RSC polished watch against instruction

[Lurizzle]

Timeline of events:

June 13: I dropped off BLNR at my at AD with instructions to replace underpowered mag and for them to look into the movement which was running outside of COSC at +7s/day. I specified that text message or phone call was the preferred method of contact. They confirmed and advised me they would be in touch in about 2-3 wks with a confirmation of the work to be completed after RTSC NY looked at it.
July 14 I wrote an email requesting followup as a month had passed without any contact or estimate of work to be completed.
July 19 AD replied that RSC recommends a full service to fix the +7s and although watch is under warranty, the repair would not be covered because they found a small dent on the case. Due to impact damage, which is not covered, the full service cost would be appx $700 USD. I objected and they conceded that because the watch is under warranty they would adjust the cost down to $490. Agreed. Again I specified the watch was not to be polished.
August 19 AD emailed me that watch was ready for pickup. (No text or phone call was received as requested),. As a result the watch sat at the boutique over a week until I noticed the email.
August 28 I picked up the watch.

The first thing I noticed when I picked up the piece is that all the scratches were gone. It also looked lighter to me. Like the way someone looks when they get a fresh haircut. I couldn't put my finger on it but it looked "different". I asked if the watch had been polished and she told me No. I said whay are all the scratches gone? She told me "I still see scratches, so im not sure what scratches you are missing". She reiterated that the watch was not polished and allowed me to leave the AD boutique with firm confirmation that the watch was not polished.

Unsatisfied with the response I received in the boutique, I called Rolex RSC NY directly and let them know I just want to know what work was done to the watch. It's clear the AD is providing me incorrect information but I felt as the customer it's my right to know what was done to the watch. They said they would be in touch with thee AD.

AD called me back same day and she explained to me that Rolex called her. She said she understands my concerns now and confirmed that she would be refunding the full cost of the repair ($490 + taxes). I pressed her to explain the reason for the refund? Was it because my watch had been polished or not? She conceded that YES, the watch was indeed poslished. She went on about how there will be a re-training for all employees at the boutique to ensure this doesn't happen to anyone else again.

The re-training is good and well, but doesn't help me with the fact that I've had material removed against my wishes due to a comedy of errors. As Subtona once said, Professionalism is following customer directions. Anything else is a failure. The service and communication received has been far from The Rolex Way.

So here I am, turning to my friends in the TRF community seeking your opinions. What recourse do I have? Should I leave well-enough alone with my refund? Or pursue the matter further with either Rolex or the AD? Ideally i would like an unpolished watch. Do I have any leverage? Maybe its just me but it bothers me that a 2-yr old BLNR looks different to me every time I look at it. It also stings when I take it off because I can feel there is just a little less crown on the clasp to flip it open.

And yes, I know I shouldn't have sent it through an AD as the middleman, believe me I have learned the lesson. Lets pls keep comments forward-facing based on what actions I can take and options I have moving forward

For your reference, I include pictures of the polished piece, a barely 2 year old BLNR.

[joli160]

Full service, brand new looking watch, free of charge, what is there to complain ? I do get your point and would not be happy either. Perhaps try to get a new clasp ?

[jack86]

The polish job looks really good.

[Mirx]

I agree that polishing should not have been done if that is what you requested. Fortunately, it looks like their error may not affect you as I really struggle to see what is different with your watch.

Looks new, crisp, beautiful . . . enjoy!

[Runnin' Rebel]

New York
Holy cow
Can they do anything correct. If there's a bright no charge

[Richard Carver]

Are you under the impression the work was done by NY RSC?

[mannyv11]

Gonna be honest it looks like Rolex did an incredible job. I wouldn't be that upset about a free service / polish job from Rolex. The polish thing is getting a little out of control, I can understand looking for a non-polished vintage piece but on a modern timepiece produced in the amount Rolex currently produces it is comparing apples to oranges.

I wouldn't dwell to hard on it since there isn't much that can be done.

[watchwatcher]

At least they did a good job on the polish. I wouldn't get too worked up over it, to be honest.

If you still feel like moving forward, you might want to touch base directly with the RSC and see why they polished the watch against your wishes. And then you can take that "why" and go wherever you want with it.

[Runnin' Rebel]

Originally Posted by joli160

Full service, brand new looking watch, free of charge, what is there to complain ? I do get your point and would not be happy either. Perhaps try to get a new clasp ?

? You think they took that much metal off the clasp that he said he noticed ?? I bet it's a more mental thing, for lack of a better word

[dr35mm]

To be honest I would just wear it, It has been polished against your will, that I understand, but it has been properly polished which is a standard on every full service. Remember those scratches were a result of usage and Its not a crime to polish modern Rolex. I know you are upset (I would be too) but atleast the have recognized their mistake and are assuming responsibilities by refunding. I would wear it and enjoy it.

