Scratches/Dings on Daytona after service under warranty: Reply from Rolex

[Alternative_Facts]

sigh... send it in, they did a great job of customer service here. move forward.

[padi56]

Originally Posted by NappaLover

I contacted them again about laser welding etc. Find my message and their reply below:

My email: Could you find out how the dings on the lugs can be fixed? Typically, polishing is suitable enough to remove hairline scratches (such as the ones caused to the watch case back) but the dings/small dents on the lugs are a different problem as polishing would remove too much metal and the solid end links may not sit flush anymore, i.e. there would be an unwanted “gap” between the lugs and the bracelet. A technique called laser welding would be a viable option but I am not sure if the Rolex service center uses this technique to refinish cases/bracelets.

Anyway, if you could forward my concerns to the actual service department so they could provide you/me with an opinion, I would very much appreciate it.

I attached a picture to this email again showing the damage to the inside of the watch lug in 5 o’clock position (same damage on lug in 11 o’clock).

Their reply: "Thank you for sending the picture. I can appreciate your concern. I showed the picture and discussed your concerns with our technical team. They have requested that you go ahead and return the watch to us so that we can better evaluate the condition. Once we see it in person, we can discuss options with you prior to initiating any service. Be sure to mention this when you drop off the watch and I will personally look over the watch with the technical team."

So I still don't now what to do. I will drop it off again I guess but I am pretty sure they only want to polish it which I don't really want as I know that they cannot really fix the lug dents properly without laser welding (I doubt Rolex even does that) or replacing the case (they won't do that either).

Well most certainly do not need laser welding even under your high magnification picture the ding and marks look quite superficial.I am sure with a slight polish dings and marks will be gone and doubt if you will even notice any difference.

[1William]

I believe it can be repaired without laser welding. At least give Rolex a try as they are responsible and it appears have been very responsive to your concerns. Take your hurdles as they come. Rolex may make it like new and you not be able to see the difference. If you send it to an independant then Rolex is off the hook and if it has to go back after that you are in a differant situation. I would ask to move to the front of the line and for a partial refund for the original service for compensation on a job poorly done.

[fskywalker]

As others have said send it back to them, will look good!

[77T]

I agree with Peter that laser welding isn’t appropriate for the ding(s) on top of the lugs. That is like using a hammer to kill a fly. Plus, the finishing work on the lug to remove the excess weld material is more invasive than a simple touch-up.

As for how the ding got there, it is more likely from a mistake handling the case while it was disassembled or reassembled. Not from the bracelet being removed.

As for your questions, yes the RSC is definitely handling it the right way. And the offer of an extended 5-7 year period for free movement adjustments is well beyond their ordinary protocol.

Damage is always a risk no matter who does the work. The real difference between watchmakers is how they handle the outcomes if it happens to you.


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[Rolexavidfan]

Sorry to hear that. The lugs really is a big mess after the service. Goes to show the importance of training and retraining the service technician.

I wouldn’t do anything except to avail of the complimentary services many years down the road.


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[NappaLover]

Originally Posted by exador

Live with the scratches and get the complimentary service in writing.

I have it in writing (email) :)

[airpeace]

they did what they are suppose to do. offer to fix the scratches. what else do you expect them to do? refund you or give you a brand new watch?

[NappaLover]

Originally Posted by airpeace

they did what they are suppose to do. offer to fix the scratches. what else do you expect them to do? refund you or give you a brand new watch?

No, I agree with you. I just hope they can make it right when I bring it in again. That's all :)

[airpeace]

Originally Posted by NappaLover

No, I agree with you. I just hope they can make it right when I bring it in again. That's all :)

just be patient and i am quite sure rolex will take care of you. mistakes do happen, but if AD takes full responsibility and offers to resolve your problem, then you have nothing to worry about.

[breitlings]

Originally Posted by NappaLover

They did get the same pictures I posted on here. However, they want me to drop it off and then decide how to fix it. I will certainly not just get it polished. Either laser welded or case replaced I would agree with. But I do not think they will do either of those two.

They will certainly do either of them. They have in the recent past, reported by just the tiny fraction of members posted here. You may have to push them a bit but this is Rolex they will make it right, I understand the idea though, JLR were very harsh with me when dealing with their known timing chain issue on the 5.0L SC.

As for the pictures I understand they have been sent them, I am saying bring the pictures when you drop the watch off. It will help you discuss and let them know you do not want it addressed with polishing and why.

[jtpopper]

Time is money. The op should be furious. This shouldn’t happen period. How does this even happen. No excuses. Hopefully word gets back to rsc so the watchmaker can learn how to properly take care of a watch. Rolex are luxury items, not tool watches and need to be treated as such. Was ad in the Bay Area?

[NappaLover]

Originally Posted by jtpopper

Time is money. The op should be furious. This shouldn’t happen period. How does this even happen. No excuses. Hopefully word gets back to rsc so the watchmaker can learn how to properly take care of a watch. Rolex are luxury items, not tool watches and need to be treated as such. Was ad in the Bay Area?

No, I dropped off the watch at the service center when I was on a business trip in Dallas. I now live in Dallas for a while so I can go there anytime.

[jtpopper]

Well on that note go dubs.

[HERITAGE82]

Any updates ?

[Ckci]

Lots of horror stories out there IMO. I’m not a fan of RSC’s.

[BobDyl]

They clearly made some mistakes but I think their response is completely appropriate. I'd take it back since you are local and make sure to talk to the manager before they "fix" the caseback. I'd leave the lug and, as someone else mentioned, get the complimentary next service in writing in case of personnel change. Stay frosty and polite! I think they are trying to the right thing here by you.

[Brny11]

I’d learn to deal - they did a crap job once, who’s to say they would do better 2nd time around.

I was told by a few WIS to only send in when needed (which you did) - don’t voluntarily send it it for them to put additional markings. I learned to live with my 1.0x magnification on my Sub as I won’t send it to RSC unless absolutely necessary.

Your watch is stunning regardles!!


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[Bigblu10]

Originally Posted by HERITAGE82

Any updates ?

OP was banned. Can't respond.

[kauffee]

Originally Posted by Bigblu10

OP was banned. Can't respond.

Weird. Looking through his post history I don’t see anything offensive.