AD damaged my watch

[ca03142]

My Rolex 1625 Turnograph required the security ring replaced because the dial fogged once. The watch was serviced back in 2017 for the part to be ordered and replaced, this was probably around late October, early November. According to the jeweller, the order for part 319-1625 was placed on Nov. 30th, by December 14th the part was still in backorder. Therefore, I decided to procure the part myself and have someone install it. The dealer never provided an ETA for the job to be completed. Additionally, AD owner owners, is refusing any responsibility for this issue.

Upon close inspection on 3/29 I noticed that the crystal has two chips that I did not cause, dust and specks on the dial, and what seems to be a lume dot that fell off.

[donq]

Okayyyyy...

And what do you want us to do about that?

[SunTzu]

My watchmaker takes photos of my watch before he takes it in and lists in his estimate any cosmetic issues that he sees (including dust on the dial). I then sign off on it. This way there is zero gray area. Sort of like when you get a loaner at the dealership and they do a walk around with you before you drive away.

I've waited 5 weeks for my watchmaker to procure parts for my vintage Rolex watches.

Did you do this with the dealer? Do you have any pictures of the watch that you took prior to sending it in? Sort of like how we post pictures here? A picture you have for insurance coverage? Something to show that it wasn't damaged?

Did you notice it immediately, or when you got home, or days later?

You're in "she said, he said" territory unless you have proof besides your word, unfortunately.

[SunTzu]

For example here’s the estimate from my watchmaker describing my 5513 I wore daily for years that I beat into the ground. I needed a loupe to see half the stuff he listed about the dial and hands, lol. But it was there when he showed me. He said 3 to 4 weeks on the estimate. Took 5 weeks just for the parts - mainspring, crown, balance staff, 2 reverser wheels, screw. And then 4 weeks for the repair and regulating.



Here are the pictures of the watch. You can click on them on his website to get blown up versions. You can track your repairs there and send any messages. Excuse the yellow notepad on the bottom It's dosing instructions of chemicals for my new fish tank.



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[ca03142]

1. I did this with a dealer.
2. I took a picture before I handed them the watch.
3. I noticed it at the AD, I refused to accept the watch in the current state.

Apologies, pictures are up now.

[ca03142]

Your advice please.

[donq]

Originally Posted by ca03142

Your advice please.

I would think addressing it with your AD would be more productive than posting about it on here.

If you have a problem with the work you need to:

A) Tell then the problem

B) Tell then what you need to fix it.

C) Wait and see what they will do for you, if anything.

If they refuse to accommodate you, you can take them to court, Or you can start flaming them online and calling Rolex and complaining, or you can take it as a lesson learned and get it fixed somewhere else.

[ca03142]

Originally Posted by donq

I would think addressing it with your AD would be more productive than posting about it on here.

If you have a problem with the work you need to:

A) Tell then the problem

B) Tell then what you need to fix it.

C) Wait and see what they will do for you, if anything.

If they refuse to accommodate you, you can take them to court, Or you can start flaming them online and calling Rolex and complaining, or you can take it as a lesson learned and get it fixed somewhere else.

I am coming to the forum because I would appreciate some advice, the owner of the AD is refusing to take responsibility.

Additionally, I have contacted Rolex NY and provided them will all the detailed information.

Spoke with my lawyer as well.

[OysterBracelet]

Your pictures don't prove anything. I think its highly unlikely the glass was chipped in the care of the AD, you probably just missed them. I would just move on - speaking with a laywer over this matter is ridiculous.

[ca03142]

Originally Posted by OysterBracelet

Your pictures don't prove anything. I think its highly unlikely the glass was chipped in the care of the AD, you probably just missed them. I would just move on - speaking with a laywer over this matter is ridiculous.

Any explanations on how the lume dot fell ? dust on the dial then ?

[Dan S]

Originally Posted by ca03142

My Rolex 1625 Turnograph required the security ring replaced because the dial fogged once. The watch was serviced back in 2017 for the part to be ordered and replaced, this was probably around late October, early November. According to the jeweller, the order for part 319-1625 was placed on Nov. 30th, by December 14th the part was still in backorder. Therefore, I decided to procure the part myself and have someone install it. The dealer never provided an ETA for the job to be completed. Additionally, AD owner owners, is refusing any responsibility for this issue.

Upon close inspection on 3/29 I noticed that the crystal has two chips that I did not cause, dust and specks on the dial, and what seems to be a lume dot that fell off.

The way this post is written is very confusing and I can't follow the sequence of events, so it's hard to give advice.

You say the watch was "serviced" in October/November 2017 and the necessary part was back-ordered until December 14th. Of what year? 2017? 2018? When did you take the watch back? Did the AD do any work, or just order the part? If they didn't do the work, how could they get dust on the dial and damage the lume dot? If you ordered the part and had someone else install it, how can you prove that the AD damaged the watch instead of the person that installed the part.

[ca03142]

This watch has only been serviced by Rolex Dallas RSC and jeweler. Watch has only undergone service through authorized channels. Note picture prior to handing watch to jeweler.

On 10/2/2018 crystal was replaced by jeweler due to heavy scratches caused by normal wear and tear. Crystal replacement cost was of $186.58. I must notice that after crystal was replaced, a speck of dust was on dial. I immediately notified jeweler and was immediately addressed.

On 11/30/2018 I noticed slight fogging on the crystal after washing hands, therefore I immediately called and headed to jeweler. Several water and pressure tests were conducted by watchmaker. Watchmaker determined that the cause of failed waterproof tests were due to stretched security ring that might have possibly occurred during crystal replacement on 10/2/2018. I was also notified by watchmaker that watch did not have any moisture damage.

