“New” Rolex Sub has lug scratches - warranty issue?

[Vivo Libre]

Rolex Forums Users - happy new year everyone.

On Saturday I went to my watch dealer who sold me my Omega and is a reputable dealer in my city. I purchased a 2022 Submariner for $16K. When I asked if the watch was worn, he told me it was “new” and “unworn”.

I tried to inspect the watch while I was there, but haven’t given it a wear until today in which I noticed dings on the front of the lugs - on both the top and bottom connectors - which make me think the watch had a bracelet removal.

My coworker who owns a Sub agrees someone has changed the bracelet at least once. I flipped the watch and as you can see, the inside of the lugs are very scratched up. This tells me two things very clearly:

1. The watch has had its bracelet removed/replaced by a prior owner.
2. The watch could not be described as either “new”, nor “unworn”.

In particular, I’m concerned with the warranty as I know the warranty card says any third party attachments or accessories void the warranty. I bought this 2022 watch because of the warranty - not to mention me paying $16K for a Sub because it is new.

What do you guys think and how would you handle this situation?

(I tried to share links to pictures of my watches but I can’t until I have 10 posts…)

[DadsSub]

You paid a premium for a new "unworn" watch. That's what you should have gotten. I did the same for my SD43 and there wasn't the hint of a scratch on it. Plus it had everything - tags, bezel protector etc etc. Did yours come with every original bit of kit?

It won't hurt your warranty because changing bands is not a big issue. You're good there.

But you need to have a talk with your dealer. Either get some money back or take the watch back at that price.

[904VT]

There are legitimate reasons to change the bracelet and while using OEM parts. Though if you purchased from a reseller, then it is technically a used/pre-owned watch. The new or unworn condition is just a statement of the condition by the seller, not really saying you are getting a "new" watch that has came direct from the AD. You should take it up with the reseller that you purchased it from for them perhaps misrepresenting the condition.

I'm guessing what happened was the watch was handled harshly at an AD or something strange and similar, then the reseller somehow came into contact with a deal and switched the bracelet to one in better condition, while sending the original someplace to refinish and sell as a separate item. Lots of resellers have bracelets for sale and would be easy to take one from inventory and install on the watch while the original is refinished.

[dtwer]

In this case, may want to double check and see if the bracelet is still genuine instead of MIC...

[Auric Goldfinger]

Bracelet removal is something that wouldn't invalidate your warranty.

I would certainly go back to that secondary dealer and have a chat about the pre-existing damage. If it it was me, I'd press for a refund and look elsewhere. Subs are plentiful on the secondary market.

[drrd]

OP, hurry up and get your ten posts because there’s not much to say without pictures.

[Mobokid]

That sucks.. hopefully you can sort it out with your dealer


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[EEpro]

It doesn't matter pics or not. Take it back and get your money. It's a pre owned watch

[omar-rye]

Originally Posted by Vivo Libre

1. The watch has had its bracelet removed/replaced by a prior owner.

The bracelet could have been removed during inspection/authentication, when the dealer purchased it

Originally Posted by Vivo Libre

2. The watch could not be described as either “new”, nor “unworn”.

It could still be new and unworn but with a cosmetic defect

Originally Posted by Vivo Libre

In particular, I’m concerned with the warranty as I know the warranty card says any third party attachments or accessories void the warranty. I bought this 2022 watch because of the warranty - not to mention me paying $16K for a Sub because it is new.

There’s not an issue with any future warranty claims from what you described, unless what you are saying is the bracelet has been removed and replaced with a non genuine one

[Tim Plains]

Your warranty would be void if Rolex could prove someone not authorized to work on their watches opened the caseback but anyone can remove a bracelet without issue.

[Bxtek]

Basically, the watch was sold to you as new and is supposed to be in perfect condition. You paid a premium for one that condition, but is obviously not. I would take it back, get a full refund and keep shopping. Even if they tried to give you a little off of the price on that one to keep it, I'd pass.

[Harry-57]

Your watch is not as described. You should return it for a full refund. It sounds like the bracelet has been taken off and put back inexpertly. That won't void the warranty, it just damages the lugs.

[GGGMT]

Originally Posted by EEpro

It doesn't matter pics or not. Take it back and get your money. It's a pre owned watch

This. Not a warranty issue. You got rooked


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[Gab27]

I would return it, personally. You paid a huge premium for a product that was misrepresented. Further, you could likely get the same watch from one of the trusted sellers on this forum for substantially less.

[Vivo Libre]

The jury is definitely out. Circling back here to post the pictures I mentioned.

In the first two pics, take a look at the dents on the front side of the lugs. Then in the third picture is the top-front.

In the 4th/5th pictures, you can see all the scratches by the pins. My coworker looked at it and immediately let me know someone has clearly replaced the bracelet (and done a poor job).


https://imgur.com/a/cfn6NAB

[Auric Goldfinger]

Originally Posted by Vivo Libre

The jury is definitely out. Circling back here to post the pictures I mentioned.

In the first two pics, take a look at the dents on the front side of the lugs. Then in the third picture is the top-front.

In the 4th/5th pictures, you can see all the scratches by the pins. My coworker looked at it and immediately let me know someone has clearly replaced the bracelet (and done a poor job).


https://imgur.com/a/cfn6NAB

Return it for a full refund.

That thing is butchered for a watch that was advertised “unworn”.

