Omega Boutiques unnecessary customer experience hostility

scapa · Sep 19, 2019

I've generally had good experiences at the boutiques, but the last time I was in trying to order the OEM rubber for my 2018 SMP300 I had to sit there for around 40 minutes while they a) messed around trying to find the SN for the watch and b) quoted me the wrong price repeatedly and c) refused to sell me a set of springbars to install with the band when it arrived because they were "matched to the watch." Go figure, but my guess is that when I go back to pick up the strap it will be a different story,. They seem to have a 100% monthly staff turnover.

Evitzee · Sep 19, 2019

Archer
Not a new policy...been that way for some time. From the Omega Customer Care Policy:

"OMEGA can only guarantee the hold of the bracelet/strap which is foreseen for a model. Therefore, the fitting of a bracelet/strap which is not intended for a watch should not be carried out within the official OMEGA network."

If you insist, they will sell you one, but are not supposed to not fit it to the watch. They will also tell you that they will have no liability for any damage coming from fitting a strap or bracelet that isn't meant for a specific watch.

That's an interesting policy, especially since Omega always seems to be hawking straps and accessories on their website.

I wanted a blue cordura strap and deployant for my blue CK2998 since I didn't like the leather strap with tang buckle it came with. I got the strap number on OF from someone's past post and went in to the boutique in San Antonio on Jan 4th, a cold and rainy day and no one in the boutique at 11am. Told them what I wanted, they looked it up and said they had it in stock, but no buckle, but they took one off one of their watches in stock and their watch guy swapped it over. They were glad to do it, no problems whatsoever and had a nice chat with the manager and staff. I suppose it just depends on the staff and how much they are motivated. Maybe they size up the customer and gauge whether he knows what he is talking about or it is a newbie who just might cause problems down the road.

Archer · Sep 19, 2019

Evitzee
Maybe they size up the customer and gauge whether he knows what he is talking about or it is a newbie who just might cause problems down the road.

I doubt that's the reason...

64Wing · Sep 19, 2019

Very unfortunate to hear this!

I had a somewhat stand-off-ish initial experience when I stopped at the only boutique near me. I just wanted to see some pieces in-person and wasn't buying that day. They knew it. But they were still respectful, even if I did feel a bit under the microscope.

However a few years later I stopped in with my Speedy for an adjustment to the bracelet and was treated VERY well.

Krish47 · Sep 20, 2019

I have been to Brisbane OB multiple times, they are the best guys whom i have dealt with (Much friendlier than an AD in my experience). Though i haven't bought any watches from them , i have bought rubber strap and gave my aquaterra for a service...

STANDY · Sep 20, 2019

tritto
I've had no issues buying spring bars in Australia. I live in a state that has no OB or ADs. I sent an email to the OB in Sydney and they were happy to sell me two pairs of 2208s and two pairs of 2207s. They charged $1.70AUD per bar. The postage cost was a bit silly so I asked a work colleague who would be nearby the following week to pick them up. Smooth as silk.
They were also happy to quote on a 1998/849 bracelet and end links.

Same as above never a problem getting Sydney to send a few pairs of spring bars to Darwin. Got a few sets with the ST2 and time before that, I got sent a few sets for free from them.

I do have the Aussie CEO of Omega,s phone number (And he does visit here 😉)

watchos · Sep 20, 2019

64Wing
However a few years later I stopped in with my Speedy for an adjustment to the bracelet and was treated VERY well.

Should have walked in with my AT on one hand and Speedy on the other 😉

64Wing · Sep 20, 2019

watchos
Should have walked in with my AT on one hand and Speedy on the other 😉

Sometimes, I gather that unless you're wearing something "worthy," you may be snubbed.

This shouldn't ever happen, but sometimes it does.

If I was a consultant for the AD/OB network, I would stress that there is absolutely no way you can know who has the coin to be a buyer and who doesn't simply based on their appearance in your store.

When I work with high-dollar folks, some do dress snazzy and wear pricy watches. But the majority of them are very unassuming. One in particular wears jeans and denim shirts all the time, has a ponytail and a beard...he makes more money in a year than I'll make in my entire life X2

Just no excuse for providing anything less than a repeatable, high-level experience to everyone that walks in that place

Blackdog · Sep 21, 2019

I have had only good experiences with the Madrid OB. Excellent, respectful treatment every time. I always found the personnel to be more than reasonably knowledgeable.
I recently bought a CK2998 from them and am very happy with the experience. Clearly no discount on the price, but that's to be expected on a LE that's essentially sold out in pretty much all ADs. We sealed the deal by email (I'm based in Holland) and they shipped the watch to me insured and at no cost. And they included the nice 50th lunar landing anniversary Space Pen in the box.

BradleyJ. · Sep 21, 2019

My local Omega wasn't really welcoming when I first went in asking questions. To be fair I'm a Jean's, skate shoes and harley tshirt kinda guy. As soon as I made a purchase their attitudes changed. In fact I have the ladies email now so I can usually ask questions without going in and now I just say to order whatever it is via email and I don't even have to leave a deposit. Apparently they trust me now.