[Quicksilver]

Looks great to me. I would not be concerned about a polish on a new watch. Its not as if its a vintage model. Yes, they should have followed your instructions but no damage done.

[vintagehartmann]

I would sell it, and pick up another new Rolex.

[MonBK]

Originally Posted by watchwatcher

At least they did a good job on the polish. I wouldn't get too worked up over it, to be honest.

If you still feel like moving forward, you might want to touch base directly with the RSC and see why they polished the watch against your wishes. And then you can take that "why" and go wherever you want with it.

I think it's pretty clear that the AD screwed this up and not RSC.

[Simon_e]

I would be happy with the free work but also ask to buy another gmt without a wait , then sell your old one and you have a new one.

[JayB]

Originally Posted by Lurizzle

I can feel there is just a little less crown on the clasp to flip it open

Really? I can't speak from personal experience but I'd be surprised.

I do understand your frustration as they've gone against your wishes but considering the condition of the watch I'd be more than happy at the end result, and for free.

My advice, wear it, forget about it and enjoy it, so many more important things in life.

[ras47]

It's stories like this that convinced me to ship my 16710 to Dallas (I'm in NJ) instead of NYC. Heck, I could have taken the train into the city and hand delivered the watch to the RSC on 5th Ave. Instead I shipped it to Dallas. The minor hassle of shipping is worth the relative peace of mind derived from avoiding NYC's Rolex service. No matter who actually screwed up, the RSC in New York is always in the center of the mess.

[Abdullah71601]

The watch looks awesome. IMO a new looking BLNR is more valuable than a beat to hell watch. While the AD definitely hosed this up, I think you came out ahead on the transaction. I would walk away smiling on this deal.

[padi56]

Originally Posted by joli160

Full service, brand new looking watch, free of charge, what is there to complain ? I do get your point and would not be happy either. Perhaps try to get a new clasp ?

Exactly this OCD about polishing watches is getting to points of being ridiculous,as long as its done at normal RSC routine service every 5-8 years cannot see any problem.

[sensui]

At least they refunded you...rsc polishing watches despite instruction isn't news anyway. Good thing the six digits got a lot of metal ago s small polish means nothing.

[ras47]

The issue is not so much polishing/not polishing, but rather somebody acting against the expressed wishes of the owner. Imagine if instead of a polishing they replaced vintage hands or a vintage dial because they didn't like the faded look. How pissed would THAT make folks?

People place different values on different things. For me, I'd gladly take the polishing. I'd also take new hands and a dial. I'm not a collector and I don't care about vintage. But that's just me and means nothing to somebody else. Rolex fscked up, and there is no way to un-polish a watch. They can't make it right. The only thing left is compensation to ease the sting.

[uzona]

Have to agree with the above consensus. You made out fine and no sense in
dwellng on it.
In regards to polishing in the future. If yu are afraid of a jeweler using a mechanical polisher to remove scratches etc, try Blue Magic, metal polish cream from Amazon. Have used it for years. Very gentle, removes microscratches on SS and leaves a nice slick silicone coating on entire watch for months of use and easier cleaning. Also leaves a nice silicone coating on the crystal as well making it much easier to clear smudges.
Barely takes a microscopic layer of SS off which is mainly just the tarnish.

Recommended to me by a fine watch jeweler years ago and have used it on several Omega, Rolexes and Zenith SS watches.

[Lurizzle]

Originally Posted by ras47

The issue is not so much polishing/not polishing, but rather somebody acting against the expressed wishes of the owner. Imagine if instead of a polishing they replaced vintage hands or a vintage dial because they didn't like the faded look. How pissed would THAT make folks?

People place different values on different things. For me, I'd gladly take the polishing. I'd also take new hands and a dial. I'm not a collector and I don't care about vintage. But that's just me and means nothing to somebody else. Rolex fscked up, and there is no way to un-polish a watch. They can't make it right. The only thing left is compensation to ease the sting.

I've been looking for a Rolex Cap. Think it's in poor taste to request this from the AD? (I'd mentioned it once before and he said if I buy a watch he would have no problem getting me a cap. That was before the comedy of errors)

[DavidUK]

When I bought my 16610 in July I had a choice of two Subs. One unpolished with sharp lugs which had little nicks out of them, and a cheaper identical model which had just been serviced by RSC but had been polished and had the sharpness missing from the lug edges.

I chose the first, more expensive one.

In the future you may decide to sell and a dealer or private buyer (like me) may prefer the "untouched" patina look.

If I were you, and I'm in the UK remember, I would EXPECT Rolex to exchange the watch for a new one. If they didn't I would threaten them with legal action and carry it through in the small claims court. But before any further complaint action I would get written confirmation that they concede they have got it wrong, and how so, as without this I might struggle in court.

With their written admission they disobeyed your instructions I don't see how you could fail to win a court case. Here the law says you have to be put back in the position you started.
If metal has been removed there is no way of putting it back and so a replacement is the only solution.

