What would you consider a fair response?

veluna

1) a polish/refinishing sufficient, since the watch is now back to specification?
2) a goodwill gesture to be a normal and appropriate response?
3) a case replacement to be more appropriate given the circumstances?
4) or even a replacement of the entire watch, considering the level and value of the piece?

veluna

The work was done properly and, visually, the watch looks fine. However, I can't help feeling that I now have a watch that has been “worked on”, rather than the untouched new watch I originally purchased. Even though the scratch was properly removed, the case had to be refinished, which inevitably means that some material was removed. This is something that genuinely bothers me, particularly on a watch that was purchased new and where all of these issues have, unfortunately, resulted from Omega's own interventions or handling rather than from anything I have done.

Annapolis

I understand the desire to want a new watch to be perfect. It’s not irrational. But it is unrealistic: I guarantee you Omega has never produced a perfect watch. (Neither has Patek, for that matter.) It all just comes down to where on the continuum between barely to deeply imperfect your watch falls, and what your personal tolerance for imperfection is.

By having the watch operated on, you’re presumably trying to move it in one direction on that continuum but risk moving it the other way instead. …I’d suggest that the thing that needs to move sometimes is, you know, you.

Dan S

I would be satisfied with repairs under warranty. It's annoying, but things occasionally happen and that's what warranties are for. You just had bad luck. If you want to see what you can pry out of the AD's hands for "goodwill", that's up to you.

ninman

I'm going to weigh in on this, because, why not? Surface level, superficial scratches from a strap change or fitting a bracelet do not affect the watch at all. A 10 second polish removes them and it removes almost no material from the watch. When you wear the watch you won't even notice it.

bsowers34

I was lucky, the OB manager put the bracelet on my Snoopy, and it's perfect. Exactly why I will not do strap changes myself, too much risk of scratches on the lugs.

Evitzee

Yep, Omega uses old fashioned springbars for bracelet/strap attachment (and different sizes for each!) plus tiny screws for link sizing. Contrast with a Cartier Santos, you can change bracelet/straps using a push piece, and links can be removed using a fingernail or toothpick to push a button on a link, no other tools required. An owner can change straps or adjust links easily by himself. They are at a similar price point and quality level, but Richemont is way ahead of the Swatch Group in looking at customer convenience. And there is nothing wrong with quick release springbars, they are widely used in the industry.