My first Rolex experience...

[Valerio72]

Hello everyone,

This is my first post (after the introductory one) on this Forum so excuse me in advance if I say something incorrect. I would like to share with you my first Rolex purchase experience because I have been reading your posts on a regular basis over the last couple of years.

I am an Italian national living in Spain. I have been in contact with the local Rolex AD for the last 3 or 4 years and I have to say that it was impossible to buy any Rolex steel professional model. They told me that even Datejust and Oyster Perpetual were impossible to obtain in steel. So I decided to ask other AD's in Spain and came through the Rolex AD in Ibiza where one of their SA was very kind and open to send photos of their available models to me. The last time I got her photos, I decided to pull the trigger for a Rolex Explorer (which would be impossible to get from my local AD!). However, due to the current COVID situation, I asked them the favor of shipping the watch to their branch in Valencia so that I could go and pick up my timepiece there, basically avoiding taking a plane to Ibiza.
Finally, yesterday I went to pick up my watch in Valencia and when the SA was adjusting the bracelet I noticed that my surname was misspelled on the warranty card. So I refused to collect the watch until that problem was solved. I was told that, in order to correct the card, they had to send both the watch and the card to Madrid where their general HQ is located. I was obviously not pleased but I wanted to have my correct surname on the card (even though it was only one additional letter). After that I realized a couple of other things that I did not like. The watch presented a light scratch on the bezel. Even though it was quite small, it was still visible under the light of their desk so I asked how they wanted to proceed and they told me that they would repair/polish the scratch when they would send it to Madrid. Their justification was that the mirror polished parts are getting scratches very easily even when someone is removing the plastic protection from the case. I don't know which is your opinion on this but, for me, it's like buying a new car and the car, still at the dealer, presents a scratch on one of its doors...
Finally, I noticed that they would not include the white tag with the price and the serial number in the box. I was quite surprised about that because I have watched many unboxing videos on Youtube and almost all of them show the white tag as part of the box. The director of the shop told me that Rolex Spain is obliging them to retain the white tag for the usual problem of flippers. Hence, my question is: how is the situation in other countries? Is there any other forum member from Europe that has recently bought a Rolex and can tell me about the white tag policy in his/her country?

Sorry for the very long post but I wanted to share with you the whole experience: so far, not really good considering that I haven't got my watch yet....!

Thanks for your patience and attention!
Valerio

[Heartlandblaster]

Good initial post about your experience. I would offer that although disappointing, at the end of the day, its a watch. If the minor scratch is something you can live with, get the watch and enjoy it!!

[iTreelex]

You can't avoid scratches unfortunately. Even if they repair, it'll get scratched somehow. I would be a bit miffed with the warranty card so I hope that gets rectified for you OP. Congrats on the Explorer.

[JChips]

If you plan on using the watch as intended, and you live an active lifestyle, it will be scratched during the first week of ownership...


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[LyingFlat]

Originally Posted by Valerio72

Hence, my question is: how is the situation in other countries? Is there any other forum member from Europe that has recently bought a Rolex and can tell me about the white tag policy in his/her country?

Here in NZ the ADs have been keeping the white tags for over a year now...

[Polarexplorerii]

Originally Posted by LyingFlat

Here in NZ the ADs have been keeping the white tags for over a year now...

Here in the States they do not do that.

[Me4u2night]

Originally Posted by Polarexplorerii

Here in the States they do not do that.

This.
I purchased a new watch a couple weeks ago and got to keep the white hand tag, the bezel protector and the sticker with the price on it. I was actually ready to toss the pricing sticker and my AD said to keep it with the package.

[Rad22]

Keep the watch. Don’t worry about the warranty card or scratch. My recently purchased Daytona has the new warranty card that does t even have a name on it.


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[nachopc]

Take the watch, a little scratch is nothing, this is a perpetual watch, it will last years and will give you pure joy. Congratulations, excellent choice Valerio.


