Damage from AD... (advice appreciated)

[Fire bloke]

Originally Posted by TswaneNguni

If they replace with new they are a firm of integrity .

Agree can't ask for any more..
You would have to say great customer service

[RobearH]

Op may even be able to repay AD by helping move along the bought back mangled PM YM to a TRF member who doesn't care about such things.

[Navarino]

Originally Posted by koobitz

Good news!

My latest email to their president seems to have turned things around. The president actually responded and advised me that my situation was their top priority. I was since contacted by their director of brand development and advised that they are leaning towards replacing the watch in its entirety. I will have a followup call with them this afternoon before we reach a final decision but this is looking much better already.

The options I had laid out were:

1. Replace the watch entirely
2. Replace the case of the watch and the case back
3. Make this up to me somehow perhaps through a specific future allocation

Although a 116500LN white dial would be nice, I think I can live without it as ultimately I just wanted my watch back in the condition it was originally in.

Looking forward to the next update here. Agree with others - #3 on this list above really should be an additive offering rather than a sole remedy to the problem. They should be doing everything they can to fix the watch you bought and paid for that they damaged. #3 would be a very nice gesture on their part as a meaningful way to apologize the inconvenience they've caused you. Fixing the problem itself (that they caused) should be expected.

[koobitz]

Originally Posted by Carry The Interest

Looking forward to the next update here. Agree with others - #3 on this list above really should be an additive offering rather than a sole remedy to the problem. They should be doing everything they can to fix the watch you bought and paid for that they damaged. #3 would be a very nice gesture on their part as a meaningful way to apologize the inconvenience they've caused you. Fixing the problem itself (that they caused) should be expected.

Quick update, this is exactly what I was able to agree to with the AD during our afternoon touchpoint. A new 116518LN will be ordered to replace the damaged one. I was quoted 3 days for them to find out approximately how long it will take to receive the piece. I was also told that it could be anywhere from a month to a couple of months depending on a few factors such as the current state of my specific model’s allocation/distribution for the year. I was also told that they took note of my interest in the 116500LN white dial and that they would look after me on that front.

I thanked them for their intention on making this right and let them know I would be looking forward to hearing from them. Didn’t really ask for an ETA on the 116500LN but their director gave me his personal cell phone number indicating I can text him at any time if I have any questions or concerns.

I am pretty pleased with the turn this took as it is restoring my faith in this AD and not forcing me to reconsider future purchases/force me to pursue an AD relationship elsewhere.

Now we wait.

[xrole]

Originally Posted by RobearH

Op may even be able to repay AD by helping move along the bought back mangled PM YM to a TRF member who doesn't care about such things.

The Op needs to 'repay' and the AD for them scratching his watch then lying to him? Are you serious?

[dardeca]

Originally Posted by koobitz

Quick update, this is exactly what I was able to agree to with the AD during our afternoon touchpoint. A new 116518LN will be ordered to replace the damaged one. I was quoted 3 days for them to find out approximately how long it will take to receive the piece. I was also told that it could be anywhere from a month to a couple of months depending on a few factors such as the current state of my specific model’s allocation/distribution for the year. I was also told that they took note of my interest in the 116500LN white dial and that they would look after me on that front.

I thanked them for their intention on making this right and let them know I would be looking forward to hearing from them. Didn’t really ask for an ETA on the 116500LN but their director gave me his personal cell phone number indicating I can text him at any time if I have any questions or concerns.

I am pretty pleased with the turn this took as it is restoring my faith in this AD and not forcing me to reconsider future purchases/force me to pursue an AD relationship elsewhere.

Now we wait.

Good to hear. Sounds like a great AD that is doing the right thing.

[csaltphoto]

Originally Posted by koobitz

Quick update, this is exactly what I was able to agree to with the AD during our afternoon touchpoint. A new 116518LN will be ordered to replace the damaged one. I was quoted 3 days for them to find out approximately how long it will take to receive the piece. I was also told that it could be anywhere from a month to a couple of months depending on a few factors such as the current state of my specific model’s allocation/distribution for the year. I was also told that they took note of my interest in the 116500LN white dial and that they would look after me on that front.

I thanked them for their intention on making this right and let them know I would be looking forward to hearing from them. Didn’t really ask for an ETA on the 116500LN but their director gave me his personal cell phone number indicating I can text him at any time if I have any questions or concerns.

I am pretty pleased with the turn this took as it is restoring my faith in this AD and not forcing me to reconsider future purchases/force me to pursue an AD relationship elsewhere.

Now we wait.

