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Munch520 · 8 June 2015, 11:59 PM

Hello all,

Purchased a SubC last Thursday and regrettably it has dust under the crystal. My first Rolex-family purchase, a Tudor Black Bay Blue, had a large chunk of dust on the dial and is on its way back to me from the Dallas RSC, where they fixed the issue.

My question is, I bought the 114060 new locally from an AD, is it unreasonable for me to request an exchange on this item? I have worn it a few times over the weekend and it is still obviously in 'new' condition.

I know it could be sent out to be fixed, but when paying this cash and buying a new item with 'Rolex' on the dial, I expect to have a watch that doesn't need to be cracked open...

Thank you for your thoughts

Zoran · 9 June 2015, 12:11 AM

Hi,

You have to understand that with the best intentions in the world, sometimes mistakes happen...
That is why it is important to have a good after sales devision to sort these problems out asap. I am sure that the AD or RSC will sort this out for you with the least amount of discomfort as possible.

I agree it's not nice, but it's a small fix that can be done rapidly.
I don't think you should expect a new watch...

HAGD!

GsurgBM · 9 June 2015, 12:11 AM

Not unreasonable to ask. Though I doubt they will replace it. Opening it isn't a big deal as long as it's properly pressure tested etc. My very first Rolex had a piece of red lint on the dial and had to be opened and removed within the first week of ownership. It happens.

JayLexo · 9 June 2015, 12:14 AM

I don't think it's unreasonable to ask for it to be exchanged, I personally would definitely ask for it to be replaced and wouldn't take no for an answer, you expect perfection when buying a new Rolex and that's what you should get for the price tag. Plus it could take a while to get the watch back which isn't fair on you. Go for it!

Abdullah71601 · 9 June 2015, 12:21 AM

It's not damaged, so why demand an exchange? Have them clean it and enjoy it.

Munch520 · 9 June 2015, 12:24 AM

Thank you for the responses, great points all.

Spoke with the store director, and they are exchanging them this afternoon!

JayLexo · 9 June 2015, 12:26 AM

Quote:

Originally Posted by Munch520

Thank you for the responses, great points all.

Spoke with the store director, and they are exchanging them this afternoon!

Result! Well done

Munch520 · 9 June 2015, 12:29 AM

Quote:

Originally Posted by JayLexo

Result! Well done

Yes sir, not a bad outcome.

I see you're from Edinburgh? My family is from Glasgow, your city is the best in Europe in my opinion! The Military Tattoo was the highlight of my last trip over.

Thanks again all for the suggestions.

roger0770 · 9 June 2015, 12:52 AM

This happened to my friend's new SD4000 as well. The dust inside the case appeared less than 1 month after the purchase. The watch was sent to RSC in NYC to be serviced by the AD. Of course, the AD picked up the shipping charges. Rolex QA issue?

Munch520 · 9 June 2015, 02:02 AM

Quote:

Originally Posted by roger0770

This happened to my friend's new SD4000 as well. The dust inside the case appeared less than 1 month after the purchase. The watch was sent to RSC in NYC to be serviced by the AD. Of course, the AD picked up the shipping charges. Rolex QA issue?

Possibly! I'm not sure how Rolex and Tudor's QA differ, but the issues with my BB (large piece of dust and mis-aligned hour hand) were much more obvious.

Here's the BB, dust on the dial, to the right of the '25' marker

The speck on the SubC is much harder to see, smaller and only visible when the watch is tilted, or hit with a bright light. I noticed it when shining a flashlight at it to show a buddy how good the lume was.

JayLexo · 9 June 2015, 12:53 AM

Quote:

Originally Posted by Munch520

Yes sir, not a bad outcome.

I see you're from Edinburgh? My family is from Glasgow, your city is the best in Europe in my opinion! The Military Tattoo was the highlight of my last trip over.

Thanks again all for the suggestions.

