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Poor warranty service

T
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I'm crossing posting this from TRF (made some edits):

I've had my speedmaster 1957 triology LE for about 7 years nows, and I absolutely love the watch.

https://www.omegawatches.com/en-us/w...31110393001001

In the late spring the watch stopped working - the watch would just stop randomly, definitely within 48 hours of a full wind (it has an 1861 movement). Sometimes it happens within 5 minutes of a full wind, sometimes it happens more than 24 hours. I've tried to isolate the problem to whether or not the chronograph is running but it seems to happen either way. If the chronograph were running (and then stopped due to this defect), stopping and restarting the chrono would seem to restart the entire watch movement.

Sent it to Omega via my AD at end of May and just got it back yesterday (9/11). With tax the service was just a tad over $1k. They included a baggy of all the parts they replaced.

To my dismay, as I'm wearing my watch, it continues to have the same exact problem!

Obviously I've already reached back out to my AD, but it's super frustrating to not have had the watch for 4 months and for Omega still not have fixed the issue I sent it in for.
 
sonicosa
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Your title "Poor Warranty service" is confusing, because it doesn't sound like you've had an experience with a warranty service yet.

It sounds like you'll be pursuing that soon though, and I hope they resolve the issue quickly for you.

I've had to take several watches back to watchmakers over the years because they failed to address an issue to my satisfaction or a new issue was introduced during the service. I just consider that a reality of enjoying mechanical watches.
 
V
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Beautiful watch! Completely understand your frustration, especially since you've been waiting for the watch for so long.
It is rather unusual that the issue wasn't resolved after the complete service with multiple worn parts replaced. I hope they can expedite it this time.
 
Evitzee
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Frustrating, yes, inconvenient, yes, but you have a warranty to get the problem sorted out. Odd that a full service didn't fix the stopping issue which is usually the sign of a watch needing a service, especially after seven+ years.
 
ErichKeane
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My experience with the Omega repair shops is that they don't do a great job of post-change validation. I think they tend to take the complaint, replace parts that are the likely culprits, do a basic-function-check, and send it back.

I had my railmaster go back THREE times (under warranty at least!) to the Seattle service center. My initial complaint was 'helicoptering' (you could hear it going crazy when you spun the crown!), and noisy rotor.

It got back with a pair of replaced parts. However, at that point, the rotor was INCREDIBLY loud. I'd wear it and move my arm, then have 20 seconds of a LOUD "WRRRRR".

I sent it back, and it came back with a completely silent rotor (I actually presume: not/barely moving at all based on the rest...), but would die on my wrist overnight. I would wear it all day, then it would just die at some point in the night. Sent back, and it came back right. For me, 3rd time was the charm 😀

At least since it was reasonably 'modern', each step was only ~ 4 weeks....
 
T
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sonicosa sonicosa
Your title "Poor Warranty service" is confusing, because it doesn't sound like you've had an experience with a warranty service yet.

It sounds like you'll be pursuing that soon though, and I hope they resolve the issue quickly for you.

I've had to take several watches back to watchmakers over the years because they failed to address an issue to my satisfaction or a new issue was introduced during the service. I just consider that a reality of enjoying mechanical watches.
You're absolutely right - should be labeled just "poor service". I'll give an update when I find out more from my AD!
 
Gruesome
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I've had a similar problem with a service by IWC (problem not fixed at all); it's disappointing to hear that the same can happen at Omega. Still, anybody can have a bad day, but you'd think for $1k they'd do some quality control before sending it back...
 
YVR785
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Keep sending it back until they get it right. There is no alternative to this. Coming from experience.

You're still under the 2-year service warranty.
 
WatchClarity
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YVR785 YVR785
Keep sending it back until they get it right. There is no alternative to this. Coming from experience.

You're still under the 2-year service warranty.
Yep, completely agree. Be persistent and stubborn. Remember, you paid thousands for this watch, and deserve top level service.

Please report back here if it gets/doesn't get resolved.
 
YVR785
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WatchClarity WatchClarity
Yep, completely agree. Be persistent and stubborn. Remember, you paid thousands for this watch, and deserve top level service.

Please report back here if it gets/doesn't get resolved.
Persistent yes, but do it amicably. No need to be over the top with the staff at the service centre. My experience has been that they are very reasonable and will go above and beyond to get it right. It might just take lots of back and forth.
 
colonel
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I find that s are variable but once Omega or Rolex get my watch they do a great job. Just send it back to them. Not sure whether your watch was sent to Omega Switzerland or a local repair centre. The frustration is really annoying.
 
WatchClarity
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YVR785 YVR785
Persistent yes, but do it amicably. No need to be over the top with the staff at the service centre. My experience has been that they are very reasonable and will go above and beyond to get it right. It might just take lots of back and forth.
100% agree, by persistent and stubborn - I don't mean in a rude way!

Apologies - as a Brit, persistent and stubborn politeness comes naturally 😁
 
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