Rolex AD scratched new Tudor GMT lugs

[Valedictorian]

Hello

Last week, I went to the Rolex AD in Dubai Mall and asked them to replace the frabric strap of my new Tudor GMT by the riveted bracelet, which I bought new. They (i.e. 2 different sales associates) tried to fit the bracelet and scratched the lugs relatively badly, mostly on the inside and in the back but one lug also in the front. Still, they didn’t manage to fit the bracelet and told me they’ll send it to the local RSC. The next day, RSC called me and I told them the story, after which they agreed to polish the lugs free of charge and fit the bracelet using a ‘special tool’. They told me it’ll take them a week and that I’ll get the watch back next week Thursday. I requested them to polish only lightly, not more than necessary.

Even though I understand that scratches are unavoidable, it bothers me that I had to deal with such amateurs at the AD. The watch has never been worn (QR code sticker still on) and the idea of wearing one that’s already polished from the get-go also bothers me. Especially because I usually never polish my watches.

I hope they’ll do a decent job at the RSC and that I won’t notice anything when the watch is back. If they screw it up, they certainly won’t replace anything.

What’s generally the quality of service at the RSCs?

[timvbs]

I wouldn't worry. Rolex usually does a good job with Rolex watches.

[Onikage]

Sales associates shouldn't even attempt bracelet changes. They're barely capable of sizing. Haven't you seen what generally happens when they have to remove links?

[904VT]

Originally Posted by Onikage

Sales associates shouldn't even attempt bracelet changes. They're barely capable of sizing. Haven't you seen what generally happens when they have to remove links?

Agreed bracelet changes are better left for the watchmakers at your AD if on staff.

[myusernamez]

Stay away from the Dubai Mall and MOE dealers. That's a fact, they really add zero value to your life.

[Seibei]

Learn how to do it yourself.

[Crown & Shield]

Originally Posted by Onikage

Sales associates shouldn't even attempt bracelet changes. They're barely capable of sizing. Haven't you seen what generally happens when they have to remove links?

This

[Dennisoul]

Agree with what’s already been said, I don’t trust ADs to size or change bracelets without scratching them. I’ve learned to do it myself.....I’ve had a few watches sent to RSC for refurbishment, they always comeback absolutely beautiful....you’ve no worries at all, your watch will come back perfect.

[Crown & Shield]

Funny how people on this forum are always advising against sending older watches to Rolex for polishing but do not seem to mind having to do so for a brand new watch damaged by an incompetent dealer's mistake

[Valedictorian]

Update: the watch came back (2 days early) and they did an incredible job. It looks brand new, even the bevels on the lugs are fantastically well done. They also replaced the spring bars and gave me this sturdy watch pouch with a zipper. All in all, I’m very happy. Thanks to all the replies and the encouraging PMs.