In the OP's place, I doubt I would be too bothered with a warranty repair. However, it's clear that the OP is angry, and that others agree.

Archer · Feb 5, 2023

Annapolis
No doubt that’s the legalistic, purely objective (will hold up in court) answer, as I acknowledge. But is that the way a customer service rep from Omega—a custodian of the brand’s luxury image—would describe it? By “reasonable expectation,” I specifically mean something above and beyond the cover-your-butt fine print written by a bunch of corporate lawyers: I mean (also) what the branding would reasonably lead any customer to believe. Truth in advertising. I don’t think it’s unreasonable to assume something more about Omega. Do I think the customer has a strong legal case? Absolutely not. That’s not the point, IMO.

I'm not talking about any legal case mate. There are two words there - reasonable, and expectation. If you "expect" companies of any kind will consistently go "above and beyond" what they have already promised that they will do, you will find yourself being disappointed often.

So let's run this through - in your ideal world it seems Omega will institute a policy to replace every watch that has a defect. So what do they do with those? Would you accept if they repair them, make them as new, and sell them as new? Just take the hit and shuffle them off to the grey market after they are repaired? Are you willing to take more price increases as a result of this policy change?

No one is saying that it isn't disappointing and upsetting when you pay for something and it doesn't work right. But shit happens, and there are always going to be products that get out that shouldn't - it's just the nature of the business and how statistics work. But in the last say 5 or 7 years, there's been a rise in knee jerk reactions on forums when any sort of problem arises with a new watch, there are a chorus of people who say "Exchange it for a new one!" no matter how small the issue is. We don't even know how serious the fault is here, and yet there are people calling for Omega to exchange the watch or they are the bad guy...and being untruthful in their advertising, even though they are living up to the terms and conditions of the warranty that you accepted when you bought the product. It's truly amazing...

Annapolis · Feb 5, 2023

Archer
I'm not talking about any legal case mate. There are two words there - reasonable, and expectation. If you "expect" companies of any kind will consistently go "above and beyond" what they have already promised that they will do, you will find yourself being disappointed often.

So let's run this through - in your ideal world it seems Omega will institute a policy to replace every watch that has a defect. So what do they do with those? Would you accept if they repair them, make them as new, and sell them as new? Just take the hit and shuffle them off to the grey market after they are repaired? Are you willing to take more price increases as a result of this policy change?

No one is saying that it isn't disappointing and upsetting when you pay for something and it doesn't work right. But shit happens, and there are always going to be products that get out that shouldn't - it's just the nature of the business and how statistics work. But in the last say 5 or 7 years, there's been a rise in knee jerk reactions on forums when any sort of problem arises with a new watch, there are a chorus of people who say "Exchange it for a new one!" no matter how small the issue is. We don't even know how serious the fault is here, and yet there are people calling for Omega to exchange the watch or they are the bad guy...and being untruthful in their advertising, even though they are living up to the terms and conditions of the warranty that you accepted when you bought the product. It's truly amazing...

I suppose I don’t much care what Omega does with a defective watch—as long as it were functioning properly and in new condition when being sold. Maybe those can become the aforementioned service loaners!

I don’t disagree with you, really. I guess what I’m chasing here is that Omega is selling both a watch—a thing—and an experience, a feeling. It’d be quite silly to deny that’s true. It’s the only way to justify the cost of these things. They’ve clearly failed to deliver on the first bit here; they have an opportunity to make up for it with the second bit. But your points are well taken.

No qc process is going to catch every possible defect in every single watch. That’s not a reasonable expectation. Expecting a customer service response when that happens that goes beyond the fine print guarantees and leaves the customer feeling good about the brand (even if the watch can’t be replaced)—that is a reasonable expectation. Again, just my opinion—clearly not everyone agrees, which is cool with me.

Archer · Feb 5, 2023

Annapolis
I suppose I don’t much care what Omega does with a defective watch—as long as it were functioning properly and in new condition when being sold.