The watch was left at jeweler on 11/30/2018 with an estimated completion date of 12/21/2018 and an estimated cost of $50 USD. On 1/19/19 I was updated that the part was still on backorder without an ETA. On 3/20/19 I was advised by owner to pursue different options as the part was discontinued. I therefore proceeded to source a NOS part (319-1625) which would be installed by AD once received.

Upon close inspection on 3/29 I noticed that the crystal has two chips that I did not cause, dust and specks on the dial, and what seems to be a lume dot that fell off. Additionally, the crown was tightened to the point I had to utilize my shirt to unscrew it. I refused to accept watch in current state. Note pictures with crystal chips on 6 o'clock and 2 o’clock. Note lume dot on 6 o’clock. Note dust and specks on left side of dial.

owner was not at dealer on 3/29, however a store associate connected us through a mobile phone. Owner stated that the watch was handed to jeweler in the current state, that nothing had been done to the watch due to the part not arriving, and that damage was normal in an older watch.

[Dan S]

OK, clearer now, thanks.

I can't really see the chips in the photos, but I'll take your word for it. I can see some debris on the left side - can't tell if it's on the dial or just underneath the crystal. And I can see a large piece of debris sitting on the rehaut at the bottom of the dial; I assume that's what you are referring to as a lume dot. However, I don't see any missing lume dots compared to your "before" wrist-shot. So maybe it's something other than a lume dot ... can't really tell, but maybe it doesn't matter exactly what it is.

Fortunately, these are all fairly minor fixes, and I'm surprised that the AD wouldn't just offer to fix them when installing the new seal, even if he doesn't think his watchmaker caused any problems. Also, I don't understand why the watchmaker didn't pressure test your watch when he replaced the crystal in October. Maybe you should try to develop a relationship with an independent watchmaker who can do simple things for you. Personally, I hate dealing with ADs/jewelers for repairs of vintage watches.

[SunTzu]

Originally Posted by Dan S

Maybe you should try to develop a relationship with an independent watchmaker who can do simple things for you. Personally, I hate dealing with ADs/jewelers for repairs of vintage watches.

Truer words have never been spoken ... at least for this subject

[ca03142]

UPDATE

Rolex is aware of situation and will honor warranty. In addition, Rolex will contact dealer for bad business practices.

Watch will be sent ASAP to Rolex RSC Dallas.

[donq]

I’m surprised Rolex warrantees work done by a jeweler at an AD via RSC.
I would think that’s reserved for work don’t by the service centers, and that the AD would be responsible for their watch makers work.

Good on Rolex if they are fixing it!

[janice&fred]

Originally Posted by SunTzu

Truer words have never been spoken ... at least for this subject

how right you are! especially in the tri-state area like where you and i come from. there's some independent techs that have forgotten more about vintage watches than any RSC or other authorized brand service centers ever knew.

[ca03142]

The watch was serviced back in 2017 at the Dallas RSC. According to Rolex NY, an AD has to offer an all or nothing repair, just like a RSC does.

Guess I'll have to wait and see what Dallas says, and who will cover the bill (I expect the AD to cover it or Rolex USA to intervene).

[GoingPlaces]

Originally Posted by donq

Okayyyyy...

And what do you want us to do about that?

I think he's asking for advice.

I would talk to the AD and ask them what they can do for you, subsequently I would also reach out to RSC and ask for their advice.

[ca03142]

Originally Posted by GoingPlaces

I think he's asking for advice.

I would talk to the AD and ask them what they can do for you, subsequently I would also reach out to RSC and ask for their advice.

The watch is being sent to Dalla per Rolex NY, the damage was caused by AD.

[ca03142]

OP,

It seems that there might be a couple of issues in regards to sourcing parts.

1. The retaining ring might not be available anymore, Dallas and Geneva don't have it anymore. However, I was told London has one and perhaps other locations. Can Dallas ask other RSC's for parts ?

2. If the part can't be sourced, I might have to source it myself and send it to an independent, however the dial might be a challenge. I know Rolex has them, but its an all or nothing repair with them.

Any suggestions ?

[ca03142]

UPDATE

Rolex will replace dial and crystal in a complementary fashion. However, Rolex cannot guarantee the waterproofing of the watch as security ring is no longer made and is not available. I do, however have the part as I bought it off Ebay. I will most likely look for a CW21 watchmaker who will install the ring and bezel.

[ca03142]

Watch is now back in my posession. AD was responsible for cost for repair. I had to cover $54 for insurance and $285 for security ring which I sourced.

[TimeLord2]

Awwwww! I love a happy ending! Glad you got it fixed and they (AD/RSC) paid to do it…mostly.

[Richard Carver]

I'm not familiar with a security ring on a 1625. Do you have a pic? Found it, had no idea! :)

[ca03142]

Very difficult to find, and quite expensive for a circular metal
ring !

[zapokee]

Ooh, and you get the nice Rolex service box. Just a bit of card and some foam really, but we're all nerds or we wouldn't be here.

[77T]

I believe it’s called a securing ring rather than “security ring”. It makes it possible for a ToG bezel to move and still have a water-tight seal.

That was an unusual set of circumstances and very surprised to hear they replaced the dial at their cost.

Had it been damaged by the watchmaker at the AD?


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[ca03142]

I think I will actually keep my watch there !

[ca03142]

Originally Posted by 77T

I believe it’s called a securing ring rather than “security ring”. It makes it possible for a ToG bezel to move and still have a water-tight seal.

That was an unusual set of circumstances and very surprised to hear they replaced the dial at their cost.

Had it been damaged by the watchmaker at the AD?


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You are 100% right, apologies for the confusion. Yes, I believe the watch was damaged by the watchmaker. The AD never admitted it though.