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Unsatisfactory Service from Omega

C
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In the past, I've used a local watchmaker to service my watches. He retired. I had a thread here a year or so ago asking for recommendations, someone's local watchmaker, begging Archer to take me as a client...
To no avail.

My beloved 2534.50 needed a service, so I sent it to the mothership via an AD. $600 and three months later, I got it back... and the longer I looked at it, the less satisfied I was with the work. When it left, the bezel was in alignment. It returned out of alignment - the triangle will not center at the top. I was trying to learn to live with that when I noticed that one of the links seemed loose. Upon further investigation, I found a broken pin and missing collar. That made me look further, and found that the bracelet had clearly not been disassembled and inspected. I removed and inspected two of the links and examined the pins and collars, and it was clear that both the pins were well worn and needed replacement, and one of them appeared to be flattened at one end, as if in a vice. (!!!). I assume the remaining pins are similarly out of specification.

I sent them a message and they offered to send me a FedEx label to return the watch to them again, with no time frame for return.

Has anyone else had similar poor service from Omega here? Am I wrong to expect that servicing the bracelet would be included in the service, as it states on their website?

I'm already thinking I should send my pieces to Nesbit's in the future, but was wanting to get feedback on my expectations.
 
SkunkPrince
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I've complained numerous times here about the clowns at the Miami service center, which is why I send my modern Omega pieces to Nesbit's now.

But do send it back, they usually get it right the second time....
 
C
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I suppose if you have a watch in your shop for six months, it might fix itself by osmosis.
 
SkunkPrince
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C ChiefMark
I suppose if you have a watch in your shop for six months, it might fix itself by osmosis.
Actually, I suspect (but do not know) that when a watch comes back right away, that it doesn't go through the same assembly line but is cared for by a real watchmaker, because the second time around, the work is always flawless.
 
alam
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C ChiefMark
..I'm already thinking I should send my pieces to Nesbit's in the future, but was wanting to get feedback on my expectations.

My 2254.50 arrived at Nesbit last week for routine service, two days later they followed with an estimate to complete the work - no begging was required, will let you know how it turns out.
Edited:
 
SkunkPrince
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alam alam
My 2254.50 arrived at Nesbit last week for routine service, two days later they followed with an estimate to complete the work - no begging was required, will let you know how it turns out.
I think you'll be happy... they did a terrific job on mine.
 
It's Hedley
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Is the pricing with Nesbit similar to Omega for a routine servicing ($550 at Omega for a non-chronometer)?
 
Evitzee
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It's Hedley It's Hedley
Is the pricing with Nesbit similar to Omega for a routine servicing ($550 at Omega for a non-chronometer)?
In my experience, yes.
 
140dave
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It's Hedley It's Hedley
Is the pricing with Nesbit similar to Omega for a routine servicing ($550 at Omega for a non-chronometer)?
It is similar to higher, I know on a chrono watch it is slightly more at Nesbit’s for the basic service. ($850 at Nesbit’s) They also do not include all internal part replacements that Omega does so sometimes it can cost more in parts as well. They do cover some of the internals, just not all, and they dont include hands or a couple other things standard at Omega. Sometimes that’s a plus, sometimes a minus depending on what you want and need done.

They are quick, nice, honest, family owned and run.
 
The Father
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Nesbit eh.

Contacted Omega Service in Culver City CA two weeks ago just to get a understanding of the procedure to get Omega Service.

Crickets so far.

Gonna call Nesbit in the AM
 
KeithS
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SkunkPrince SkunkPrince
Actually, I suspect (but do not know) that when a watch comes back right away, that it doesn't go through the same assembly line but is cared for by a real watchmaker, because the second time around, the work is always flawless.

Or something like that. I sent my 2531.80 to Omega for service last year. After 6 weeks, it came back missing the first position when I pulled the crown out (i.e. the crown would screw down when attempting to wind it). So back it went, but it only took two weeks to get it back in pristine condition.
 
alam
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alam alam
My 2254.50 arrived at Nesbit last week for routine service, two days later they followed with an estimate to complete the work - no begging was required, will let you know how it turns out.