But on the other side of the coin, I went into a different dealer near my work and there were 2 knuckleheads in there asking all types of dumb questions and you could just tell they weren't gonna buy anything. I'm sure they get a lot of tire kickers as does any buisness

Pepe Lucas · Sep 21, 2019

I had only great experiences with my OB. I have been doing business with them for a long time. I got a nato strap for a PO and they gave me some extra spring bars, later I lost one and gave me a second pair at not charge. Last month I took a Constellation quartz (I didn’t buy it from them) that I lost the pin and inner tube that connects the head of the watch with the bracelet. They didn’t have them in stock so they had to order them. In a couple of days they had them and installed them for free.

scapa · Sep 21, 2019

64Wing
Sometimes, I gather that unless you're wearing something "worthy," you may be snubbed.

This shouldn't ever happen, but sometimes it does.

If I was a consultant for the AD/OB network, I would stress that there is absolutely no way you can know who has the coin to be a buyer and who doesn't simply based on their appearance in your store.

When I work with high-dollar folks, some do dress snazzy and wear pricy watches. But the majority of them are very unassuming. One in particular wears jeans and denim shirts all the time, has a ponytail and a beard...he makes more money in a year than I'll make in my entire life X2

Just no excuse for providing anything less than a repeatable, high-level experience to everyone that walks in that place

Yep. I've had very similar experiences in OBs in Canada and the UK, as well as in countless high-end audio stores also back in the day. It seems an old-fashioned, shortsighted way to do business, one that poorly represents the brand and does little to spark interest from the broader base of buyers who will someday sustain it.

Pilot85 · Sep 22, 2019

I’ve had a good experience in the Madrid OB

Unfortunate to hear this experience though..

Speedmasterfan88 · Sep 22, 2019

Taddyangle
I go to the San Diego Omega Boutique and they are always more than accommodating with anything that I need. I have gone there many times after vacation to get my spring bars replaced, as I was worried that the salt water would rust the spring bars. They have always replaced them for me, and this last time they added that they are stainless and wont rust. They have ordered me links and clasps and have always fitted my bracelets. The level of service has been exceptional.

Same for the OB over here in Frankurt. Very friendly staff and the watchmaker as well as the manager and staff are always excited when I walk in with a rare vintage piece they haven’t seen or hold before. And I haven’t even bought a single watch there yet.

Cheers,
Max

thatonewatchdude · Sep 22, 2019

it is unfortunate that the experience will be different at every Omega boutique on a global perspective, with the initial issue it is general that parts including spring bars are not sold to customers as the parts are within a boutiques inventory specifically for technicians if there is a technician on site or a watch maker. Those parts including spring bars are consumed within the workload of the technician or the watchmaker, and their inventory is limited to whatever they may have so you will experience some boutiques who do have low traffic will generally have a smaller inventory thus limiting them to be sparing with these parts and most likely strictly incorporating them with service work. I would recommend bringing your watch in with a strap and without springbars if you visit that boutique again.

SpeedyPhill · Sep 24, 2019

Quote
it is unfortunate that the experience will be different at every Omega boutique on a global perspective...
End quote
... well that's reality and I prefer to go to a well established watchmaker who can service vintage watches, making time so I can be present and see the repair or services 👍 ... I see no reason why I should ever go into a OB

SG90 · Sep 24, 2019

64Wing
Sometimes, I gather that unless you're wearing something "worthy," you may be snubbed.

This shouldn't ever happen, but sometimes it does.

If I was a consultant for the AD/OB network, I would stress that there is absolutely no way you can know who has the coin to be a buyer and who doesn't simply based on their appearance in your store.

I was always told by my father to never wear a watch into a watch shop.
If they have a snobby attitude then leave.

My mother always removed her jewellery before entering a jewellers too.

If my money is no good to Omega then I can go to Rolex.

The buyer should hold the power and never feel intimidated by rude staff.

...maybe watching that scene from Pretty Woman should be part of all retail staff training.

Archer · Sep 24, 2019

SG90
If my money is no good to Omega then I can go to Rolex.

Not if you want a SS sport watch at retail!

SG90 · Sep 24, 2019

Archer
Not if you want a SS sport watch at retail!

Very true and of course when you get good customer service then there is no issue.
But the sentiment remains the unchanged.

Foo2rama · Sep 24, 2019

My OB famously offers expanding clasp mods on all Seamasters and PO’s when you walk in.

Omega Boutiques unnecessary customer experience hostility

scapa

Evitzee

Archer

64Wing

Krish47

STANDY

watchos

64Wing

Blackdog

BradleyJ.

Pepe Lucas

scapa

Pilot85

Speedmasterfan88

thatonewatchdude

SpeedyPhill

SG90

Archer

SG90

Foo2rama

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