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watchmework · 20 July 2017, 10:35 AM

So it took me a few weeks to notice this after buying my SubC, but last night I was giving my Sub a thorough look over and noticed that a few of my screw heads and links were pretty badly damaged/scratched from the rep who sized my watch after the purchase. I know I should have checked prior to leaving, but it's my first big watch purchase and was so distracted by the excitement of looking at it that I didn't think to check for damage on the screw heads. After I noticed a link and two screws that were on the watch were messed up, I checked the two links the link they removed and put in one of those baggies, they were also scratched.

I reached out to the assistant manager at the AD with the situation and some photos. He apologized and offered to order new parts for me, without any real argument which is what should happen...though, admittedly I was expecting some resistance considering the stories I've heard about Tourneau.

Should be roughly two weeks until I can swap out the links and screws...is there any reason I shouldn't return the originals?

Kind of a crappy situation but at least they are working with me to remedy it right?

pillboy · 20 July 2017, 10:59 AM

I don't know what more you could ask for...maybe mileage for the return trip to the store. And there will be no way they will let you keep the damaged ones. More important...who at the store is going to swap out the new hardware?

116500LN · 20 July 2017, 11:04 AM

No reason to keep the originals. People make mistakes and they're making it right. Life's too short to get screwed by screws.

watchmework · 20 July 2017, 11:04 AM

Quote:

Originally Posted by pillboy

I don't know what more you could ask for...maybe mileage for the return trip to the store. And there will be no way they will let you keep the damaged ones. More important...who at the store is going to swap out the new hardware?

I'm not expecting more, or anything else other than the new parts. That's the question I'm debating right now with myself...either I'm going to have them just hand me the new parts or I can ask the assistant manager to change them in front of me, with a thorough look before I leave.

RichM · 20 July 2017, 12:11 PM

I'm sure you could ask them to change them in front of you. Ideally, since they screwed (pardon the pun) up once already, would you want them to do it?

If you're uncomfortable doing it yourself, you have no choice. I'm sure they'll get it right this time.

GB-man · 20 July 2017, 12:40 PM

No reason not to return the damaged links. I've been there as well unfortunately. In fact just recently with a highly anticipated release

watchmework · 20 July 2017, 12:47 PM

Quote:

Originally Posted by GB-man

No reason not to return the damaged links. I've been there as well unfortunately. In fact just recently with a highly anticipated release

Sorry to hear that Tom, but glad you were able to get it straightened out! I'm looking forward to doing the same.

swils8610 · 20 July 2017, 12:49 PM

Happens all the time at AD's. As long as they make it right.

Sent from my iPhone using Tapatalk Pro

GB-man · 20 July 2017, 12:57 PM

Quote:

Originally Posted by watchmework

Sorry to hear that Tom, but glad you were able to get it straightened out! I'm looking forward to doing the same.

Thanks and yes I was taken care of thankfully

Quote:

Originally Posted by swils8610

Happens all the time at AD's. As long as they make it right.

Sent from my iPhone using Tapatalk Pro

We all know it's a huge dice roll to let the AD size. I was feeling good and let them size, after all they hadn't done me wrong in the past. First time for everything.

Mr DateJust · 20 July 2017, 05:21 PM

I can't believe this still goes on with AD's. It's totally unacceptable as they are simply not using the correct screw driver. It is 100% laziness on their pet just grabbing what ever tool is laying about and there is no excuse. You MUST use the screwdriver from the resizing kit or the sea dweller tool kit screwdriver. The head must be hollow ground to fit the screw heads exactly. Rolex need to put pressure on AD's around this and get them trained properly. This is why I never let the AD size bracelets. I have had 3 watches damaged in the past like this. Make sure the AD replaces the links and screws not just the screws. Links are finished with the screws in and you will never get a proper match unless you get the link and screw replaced together. This is one of my pet hates.

peterpl · 20 July 2017, 06:22 PM

Most ADs should know the trick about heating the bracelet in hot water or something to loosen the loctite. That is very common knowledge now.

It makes the job 1000x easier.

watchmework · 20 July 2017, 09:06 PM

Quote:

Originally Posted by Mr DateJust

I can't believe this still goes on with AD's. It's totally unacceptable as they are simply not using the correct screw driver. It is 100% laziness on their pet just grabbing what ever tool is laying about and there is no excuse. You MUST use the screwdriver from the resizing kit or the sea dweller tool kit screwdriver. The head must be hollow ground to fit the screw heads exactly. Rolex need to put pressure on AD's around this and get them trained properly. This is why I never let the AD size bracelets. I have had 3 watches damaged in the past like this. Make sure the AD replaces the links and screws not just the screws. Links are finished with the screws in and you will never get a proper match unless you get the link and screw replaced together. This is one of my pet hates.

I completely agree. I actually called one of the ADs in my area yesterday to see if they could order me a Rolex 2100 tool, this is the same AD that butchered my hardware. The rep I spoke with was insistent that Rolex did not have a screwdriver and that they used whatever generic one they had available in the store to resize bracelets. When he told me that I couldn't help but inform him that he was wrong and that using the wrong tool could damage screws, as they did with mine...what a joke.

1William · 20 July 2017, 09:11 PM

Glad it will be taken care of. I would let them change it out, and it does not need to be in front of me. Just inspect the watch when they are done.

watchmework · 20 July 2017, 09:31 PM

Quote:

Originally Posted by 1William

Glad it will be taken care of. I would let them change it out, and it does not need to be in front of me. Just inspect the watch when they are done.

Sounds good, thank you William!

