My AD Scratches My Brand New Omega

You can see that case back tool in this video!

Although i have had a few problems with new Omegas (dust on dial,wrong color lume,date not centered,bezels jiggling) they always owned up to it and in most cases have replaced the whole watch for me. As bad as their QC is their customer service is the best i have ever encountered with any product i have purchased.

I know QC can be challenging when you are making almost 1 million watches a year but then again they own up to their mistakes (in most instances).

I think if the AD opened your watch then they own you a new case back and a guarantee your warranty isn't affected.

If they sent it to Omega, then reaching the right level of management will eventually get you a new caseback.

How many Omega’s have you bought for you to have these issues? And how did you realize these problems were present? I am not trying to nitpick but I noticed on some videos that i have seen that the lume might be off on a video I saw, but then again I don’t know, just curious on how many times you deal with them in the past. Did not know their QC was that bad...

My first brand new SMP Diver 300m had a speck of dust on the dial and the color of the pip's lume on the bezel was blue instead of green. The speck was very noticeable with a naked eye and considering the lume i heard last year there was a recall and Omega were shipping bezels all around the world to have them replaced. That was confirmed from my AD as well since he got shipped bezels. I might have been one of the first people to alert Omega about this. Since there is no official service center in Cyprus the watch had to be shipped away and there would be work done on it (open up to clean and then replace bezel). I said i don't wont work to be done on my brand new watch. Replace it or give me my money back. They replaced it.

Then i got a second one from Omega. Few days pass and i notice that the date in the window is never centered. Always leaning on the left like it's about to change. I alerted them and they asked me to ship it in to have it checked. I knew the watch would eventually have to be opened to be fixed and although i had the same feelings about having a brand new watch opened like the first time, i didn't want to sound ungrateful since they replaced the first one, and i sent it in. Watch came back with the date fixed but with various dust specks all over the dial and the bezel was jiggling and making strange noises whenever i turned it. So i sent it back (accompanied by an email expressing my feelings about their brand at the time) and requested a new one again. They admitted that the watch they sent me back wasn't up to Omega standards (their quote) and sent me a 3rd one.

I am not going to get into the 3rd one i am just going to say that i eventually realized that the specific model wasn't going to live up to what i thought was an Omega watch standard. Sold it got a Planet Ocean and never looked back.

Yes he showed me that tool, but there where no leaver in it, like you see in the video, it was just that one, and then you have to screw it by the hand.
The thing I noticed was that it was made out of hard steel
does anybody know if there are official omega caseback unscrew devices that are made out of for example hard plastic, that should not make marks.

Best Regards Christian

Okay, i Only Saw the collar ring piece, i May assume they have the case oppener also, he did not describe how they use it.

Regards christian

I would say if you bought this watch from an AD 3 weeks ago and you found something on the dial I would contact them first and show it to them in person to rectify this problem. Take a good photo of the flaw so that your AD can forward it to their head/boss. I wouldnt let anyone open my watch because it is basically brand new and opening your watch might fix the initial problem but a new problem might occur which what happened right now. Im pretty sure if you purchased a watch from an AD you have 1 month to check and make sure you are happy with the timepiece and if you found something specially inside the watch they have the liability to replace it or refund your money. Of course they will push for the warranty claim to prevent company from dealing with this problem but if you insist nicely they have no option but to replace it and you might get a bonus strap. Based on my own experience and at the moment still waiting for a brand new timepiece and a free leather strap as a compensation. Cheers

I have had my 21 year old Seamaster 300M, which I have worn 24/7 except for a few hours here and there when I put on a dress watch, cleaned 3 times by Omega headquarters in NYC. That is where my AD sends it for maintenance. This takes about 2-3 months to get done. The watch comes back looking like brand new with never a scratch on it.

If that annoys you, wait until you get your first real one. It’s better to just deal with it. This will be training for what is to come.

Removing a hair & leaving a scratch is pretty amateurish. Professionals would offer a solution, not excuses.

I understand how you feel. Ordered my wife a brand new Cartier and when I went to pick it up it was already scratch... obviously handled to demo to some else. In the end they fixed it with a light buff... but disappointing nevertheless for something shiny and new... I’d ask for new case back.

And hey, I don’t mind scratches on my watches but In this case, I doubt you’d have scratched the case-back so no don’t accept it.

I would be bothered if this happened to me, especially if it happened at an AD. An Omega certified technician should be able to remove the case back without damaging it.

well, my self if this happened to one of my watches, i will never leave the AD with this defect. But, always make a good relationship with AD, you will be very satisfied with result.
i think replacing a case will be easy and less cost if it is a normal (not limited edition) version. So with little talk there and there, im sure u will get a new case . GL

If it's an AD and authorized service center, I would absolutely expect ZERO scratches from case opening. AD and authorized service center means they should be trained by Omega and using Omega tools.

This is coming from someone who actually doesn't care about every day bumps and dings. But it's unacceptable for Omega's own service center to be scratching the caseback like that.

And I'm surprised how many people here are complacent in saying that it's ok...

I've only had one experience with a watch being serviced by the AD and coming back scratched/dented. I always take a photo of the watch sitting on top of the same day's newspaper when I drop off at the AD for service. The watch in question was an Audemars Piguet Rubber Clad. When the watch returned from service the rubber bezel had a number of indentations which were not present when I brought the watch in for service. The AD and Audemars Piguet asked no questions, simply apologized and sent the watch back to have a new bezel installed.

No excuses for a professional watchmaker to scratch a case, bezel, etc.