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Terry Newton · 19 October 2008, 02:20 PM

I went in to work today to do a little work on my computer. I left work early on Friday so I did not check my phone messages.

I listened to them today and I got a call from JoAnne Russo from Rolex New York.

My Two Tone GMT IIc is done with the brand new case put on it. For all who don't know an authorized dealer damaged the watch on July 11th of this year by trying to polish a scratch out of it. Instead, he put huge gouges in the case and basically destroyed the case on the watch.

I sent it in to Rolex previously and they attempted to polish the case and sent it back to me. I was still unhappy with it and, after the great feedback and support from members here, I wrote to the President of Rolex USA. He had the Vice President of Customer Affairs get involved and they agreed to give me a brand new case. I didn't care about getting a brand new watch as the watch was only seven months old when this incident happened.

I sent it in a couple of weeks ago when they got a new case in. It is being shipped back to me as soon as I get a hold of them on Monday. I am very excited to get it back and, hopeful that I will finally be pleased with my watch again and, not be disappointed.

I will post pictures of the watch after it is returned. It will hopefully be the end of a horrible saga.

I really appreciate all of the support I got from members here. Especially Dalton who offered to fix the watch case for next to nothing as, he knew how broken hearted I was over this incident.

Here is a picture of the polished case after Rolex tried to fix it. It was twice as bad when it got sent to them. You can imagine how sick I was when I saw what that guy did to my near new watch:

Fingers crossed.

Terry Newton

SLS · 19 October 2008, 02:28 PM

Terry, I am happy and VERY impressed with the customer service that you received. Sadly it took a letter to get your point across, but in the end I hope that you are happy! I look forward to the pics! What is Rolex doing with with your warranty card/papers? Are you getting a new set? Just curious, thanks,
~Scott

Irish Dan · 19 October 2008, 02:32 PM

Very glad it all worked out.
Looking forward to pics.

meloncap78 · 19 October 2008, 02:37 PM

Glad to see it worked out in the end Terry. I guess all the footwork of going through the proper channels worked out for the best.

Can't wait to see some pics.

Terry Newton · 19 October 2008, 02:36 PM

They are going to give me a paper stating what the reason was that they put a new case on the watch. That's all I need for posterity sakes as I do not intend to sell the watch. I will keep the papers with the original warranty card in the safe and all will be right with the world.

The original customer service from the Rolex Authorized Dealer was horrible as was the customer service at Rolex New York. It did take a letter to the president of Rolex USA to get this matter resolved. I would have taken the authorized dealer to court in a heart beat if this did not get rectified. I paid a lot of money for the watch to have this guy destroy it in a minutes worth of time. Rolex New York should have known I would have never been satisfied to have it not look like brand new when they returned it to me.

I am very hopeful that the watch will look like brand new again. I take good care of everything I own. My SS Date Submariner is almost two years old and looks like brand new.

Terry Newton

marshallr47 · 20 October 2008, 01:14 PM

Great news Terry. Looking forward to the pics of the GMT. Way to hang in there.

topcat30093 · 20 October 2008, 12:46 PM

Terry it was nice to read about a happy ending to your problem.
Now you can enjoy it once again.

bodybump · 19 October 2008, 02:58 PM

nicely done!!!!!

Letsgodiving · 19 October 2008, 03:10 PM

I still can't believe Rolex would send that back to you and expect you to go away. Pretty sad imo.

ashu2289 · 19 October 2008, 03:12 PM

Good to hear Terry that soon you will get your watch the way you purchased

C. Davidson · 19 October 2008, 03:25 PM

Congratulations Terry on getting your GMT back. I hope it works out well for you.

Andad · 19 October 2008, 05:14 PM

I hope the end result is to your expectations. More often than not these situations end up with some level of disappointment.
Post some pix of a happy ending.

chicagowatchman · 19 October 2008, 05:20 PM

As I said before....Go to the Top...I did...it worked for me and now for you!

