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SubmarinerMan · 14 July 2009, 07:11 AM

As some of you may know I have had on going problems with my Sea-Dweller DEEPSEA's lume. I had to have the hands replaced when the watch was two weeks old due to the dead lume spots and when I got it back the watch had dust under the dial so the dial had to be replaced.

Two days after i got it back i noticed dead lume on the new dial on the 6'0clock baton and the 12, so i took it back to London RSC and they could not see a problem with it so they didn't do anything. So i took it back to the AD for them to sort it out and I got the watch back today with a letter from Rolex stating that they will not replace the dial. When i got home i took the watch out of the plastic casing it was in i noticed that Rolex has scratched the Titanium caseback of my watch.

I've had enough of what Rolex has done to my watch and I am at the end of my tether. Should i write to Rolex in Geneva? Should I demand for a new watch? What should i do?

Matt.

scootnfast · 14 July 2009, 07:17 AM

Sorry to hear about your problems. Yes I would demand a new watch and if they dont want to replace it I would write a letter threatening them with trading standards as goods are not fit for purpose IMO. You paid enough so you should get a watch which is 110% perfect. Good luck

kcmo · 14 July 2009, 07:19 AM

Ridiculous! You definitely deserve a new watch! In fact I would have requested one in the beginning when you discovered that you needed to have the hands replaced.

dicin · 14 July 2009, 07:49 AM

They should replace the watch.

1 … Send the AD and RSC a letter placing them on notice. Include all the facts (dates, Conversations, etc) along with the remedy sought. Give them NO more than 10 business days to respond.

2 … If no response file a small claims suit in court.

damoyorkie · 14 July 2009, 08:12 AM

Matt, if you eventually need a solicitors letter, give me a shout. I would be delighted to do it for free.

I think that if you pay for one of the best watches in the world, then you can expect the watch to live up to the standard, and the manufacturer to honour that.

Also, it might help me redress the karmic balance for some of those jokes I have put on that you have rbeen rolling round the floor laughing at !

PM me if you need to.

SubmarinerMan · 14 July 2009, 08:17 AM

Quote:

Originally Posted by damoyorkie

Matt, if you eventually need a solicitors letter, give me a shout. I would be delighted to do it for free.

I think that if you pay for one of the best watches in the world, then you can expect the watch to live up to the standard, and the manufacturer to honour that.

Also, it might help me redress the karmic balance for some of those jokes I have put on that you have rbeen rolling round the floor laughing at !

PM me if you need to.

Thanks mate I will if I need to.

RW16610 · 14 July 2009, 08:26 AM

That is totally insane. Rolex is amazing and should sort this out for you. Write the letter to Rolex SA directly if you have no luck locally soon. Have sent them a letter in the past and got a very quick response (and it was not for an issue like this, customer service related with Rolex Canada reps). Anyways, hopefully this all gets sorted out soon so you can enjoy your watch and put all of this behind you if you can after. Keep us posted

allanofcalifornia · 14 July 2009, 10:52 AM

Quote:

Originally Posted by kcmo

Ridiculous! You definitely deserve a new watch! In fact I would have requested one in the beginning when you discovered that you needed to have the hands replaced.

x2!

Allan

DARK_KNIGHT · 14 July 2009, 11:11 AM

KEEP CAREFUL RECORDS ! Names, places, faces, who said what. It's great you already have something in writing.

INSANE what they did and are doing.

INSANE. It's nothing for ROLEX to make it right from the git-go. How cheapish of them to begin with.

Maybe 1 in 1,000 but it still counts.

Keep update's flowing !

sleddog · 14 July 2009, 11:16 AM

x3! A watch of that caliber should be perfect in all respects!! The customer is always right!!(mostly

)..If its obvious to the naked eye it should be replaced or made right to the buyer!! Rob

AIKO · 14 July 2009, 12:03 PM

It should be perfect! But just to be curious, is it possible to post photos to see what the issue is? Would help me visualize the issue.

bodybump · 14 July 2009, 12:27 PM

was it still under warranty??

