Oakley - Silly parts policy

[Civpilot]

Ok, among the few I have 4 Oakley watches. Really great quality and always feel good on the wrist. Chief among these Pieces is my original "Time Tank" in full titanium...

This is a stunning watch, the build quality is second to none and it's far lighter than it's bulk suggests.(I know this watch is now called the "Minute Machine" but I prefer the name "Time Tank" and thats what my manual and paperwork all say so nerrr)

I decided recently to buy an extra strap for the watch after seeing a Tank fitted with the brown leather...


Now seeing as the strap is held on with allen key bolts I figured this would be really easy to order a replacement and fit it.

How wrong I was...

Called Oakley UK sales line to be told "Sorry, you can't buy straps for that watch in the UK, Try our US head office. They might let you buy one"

Called California sales:- "Sure you can buy an extra strap, but you need to talk to customer service, I'll transfer you"

<cue crappy American chart music>

Customer service:- "Sure we can supply a leather strap for your watch, but you need to send the watch to us to fit the strap"

Me:- "Can I not fit it myself, I have the tool and it will take 30seconds?"

CS:- "Oh I know, it's real easy, but we need to do this ourselves here at Icon" (Icon is Oakleys California headquarters)

Me:- "hmmm.. o k ... How much is the strap fitted?"

CS:- "It's $95 and then we can send the watch back... but be aware we cannot send the watch to an international address"

Me:- "I have mentioned I'm in the UK?"

CS:- "Yes Sir you did, you can still send the watch here to us in California to fit your new strap, but we wont be able to send it back at this time as you do not have a US address. would you like to proceed?"

Me:- "erm... no, think I will give it a miss thanks"

CS:- "Ok, you do know that our UK office can also provide this service to you?"

mer:- "erm??"

CS:- "Just speak to the warrenty claims department at Icon house UK"

So back on the phone to the UK, this time warrenty claims department...

Me:- "I'd like to order a new strap for my time Tank"

UK CS:- "Certainly sir, you need to send the watch here to get the strap fitted"

Me:- "Can I not fit it myself, there is nothing wrong with the current strap I just wanted the additional leather one"

UK CS:- "Oh, well we still need the watch here before we can order the parts. It's oakley policy. We might even have the strap in stock as we do carry a few, but we don't know until we receive your watch"

Me:- "It's a minute machine? Formally known as Time Tank"

UK CS:- "Oh right, nice watch. Is it the Leather strap from model <model number> you want then?"

Me:- "Yes, thats the one"

UK CS:- "Ok, just send the watch in so we can get the right part number ordered and your strap replaced"

Me:- "Ok, just to restate, I do get the old strap back though? This is an additional strap I'm ordering not a replacement"

UK CS:- "Oh, I see, Sure, we can leave the old strap on there if you like and just put the new one in the box if thats better for you?"

Me:- "I thought you had to fit it?"

UK CS:- "Oh no, if you want you can do that, but we still need you to send the watch in for fitting"

Me:- <bangs head on wall>


So in order for me to change the strap on my watch I must send the watch to Oakley, so they can order/supply the strap even though I have identified the watch to them and they know the model and have even hinted at the part number itself. Then if they do have the strap in stock they are happy to send my watch back un-changed and let me fit the new strap at my leasure.

Now reading between the lines I'm sure this has something to do with Oakleys current seeming paranoia about counterfit goods, but I've never seen a fake Time Tank and would be surprised if one even exists. The level of detail in the case design and face is extremely high for a mid price watch. Maybe if the watch was a 4 figure RRP then a fake would exist, but it isnt and I'm 99.9% sure that no fakes do?

The only pleasent surprise is that the UK price for the strap is a fair reflection of the US price at approx £42 fitted (or not). And despite the three seperate phone call's needed the Oakley guys (and gal ) were nothing but polite and nice to talk to.

Very tempted to buy the "Unobtainium" strap at the same time now, that way I'm covered should I ever feel the urge. Mind you, maybe Oakley should rename all their straps as "Unobtainium" as they seem to want to make them as such

<Wonders off to find the best courier/parcel service to send the watch off whilst seriously considering driving 60miles to deliver it in person>

Ps. £42 is pretty high for a strap but it is bespoke to the watch and no third party strap will fit. Happy to pay that sort of money considering the quality of Oakley products and the design language carries through so effectively. Just glad I paid for the full Titanium Strap version in the first place... dread to think of the cost of buying that one.

[205lad]

Note to self: If I ever see an Oakley I'd like to own then don't buy one under any circumstances.

That's probably the worst customer service I've heard of. Sheer madness.