[HERITAGE82]

Originally Posted by omar-rye

The bracelet could have been removed during inspection/authentication, when the dealer purchased it

It could still be new and unworn but with a cosmetic defect

There’s not an issue with any future warranty claims from what you described, unless what you are saying is the bracelet has been removed and replaced with a non genuine one

All of this is most likely what happened. Dealer removed the bracelet to inspect and botched it big time. More common than you think. A refund is in order.

[LateLearner]

Some of us are dinosaurs/Boomers, and don’t open links.

But I agree with those suggesting a return for full refund.


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[Gab27]

Originally Posted by Vivo Libre

The jury is definitely out. Circling back here to post the pictures I mentioned.

In the first two pics, take a look at the dents on the front side of the lugs. Then in the third picture is the top-front.

In the 4th/5th pictures, you can see all the scratches by the pins. My coworker looked at it and immediately let me know someone has clearly replaced the bracelet (and done a poor job).


https://imgur.com/a/cfn6NAB

That is unquestionably a used watch.

I have nothing against used watches...I bought my Submariner used. However, the pricing very much reflected this.

As you were sold a 'new' watch and the agreement was for a new watch, IMO either, A) you should get a substantial partial refund that reflects you having purchased a used item, or B) you get a full refund and return the watch.

There are highly reputable sellers on this forum who will sell you a new Rolex, and likely for thousands less than you paid.

[Deepseadog]

What's the name of the dealer that sold you this "new" watch?

[Mystro]

That is not a “new” watch. In fact those kinds of marks are the kind of marks that never should occur and would never occur in a life time of normal use. Those are marks done by someone that is not skilled and makes me wonder what else they tampered with. I personally would have passed on that watch even if it was marked “used”. Certain marks or scratches can be explained by clumsy handling. The marks being show in this particular watch is not those kinds of marks and are warning flags of someone tinkering around without skill or proper tools. That bothers me even if I were looking for a pre owned watch.

[Vivo Libre]

Originally Posted by Deepseadog

What's the name of the dealer that sold you this "new" watch?

Unless there are issues with my dealer refunding my watch tomorrow, I won’t publish an exposé. He is NOT a Rolex AD but he is an Omega AD, hence the start of my relationship with him. He’s a large, reputable dealer from one of the largest cities in the United States.

[Trailboss516]

Playing devil's advocate, you've had the watch since Saturday until now...5 days. How do you prove it was them, and not you during this period? Your request would hold more water if it was a few hours later.
Not saying you are S.O.L., but I could imagine a scenario where the dealer pushes back on this.
Good luck

[Vivo Libre]

Originally Posted by Trailboss516

Playing devil's advocate, you've had the watch since Saturday until now...5 days. How do you prove it was them, and not you during this period? Your request would hold more water if it was a few hours later.
Not saying you are S.O.L., but I could imagine a scenario where the dealer pushes back on this.
Good luck

For sure - definitely something giving me anxiety right now. I noticed the little dents on the lugs shortly after but assumed it was just a factory defect. Then today I noticed the dents on the top lugs, so I now had my doubts of coincidence. Then my buddy and I compared watches then took a close look and saw it all.

In any case - I don’t have any other bracelets/straps - so I have absolutely zero reason to start messing around at the pins.

As Mystro said above, these “marks are the kind of marks that never should occur and would never occur in a life time of normal use”. It’s something I’m glad I noticed in the first place, because the outside of the bracelet is in good shape. My buddy has been wearing his sub for a year and the case-side lugs are pristine.

[Rebel]

Pics?

[Vivo Libre]

Originally Posted by Rebel

Pics?

https://imgur.com/a/cfn6NAB

[Geckobros]

Definitely a rookie removed the bracelet. You can see where they let the spring bars pop out towards the front of the watch, leaving gouges in the metal. Not to mention, they did not mask off the area. Get a refund.

[Old Expat Beast]

Originally Posted by Vivo Libre

https://imgur.com/a/cfn6NAB

That looks like the result of several changes, or maybe one really bad one, done by someone who doesn't know how to do it right, or who had a few drinks beforehand. Or both.

[seabreeze60]

Originally Posted by Vivo Libre

Rolex Forums Users - happy new year everyone.

On Saturday I went to my watch dealer who sold me my Omega and is a reputable dealer in my city. I purchased a 2022 Submariner for $16K. When I asked if the watch was worn, he told me it was “new” and “unworn”.

I tried to inspect the watch while I was there, but haven’t given it a wear until today in which I noticed dings on the front of the lugs - on both the top and bottom connectors - which make me think the watch had a bracelet removal.

My coworker who owns a Sub agrees someone has changed the bracelet at least once. I flipped the watch and as you can see, the inside of the lugs are very scratched up. This tells me two things very clearly:

1. The watch has had its bracelet removed/replaced by a prior owner.
2. The watch could not be described as either “new”, nor “unworn”.

In particular, I’m concerned with the warranty as I know the warranty card says any third party attachments or accessories void the warranty. I bought this 2022 watch because of the warranty - not to mention me paying $16K for a Sub because it is new.

What do you guys think and how would you handle this situation?

(I tried to share links to pictures of my watches but I can’t until I have 10 posts…)

Get your money back!

[omar-rye]

Originally Posted by Vivo Libre

https://imgur.com/a/cfn6NAB

Yikes! That doesn’t look good at all. Hopefully they’ll make it right with a refund. Did you take a wrist shot when you were still at the AD that can hopefully show the damage?

Worst case scenario, RSC could fix this for approximately $200 so don’t fret