Authorized dealer damaged my rolex

[heygawgaw]

That is terrible. Demand to talk to manager, you paid good $$$$ for the watch at their shop and then their employee "screws up" (pun intended) your investment like that!!!! It's a ROLEX for goodness sake not some Casio beater!

[kauffee]

Originally Posted by heygawgaw

That is terrible. Demand to talk to manager, you paid good $$$$ for the watch at their shop and then their employee "screws up" (pun intended) your investment like that!!!! It's a ROLEX for goodness sake not some Casio beater!

I'd be just as angry if it was a Casio beater.

[tommy91]

That is pretty bad, I've always taken links out myself. Some I have messed up a little but nothing like that

[johnnyjazz]

The watch should have been presented back to you in the same condition you gave it to them minus one link, it was given back damaged. If it had been a gold or platinum model you would not accept them removing material to polish out their malpractice. Does not matter what material the watch is made of, they have to give it back in the same condition you presented, end of. Send to RSC.

[904VT]

Considering you bought new from them and the watch is 5 months old polish is unacceptable IMO. I would politely demand new links and screws on their dime if they ever want your business again and/or you not to file a compliant with Rolex USA

[heygawgaw]

On another note, if all they had to do was remove a link, then why are so many screws and links damaged? Shouldn't only two remaining screws and links have any "service marks" if any? IDK, I'm a newbie to this stuff.

[904VT]

Also, they need to be using a jeweler tape/stickers to cover exposed metal if their employees hands are so unsteady. I would make the suggestion for the benefit of other customers. And thankfully they didn't take the case back off for any reason!

[SamP]

What's your problem?
Shouldn't you consider yourself lucky, you got the watch back before they went out of business?
Or that the crystal' not cracked? Or the crown's not missing?
Or that you even got a genuine Rolex back?
Terrible, but as I've said, could have been much worse.
Regards

[Yzord]

Originally Posted by SamP

What's your problem?
Shouldn't you consider yourself lucky, you got the watch back before they went out of business?
Or that the crystal' not cracked? Or the crown's not missing?
Or that you even got a genuine Rolex back?
Terrible, but as I've said, could have been much worse.
Regards

I guess this is the forums troll? I don't know, i am new here.

[mtgjr]

Originally Posted by heygawgaw

On another note, if all they had to do was remove a link, then why are so many screws and links damaged? Shouldn't only two remaining screws and links have any "service marks" if any? IDK, I'm a newbie to this stuff.

I was wondering the same thing. All of that damage was done in the process of just removing one link?

Edit: Just saw Adam's likely explanation for this a few posts down. That makes sense. What a horribly botched job.

[wach16]

I could see maybe one of those kiosks in the mall doing that but definitely not an AD!

[SubmarinerSA]

You have every right to be furious. You should not have been put in this position. That is pure negligence. You have to ask yourself if you can trust them to rectify.

[droptopman]

That is as bad as I have seen. Pretty pathetic work. Just do not understand how anyone can hand a watch of that value back to a customer after doing that to it. The world has gone nuts....

I always do my own work on my watches as I just do not trust others to do it correctly. Well, except movement work. I have a guy for that.

Good luck on a resolution.

[Old Expat Beast]

Originally Posted by heygawgaw

On another note, if all they had to do was remove a link, then why are so many screws and links damaged? Shouldn't only two remaining screws and links have any "service marks" if any? IDK, I'm a newbie to this stuff.

They obviously tried a few screws before they got to one that would loosen.

[hugs]

Originally Posted by pokpok

How is that even possible when these people do this stuff for a living?

I never left a single scratch when I sized a bracelet for the 1st time.

It happens when the employee doesn't care, it's not their watch so why does it matter to them? They may have had an argument at home or are generally in a bad mood and suddenly it's their customers' fault. Take it out on them.

Seems to happen more these days. Taking pride in ones work is dying out.

[PanosI]

Those threads make me sick

[Placey]

That is shocking. Not only does it show a distinct lack of training but also an AD employee's complete disregard for someone else's property.

I would name and shame!

[amh]

Originally Posted by smh

Ben Bridge UTC

I know some people have positive reviews about them, but I'll bet they have a "relationship" with the AD (ie. they've spent tens of thousands there and hence get the white glove treatment...)

I've found the UTC BB a great place to try on watches since they have a great selection but I'd never consider purchasing there:
- "Rolex is about to increase prices, you should purchase soon..."
- "Rolex doesn't discount, we can offer 0% interest for 12 months"
- "We don't do service, we'll have to send it to an RSC. That'll be $150 for Fedex"

Just your typical Mall jeweler.

Anyway, I'd demand replacement links & screws. I'd accept nothing less. Threaten to send the pics to Rolex and watch the AD start to dance.

[amh]

Originally Posted by Yzord

I guess this is the forums troll? I don't know, i am new here.

He's from London:
- It's already the weekend there, time to hit the pub
- People in London are probably a little stressed these days...