So are you going to send it to them?

[Civpilot]

To be fair the peeps on the phone did seem confused themselves, blame Oakley USA I guess. I did get pretty good vibes from the actual people in the UK so I'm sure they treat the customers well, just a stupid policy regarding actually ordering spares. The watches themselves are superb and I'm currently considering buying another (the new Crankcase looks pretty good to me).

Spoken to my work post service and I'm currently thinking of taking them up on their offer of using the work courier for a nominal charge. At least that way I'm pretty sure it's gonna get there in good order. Of course, no clue how Oakley will send it back

[VEX]

As a side it is a very good way of controlling and checking on fakes.

I dropped my D1 off there last month and there are tricky to find. The actual office unit name does not exist and there is no branding of the office / warehouse at all.

Prompt service though. Back with me within the week, new battery and strap.

V.

[Don1]

Strange, because normal Oaley customer service is very good (I have a bad addiction to the products in general) - including the recovering of scratched lenses and replacement frames.

Perhaps a little polite letter to the man in charge would stir things up a bit? I know it's a bit foolhardy to try to target the head man, but nothing ventured.... I mean, they allow you to change the frame on sunglasses yourself. Why not this? And why not sell a bundle of the rubber and leather straps together? * hint *

PS I'm wearing mine today - it's my beater watch, and I love it.

[alfabadass]

wow! That's a nice looking strap for such an ugly watch.

Sorry. Usually love Oakley watches

[Civpilot]

Well the watch arrived back today from Oakley with the new strap in the box.

As it turned out the quote for £42 was slightly wrong... paying £42 would just have bought me the titanium buckle. An extra £60 would be required for the leather sections of the strap, then I would need the case connection links. These were coming up at around £40 each... and I needed 2 of them

However, talking to the lovely lady at Oakley she was very appologetic about the whole situation of me being missquoted and told me that the best deal they could manage was if I paid for the leather Oakley UK would supply the buckle and case links FOC. Not that bad a deal at the end of the day and apart from the whole "send the watch off" issue I think many companies could learn a bit from Oakley. Communication and speed of turnaround has been top notch.

I'm still not sure they have thier prices right and have since found a website claiming to sell the straps for £60 without needing the watch first. I say claiming as Oakley USA themselves did confirm to me via email that extra straps are only available as a warrenty/repair item for fitment at head office on recipt of an original watch and that dealers cannot order them as a seperate replacement part. funnily enough the website claiming to sell them does so on a "special order only" basis.

Still, I'm happy, the new strap is superb. And changing back to the Titan braclet is the work of moments. It's like having a whole new watch for £60

[DKL]

If its any consolation to the OP Oakley do this with all their sunglasses too. I am a "Premium Oakley UK dealer" - which isn't too painful - but they won't send out replacement lenses or even screws for the vast majority of their models for us to fit to a customers frame. They have to go the Oakley UK. I mean fitting lenses to frames - you'll never guess what my staff and I do all day every day.....
To be fair they are gradually coming around to the "idiosyncrasies" of their policies but this is still firmly in place.

[GCH]

In the past when have sent glasses back to oakley for service its been v fast, v efficient and often free of charge. They definitely wont send out parts though!

DKL said:

I am a "Premium Oakley UK dealer"

Any chance you have some earsocks and nosepieces for some G1 E-wires lying about in your storeroom? No longer serviced when I called oakley (offered me a trade in if I sent them in, which is pointless as I find the newer stuff hideous TBH)...and can't find any anywhere

Edited by GCH on Wednesday 3rd September 00:47

[Tycho]

I need a new clasp for my GMT and they said I needed to send them the watch and it would cost £25 to repair. Add the cost of a courier and you are looking at leat £50. I'm using my Seamaster until I can justify the cost.

[DKL]

GCH said:

In the past when have sent glasses back to oakley for service its been v fast, v efficient and often free of charge. They definitely wont send out parts though!

DKL said:

I am a "Premium Oakley UK dealer"

Any chance you have some earsocks and nosepieces for some G1 E-wires lying about in your storeroom? No longer serviced when I called oakley (offered me a trade in if I sent them in, which is pointless as I find the newer stuff hideous TBH)...and can't find any anywhere


Hi GCH - Had a word with the UK Sales director, all generation 1 e-wires are long since gone. I have socks for e-wire 2.0 and 2.1 in stock.
If you send me a photo with an idea of scale then it might be possible to find another part which would fit just fine. It might be easier to tkae them to a friendly dealer your side of the Atlantic but I'm quite willing to help.
David