Damaged Watch Returned

[Terry Newton]

Yesterday my receptionist comes in to my office with a smile on her face and a box in her hand. She knew I was waiting to get my watch back and I had been notified it was on the way.

I opened it up thinking it was going to be perfect and looking brand new. It was much better than when I sent it to them but, it would have been far better if they would have replaced the case. The metal is at least shiny now, instead of a burnished look like the jeweler created. I will never know what he did to put actual gouges in the case.

Here's the pictures and, if you look at the right side of the case, next to the crown, you will see the metal still looks dented. They would have had to grind the case down to get it perfectly smooth so it looks like they did the best they could do.

The whole thing left a bad taste in my mouth and I am embittered over the whole experience. Anybody who knows me knows I take good care of everything I own. I buy nice things and, I've worked hard for everything I have though, I am not made of money.









I did not have to pay for the repair, Thank God, but it should have never happened in the first place. The guy said he could take scratches out and would do it for free while you wait. I was stunned when I left the shop and looked at the watch in the sunlight. Then I send him an e-mail telling him what he did and he sends me a nasty e-mail back telling me to have a nice life. He should have bought me a new watch and, taken the one he damaged for himself or, had Rolex put a new case on the watch. I've got a call in to the customer service person I spoke to earlier but I've got a feeling they have done all they are going to do.

I still have never posted his name, the city, or the store anywhere. I showed him more courtesy than he probably deserves but I do my best to be a gentleman.

Anyway, enough of my rant, I promised someone I would post pictures of the damage.

Terry Newton

[worktolivelife]

OK!!! here's my honest opinion the experience and resultant condition of my watch now would leave me P!$$ed it will never be the same personally i couldn't live with it!!!

steve

[SLS]

I am sorry that you have had such a bad expirience. Personally, I would not let this issue go, stick to your guns on this one....you paid a lot of money for a watch that is no longer like new and you are unhapy with.
~Scott

[Letsgodiving]

It looks like there are two indentations on the lug next to the crown guard and the lug on that side appears wavy and uneven. I'm not sure if it's the photo's or the lighting but from what I can see I don't think I would be satisfied with the repairs. If he damaged your watch, especially through his negligence, he has a duty to make it right. I think they are right to attempt to repair it but if the repairs are not satisfactory then either the case or watch should be replaced.

[f16570]

Don't let this one go. You paid good money for the watch.

[Jedi]

Terry, I'm with the rest of the Gang on this one. Do not let it go. Ensure they either fix it to your satisfaction or get you a new one.

[improviz]

I agree. This is pretty cut and dried, particularly if you've taken photos from day 1....might be able to handle it through small claims court if the limit is high enough where you live. This guy botched it, and needs to make it right.

[valentine]

Take it all the way, terry!...the fact is, YOU worked for that watch, and someone ruined it....I have to agree with everyone else..you deserve a NEW watch or at least a new case that will leave you feeling proud of your watch again! you've done a great job documenting each and every incident since day one, so you if "court" is needed, you have it all....sorry abot the watch, terry...but fight it, and get it back to being your baby!!!!!

[boa2]

+1 to everyone's sentiments here. Only after it looks like the watch you brought them will they have done their job.

[Hatchet]

It might be worth your time to file this in small claims court, unless the price of a new case is over the limit. Being a gentleman doesn't mean being a doormat! Keep us posted.

[Tareg]

Have you got any before pics?

[Terry Newton]

Originally Posted by Tareg

Have you got any before pics?

The watch was only 7 months old. It had a tiny 2 cm scratch on it that bugged me. I never, in my wildest imagination, expected the watch to be damaged. I am still stunned over the whole experience.

Terry Newton

[GBJIV]

The marks almost look that the guy went too deep with a dremel tool or something while polishing on the lug - right side. This is not good. Like you, I appreciate the fact that they gave it another shot - however, this is not satisfactory.

I am sorry you are having this issue.

[JF23]

Thanks for posting Terry. These types of situations always leave a bad taste in my mouth. Don't back down as others have said. You won't be happy (at least I wouldn't be) with the timepiece otherwise.

Try not to stress about it to much. Look at defeating the jeweler as a challenge, and you have all the time in the world and will not let up until they make it right.

Good Luck!

[Swegin]

In my opinion this has a material impact on the value of the watch. It also has a material impact on your "relationship" with the watch. If this was mine, i would constantly be reminded of the damage and would never be quite happy with it.
IMHO you will likely never get over it and be satisfied as long as the damage remains.
I would side with everyone else in saying that if it was me, i would pursue until FULLY satisfied.

[worktolivelife]

I feel it will be difficult to console or otherwise here by others, how do you feel and your intensions?, life can be short to make a crusade out of some situations

[BigHat]

Hi Terry,
I wish it had come back in better shape. You ever get a quote on what I new case would cost?

I have learned one valuable thing from your experience and that's not to get so anal about little marks that you let a moron ruin your watch while trying to remove them. RSC only will polish my watches if required during services.

[jdc]

Terry who was the repair done by? Jeweler or RSC?

You have given them the chance to make it right which is reasonable. Register your concerns state that the repairs do not make the watch good, and ask for a replacement.

