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submariner ln · 25 February 2011, 06:22 AM

So I bought a new ceramic submariner a couple months back, and the glass was scratched and there was an imperfection on the dial, i had the watch sent back to the Rolex factory, and today eight weeks later got it back, with the same scratch still there when Rolex claimed that they changed the crystal, which i saw with my own eyes on the report sent from Rolex and the watch wasn't even polished either so some scratches which i had done with normal ware are still there :(

Clay · 25 February 2011, 06:27 AM

Sorry to hear that......But nothing in life is perfect...Including Rolex.....

Hydrographer · 25 February 2011, 06:29 AM

Oh my, thats not good. I assume you have taken this up with Rolex, what have they said?

bayerische · 25 February 2011, 06:29 AM

Terrible!

Sorry to hear about that!

Jocke · 25 February 2011, 06:31 AM

When I got my back from Rolex it showing wrong time.

So I have to send it back so they set it right and wind it 45 turns.

dragonrolex · 25 February 2011, 06:32 AM

Why would Rolex polish the scratches if they are from your normal wear and tear? Some folks are getting that for free, but that does not mean Rolex has to do it for you for free. If Rolex claims that crystal has been replaced but that same scratch is still there, then you should send it back.

I had my crystal replaced on my Explorer 2 under warranty in RSC NY. None of the metal is polished. I never asked for it. Rolex never offers it. I am OK with that. However, Rolex did regulate the watch.

submariner ln · 25 February 2011, 06:37 AM

rolex hasn't replied yet, will hopefully have an answer soon

renfield33 · 25 February 2011, 06:39 AM

Rolex will not polish a watch sent for warranty work.

Sent from my Droid using Tapatalk

Brunotheboxer · 25 February 2011, 06:41 AM

My rolex was running counter clockwise so I took it to my AD where they informed me that I was wearing the watch backwards and Upsidedown. Boy was I embarrassed.

MonBK · 25 February 2011, 06:42 AM

I agree with the above poster about not polishing the scratches but to not replace the crystal is a fault in customer service.

submariner ln · 25 February 2011, 06:46 AM

I was under the impression that they do polish the watch when it's sent back, whatever the case it's the least they could do for the inconvenience of nothing having your watch for 8 weeks for no fault of your own!

Fiery · 25 February 2011, 07:44 AM

In case Rolex replaced the crystal, then there must be a laser etched crown marked with "S" on the new, service replacement crystal. If the "S" is not there, it means it still has the original crystal (that you wanted to be replaced).

submariner ln · 25 February 2011, 07:56 AM

Yes i know about the S and i checked and it's not there! pretty unbelievable, never expected something like this from Rolex

indeuce · 25 February 2011, 08:01 AM

Wow that's pretty sloppy then if they didn't swap out the crystal. I would be curious to hear about Rolex's response. Keep us posted.

Tools · 25 February 2011, 08:08 AM

Quote:

Originally Posted by submariner ln

I was under the impression that they do polish the watch when it's sent back, whatever the case it's the least they could do for the inconvenience of nothing having your watch for 8 weeks for no fault of your own!

Rolex does not refinish the case and bracelet except during it's 5 year full service.. If they did this every time a watch came in, you would run out of metal in a short time...

Since the crystal still has the exact same scratch, and the crystal does not have the service S coronet, you have absolute proof that the crystal was not changed......

Are you sure that the Dealer sent it to Rolex? That paperwork that you "saw" is yours, not theirs, and so you have documentation of what they said, and physical evidence of the watch.......

submariner ln · 25 February 2011, 08:12 AM

Well I can never be sure but i did see the report from Rolex and the emails Rolex sent them, i don't really have much choice but to believe them i guess.

Ebruner · 25 February 2011, 08:13 AM

Just goes to show you, the new Sub is just no damn good.

