Scratches/Dings on Daytona after service under warranty: Reply from Rolex

[NappaLover]

I just had my 116520 Daytona serviced at the RSC in Dallas under warranty, presumably due to a main spring failure. However, I am not certain of the latter since Rolex never tells customers what was actually broken when watches are serviced under warranty. The receipt also only states "complimentary movement service". I do treat my watches very well and the Daytona almost has no scratches, besides some hairline scratches on the clasp. This is why Rolex did not polish it after it was serviced.

In any case, when I received the watch back after 3.5 weeks, I noticed that the case back had some noticeable scratches (probably due to the tool used to remove the case back) and dings on both lugs in 5 and 11 o'clock (probably due to the bracelet being removed and/or reattached. See pics attached.

I don't think those damages are acceptable so I emailed Rolex USA. Only 5 days later (today), I received a reply from the RSC Dallas:
"I understand that you are dissatisfied with the service you received on your Daytona at our facility. I would like the opportunity to address your concerns. If you would like to drop off your watch, we can provide a complimentary touch up to address the scratches. We can also check the movement at any time in the next 5-7 years and provide a complimentary service if needed. If it is not convenient for you to stop by and drop off your watch, I would be happy to send packing materials so you can mail it to us and provide reimbursement for the postage. Please don’t hesitate to contact me if you have any questions or concerns."

My questions for you are as follows:

1. Do you think they handled this properly (I think so)?
2. I am not worried about them polishing the case back but do you think the lugs can be refinished/polished without removing too much metal? Or would this be too noticeable?
3. What do you think I should do moving forward?

Thanks guys!

[Urosfan]

I would be very annoyed, but I would leave the lugs alone I like my watches to be unpolished , The case back bothers me more , I don’t know what I would do myself at this moment if it was me.

[Jidonsu]

It looks like the spring bar popped when they removed the bracelet. I have marks like that on my Pelagos. The case back isn’t really worth fixing, but the lugs will bothering me, and it’ll be tricky since you don’t want to remove a lot due to SEL fitment.

[GB-man]

Ugh that’s the worst place to have damage in my opinion. Top inside edge of the lugs. I once returned a grey market purchase for the same thing.

With that said, I’m not sure what sort of result would be ideal. Is this an absolute keeper?Tough call as I’m sure it could be fixed with a quick zap of a laser weld by the right hands.

[NappaLover]

Originally Posted by GB-man

Ugh that’s the worst place to have damage in my opinion. Top inside edge of the lugs. I once returned a grey market purchase for the same thing.

With that said, I’m not sure what sort of result would be ideal. Is this an absolute keeper?Tough call as I’m sure it could be fixed with a quick zap of a laser weld by the right hands.

Yeah, this one is a keeper for sure. I contacted RUSA again and asked about how they can repair this type of damage. I may just live with it if they say that they will just polish it away. I don't think I want this.

[datejustrms]

You must have had the same person work on yours that worked on mine. I sent my Sub Date to RSC in Dallas and it came back with some new scratches on the case back and on the bracelet (I had mine lightly polished). Customer service was great and overnighted a box to me to send it back. They reimbursed me for the shipping and expedited touching it up.

It was a little bit of an inconvenience, but it's all good now.

Good luck with the Daytona, I'm sure they'll make it right.

[ADSMFreddy]

It looks like someone didn’t really take care of your watch when servicing, go and have them fix it, it’s your watch and should always be looking like you want it to.


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[Grnvette65]

My Daytona is now 18 yo. I bought it new and it went in for service like 2mo later. Long story short, watch was fixed very well but like you(op) it was returned with scratches on the case back, but not the lugs. In the end I just had to except it. My advice is to leave it... it sucks but not the end of the world. Before you know it you’ll not be as bothered.

[uncleluck]

Wonder how they manage to do those scratches on the case back. It can’t be the actual removal tool as it doesn’t touch the flat of the case back (well my tool doesn’t) it only interacts with the teeth area. Also the scratches are in a straight line so like the Watch head has been rubbed on a surface in a straight up n down movement.

They’re actually pretty savage marks When you consider how hard they would be to replicate.

[hugs]

Scratches on back I could excuse, its replaceable and no one sees it.

As for the others a polish doesn’t fix it IMO. Lost metal etc. plus a lot don’t like polishing their watch full stop. New watch probably a tall order but I would want a laser weld at the least..

[Trailblazer]

I had the same problem on my SD and their reply was simply to do a complimentary polish for me which i was not agreeable.

This is simply the reason why im hesitant on buying a rolex with complex movement.

[NappaLover]

Originally Posted by hugs

Scratches on back I could excuse, its replaceable and no one sees it.