Which is exactly what the OP's watch will be once Omega repairs it under warranty.

Annapolis
No qc process is going to catch every possible defect in every single watch. That’s not a reasonable expectation. Expecting a customer service response when that happens that goes beyond the fine print guarantees and leaves the customer feeling good about the brand (even if the watch can’t be replaced)—that is a reasonable expectation. Again, just my opinion—clearly not everyone agrees, which is cool with me.

Omega goes above and beyond in many aspects on a regular basis. For example, their policies state that they will always give you the benefit of the doubt if you have water intrusion, unless it can be proven without doubt that the intrusion is the fault of obvious owner abuse, or having someone other than Omega work on the watch (which would be a difficult thing to prove)...

They announced (internally) last year that they will even cover some damage to cases that is caused by accidents by the owner. There have been many instances where they have replaced ceramic cases, that cost many thousands, for people who have damaged them by dropping the watch, free of charge.

I don't know of any other brand in this price range that goes to these lengths.

Yet if they don't immediately offer a new watch for the slightest defect, they are not stepping up and not truthful in their advertising. Seems to be an odd perspective to me, personally...

Annapolis · Feb 5, 2023

Archer
Which is exactly what the OP's watch will be once Omega repairs it under warranty.

Omega goes above and beyond in many aspects on a regular basis. For example, their policies state that they will always give you the benefit of the doubt if you have water intrusion, unless it can be proven without doubt that the intrusion is the fault of obvious owner abuse, or having someone other than Omega work on the watch (which would be a difficult thing to prove)...

They announced (internally) last year that they will even cover some damage to cases that is caused by accidents by the owner. There have been many instances where they have replaced ceramic cases, that cost many thousands, for people who have damaged them by dropping the watch, free of charge.

I don't know of any other brand in this price range that goes to these lengths.

Yet if they don't immediately offer a new watch for the slightest defect, they are not stepping up and not truthful in their advertising. Seems to be an odd perspective to me, personally...

I’d find it odd if the watch were a few months old, but a week? I don’t think it’s an odd request at all. But agree to disagree.

And to be clear, I wouldn’t recommend pushing the replacement idea—I’m just saying it’s fair to expect some kind of acknowledgment. And based on my personal experience, I’ll be surprised if the OP isn’t offered this by the AD without even having to ask. I’m a big fan of Omega service. This isn’t some grievance narrative I’m spewing. 😀

ae86guy · Feb 5, 2023

dstfno
A MacBook might cost much at retail but the cost to produce it is only a couple of hundreds $. They are produced in the millions and are very disposable.

It's not accurate to think that a company that produces watches can give the same service as a company (biggest in the world) that produces disposable electronic devices in vastly larger numbers in Chinese factories.

I don't see how the volume/cost to manufacture has an impact. My point in the scenario I described is that the company ends up repairing the same number of devices/watches in the end. They simply have a handful of items "on hold" to offer customers who received a defective product. It just means no downtime and they don't have to wait months and months for service. It's an ideal scenario and perhaps a bit of a stretch I know, but I still don't see how arguably the world's largest watch company selling arguably the most iconic watch on the planet (next to maybe the sub) couldn't offer a service such as this.

To be clear, if I had owned the watch for some time, say a year, and would have formed an attachment to that piece, I would want THAT watch repaired. But I think owning for a week then to have it break is an entirely different matter IMO and points to a clear defect from the start. I certainly wouldn't want it to happen to me, that's for sure.

PhilF · Feb 5, 2023

Yet folks are getting in line, waiting for hours for the privilege of buying a $250? MoonSwatch, a non-repairable watch where not even the crystal can be replaced. You can replace the battery and strap, but if it goes wonky under warranty, Swatch has no other option than to replace, otherwise it's a disposable. Have watched (Swatched?) Them being bid well over $400 on ebay. Have watched this debacle for a while without understanding the hysteria over a cheap copy of a Speedy.

ae86guy · Feb 5, 2023

PhilF
Yet folks are getting in line, waiting for hours for the privilege of buying a $250? MoonSwatch, a non-repairable watch where not even the crystal can be replaced. You can replace the battery and strap, but if it goes wonky under warranty, Swatch has no other option than to replace, otherwise it's a disposable. Have watched (Swatched?) Them being bid well over $400 on ebay. Have watched this debacle for a while without understanding the hysteria over a cheap copy of a Speedy.