Z-Sub · 14 July 2009, 03:04 PM

Quote:

Originally Posted by bodybump

was it still under warranty??

I would think so and this just came out last year, not even two years

LocoNBroko · 14 July 2009, 03:38 PM

As much as it pains me to say, Rolex will take care of you... I am not the least bit pleased with them at the moment, but they took care of a situation I had with an AD last month.
As has been stated, keep very good records of everything and do not back down. Once it gets to someone of importance in Geneva you will see just how quickly things can happen.

idk01 · 14 July 2009, 03:52 PM

WOW Matt,

Mate I certainly hope this gets sorted swiftly, I know I can be the customer from hell, but man I would be going ballistic, I had issues with my DD years ago just after purchase, but was all looked after real fast, hope I don't have any issues on the next purchase.

Good luck my friend!

Dave.

Tombstone · 14 July 2009, 04:25 PM

I am also sorry for the trouble Rolex (the modern day fools they they seem to be now days) are giving you. I agree with most on the forum, try to call, write, or work this out the best you can. If worse comes to worse I would go to court and address the issues there. It may also help to get opinions from watch smiths not ADs for court and to verify what you feel is wrong with the watch is valid. The small fee you may pay to an expert will be good information for any legal arguments. Ask the watch smith to document his/her findings.

Rolex is feeling(big time sales loss/loss of money they thought would be there forever) the heat and the company is trying to save every amount of money they can (like many companies now days, still it does not make what they are doing to you correct) so Rolex not seeing the big picture screws you over being cheap throwing away the so called world famous Rolex customer service and forgetting when this economic trouble ends you will be turned off and will NEVER even entertain the idea of buying another Rolex watch.

I would suggest don’t make a threat to Rolex you will go to court, just file and let the courts send notice to Rolex. Like many corporations Rolex will do the cost analysis and settle with you long before you even go to court. Rolex will never want to pay an attorney when they know they are dead wrong and when they understand their punk games of trying to make you go away have failed.

Poor customer service was one of many reasons I turned sour on Rolex. 15 Rolex watches and Rolex could care less about me as customer. Well Ex-loyal customer that is.

Once again brother I must insist on saying shame on you Rolex and your short sightedness.

padi56 · 14 July 2009, 06:07 PM

Quote:

Originally Posted by bodybump

was it still under warranty??

Well think about it first its DSSD and they were only released very recently

SubmarinerMan · 14 July 2009, 09:33 PM

Thanks guys for the support. I will be sending a letter to Geneva later today and hopefully I will hear back from them soon.

This isn't the first time I have had problems with Rolex. I got my Submariner back last month from a service and it had been ruined, it was running 15 secs fast per day, it has dents all over ther lugs and the bracelet looked like it was re-finished by a toddler. Got my AD to send it straight back to Rolex. I have been told I will get it back in 5 weeks. ( I'm not having much luck at the moment with Rolex)

Thanks again guys.

Matt.

14 July 2009, 07:11 AM	#1
SubmarinerMan "TRF" Member Join Date: May 2009 Real Name: Matt Location: Bedfordshire, UK Watch: 16610LV Posts: 1,046	Having Problems with Rolex!!!! As some of you may know I have had on going problems with my Sea-Dweller DEEPSEA's lume. I had to have the hands replaced when the watch was two weeks old due to the dead lume spots and when I got it back the watch had dust under the dial so the dial had to be replaced. Two days after i got it back i noticed dead lume on the new dial on the 6'0clock baton and the 12, so i took it back to London RSC and they could not see a problem with it so they didn't do anything. So i took it back to the AD for them to sort it out and I got the watch back today with a letter from Rolex stating that they will not replace the dial. When i got home i took the watch out of the plastic casing it was in i noticed that Rolex has scratched the Titanium caseback of my watch. I've had enough of what Rolex has done to my watch and I am at the end of my tether. Should i write to Rolex in Geneva? Should I demand for a new watch? What should i do? Matt. __________________ Rolex Submariner 16610 LV 'M'. Rolex Submariner 16610 'M'. Rolex Sea-Dweller 126600. Omega Seamaster 2226.80.00. Omega Seamaster Planet Ocean 2907.50.91 .

