Community Stories

Simon Freese

J
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I too have unfortunately had a really, really bad experience with Simon, which I've kept to myself until now. A friend of mine also had a bad experience.

Four watches were sent in at different times and not a single good outcome on any of them.

My Father's Constellation which I was trying to get fixed for him (during which period he died) which was away for well over 2 years and after several failed attempts, came back with a completely different, refurbished dial after the original one was butchered. Damaged hands too.

Another piece, away for over 18 months and not touched, but sent back with an unscrewed crown.

Another Omega which Simon authenticated, and kept for over 15 months, didn't touch and when I got it back, found it to be a Frankenstein with no chance of getting my money back.

And lastly, a piece fixed very quickly, but which immediately developed the same fault. Then when I opened the caseback, I find a loose screw floating around, along with a missing movement holder/spring, which I then easily sorted myself.

Such a shame as I gave him so, so many chances to rectify things, communicate properly and not keep telling lies. All of which ended in failure. And still no response to my last two emails several months ago.......

Rant over!!
 
Omegafanman
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I have always been in awe of watchmakers being unskilled in the art myself. How they make and repair a strong, technical and functional device from hundreds of parts, some weighing a few milligrams never ceases to amaze me. For those time served and skilled individuals, it does at times appear to be somewhat of a monastic existence, which also seems extra relevant at this time of year. I imagine while we chew on our turkey and have our New Year’s Day celebrations some watchmakers might even be toiling alone in their workshop, like some lost elf in the grotto playing catch up. Given their numbers seem to be dwindling, as a community when possible we should nurture and support to keep independent watchmaking alive. Large scale corporate services can only do so much and for all their alleged cold efficiency it can lack a human touch (for better and for worse at times). To err is human but, when the computer says no you reach a new level of frustration.

In my previous comments above I have listed a physical location and some PM options to help if people have historic issues (and clearly some have which is regrettable). Many here (OF) have not had a bad experience and I am lucky to be in that contingent.

Being in festive mood I think Jeremy Paul, Keith Strachan and Leslie Stewart show us the best way forward, Hopefully 2025 will get some things back on track.

It's a time for giving, a time for getting

A time for forgiving and for forgetting

Christmas is love, Christmas is peace

A time for hating and fighting to cease

Christmas time (Christmas time), mistletoe and wine

Children singing Christian rhyme

With logs on the fire and gifts on the tree

A time to rejoice in the good that we see
 
Omegafanman
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P PaulMcElhinney
Having sent my Constellation to Simon for servicing in April 2023 I must confess I would never consider using him again. The watch was returned not in my red Omega service case but in a cheap plastic box. I queried this an he assured me that he would return it - he didn't. The watch would stop in the night, the self winding mechanism clearly wasn't working. I returned it to Simon and seven months later I kept getting nonsense excuses about why it wasn't resolved. I demanded the return of the watch by 1.11.24 otherwise I would commence county court proceedings, no reply, no watch. I commenced county court proceedings and secured the return of my watch (which still runs woefully) and my service fee refunded in full. Simon is so incredibly unprofessional. As other have alluded to he simply chooses to ignore emails and decline to return watches when demanded. I went through a divorce 20 years ago and immersed myself in work and I do not consider that unfortunate circumstance any mitigation. The only positive thing I can say is that he threw his hands skywards and paid up. Not a good experience.

P PaulMcElhinney
Having sent my Constellation to Simon for servicing in April 2023 I must confess I would never consider using him again. The watch was returned not in my red Omega service case but in a cheap plastic box. I queried this an he assured me that he would return it - he didn't. The watch would stop in the night, the self winding mechanism clearly wasn't working. I returned it to Simon and seven months later I kept getting nonsense excuses about why it wasn't resolved. I demanded the return of the watch by 1.11.24 otherwise I would commence county court proceedings, no reply, no watch. I commenced county court proceedings and secured the return of my watch (which still runs woefully) and my service fee refunded in full. Simon is so incredibly unprofessional. As other have alluded to he simply chooses to ignore emails and decline to return watches when demanded. I went through a divorce 20 years ago and immersed myself in work and I do not consider that unfortunate circumstance any mitigation. The only positive thing I can say is that he threw his hands skywards and paid up. Not a good experience.
It has taken an age for me to find your post. Millionaires Brad and Angelina have taken 8 years to reach a settlement, but clearly us normal folks need to get a move on. Just to be clear on your judgemental overview, Were you self employed or an employee when you went through your divorce or were you menial like a watchmaker or important like marketing or a lawyer? What level of involvement did your partner have in your business? It is easy to judge until you walk in another person’s shoes.
 