As for the others a polish doesn’t fix it IMO. Lost metal etc. plus a lot don’t like polishing their watch full stop. New watch probably a tall order but I would want a laser weld at the least..

I contacted them again about laser welding etc. Find my message and their reply below:

My email: Could you find out how the dings on the lugs can be fixed? Typically, polishing is suitable enough to remove hairline scratches (such as the ones caused to the watch case back) but the dings/small dents on the lugs are a different problem as polishing would remove too much metal and the solid end links may not sit flush anymore, i.e. there would be an unwanted “gap” between the lugs and the bracelet. A technique called laser welding would be a viable option but I am not sure if the Rolex service center uses this technique to refinish cases/bracelets.

Anyway, if you could forward my concerns to the actual service department so they could provide you/me with an opinion, I would very much appreciate it.

I attached a picture to this email again showing the damage to the inside of the watch lug in 5 o’clock position (same damage on lug in 11 o’clock).

Their reply: "Thank you for sending the picture. I can appreciate your concern. I showed the picture and discussed your concerns with our technical team. They have requested that you go ahead and return the watch to us so that we can better evaluate the condition. Once we see it in person, we can discuss options with you prior to initiating any service. Be sure to mention this when you drop off the watch and I will personally look over the watch with the technical team."

So I still don't now what to do. I will drop it off again I guess but I am pretty sure they only want to polish it which I don't really want as I know that they cannot really fix the lug dents properly without laser welding (I doubt Rolex even does that) or replacing the case (they won't do that either).

[Car32]

I have those exact same marks, presumably when I took my Daytona into Tourneau to have the micro adjustment moved. It’s the first Rolex I’ve had and didn’t know any better. Now I do. I’ve learned to live with them.

Sucks, sorry.

[Chadridv]

Originally Posted by NappaLover

I contacted them again about laser welding etc. Find my message and their reply below:

My email: Could you find out how the dings on the lugs can be fixed? Typically, polishing is suitable enough to remove hairline scratches (such as the ones caused to the watch case back) but the dings/small dents on the lugs are a different problem as polishing would remove too much metal and the solid end links may not sit flush anymore, i.e. there would be an unwanted “gap” between the lugs and the bracelet. A technique called laser welding would be a viable option but I am not sure if the Rolex service center uses this technique to refinish cases/bracelets.

Anyway, if you could forward my concerns to the actual service department so they could provide you/me with an opinion, I would very much appreciate it.

I attached a picture to this email again showing the damage to the inside of the watch lug in 5 o’clock position (same damage on lug in 11 o’clock).

Their reply: "Thank you for sending the picture. I can appreciate your concern. I showed the picture and discussed your concerns with our technical team. They have requested that you go ahead and return the watch to us so that we can better evaluate the condition. Once we see it in person, we can discuss options with you prior to initiating any service. Be sure to mention this when you drop off the watch and I will personally look over the watch with the technical team."

So I still don't now what to do. I will drop it off again I guess but I am pretty sure they only want to polish it which I don't really want as I know that they cannot really fix the lug dents properly without laser welding (I doubt Rolex even does that) or replacing the case (they won't do that either).

If you're local, tell them you'd like to bring the watch and wait with it. See what they have to say. Tell them you don't want them doing anything without your go-ahead.

[Bigblu10]

Case back looks like scratches from the bracelet rubbing against it. Did you send in yourself with RSC shipping box or through your AD?

[HogwldFLTR]

I'd be upset; talk to them and see what they say.

[rpdur]

Respectfully, "don't make the perfect the enemy of the good" -- sure, RSC will fix the stated issue with the lugs and caseback, only to - quite possibly - create a new and different and unforeseen issue ('hopefully' just one issue). Leave it alone. And wear it in good health!

[NappaLover]

Originally Posted by Bigblu10

Case back looks like scratches from the bracelet rubbing against it. Did you send in yourself with RSC shipping box or through your AD?

I did not ship it. I dropped it off at the service center when I was in Dallas for business. And thankfully, I took pictures of the entire watch before dropping it off. None of those scratches/damages were there before their service (see pic attached).

[cdmorenot]

Top of lugs absolutely SUCKS. My OP went in for dust on the dial and it came back with a ganrly chunk missing from the lug.

I don't know how this happens. Maybe overconfidence ? Perhaps no use of the bergeon pliers at RSC?

Either way, I sold that OP. I couldn't stand the sight of that lug.

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[dardeca]

I'd send it to LA Watch Works...they can laser weld it back to new. RSC will just polish it and remove metal...which I would not be okay with.