I am from Edinburgh, thanks for the lovely compliment! I agree it is a great city, the only thing that's missing is the good weather but we can't have everything I guess! Fantastic you managed to see the Tattoo, it really is a special event and setting, everyone that comes to Edinburgh should experience it

Munch520 · 9 June 2015, 02:04 AM

Quote:

Originally Posted by JayLexo

I am from Edinburgh, thanks for the lovely compliment! I agree it is a great city, the only thing that's missing is the good weather but we can't have everything I guess! Fantastic you managed to see the Tattoo, it really is a special event and setting, everyone that comes to Edinburgh should experience it

No doubt! The castle is incredible, I look forward to bringing my boys back one day

strafer_kid · 4 July 2015, 08:57 AM

Quote:

Originally Posted by JayLexo

I am from Edinburgh, thanks for the lovely compliment! I agree it is a great city, the only thing that's missing is the good weather but we can't have everything I guess! Fantastic you managed to see the Tattoo, it really is a special event and setting, everyone that comes to Edinburgh should experience it

Great city no doubt - I go there every year - great to see another Rolex fan there!

brandrea · 9 June 2015, 12:53 AM

Quote:

Originally Posted by Munch520

Thank you for the responses, great points all.

Spoke with the store director, and they are exchanging them this afternoon!

Excellent

ocwatching · 9 June 2015, 01:25 AM

Quote:

Originally Posted by Munch520

Thank you for the responses, great points all.

Spoke with the store director, and they are exchanging them this afternoon!

nicely done...

tkerrmd · 9 June 2015, 12:56 AM

glad to hear that and good service, mine would have in a heart beat!

watchwatcher · 9 June 2015, 02:05 AM

Glad to hear it worked out.

fabio1965 · 9 June 2015, 02:30 AM

Well done !: Pollice in su:

Munch520 · 9 June 2015, 11:12 AM

Well not a complete fairytale ending, the case of the watch was scratched in one spot from wear over the past couple of days. Thus, the AD could not in good conscience take it back, polish, and sell it as 'new'. Nor did they want to take the hit on listing it as pre-owned.

I could empathize, and we agreed that I would drop it off with them in the next couple of days for shipment to RSC Dallas, and she promises she will work with her Rolex rep to expedite the service on my watch and tells me it'll get done in 10 days. I could have raised hell and gotten an exchange I think, but that would've burned a bridge and I really didn't feel like being 'that guy'.

She doesn't think it's a widespread issue, after a decade in the business as a high-volume Rolex dealer, this is the first time she's seen this issue in a Rolex.

phils · 9 June 2015, 02:06 PM

Well I guess the rumors might be true.
Rolex has their factory on a two lane dirt road and there are farm fields on either side of it.

Munch520 · 9 June 2015, 07:45 PM

Quote:

Originally Posted by phils

Well I guess the rumors might be true.

Rolex has their factory on a two lane dirt road and there are farm fields on either side of it.

I've heard he same. And the watchsmiths are drunk hill-people using rusty tools :-)

Sent from my iPhone using Tapatalk

travisb · 9 June 2015, 10:24 PM

Great news! Glad they tok care of it properly.

Mr. K · 9 June 2015, 11:01 PM

My brand new DD had dust under the glass too. I sent it back and they fixed it.

Mak2013 · 10 June 2015, 12:10 AM

Quote:

Originally Posted by Munch520

Hello all,

Purchased a SubC last Thursday and regrettably it has dust under the crystal. My first Rolex-family purchase, a Tudor Black Bay Blue, had a large chunk of dust on the dial and is on its way back to me from the Dallas RSC, where they fixed the issue.

My question is, I bought the 114060 new locally from an AD, is it unreasonable for me to request an exchange on this item? I have worn it a few times over the weekend and it is still obviously in 'new' condition.

I know it could be sent out to be fixed, but when paying this cash and buying a new item with 'Rolex' on the dial, I expect to have a watch that doesn't need to be cracked open...

Thank you for your thoughts

I'd be upset too. I had a same thing happen on brand new BLNR. I demanded a new watch and did get one.
These problems are occurring more and more.

Munch520 · 10 June 2015, 01:19 AM

Quote:

Originally Posted by Mak2013

I'd be upset too. I had a same thing happen on brand new BLNR. I demanded a new watch and did get one.

These problems are occurring more and more.

Yikes! The BLNR is next on my list, I'll be inspecting it top to bottom for sure.

I wish I had caught the issue with mine the day I got it, they would've allowed the exchange had I not worn it all weekend and put a small knick in the case.