14 July 2009, 07:49 AM	#4
dicin "TRF" Member Join Date: Feb 2009 Real Name: Nick Location: Canada Posts: 141	They should replace the watch. 1 … Send the AD and RSC a letter placing them on notice. Include all the facts (dates, Conversations, etc) along with the remedy sought. Give them NO more than 10 business days to respond. 2 … If no response file a small claims suit in court. __________________ GMT Master II Pepsi ... Z Series GMT Master IIc TT 116713 LN ... V Series Submariner Date ... V Series GMT Master IIc 116710 LN Patek Philippe, Panerai, Zenith, Breitling, Oris, Fortis, IWC, Seiko

14 July 2009, 11:16 AM	#10
sleddog TRF Moderator & 2024 SubLV41 Patron Join Date: Jul 2007 Real Name: Rob Location: Nearby. Posts: 24,931	x3! A watch of that caliber should be perfect in all respects!! The customer is always right!!(mostly)..If its obvious to the naked eye it should be replaced or made right to the buyer!! Rob

14 July 2009, 12:27 PM	#12
bodybump ⭐⭐⭐⭐⭐⭐ 2024 SubLV41 Sponsor & Boutique Seller Join Date: Sep 2008 Real Name: Oscar Location: Florida Watch: Me!!! Posts: 23,233	was it still under warranty?? __________________

14 July 2009, 03:52 PM	#15
idk01 "TRF" Member Join Date: Jan 2009 Real Name: Dave Location: Australia Watch: DJ16233TT Posts: 18,485	WOW Matt, Mate I certainly hope this gets sorted swiftly, I know I can be the customer from hell, but man I would be going ballistic, I had issues with my DD years ago just after purchase, but was all looked after real fast, hope I don't have any issues on the next purchase. Good luck my friend! Dave. __________________ *Apprentice to Terry Newton; Superstar and Fake Sleuth*

14 July 2009, 07:17 AM	#2
scootnfast Member Join Date: Jul 2009 Location: Staffordshire Watch: Rolex Precision Posts: 32	Sorry to hear about your problems. Yes I would demand a new watch and if they dont want to replace it I would write a letter threatening them with trading standards as goods are not fit for purpose IMO. You paid enough so you should get a watch which is 110% perfect. Good luck

14 July 2009, 07:19 AM	#3
kcmo "TRF" Member Join Date: Jan 2007 Real Name: Karis Location: USA Posts: 19,377	Ridiculous! You definitely deserve a new watch! In fact I would have requested one in the beginning when you discovered that you needed to have the hands replaced.

14 July 2009, 08:12 AM	#5
damoyorkie "TRF" Member Join Date: May 2009 Real Name: Damien Location: United Kingdom Watch: Sea Dweller Posts: 207	Matt, if you eventually need a solicitors letter, give me a shout. I would be delighted to do it for free. I think that if you pay for one of the best watches in the world, then you can expect the watch to live up to the standard, and the manufacturer to honour that. Also, it might help me redress the karmic balance for some of those jokes I have put on that you have rbeen rolling round the floor laughing at ! PM me if you need to.