Not sure if this was in response to my comment about downtime from sending watch into Omega for service.

Let me just say I was not personally one of those standing in line for a Moonswatch. Though I had the opportunity to, you couldn't have paid to stand there.

I value time over most things in life.

All I'm saying is if I was OP and I was offered the option of sending in the watch and waiting x weeks/months to service a 1 week old defective watch, versus receiving a refurbished but otherwise like-new watch, I'd take the speedy resolution (pun intended) every time. I personally wouldn't have formed a sentimental attachment to the watch at the point, but I recognize some would.

In the end, Omega services the exact same number of watches and my defective watch goes on to be a "service replacement", if you will, for someone else with a defective watch down the line. Therefore any cost increase to Omega would be minimal. Seems win-win doesn't it? Furthermore, Omega keeps a customer happy and more likely to be a repeat customer - which, assuming we are all fans of the brand on here, can't be a bad thing.

PhilF · Feb 5, 2023

ae86guy
Not sure if this was in response to my comment about downtime from sending watch into Omega for service.

Let me just say I was not personally one of those standing in line for a Moonswatch. Though I had the opportunity to, you couldn't have paid to stand there.

I value time over most things in life.

All I'm saying is if I was OP and I was offered the option of sending in the watch and waiting x weeks/months to service a 1 week old defective watch, versus receiving a refurbished but otherwise like-new watch, I'd take the speedy resolution (pun intended) every time. I personally wouldn't have formed a sentimental attachment to the watch at the point, but I recognize some would.

In the end, Omega services the exact same number of watches and my defective watch goes on to be a "service replacement", if you will, for someone else with a defective watch down the line. Therefore any cost increase to Omega would be minimal. Seems win-win doesn't it? Furthermore, Omega keeps a customer happy and more likely to be a repeat customer - which, assuming we are all fans of the brand on here, can't be a bad thing.

You're correct, a bit off-topic but making a point about the shopping climate today, not really very rational. Your point about forming an emotional attachment is well taken, mine was a combination of time, date ( both to me had historical significance) and the occasion. I had waited 3 months for delivery (the Sapphire Sandwich was heavily backordered at the time) and would have been disappointed if it had been defective. I guess 25 years working on life-support equipment at a hospital and 40 years as a Gunsmith has given me a different perspective on mechanical things, hopefully, if something breaks, someone skilled who cares will fuss with it and make it right. Sometimes it takes both patience and perspective. I would hope Omega would step up and put customer satisfaction first.

pdxleaf · Feb 5, 2023

(I did not read all the posts.)

This seems straight forward. Vendor says if there is anything wrong with your watch from day one through five years, we will fix it.

On day one, there is something wrong. Why would a buyer be surprised that the vendor said send it in, we'll fix it?

I don't get the fuss, frankly. Annoying? Of course. Move on.

ae86guy · Feb 5, 2023

PhilF
You're correct, a bit off-topic but making a point about the shopping climate today, not really very rational. Your point about forming an emotional attachment is well taken, mine was a combination of time, date ( both to me had historical significance) and the occasion. I had waited 3 months for delivery (the Sapphire Sandwich was heavily backordered at the time) and would have been disappointed if it had been defective. I guess 25 years working on life-support equipment at a hospital and 40 years as a Gunsmith has given me a different perspective on mechanical things, hopefully, if something breaks, someone skilled who cares will fuss with it and make it right. Sometimes it takes both patience and perspective. I would hope Omega would step up and put customer satisfaction first.

