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Otto · 4 August 2017, 09:45 PM

Last weekend, I accidentally slammed my 116528 Daytona into a door in Machida. A couple of days later, I noticed what appeared to be three small scratches on the crystal. In over 25 years of owning Rolex watches, scratching a crystal like that was a first for me. Anyway, I tried everything to clean/scrub the crystal in hopes of finding it was not a scratch; but nothing worked. Under the loupe, it clearly appeared as three superficial scratches. Expecting a few hundred dollars cost and a couple of weeks for the crystal change, and even more worried that the scratch might affect the structural integrity of the crystal, I went to RSC Tokyo this afternoon. The lady at the desk looked through a loupe and said they do not polish out scratches on crystals, but she would have the technician take a look. Half an hour later, the watch came back after the technician "polished" out whatever it was; all free of charge. I asked no questions; just gave them my thanks. What a great Friday afternoon!

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GerardoG · 4 August 2017, 09:48 PM

Great outcome on a BEAUTIFUL watch!

Jimbogigolo · 4 August 2017, 09:53 PM

#winning!

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PaulRP · 4 August 2017, 10:15 PM

Great story. Happy it worked out for you.

Gaijin · 4 August 2017, 10:46 PM

Phew!! Good news Otto!

sager · 4 August 2017, 10:50 PM

Wow, great to see they treated you well.

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Old Geezer · 4 August 2017, 11:14 PM

Great outcome. Maybe not universally true but I find it unfortunate that we are now increasingly expecting to receive mediocre service and surprised when we get good service. How things have changed.

timeseek · 4 August 2017, 11:36 PM

It was the right thing to do from a Customer Service perspective. Glad it worked out well for you.

padi56 · 4 August 2017, 11:41 PM

Quote:

Originally Posted by Otto

Last weekend, I accidentally slammed my 116528 Daytona into a door in Machida. A couple of days later, I noticed what appeared to be three small scratches on the crystal. In over 25 years of owning Rolex watches, scratching a crystal like that was a first for me. Anyway, I tried everything to clean/scrub the crystal in hopes of finding it was not a scratch; but nothing worked. Under the loupe, it clearly appeared as three superficial scratches. Expecting a few hundred dollars cost and a couple of weeks for the crystal change, and even more worried that the scratch might affect the structural integrity of the crystal, I went to RSC Tokyo this afternoon. The lady at the desk looked through a loupe and said they do not polish out scratches on crystals, but she would have the technician take a look. Half an hour later, the watch came back after the technician "polished" out whatever it was; all free of charge. I asked no questions; just gave them my thanks. What a great Friday afternoon!

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If they were indeed scratches the only thing that would polish them out would be some sort of diamond paste.But glad its sorted for you and good work on that particular RSC. Its a pity service like that was across the rest of the world's RSC which its sadly lacking in some.

ragingcao · 5 August 2017, 12:24 AM

Good stuff, Otto

sensui · 5 August 2017, 12:46 AM

I'm happy they sorted this for you.

Japanese tend to be nicer usually customer service wise...just more stringent on following policy.

watchwatcher · 5 August 2017, 01:02 AM

Awesome! And I love that watch, Otto.

sea-dweller · 5 August 2017, 02:01 AM

Nice outcome.

Kyle13 · 5 August 2017, 02:06 AM

They probably quickly changed out the crystal and said they polished it lol JK glad you got it sorted out quickly!

Otto · 5 August 2017, 05:58 AM

Quote:

Originally Posted by padi56

If they were indeed scratches the only thing that would polish them out would be some sort of diamond paste.But glad its sorted for you and good work on that particular RSC. Its a pity service like that was across the rest of the world's RSC which its sadly lacking in some.

Yes. I knew polishing it was probably not in the cards and I agree with you. Under the loupe, the scratches seemed apparent, however, risking more problems since I intended to go to RSC anyway, I used an abrasive pad just in case it was some sort of surface contamination, but the blemishes did not diminish. In any event, RSC Tokyo has always been a pleasant place for me to go. The customer service people are uniformly pleasant and the technicians are superb. Whatever they did is fine with me.

Otto · 5 August 2017, 06:00 AM

Quote:

Originally Posted by Kyle13

They probably quickly changed out the crystal and said they polished it lol JK glad you got it sorted out quickly!

