Dealer scratched my watch while removing a link

[SN13]

If I work on my own screws and scratch it, I say "Dangit, you're a dummy!".

But it's mine and my Scratches are mine...

If I take the time to take it to the "PRO" I expect the job to be done better than I would do it myself....

If they can't do it better than ME, they are not pros they are Cons.

[Master_Grogu]

What a joke. Ask her how she likes it when her Kia comes back scratched from oil change.

[shaunylw]

Terrible job. My AD sizes nothing.

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[Bozack90]

unfortunately this stuff happens, they are retail sales associates and I'd figure given very limited training on making these adjustments.

Did you buy the watch there and have them adjust it, or just bring it in for an adjustment?

I would hope the boutiques are better at this but short of doing it yourself I'd think a watchmaker might be a better option.

[alphadweller]

Lack of proper training, lack of interest, done on purpose? I wonder...

[Bozack90]

Originally Posted by alphadweller

Lack of proper training, lack of interest, done on purpose? I wonder...

I had this happen to one of mine though not as bad, it was when I bought it also, they scratched the clasp when sizing it and gave me the wrong box....I let the clasp slide but wanted the correct box and they gave me so much attitude, I just figure they are used to buyers who don't care and deal with so many people on any given day

I keep hoping things get better, and some SA are amazing, but like everything it depends on who you get and the day.

[rolexako]

Originally Posted by Bozack90

I had this happen to one of mine though not as bad, it was when I bought it also, they scratched the clasp when sizing it and gave me the wrong box....I let the clasp slide but wanted the correct box and they gave me so much attitude, I just figure they are used to buyers who don't care and deal with so many people on any given day

I keep hoping things get better, and some SA are amazing, but like everything it depends on who you get and the day.

I expect the best....always from a Rolex AD!

[macrowatch]

I can't even fathom how that would occur in those locations!

[HansSolo]

Looks like she dropped the watch in a barrel of nails, seriously??

[samson66]

Good Lord it's like a 3 year old was banging on it with a hammer and screw driver.

[214270Explorer]

I have had ham-fisted IDIOTS damage mine too. Idiots - all of them AFAIAC.
To the point the last time (Sky-Dweller) the sales associate really got reamed by the owner after he hoped I did not notice, THEN acted like a baby after he got caught.
(I made a very big post of this over at WUS.)
To whit - I do not go to that AD anymore. I have found a nicer, more customer-oriented one.

ANYWAY -- ALL watch buyers are going to have this occur from time to time at different AD's. It may be only we "WIS's" actually notice it, or care? Some do not really care about getttng their new watch damaged, JEESH! I have actually seen a post or two about it.

The cure is for all watch enthusiasts to learn to do this themselves and refuse to buy from an AD who will not let you take the watch unsized. My current AD, Hyde Park, has no issues with that, although this may vary from AD to AD.

I have posted about this many, many times in the past. AD sales reps who are charged with resizing are the worst. They know they cause damage and do not care. Then when caught they make a scene that it is "no big deal."

[Heady Topper]

That's terrible. I'd want a replacement clasp and link as well.

[GreatScott]

It's time to buy your own tools and do it yourself. Nobody will be more careful than you.

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[LeftieUSA]

I spoke with store manager and they told me they have very strict policies on sizing watxhes especially Rolex. Rolex provides them with a special tools including a heating machine the loosen adhesive used to secure the screws this prevents any force needed when using screwdrivers to loosen screws in links. They also use a Rolex pad under the watch etc. Asked me if I have a copy of warranty card and he’ll reach out to Rolex and see what they say.


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[Driver8]

Originally Posted by LeftieUSA

I spoke with store manager and they told me they have very strict policies on sizing watxhes especially Rolex. Rolex provides them with a special tools including a heating machine the loosen adhesive used to secure the screws this prevents any force needed when using screwdrivers to loosen screws in links. They also use a Rolex pad under the watch etc. Asked me if I have a copy of warranty card and he’ll reach out to Rolex and see what they say.

Yes it looks like they adhered to those “strict policies” VERY well.

[911991]

Originally Posted by Driver8

Yes it looks like they adhered to those “strict policies” VERY well.

I agree, what he should say is I will swap the bracelet out from another watch and sorry for the mishap... Then he can wait on RSC.

He is probably hoping that you will give up and go away...

[cerbom]

Originally Posted by LeftieUSA

I spoke with store manager and they told me they have very strict policies on sizing watxhes especially Rolex. Rolex provides them with a special tools including a heating machine the loosen adhesive used to secure the screws this prevents any force needed when using screwdrivers to loosen screws in links. They also use a Rolex pad under the watch etc. Asked me if I have a copy of warranty card and he’ll reach out to Rolex and see what they say.


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That s kinda funny. So they have all this stuff and they still damaged the watch. Now they want to see what Rolex says about their carelessness. I don t have much confidence here but good luck.

[EEpro]

Originally Posted by cerbom

That s kinda funny. So they have all this stuff and they still damaged the watch. Now they want to see what Rolex says about their carelessness. I don t have much confidence here but good luck.

Omega boutique gave me the same speech. "We use only proper Swiss Bergeon tools" and I interrupted "you blew the spring bars through the lugs so how does that matter?"