I hope it all works out...but dont stress you already opened the pipeline and if you are not 110% happy when you get it....continue your quest YOU HAVE ALMOST CROSSED THE FINISH LINE!!!! STAY THE COURSE!

Chris B · 19 October 2008, 05:18 PM

Glad everything worked out OK

Jedi · 19 October 2008, 06:35 PM

Good for you Terry.

Looking forward to the return of your watch.

Jimbits76 · 19 October 2008, 06:49 PM

Congrats Terry

Can't wait to see some pics of that beauty on your wrist.

J

toph · 19 October 2008, 08:15 PM

Great News Terry

At Last your watch is the way it should be- your perseverance really is exceptional

JimSnyder · 19 October 2008, 08:22 PM

I am happy this all worked out for you Terry. It's about time they did you right. Make sure we see some pics.

Mwing · 19 October 2008, 11:09 PM

what happened to the serial number then? they stamped the same number?

Terry Newton · 19 October 2008, 11:45 PM

Quote:

Originally Posted by Mwing

what happened to the serial number then? they stamped the same number?

The serial number changes with the new case. The paper that Rolex gives me explains the reason for this for history purposes if I did want to sell the watch. It's on record with Rolex then as well.

Terry Newton

BigHat · 20 October 2008, 01:11 AM

Quote:

Originally Posted by Terry Newton

The serial number changes with the new case. The paper that Rolex gives me explains the reason for this for history purposes if I did want to sell the watch. It's on record with Rolex then as well.

Terry Newton

Terry,
I should know this. So will the CRB serial number be the same or different from the case? I'd think different but...

mpkRolex · 20 October 2008, 01:44 AM

Glad to know it all worked out for you.

Bisquitlips · 20 October 2008, 01:47 AM

Great to hear!!

Marrk · 20 October 2008, 05:22 AM

Terry, my hat is off to you. You are quite a guy to follow this thing through in the way that you have.

Post pics of the new case! Can't wait!

Z-Sub · 20 October 2008, 07:11 AM

Please post the before and after pictures together.

I can make out the uneven surface on one of the lugs. pretty bad and can't believe Rolex NY did not take initiative to have it fixed right.

rpryan55 · 20 October 2008, 12:03 PM

Terry - Great to see this little bump in the road is finally leveling out. I look forward to pictures of the final result!

East Bay Rider · 20 October 2008, 01:03 PM

Been following this story from the beginning. Looking forward to the pictures of the perfected GMT

East Bay Rider · 20 October 2008, 01:05 PM

OOPS - duplicate post

Latrodectus · 20 October 2008, 01:09 PM

Terry, it just shows, it always pays out to own a great watch...
Great customer service!

Looking forward to see the pictures!

Dalton · 21 October 2008, 09:34 AM

I cant wait either! This is going to come full circle.

19 October 2008, 02:20 PM	#1
Terry Newton "TRF" Member Join Date: Jan 2008 Real Name: Terry Newton Location: Michigan Watch: Rolex TT GMT II c Posts: 6,644	Anticipation! I went in to work today to do a little work on my computer. I left work early on Friday so I did not check my phone messages. I listened to them today and I got a call from JoAnne Russo from Rolex New York. My Two Tone GMT IIc is done with the brand new case put on it. For all who don't know an authorized dealer damaged the watch on July 11th of this year by trying to polish a scratch out of it. Instead, he put huge gouges in the case and basically destroyed the case on the watch. I sent it in to Rolex previously and they attempted to polish the case and sent it back to me. I was still unhappy with it and, after the great feedback and support from members here, I wrote to the President of Rolex USA. He had the Vice President of Customer Affairs get involved and they agreed to give me a brand new case. I didn't care about getting a brand new watch as the watch was only seven months old when this incident happened. I sent it in a couple of weeks ago when they got a new case in. It is being shipped back to me as soon as I get a hold of them on Monday. I am very excited to get it back and, hopeful that I will finally be pleased with my watch again and, not be disappointed. I will post pictures of the watch after it is returned. It will hopefully be the end of a horrible saga. I really appreciate all of the support I got from members here. Especially Dalton who offered to fix the watch case for next to nothing as, he knew how broken hearted I was over this incident. Here is a picture of the polished case after Rolex tried to fix it. It was twice as bad when it got sent to them. You can imagine how sick I was when I saw what that guy did to my near new watch: Fingers crossed. Terry Newton __________________ Terry Newton; Superstar and Fake Sleuth "Z" SS Date Submariner "Z" TT GMT-Master IIc Last edited by Lol-x; 19 October 2008 at 05:27 PM.. Reason: Language