KenNethcole · 20 July 2017, 09:49 PM

Just b glad they are taking care of you and not screwing you over

.

rolexgiants · 20 July 2017, 09:50 PM

I'm bringing a new watch today to the RSC on 5th avenue for sizing. I hope they know what to do over there!

kilyung · 20 July 2017, 10:26 PM

Glad they're resolving the issue. Next time adjust it yourself and avoid the headache.

KBM · 20 July 2017, 10:31 PM

This is one of the few stories around of the AD immediately making things right without any resistance. Good on them.

fullcourt · 20 July 2017, 10:31 PM

that's good....enjoy

20 July 2017, 10:35 AM	#1
watchmework "TRF" Member Join Date: Jun 2017 Location: DC Watch: 126710BLRO, 116600 Posts: 7,869	AD needs to replace screws and links after damaging during initial purchase So it took me a few weeks to notice this after buying my SubC, but last night I was giving my Sub a thorough look over and noticed that a few of my screw heads and links were pretty badly damaged/scratched from the rep who sized my watch after the purchase. I know I should have checked prior to leaving, but it's my first big watch purchase and was so distracted by the excitement of looking at it that I didn't think to check for damage on the screw heads. After I noticed a link and two screws that were on the watch were messed up, I checked the two links the link they removed and put in one of those baggies, they were also scratched. I reached out to the assistant manager at the AD with the situation and some photos. He apologized and offered to order new parts for me, without any real argument which is what should happen...though, admittedly I was expecting some resistance considering the stories I've heard about Tourneau. Should be roughly two weeks until I can swap out the links and screws...is there any reason I shouldn't return the originals? Kind of a crappy situation but at least they are working with me to remedy it right?

20 July 2017, 12:11 PM	#5
RichM 2024 SubLV41 Pledge Member Join Date: Mar 2015 Real Name: Richie Location: "Nowhere Man" Watch: out now,take care! Posts: 29,750	I'm sure you could ask them to change them in front of you. Ideally, since they screwed (pardon the pun) up once already, would you want them to do it? If you're uncomfortable doing it yourself, you have no choice. I'm sure they'll get it right this time. __________________ "I love to work at nothing all day" TRF #139960

20 July 2017, 12:40 PM	#6
GB-man 2024 SubLV41 Pledge Member Join Date: Nov 2012 Location: USA Watch: addiction issues Posts: 37,355	No reason not to return the damaged links. I've been there as well unfortunately. In fact just recently with a highly anticipated release __________________

20 July 2017, 09:49 PM	#15
KenNethcole "TRF" Member Join Date: Jun 2014 Location: Socal Posts: 861	Just b glad they are taking care of you and not screwing you over.

20 July 2017, 10:31 PM	#19
fullcourt "TRF" Member Join Date: Oct 2010 Real Name: dp Location: chicago, usa Watch: panerai Posts: 2,369	that's good....enjoy __________________ dp just living the dream chicago, usa chgo_risti on IG

20 July 2017, 10:59 AM	#2
pillboy "TRF" Member Join Date: Jul 2016 Real Name: Mark Location: Minnesota, USA Posts: 84	I don't know what more you could ask for...maybe mileage for the return trip to the store. And there will be no way they will let you keep the damaged ones. More important...who at the store is going to swap out the new hardware?

20 July 2017, 11:04 AM	#3
116500LN Banned Join Date: Mar 2017 Location: -Nan Posts: 365	No reason to keep the originals. People make mistakes and they're making it right. Life's too short to get screwed by screws.

20 July 2017, 12:49 PM	#8
swils8610 2024 SubLV41 Pledge Member Join Date: Sep 2012 Real Name: shannon Location: usa Posts: 9,210	Happens all the time at AD's. As long as they make it right. Sent from my iPhone using Tapatalk Pro

20 July 2017, 05:21 PM	#10
Mr DateJust "TRF" Member Join Date: Dec 2010 Location: Glasgow, UK Watch: 16570 Posts: 909	I can't believe this still goes on with AD's. It's totally unacceptable as they are simply not using the correct screw driver. It is 100% laziness on their pet just grabbing what ever tool is laying about and there is no excuse. You MUST use the screwdriver from the resizing kit or the sea dweller tool kit screwdriver. The head must be hollow ground to fit the screw heads exactly. Rolex need to put pressure on AD's around this and get them trained properly. This is why I never let the AD size bracelets. I have had 3 watches damaged in the past like this. Make sure the AD replaces the links and screws not just the screws. Links are finished with the screws in and you will never get a proper match unless you get the link and screw replaced together. This is one of my pet hates.

20 July 2017, 06:22 PM	#11
peterpl Banned Join Date: Aug 2012 Location: . Posts: 6,692	Most ADs should know the trick about heating the bracelet in hot water or something to loosen the loctite. That is very common knowledge now. It makes the job 1000x easier.

20 July 2017, 09:11 PM	#13
1William 2024 SubLV41 Pledge Member Join Date: Nov 2010 Location: North Carolina Watch: Rolex/Others Posts: 47,776	Glad it will be taken care of. I would let them change it out, and it does not need to be in front of me. Just inspect the watch when they are done.

20 July 2017, 09:50 PM	#16
rolexgiants "TRF" Member Join Date: Aug 2008 Location: new york, usa Posts: 2,903	I'm bringing a new watch today to the RSC on 5th avenue for sizing. I hope they know what to do over there!

20 July 2017, 10:26 PM	#17
kilyung 2024 SubLV41 Pledge Member Join Date: Jul 2009 Location: Cave Watch: Sundial Posts: 33,940	Glad they're resolving the issue. Next time adjust it yourself and avoid the headache.

20 July 2017, 10:31 PM	#18
KBM 2024 SubLV41 Pledge Member Join Date: Jan 2010 Real Name: K. Location: 780 Posts: 10,460	This is one of the few stories around of the AD immediately making things right without any resistance. Good on them.

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