Whatever works!

Otto · 5 August 2017, 07:41 AM

Quote:

Originally Posted by sensui

I'm happy they sorted this for you.

Japanese tend to be nicer usually customer service wise...just more stringent on following policy.

True.

Danny83 · 5 August 2017, 07:52 AM

Nice

faz · 5 August 2017, 08:05 AM

Great story. Glad it worked out without any pain.

to RSC japan.

Otto · 5 August 2017, 09:25 AM

I just want to point out I don't think RSC necessarily did anything outside the ordinary, for Japan at least. This would not have been the first time some sort of glue, grime, whatever made it onto a crystal on a watch I owned. My eyes could have tricked me with the scratch, even with the loupe, but even after scrubbing with a kitchen pad, the spots persisted.

BTW, I asked about the new white Day-Date dial. They said they have to wait at least a year before they can sell that new dial if I were to want to switch out dials on my DD 40.

IwateJapan · 5 August 2017, 10:23 AM

Quote:

Originally Posted by Otto

Last weekend, I accidentally slammed my 116528 Daytona into a door in Machida. A couple of days later, I noticed what appeared to be three small scratches on the crystal. In over 25 years of owning Rolex watches, scratching a crystal like that was a first for me. Anyway, I tried everything to clean/scrub the crystal in hopes of finding it was not a scratch; but nothing worked. Under the loupe, it clearly appeared as three superficial scratches. Expecting a few hundred dollars cost and a couple of weeks for the crystal change, and even more worried that the scratch might affect the structural integrity of the crystal, I went to RSC Tokyo this afternoon. The lady at the desk looked through a loupe and said they do not polish out scratches on crystals, but she would have the technician take a look. Half an hour later, the watch came back after the technician "polished" out whatever it was; all free of charge. I asked no questions; just gave them my thanks. What a great Friday afternoon!

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Beautiful story! It's amazing you are in Machida, I frequent the izakayas over there. If you ever want to grab a beer and talk watches the first one is on me.

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IwateJapan · 5 August 2017, 10:25 AM

Quote:

Originally Posted by padi56

If they were indeed scratches the only thing that would polish them out would be some sort of diamond paste.But glad its sorted for you and good work on that particular RSC. Its a pity service like that was across the rest of the world's RSC which its sadly lacking in some.

The fact that Rolex is in Tokyo, combined with tokyo/Japan's overall strive for excellence doesn't surprise me that they went above and beyond. However in other parts of the world, yea, it's a surprise.

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danbrew · 5 August 2017, 10:37 AM

Quote:

Originally Posted by Otto

I used an abrasive pad just in case it was some sort of surface contamination, but the blemishes did not diminish.

no way???

HogwldFLTR · 5 August 2017, 10:46 AM

Glad it was taken care of; can you imagine if it had an AR coating?

4 August 2017, 09:45 PM	#1
Otto 2024 ROLEX SUBMARINER 41 Pledge Member Join Date: Jun 2005 Location: Japan Watch: Daytona and others Posts: 3,023	Good news story from RSC Tokyo Last weekend, I accidentally slammed my 116528 Daytona into a door in Machida. A couple of days later, I noticed what appeared to be three small scratches on the crystal. In over 25 years of owning Rolex watches, scratching a crystal like that was a first for me. Anyway, I tried everything to clean/scrub the crystal in hopes of finding it was not a scratch; but nothing worked. Under the loupe, it clearly appeared as three superficial scratches. Expecting a few hundred dollars cost and a couple of weeks for the crystal change, and even more worried that the scratch might affect the structural integrity of the crystal, I went to RSC Tokyo this afternoon. The lady at the desk looked through a loupe and said they do not polish out scratches on crystals, but she would have the technician take a look. Half an hour later, the watch came back after the technician "polished" out whatever it was; all free of charge. I asked no questions; just gave them my thanks. What a great Friday afternoon! Sent from my iPhone using Tapatalk

5 August 2017, 02:01 AM	#13
sea-dweller "TRF" Member Join Date: Oct 2007 Real Name: Dennis Location: Bay Area - 925 Posts: 40,018	Nice outcome. __________________ TRF Member #6699 (since September 2007)