[Lurizzle]

OP here. Thank you to everyone who has responded so far. On the bright side, the underpowered mag lens has been corrected which I am happy about - what a difference! For the record the watch appears to be running about +0.25 now. (I will need more time to correctly calculate). I have a 2 yr warranty from Rolex and an additional 2 yr warranty from the AD on the work completed for a total of 4 yrs. Also a new warranty card and nice felt Rolex travel pouch with Rolex micro fiber included.

I especially appreciate everyone sharing their thoughts on the quality of the work done. In my eyes (or in my mind), the corners look just a little duller, even beveled. It just looks less over-engineered. Looks more like a Daytona to me (though not that small)Maybe its all in my head?....

[DavidUK]

Originally Posted by ras47

The issue is not so much polishing/not polishing, but rather somebody acting against the expressed wishes of the owner. Imagine if instead of a polishing they replaced vintage hands or a vintage dial because they didn't like the faded look. How pissed would THAT make folks?

People place different values on different things. For me, I'd gladly take the polishing. I'd also take new hands and a dial. I'm not a collector and I don't care about vintage. But that's just me and means nothing to somebody else. Rolex fscked up, and there is no way to un-polish a watch. They can't make it right. The only thing left is compensation to ease the sting.

The valuer at a Birmingham auction house big on watch sales told me a customer had bought in a very old Sub. He asked "What happened to the dial" when he saw it had been changed. "I just had it serviced, why?"
The valuer suggested the customer get straight on to the RSC and as a result he managed to get the old dial put back on. At the subsequent auction the watch sold for £19,000 more than their estimate had it been auctioned with the service dial.

[DavidUK]

Originally Posted by Lurizzle

OP here. Thank you to everyone who has responded so far. On the bright side, the underpowered mag lens has been corrected which I am happy about - what a difference! For the record the watch appears to be running about +0.25 now. (I will need more time to correctly calculate). I have a 2 yr warranty from Rolex and an additional 2 yr warranty from the AD on the work completed for a total of 4 yrs. Also a new warranty card and nice felt Rolex travel pouch with Rolex micro fiber included.

I especially appreciate everyone sharing their thoughts on the quality of the work done. In my eyes (or in my mind), the corners look just a little duller, even beveled. It just looks less over-engineered. Looks more like a Daytona to me (though not that small)Maybe its all in my head?....

Keep the pouch and cloth. Go for a new one with 5 years!
It'll keep nagging you until you have to sell it... at a loss?

[Quicksilver]

Originally Posted by DavidUK

When I bought my 16610 in July I had a choice of two Subs. One unpolished with sharp lugs which had little nicks out of them, and a cheaper identical model which had just been serviced by RSC but had been polished and had the sharpness missing from the lug edges.

I chose the first, more expensive one.

In the future you may decide to sell and a dealer or private buyer (like me) may prefer the "untouched" patina look.

If I were you, and I'm in the UK remember, I would EXPECT Rolex to exchange the watch for a new one. If they didn't I would threaten them with legal action and carry it through in the small claims court. But before any further complaint action I would get written confirmation that they concede they have got it wrong, and how so, as without this I might struggle in court.

With their written admission they disobeyed your instructions I don't see how you could fail to win a court case. Here the law says you have to be put back in the position you started.
If metal has been removed there is no way of putting it back and so a replacement is the only solution.

They simply gave it a light polish ! They did not destroy the watch and its not a rare vintage that's already been polished 6 or 7 times over its lifetime. The Court would say that the refund of the service cost was more than adequate compensation.

Too much hysteria about this polishing issue.

[DavidUK]

Originally Posted by Lurizzle

I've been looking for a Rolex Cap. Think it's in poor taste to request this from the AD? (I'd mentioned it once before and he said if I buy a watch he would have no problem getting me a cap. That was before the comedy of errors)

Go for the cap too!!:

My son modelling the one which came with my DJ41...

[Rentalcarman]

Honestly, unless you want them to "re-scratch" your watch, I think you have reached the end of resolution. They admitted their mistake, told you what corrective action they will take and refunded you your full out of pocket. Lesson learned in the future, make sure all of your instructions are in writing and acknowledged prior to having a service performed again. It is a shame that character was removed, but now go out and make some new character.

[DavidUK]

Originally Posted by Quicksilver

They simply gave it a light polish ! They did not destroy the watch and its not a rare vintage that's already been polished 6 or 7 times over its lifetime. The Court would say that the refund of the service cost was more than adequate compensation.

Too much hysteria about this polishing issue.

Hmmm... I take my car for a service and they strip the paint off it. BUT... they don't charge me - Hooray!!

But you're probably right. You never know what cranky judge you'll get AND it's dozens of hours out of your life!

Take it up the tailpipe OP!