Archer
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It’s the nature of business that you can spend many years building a very good reputation, but it takes almost no time to ruin it. I hope that he is able to get things sorted and get back to satisfying customers again.
 
Omegafanman
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Archer Archer
It’s the nature of business that you can spend many years building a very good reputation, but it takes almost no time to ruin it. I hope that he is able to get things sorted and get back to satisfying customers again.
Who are you Archer, I am Alan Bessant, ultimately he also trades under his name which has to be respected.
 
UncleBuck
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Who amongst us has had life go as planned?

Honest faults, mistakes and misjudgments are unfortunate, bad intent is unacceptable.
Good communication is a plus, the comfortable security and delivery of your investment is the real measure.

Imho.
Edited:
 
Davidt
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I don’t think this should (nor do it think it has yet) turn into a witch-hunt or ad hominem attacks as everyone faces troubles at some point and needs to be cut a little slack and understanding. They’re only watches at the end of the day and are completely incomparable to someone’s health and well-being.

However, some of the experiences shared here, when viewed objectively are completely valid and can inform people’s decision whether or not to seek out the services of certain businesses or look elsewhere.

Certainly no one’s good name and reputation should be dragged through the mud, but this is a discussion forum and if people have had issues, even temporarily, I think sharing these so people know what to expect is fair.
 
UncleBuck
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Davidt Davidt
Certainly no one’s good name and reputation should be dragged through the mud, but this is a discussion forum and if people have had issues, even temporarily, I think sharing these so people know what to expect is fair.
Hear, hear! I feel we are sharing the same intentions.
 
Omegafanman
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UncleBuck UncleBuck
Hear, hear! I feel we are sharing the same intentions.
I only wish governments and corporations were held to the same rigour as sole traders ;0 and I again note that some of us are now personally identifiable, not just an internet handle, which should hold more weight in this increasingly ephemeral interweb age. I agree it is important to share experiences, but also to consider what outcome is required, and what will be the best outcome for all parties. Is anybody rushing to send their CK2998 to Omega ……super quick turnaround and new lume……
 
paddymoran
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I’ve no skin in the game but I’ve kept up to date with this thread. The experiences that individuals have endured (and they appear quite the norm) are truly shocking. I believe that this should be a space where all members are respected and I’d like to thank all those for sharing their experiences so we can benefit from them.
 
Archer
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Omegafanman Omegafanman
Who are you Archer, I am Alan Bessant, ultimately he also trades under his name which has to be respected.
I’m a watchmaker who has ran a servicing business along with a new watch business, and who knows that even in the best of times that it is difficult to keep both ends of the business satisfied.

I’m a watchmaker who has had a major personal issue (heart attack) cause major delays in completing the work I had promised to do. I was very up front about the situation (if you wish you can read the posts I made at the time here and aside from that I emailed every one of my customers from the cardiac unit) and because of that those customers stuck with me through it all with no complaints.

I’m a watchmaker who has recommended Simon many times to customers in the UK that I was either unable to accommodate, or customers who were skittish about sending a watch across the pond.

I’m a watchmaker that despite my best efforts has on a very few occasions not been able to satisfy the expectations of my customers. When that has happened, I’ve tried my best to rectify the situation the best I can. I’ve had failures in that regard as everyone has - no one is perfect.

You appear to have taken on the roll of being Simon’s advocate here, and I’m sure he appreciates that. I just want you to know that my previous post that you seem to have taken issue with was not meant to be critical of him, but is an acknowledgment of my understanding of what he is going through.

I think in your zeal to be his advocate you should remember that those who entrusted their watches to him and didn’t get the service they were promised have legitimate reason to be upset, and them posting here is valuable information for those who might be considering using him in the future. As I said I truly hope that he has things sorted and can get back to providing the great service that he was known for.
 
Fallout Boy
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👍

There are often three opinions: yours, mine, and a third - both of which we don't know.
 
B
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Sorry but taking on more work than you can manage, failing to communicate effectively to customers, even failing to return watches when promised are all the nature of being human and not coping BUT..

invoicing and returning back watches untouched is unacceptable. That trust once broken is lost forever.

