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Old 4 August 2017, 09:45 PM   #1
Otto
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Good news story from RSC Tokyo

Last weekend, I accidentally slammed my 116528 Daytona into a door in Machida. A couple of days later, I noticed what appeared to be three small scratches on the crystal. In over 25 years of owning Rolex watches, scratching a crystal like that was a first for me. Anyway, I tried everything to clean/scrub the crystal in hopes of finding it was not a scratch; but nothing worked. Under the loupe, it clearly appeared as three superficial scratches. Expecting a few hundred dollars cost and a couple of weeks for the crystal change, and even more worried that the scratch might affect the structural integrity of the crystal, I went to RSC Tokyo this afternoon. The lady at the desk looked through a loupe and said they do not polish out scratches on crystals, but she would have the technician take a look. Half an hour later, the watch came back after the technician "polished" out whatever it was; all free of charge. I asked no questions; just gave them my thanks. What a great Friday afternoon!


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Old 4 August 2017, 09:48 PM   #2
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Great outcome on a BEAUTIFUL watch!
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Old 4 August 2017, 09:53 PM   #3
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#winning!


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Old 4 August 2017, 10:15 PM   #4
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Great story. Happy it worked out for you.
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Old 4 August 2017, 10:46 PM   #5
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Phew!! Good news Otto!
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Old 4 August 2017, 10:50 PM   #6
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Wow, great to see they treated you well.


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Old 4 August 2017, 11:14 PM   #7
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Great outcome. Maybe not universally true but I find it unfortunate that we are now increasingly expecting to receive mediocre service and surprised when we get good service. How things have changed.
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Old 4 August 2017, 11:36 PM   #8
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It was the right thing to do from a Customer Service perspective. Glad it worked out well for you.
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Old 4 August 2017, 11:41 PM   #9
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Quote:
Originally Posted by Otto View Post
Last weekend, I accidentally slammed my 116528 Daytona into a door in Machida. A couple of days later, I noticed what appeared to be three small scratches on the crystal. In over 25 years of owning Rolex watches, scratching a crystal like that was a first for me. Anyway, I tried everything to clean/scrub the crystal in hopes of finding it was not a scratch; but nothing worked. Under the loupe, it clearly appeared as three superficial scratches. Expecting a few hundred dollars cost and a couple of weeks for the crystal change, and even more worried that the scratch might affect the structural integrity of the crystal, I went to RSC Tokyo this afternoon. The lady at the desk looked through a loupe and said they do not polish out scratches on crystals, but she would have the technician take a look. Half an hour later, the watch came back after the technician "polished" out whatever it was; all free of charge. I asked no questions; just gave them my thanks. What a great Friday afternoon!


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If they were indeed scratches the only thing that would polish them out would be some sort of diamond paste.But glad its sorted for you and good work on that particular RSC. Its a pity service like that was across the rest of the world's RSC which its sadly lacking in some.
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Old 5 August 2017, 12:24 AM   #10
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Good stuff, Otto
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Old 5 August 2017, 12:46 AM   #11
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I'm happy they sorted this for you. Japanese tend to be nicer usually customer service wise...just more stringent on following policy.
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Old 5 August 2017, 01:02 AM   #12
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Awesome! And I love that watch, Otto.
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Old 5 August 2017, 02:01 AM   #13
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Nice outcome.
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Old 5 August 2017, 02:06 AM   #14
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They probably quickly changed out the crystal and said they polished it lol JK glad you got it sorted out quickly!
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Old 5 August 2017, 05:58 AM   #15
Otto
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Quote:
Originally Posted by padi56 View Post
If they were indeed scratches the only thing that would polish them out would be some sort of diamond paste.But glad its sorted for you and good work on that particular RSC. Its a pity service like that was across the rest of the world's RSC which its sadly lacking in some.
Yes. I knew polishing it was probably not in the cards and I agree with you. Under the loupe, the scratches seemed apparent, however, risking more problems since I intended to go to RSC anyway, I used an abrasive pad just in case it was some sort of surface contamination, but the blemishes did not diminish. In any event, RSC Tokyo has always been a pleasant place for me to go. The customer service people are uniformly pleasant and the technicians are superb. Whatever they did is fine with me.
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Old 5 August 2017, 06:00 AM   #16
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They probably quickly changed out the crystal and said they polished it lol JK glad you got it sorted out quickly!
Whatever works!
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Old 5 August 2017, 07:41 AM   #17
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I'm happy they sorted this for you. Japanese tend to be nicer usually customer service wise...just more stringent on following policy.
True.
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Old 5 August 2017, 07:52 AM   #18
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Nice
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Old 5 August 2017, 08:05 AM   #19
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Great story. Glad it worked out without any pain. to RSC japan.
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Old 5 August 2017, 09:25 AM   #20
Otto
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I just want to point out I don't think RSC necessarily did anything outside the ordinary, for Japan at least. This would not have been the first time some sort of glue, grime, whatever made it onto a crystal on a watch I owned. My eyes could have tricked me with the scratch, even with the loupe, but even after scrubbing with a kitchen pad, the spots persisted.

BTW, I asked about the new white Day-Date dial. They said they have to wait at least a year before they can sell that new dial if I were to want to switch out dials on my DD 40.
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Old 5 August 2017, 10:23 AM   #21
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Quote:
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Last weekend, I accidentally slammed my 116528 Daytona into a door in Machida. A couple of days later, I noticed what appeared to be three small scratches on the crystal. In over 25 years of owning Rolex watches, scratching a crystal like that was a first for me. Anyway, I tried everything to clean/scrub the crystal in hopes of finding it was not a scratch; but nothing worked. Under the loupe, it clearly appeared as three superficial scratches. Expecting a few hundred dollars cost and a couple of weeks for the crystal change, and even more worried that the scratch might affect the structural integrity of the crystal, I went to RSC Tokyo this afternoon. The lady at the desk looked through a loupe and said they do not polish out scratches on crystals, but she would have the technician take a look. Half an hour later, the watch came back after the technician "polished" out whatever it was; all free of charge. I asked no questions; just gave them my thanks. What a great Friday afternoon!


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Beautiful story! It's amazing you are in Machida, I frequent the izakayas over there. If you ever want to grab a beer and talk watches the first one is on me.


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Old 5 August 2017, 10:25 AM   #22
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If they were indeed scratches the only thing that would polish them out would be some sort of diamond paste.But glad its sorted for you and good work on that particular RSC. Its a pity service like that was across the rest of the world's RSC which its sadly lacking in some.


The fact that Rolex is in Tokyo, combined with tokyo/Japan's overall strive for excellence doesn't surprise me that they went above and beyond. However in other parts of the world, yea, it's a surprise.


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Old 5 August 2017, 10:37 AM   #23
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I used an abrasive pad just in case it was some sort of surface contamination, but the blemishes did not diminish.
no way???
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Old 5 August 2017, 10:46 AM   #24
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Glad it was taken care of; can you imagine if it had an AR coating?
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