-Eddie

Chipmunk · 25 February 2011, 08:18 AM

When you bought the watch, did the crystal have a scratch already? Because if you were the one who scratch it
then it it won't be covered under warranty. How about the dial, did they fix it?

submariner ln · 25 February 2011, 08:20 AM

The scratch came with the watch, yes the dial was replaced and the funny thing is that the report said the crystal was changed!

TPLGT · 25 February 2011, 08:23 AM

In for resolution. GL..I hope it works out.

dddrees · 25 February 2011, 08:25 AM

Sorry to hear about this, please keep us posted.

They may not be perfect but I would have to believe they would do their best to address their mistake.

Chipmunk · 25 February 2011, 08:25 AM

Call Rolex and file a complaint. Good luck.

Le Chef · 25 February 2011, 08:26 AM

Why would you buy a new watch with a scratch on the crystal and a flaw on the dial? If it was not perfect why didn't you reject it and ask the AD for a new one?

submariner ln · 25 February 2011, 08:28 AM

Well i didn't see the defect initially in the shop, it was only in the sunlight that i noticed them but then i couldn't stop looking at them :( call Rolex on what number? it's not that easy to come by

Paracentesis · 25 February 2011, 08:34 AM

So sorry to hear about your tribulations.

It's worse for me, though: I bought a lottery ticket, and it turned out to be completely worthless! In the end, I had to throw it away.

Brenngun · 25 February 2011, 08:59 AM

Just one more reason not to buy from an AD...

esm · 25 February 2011, 09:14 AM

Quote:

Originally Posted by submariner ln

Well i didn't see the defect initially in the shop, it was only in the sunlight that i noticed them but then i couldn't stop looking at them :( call Rolex on what number? it's not that easy to come by

unfortunately there is nothing you can do about unless your AD is kind enough to replace it for you as a good gesture. otherwise itd be your words against there words regarding the scratch on the crystal (later found outside the AD).

other than that, what other service(s) were you expecting?

im sure you can get hold of your local RSC at your country of residence by checking the phone book, or online.

beowulf566 · 25 February 2011, 11:15 AM

hopefully they will set this right and replace the crystal.

Atomant · 25 February 2011, 11:44 AM

Sorry to hear about that. I'm okay with my cases with a little bit of scratch but for a crystal I expect mine to be crystal clear. :)

kwimbie · 25 February 2011, 11:58 AM

Wow hope everything works out. RSC is mailing my watch back tomorrow which had a crystal replacement too. I'll be sure to give it a twice over.

25 February 2011, 06:22 AM	#1
submariner ln "TRF" Member Join Date: Feb 2011 Location: Europe Watch: Ceramic Sub Posts: 75	Very Disappointed So I bought a new ceramic submariner a couple months back, and the glass was scratched and there was an imperfection on the dial, i had the watch sent back to the Rolex factory, and today eight weeks later got it back, with the same scratch still there when Rolex claimed that they changed the crystal, which i saw with my own eyes on the report sent from Rolex and the watch wasn't even polished either so some scratches which i had done with normal ware are still there :(

25 February 2011, 06:29 AM	#4
bayerische "TRF" Member Join Date: Nov 2009 Real Name: Andreas Location: Margaritaville Watch: Smurf Posts: 19,879	Terrible! Sorry to hear about that! __________________ Yeah, well, you know, that's just, like, your opinion, man.

25 February 2011, 06:31 AM	#5
Jocke 2024 SubLV41 Pledge Member Join Date: Apr 2006 Real Name: Jocke Location: Sweden Watch: A dozen of Rolex's Posts: 22,541	When I got my back from Rolex it showing wrong time. So I have to send it back so they set it right and wind it 45 turns. __________________ This message is written in perfect swenglish. What is best a custom Rolex or a Rolex that is stuck in custom? Buy a professional camera and you´re a professional photographer, buy a flute and you own a flute.