[breitlings]

not bad. go with RSC but perhaps send pictures. They may give you a new case or get it laser welded for you.

[NappaLover]

Originally Posted by breitlings

not bad. go with RSC but perhaps send pictures. They may give you a new case or get it laser welded for you.

They did get the same pictures I posted on here. However, they want me to drop it off and then decide how to fix it. I will certainly not just get it polished. Either laser welded or case replaced I would agree with. But I do not think they will do either of those two.

[No SUBctitute]

Originally Posted by NappaLover

I just had my 116520 Daytona serviced at the RSC in Dallas under warranty, presumably due to a main spring failure. However, I am not certain of the latter since Rolex never tells customers what was actually broken when watches are serviced under warranty. The receipt also only states "complimentary movement service". I do treat my watches very well and the Daytona almost has no scratches, besides some hairline scratches on the clasp. This is why Rolex did not polish it after it was serviced.

In any case, when I received the watch back after 3.5 weeks, I noticed that the case back had some noticeable scratches (probably due to the tool used to remove the case back) and dings on both lugs in 5 and 11 o'clock (probably due to the bracelet being removed and/or reattached. See pics attached.

I don't think those damages are acceptable so I emailed Rolex USA. Only 5 days later (today), I received a reply from the RSC Dallas:
"I understand that you are dissatisfied with the service you received on your Daytona at our facility. I would like the opportunity to address your concerns. If you would like to drop off your watch, we can provide a complimentary touch up to address the scratches. We can also check the movement at any time in the next 5-7 years and provide a complimentary service if needed. If it is not convenient for you to stop by and drop off your watch, I would be happy to send packing materials so you can mail it to us and provide reimbursement for the postage. Please don’t hesitate to contact me if you have any questions or concerns."

My questions for you are as follows:

1. Do you think they handled this properly (I think so)?
2. I am not worried about them polishing the case back but do you think the lugs can be refinished/polished without removing too much metal? Or would this be too noticeable?
3. What do you think I should do moving forward?

Thanks guys!

Yuck. So sorry for the lug dent. That's bad. I would ask how such force was applied (and by what) to the watch that it left THAT. That doesn't seem like a spot wear you get normal wear and tear. I would not want it polished. Tell RSC that they have ruined the case with a large dent in a place that normally wouldn't see wear and tear. I would ask for a new case, although they would never agree. And then see how much they want to charge you for it. I'm kind of curious.

If Rolex was made to take responsibility for what they do, then maybe they would be more careful. A $1000 service should be five-star.

I would get it laser welded. Ask Rolex to pay for it. They may balk since its not their thing.

[FrankBullitt]

Wow, that's crazy. I recently had a 20-year-old Rolex (way down-market of your beautiful Daytona!) serviced at a RSC, and my experience was top-notch. They did nothing without my explicit permission, and it came back looking and running like new. My wallet was considerably lighter, but I couldn't have been more impressed with the experience. It's what I expected, to be honest.

Hold them to the worldwide reputation of the brand. This is a Rolex Service Center, not a KIA dealership. I wear the hell out of my watches, and change out straps/bracelets like shoes, and have never caused those sort of scratches. Terrible.

[Mystro]

That is pathetic. Total ameture job.

[codecow]

Agree with everyone here, don’t let them polish it.

[Rocket_Man]

Those nicks in the side of the lugs looks like they come from the tech letting loose of the spring bars and letting them 'pop' out between the lugs. In other words, pinching the spring bar to slip the bracelet out, but then letting go before the spring bars were clear of the lugs. The tech was in a hurry. It only takes a second to do it right. I recently had my watch serviced at Dallas and there were no extra scratches on the watch and I wrote on the request not to polish it. They followed my instructions.

If you drop it off again they should not take any action until you approve it. I don't know if the Dallas RSC does laser welding. Somewhere vaguely I remember that Lilith PA might, but you can't send it there yourself.

[exador]

Live with the scratches and get the complimentary service in writing.

[oldman2005]

The basic cost for servicing a Daytona is around $1000 at RSC, this is simply unacceptable. If you send it in again, good chance they will screw up some where else!

It's amazing what how things is going at Rolex, SS Daytona that most cannot get and if you get it, RSC cannot properly service it. Sorry but I will not send my watch to Rolex RSC

Good luck.

[RollieRoll]

OP RSC Dallas does indeed have a wedding machine. They seldom use it. I highly doubt they will use it on your case.

DO NOT get a case replacement as your watch will automatically depreciate in value since the serial will be a service one, and not original to the watch.

Just let them handle it. Don't go to some Indy.

Polishing the case back should be fine too.

Good luck. You're welcome.