14 July 2009, 08:26 AM	#7
RW16610 2024 SubLV41 Pledge Member Join Date: Apr 2008 Real Name: Rommel Location: Toronto Canada Watch: 116710LN Posts: 9,203	That is totally insane. Rolex is amazing and should sort this out for you. Write the letter to Rolex SA directly if you have no luck locally soon. Have sent them a letter in the past and got a very quick response (and it was not for an issue like this, customer service related with Rolex Canada reps). Anyways, hopefully this all gets sorted out soon so you can enjoy your watch and put all of this behind you if you can after. Keep us posted

14 July 2009, 11:11 AM	#9
DARK_KNIGHT "TRF" Member Join Date: Jan 2008 Real Name: Jack Location: Dothan Watch: Cartier Posts: 1,236	KEEP CAREFUL RECORDS ! Names, places, faces, who said what. It's great you already have something in writing. INSANE what they did and are doing. INSANE. It's nothing for ROLEX to make it right from the git-go. How cheapish of them to begin with. Maybe 1 in 1,000 but it still counts. Keep update's flowing !

14 July 2009, 12:03 PM	#11
AIKO "TRF" Member Join Date: Nov 2008 Location: South Carolina Posts: 1,937	It should be perfect! But just to be curious, is it possible to post photos to see what the issue is? Would help me visualize the issue.

14 July 2009, 03:38 PM	#14
LocoNBroko Banned Join Date: Feb 2008 Location: California Watch: GMTIIcSUBUBFDSDDS Posts: 334	As much as it pains me to say, Rolex will take care of you... I am not the least bit pleased with them at the moment, but they took care of a situation I had with an AD last month. As has been stated, keep very good records of everything and do not back down. Once it gets to someone of importance in Geneva you will see just how quickly things can happen.

14 July 2009, 04:25 PM	#16
Tombstone "TRF" Member Join Date: Jan 2007 Real Name: Richard Location: LV, NV Watch: LV Sub and others Posts: 2,689	I am also sorry for the trouble Rolex (the modern day fools they they seem to be now days) are giving you. I agree with most on the forum, try to call, write, or work this out the best you can. If worse comes to worse I would go to court and address the issues there. It may also help to get opinions from watch smiths not ADs for court and to verify what you feel is wrong with the watch is valid. The small fee you may pay to an expert will be good information for any legal arguments. Ask the watch smith to document his/her findings. Rolex is feeling(big time sales loss/loss of money they thought would be there forever) the heat and the company is trying to save every amount of money they can (like many companies now days, still it does not make what they are doing to you correct) so Rolex not seeing the big picture screws you over being cheap throwing away the so called world famous Rolex customer service and forgetting when this economic trouble ends you will be turned off and will NEVER even entertain the idea of buying another Rolex watch. I would suggest don’t make a threat to Rolex you will go to court, just file and let the courts send notice to Rolex. Like many corporations Rolex will do the cost analysis and settle with you long before you even go to court. Rolex will never want to pay an attorney when they know they are dead wrong and when they understand their punk games of trying to make you go away have failed. Poor customer service was one of many reasons I turned sour on Rolex. 15 Rolex watches and Rolex could care less about me as customer. Well Ex-loyal customer that is. Once again brother I must insist on saying shame on you Rolex and your short sightedness. __________________ Always working...by choice

14 July 2009, 09:33 PM	#18
SubmarinerMan "TRF" Member Join Date: May 2009 Real Name: Matt Location: Bedfordshire, UK Watch: 16610LV Posts: 1,046	Thanks guys for the support. I will be sending a letter to Geneva later today and hopefully I will hear back from them soon. This isn't the first time I have had problems with Rolex. I got my Submariner back last month from a service and it had been ruined, it was running 15 secs fast per day, it has dents all over ther lugs and the bracelet looked like it was re-finished by a toddler. Got my AD to send it straight back to Rolex. I have been told I will get it back in 5 weeks. ( I'm not having much luck at the moment with Rolex) Thanks again guys. Matt. __________________ Rolex Submariner 16610 LV 'M'. Rolex Submariner 16610 'M'. Rolex Sea-Dweller 126600. Omega Seamaster 2226.80.00. Omega Seamaster Planet Ocean 2907.50.91 .

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