“Nach meiner aktuellen Erfahrung mit Oris Switzerland muss ich den Kundenservice von Oris leider sehr kritisch bewerten!
Meine Uhr wurde vor rund fünf Jahren für ca. CHF 2’500 gekauft. Nun musste bereits zum zweiten Mal ein Service durchgeführt werden. Für die aktuelle Totalrevision inklusive Bandpolitur wurden CHF 450 verlangt, wovon allein CHF 60 fürs Polieren des Armbands verrechnet werden.
Was mich jedoch wirklich irritiert hat, ist die Zahlungspolitik von Oris:
Der gesamte Betrag muss vollständig im Voraus bezahlt werden, bevor überhaupt mit der Reparatur begonnen wird. Anschliessend soll die Revision trotzdem rund 10 Wochen dauern.
Auf meine höfliche Nachfrage wurde mir erklärt, dass man diese Praxis eingeführt habe, weil gewisse Kunden ihre reparierten Uhren zurückerhalten und danach „vergessen“ hätten zu bezahlen.
Mit Verlaub:
Eine Premium Marke sollte ihre Kundschaft nicht pauschal unter Generalverdacht stellen.
Gerade bei hochwertigen Schweizer Uhren erwartet man Vertrauen, Servicequalität und ein Kundenerlebnis auf entsprechendem Niveau. Stattdessen entsteht hier der Eindruck, dass ehrliche Kunden die Konsequenzen für einzelne Negativfälle tragen müssen.
Vollständige Vorauszahlung, lange Wartezeiten und gleichzeitig ein Kommunikationsstil, der impliziert, dass Privatkunden potenzielle Zahlungsausfälle darstellen, passen für mich nicht zu einer traditionsreichen Schweizer Uhrenmarke.
Die Uhren selbst gefallen mir nach wie vor sehr gut. Der Kundenservice und insbesondere die Abwicklung im Reparaturbereich haben mein Vertrauen jedoch deutlich beschädigt.”
“Bought pro pilot new. Never worked. Lost time, stopped after 8 hrs. Talked to store...try this, try that. Then I was told to buy a watch winder, $300. They put it on the winder and it stopped! Nice. They send it to Oris. Ghosted. Been several months. Doesn't matter now the store has bought it back from me and made me a great deal on a different one. Upgraded. And it worked!”
“Everything started when I emailed Oris customer service to report that a strap I ordered had not been delivered. I had to wait four full days for a reply, and despite me attaching the full UPS conversation showing it was lost, the employee (Philipp) simply said, “You received the watch,” completely missing the point.
I chased again send the confirmation from UPS about the lost item, and only after another day Philipp aknloledge it without any sorry for the experiece, followed by a refund, without any attempt to resend the strap. On my first message I had clearly asked for the strap to be resent immediately, but this was completely ignored.
At this point, I complained, and a different person (Inan) stepped in. He apologised and offered to send the strap with a goodwill gift straight away on them. I appreciated that gesture and even offered to pay if necessary. But the following day, the same employee who caused the poor service from the start Philipp reappeared, and told me to place a new order myself.
I escalated the matter to the CEO. One of them, Rolf Studer, replied late at night, apologised, and said that Inan would contact me the next day to resolve it. I expected the obvious: “Your strap has been shipped this morning with a small gift and that would have been the end of it. Instead, Inan’s “solution” was to replce the order.
After a week of back-and-forth, involving the CEO, and clearly being a loyal customer (I spent £1,500 on a watch just a month ago and £130 on this strap), the minimum gesture should have been to send the strap free of charge and apologise properly.
This is not luxury service. Those are amateurs, and Oris as company is transactional, short-sighted, and entirely lacking in hospitality or luxury feeling. I will never deal with them again.”
“Oris Australia don't have skilled watchmakers / repairers, meaning if your watch requires repair (as my faulty watch did just out of its warranty period) it needs to be sent back to Switzerland.
Rather than take any responsibility for their poor manufacturing quality, they quote an exorbitant amount to fix their inferior watch, figuring they have you at their mercy.
Very poor communication and after sales service (using Covid-19 as an excuse for their ineptitude); they clearly do not stand behind their product, preferring to just walk away having already made a healthy profit on their initial overpriced sale.”
“Purchased an Oris watch recently and simply couldn't be happier, the watch is stunning, build quality is superb and value for money is great. Without a doubt I would recommend this brand before many other well known Swiss watch makers.”