Sent from my iPhone using Tapatalk

Munch520 · 4 July 2015, 05:40 AM

Just an update, received the watch back on 6/27. Looks perfect! And as a bonus there was a pretty nice cars and coffee going on at the store when I picked the watch up!

SemperFi · 4 July 2015, 09:14 AM

Quote:

Originally Posted by Munch520

Just an update, received the watch back on 6/27. Looks perfect! And as a bonus there was a pretty nice cars and coffee going on at the store when I picked the watch up!

Good for you Matt. It looks great.
But it does make you wonder about quality control at Rolex as I keep reading more and more about these types of issues. Heck, there's two other instances on this thread alone. What I don't understand even more are those apologists who continue to give Rolex a pass by saying, "nothing's perfect", or "stuff happens". At the price Rolex is asking for the privilege of being an owner of one of their watches it should be perfect. I've said it many other times on many other threads, "It's a Rolex, not a Timex".
Sorry for the rant Matt and I'm glad that they took care of the issue for you. My beef is that it shouldn't have happened in the first place.

Munch520 · 5 July 2015, 11:17 PM

Quote:

Originally Posted by Velox

Your strap would go great with the mclaren.

That's what I told my wife! Sadly that tactic didn't work.

Quote:

Originally Posted by SemperFi

Good for you Matt. It looks great.

But it does make you wonder about quality control at Rolex as I keep reading more and more about these types of issues. Heck, there's two other instances on this thread alone. What I don't understand even more are those apologists who continue to give Rolex a pass by saying, "nothing's perfect", or "stuff happens". At the price Rolex is asking for the privilege of being an owner of one of their watches it should be perfect. I've said it many other times on many other threads, "It's a Rolex, not a Timex".

Sorry for the rant Matt and I'm glad that they took care of the issue for you. My beef is that it shouldn't have happened in the first place.

Very very true! I'm so impressed with the watch that I still love it but this issue does make you wonder. Doesn't help that this was my first new purchase, the irony being that I assumed it would be perfect!

Sent from my iPhone6

Velox · 4 July 2015, 09:05 AM

Your strap would go great with the mclaren.

CAL3135 · 4 July 2015, 09:19 AM

Good outcome. Very nice watch. Congrats.

8 June 2015, 11:59 PM	#1
Munch520 "TRF" Member Join Date: Sep 2013 Location: USA Watch: BLNR/Cermit/SM300 Posts: 184	New Rolex issue Hello all, Purchased a SubC last Thursday and regrettably it has dust under the crystal. My first Rolex-family purchase, a Tudor Black Bay Blue, had a large chunk of dust on the dial and is on its way back to me from the Dallas RSC, where they fixed the issue. My question is, I bought the 114060 new locally from an AD, is it unreasonable for me to request an exchange on this item? I have worn it a few times over the weekend and it is still obviously in 'new' condition. I know it could be sent out to be fixed, but when paying this cash and buying a new item with 'Rolex' on the dial, I expect to have a watch that doesn't need to be cracked open... Thank you for your thoughts

9 June 2015, 12:11 AM	#2
Zoran "TRF" Member Join Date: Feb 2013 Real Name: Zoran Location: EU Watch: 1655 Mark 1 Posts: 1,010	Hi, You have to understand that with the best intentions in the world, sometimes mistakes happen... That is why it is important to have a good after sales devision to sort these problems out asap. I am sure that the AD or RSC will sort this out for you with the least amount of discomfort as possible. I agree it's not nice, but it's a small fix that can be done rapidly. I don't think you should expect a new watch... HAGD! __________________ Last edited by Zoran; 9 June 2015 at 12:12 AM.. Reason: spelling

9 June 2015, 12:11 AM	#3
GsurgBM "TRF" Member Join Date: Mar 2013 Location: USA Watch: Not enough Posts: 3,759	Not unreasonable to ask. Though I doubt they will replace it. Opening it isn't a big deal as long as it's properly pressure tested etc. My very first Rolex had a piece of red lint on the dial and had to be opened and removed within the first week of ownership. It happens. __________________ Rolex • Tudor • Omega • Panerai

