Dealer scratched my watch while removing a link

[garyk]

Unacceptable. Ridiculous!!! That person needs additional training on customer relations too!

[Annan]

Absolutely unacceptable! I would demand a new clasp and screw.

[GaoKS]

Originally Posted by Wahlberg

These pictures are AFTER she buffed them?


I don't understand how you can do such a poor job, keep a straight face and not tell you. Even if you go at it, it's difficult to scratch up your bracelet like this. Even the one on the oyster link. Those aren't regular daily wear scratches, that's deeper. I've got one on a speedmaster bracelet, you don't get those often. It happens, but rarely if at all.

x2.. not sure how people butcher other peoples property and don't feel the obligation to own it and speak up.

OP - good luck. Hoping you're taken care of!!

[cronos]

Do you have it insured? I think a Jewelers Mutual policy would cover stuff like that.

[dannyp]

Originally Posted by cronos

Do you have it insured? I think a Jewelers Mutual policy would cover stuff like that.

Before going there, when was the watch bought and how was it paid for? Invoking Amex purchase protection, for example, poses no risk to one’s insurance premiums rising.

[garyk]

Show this photo of my “scratch free” 9 year old Porsche to this AD…

I haven’t been lucky, I’m careful to not let morons work on it. I totally think they owe you whatever you are willing to accept to make this right. Unbelievable!!!




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[cerbom]

Well she didn t deny doing the damage so I d take my complaint up to someone higher for replacement.

[SN13]

If I work on my own screws and scratch it, I say "Dangit, you're a dummy!".

But it's mine and my Scratches are mine...

If I take the time to take it to the "PRO" I expect the job to be done better than I would do it myself....

If they can't do it better than ME, they are not pros they are Cons.

[Master_Grogu]

What a joke. Ask her how she likes it when her Kia comes back scratched from oil change.

[EEpro]

Originally Posted by garyk

Show this photo of my “scratch free” 9 year old Porsche to this AD…

I haven’t been lucky, I’m careful to not let morons work on it. I totally think they owe you whatever you are willing to accept to make this right. Unbelievable!!!




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I'm afraid you're gonna need to sell that to me.

[shaunylw]

Terrible job. My AD sizes nothing.

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[Bozack90]

unfortunately this stuff happens, they are retail sales associates and I'd figure given very limited training on making these adjustments.

Did you buy the watch there and have them adjust it, or just bring it in for an adjustment?

I would hope the boutiques are better at this but short of doing it yourself I'd think a watchmaker might be a better option.

[alphadweller]

Lack of proper training, lack of interest, done on purpose? I wonder...

[garyk]

Originally Posted by EEpro

I'm afraid you're gonna need to sell that to me.

Haha, waitlist :(

[Bozack90]

Originally Posted by alphadweller

Lack of proper training, lack of interest, done on purpose? I wonder...

I had this happen to one of mine though not as bad, it was when I bought it also, they scratched the clasp when sizing it and gave me the wrong box....I let the clasp slide but wanted the correct box and they gave me so much attitude, I just figure they are used to buyers who don't care and deal with so many people on any given day

I keep hoping things get better, and some SA are amazing, but like everything it depends on who you get and the day.

[macrowatch]

I can't even fathom how that would occur in those locations!

[HansSolo]

Looks like she dropped the watch in a barrel of nails, seriously??

[Gab27]

Originally Posted by LeftieUSA

Sent store manager an email with my concerns and asked for a new link and clasp.

Is the scratched up link a removable link?

[samson66]

Good Lord it's like a 3 year old was banging on it with a hammer and screw driver.

[whiskyrolex]

Originally Posted by dannyp

Before going there, when was the watch bought and how was it paid for? Invoking Amex purchase protection, for example, poses no risk to one’s insurance premiums rising.

Amex PP doesn't cover damage done by third parties. They would swiftly deny the claim. Ironically, if OP did this himself, it may have been covered.

[whiskyrolex]

Originally Posted by Bozack90

I would hope the boutiques are better at this but short of doing it yourself I'd think a watchmaker might be a better option.

