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Old 14 April 2019, 11:18 AM   #1
Valedictorian
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Rolex AD scratched new Tudor GMT lugs

Hello

Last week, I went to the Rolex AD in Dubai Mall and asked them to replace the frabric strap of my new Tudor GMT by the riveted bracelet, which I bought new. They (i.e. 2 different sales associates) tried to fit the bracelet and scratched the lugs relatively badly, mostly on the inside and in the back but one lug also in the front. Still, they didn’t manage to fit the bracelet and told me they’ll send it to the local RSC. The next day, RSC called me and I told them the story, after which they agreed to polish the lugs free of charge and fit the bracelet using a ‘special tool’. They told me it’ll take them a week and that I’ll get the watch back next week Thursday. I requested them to polish only lightly, not more than necessary.

Even though I understand that scratches are unavoidable, it bothers me that I had to deal with such amateurs at the AD. The watch has never been worn (QR code sticker still on) and the idea of wearing one that’s already polished from the get-go also bothers me. Especially because I usually never polish my watches.

I hope they’ll do a decent job at the RSC and that I won’t notice anything when the watch is back. If they screw it up, they certainly won’t replace anything.

What’s generally the quality of service at the RSCs?
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Old 14 April 2019, 11:32 AM   #2
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I wouldn't worry. Rolex usually does a good job with Rolex watches.
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Old 14 April 2019, 12:20 PM   #3
Onikage
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Sales associates shouldn't even attempt bracelet changes. They're barely capable of sizing. Haven't you seen what generally happens when they have to remove links?
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Old 14 April 2019, 01:10 PM   #4
904VT
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Quote:
Originally Posted by Onikage View Post
Sales associates shouldn't even attempt bracelet changes. They're barely capable of sizing. Haven't you seen what generally happens when they have to remove links?
Agreed bracelet changes are better left for the watchmakers at your AD if on staff.
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Old 14 April 2019, 02:09 PM   #5
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Stay away from the Dubai Mall and MOE dealers. That's a fact, they really add zero value to your life.
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Old 14 April 2019, 03:13 PM   #6
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Learn how to do it yourself.
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Old 14 April 2019, 03:30 PM   #7
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Quote:
Originally Posted by Onikage View Post
Sales associates shouldn't even attempt bracelet changes. They're barely capable of sizing. Haven't you seen what generally happens when they have to remove links?
This
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Old 14 April 2019, 03:56 PM   #8
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Agree with what’s already been said, I don’t trust ADs to size or change bracelets without scratching them. I’ve learned to do it myself.....I’ve had a few watches sent to RSC for refurbishment, they always comeback absolutely beautiful....you’ve no worries at all, your watch will come back perfect.
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Old 14 April 2019, 04:03 PM   #9
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Funny how people on this forum are always advising against sending older watches to Rolex for polishing but do not seem to mind having to do so for a brand new watch damaged by an incompetent dealer's mistake
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Old 17 April 2019, 12:31 AM   #10
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Update: the watch came back (2 days early) and they did an incredible job. It looks brand new, even the bevels on the lugs are fantastically well done. They also replaced the spring bars and gave me this sturdy watch pouch with a zipper. All in all, I’m very happy. Thanks to all the replies and the encouraging PMs.
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