Omega Service Not responding for 14 days straight

Hi enthusiasts,

i bought my first omega watch, a Speedmaster Moonwatch just over 14 days ago via the online Boutique. The watch is just great, but the box the box for storing the watch e.g. during traveling broke on day one, meaning that the button for closing it detached itself from the fabric after the first usage. I contacted Omega immediately via the online Form, 14 days ago, with photos and explanation.

A week after not hearing anything, I also called the local contact number in Germany. The Service/Sales representative promised me to take care and also acknowledged that not hearing something for 7 days is not their preferred experience for their customers. However, I never heart from him also for the next week.

I must say a real bummer for a product this expensive. For sure the watch itself is a stunner and of highest quality. But in this price range I also expect the box around it to be.

Any similar experiences lately?
Kind regards,
Sebastian

Hey Sebastian,

It's irritating for sure, but something that they will fix.

It sounds like you're hitting the double edged problem of reduced staffing (around Covid), and the beginnings of the summer holidays seasons.

It may be worth trying to go through your local Omega Boutique, rather than customer service - maybe give them a call and ask for help?