If they do not give you one, I think you need to get an independent assessment of your watch to confirm your concerns. This will back up your claim and give a neutral view that you can present to add pressure.

[Terry Newton]

Originally Posted by jdc

Terry who was the repair done by? Jeweler or RSC?

The damage was done by an authorized dealer in the State of Michigan. The repair was done by Rolex Service Center of New York.

I also have no idea on what a new case will cost. I thought it would look like brand new when it returned from New York. I had always heard they can work miracles.

Terry Newton

[jdc]

Originally Posted by Terry Newton

The damage was done by an authorized dealer in the State of Michigan. The repair was done by Rolex Service Center of New York.

I also have no idea on what a new case will cost. I thought it would look like brand new when it returned from New York. I had always heard they can work miracles.

Terry Newton

RSC seems to have taken some responsibility, they have acknowledged there is a problem as they have worked on the watch. I would contact them, and register your concerns that despite their expert work the watch is not as good as new. See if they agree, they may be able to put pressure on the AD. You may need an independent assessment to back up your claims as I stated earlier. Good luck

[Welshwatchman]

Terry

Since liability has already been established I would not let go of this if I were you.

You are understandably deflated over this and I really feel for you. Get it back and insist that the as responsible pays for the new case.

If he refuses then it's time to name and shame.

[mldaytona]

Terry, the once beautiful case of your GMT now looks like a face full of chicken pox scars. You gotta do something to make that AD pay for a new case.

[frostie]

Originally Posted by mldaytona

Terry, the once beautiful case of your GMT now looks like a face full of chicken pox scars. You gotta do something to make that AD pay for a new case.

you mean like hire somebody ?

[Sparky CRNA]

Terry,

I had the same type of experience with those elitist ASSH*LES in NYC they took my watch to regulate it, did not polish anything and ADDED more scratches and then said "enjoy".

The sad thing is that the watch has to go back because it won't keep good time anymore! After this, Andrea Zellmer in Dallas is the only one I will deal with. She apologized and said she would be happy to correct the problem!

If this was don by an AD I would follow it up and make sure it is made good...by Rolex if you have to. By your pics that is about a $10k watch and I would accept nothing but the best my money bought! IMHO.

Sparky

[MikeV]

wow, that looks deep. I agree that you should continue to pursue the matter and insist that they actually replace the case. I know some would let it pass and others would scream. You should continue with your approach and politely try to resolve the matter and bring it all the way to managerial level and progressively become firm (sometimes just flat out yelling will not get you anywhere). I would continue to speak directly with RSC. You know, you may even want to mention that you help out Rolex by monitoring Rolex scams on ebay (at no charge?) and this just goes to show your dedication to the brand and standing in the Rolex community; and how above and beyond customer service will go a long way to someone who goes above and beyond for Rolex. Heck, talk to one of your contacts at ebay and just have them write you a 10 line reference about how you help them out. We all spent so much money on our watches and really...what does it cost Rolex to replace the caseback...10bucks and 2 minutes? Come on, with all of their talk about this kind of steel and that kind of pressure test and quality control...it still comes down to 10 bucks and 2minutes. Sometimes losing a little to gain a great reputation in customer service is worth it.

[smh223]

can someone post a link to the original thread...what happend in the first place?

[MikeV]

smh223...too many post to sift thru, but basically while at an AD chatting, the AD said he could polish out a small scratch for free while Terry waited. Once finished and outside in the light, the AD actually made it worse and ruined the caseback as you can see. When complaining about this, the AD called Terry ungrateful bec the AD did it for free...yup that's right, Terry was ungrateful for a damaged caseback, and that's when Terry sent the watch to RSC himself...it turns out the AD actually paid for the service cost probably after RSC contacted the AD

[Wolfgang427]

Originally Posted by Terry Newton

The damage was done by an authorized dealer in the State of Michigan. The repair was done by Rolex Service Center of New York.

I also have no idea on what a new case will cost. I thought it would look like brand new when it returned from New York. I had always heard they can work miracles.

Terry Newton

I was at the RSC-NY on Thursday to drop off my DD for service. Needless to say I was completely disgusted at the way the service dept handled my watch and the way it was returned to me after I declined their riduculous service estimate to basically change out most of the watch parts to the tune of $3k including a new dial which is not needed. The whole experience was like being at a car dealership where you can't talk to the service tech, but an inexperienced intern service advisor is trying to hard sell you unneeded parts if you want it serviced. I will now turn to the independents as RSC in my book can It really spoils your appreciation of a fine watch when the official service depts are there to only make money with a change everything attitude, take it or leave it customer be dammed. Sorry for the rant.

[MikeV]

Sorry to hear about that wolfgang, it's sad and pisses me off when these service techs do not treat people's property with respect because they're indifferent. They probably just have the attitude of "whatever, it's just a watch and I see tons of em'." And the what's even more aggrivating is when sales people/techs do this and they can't even afford to buy one but act like they have 5 Rolexes at home.

[watchnut]

Originally Posted by improviz

I agree. This is pretty cut and dried, particularly if you've taken photos from day 1....might be able to handle it through small claims court if the limit is high enough where you live. This guy botched it, and needs to make it right.

That's what I would do! It doesn't sound like he's going to do the right thing on his own. Good luck!