AD damaged screws and links on a new watch. Exchange watch or replace links?

[Jordanesque23]

Just wanted to get your thoughts on what I should do about a brand new (unworn with stickers) white OP 39 that I bought four days ago from an AD. Exchange for a bnew watch or opt for link replacement?

Bought the watch in store and AD offered to resize the bracelet and ship out of state to save on taxes. Upon receiving the package, I inspected the new watch and was disappointed to see that the screw pins got mangled and the links were scratched during the adjustment. I was so disappointed since it's my first time to pay MSRP from an AD. It totally ruined the experience and the excitement of having my first Rolex watch. I was under the assumption that they would take care of the watch during sizing.

I'm heading to the AD tomorrow to discuss the issue but first I want to get your thoughts if it's reasonable for me to ask for a bnew replacement watch or should I just settle for link replacement. Tbh, I'm leaning towards the former since I paid for a bnew watch to ensure that it's free from any blemishes. Also, all the stickers are still in place and haven't worn it yet. I'm worried that they might damage the screws again if I opt for the link replacement.

Attached are some images for your reference. And any inputs and feedback are appreciated. Thanks.

[Simmer007]

I'm surprised they would actually ship a watch like that. I personally would ask for a new watch. Hopefully it can be replaced in a timely manner. If not I would get a refund and find a new AD.

Like you mention they obviously don't know how to properly add/remove links.

[Simmer007]

Originally Posted by Simmer007

I'm surprised they would actually ship a watch like that. I personally would ask for a new watch. Hopefully it can be replaced in a timely manner. If not I would get a refund and find a new AD.

Like you mention they obviously don't know how to properly add/remove links.

I forgot about the Warranty card being in the OP's name and may have been a little aggressive in asking for a new watch. It just annoys me that an AD would send out a watch in this condition.

New links or bracelet but don't get them to size the watch.

[WJGESQ]

Originally Posted by Simmer007

I'm surprised they would actually ship a watch like that. I personally would ask for a new watch. Hopefully it can be replaced in a timely manner. If not I would get a refund and find a new AD.

Like you mention they obviously don't know how to properly add/remove links.

Did they give a baboon a tool kit and your watch?

Replacement watch should not be out of the question.

[ffighter556]

Originally Posted by WJGESQ

Did they give a baboon a tool kit and your watch?

Replacement watch should not be out of the question.

Dealers really don’t know, take a few links out put all in a pile grab a screw put it back. Screws are unique to each link. Proper hollow ground screwdriver and little heat no damage.

[Brian Page]

Wow, bad deal on the link - I would just get new links.

[Masteryacht]

Rolex really needs to do something about incompetent ADs that can’t properly size a bracelet without damaging it.

[ronricks]

Originally Posted by Masteryacht

Rolex really needs to do something about incompetent ADs that can’t properly size a bracelet without damaging it.

They tried to. Made them all attend a class and even handed out the proper tools. It hasn’t worked.

[georgekart]

Originally Posted by ronricks

They tried to. Made them all attend a class and even handed out the proper tools. It hasn’t worked.

Well if they would just make them use plastic tools that wouldn't be a problem. I bet plastic tools would be strong enough to use on a bracelet while soft enough to not scratch the links.

[Masteryacht]

Originally Posted by ronricks

They tried to. Made them all attend a class and even handed out the proper tools. It hasn’t worked.

They seemed to have mastered getting them to remove the stickers, maybe they can use that method with bracelet sizing.

[05carbondrz]

Originally Posted by Masteryacht

Rolex really needs to do something about incompetent ADs that can’t properly size a bracelet without damaging it.

My thoughts exactly.

[FreshPrince14]

It actually baffles me how anyone could possibly cause that much damage to a screw head, particular an AD who you would expect to have experience with this sort of thing. You couldn't do that much damage even if you were trying! And then to feel it's okay to send the watch to you in that condition.... Amazing.

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[offrdmania]

Thats from the wrong size screwdriver most likely in the hands of someone who doesnt know how to properly size a Rolex bracelet.

[shaunylw]

Originally Posted by offrdmania

Thats from the wrong size screwdriver most likely in the hands of someone who doesnt know how to properly size a Rolex bracelet.