Couldn't agree more about the fact we live in a disposable world and how that's hugely problematic. I think we can all agree that part of the appeal of these watches is they're built to last lifetimes, and their inherent "I-can-pass-this-to-my grandkids-factor" is what draws us to them.

SC1 · Feb 5, 2023

Me, I've planted my flag on my dying hill...

send it back, patience, get the watch you paid for back and running fantastically, politely imply a little taste of Omega Swag might be in order for aforementioned patience & grace.

Live and Prosper.

Annapolis · Feb 5, 2023

And of course tell us what happens! 😀

Archer · Feb 5, 2023

Annapolis
And to be clear, I wouldn’t recommend pushing the replacement idea—I’m just saying it’s fair to expect some kind of acknowledgment.

Sure, I’m all for some type of acknowledgement. Free swag? Yes, absolutely. Expedited repair? 100% with you.

That’s all fair and reasonable to expect in my books...

OmegaOwner2019 · Feb 8, 2023

I used to be like the OP, demanding perfection from luxury watches.

Now 4 years in, I think I am all mellowed out.
Even with 4 and 5 figures watches, I had dust particles under the dial, wiggly timing bezels, and I even had a partially dislodged shock spring.

It is disappointing when it happens and the manufacturer should always strive better, but at the end of the day, these watches are still using centuries old technology and require hand assembly, and with that comes these kind of errors and problems.

This hobby is cursed for neurotic people, but maybe as a neurotic person you do need a hobby like this as some sort of psychotherapy.

repoman · Feb 8, 2023

Am I the only one surprised at the $7k USD retail price for a standard moonwatch? Granted, I haven't bought one (retail) for many years, but that seems absurdly high. I have nothing to add to the point of the discussion other than I think its reasonable for Omega to expedite the repair, and, compensate the OP for the time he is without his watch in some way, perhaps some other Omega swag, or one of their nifty giveaways (OP, ask your sales associate once your watch comes back (politely) if they can do something for you given you were deprived of your watch for a period of time, I'm sure they will find something to satisfy you as long as you are reasonable about it. They actually care about their customers in my experience, assuming you are dealing with the Omega directly, and not some random authorized dealer.

OmegaOwner2019 · Feb 8, 2023

repoman
Am I the only one surprised at the $7k USD retail price for a standard moonwatch?

No, you are not the only one.

You are buying the mythos and emotions.

There is no reason for the watch to be thousands of dollars when the Chinese make a tourbillon movement for 100 bucks.

repoman · Feb 8, 2023

OmegaOwner2019
No, you are not the only one.

You are buying the mythos and emotions.

There is no reason for the watch to be thousands of dollars when the Chinese make a tourbillon movement for 100 bucks.

Let me clarify my original question: last time I bought a full retail Moonwatch directly from Omega it was around $5500 USD. So, when I saw $7000 USD in this case, that means they have either raised the MSRP of the standard Moonwatch, or, there was an unreasonable markup in this case. Which is it, was my intended question.

Shabbaz · Feb 8, 2023

M Mugabi
I would simply return it to the store and leave. I did this with my piece of crap moonwatch and they called and offered full refund. Take a video of the return. Omega having major quality issues and when you dont act like a sheep and sit around in the Repair Loop you win. My watch- bought new at AD. Took it into get repaired after 1 month. 1 month later worse and not keeping time. Thats it for me. Cant screw around with Omega if they produce so much they turn the product into crap. Had 1k views on Youtube in 1 hour. They called me fast. Do the same.

I would also like to start a youtube channel. I recently bought a loaf of bread at the bakery and it didn't live up to expectations either. Now I want to publicly destroy that baker.

Help…bought a new but malfunction Moonwatch

Aroxx

Dan S

Archer

Annapolis

Archer

Annapolis

ae86guy

PhilF

ae86guy

PhilF

pdxleaf

ae86guy

SC1

Annapolis

Archer

OmegaOwner2019

repoman

OmegaOwner2019

repoman

Shabbaz

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