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Strap change in Omega branch and lug damage - thoughts?

Davidt
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That’s is very poor. You cannot scratch three lugs that deeply without a) some effort and b) realising it.

I get the urge to help a customer but surely common sense says “I’ll leave this for someone who knows what they’re doing and just fess up”. Thank your lucky stars you didn’t go for some new brake pads with a simiar outcome.
 
W
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B Breen88
It was an Omega Boutique within a Goldmsiths jeweller, so Omega staff were there, whether or not it was passed to a Goldsmiths colleague i don't know.

The Omega manager was very apologetic to be fair to her, and she also commented that she was amazed with how calm i was, most people would have lost their temper with that level of damage apparently! She did however admit that no one in the store was trained to change straps, so in future they will just decline. Wish she'd mentioned this beforehand!

Thanks everyone for the comments, i called them today and they're saying that if Omega deem it unrepairable to original standard then they will replace the case and align the serial number etc. I fully plan to buy the tools and do any strap changes myself in the future, this was my first major watch purchase and perhaps i was naive on the level of consistent care that you can expect from Omega boutiques. My dealings with Omega up until this point have been exceptional so i really had no reason to doubt them on this occasion. But now i know.

I'll let you know how this one ends, but this will be minimum 3-4 weeks before i see the watch again.
If the case will be replaced try 3 - 4 months
 
rob#1
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‘She did however admit that no one in the store was trained to change straps, so in future they will just decline. Wish she'd mentioned this beforehand!’ WTF! An OB, and inside a large jewellery store? I know some people will say it’s unsurprising, but it is outrageous.
 
tyrantlizardrex
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rob#1 rob#1
‘She did however admit that no one in the store was trained to change straps, so in future they will just decline. Wish she'd mentioned this beforehand!’ WTF! An OB, and inside a large jewellery store? I know some people will say it’s unsurprising, but it is outrageous.

If it’s an Omega counter within a Goldsmiths branch, it’s not an OB - it’s an AD with an Omega counter (and probably other brands too I would imagine).

The AD will pay Swatch for the privilege of having a “store in store” but the staff will be hired by and paid by the AD, not Swatch group.

I’m led to believe that “technically” you need to have a member of staff trained as a “technician” for them to be qualified for things like bracelet/strap/battery changes in store now…
 
E
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Geeze - recon they could have at least taped up the lugs. It's what i do.
 
502 to right
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B Breen88
She did however admit that no one in the store was trained to change straps, so in future they will just decline. Wish she'd mentioned this beforehand!

I am shocked that an Omega AD would not have someone properly trained to make bracelet/strap changes or adjustments. I'm additionally shocked they would allow an employee to attempt this job without the proper training. These watches are worth thousands of dollars!!!

I am thankful I have basic watch repair skills so I can adjust and swap bracelets/straps on my own (with the proper Bergeon screwdrivers and springbar tools--including the 7825 tweezer springbar tool) and not have to rely on AD's.
 
Evitzee
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502 to right 502 to right
I am shocked that an Omega AD would not have someone properly trained to make bracelet/strap changes or adjustments. I'm additionally shocked they would allow an employee to attempt this job without the proper training. These watches are worth thousands of dollars!!!

I am thankful I have basic watch repair skills so I can adjust and swap bracelets/straps on my own (with the proper Bergeon screwdrivers and springbar tools--including the 7825 tweezer springbar tool) and not have to rely on AD's.
Why shocked? These are businesses, and trying to hire qualified people these days costs money, and if they aren't sufficiently used it is a drain on the bottom line. I agree that if someone isn't on staff that has been trained how to do this they should just say, 'sorry, we can't do that' and hopefully know someone local who could do that for them. Frankly, I'm shocked that people blindly go back to an OB to have links removed or a strap changed. Do it yourself, you'll be a better man/woman for it.
 
Starman71
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I had something similar happen. I bought a very hard to find speedmaster and took it to my local watchsmith to have a bracelet put on. The owner did the work and handed it back. When I got home I looked more closely and saw the same damage. I agonized about whether to potentially destroy the relationship and in the end I didn't say anything. But now its been a couple years and I've never been back. I've learned to do this work myself, using tape. If I scratch my watch at least I have only myself to blame, and I seem to be at least as competent as anyone.
 