That’s exactly right. Screwdriver was too small and they mangled it. I would be furious as well. Honestly, there is no possible way the person sizing it didn’t see how badly they mangled it. They chose to ignore the fact they ruined the screws and scratched the links. I would be shipping it right back to them and returning it.

If your local AD takes care of it by giving you new screws and lightly polishing the outside of the links, it will look brand new again and you won’t notice a thing. It’s not an ideal solution but it might be your best chance.


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[JodyHighroller]

I had the same issue (although not as severe as yours), and they swapped the damaged links with another oyster bracelet they had in stock. Their watchmaker wasn't in as it was late in the day.

[Richard Carver]

If the warranty card is filled out I doubt you'll win the new watch battle but a brand new bracelet might be in your future. Damage like that is incomprehensible from a supposedly professional AD.

[Mystro]

Epic amateur blunder. Looks like a kid in the back did it.

[Jackumi]

Unbelievable! so many threads on here regarding finding the perfect quality screwdriver to use for bracelet adjustments to ensure there is not the slightest distortion of the screw heads. Then there is this from an official Rolex AD! which to me is beyond incompetence, it is nothing short of vandalism. I would be so pixxxd off I would demand a new watch, I would not trust that AD to remove the stickers for risk of them trashing the whole watch.

[s.m.b.]

Wow. Looks like somebody either drank before noon or needs to start drinking before noon.

[Wcdhtwn]

I'd ask for a full replacement of the bracelet. At least replace the mangled and scratched parts. But this is going to be your word against theirs. What are you going to do when the AD claims it didn't leave his shop in that condition and someone else did the damage between you receiving it and bringing it to him? If they are this inept at making these adjustments I'd plan on them being less than forthright in their business dealings.

[Dean88]

Originally Posted by Wcdhtwn

I'd ask for a full replacement of the bracelet. At least replace the mangled and scratched parts. But this is going to be your word against theirs. What are you going to do when the AD claims it didn't leave his shop in that condition and someone else did the damage between you receiving it and bringing it to him? If they are this inept at making these adjustments I'd plan on them being less than forthright in their business dealings.

I would love to be a fly on the wall should that situation occur

[42itus]

That’s horrible. Good luck and keep us posted. I would ask for new links and screws and do it myself.

[Dr Watches]

If the watch is otherwise good, swap the links. There's no guarantee that the replacement (if you could actually get one) wouldn't have some problem with the dial or movement.

[brucethemanlee]

butchered!

[Nadster]

Brought in a new Explorer to have a link removed to an AD. After inspecting it when I got home I noticed that one of the screws was nearly as bad as yours. I took it back the next day and they replaced it with a slightly used one that was much better. Should have replaced it with a new screw. Won't be back to that AD

[SemperFi]

This seems to be an issue quite frequently with AD’s.
Considering the warranty card issue I would ask for an entirely new bracelet.

[Jim Smyth]

I would at the very least ask to get a new bracelet and then have it sized somewhere else by someone who knows how to do it properly. They dont understand you need to heat the screw threads up to loosen the locktite before they try to unscrew the screw. This happens way too often and is why I bought my own 1.7mm hollow ground screwdriver.

[SLS]

Wow, that is pretty bad...sorry to see this happened. Ask them to send you some new links and a proper size screw driver and you will fix it yourself.

[ap1]

I’d have blown a gasket. Demand new links/screws and leave absolutely satisfied. No way I’d ship that off to RSC. If that’s what they say, I’d demand new piece or refund.

[pedersenkl]

Good luck. That damage is really unacceptable at any Rolex AD. I would ask for bracelet replace and/or links at a minimum. I would bet they forgot the Loctite also, which would make me very nervous!

Something similar happened to me at a Rolex AD in past when sizing my Daytona Oyster bracelet. Messed up the screw and small scratch on one link. Not nearly as bad as above.

I have to resize a watch for me now and a brand new one for my wife. Rather than ask a jeweler or Rolex AD....I've chosen to do myself. AS such, trying to figure out which tools I need. I trust my DIY more than anyone else.