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[avences]

I'd get the watch if I were you.
You will have to wait god only knows how long for it to come back.
Furthermore, you will get even more scratches the minute you put it on, it happens to me every time, its inevitable.
No big deal with the name on the card, you'll have the receipt in case is needed.
Get it and enjoy it if you really want it.
Cheers

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[Nikrnic]

Thats all your decision. My AD in the US told me that they were never instructed by Rolex to keep any tags or anything that is shipped with any watch or hold warranty cards on hot SS models. Thats all by the ADs choice. Normally ADs do not offer the shipping coffin or bezel protector as most people don't care or know they exist. Of course I collect everything on my new purchases however I wouldn't turn down a piece with a hairline scratch on the bezel that could easily be polished out by hand.

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[abozz]

Welcome! The Explorer is a wonderful choice! A wristwatch for all your life.

About the little scratch and the card name, I can't say anything because I'm not picky about those things.

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[Harry-57]

Every Rolex I have bought came with a bezel protector. Like the plastic film, this should not be taken off until the watch has been purchased. A scratched bezel on a brand new watch would not be acceptable to me.

I had this on a Tag Heuer Carrera, the scratch was on a lug. The shop offered to discount the watch and polish it, or supply another one. I took another one.

The white tag is no big deal. Sometimes my AD throws it in the box, sometimes not. It's the other tag you want. The watch should not be supplied new without it. I sometimes get the bezel protector thrown in, sometimes not.

The correct name of the warranty card, if it was my name spelled wrongly wouldn't bother me. It obviously bothers you and you have asked for your requirements to be properly met. Seems fair enough.

But I wouldn't be happy about the scratch. Not on a brand new watch. That's damage. If you damage it after buying it, that's another matter.

[lamnyc]

Don’t worry about the misspelling on warranty card. I would ask from a discount on the light scratch and not let them polish the watch. It might get worse.

[Denvertimeguy]

New warranty cards don’t even have names and I have also had AD’s keep the tag!


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[kodak]

I literally do think scratches are definitely inevitable in a lot of occasions.. As for me, I'd still go with it.

[noshame]

I feel your frustration but as others have suggested, I would not send it back to get polished as it may come back worse or with "new" scratches. The polished bezel on the Explorer is prone to hairline scratches and you will get a few more within hours of wearing it, so don't worry about it. The warranty card would bother me, but I wouldn't do it if I have to send the watch back as well. And regarding the white tag, my AD has kept it for both my purchases from them in 2017 and again last month. I believe it's an individual AD policy, not a Rolex policy to keep that tag. And the plastic bezel protector - I was given it in 2017 but not last month ... was told they now keep that as well. Good luck.

[glamorama]

You seem to be a very fussy person so maybe that has something to do with not obtaining a SS piece from you local AD.

Just take the watch and the warranty card with misspelled name, really.

[faimag]

Removing plastics does not scratch the watch! Any part of it! If you pay for a new watch, you should get a pristine watch, not one with a scratch that was repaired/polished.

The spelling mistake in your name on the card is a bit OCD for me, but whatever works for you.

The white hangtag is being kept by ADs on many occasions. Some say to keep inventory, some say to prevent flipping; no-one knows the real reasons, but it's AD-dependent, not country-dependent.

[Valerio72]

Thank you all for your kind and wise words

Let me clarify a couple of points: I was bothered about the misspelling because there was an additional consonant in my surname (I don't know where they took it from since I had emailed a copy of my passport to them). If it was my first name, I wouldn't have bothered but I don't like when they misspell my family name.

The watch has already been sent to Madrid and they promised me that they will only polish that part with a cloth because, according to them, it is a very light scratch that they can remove with a special cloth. I have specifically asked them not to polish the entire watch or bezel.

I finish by saying that Rolex is promoting its steel or Oystersteel as something super-special but then it gets scratches like a magnet. Conversely I have a Girard Perregaux World Time from 2007, in steel, and I can assure you that I have never got any scratch after having used it every day for around 10 years: really not one single scratch and it is not a satin polished case!