Today, I received tracking information from Nesbit indicating the watch is on its way to me! -that's roughly four weeks later after the watch arrived at their shop for routine service- and I'm looking forward to get it on my wrist again! 😀
 
SkunkPrince
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alam alam
Today, I received tracking information from Nesbit indicating the watch is on its way to me! -that's roughly four weeks later after the watch arrived at their shop for routine service- and I'm looking forward to get it on my wrist again! 😀
They are definitely good people.
 
C
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I was trying to let this go, but... I returned the watch, the link that had a broken pin was wrapped up with the bracelet in saran wrap, and the letter enclosed with the watch explained the link, the issues with the bracelet servicing, and the bezel misalignment.

They regularly updated the service portal and shipped the watch back, I received it yesterday. They did not send back the extra link. I won't be able to wear this bracelet in the summer. They did not fix the bezel alignment.

I contacted them about sending me my link, and they promptly responded that there was no extra link included.

They are certainly leaving a bad taste in my mouth. On the bright side, they did replace all the pins and collars in the bracelet. I don't see the point in arguing with the service center (Miami) about what was or was not in the parcel I shipped them. I've just ordered a replacement link.

I actually have, sitting on my desk, a box that was ready to go containing a Railmaster Trilogy and a Speedmaster Professional I was about to ship to Omega for service, but I will not be using them. I'll likely be shipping this to Nesbit's tomorrow instead.

I hate having a bad experience with a brand I love. Leaves a bad taste in my mouth, for sure. I will never send a watch back to Omega again for anything but warranty service.
 
KeithS
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That's really frustrating. You'd think they'd make more of an effort to keep customers happy. FWIW, I've had much better experiences with the NJ service center. Maybe give them a try if Nesbit doesn't work out.
 
C
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KeithS KeithS
That's really frustrating. You'd think they'd make more of an effort to keep customers happy. FWIW, I've had much better experiences with the NJ service center. Maybe give them a try if Nesbit doesn't work out.
I would have been satisfied with a repaired bracelet and a note that the bezel alignment is within specs. I admit it’s barely off, with a stress on barely. Instead they sent it back without comment, kept or lost the link, and blew me off with a note that showed zero concern for customer satisfaction. The least stressful decision was to just move on, order a link, and consider it a lesson learned.
 
140dave
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C ChiefMark
I hate having a bad experience with a brand I love. Leaves a bad taste in my mouth, for sure. I will never send a watch back to Omega again for anything but warranty service.
Sorry to hear, that is really frustrating I am sure and cant say I blame you based on your experience.
Having said that I've had nothing but positive experiences with Omega service on modern watches like 2254 or 2531. I use Culver City, and I call them and speak to them before shipping a watch directly to them using my own packaging. Someone was saying they are slow to respond (maybe to email inquires?) but when I have called them directly, the local number, they pick up the phone and can answer questions. At least that has been my experience over the past few years w/3 different watches.
 
C
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140dave 140dave
Sorry to hear, that is really frustrating I am sure and cant say I blame you based on your experience.
Having said that I've had nothing but positive experiences with Omega service on modern watches like 2254 or 2531. I use Culver City, and I call them and speak to them before shipping a watch directly to them using my own packaging. Someone was saying they are slow to respond (maybe to email inquires?) but when I have called them directly, the local number, they pick up the phone and can answer questions. At least that has been my experience over the past few years w/3 different watches.

I have only heard positive feedback about them. I have to think this is an aberration. The first tech was looking forward to the holidays and skipped the bracelet servicing. The bezel was within tolerances. When they unwrapped the watch the second time, the extra link was tossed with the Saran Wrap.
See? I’m making their excuses for them. 🙄

Nonetheless, I’ll try an independent. Oh, how I wish my local hadn’t retired. ::facepalm1::
 
8100_RPM
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You could always try the Seattle Omega service center as that is where the OB's send their watches for service. A member of the Nesbit family is also the service center manager.
 
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