THAT is the most excellent of outcomes. Icing would be an allocation or at least a loaner to wear while waiting. Glad to see Rolex stepping up to the plate to make this right. And yeah, great CS on making good on an error. Hope the wait isn't too long. And hopefully this will have some ripple effect on getting something done about the whole issue of AD's damaging watches for simple things like bracelet sizing. It is after all, one of the main reasons anyone would still shop there. To buy a new watch.

[2001jesper]

Great to see that you have been taken care of given the circumstances

[Seibei]

Originally Posted by koobitz

Quick update, this is exactly what I was able to agree to with the AD during our afternoon touchpoint. A new 116518LN will be ordered to replace the damaged one.

Bravo!!! But let's face it, if you purchased a new dishwasher and it was damaged in the shop, then they would probably replace it with a new one. It is the normal and natural thing to do.

Anyway, well done.

[VacherObsessive]

Fingers crossed for Your new gold daytona and a new white daytona at MSRP to say sorry.

[ASchwartz]

Happy to hear about OPs outcome. Was following this closely. Can’t believe some of the responses I heard. Damage was unacceptable, nothing less than a complete replacement would have sufficed. to the AD for taking responsibility and for this forum for providing the opportunity for exposure.

[finestdealer]

That’s bad hope it can b fixed

[bezler]

Originally Posted by RobearH

Glad to hear OP...pulling for you and a satisfactory outcome.



P.S. I don’t think the forum needs any further pics to see you were wronged and 99% of the members here including the ones posting it’s just watch would feel the same if it was their watch in question.

Agreed. Any request for additional photos would be completely irrelevant. The point was that they damaged your property and tried to cover it up.

Now you've got them on the right track. Good for you!

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[cchen]

Great outcome OP!

Just wondering, shouldn't the AD have insurance for these kinds of situations?

[Mystro]

This should be how it always is and not the exception. So very happy for the OP as he gets a “do over” and has learned a valuable lesson about what can happen in the back room at a AD. Next time..”Never let ANY ad touch your watch after the sale”.

[RobearH]

Originally Posted by xrole

The Op needs to 'repay' and the AD for them scratching his watch then lying to him? Are you serious?

Your addition of the word “Needs” completely changes my post. Reading in context is fundamental. Read all my posts in thread and you may get my sarcasm.

Don’t alter others posts when you can’t even see who my posts sarcastic nature was actually intended for!

[datejustrms]

Glad things are working out for the OP.

[Devildog]

Originally Posted by koobitz

Quick update, this is exactly what I was able to agree to with the AD during our afternoon touchpoint. A new 116518LN will be ordered to replace the damaged one. I was quoted 3 days for them to find out approximately how long it will take to receive the piece. I was also told that it could be anywhere from a month to a couple of months depending on a few factors such as the current state of my specific model’s allocation/distribution for the year. I was also told that they took note of my interest in the 116500LN white dial and that they would look after me on that front.

I thanked them for their intention on making this right and let them know I would be looking forward to hearing from them. Didn’t really ask for an ETA on the 116500LN but their director gave me his personal cell phone number indicating I can text him at any time if I have any questions or concerns.

I am pretty pleased with the turn this took as it is restoring my faith in this AD and not forcing me to reconsider future purchases/force me to pursue an AD relationship elsewhere.

Now we wait.

That's an exceptional outcome

I would, however, strongly suggest asking the AD to order the new one with the correct length of Oysterflex straps for you (if that is possible)

[AJV_36]

Wow! Replacement of the watch with a new one! Best outcome possible! Not sure I saw that coming but super pumped it worked out for you, congrats sir!


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[maxymax]

Originally Posted by koobitz

Quick update, this is exactly what I was able to agree to with the AD during our afternoon touchpoint. A new 116518LN will be ordered to replace the damaged one. I was quoted 3 days for them to find out approximately how long it will take to receive the piece. I was also told that it could be anywhere from a month to a couple of months depending on a few factors such as the current state of my specific model’s allocation/distribution for the year. I was also told that they took note of my interest in the 116500LN white dial and that they would look after me on that front.

I thanked them for their intention on making this right and let them know I would be looking forward to hearing from them. Didn’t really ask for an ETA on the 116500LN but their director gave me his personal cell phone number indicating I can text him at any time if I have any questions or concerns.

I am pretty pleased with the turn this took as it is restoring my faith in this AD and not forcing me to reconsider future purchases/force me to pursue an AD relationship elsewhere.

Now we wait.

Happy for you!

BTW, you are asking for the 116500LN just because you have this AD by the b*** or because you really want and like the reference?

[jinikari01]

Good to hear you're being taken care of. Thumbs up to AD.

