Dirty hands?! is this normal?

[LewisDouglas]

[drrd]

I guess it’s up to you if you accept this or demand a refund.

The fact that they’re offering to make the watch right would imply an acceptance that they have failed to supply it in the condition agreed.

[Rolex1982]

I would insist on a refund because the warranty is definitely voided after opening it. You bought an unworn, did they specifically said factory warranty? If so, that is not the case anymore so than they didn’t deliver what was advertised.

[shammad10]

Hey,
I would avoid trotters like the plague. You just need to watch their YouTube channel to see how they handle the watches. There was a video once with one of the guys opening the casebook and just touching the rotor and parts of the movement with his bare fingers. From then I knew that they wouldn't be people I would ever deal with.
Let alone seeing how they custom swap dials and hands and date wheels etc.

If you want a watch- then go to a reputable dealer, like watchfinder who have Richemont behind them and pay the few hundred pounds more for the peace of mind. It's not worth this.

https://www.youtube.com/watch?v=-V6xtVjpZWE

Here is a link to the video. Look at 26mins onwards and he has his filthy mitts all over the inside of the movement. Why would you buy anything from them. Not the standard of care you want from a dealer.

[shammad10]

Also, if they'd opened the watch up to 'authenticate it' they wouldn't have touched the hands, unless they had taken the crown out etc and released the movement from the case, then removed the hands. Any simple watchmaker would know this- they are not being honest with you.

[KatGirl]

I hate to say it, but this is why waiting a year, to get my brand new OP, from an AD, was worth it. Having said that, there is a grey dealer, who sells, here, I have used, and would use again, if you want to go that route. If you can get your money back, PM me. I’m sure he can, most likely, get you exactly what you want, as he did, for me.

Kat


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[dannyp]

Do independent watchmakers still have Rolex parts accounts? I thought that largely dried up, in which case I'm curious how they'd order new hands directly from Rolex. If it wasn't disclosed to you that the watch had been opened for authentication (supposedly), that should be grounds enough to return it. I'd stand firm on this and try your luck with the AD route; this can't be that hard a piece to get, can it?

[shammad10]

What I suspect has happened with this watch, is that it was a dial swap. Either for a custom dial or another factory dial.
Someone reckless has removed the hands to remove the dial from the watch, and damaged them.
Who knows what the original dial should be on the case. But if I were you I’d stand firm for a refund and go elsewhere.
You’ve seen their little book of dials that you can choose- you just can’t know what you’re getting with them.

[LewisDouglas]

Originally Posted by shammad10

What I suspect has happened with this watch, is that it was a dial swap. Either for a custom dial or another factory dial.
Someone reckless has removed the hands to remove the dial from the watch, and damaged them.
Who knows what the original dial should be on the case. But if I were you I’d stand firm for a refund and go elsewhere.
You’ve seen their little book of dials that you can choose- you just can’t know what you’re getting with them.

I am inclined to agree, After all I asked them if they had any DJ, Blackdial and they said no, but they could source it for me.

After just 2 days they said they had one come into store, 2022 box and papers
£11,700.

But I know now that they have a lot of custom jobs at the store, so im wondering if they just threw a black dial off another DJ in there to make a quick sale.

If that is the case, It's pretty f**ked.

[KatGirl]

If they switched the dial, how do you even know it’s a genuine Rolex dial, or a new dial? I’d demand a refund, based on the fact that they said the watch was unworn, and the case has obviously been opened. Also, I wouldn’t trust that they’ll do a good job swapping out the hands.

Kat


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[shammad10]

What does the number say on the warranty card? Should say something about the dial colour on there? The number following the dash is usually the dial combo. For example a fluted jubilee DJ41 black dial would be: 126334-0018

[LewisDouglas]

Originally Posted by shammad10

What does the number say on the warranty card? Should say something about the dial colour on there? The number following the dash is usually the dial combo. For example a fluted jubilee DJ41 black dial would be: 126334-0018

Ref number just says this, which i believe is correct for a black dial DJ?

Which makes it even weirder that the hands are scratched tbh

[LewisDouglas]

[shammad10]

Listen- you have too many doubts. Just ask for your money back. It's not a rare watch- there's a million of them. Go and get it somewhere else.

[dannyp]

Originally Posted by LewisDouglas

Attachment 1377832

Ref number just says this, which i believe is correct for a black dial DJ?

Which makes it even weirder that the hands are scratched tbh

Would be on hang tag, I think?