[Martin_Taylor]

OMG... i would go to RSC instead to fix it

[youthagainsttt]

Originally Posted by 904VT

Considering you bought new from them and the watch is 5 months old polish is unacceptable IMO. I would politely demand new links and screws on their dime if they ever want your business again and/or you not to file a compliant with Rolex USA

I agree

That is the worst I've seen in terms of the AD damaging the watch from a new purchase. Imagine if you bought a car from a dealer and they offered to wax and wash it and then there are scratches on the bonnet - that's the same as this

[Jaycnyp]

This makes me love my AD even more!

[smh]

Thank you everyone! You all are really helpful!
Armed with your good advice we took the watch to the store manager on Friday.
The store manager offered to have the 5 damaged screws replaced and the links buffed. We asked to have the damaged links and screws replaced with new ones and the work to be done at the RSC. She said they couldn't do that!! but offered to polish the whole watch which needs to be done every 7-10 years anyway. I would look just like new.
I reminded her that the watch is 5 months old and although I do wear it almost 24/7, I'm a stay-at-home mom. Wear and tear is pretty limited.

The store manager response was as expected. The sales employee that butchered the screws is no longer with them. The watchmaker inspected the watch and was apologetic but the store manager made the decision. We left our phone number hoping she would reconsider, check with her boss or something and call us back but she hasn't.

I'm writing now to Rolex USA and Ben Bridge customer service. I'll keep you posted!!

[smh]

Originally Posted by SamP

What's your problem?
Shouldn't you consider yourself lucky, you got the watch back before they went out of business?
Or that the crystal' not cracked? Or the crown's not missing?
Or that you even got a genuine Rolex back?
Terrible, but as I've said, could have been much worse.
Regards

Believe me, I know I have a first world problem. I'm not furious or whining about it. At the end of the day, I'm happy to have this problem. I own a watch that is a beautiful piece of art and I value it only as much as one should value something material.
But it is a gift from my husband, it's special to me and somebody treated it like it is an easily replaceable thing, which is not. I'm just hoping to have it back in the same condition that I brought it :)
Cheers

[smh]

This is a pic from the other side of the bracelet that didn't upload with my original post

[jscw]

Sorry sorry to hear the whole process but not surprised about Ben Bridge UTC store manger's BS. They made a mistake, and wanted to cover it up using the least expense approach.

If I were you, I won't trust them again. There is no chance for them to touch my Rolex.

In your case, AD didn't carry the value of Rolex customer services. It is the time to talk to Rolex directly, IMHO.

Originally Posted by smh

Thank you everyone! You all are really helpful!
Armed with your good advice we took the watch to the store manager on Friday.
The store manager offered to have the 5 damaged screws replaced and the links buffed. We asked to have the damaged links and screws replaced with new ones and the work to be done at the RSC. She said they couldn't do that!! but offered to polish the whole watch which needs to be done every 7-10 years anyway. I would look just like new.
I reminded her that the watch is 5 months old and although I do wear it almost 24/7, I'm a stay-at-home mom. Wear and tear is pretty limited.

The store manager response was as expected. The sales employee that butchered the screws is no longer with them. The watchmaker inspected the watch and was apologetic but the store manager made the decision. We left our phone number hoping she would reconsider, check with her boss or something and call us back but she hasn't.

I'm writing now to Rolex USA and Ben Bridge customer service. I'll keep you posted!!

[Jjcs]

Originally Posted by smh

Thank you everyone! You all are really helpful!
Armed with your good advice we took the watch to the store manager on Friday.
The store manager offered to have the 5 damaged screws replaced and the links buffed. We asked to have the damaged links and screws replaced with new ones and the work to be done at the RSC. She said they couldn't do that!! but offered to polish the whole watch which needs to be done every 7-10 years anyway. I would look just like new.
I reminded her that the watch is 5 months old and although I do wear it almost 24/7, I'm a stay-at-home mom. Wear and tear is pretty limited.

The store manager response was as expected. The sales employee that butchered the screws is no longer with them. The watchmaker inspected the watch and was apologetic but the store manager made the decision. We left our phone number hoping she would reconsider, check with her boss or something and call us back but she hasn't.

I'm writing now to Rolex USA and Ben Bridge customer service. I'll keep you posted!!

Agreed, those links are mangled. No reason they shouldn't be replaced.

[Doood]

If I was store manager I simply ask what it would take to make you happy and do it regardless of cost. Buying a Rolex should be an exciting and joyous experience. I would not settle for anything less.

[madmax21]

Unfortunately stuff like this happens even if you take it into Rolex directly I brought in almost a brand new watch in fact it was a two-week-old GMT Master II they managed to dang it while they were replacing the crystal under warranty and this is Rolex service center so don't feel bad get the screws replaced and the bracelet polished and you'll be back to having a brand new bracelet...cheers

[WJGESQ]

Originally Posted by perpetualman88

I would ask for the replacement screws.

Regardless Tom at D's time service in downtown can take care of you he has the screws if needed and will fix the scratches on the side of the bracelet don't stress too much

New bracelet seems fair.