19 October 2008, 02:28 PM	#2
SLS "TRF" Member Join Date: Aug 2006 Real Name: Scott Location: GMT -7 Watch: GMT's & Sub's Posts: 10,401	Terry, I am happy and VERY impressed with the customer service that you received. Sadly it took a letter to get your point across, but in the end I hope that you are happy! I look forward to the pics! What is Rolex doing with with your warranty card/papers? Are you getting a new set? Just curious, thanks, ~Scott __________________ "The bitterness of poor quality remains long after the sweetness of lower price is forgotten." -Benjamin Franklin Member No. 922

19 October 2008, 02:32 PM	#3
Irish Dan "TRF" Member Join Date: Jul 2008 Real Name: Dan Location: NW USA Posts: 401	Very glad it all worked out. Looking forward to pics. __________________ 1960 Mercedes 190SL - New Owner...HELP PLEASE!

19 October 2008, 02:36 PM	#5
Terry Newton "TRF" Member Join Date: Jan 2008 Real Name: Terry Newton Location: Michigan Watch: Rolex TT GMT II c Posts: 6,644	They are going to give me a paper stating what the reason was that they put a new case on the watch. That's all I need for posterity sakes as I do not intend to sell the watch. I will keep the papers with the original warranty card in the safe and all will be right with the world. The original customer service from the Rolex Authorized Dealer was horrible as was the customer service at Rolex New York. It did take a letter to the president of Rolex USA to get this matter resolved. I would have taken the authorized dealer to court in a heart beat if this did not get rectified. I paid a lot of money for the watch to have this guy destroy it in a minutes worth of time. Rolex New York should have known I would have never been satisfied to have it not look like brand new when they returned it to me. I am very hopeful that the watch will look like brand new again. I take good care of everything I own. My SS Date Submariner is almost two years old and looks like brand new. Terry Newton __________________ Terry Newton; Superstar and Fake Sleuth "Z" SS Date Submariner "Z" TT GMT-Master IIc

20 October 2008, 01:14 PM	#6
marshallr47 "TRF" Member Join Date: Oct 2006 Real Name: Ron Location: Alabama Watch: Daytona,TT Sub,GMT Posts: 4,673	Great news Terry. Looking forward to the pics of the GMT. Way to hang in there. __________________ Ron

19 October 2008, 02:37 PM	#4
meloncap78 "TRF" Member Join Date: Mar 2008 Real Name: Joshua Location: Syracuse, NY Watch: LV C Posts: 2,204	Glad to see it worked out in the end Terry. I guess all the footwork of going through the proper channels worked out for the best. Can't wait to see some pics.

20 October 2008, 12:46 PM	#7
topcat30093 "TRF" Member Join Date: Jan 2008 Real Name: Tony Location: England Posts: 5,460	Terry it was nice to read about a happy ending to your problem. Now you can enjoy it once again. __________________

19 October 2008, 02:58 PM	#8
bodybump ⭐⭐⭐⭐⭐⭐ 2024 SubLV41 Sponsor & Boutique Seller Join Date: Sep 2008 Real Name: Oscar Location: Florida Watch: Me!!! Posts: 23,233	nicely done!!!!! __________________