25 February 2011, 06:39 AM	#8
renfield33 "TRF" Member Join Date: Jan 2010 Location: Ann Arbor, MI Watch: GMT-II Pepsi Posts: 1,051	Rolex will not polish a watch sent for warranty work. Sent from my Droid using Tapatalk __________________ Lug hole loyalist!

25 February 2011, 08:13 AM	#17
Ebruner "TRF" Member Join Date: Sep 2009 Real Name: Eddie Location: Kentucky Watch: 118208 Posts: 2,510	Just goes to show you, the new Sub is just no damn good. -Eddie __________________

25 February 2011, 06:27 AM	#2
Clay Banned Join Date: Jul 2009 Location: Up a tree Posts: 4,001	Sorry to hear that......But nothing in life is perfect...Including Rolex.....

25 February 2011, 06:29 AM	#3
Hydrographer Member Join Date: Nov 2010 Real Name: Alan Location: Offshore Watch: 116610LN 116613LB Posts: 219	Oh my, thats not good. I assume you have taken this up with Rolex, what have they said?

25 February 2011, 06:32 AM	#6
dragonrolex "TRF" Member Join Date: Oct 2010 Location: Massachusetts Posts: 37	Why would Rolex polish the scratches if they are from your normal wear and tear? Some folks are getting that for free, but that does not mean Rolex has to do it for you for free. If Rolex claims that crystal has been replaced but that same scratch is still there, then you should send it back. I had my crystal replaced on my Explorer 2 under warranty in RSC NY. None of the metal is polished. I never asked for it. Rolex never offers it. I am OK with that. However, Rolex did regulate the watch.

25 February 2011, 06:37 AM	#7
submariner ln "TRF" Member Join Date: Feb 2011 Location: Europe Watch: Ceramic Sub Posts: 75	rolex hasn't replied yet, will hopefully have an answer soon

25 February 2011, 06:41 AM	#9
Brunotheboxer Banned Join Date: Mar 2008 Real Name: Bruno Location: Boston/Cape Cod Watch: 16610,PAM. 111, G Posts: 7,608	My rolex was running counter clockwise so I took it to my AD where they informed me that I was wearing the watch backwards and Upsidedown. Boy was I embarrassed.

25 February 2011, 06:42 AM	#10
MonBK Banned Join Date: Nov 2010 Location: Kingstown Posts: 58,279	I agree with the above poster about not polishing the scratches but to not replace the crystal is a fault in customer service.

25 February 2011, 06:46 AM	#11
submariner ln "TRF" Member Join Date: Feb 2011 Location: Europe Watch: Ceramic Sub Posts: 75	I was under the impression that they do polish the watch when it's sent back, whatever the case it's the least they could do for the inconvenience of nothing having your watch for 8 weeks for no fault of your own!

25 February 2011, 07:44 AM	#12
Fiery "TRF" Member Join Date: Jul 2009 Location: Europe Watch: Sub-C 116610LN Posts: 2,649	In case Rolex replaced the crystal, then there must be a laser etched crown marked with "S" on the new, service replacement crystal. If the "S" is not there, it means it still has the original crystal (that you wanted to be replaced).

25 February 2011, 07:56 AM	#13
submariner ln "TRF" Member Join Date: Feb 2011 Location: Europe Watch: Ceramic Sub Posts: 75	Yes i know about the S and i checked and it's not there! pretty unbelievable, never expected something like this from Rolex

25 February 2011, 08:01 AM	#14
indeuce "TRF" Member Join Date: Jan 2011 Location: SF Bay Area, Ca. Posts: 127	Wow that's pretty sloppy then if they didn't swap out the crystal. I would be curious to hear about Rolex's response. Keep us posted.

25 February 2011, 08:12 AM	#16
submariner ln "TRF" Member Join Date: Feb 2011 Location: Europe Watch: Ceramic Sub Posts: 75	Well I can never be sure but i did see the report from Rolex and the emails Rolex sent them, i don't really have much choice but to believe them i guess.