Dan S
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B Breen88
She did however admit that no one in the store was trained to change straps, so in future they will just decline. Wish she'd mentioned this beforehand!
I think I missed this comment when originally reading. I'm not shocked given the current employment situation around the world, but it's really not acceptable. I suspect that it's a service many brands expect their retailers to perform. I have been told that Rolex ADs are even required to purchase a special screwdriver tool that heats the screw to release the threadlock adhesive. While I would never go to a retail store to have a strap changed or adjusted, I think that the vast majority of watch owners would absolutely think it was the recommended approach.
Edited:
 
PATRICK JP
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B Breen88
Hello,

I’m new to the forum so hi everyone!
I wanted to get some views on the lug damage that an Omega store caused to my new Seamaster Worldtimer. I took the watch straight back in after I noticed the damage and they were apologetic but seemed to think that it would polish out?!

Do you think this is repairable or should I be asking for a new case?

Ive shared 1 lug, 3 of the lugs are like this.
DA731482-65B1-4F23-95D3-BDFF3448F931.png


Thoughts much appreciated.

Thanks
Mike


I think that is a rather abnormal and excessive scratch which highlights that the person trying to change the strap did not really know how to do it. Usually it is better for people not to improvise like that… especially on a new watch. Unacceptable.

I would ask for repair or a case replacement.
 
the_drunk_dial
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Have them appraise it in its scratched condition, and the difference is what they owe you.
 
B
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Ok we have reached a conclusion on this.

After 3 weeks the watch came back from repair and I was invited to collect it from the store. They had polished the lugs, but due to the depth of the scratches I’d say 80% we’re still visible. They also informed me that it had NOT been back to omega but to a watch repair specialist.

I informed them that a) the watch was not repaired to as new, which they had verbally agreed to (or they change the case) and b) it was not sent to Omega as also agreed.

Starting to lose my patience, I firmly asked for them to replace the watch. I was asked to return to the store in 1 hour once the store manager came in.

When I returned to the store, the manager greeted me and immediately apologised and explained that the watch will be replaced!

It took a few days but sure enough the watch has now been replaced and I’m just relieved frankly. I wasn’t sure if a replacement was even an option, but it has restored some faith in the Omega brand.

I’ll be much more careful to change my own straps going forward….
 
Evitzee
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That's a good outcome. To avoid problems in the future you need to learn to change straps yourself, don't put yourself at the mercy of people who have no clue what they are doing.
 
the_drunk_dial
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Good that they replaced it. Polishing is not a way to repair it since they will definitely devalue your watch if you ever traded it in with signs of polishing.
 
mutanthands
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I find it quite ridiculous that they wouldn't just send it to Omega, like what was agreed!

Glad it all worked out well in the end, but what a faff!
 
PATRICK JP
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B Breen88
Ok we have reached a conclusion on this.

After 3 weeks the watch came back from repair and I was invited to collect it from the store. They had polished the lugs, but due to the depth of the scratches I’d say 80% we’re still visible. They also informed me that it had NOT been back to omega but to a watch repair specialist.

I informed them that a) the watch was not repaired to as new, which they had verbally agreed to (or they change the case) and b) it was not sent to Omega as also agreed.

Starting to lose my patience, I firmly asked for them to replace the watch. I was asked to return to the store in 1 hour once the store manager came in.

When I returned to the store, the manager greeted me and immediately apologised and explained that the watch will be replaced!

It took a few days but sure enough the watch has now been replaced and I’m just relieved frankly. I wasn’t sure if a replacement was even an option, but it has restored some faith in the Omega brand.

I’ll be much more careful to change my own straps going forward….

That’s how it should have been done. I think they tried to hide the issue from Omega so that they would keep their authorised dealership as I very much doubt Omega would be pleased to see how a brand new of their watches was butchered for the sake of a lack of a properly trained personnel… They would take it as gross mis-representation of the Omega brand as I believe that contractually, in connection with the authorised dealership, there is a list of pre-requisites which the ability to properly replace, adjust, etc… straps/bracelets will be. Necessarily.
Edited:
 
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