Scratches on Lugs from Polishing During Authorized Service - Is This Normal

[J2334]

I took my Explorer II to an authorized service dealer for an overhaul and to have the crystal replaced (small crack). When I went to pick up the watch, there were numerous hairline scratches next to the bezel on all four lugs. I was told this is "normal" because they can't polish right next to the bezel. I asked them to do better and left my watch with them. I went back last night to pick it up and the scratches are still there. Again, I refused to take the watch and am now expecting a phone call from the master watch repair person later this week. To top it off, the lugs are a changed shape from original, with more rounded corners.

My question is, are these scratches normal. They were not on the watch when I took it in and they surely don't exist on any new watches. I'm really unhappy, especially after they convinced me to let them do the work instead of sending the watch to an authorized service center because they were factory authorized to work on watches. To me, this is like taking my car in for a detail and then getting it back with scratches in it. I find it hard to believe that there are thousands of Rolex owners out there with scratches like mine who are perfectly happy with that result.

Any thoughts? I'm was planning on calling Rolex directly on Monday to get their take on this.

[Megalobyte]

Sorry to say, but this is likely why people recommend the Rolex service centers over the alternatives.

[Jackxv]

For polishing the bezel is removed.

They are bullSH&TT&ng you.


Jack

[Tools]

Without seeing it, it is hard to say much. A well trained watchmaker shouldn't leave noticeable scratches..

[Hairdude1]

Originally Posted by Tools

Without seeing it, it is hard to say much. A well trained watchmaker shouldn't leave noticeable scratches..

agreed

[77T]

Originally Posted by J2334

Any thoughts? I'm was planning on calling Rolex directly on Monday to get their take on this.

As another member said, the bezel is removed for a proper buffing. If there were dings to be polished out then I believe the guy was too aggressive with the heavier compound & wheel. The rounded chamfers you mentioned are a telltale of a heavy hand (unless dings were prevalent along the lugs).

Why would calling Rolex help? Other than make a complaint, the damage is done. My suggestion is use RSC to correct the problem you see and to validate your service was actually done correctly. I'm just thinking the internals could have been buggered up as well.

[TVRcolin]

I can only agree with the two responses above. The bezel is obviously removed on a RSC overhaul. I wouldn't consider anywhere but RSC even if they said it was free. The nearer to the factory the work is done the greater the chance the factory will care how it's done.
My friend has a 31yo Sub he's had from new that's been RSCd six times and it comes back literally like brand new. The only clue to its age is the loosness in the bracelet pins.
Sorry to hear of your experience, I'd sue for my money back (small claims procedure in your local county court will work fine if they want to argue) and send it to RSC.
Don't use independants.

Colin.

[handsfull]

Need pics to give an honest assessment.....

[kilyung]

Generally a good idea to take LOTS of pictures BEFORE handing a watch over for work. It sounds like they didn't bother covering the lugs before using the bezel remover like the one below. You place the watch upside down, lugs resting on the blades and then compress the blades together to pull apart the bezel from the case.



Which AD was it?

[swish77]

Not normal, and easily avoided, especially by supposedly experienced hands.

[threemonkeys]

I took mine to an AD to be regulated. It came back with a bunch of scratches. Imagine if that happened to someone's car when it was being serviced. I felt PO over it.

[zeuloa]

Sorry about your watch but not normal. I would ask they send watch to RSC and pay for repairs.

[mrbill2mrbill2]

AD and independent servicing varies depending on the expertise of person performing the work.

For me service RSC Dallas, Rikki, or Bob Ridley. Dallas has a good track record. Rikki is superb, as is Bob - especially for vintage.

Just my opinion.

[mrbill2mrbill2]

Originally Posted by J2334

I took my Explorer II to an authorized service dealer for an overhaul and to have the crystal replaced (small crack). When I went to pick up the watch, there were numerous hairline scratches next to the bezel on all four lugs. I was told this is "normal" because they can't polish right next to the bezel. I asked them to do better and left my watch with them. I went back last night to pick it up and the scratches are still there. Again, I refused to take the watch and am now expecting a phone call from the master watch repair person later this week. To top it off, the lugs are a changed shape from original, with more rounded corners.

My question is, are these scratches normal. They were not on the watch when I took it in and they surely don't exist on any new watches. I'm really unhappy, especially after they convinced me to let them do the work instead of sending the watch to an authorized service center because they were factory authorized to work on watches. To me, this is like taking my car in for a detail and then getting it back with scratches in it. I find it hard to believe that there are thousands of Rolex owners out there with scratches like mine who are perfectly happy with that result.

Any thoughts? I'm was planning on calling Rolex directly on Monday to get their take on this.

I say name the AD so no one else has to go through this watch butchering.

[QueueCumber]

Thanks for posting this thread; threads like this remind me to take my watches directly to the manufacturer for service work.

[subtona]

Originally Posted by QueueCumber

Thanks for posting this thread; threads like this remind me to take my watches directly to the manufacturer for service work.

good chance they will still disappoint.

[Boothroyd]

Originally Posted by QueueCumber

Thanks for posting this thread; threads like this remind me to take my watches directly to the manufacturer for service work.

Yet today, my AD buffed out my year old Explorer I free of charge, and it looks like I just removed the stickers. There isn't a scratch or nick on it. YMMV, but I don't think we can make blanket generalizations, even though its clear the OP has legitimate issues with his AD.

