Omega - unhappy customer

[Se7enheaven]

Quick run down of the issue. Bought my wife an Omega Constellation watch ,beginning of December 22. Cost of 5.6K. Note that watch is gaining time ,and return to shop and report time gain to them. Shop says they will monitor watch for a week and check the issue.
Shop doesn’t get back in touch after 7 days, so I call them. Apparently they have already sent the watch back to Omega. I ask when ,and they say 7 days ago. So basically it appears they didn’t monitor it at all and just sent it straight back. They now tell me it could be away for 26 to 28 weeks !
Both my wife and I are very unhappy with the service ,and the watch and to be honest ,and would like our money back. Before I commence this communication with them do you think we have a valid case for a refund ?

Edited by Se7enheaven on Monday 20th February 13:10

[Rick101]

In a word. No.

[Ninjin]

That's nothing wrong with Omega but the AD who handled it.

Any decent watch shop should of had the tools to quickly de-magnetise it (if it was a mechanical watch) whilst you wait to take away anything simple.

Then again, the newer Omega's with co-axial movements, should be magnetic resistant. Not sure about the ladies.

To be honest, I would be happier it being back at Omega than at an AD.

In regards to refund, I doubt i very much after such a long time.

[Mr_C]

I expect it’ll be back a lot sooner than they’re quoting

[gregs656]

The shop obviously haven’t handled it very well. I am pretty sure any warranty work has to go back to Omega so surprised they didn’t just tell you that and give you a time frame for repairs.

[Muzzer79]

Se7enheaven said:

Quick run down of the issue. Bought my wife an Omega Constellation watch ,beginning of December 22. Cost of 5.6K. Note that watch is gaining time ,and return to shop and report time gain to them. Shop says they will monitor watch for a week and check the issue.
Shop doesn’t get back in touch after 7 days, so I call them. Apparently they have already sent the watch back to Omega. I ask when ,and they say 7 days ago. So basically it appears they didn’t monitor it at all and just sent it straight back. They now tell me it could be away for 26 to 28 weeks !
Both my wife and I are very unhappy with the service ,and the watch and to be honest ,and would like our money back. Before I commence this communication with them do you think we have a valid case for a refund ?

Edited by Se7enheaven on Monday 20th February 13:10

I can understand your frustration having spent north of 5 grand, to have your watch not working properly and be told that you'll be without it for half a year.

The dealer has handled this badly, rather than Omega.

I would tell them that such a timeframe is unacceptable. You may have a case for your money back, but you may have more success if you roll that £5.6k into another watch with them, should you want to go down that route.

[Se7enheaven]

Thanks for the various replies.
Yes I’m definitely more frustrated with the Dealer than Omega themselves. The AD is a supposed well respected ,and recommended establishment , but obviously I’ve found out to the contrary.
I’ll give myself time to cool down a bit ,and then approach them with my “ unsatisfied “ experience and go from there.

[gregs656]

Se7enheaven said:

Thanks for the various replies.
Yes I’m definitely more frustrated with the Dealer than Omega themselves. The AD is a supposed well respected ,and recommended establishment , but obviously I’ve found out to the contrary.
I’ll give myself time to cool down a bit ,and then approach them with my “ unsatisfied “ experience and go from there.

Omega are pretty stacked at the moment. From recent experience I expect you'll get it back in around 12 weeks.

[anonymous-user]

Rick101 said:

In a word. No.

Does the consumers right act 2015 specifically exclude watches or something?

A watch that can't keep time isnt exactly fit for purpose or of satisfactory quality.

I'm assuming the issue was raised outside of the first 30 days so the retailer does have the option of repair or replacement, however:

If the consumer requires the trader to repair or replace the goods, the trader must—
(a)do so within a reasonable time and without significant inconvenience to the consumer

Half a year isnt a reasonable time frame in my humble laypersons opinion. It's a watch, not a Supercar.

You lot should be encouraging the OP to stop being so nice and exercise his rights as opposed to seemingly defending a watchmaker that can't build a product that can fulfill its sole function for longer than two months

[pistonheadforum]

Do you still want the watch?

If so - wait for it to come back and ask for a loan watch. Put on your sad face and look like you might want to leave a poor review. Do this when the shop is nice an busy.

Assuming it's a reputable dealer.

If you don't want the watch then contact your credit card supplier about rejecting the goods a being not fit for purpose and the resolution being unnaceptable.

Sounds like the dealer handled this badly and should be making aments to improve matters.

[Se7enheaven]

pistonheadforum said:

Do you still want the watch?

If so - wait for it to come back and ask for a loan watch. Put on your sad face and look like you might want to leave a poor review. Do this when the shop is nice an busy.

Assuming it's a reputable dealer.

If you don't want the watch then contact your credit card supplier about rejecting the goods a being not fit for purpose and the resolution being unnaceptable.

Sounds like the dealer handled this badly and should be making aments to improve matters.

The experience has somewhat left a bad taste. So my wife has stated she would be happy to have our money back if she’s honest.
Paying close to 6K for a watch that is unable to keep time, and yet is marketed as one of the most reliable timepieces does really show that it’s not on after only 2 months of ownership.

[Se7enheaven]

Has anyone else had issues with a watch having to go back under warranty after only a very short ownership period ?

[CrgT16]

A watch that doesn’t keep time is not good but these days most watches that function is secondary. It’s a piece of jewellery/fashion. To keep time accurately any cheap Casio will do a better job than most mechanical movements.

[andy tims]

How much time was it gaining?

[Se7enheaven]

andy tims said:

How much time was it gaining?

Just under 5 mins over 2 weeks.

[Craigybaby69]

Se7enheaven said:

Has anyone else had issues with a watch having to go back under warranty after only a very short ownership period ?

Yes…a Longines Hydroconquest about 8years ago. I’d had it about 4-6 weeks if I remember correctly. Was running fast and outside their quoted tolerance so they were very helpful sending me packaging and fixing it, although I seem to remember a lack of communication once I’d sent it off…good luck, whatever happens.

[pistonheadforum]

Se7enheaven said:

Just under 5 mins over 2 weeks.

That's over 20 seconds a day (maths fans!) so it's presumable well out of spec.

Unless it's magnatised it sounds like it needs regulating/repair.

Asuming this was a new watch.

[TWW]

CrgT16 said:

A watch that doesn’t keep time is not good but these days most watches that function is secondary. It’s a piece of jewellery/fashion. To keep time accurately any cheap Casio will do a better job than most mechanical movements.

Not a hugely helpful comment is it?

Not sure why you’d even be on this section of the forum with that attitude.

OP: this is poor communication from them and you’re entitled to be frustrated.

Good idea to cool down. Make sure you go in with a solid understanding of what you want from them. If it’s money back, make this clear from the get go.

Good luck and sorry you’ve been disappointed

[a_dreamer]

If only you'd kept the watch you'd not have to wait as long for the repair to come back.

[85Carrera]

a_dreamer said:

If only you'd kept the watch you'd not have to wait as long for the repair to come back.

With apologies to the OP, this did make me chuckle