Do Omega do 'goodwill'?
Discussion
Bought a blue AT from an AD in December 2016. (I LOVE this watch)
AD sent off under warranty for not 'getting going ' after a wind, only just within the 4 year warranty - Nov 2020 roughly. That work came back with a 2 year warranty too - unexpected, but relevant to the question!
Now, it's not holding charge for more than about 6 hours off the wrist.
I accept it's out of warranty now, but this was a huge purchase for me and it's gone goosed twice in my ownership.
I THINK a £450 service will fix it but that's a lot of money right now so I wondered if anyone's any experience of a car-like "well it's only been in our network so here's a contribution" kind of thing?
I know it's an expensive item and brings costs to maintain, so maybe I just have to suck it up, I'm just a bit gutted that a £5k watch has failed twice in 8 years.
Edit: Gratuitous photo. Can't ever take it off though!
Thanks for any advice/experience.
AD sent off under warranty for not 'getting going ' after a wind, only just within the 4 year warranty - Nov 2020 roughly. That work came back with a 2 year warranty too - unexpected, but relevant to the question!
Now, it's not holding charge for more than about 6 hours off the wrist.
I accept it's out of warranty now, but this was a huge purchase for me and it's gone goosed twice in my ownership.
I THINK a £450 service will fix it but that's a lot of money right now so I wondered if anyone's any experience of a car-like "well it's only been in our network so here's a contribution" kind of thing?
I know it's an expensive item and brings costs to maintain, so maybe I just have to suck it up, I'm just a bit gutted that a £5k watch has failed twice in 8 years.
Edit: Gratuitous photo. Can't ever take it off though!
Thanks for any advice/experience.
Edited by Bear-n on Saturday 9th July 13:10
This might sound silly but how sure are you that the watch is ever fully wound? Do you ever manually wind it and if so how much? Very often in this situation it is just that the watch is always in its last few hours of life whilst it’s worn then dies overnight.
If this might apply just give the watch 40 winds or so by hand and see how long it runs for after that with daily wear and taking it off at night.
If that fails then off for a service I reckon.
If this might apply just give the watch 40 winds or so by hand and see how long it runs for after that with daily wear and taking it off at night.
If that fails then off for a service I reckon.
LC23 said:
I have found Omega to be excellent with customer service and if something is genuinely faulty (rather than just wear and tear) they tend to sort it out a their cost.
Yep, phone them and speak to them. They gave me 20% off a fault on an 18 year old watch as a gesture of goodwill. This is reassuring - thanks for responses. I'll ring where I bought on Monday and see where I get to.
And yes I've given it a full wind - interestingly, it just kept winding - although it's been mostly a daily so rarely needed winding, I'm sure it used to provide resistance at around 50, but none now..just keeps winding! And that does extend the life more, but nothing like the couple of days it used to be able to run for off the wrist.
But thanks for feedback - much appreciated.
And yes I've given it a full wind - interestingly, it just kept winding - although it's been mostly a daily so rarely needed winding, I'm sure it used to provide resistance at around 50, but none now..just keeps winding! And that does extend the life more, but nothing like the couple of days it used to be able to run for off the wrist.
But thanks for feedback - much appreciated.
Bear-n said:
Apologies, have clearly got my dates mixed up. It must have been late 2019/early 2020 as I remember the world fell apart & I wasn't able to collect it again for quite a while.
Fair enough.I wouldn't go full Karen, but would definitely push for at least a contribution (ask them to cover in full and negotiate backwards).
It's not really on for a 5 grand watch to go 'wrong' twice in less than 6 years.
It's completely kaput now, absolutely lifeless.
Gutted.
Edit: just rang AD who took just the kind of attitude that you've all suggested they would, so will pop it in and see what happens.
Cheers.
Another edit: it's gone off now. AD was stumped that it was completely dead, so let's see what Omega say (it's 4 months out of warranty).
Gutted.
Edit: just rang AD who took just the kind of attitude that you've all suggested they would, so will pop it in and see what happens.