19 October 2008, 03:10 PM	#9
Letsgodiving "TRF" Member Join Date: Jul 2007 Real Name: Mike Location: Virginia, US Watch: SD 16600 Posts: 4,319	I still can't believe Rolex would send that back to you and expect you to go away. Pretty sad imo. __________________ The fool, with all his other faults, has this also - he is always getting ready to live. - Epicurus (341–270 BC)

19 October 2008, 03:12 PM	#10
ashu2289 "TRF" Member Join Date: Apr 2007 Real Name: Ashutosh Location: Rochester NY Watch: Daytonas,SD Posts: 2,342	Good to hear Terry that soon you will get your watch the way you purchased __________________ Everything becomes nothing after ROLEX 116520 SS Daytona White Dial 116520 SS Daytona Black Dial 116523 18K&SS Daytona Slate Dial 16600 Sea-Dweller 16710 GMT Master II Pepsi Bezel 16613 18K&SS Submariner Blue Dial 116660 Deepsea Sea-Dweller

19 October 2008, 03:25 PM	#11
C. Davidson "TRF" Member Join Date: Aug 2008 Real Name: Chris Location: WXSW Watch: GMT (116710) Posts: 2,723	Congratulations Terry on getting your GMT back. I hope it works out well for you. __________________ -Cheers, Chris #15,634 "The heart of the discerning acquires knowledge; the ears of the wise seek it out."

19 October 2008, 05:14 PM	#12
Andad 2024 SubLV41 Pledge Member Join Date: Nov 2006 Real Name: Eddie Location: Australia Watch: A few. Posts: 37,534	I hope the end result is to your expectations. More often than not these situations end up with some level of disappointment. Post some pix of a happy ending. __________________ E

19 October 2008, 05:20 PM	#13
chicagowatchman "TRF" Member Join Date: Jul 2007 Location: Chicago IL Watch: Platinum DDMasterp Posts: 1,983	As I said before....Go to the Top...I did...it worked for me and now for you! I hope it all works out...but dont stress you already opened the pipeline and if you are not 110% happy when you get it....continue your quest YOU HAVE ALMOST CROSSED THE FINISH LINE!!!! STAY THE COURSE! __________________ Men's Platinum Day Date Masterpiece Men's 18k Day Date Crown Collection Men's Franck Muller 18k Conquistador Cortez Men's SS Cartier Pasha MEMBER # 5534 USA CHICAGO IL

19 October 2008, 05:18 PM	#14
Chris B "TRF" Member Join Date: Aug 2006 Location: Peterborough Posts: 9,631	Glad everything worked out OK

19 October 2008, 06:35 PM	#15
Jedi "TRF" Member Join Date: Sep 2007 Real Name: Lee Location: Malaysia Watch: 16750 Posts: 2,534	Good for you Terry. Looking forward to the return of your watch. __________________ Lee This is my watch. There are many like it but this one is mine... Flickr Blog

19 October 2008, 06:49 PM	#16
Jimbits76 "TRF" Member Join Date: Sep 2007 Location: UK Posts: 9,407	Congrats Terry Can't wait to see some pics of that beauty on your wrist. J

19 October 2008, 08:15 PM	#17
toph "TRF" Member Join Date: Apr 2008 Real Name: ChrisTOPHer Location: Sydney Watch: Rolex, Brellum, Posts: 12,601	Great News Terry At Last your watch is the way it should be- your perseverance really is exceptional __________________ "Where no counsel is the people fall, but in the multitude of counselors there is safety." Member No.# 11795

19 October 2008, 08:22 PM	#18
JimSnyder "TRF" Member Join Date: Feb 2007 Real Name: Jim Snyder Location: Ohio Watch: Ask me later..... Posts: 7,726	I am happy this all worked out for you Terry. It's about time they did you right. Make sure we see some pics. __________________ "You ain't lived, 'til you've had your tires rotated by a red-headed women."

19 October 2008, 11:09 PM	#19
Mwing "TRF" Member Join Date: Jul 2008 Location: Canada Posts: 216	what happened to the serial number then? they stamped the same number?