[stylinleems]

Congrats OP!! That is a great outcome and potentially a new second watch (the 500LN).

I wonder what the AD will do with the damaged 518? Place a new case-back and sell it as used?

[Chewbacca]

Nice.

[BigJaJa]

Am I being cynical to think the replacement watch might look slightly polished and just happen to have the same serial number as the previous one?

[koobitz]

Originally Posted by maxymax

Happy for you!

BTW, you are asking for the 116500LN just because you have this AD by the b*** or because you really want and like the reference?

My goal with this AD from the get-go was to build a relationship and part of that was due to the fact that I had eyes on some of the harder to obtain models (the 116500LN being at the very top of my list). It was on my wishlist but I knew I had little to no chance of landing it as I had no purchase history up until a month ago.

In fact, I purchased the 116518LN as I felt it was a win/win. It was similarly priced as the 116500LN white dial on the secondary market with it being gold, comfort/flexibility of a strap, sunburst dial and, best of all, black sub-dials. Ultimately, I was looking to own both as part of my collection down the road. I just thought the 116500LN would come at a much later time.

In a way, if this comes to fruition I will be fast tracking the growth of my Rolex collection and hopefully this can further reinforce my relationship with the AD. I also plan on getting my fiance a YG DD 31mm along the way so the AD will certainly earn my business for the years to come if they deliver. I am not looking to make a quick profit as I do not want to get blacklisted.

Plus I feel the story that would go along with the 116500LN and new 116518LN is pretty good. Would definitely make both of them sentimental pieces for me.

Originally Posted by stylinleems

Congrats OP!! That is a great outcome and potentially a new second watch (the 500LN).

I wonder what the AD will do with the damaged 518? Place a new case-back and sell it as used?

I wonder as well. I will definitely be asking on my next visit.

[koobitz]

Originally Posted by BigJaJa

Am I being cynical to think the replacement watch might look slightly polished and just happen to have the same serial number as the previous one?

I had the same thoughts too originally but they only kept the watch with them as it was supposed to be going to a RSC until I escalated things higher within their organization. I still have the box and papers for the currently damaged watch which I imagine I will be bringing back in store when the replacement watch arrives. I certainly expect a new serial on the new watch and on the new matching warranty card.

Even if I didn't still have the box and papers, I have a picture of the serial on my phone. Taking a picture of it is one of the first things I did when I picked up the watch as you never know what might happen.

Can't wait to see how this all plays out but I have faith in the AD pulling through. Their Director of Business Development so far has been on a whole other level.

[broham84]

Originally Posted by lawrence1

Agreed, yet it appears Rolex diehards are a breed of their own.



Beyond ridiculous? how many $28K Rolex watches have you bought new and had mangled by the AD after less than a month?

Your car analogy is comical. A more fitting scenario would be that you buy a brand new Ferrari and order another set of wheels for it from the Ferrari dealer. 3 weeks later the wheels arrive and the dealer wrecks your 3 week old Ferrari on a test drive after installing the wheels. Are you going to be OK with them just fixing it? no big deal right?

Do you want to take a guess how much less that watch will be worth if the OP ever wants to sell it? do you think people spending nearly $30K on a high end PM Daytona care about gauged/chipped cases (there are several dings, chips and gauges throughout in those pictures)? The answer is YES. These things matter. By the way, i didn't mention the gauges that we can't see (almost guaranteed the whole case is hacked up inside the lugs) or the mangled caseback which I doubt they will replace (cheaper to just polish into oblivion). But you're right, no biggie. Something tells me you would react a bit differently if you were in OP's shoes.

I won't even start with the beta cuck drooler level fanboyism suggesting this guy spend another dollar at this AD, much less ask them to allow him to make another $10K+ purchase, as if somehow it's a huge privilege to be able to buy another watch from them.

What lol a few scratches on a watch = a wrecked ferrari? Calling those few scratched mangled case back you got issues, and you should get it checked out man.

[maxymax]

Originally Posted by koobitz

My goal with this AD from the get-go was to build a relationship and part of that was due to the fact that I had eyes on some of the harder to obtain models (the 116500LN being at the very top of my list). It was on my wishlist but I knew I had little to no chance of landing it as I had no purchase history up until a month ago.

..............

Thanks for confirming. I bet you got a better chance of landing it now. Good luck and I'm rooting for you!

[jjcthe1]

glad to hear a happy ending, new watch and a stab at a new hard to find model. You did good!

[Hibbyx]

Absolutely unacceptable on a watch of any price, I would demand a new watch and use this to get another watch I want, no need to shout just see the manager/owner and discuss how you feel