5 August 2017, 08:05 AM	#19
faz "TRF" Member Join Date: Jun 2016 Real Name: Faz Location: California Watch: like'em all Posts: 4,689	Great story. Glad it worked out without any pain. to RSC japan. __________________ -Faz Instagram @fazmoto

5 August 2017, 10:46 AM	#24
HogwldFLTR 2024 ROLEX SUBMARINER 41 Pledge Member Join Date: Aug 2012 Real Name: Lee Location: 42.48.45N70.48.48 Watch: Too many to list! Posts: 33,693	Glad it was taken care of; can you imagine if it had an AR coating? __________________ Troglodyte in residence! https://www.rolexforums.com/showthread.php?t=808599

4 August 2017, 09:48 PM	#2
GerardoG Banned Join Date: Oct 2005 Real Name: Gerardo Location: Here Watch: ALL of them Posts: 32,098	Great outcome on a BEAUTIFUL watch!

4 August 2017, 09:53 PM	#3
Jimbogigolo "TRF" Member Join Date: Oct 2012 Real Name: Jim Location: NJ Watch: Rolex Daytona W&B Posts: 1,539	#winning! Sent from my iPhone using Tapatalk Pro

4 August 2017, 10:15 PM	#4
PaulRP "TRF" Member Join Date: Jul 2015 Location: CT Watch: Rolex & Cartier Posts: 405	Great story. Happy it worked out for you.

4 August 2017, 10:46 PM	#5
Gaijin 2024 ROLEX DATEJUST41 Pledge Member Join Date: Feb 2007 Location: Japan Watch: ing your back. Posts: 16,179	Phew!! Good news Otto!

4 August 2017, 10:50 PM	#6
sager "TRF" Member Join Date: Jan 2013 Real Name: Sage Location: MENA Posts: 1,563	Wow, great to see they treated you well. Sent from my iPhone using Tapatalk

4 August 2017, 11:14 PM	#7
Old Geezer "TRF" Member Join Date: May 2015 Location: South Carolina Posts: 5,287	Great outcome. Maybe not universally true but I find it unfortunate that we are now increasingly expecting to receive mediocre service and surprised when we get good service. How things have changed.

4 August 2017, 11:36 PM	#8
timeseek "TRF" Member Join Date: Jul 2017 Location: None Posts: 66	It was the right thing to do from a Customer Service perspective. Glad it worked out well for you.

5 August 2017, 12:24 AM	#10
ragingcao "TRF" Member Join Date: Jul 2014 Location: Tokyo Watch: cha talking about? Posts: 2,919	Good stuff, Otto

5 August 2017, 12:46 AM	#11
sensui 2024 Pledge Member Join Date: Jan 2016 Location: San Diego, CA Posts: 12,443	I'm happy they sorted this for you. Japanese tend to be nicer usually customer service wise...just more stringent on following policy.

5 August 2017, 01:02 AM	#12
watchwatcher "TRF" Member Join Date: Jan 2009 Real Name: Larry Location: Kentucky Watch: Yes Posts: 35,047	Awesome! And I love that watch, Otto.

5 August 2017, 02:06 AM	#14
Kyle13 "TRF" Member Join Date: Jun 2015 Location: Los Angeles Posts: 484	They probably quickly changed out the crystal and said they polished it lol JK glad you got it sorted out quickly!

5 August 2017, 07:52 AM	#18
Danny83 2024 ROLEX DATEJUST41 Pledge Member Join Date: Sep 2013 Real Name: Danny Location: Bay Area CA Watch: Yellow Gold Posts: 20,312	Nice

5 August 2017, 09:25 AM	#20
Otto 2024 ROLEX SUBMARINER 41 Pledge Member Join Date: Jun 2005 Location: Japan Watch: Daytona and others Posts: 3,023	I just want to point out I don't think RSC necessarily did anything outside the ordinary, for Japan at least. This would not have been the first time some sort of glue, grime, whatever made it onto a crystal on a watch I owned. My eyes could have tricked me with the scratch, even with the loupe, but even after scrubbing with a kitchen pad, the spots persisted. BTW, I asked about the new white Day-Date dial. They said they have to wait at least a year before they can sell that new dial if I were to want to switch out dials on my DD 40.

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