Cheers.
Another edit: it's gone off now. AD was stumped that it was completely dead, so let's see what Omega say (it's 4 months out of warranty).
Edited by Bear-n on Saturday 23 July 13:07
I ordered a deployant clasp and nato strap for my Speedy from them. It took 3 months to arrive having been quoted 2 weeks. I went to the shop and they were so apologetic they actually gave it to me for free. I think they figured I may come back and buy some watches, whereas the strap and buckle was only 300 quid.
It was the Bond st store. They’ve always been very friendly there and let me browse.
It was the Bond st store. They’ve always been very friendly there and let me browse.
Bear-n said:
It's completely kaput now, absolutely lifeless.
Gutted.
Edit: just rang AD who took just the kind of attitude that you've all suggested they would, so will pop it in and see what happens.
Cheers.
Another edit: it's gone off now. AD was stumped that it was completely dead, so let's see what Omega say (it's 4 months out of warranty).
Glad it’s getting sorted, but be aware that Omega’s current repair/service lead time is 12 weeks. Gutted.
Edit: just rang AD who took just the kind of attitude that you've all suggested they would, so will pop it in and see what happens.
Cheers.
Another edit: it's gone off now. AD was stumped that it was completely dead, so let's see what Omega say (it's 4 months out of warranty).
Edited by Bear-n on Saturday 23 July 13:07
MarkJS said:
NDA said:
It can be quicker... my Planet Ocean was only a couple of weeks. Probably a bit of a lottery.
I have a watch with them at the moment and that's what they're quoting on service work - but true, they did say that they're trying to expedite warranty work where possible.Well it looks like a happy ending, although I'm disappointed at Omega's initial stance and that the AD had to step in. Omega have milked the condition of it (I wore it nearly every day, so obviously had scratches!) and it doesn't have any impact marks other than one on the left side of the casing from knocking against a lift door a month after purchase - Omega knew this though as it went back to them two years ago for the same winding issue, which they clearly didn't fix!
Anyhow, 3 sides to every story and all that - but after a s
t week I'm very grateful to the AD picking up the phone and sorting this out for me so I didn't have to - first I heard was an email telling me that everything was resolved - great service. Berry's in Leeds if anyone cares.
Thank you all for sharing your experiences.
Dear Mr Bear-n
I hope my email finds you well today.
I write with reference to the Omega watch left with us for repair as we’ve now received the associated estimate details from the Omega Service Centre confirming works required. Please see below:
Diagnostics/notes:
- Presence of heavy scratches and/or impact marks
- This watch needs a full maintenance service
- The winding mechanism is faulty
- The crystal is scratched
- The bezel is scratched
- The case is scratched
- The case back is marked
- The bracelet / strap is scratched
- The bracelet / strap shows typical signs of wear and tear
Required works/replacement parts:
Complete service incl. crown and case tube - £480.00
ETA: 16-18 weeks from approval of estimate (subject to parts availability and final testing/quality control).
Having reviewed the above I was surprised to learn the watch was in need of another full service despite it not yet being 3 years since the last one but did of course note the points from the Service Centre to state that the watch shows signs of heavy wear – “Presence of heavy scratches and/or impact marks” which looks to be the cause of the issues.
When a watch is knocked hard enough to sustain damage to solid metal, it is very likely that any issues with the movement will manifest themselves in one way or another and not necessarily immediately. The movement is a precision instrument with many components manufactured to within 2 hundredths of a millimetre (0.02mm). It fits very tightly inside the cavity of the case & is secured by small movement screws. There is a central pivot on which the hands are fitted & which passes through the dial & movement.
A shock can cause many different problems within the movement:
Parts of the movement can become out of alignment.
The dial can be knocked off centre, pressing against the central pivot.
The movement has very small jewels set in jewel holders which contain the lubrication, a knock or shock can re-distribute the lubrication onto parts of the movement where it should not be.
The teeth on the wheels can bruise, causing unwanted friction.