I let my guard down just once more and it happened again. I had already vowed to never allow anyone to size my watches. Shame on me. This was a bracelet swap.

[whiskyrolex]

Originally Posted by cerbom

That s kinda funny. So they have all this stuff and they still damaged the watch. Now they want to see what Rolex says about their carelessness. I don t have much confidence here but good luck.

I can guess what they will say:

Rolex guarantee excludes normal wear-and-tear (notably the wear-and-tear of non-metal bracelets and straps), loss, theft, or damage due to misuse.

[dannyp]

Originally Posted by LeftieUSA

I spoke with store manager and they told me they have very strict policies on sizing watxhes especially Rolex. Rolex provides them with a special tools including a heating machine the loosen adhesive used to secure the screws this prevents any force needed when using screwdrivers to loosen screws in links. They also use a Rolex pad under the watch etc. Asked me if I have a copy of warranty card and he’ll reach out to Rolex and see what they say.


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A better policy would be only allowing the watchmaker to do them, since s/he wouldn’t need a policy to know how to use those tools.

Was this the manager at the purchase location or sizing location?

[Annan]

Originally Posted by LeftieUSA

I spoke with store manager and they told me they have very strict policies on sizing watxhes especially Rolex. Rolex provides them with a special tools including a heating machine the loosen adhesive used to secure the screws this prevents any force needed when using screwdrivers to loosen screws in links. They also use a Rolex pad under the watch etc. Asked me if I have a copy of warranty card and he’ll reach out to Rolex and see what they say.


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Well......having the special tools is only half. The other half is knowing how to correctly use the special tools.

Not sure why they need your warranty card and what that has to do with anything. I'm also not sure why they have to contact Rolex to see what they have to say.

[Driver8]

Originally Posted by Annan

Well......having the special tools is only half. The other half is knowing how to correctly use the special tools.

Not sure why they need your warranty card and what that has to do with anything. I'm also not sure why they have to contact Rolex to see what they have to say.

Exactly. What is there to discuss with Rolex? Surely it's a simple case of a cack-handed and/or untrained SA showing their complete incompetence with a screwdriver. The AD just needs to step up, take responsibility and sort it out, either by getting RSC to fix it, or replacing the damage parts.... all free of charge.

I've had something similar on two occasions myself. The first time, an AD scratched the underside of the lugs on my brand new Breitling Navitimer as I wanted a croco strap instead of calf leather. I had them send it to Breitling for a re-polish of the lugs (free of charge). The second time, IWC scratched the bezel on my brand new Big Pilot while it was in for a regulation. I sent it straight back, and they re-polished it (again free of charge), called me from Switzerland to apologise in person, AND sent me an IWC branded Swiss Kubik watch-winder.

In both cases (and especially in the case of IWC) the CS was top notch, so let's hope the OP's AD steps up and does the right thing.

[M45]

Originally Posted by LeftieUSA

I spoke with store manager and they told me they have very strict policies on sizing watxhes especially Rolex. Rolex provides them with a special tools including a heating machine the loosen adhesive used to secure the screws this prevents any force needed when using screwdrivers to loosen screws in links. They also use a Rolex pad under the watch etc. Asked me if I have a copy of warranty card and he’ll reach out to Rolex and see what they say.


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“We only use genuine Porsche parts and Porsche trained technicians.”

*drops car off of lift*

[Merlin69]

Incredible... Hope you will get news soon from the store manager.

[samuel019]

OMG Brother that is a terrible job.

I never let the A D size my watches BUT in this day and age with sticker removing and sizing etc etc etc I get it.

I tell my A D when I get the opportunity, not often lol, I will size it when I get home.

Just spend a $100 bucks or so and get the proper screwdriver and some springbar pliers. Not that you need necessarily the springbar pliers but watches with the easy link it comes in handy. Just some basic overall tools is my point. Once you get over the nerve of doing it once you will do 1000 times. Nothing to it after the first time.


I'm sure with the right tools even with one hand covering one eye standing on one leg you can do a better job then that hack job.

[911991]

you should also get their admitting to fault and damage to your watch in writing.

[cerbom]

To the OP er, Not your fault at all but try not to let this take the joy out of life, it s not right, but put in lifes perspective this is minor. I am sympathetic as I am the same way with cars. Then when you give something over for repair and you say, "this item is unscratched and I d like it back the same way" you are a PITA, LOL.

[Frank McKay]

How can they possibly be that careless handling the watch? who ever is responsible should not be handling watches any longer.

[Gab27]

Originally Posted by cerbom

That s kinda funny. So they have all this stuff and they still damaged the watch. Now they want to see what Rolex says about their carelessness. I don t have much confidence here but good luck.

That's how I interpret that response. Very boilerplate language that intentionally avoids accepting any responsibility or committing to any form of solution.

OP, you might want to see how much Rolliworks or LAWW would charge to fix this...

[Casotakar]

Damn, that would irritate anyone, sorry to see. I agree, scratches should be put there on your own accord, not a dealer doing a simple fix. The response from the manager sounds like they are now back peddling a bit.

As others said, bergeon 7825 + horofix screw driver + thin yellow scotch tape + your labor = hassle free and fun watch tinkering.


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