: What I am about to say can be difficult if not impossible. That
: said. Watches like stocks, buy the company not the counter sales
: person or a slick talking stock broker. Sometimes it is
: difficult. In the USA I would always suggest a call to the
: Better Business Bureau (BBU) to see if there are any complaints
: and how were they handled. SWATCH is trying too improve service,
: in the USA, by opening and financing service centers along with
: several other brands. In the US Rolex supports 4 watch repair
: schools, plus of course their own training center in PA. Hyak
: (SWATCH) like other corporate owners realize that their sales
: will suffer if consumer cannot get decent service on a watch.
: I've heard horror stories about the Stern agency, read Patek, in
: NYC. The biggest problem is simply the lack of certified AWIC
: and Swiss certified watchmakers. This is in both Europe and
: especially in the US. Reputable watchmakers are out there, not
: necessarily in the store where you purchased. That is one
: answer, next ship it to Hyak and tell him to fix it or you will
: file a complaint for failure to meet contractual obligations.
: Your warranty. If you have such civil laws in England. Believe
: me, they don't want the negative press.
: Holmes
First, my history. Two years ago I sent a SeMP to Bienne for regulation (15 secs off as I recall). The watch was dropped about 5 feet onto tile (damned airport screenings!) so was not covered by warrenty although there was a few WEEKS remaining when I shipped it. The watch was there six weeks, came back running well within COSC standards. ADDITIONALLY, they repaired the date "turn over time" as I had changed the date between 10:00 PM and 2:00 AM and it was changing somewhere around 15 minutes off. They did send a little not telling me to be carefull. That was it- no charge.
OK, the difference, as I see it, I sent directly to Omega Bienne. (the jewelery store is in business to make a profit, warranty work is negative cash flow. Yes, even if they just pack it up and ship it. If they need to, or can, they will find a way to bill you). Also, the more people that handle your watch, the greater the chance of "accidental dammage". C'mon now we all sometime drop stuff- the kid in shipping is no different. Maybe, maybe not but when I pack-it and ship it myself I KNOW it got there OK.
Another thing, I included a note with my watch. I explained what the watch was doing (didn't mention the date) and finished the letter with a line about how much I liked their product and owed 4 of them. Shameless brown-nosing? Maybe. Responsible for my positive experience? Maybe.
Before I threatened anybody, I would try the honey approach. Write Omega telling them how much you love you watch and baby it. Show them the pictures. (only a watch idiotmo would photograph his watch, right?) Detail what you watch was doing and it's exact condition when it left your hands. Tell them you're concerned about this becomng SOP everytime you send one of your Omegas in (nobody willing pisses off a repeat customer, expecially of luxury products in a bad economy). Detail how you inqiured on 'several' watch forums to get others peoples experience with Omega because you were genuinely shocked (ahhh, not only is Herr Boyster a repeat customer but he knows how to besmirch our good name publically, although he hasn't do so YET).
Finally ask them if this is just a misunderstanding (maybe the jeweler didn't explain properly?) This allows them to save face( Oh now we see! yes of course it's a warranty repair- Goldsmiths didn't explain that to us!)
You can yell and accuse them all you want....but, they have your watch.
Don