25 February 2011, 08:18 AM	#18
Chipmunk "TRF" Member Join Date: Feb 2010 Real Name: Alvin Location: So Cal Watch: ROLEXES Posts: 5,390	When you bought the watch, did the crystal have a scratch already? Because if you were the one who scratch it then it it won't be covered under warranty. How about the dial, did they fix it? __________________ "A thing of beauty is a joy forever"............John Keats

25 February 2011, 08:20 AM	#19
submariner ln "TRF" Member Join Date: Feb 2011 Location: Europe Watch: Ceramic Sub Posts: 75	The scratch came with the watch, yes the dial was replaced and the funny thing is that the report said the crystal was changed!

25 February 2011, 08:23 AM	#20
TPLGT "TRF" Member Join Date: Oct 2010 Location: jax beach, FL Posts: 187	In for resolution. GL..I hope it works out. __________________ A few watches: Tag Heuer F1 Chrono, Timex Digital, Lumiox, Nixon, Rolex GMT IIc, Omega Seamaster Chronograph

25 February 2011, 08:25 AM	#21
dddrees "TRF" Member Join Date: May 2010 Real Name: Dan Location: USA Watch: This N That Posts: 34,253	Sorry to hear about this, please keep us posted. They may not be perfect but I would have to believe they would do their best to address their mistake. __________________ When it captures your imagination, that's when you know you have found your passion. Loyal Foot Soldier of The Nylon Nation. Card Carrying Member of the Global Association of Retro-Grouch-Curmudgeons

25 February 2011, 08:26 AM	#23
Le Chef "TRF" Member Join Date: Feb 2010 Location: Chicago Posts: 2,005	Why would you buy a new watch with a scratch on the crystal and a flaw on the dial? If it was not perfect why didn't you reject it and ask the AD for a new one?

25 February 2011, 08:28 AM	#24
submariner ln "TRF" Member Join Date: Feb 2011 Location: Europe Watch: Ceramic Sub Posts: 75	Well i didn't see the defect initially in the shop, it was only in the sunlight that i noticed them but then i couldn't stop looking at them :( call Rolex on what number? it's not that easy to come by

25 February 2011, 08:34 AM	#25
Paracentesis Banned Join Date: May 2010 Real Name: James Location: UK Watch: Tissot Posts: 1,454	So sorry to hear about your tribulations. It's worse for me, though: I bought a lottery ticket, and it turned out to be completely worthless! In the end, I had to throw it away.

25 February 2011, 08:59 AM	#26
Brenngun 2024 SubLV41 Pledge Member Join Date: Mar 2010 Real Name: Rick Location: Smokin' Heaven Watch: Rolex & Tudor Posts: 3,866	Just one more reason not to buy from an AD...

25 February 2011, 11:15 AM	#28
beowulf566 "TRF" Member Join Date: Dec 2010 Real Name: Matt Location: new hampshire Watch: Rlx,Omga,CyS,brtln Posts: 1,520	hopefully they will set this right and replace the crystal. __________________ R.I.P. Smoke em' if you got em'

25 February 2011, 11:44 AM	#29
Atomant "TRF" Member Join Date: Jun 2007 Location: Fernwood Posts: 3,455	Sorry to hear about that. I'm okay with my cases with a little bit of scratch but for a crystal I expect mine to be crystal clear. :) __________________ 116613LN 16600SD 16610LV 116710 16710 16570 Speedy 3570.50 PAM25 Oris TT1 and a bunch of G-Shocks. Flipped: Daytona 116520 Seamaster 2231.80

25 February 2011, 11:58 AM	#30
kwimbie "TRF" Member Join Date: Dec 2010 Real Name: Kevin Location: Waltham, MA Watch: SS OysterQuartz DJ Posts: 37	Wow hope everything works out. RSC is mailing my watch back tomorrow which had a crystal replacement too. I'll be sure to give it a twice over.

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