Any AD worth their salt should have a watchmaker handling these things. I can tell you for sure no sales rep would be sizing any watch at my local AD.

[Brny11]

Originally Posted by ks58

To add- I would call the GM of the store and set a meeting to discuss this issue. And voice that you just want the scratch off it but want to do it the right way with being nice and polite because you love the brand and store and don’t want to affect future purchases.

This 100%.

It looks like she used a power drill to remove the links. What an amateur.

If I were the GM, I would very much want to know if my employees are unprofessional, inadequate and lack compassion towards customers.

A mistake is a mistake. We all make them. How one handles the problem tells me everything I need to know. This employee is trash.

[214270Explorer]

I have had ham-fisted IDIOTS damage mine too. Idiots - all of them AFAIAC.
To the point the last time (Sky-Dweller) the sales associate really got reamed by the owner after he hoped I did not notice, THEN acted like a baby after he got caught.
(I made a very big post of this over at WUS.)
To whit - I do not go to that AD anymore. I have found a nicer, more customer-oriented one.

ANYWAY -- ALL watch buyers are going to have this occur from time to time at different AD's. It may be only we "WIS's" actually notice it, or care? Some do not really care about getttng their new watch damaged, JEESH! I have actually seen a post or two about it.

The cure is for all watch enthusiasts to learn to do this themselves and refuse to buy from an AD who will not let you take the watch unsized. My current AD, Hyde Park, has no issues with that, although this may vary from AD to AD.

I have posted about this many, many times in the past. AD sales reps who are charged with resizing are the worst. They know they cause damage and do not care. Then when caught they make a scene that it is "no big deal."

[Heady Topper]

That's terrible. I'd want a replacement clasp and link as well.

[GreatScott]

It's time to buy your own tools and do it yourself. Nobody will be more careful than you.

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[dannyp]

Originally Posted by whiskyrolex

Amex PP doesn't cover damage done by third parties. They would swiftly deny the claim. Ironically, if OP did this himself, it may have been covered.

Are you sure that’s the case? First of all, even though a different location is the same merchant from their perspective, no? At the very least a potential chargeback for cost of new bracelet might be possible. But even if it’s viewed as third party, I’m not sure that matters. I’ll give you an example:

A decade ago I had someone smash a window in my car when parking on a San Francisco street. Paid for repair on Amex. A week later, another break-in... same window! Called Amex, told them that I’d used my card to pay for replacement window for my car a week earlier and now the window was shattered. Speculated it was done by a thief but couldn’t say as it was overnight. The rep was skeptical but ultimately covered without incident.

[LeftieUSA]

I spoke with store manager and they told me they have very strict policies on sizing watxhes especially Rolex. Rolex provides them with a special tools including a heating machine the loosen adhesive used to secure the screws this prevents any force needed when using screwdrivers to loosen screws in links. They also use a Rolex pad under the watch etc. Asked me if I have a copy of warranty card and he’ll reach out to Rolex and see what they say.


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[Driver8]

Originally Posted by LeftieUSA

I spoke with store manager and they told me they have very strict policies on sizing watxhes especially Rolex. Rolex provides them with a special tools including a heating machine the loosen adhesive used to secure the screws this prevents any force needed when using screwdrivers to loosen screws in links. They also use a Rolex pad under the watch etc. Asked me if I have a copy of warranty card and he’ll reach out to Rolex and see what they say.

Yes it looks like they adhered to those “strict policies” VERY well.

[cerbom]

Originally Posted by LeftieUSA

I spoke with store manager and they told me they have very strict policies on sizing watxhes especially Rolex. Rolex provides them with a special tools including a heating machine the loosen adhesive used to secure the screws this prevents any force needed when using screwdrivers to loosen screws in links. They also use a Rolex pad under the watch etc. Asked me if I have a copy of warranty card and he’ll reach out to Rolex and see what they say.


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That s kinda funny. So they have all this stuff and they still damaged the watch. Now they want to see what Rolex says about their carelessness. I don t have much confidence here but good luck.

[nachopc]

Originally Posted by Annan

Absolutely unacceptable! I would demand a new clasp and screw.

This


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