The hairspring can be damaged or knocked out of centre.
The balance pivots can be damaged.
Any one of these problems can cause the watch to loose/gain time, stop or have insufficient power-reserve. The only way to correct any of these issues is to carry out a complete service so that the movement can be dismantled, the damaged parts identified and replaced, the lubrication removed, movement cleaned and the movement re-assembled & re-lubricated.
Nevertheless I have queried the estimate with the Omega Service Centre in light of the service history and I’m pleased to advise Omega have agreed to cover the works under extended warranty as a gesture of goodwill only. The only fees therefore applicable and payable by you will be £30.00 to cover postage/insurance.
I trust this is a satisfactory outcome for you but I would stress that any future issues resulting from incorrect use/accidental damage will remain fully chargeable.
The timescale quoted above will remain applicable to the works being undertaken but please rest assured we will of course be in touch to advise just as soon as works are complete and the watch is ready to collect.
Your patience in the meantime is very much appreciated.
Anyhow, 3 sides to every story and all that - but after a s
t week I'm very grateful to the AD picking up the phone and sorting this out for me so I didn't have to - first I heard was an email telling me that everything was resolved - great service. Berry's in Leeds if anyone cares.Thank you all for sharing your experiences.
Dear Mr Bear-n
I hope my email finds you well today.
I write with reference to the Omega watch left with us for repair as we’ve now received the associated estimate details from the Omega Service Centre confirming works required. Please see below:
==========================================================================================
Diagnostics/notes:
- Presence of heavy scratches and/or impact marks
- This watch needs a full maintenance service
- The winding mechanism is faulty
- The crystal is scratched
- The bezel is scratched
- The case is scratched
- The case back is marked
- The bracelet / strap is scratched
- The bracelet / strap shows typical signs of wear and tear
Required works/replacement parts:
Complete service incl. crown and case tube - £480.00
ETA: 16-18 weeks from approval of estimate (subject to parts availability and final testing/quality control).
========================================================================================
Having reviewed the above I was surprised to learn the watch was in need of another full service despite it not yet being 3 years since the last one but did of course note the points from the Service Centre to state that the watch shows signs of heavy wear – “Presence of heavy scratches and/or impact marks” which looks to be the cause of the issues.
When a watch is knocked hard enough to sustain damage to solid metal, it is very likely that any issues with the movement will manifest themselves in one way or another and not necessarily immediately. The movement is a precision instrument with many components manufactured to within 2 hundredths of a millimetre (0.02mm). It fits very tightly inside the cavity of the case & is secured by small movement screws. There is a central pivot on which the hands are fitted & which passes through the dial & movement.
A shock can cause many different problems within the movement:
Parts of the movement can become out of alignment.
The dial can be knocked off centre, pressing against the central pivot.
The movement has very small jewels set in jewel holders which contain the lubrication, a knock or shock can re-distribute the lubrication onto parts of the movement where it should not be.
The teeth on the wheels can bruise, causing unwanted friction.
The hairspring can be damaged or knocked out of centre.
The balance pivots can be damaged.
Any one of these problems can cause the watch to loose/gain time, stop or have insufficient power-reserve. The only way to correct any of these issues is to carry out a complete service so that the movement can be dismantled, the damaged parts identified and replaced, the lubrication removed, movement cleaned and the movement re-assembled & re-lubricated.
Nevertheless I have queried the estimate with the Omega Service Centre in light of the service history and I’m pleased to advise Omega have agreed to cover the works under extended warranty as a gesture of goodwill only. The only fees therefore applicable and payable by you will be £30.00 to cover postage/insurance.
I trust this is a satisfactory outcome for you but I would stress that any future issues resulting from incorrect use/accidental damage will remain fully chargeable.
The timescale quoted above will remain applicable to the works being undertaken but please rest assured we will of course be in touch to advise just as soon as works are complete and the watch is ready to collect.
Your patience in the meantime is very much appreciated.
Edited by Bear-n on Tuesday 23 August 14:55
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