[JChips]

Originally Posted by Valerio72

I finish by saying that Rolex is promoting its steel or Oystersteel as something super-special but then it gets scratches like a magnet. Conversely I have a Girard Perregaux World Time from 2007, in steel, and I can assure you that I have never got any scratch after having used it every day for around 10 years: really not one single scratch and it is not a satin polished case!

No scratches after 10 years of use ? Do you live in a bubble ?

It’s a scratch, stop worrying about it. After a few days, you won’t be able to tell this scratch from any of the new ones you put on it. That is, if you actually intend to use it and don’t live in a bubble....


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[Paul7]

Originally Posted by Valerio72

I finish by saying that Rolex is promoting its steel or Oystersteel as something super-special but then it gets scratches like a magnet.

Rolex 904L steel is slightly softer than the old steel they used, it is just more corrosion resistant.

[watchmaker]

Originally Posted by Valerio72

...I finish by saying that Rolex is promoting its steel or Oystersteel as something super-special but then it gets scratches like a magnet. Conversely I have a Girard Perregaux World Time from 2007, in steel, and I can assure you that I have never got any scratch after having used it every day for around 10 years: really not one single scratch and it is not a satin polished case!

I'm sorry but I simply do not believe you. No steel watch can be worn daily for ten years and not show any scratches.

I've handled tens of thousands of watches in my career and not once have I seen a ten year old, worn watch that is in stock condition with zero marks.

I would let it slide as hyperbole had you not gone on to re-sate 'not one single scratch'.

[Paul7]

Originally Posted by watchmaker

I'm sorry but I simply do not believe you. No steel watch can be worn daily for ten years and not show any scratches.

I've handled tens of thousands of watches in my career and not once have I seen a ten year old, worn watch that is in stock condition with zero marks.

I would let it slide as hyperbole had you not gone on to re-sate 'not one single scratch'.

Photos would help.

[jimcarver]

Seems like cold feet to me.

I wouldn't worry about the name at all. The card will just end up sitting in a box.

White tag, absolutely no way worth worrying about. Not even sure what you would possibly want it for. I don't even know if I have any.

Scratch, depends how bad it was, I assume they will be using a Cape Cod cloth, or similar. If so then it's not bad at all and you will get worse in no time.

I'd have walked out the store with my watch on my wrist a happy man.

[joli160]

Never mind the name, doesn’t affect warranty and almost impossible to get a new card. Price tag is usually not delivered in Europe. The scratch would bother me if it was deep, if only a swirl would not do anything and let it go.

Just wear and enjoy the watch. Getting anal about minor things takes away the fun

[Crashblue]

Rolex can provide a new warranty card but if it is just the name I wouldn’t care. In my case they sometimes messed up the year at the beginning of the new year and if you plan to sell the watch immediately it is not good if the watch seems to be delivered 12 months ago.

[emtee]

I can't believe the amount of people who thinks it's perfectly acceptable to be presented with a brand new Rolex from an AD with a scratch. It should be pristine. This is a Rolex, it's a luxury product being sold at a luxury price point.

Yes it will get scratched by the owner at some point but that's for them to do.

[jimcarver]

Originally Posted by emtee

I can't believe the amount of people who thinks it's perfectly acceptable to be presented with a brand new Rolex from an AD with a scratch. It should be pristine. This is a Rolex, it's a luxury product being sold at a luxury price point.

Yes it will get scratched by the owner at some point but that's for them to do.

I certainly don't think its acceptable. But would I just swallow it rather than have the watch shipped all over the place and not be able to walk out with it on my wrist. Yes I would.

[Oxfordian]

Originally Posted by emtee

i can't believe the amount of people who thinks it's perfectly acceptable to be presented with a brand new rolex from an ad with a scratch. It should be pristine. This is a rolex, it's a luxury product being sold at a luxury price point.

Yes it will get scratched by the owner at some point but that's for them to do.

+1