[LewisDouglas]

Originally Posted by shammad10

Listen- you have too many doubts. Just ask for your money back. It's not a rare watch- there's a million of them. Go and get it somewhere else.

they refuse refund / exchange

[LewisDouglas]

Originally Posted by dannyp

Would be on hang tag, I think?

didn't come with 😢

[shammad10]

Originally Posted by LewisDouglas

they refuse refund / exchange

Wow okay. To be clear- They're refusing a refund on a dat just they sold with damaged hands?

I think that says it all about them for all future purchases for anyone from this forum

[AF_Rob]

Originally Posted by Milieu

Was thinking this too, or when they have pulled the watch apart before reselling haven't stored the hands appropriately.

I watched a few of their YouTube videos… I wouldn’t let these clowns open up my watch again.


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[SaddleSC]

Did you ever get the rattle fixed in the bracelet, claps, and end links that you were complaining about last weekend?

[Turpentine]

I'd just like to add that it is quite possible (and most likely) these hands came like this from the factory. We've seen many poor QC examples on brand new watches.

I'd just enjoy the watch or since you have the card, send it in the Rolex and have them repair under warranty.

[huncho]

Originally Posted by Turpentine

I'd just like to add that it is quite possible (and most likely) these hands came like this from the factory. We've seen many poor QC examples on brand new watches.

I'd just enjoy the watch or since you have the card, send it in the Rolex and have them repair under warranty.

this is probably what i would do if they wanna replace them anyway and aren't offering a refund. tell them you'll take it to rolex and you want a refund if your suspicions are correct and either rolex replaces them or confirms it was messed with by someone else. it sounds like they admitted to opening the watch but not to messing with the dial so who knows. tbh it's weird to be opening watches in the first place when you're sourcing new watches

[KatGirl]

If you have a warranty card, from an AD, which I see in your pic, then wear and enjoy for now. After awhile, but well within the warranty period, send it to RSC, for service, letting them know that you noticed the hands are not quite as they should be. There shouldn’t be any way they can tell that the watch has been opened.

Kat


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[dannyp]

Originally Posted by LewisDouglas

they refuse refund / exchange

I don't know what the applicable consumer protection laws are in the UK, but what the store will or will not do voluntarily may violate those laws.

[Andad]

I would consider sending it to a RSC for a service quote.

Then discuss the quote with the seller?

[Auric Goldfinger]

I’d still press for a refund. Trotters preys on newcomers and the ill-informed.

This watch isn’t hard to get and I can only imagine what they did prior to the sale. They swap so many dials with their atrocious custom dial offerings.

[phonefool]

Quite frankly Id let them know they have 2 options. 1 Refund 2. Deal with my attorney which will press for refund, legal fees, etc.

Not sure if its that easy in UK, but anyway good luck.

[jb335]

Originally Posted by KatGirl

If you have a warranty card, from an AD, which I see in your pic, then wear and enjoy for now. After awhile, but well within the warranty period, send it to RSC, for service, letting them know that you noticed the hands are not quite as they should be. There shouldn’t be any way they can tell that the watch has been opened.

Kat


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If the watch was polished (not hard to tell), then RSC knows the watch was opened and can void the warranty.


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[KatGirl]

Originally Posted by jb335

If the watch was polished (not hard to tell), then RSC knows the watch was opened and can void the warranty.


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No mention of the watch having been polished, anywhere in this thread, and you can polish a watch, without opening it.

Kat


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[gnardex]

Hi OP,
very sorry to hear what happened.
I would insist on the refund.
Totally agree with DannyP: I am sure that their behavior violates laws concerning consumer protection. Simply they cannot refuse, it is your right to pretend a refund,
even if you just "change your mind". Try to insist.

I would not trust too much on a liar, and they are:
1) they told you the arms were damaged when they opened the watch to check movement. I don't think you need to remove arms to check movement.
2) they told you they ordered from Rolex a pair of arms for you... very strange. Rolex don't do it. only AD can order replacements (and moreover they want back the damaged part first).

As first option, I would try to insist on the refund (telling them they have to)
If you do not succeed, I would consider a letter from a lawyer, just to let them know your intentions are serious.

In any case, even if you do not succeed, you are "protected" by your Rolex warranty.
You can send it to Rolex for a service, and if they answer you that they cannot service because it does not have its original parts or because some parts have been swiped (the dial for instance),
this is the proof that they did not sell you an unworn/untouched watch.

Very sorry to hear these troubles OP,
and I can understand perfectly that all these troubles have compromised your original enthusiasm for you new watch. Do not permit it happens.

good luck!
all the best
g