I kept my experience to myself for 3 years thinking my experience was a one off.
Edited:
 
P
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P PaulMcElhinney
Having sent my Constellation to Simon for servicing in April 2023 I must confess I would never consider using him again. The watch was returned not in my red Omega service case but in a cheap plastic box. I queried this an he assured me that he would return it - he didn't. The watch would stop in the night, the self winding mechanism clearly wasn't working. I returned it to Simon and seven months later I kept getting nonsense excuses about why it wasn't resolved. I demanded the return of the watch by 1.11.24 otherwise I would commence county court proceedings, no reply, no watch. I commenced county court proceedings and secured the return of my watch (which still runs woefully) and my service fee refunded in full. Simon is so incredibly unprofessional. As other have alluded to he simply chooses to ignore emails and decline to return watches when demanded. I went through a divorce 20 years ago and immersed myself in work and I do not consider that unfortunate circumstance any mitigation. The only positive thing I can say is that he threw his hands skywards and paid up. Not a good experience.

Omegafanman Omegafanman
It has taken an age for me to find your post. Millionaires Brad and Angelina have taken 8 years to reach a settlement, but clearly us normal folks need to get a move on. Just to be clear on your judgemental overview, Were you self employed or an employee when you went through your divorce or were you menial like a watchmaker or important like marketing or a lawyer? What level of involvement did your partner have in your business? It is easy to judge until you walk in another person’s shoes.
Omegafanman Omegafanman
It has taken an age for me to find your post. Millionaires Brad and Angelina have taken 8 years to reach a settlement, but clearly us normal folks need to get a move on. Just to be clear on your judgemental overview, Were you self employed or an employee when you went through your divorce or were you menial like a watchmaker or important like marketing or a lawyer? What level of involvement did your partner have in your business? It is easy to judge until you walk in another person’s shoes.
Hello, I don't understand the Brad and Angelina analogy so forgive me for not replying to that point. I was in the police service. I'm assuming that you work in criminal defence law as you seem capable of defending the indefensible.
 
LuGr
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Regarding my situation, following some assistance from a member of this forum I have managed to get in touch with Simon who has refunded me the service costs and postage already paid plus the court fees I have incurred up to this point. For me, this brings the matter to a close.

I posted my experiences here for the reasons covered in @Davidt 's post. I read this thread before sending my watch to Simon and, If I had seen it as it is today, I would likely have made a different decision. Given that my issue has been resolved as a result of my posting here, I am incredibly glad that I did. Without my post here, I would have almost certainly been left to continue pursuing this matter through the courts.

@Omegafanman revealing your own personally identifiable information on a forum such as this does not give your voice extra weight. Forums are places where people can freely share share their experiences and ideas which is useful for the community as a whole.
 
M'Bob
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One thing to scrupulously keep in mind is not just the “what,” but the “when.”

We know there have been some very negative experiences posted here; and, we know that Simon had gone through a rough patch. But, where things can get murky is how these two things are correlated historically. We have heard he is trying to turn things around, in multiple ways. So maybe we ,let the dust settle a bit, give the turn-around a bit of time, and then re-post some recent experiences?
 
Evitzee
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M'Bob M'Bob
So maybe we ,let the dust settle a bit, give the turn-around a bit of time, and then re-post some recent experiences?
Easy to say if it wasn't one of your watches held hostage for up to two years. As Archer previously mentioned, you can lose your credibility pretty quickly, built up over years of previous good service, with a string of bad customer experiences.
 
M'Bob
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Evitzee Evitzee
Easy to say if it wasn't one of your watches held hostage for up to two years
You didn’t read my post closely.

I’m not discounting anyone’s discomfort or annoyance that this happened. I’m saying the guy was going through something, and it may have been during that time. He has pledged to improve, so let’s re-asses with some more recent experiences.
 
tikkathree
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paddymoran paddymoran
I’ve no skin in the game but I’ve kept up to date with this thread. The experiences that individuals have endured (and they appear quite the norm) are truly shocking. I believe that this should be a space where all members are respected and I’d like to thank all those for sharing their experiences so we can benefit from them.
And yet it's not so long since Simon was providing a very normal and satisfactory service. Over maybe as many years he has serviced maybe 6 chronos for me, usually in the "vintage" category. In fact he'd become my go-to guy and it was easy to think "send it to Simon" when a new / recent purchase looked to merit from some preventative maintenance.
I consider myself fortunate that my "skin in the game" is only a period bracelet.
 
Dan S
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M'Bob M'Bob
We have heard he is trying to turn things around, in multiple ways. So maybe we ,let the dust settle a bit, give the turn-around a bit of time, and then re-post some recent experiences?
Sounds fair. I assume you are volunteering to be the Guinea pig. Please keep us updated.
 
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