Submariner - face slipped.

[SDewhirst1]

I bought my first sub (114060) in June 2013 but 3 months later the face 'slipped' one morning. My retailer said that in 40 years of dealing Rolex's he had never come across this before and asked whether i had dropped it etc. It was clear that the watch had never been dropped because after 3 months it was still virtually perfect. The most rugged thing i had done with the watch on was cut the grass !.

The retailer was fantastic and said that he felt responsible for this defect and reassured me that this was a first. He then provided me with a new watch but without a new bracelet and put my bracelet on the new watch. I got a new serial number card etc

Although time has passed i think i will write a letter of complaint to Rolex. It took me nearly 2 years to decide to purchase my first luxury watch after deliberating over many brands and models and i chose the sub because of its style first but its reputation second. I expected to last for a significant amount of years not months.

Can anyone confirm a) if they have seen this before and b) Rolex's address for complaints ?.

I am still in love with the sub no date and i only want to complain to ensure Rolex are aware rather than me wanting to move brands.

See the pic below

[levic900rr]

That is the weirdest thing I've ever seen...

[SDewhirst1]

I could not believe it and neither could the retailer. He said that the 'prongs' that held the face in place snapped !

[swatty]

Very strange indeed

[themast]

Sorry for your misadventure and glad to hear that your AD promptly "fixed" the problem for you.

Regarding the complain, I do not see the point. The AD took great care of you and treated you well. Why you want to complain? Rolex makes thousands of watches per year and some defects inevitably happen. I am sure your case was properly reported by the AD and ended up in some quality control statistics.

[FlyinM3]

This is a first for me as well

[SDewhirst1]

Originally Posted by themast

Sorry for your misadventure and glad to hear that your AD promptly "fixed" the problem for you.

Regarding the complain, I do not see the point. The AD took great care of you and treated you well. Why you want to complain? Rolex makes thousands of watches per year and some defects inevitably happen. I am sure your case was properly reported by the AD and ended up in some quality control statistics.

Yes, perhaps your right. It should have been reported since the retailer must have put a claim in.

[Fiery]

Originally Posted by themast

sorry for your misadventure and glad to hear that your ad promptly "fixed" the problem for you.

Regarding the complain, i do not see the point. The ad took great care of you and treated you well. Why you want to complain? Rolex makes thousands of watches per year and some defects inevitably happen. I am sure your case was properly reported by the ad and ended up in some quality control statistics.

+1. Rolex makes over 700,000 watches per year. Even with a perfection rate of 99.9%, there're 700 watches out there with a potential defect. Not easy when you got a lemon, but the way they handled it is absolutely professional and suits Rolex (the brand) IMHO.

[samson66]

Man that's crazy! Never heard of anything like that.

[The Joker]

Wow. That's definitely not aligned to the rehaut.

[SWISSAHOLICS]

Weird

[tkerrmd]

Sh!t happens as long as they make it good, no harm no foul

[Rashid.bk]

What the..!
Ludicrous...definitely a new one.
At least you could tell time easier as the dial is oriented to your face.

[petenyc]

strange

[jujin]

What in the world... wow this may be a forum first. I haven't seen this before.

[Lion]

Of course it's up to you but I would not complain to Rolex. I would imagine with selling approximately a million watches a year the odds are that a few watches a year can and may have problems. Your AD took care of you and gave you a new watch so your issue/problem is solved. I would think most AD's would send the watch back to Rolex RSC for Warranty Service instead of giving you a new watch...now that's excellent service!!!

[sco]

Originally Posted by themast

Sorry for your misadventure and glad to hear that your AD promptly "fixed" the problem for you.

Regarding the complain, I do not see the point. The AD took great care of you and treated you well. Why you want to complain? Rolex makes thousands of watches per year and some defects inevitably happen. I am sure your case was properly reported by the AD and ended up in some quality control statistics.

I agree, I don't really see a reason to get Rolex involved. If the AD snubbed you... well, then that would have been a different story. With them giving you a new watch, that's first class!

[masterserg]

I never seen anything like it and find it hard to believe. I thouhgt the dial is mounted on pins and there is very little possible play.

Reminds me of this (internet picture):

[bondtoys]

Originally Posted by SDewhirst1

I could not believe it and neither could the retailer. He said that the 'prongs' that held the face in place snapped !

Interesting!

So he had a dial for a brand new model already on stock?
My ADs inly have dials for the older models such as the 14060.

Which AD did you buy from?

[Welshwatchman]

Originally Posted by bondtoys

Interesting!

So he had a dial for a brand new model already on stock?
My ADs inly have dials for the older models such as the 14060.

Which AD did you buy from?

He said that the AD gave him a new watch head and card.

Why he didn't give the entire watch boggles my brain. It's not as though a brand new bracelet and a wonky head is a match made in heaven.

OP - Can't see why you'd want to make a noise to Rolex 4 months later; then was the time to get irate.

BTW - Pic too blurry to see properly. Show us your new 114060, nice and clear.

[toph]

Never seen that on a 'new' watch before!

[NukeMan]

Extremely strange! I don't see the harm though of reporting it to Rolex if you feel you've got the time. Knowing a bit about the quality systems often implemented by high-end manufacturers (and certainly Swiss/German one's) any deviation from perfect is likely to be of great interest to Rolex. Maybe a batch of dials were inproperly manufactured and/or assembled, meaning that there might be quite a few other watches out there with a similar production date with a similar fault. An alert to RSC's might be called for. Good that everything sorted out for you!

[dysondiver]

wouldnt bother complaining ,,, quite the opposite , id write and thank them for looking after you ,,,

[Beef]

Actually, I've had that happen on my 1959 5508 Sub. One of the "prongs," which are actually called "feet" broke off and the dial slipped. Strange, but easy to fix. I will say that I'm surprised that it happened on a modern watch. But, as stated, it was easily fixed. Worst possible scenario would have been a dial replacement. Glad to see your Sub back on its feet!

[illiguy]

Looks crazy. Glad it all got worked out.

[antbkny]

looks fine to me

[dysondiver]

Originally Posted by Beef

Actually, I've had that happen on my 1959 5508 Sub. One of the "prongs," which are actually called "feet" broke off and the dial slipped. Strange, but easy to fix. I will say that I'm surprised that it happened on a modern watch. But, as stated, it was easily fixed. Worst possible scenario would have been a dial replacement. Glad to see your Sub back on its feet!

ok , gotta ask ,,, how did you put the feet back on , im guessing being brass they are soldered ,, wouldnt the heat mess with the dial , cant see glue being any use ,,,

[SDewhirst1]

Originally Posted by bondtoys

Interesting!

So he had a dial for a brand new model already on stock?
My ADs inly have dials for the older models such as the 14060.

Which AD did you buy from?

I live in the Isle of Man and got it from my dealer Wilkins. Got to say that level of customer service did blow me away. I thought i would be watch less for a period whilst it was sent away.

Definitely an example of why you should shop local instead of online. I will absolutely buy all my future watches from there.

[The Joker]

My "Bezel not set to 12" OCD is playing havoc

[CrownMe]

That's a new Rolex feature. Rotates to optimize viewing angles. Haha