Getting an uneasy feeling…

[dnichols021161]

I dropped off my SMP 300M coaxial (purchased from an A.D. in 2010) at the Omega boutique to see if they could resolve an intermittent issue I’ve been having whereby, once in a while, the date doesn’t quite chance completely (see my previous post) It’s been at the service center for around three weeks, so I called today for a status.

The store rep that’s been helping me (a really nice guy) informed me that the service center report listed in their estimate; “insufficient amplitude” (apparently not covered by the warranty?) and damage to the case back indicative it being opened by a non-authorized service center.
How can the watch be under warranty and exhibiting a mechanical issue (i.e., the insufficient amplitude) and it not be covered? Is Omega saying they warranty everything except that the watch will keep proper time? Regarding the “case back damage”…The watch had been sent in for repair previously when I found a dust mote under the crystal. I brought it back to the Jewelry Store where I’d purchased it. Now I’m wondering if they opened it themselves and just told me they’d sent it in.

Most interesting is that there is no mention of the date change issue that I brought it in for to begin with.

The Omega rep. said he’d try to get additional information and get back to me but I’m getting a very uneasy feeling. What do you think everyone…should I be nervous?

[Original scope]

Hold your ground and work your way up the ladder!I would think they would make good. Is this the same AD you took it to before?

[dnichols021161]

Hold your ground and work your way up the ladder!I would think they would make good. Is this the same AD you took it to before?

Depends on what you're asking me. I bought it from Ben Bridge Jewelers...they were an A.D. at the time. (They aren't an AD any more...I've been told that since Omega is opening their own storefronts, they've reduced the number of AD's so as to avoid having to complete with themselves).
At any rte, I took it back to Ben bridge to have the dust mote removed...if any "unauthorized case opening happened..it would have been then.

The recent drop off was at the newly opened Omega Boutique. They in turn sent it to the Seattle service center. That's where the report has come back from.

I must admit, I'm feeling like things are lining up to be a problem for me.
1) Service didn't even mention the issue I brought it in for
2) Service claims an unauthorized opening...I can't prove otherwise. I can only forward their accusation to another place (who isn't an AD any more). what's their motivation to make me happy?
3) Service claims an non-covered problem. If I fight it, can't they just claim it was cause by the "unauthorized opening"?

Like my post title says...getting an uneasy feeling

[chris c]

As long as you have your paperwork from Ben Bridge Jewelers you ought to be okay. Stand firm and good luck with getting your watch repaired.

[dnichols021161]

I appear to be getting closer to a resolution...or...at least the story is starting to make sense.

Omega service center states that my SMP was serviced improperly as evidenced by damage to the case back and an improper service indicator "dot". The AD - Ben Bridge Jeweler's - confirms that they have a service record for my watch, but they sent it to a local watch smith (Omega Certified) who did the work, not the official service center. The difference between "Omega Certified professional" versus "Omega Service Center" is where the problem started.

Omega service says the "unauthorized" work voids the warranty and that's why their recommended service is not covered. If I cover the cost myself, it will be $485 for a complete service, plus an additional $400 or so for some optional cosmetic work. On the plus side, if I do pay to have the service done, I get a new 2 year warranty.

Ben Bridge has offered to service the watch for me themselves (for free) but I feel like I'd be perpetuating the issue since it's the "themselves" part that started the issue to begin with. The villain in my situation is starting to look like Ben Bridge. If they had just sent the SMP into the service center like they were supposed to, I'd be fine. I feel like Omega could be a bit more understanding about this and help me out here, but I can't really blame them for not wanting to be responsible for someone else's work.

So, my choices appear to be: Turn the watch over to Ben bridge again and hope their "certified" tech. does a better job this time...or...Pay for the service myself and chalk it up to education.

I'm leaning toward the 2nd option and then trying to negotiate a refund for the service from Ben Bridge. I doubt I'll be successful, but I'm rapidly reaching the point where the money isn't worth the hassle.

Comments? Suggestions?

[tigerpac]

My advice --- Try to get money back from Ben Bridge first - if they do it, send to Omega. If they won't do it, then see Ben Bridge they can fix the problem themselves. They should be able to.

If that doesn't work out, you're in the same position, you can take it Omega and pay the piper. But might as well try the refund route and then free route.

Good luck!!

[M4tt]

Surely Ben Bridge are liable if they were responsible for voiding the warranty while doing warranty work? Surely Omega cannot be too pleased with this state of affairs either as it brings their name into disrepute. Thereseem to be far too many cases of people not sending the watches where they say should.

[Saxon007]

I believe I would take it to Ben Bridge and because their prior screw up damaged your watch and voided your warranty I would insist they send it to the Omega Service Center at their expense.

If they refuse I would inform them that I would send it to the Omega Service Center and they can either pay the bill or face a suit for the bill plus damages (x3 in my state) in small claims court.

[dnichols021161]

Surely Ben Bridge are liable if they were responsible for voiding the warranty while doing warranty work? Surely Omega cannot be too pleased with this state of affairs either as it brings their name into disrepute. There seem to be far too many cases of people not sending the watches where they say should.

Hi M4tt:

Yes, I agree that Ben Bridge is liable. Hopefully, they'll make good on this for me. What concerns me is that this all happened right in the middle of Omega's business model transition where they decided to sell via their own "branded stores". So, even though Ben Bridge was an AD, they aren't any more. That leaves me wondering if Omega has any pressure to exert on them.

On the positive side is that Ben bridge is an AD for Tissot (which is also part of Swatch...as is Omega). We'll see, fingers crossed.

[aardvarkbark]

I'm leaning toward the 2nd option and then trying to negotiate a refund for the service from Ben Bridge. I doubt I'll be successful, but I'm rapidly reaching the point where the money isn't worth the hassle.

Trust your instincts. Omega can't be responsible for someone, even a past AD, sending it to someone other than one of their service centers for warranty work, which is a clearly stated requirement in their printed warranty. So don't expect 'understanding' from them; it would be unreasonable to do so. You'd be wise to let Omega do the complete maintenance service because they may find/correct things the BB watchmaker wouldn't. And as you state, you get a fresh 2 yr warranty. BB is clearly liable for your warranty being voided. I can't imagine undertaking the hassle of a small claims court action. Rather, you should get a statement in writing on letterhead from Omega (or an email from the service center) indicating that BB's unauthorized work voided the warranty. Take this to the store manager where you bought it and ask for the name and title of the regional manager or corporate exec to whom you should bring your request for reimbursement. Often the threat of filing a complaint with your states's Consumer Protection division of the Attorney General's office or the BBB will bring resolution that doesn't require going to court. I'd think the store manager would find a way to come up with the $485 just to keep the matter from coming to the attention of others higher up.