20 October 2008, 01:44 AM	#22
mpkRolex 2024 SubLV41 Pledge Member Join Date: Sep 2008 Location: USA Watch: Pepsi Posts: 2,170	Glad to know it all worked out for you. __________________ Rest in peace JJ! http://www.rolexforums.com/showthrea...light=JJ+irani "Rolex is highly addictive. Please shop responsibly"

20 October 2008, 01:47 AM	#23
Bisquitlips 2024 Pledge Member Join Date: Sep 2008 Real Name: Richard Location: USA Watch: YM Deep Space Posts: 12,521	Great to hear!! __________________ Rolex Yacht-Master 40mm (SS-YG / Deep Space MOP) 16623 Breitling Aerospace Titanium / 18K with UTC. Omega Speedmaster 3510.50 Oris TT1 Pro Diver Regulator 43MM

20 October 2008, 05:22 AM	#24
Marrk "TRF" Member Join Date: Mar 2008 Real Name: Mark Location: Los Angeles Watch: 5513 Posts: 2,192	Terry, my hat is off to you. You are quite a guy to follow this thing through in the way that you have. Post pics of the new case! Can't wait!

20 October 2008, 07:11 AM	#25
Z-Sub 2024 Pledge Member Join Date: Jun 2008 Location: So Cal, USA Watch: Not a ONEWatch Man Posts: 7,383	Please post the before and after pictures together. I can make out the uneven surface on one of the lugs. pretty bad and can't believe Rolex NY did not take initiative to have it fixed right. __________________ SS Submariner Date "Z" SS SeaDweller "D" SS Submariner "Random" TT Blue Submariner "P" SS GMT-Master ll "M", Pepsi Pam 311, 524, 297

20 October 2008, 12:03 PM	#26
rpryan55 "TRF" Member Join Date: Jan 2007 Real Name: Dick Location: USA Watch: SubND,DD,SSDaytona Posts: 2,257	Terry - Great to see this little bump in the road is finally leveling out. I look forward to pictures of the final result! __________________ “The only reason for time ....................... is so that everything doesn't happen at once." Albert Einstein

20 October 2008, 01:03 PM	#27
East Bay Rider "TRF" Member Join Date: Oct 2007 Real Name: Bill Location: East Bay RI Watch: GMT-II 16710LN Posts: 12,073	Been following this story from the beginning. Looking forward to the pictures of the perfected GMT __________________ I bought a cheap watch from the crazy man Floating down canal It doesn't use numbers or moving hands It always just says "now" Now you may be thinking that I was had But this watch is never wrong And if I have trouble the warranty said Breathe In, Breathe Out, Move On J. Buffett Instagram: eastbayrider46

20 October 2008, 01:05 PM	#28
East Bay Rider "TRF" Member Join Date: Oct 2007 Real Name: Bill Location: East Bay RI Watch: GMT-II 16710LN Posts: 12,073	OOPS - duplicate post __________________ I bought a cheap watch from the crazy man Floating down canal It doesn't use numbers or moving hands It always just says "now" Now you may be thinking that I was had But this watch is never wrong And if I have trouble the warranty said Breathe In, Breathe Out, Move On J. Buffett Instagram: eastbayrider46

20 October 2008, 01:09 PM	#29
Latrodectus 2024 SubLV41 Pledge Member Join Date: Sep 2008 Real Name: Fred Location: KY, USA Watch: GMT-Master II Posts: 10,043	Terry, it just shows, it always pays out to own a great watch... Great customer service! Looking forward to see the pictures! __________________ Member # 16057 4-Hands Club Tosser Club Member TRF Skypers Group

21 October 2008, 09:34 AM	#30
Dalton TechXpert Join Date: Mar 2008 Real Name: Dal Location: Seattle Watch: 168000 Posts: 1,614	I cant wait either! This is going to come full circle.

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