Just got sub back from RSC its the case is scratched

[youngr]

Hi all I have been to my AD to pick up my sub as they sent it in to have the bezel insert replaced and it has come back and the case sides have loads of scratches. It’s as if they have used a cloth to clean it and put long lines down the sides. Should I complain or leave it as it could have been the AD giving it a wipe before giving it to me. I will try and get some pics but my camera doesn’t has a macro mode.

Richard

[Watch Professor]

I would definitely complain. To me, this is unacceptable.

[Psmith]

Hi Richard

Take the watch back to the AD as soon as possible. It should have left the RSC in at least the same condition as when you gave it to the AD. Take some pics as well - do you have any 'before' pics?

If the scratches are light, it will be easy for the RSC to buff it up like new again





Cheers

[Colnago]

When I got my Explorer II back from Bexley a couple of months ago it came in one of the plastic boxes they use when the watches are first supplied to the AD's.....it was un-touched and perfect.....sounds like your AD took it out and gave it a wipe thinking they were doing you a service when in reality they have spoilt it for you.....however your watch (unless it is a safe queen) is going to soon have many such scratches unless you are unbelievably careful with it....I know it's no excuse and I would have been gutted too....but my Explorer II now has plenty of fine scratches......I suppose it depends just how bad they are and just how annoyed you are as to whether it's worth complaining.....

Clive, that sounds like a reasonable option until you know how long Bexley take.....they are quite brilliant but they do take their time being brilliant!!!

[padi56]

Originally Posted by youngr

Hi all I have been to my AD to pick up my sub as they sent it in to have the bezel insert replaced and it has come back and the case sides have loads of scratches. It’s as if they have used a cloth to clean it and put long lines down the sides. Should I complain or leave it as it could have been the AD giving it a wipe before giving it to me. I will try and get some pics but my camera doesn’t has a macro mode.

Richard

First I cannot understand why they sent your watch to the RSC for such a simple thing in changing a bezel insert.It takes even if you never done it before around half a hour and thats being very careful.Once you done a few
times its just minutes,if the RSC put the scratches on then they should make it good. But if they used a cloth it must have been a dirty gritty cloth to scratch the polished sides..

[Psmith]

Originally Posted by Colnago

Clive, that sounds like a reasonable option until you know how long Bexley take.....they are quite brilliant but they do take their time being brilliant!!!

Guess I'm spoilt Bill - Rolex Australia are a 20 min stroll away from me (not that it makes them any faster/slower...)


Personally I wouldn't worry about light scratches - as you say, they're going to happen anyway. But better if you put 'em there yourself...




Cheers

[youngr]

The AD is goldsmiths and they dont have a watchmaker onsite thats why it was sent to Rolex direct. The scratches are very light and i no i will get more but the sides of the case had none before it was sent in. If i had done them i could live with it.

[Psmith]

Richard - if the scratches are very light, perhaps try using a Cape Cod cloth on the case sides?

I know the first scratches are annoying, but there will be many more. At service time the watch can be refinished like new.



Cheers

[Colnago]

Originally Posted by youngr

The AD is goldsmiths and they dont have a watchmaker onsite thats why it was sent to Rolex direct. The scratches are very light and i no i will get more but the sides of the case had none before it was sent in. If i had done them i could live with it.

That's fair do's, Richard....I'd be cheesed off as well.....funnily enough it's a branch of Goldsmiths I use as well....they were an AD for years but ours is a small town and they just mustn't have shifted enough stock....they lost their AD status about ten years ago, I was gutted.....but, they still give me absolutely top class service, I cannot sing their praises loud enough...they always give me the option of "their man" with a Rolex parts account, same price but twice as quick, or the full Bexley service...I had to use Bexley for the Explorer II, it needed a good polish and I think the kit they use to do the bezel is a bit special and not all independants have it......

[NorthernPike]

Utterly unacceptable. They should fix it.

[youngr]

Have just tried to take a picture but cant get the watch into focus as im only using a compac. I really dont no what to do. On one had i want it fixed but on the other i only really want it polished when serviced.

[Colnago]

Set your camera to very high resolution, take a picture under strong light or with a flash, the flash especially will show up all the hairlines....if you have a macro setting use that, if you don't then you will need to take a picture from further back and then crop out the part with your watch in and post that.....

[Puffy]

Unreal. I'd go apesh*t. Lodge a formal complaint and keep us posted.

[Psmith]

Richard - it doesn't sound as though it would take much polishing to restore the finish i.e. if it was caused by a dirty cloth. The RSC/AD should make things right for you. I guess it comes down to whether you want to be without the watch again for however long it takes...




Cheers

[Renoir]

That's unacceptable. It's a principle thing, have them return the watch to you in the condition they received it in.

[chris russell]

SS would take a lot more than that, like Scotchbrite.

[ahandle]

sorry to hear about your experience, hope you get it fixed right and soon.

[slevin kelevra]

Hi There,

I feel for yo mate, exactly the same thing happened to me when I sent my watch to bexley. It came back with a fairly bad scratch on the case and lots of small little scratches that you are talking about.

I got absolutely no satisfaction from the service manager at Bexley. They took it back after some fairly heated telephone conversations but they still did not correct the marks to my satisfaction. ie the watch was unmarked when it was sent in originaly as it was only 2 months old but when they returned it to me the second time I can still see imperfections on the case.

I had another very heated conversation with Rolex and they pretty much dont want to hear any complaints as they were very dismissive.

I decided I would not send it back for a 3rd time as they had now had the watch for longer than me!

i would call them and make your feelings known but its up to you wether you send your watch back to them. It was killing me not having a watch that I paid so much money for.

[slevin kelevra]

Originally Posted by Renoir

That's unacceptable. It's a principle thing, have them return the watch to you in the condition they received it in.

Bexley would not do this! I would be looking to send my watch to another RSC.

[Tact]

I would absolutely take it back and have then polish the scratches out. They should definitely accommodate you.

[tifosi]

The same thing happened to my Sub...although I scratched it myself. Gave it a good washing, then decided to do a once over with a cloth that my Omega AD gave me when I bought my Speedmaster. Polished sides were perfect until I wiped it with said cloth. It still bugs me, but since I did it I dont worry. If someone else did it I might want to have it fixed.

[Dr. Robert]

Complain & make them fix it.

[NorthernPike]

I've polished mine withe microfibre cloth they gave me after warranty service. Works beautifully. Watch looks like new.

[Lion]

If you feel confident that your RSC will fix it properly then send it back if you are not happy. Can you AD polish out the scratches???

[Traveler]

Take pictures and send with watch to RSC..my money is on the AD causing the problem..but that is just a guess.

[gmaines]

That is not right, I would take it back for them to fix it. It is the right thing to do.

[JMIND]

Richard, if it bothers you by all means take it back and complain.

[tomallen]

I had a bad experance like yours. I send a GMT back under warrenty it came back with vise or clamp gouges on the lugs

[Christiaan]

Originally Posted by padi56

First I cannot understand why they sent your watch to the RSC for such a simple thing in changing a bezel insert.It takes even if you never done it before around half a hour and thats being very careful.Once you done a few
times its just minutes,if the RSC put the scratches on then they should make it good. But if they used a cloth it must have been a dirty gritty cloth to scratch the polished sides..

Im in the process of doing the same BECAUSE Rolex US only allow the LV inserts to be replaced in house...they wont ship out the part to AD or Authorized watch maker...

[Perdu]

Originally Posted by chris russell

SS would take a lot more than that, like Scotchbrite.

No any cloth will do it if it's not totally clean but it's a very simple fix. Send it back in or if you want to try, use a cape cod cloth first.