Omega

Hallo Everyone

I want to know if other people have had problems with omega service, particularly with vintage watches. I sent my Ploprof 600m to them for an estimate to repair (via Goldsmiths) as the winding stem had broken however, when the sales person called to tell me the cost (1450 GBP for a full service with warranty or 500 GBP for stem repair and no warranty) I decided it was too expensive for me and asked them to return the watch without any intervention. What happened next completely shocked me and this is the reason I am asking if other people have had a bad experience at the hands of Omega. I was informed that my watch had returned from Omega and I could go and collect it however, when I arrived at Goldsmith the assistant gave me my watch in an Omega service box and said little else other then pleasantries.   When I returned home I opened the box and my watch had indeed been repaired, not only that, the glass had been changed ( which I did not want as I liked the worn look) and the winding stem and crown replaced. The watch was, I thought, was working properly so I let it go however, over the next few days the watch keep stopping 2 or 3 times a day which did not happen before I sent it to Omega. I returned to Goldsmiths and told them of the problem and they said there had been no intervention on my watch. Clearly, this was not true, the glass and winding stem had been replaced so I pushed on my point and they telephoned omega and they said the same. Fortunately, I have photos of my watch before I sent it and can prove there has been an intervention so I am confident this will eventually be resolved however, the way the sales staff treated me at Omega is appalling as first of all they just dismissed my comments then when they agreed to send the watch back to Omega they refused to write down on the service request that the watch was originally sent in for just a winding stem replacement. 

I have to say, this is the worst customer service I have ever experience at a watch dealer and I await the response from the CEO of Omega, hopefully it was all a mistake. The Omega tech dept is supposed to be telephoning me in 6-8 weeks to disuss the issue, well do I need to say anymore!!!

Look forward to your comments 

...I will try to see this objectively from both sides.

First of all, I'm not ordinarily inclined to recommend Omega for service of vintage watches due to the extreme cost. However, for some rare and valuable models, they may be the only ones with access to parts.  Certainly after 2015, that's going to be the case when Swatch ceases to sell parts to independent watchmakers.

Here's what I think happened over in Switzerland.  Omega likely received your watch, logged it in, assigned it to a technician to inspect and also to write a report for the purposes of computing an estimate on repair.  In doing so, they likely discovered what you already knew -- that the winding stem was broken and the crystal was no longer water resistant.  These parts are relatively inexpensive and they just went ahead and did those replacements without being asked.   

IMO, it would be impossible for anyone to properly diagnose any issues with your watch without doing a thorough inspection of the movement.  Anytime this is done to a vintage watch, there is a risk of creating additional issues which may not have been evident before such an inspection. If you had chosen to let Omega proceed, the "start-stop" issue should have been routinely fixed.  However, since you chose not to have Omega do the work, they put the watch inside one of their service boxes (for shipping safety) and sent it back to the Boutique.

The crystal may have been compromised and no longer moisture resistant and as you stated, the stem needed replacement anyway.  I once sent a rare watch to Omega in New York simply to have a cracked crystal replaced which was not available from anyone else.  They did no other work (as the watch had been serviced and was operating properly) and sent the watch back in the same red travel box.  I was thrilled that they would do that for me.

Things like crystals, stems and crowns are considered to be wear and tear items.  Replacing them with the proper OEM parts generally does not detract from value or function.  If anything, it enhances them by providing additional environmental protection for the dial. This is where most of the value resides in an expensive vintage watch like a ProPlof.  It's no different that replacing tires or changing the oil in a classic car.

My thought would be to go ahead and find a good local independent watchmaker to re-inspect the watch before beating up Omega.  It may very well be that a routine service (that you say the watch required anyway) will clear up the issue you are having.  If not, then you will be justified in going after Omega.

Then you will be good to go for a good, long time.

gatorcpa

 

 

. . . went in for service by my independent watchmaker with hands fully filled with aged lume.

Upon return, the hands were re-lumed, and not to my liking.  I asked to have the fresh lume removed, and now, it looks like this.

I had asked my watchmaker to leave the watch untouched externally, but there are times when the process of restoration renders that intent impossible, and this was one of them.  The hands had to be cleaned, and loss of original fill was the consequence.

My sense is the same was true in your case.  Sometimes, you can't always get what you want. 

Cordially,

Art

 

Yes, you are so right! Really sorry it ended this way for you my issue was also around keeping the watch looking aged and original.

Well, have had a response from Omega and although still insisting that there had been no intervention (even though clearly the stem and glass must have been replaced) they are going to investigate. Still no response form the CEO, well not surprised really!

I am still thinking of a new Omega SM 300 purchase even after all this. Am I crazy? Will keep you guys updated with developments!

[watch credit: rsr / photo credit: Dr No]

. . . then welcome to the asylum ;-) . . .

Well guys an update on my issues with Omega service.

I got the call back Omega promised however, all is not well! The technician agrees that the watch did not have any intervention. I am gutted that omega can just lie through there teeth when clearly some has intervened to replace the winding stem( there was no winding stem present when I sent the watch) they say that the tech might have pushed it back in without opening the watch, WHAT!!!

So I cant trust Omega but do I buy a new SM 300?

For vintage, I avoid sending them to the Manufacture, except to JLC because I know them very well, and I give my watches to a special watchmaker.

In other cases, I give my vintage watches to a watchmaker in France. I find it safer.

As to answer your question, it all dépends on the love you have for the new Seamaster 300. I would say yes, but if you are very deeply gutted...

Best,

Nicolas

Well guys following my experience at the hands of OMEGA service the manager of Omega called me last week and left a message to contact him with a proposal that 'I might find acceptable' ohhh. Well I did make contact with him and this is what he said would I be interested in accepting a free service as a gesture of good will, normally of course I would bite his hand off but I have now sold the Proplof as since sending it to OMEGA it just would not run continuously since .I have to say the watch was sold considerably under priced to a dealer for 2000 GBP, so no a service wont work for me! I then thought my SM 300 I was wearing, maybe Omega would service that for free then I thought no no no no,  really lost confidence couldn't risk it not for my favourite watch. So, I make a suggestion to him, why not make a contribution to the new SM 300 I have decided to buy, he starts spluttering and says he will have to get back to Omega what, you said you are the manager, you called me!

Well, the top end is he is 'going to get back to me' Don't worry I will also be getting back to you guys with any developments! So the moral of the story is... (fill in the blank)

The Seamaster 600 / Proplof has some particularities that requires our attention.

First, the monocoque case (I don't have an exploded view here) to be opened requires the removal of the bezel, glass (that may crack - is mineral glass) and several rings and gaskets until one can reach the movement (to do any maintenance).

Those 70's gaskets, made of rubber, or they melt or they crack, leaving material that can contaminate the movement.

Those old dial / lume also leave contaminants that may affect the proper movement operation.

That is the reason why any professional organization insists on a full maintenance every time they open a vintage watch because the simple opening of the case (not that simple for the Seamaster 600) can spread contaminants all over the movement.

About the service cost, Omega (and other manufacturers) have a detailed price table for maintenance on their web site.

No surprises there. To maintain a vintage watch, the price is higher than a modern one.

Thanks,

Nilo