9 June 2015, 11:12 AM	#19
Munch520 "TRF" Member Join Date: Sep 2013 Location: USA Watch: BLNR/Cermit/SM300 Posts: 184	New Rolex issue Well not a complete fairytale ending, the case of the watch was scratched in one spot from wear over the past couple of days. Thus, the AD could not in good conscience take it back, polish, and sell it as 'new'. Nor did they want to take the hit on listing it as pre-owned. I could empathize, and we agreed that I would drop it off with them in the next couple of days for shipment to RSC Dallas, and she promises she will work with her Rolex rep to expedite the service on my watch and tells me it'll get done in 10 days. I could have raised hell and gotten an exchange I think, but that would've burned a bridge and I really didn't feel like being 'that guy'. She doesn't think it's a widespread issue, after a decade in the business as a high-volume Rolex dealer, this is the first time she's seen this issue in a Rolex.

4 July 2015, 05:40 AM	#26
Munch520 "TRF" Member Join Date: Sep 2013 Location: USA Watch: BLNR/Cermit/SM300 Posts: 184	New Rolex issue Just an update, received the watch back on 6/27. Looks perfect! And as a bonus there was a pretty nice cars and coffee going on at the store when I picked the watch up!

9 June 2015, 12:14 AM	#4
JayLexo "TRF" Member Join Date: May 2015 Location: Edinburgh Watch: 16610M Posts: 63	I don't think it's unreasonable to ask for it to be exchanged, I personally would definitely ask for it to be replaced and wouldn't take no for an answer, you expect perfection when buying a new Rolex and that's what you should get for the price tag. Plus it could take a while to get the watch back which isn't fair on you. Go for it!

9 June 2015, 12:21 AM	#5
Abdullah71601 Banned Join Date: Aug 2014 Location: Calumet Harbor Watch: ing da Bears Posts: 13,568	It's not damaged, so why demand an exchange? Have them clean it and enjoy it.

9 June 2015, 12:24 AM	#6
Munch520 "TRF" Member Join Date: Sep 2013 Location: USA Watch: BLNR/Cermit/SM300 Posts: 184	Thank you for the responses, great points all. Spoke with the store director, and they are exchanging them this afternoon!

9 June 2015, 12:52 AM	#9
roger0770 Banned Join Date: Nov 2009 Location: On Earth Watch: A Few Posts: 1,510	This happened to my friend's new SD4000 as well. The dust inside the case appeared less than 1 month after the purchase. The watch was sent to RSC in NYC to be serviced by the AD. Of course, the AD picked up the shipping charges. Rolex QA issue?

9 June 2015, 12:56 AM	#16
tkerrmd "TRF" Member Join Date: Apr 2008 Real Name: Tom Location: In a race car! Watch: ME RACE PORSCHES Posts: 24,123	glad to hear that and good service, mine would have in a heart beat!

9 June 2015, 02:05 AM	#17
watchwatcher "TRF" Member Join Date: Jan 2009 Real Name: Larry Location: Kentucky Watch: Yes Posts: 35,047	Glad to hear it worked out.

9 June 2015, 02:30 AM	#18
fabio1965 "TRF" Member Join Date: May 2014 Location: Milano Posts: 120	Well done !: Pollice in su:

9 June 2015, 02:06 PM	#20
phils "TRF" Member Join Date: Jul 2008 Real Name: philip Location: missouri Watch: Rolex Submariner Posts: 1,094	Well I guess the rumors might be true. Rolex has their factory on a two lane dirt road and there are farm fields on either side of it.

9 June 2015, 10:24 PM	#22
travisb 2024 SubLV41 Pledge Member Join Date: Aug 2009 Real Name: Travis Location: FL / NYC Watch: Yes.. Posts: 33,493	Great news! Glad they tok care of it properly.

9 June 2015, 11:01 PM	#23
Mr. K "TRF" Member Join Date: May 2005 Real Name: Mark Location: Seattle-ish Posts: 6,078	My brand new DD had dust under the glass too. I sent it back and they fixed it.

4 July 2015, 09:05 AM	#29
Velox "TRF" Member Join Date: Apr 2015 Location: Aruba Posts: 198	Your strap would go great with the mclaren.

4 July 2015, 09:19 AM	#30
CAL3135 "TRF" Member Join Date: Jun 2015 Location: Australia Posts: 226	Good outcome. Very nice watch. Congrats.

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