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I have a Seamaster Chrono (Bond with a stopwatch; if you will) and the only time it didn't reset to zero was when there was a problem with it. A minor one, but a problem none the less. Pressing the reset button, lightly or hard, should always zero it out. I don't know if this guy is trying to save himself from some warranty work, or he plain doesn't know. But something is awry and I think you'd be best off by having it checked out by the actual jeweller instead of the salesman.
Again, I'd go with 'better off safe than sorry'.
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