[CoachRolexRyan]

You know, just from personal experience and that of others, I'm never having my Deep Sea sent to anyone unless I need to replace something,like a cracked crystal or something like that. That means no service( how many times have we heard of Rolexes over 30 years old and never serviced and still keep perfect time) no polishing EVER, and if I do need to send for repair,to the RSC only. My 2 cents. I've sent a few cheaper watches for various things and they always come back with something else wrong. It's like when you bring your car to a mechanic to get fixed, the reason you sent it is is fixed, but now it has 2 more different things wrong,and it goes on and on! Your car spends more time in the garage than on your wrist!

[Rolexpilot]

What was wrong with the watch when you brought it in?

There is a 50/50 chance ANY overhaul center, including RSC, will make you unhappy for some reason.

I never fix a watch unless it is COLD DEAD!

[subtona]

unacceptable & unrectifiable.
live & learn

[Lagunatic]

Originally Posted by J2334

I took my Explorer II to an authorized service dealer for an overhaul and to have the crystal replaced (small crack). When I went to pick up the watch, there were numerous hairline scratches next to the bezel on all four lugs. I was told this is "normal" because they can't polish right next to the bezel. I asked them to do better and left my watch with them. I went back last night to pick it up and the scratches are still there. Again, I refused to take the watch and am now expecting a phone call from the master watch repair person later this week. To top it off, the lugs are a changed shape from original, with more rounded corners.

My question is, are these scratches normal. They were not on the watch when I took it in and they surely don't exist on any new watches. I'm really unhappy, especially after they convinced me to let them do the work instead of sending the watch to an authorized service center because they were factory authorized to work on watches. To me, this is like taking my car in for a detail and then getting it back with scratches in it. I find it hard to believe that there are thousands of Rolex owners out there with scratches like mine who are perfectly happy with that result.

Any thoughts? I'm was planning on calling Rolex directly on Monday to get their take on this.

I sent my Sea-Dweller in for an overhaul to the Dallas service center and it came back perfect, no scratches on the lugs.

[J2334]

Well, I can't say I'm surprised by everyone's reaction and now feel even more confident in sticking to my issues with this service. I too, believe they are bullsh***ing me when they say it is normal.Maybe it is normal for them, but that doesn't mean it is acceptable.

I'll let you know what comes to pass later this week. The good news is this a very upscale jewelry store (who also originally sold me the watch) so I have faith that some sort of resolution will come of this.

[mlotus95]

Originally Posted by J2334

Well, I can't say I'm surprised by everyone's reaction and now feel even more confident in sticking to my issues with this service. I too, believe they are bullsh***ing me when they say it is normal.Maybe it is normal for them, but that doesn't mean it is acceptable.

I'll let you know what comes to pass later this week. The good news is this a very upscale jewelry store (who also originally sold me the watch) so I have faith that some sort of resolution will come of this.

good luck. upscale guarantees nothing in my opinion.

[Lagunatic]

rounded lugs are not a professional job. my seadweller came back like new, and it was 16 years old. i hope you learned your lesson to only use the Dallas service center. heres my overhauled seadweller

[Sean.c]

wow that sea dweller looks amazing !

[Bangel]

OP, sorry to hear of your experience.

While I would probably only use a RSC for any such work, things at an RSC don't always necessarily go to plan either. For example, see this recent thread:

http://www.rolexforums.com/showthread.php?t=234864

Lagunatic/Ron - that is a super watch you have and wonderfully photographed!

[kilyung]

Ron,
Tha's rea' purddy!!

[Knappo 1307]

Originally Posted by J2334

I took my Explorer II to an authorized service dealer for an overhaul and to have the crystal replaced (small crack). When I went to pick up the watch, there were numerous hairline scratches next to the bezel on all four lugs. I was told this is "normal" because they can't polish right next to the bezel. I asked them to do better and left my watch with them. I went back last night to pick it up and the scratches are still there. Again, I refused to take the watch and am now expecting a phone call from the master watch repair person later this week. To top it off, the lugs are a changed shape from original, with more rounded corners.

My question is, are these scratches normal. They were not on the watch when I took it in and they surely don't exist on any new watches. I'm really unhappy, especially after they convinced me to let them do the work instead of sending the watch to an authorized service center because they were factory authorized to work on watches. To me, this is like taking my car in for a detail and then getting it back with scratches in it. I find it hard to believe that there are thousands of Rolex owners out there with scratches like mine who are perfectly happy with that result.

Any thoughts? I'm was planning on calling Rolex directly on Monday to get their take on this.

Lesson learned

[MatthewInSeattle]

Keep in mind, this "Authorized Service Center" may very well have just had their account closed by Rolex. Effective June 1, Rolex introduced a series of new rules for regarding how Service Centers need to be equipped and laid out. Among other things, the watchmakers need to be visible from the showroom floor, there is a new square-footage minimum, the polishing/buffing area must be separate from the main work space, and they must have machines (from Rolex) necessary to pressure test ALL models, including the DSSD to it's full depth rating (which costs about $30k).

I know here in WA, we're down to a small handful of places where Rolex can be serviced without going to RSC once former Service Centers run down their parts stock.