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Old 19 October 2008, 02:20 PM   #1
Terry Newton
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Anticipation!

I went in to work today to do a little work on my computer. I left work early on Friday so I did not check my phone messages.

I listened to them today and I got a call from JoAnne Russo from Rolex New York.

My Two Tone GMT IIc is done with the brand new case put on it. For all who don't know an authorized dealer damaged the watch on July 11th of this year by trying to polish a scratch out of it. Instead, he put huge gouges in the case and basically destroyed the case on the watch.

I sent it in to Rolex previously and they attempted to polish the case and sent it back to me. I was still unhappy with it and, after the great feedback and support from members here, I wrote to the President of Rolex USA. He had the Vice President of Customer Affairs get involved and they agreed to give me a brand new case. I didn't care about getting a brand new watch as the watch was only seven months old when this incident happened.

I sent it in a couple of weeks ago when they got a new case in. It is being shipped back to me as soon as I get a hold of them on Monday. I am very excited to get it back and, hopeful that I will finally be pleased with my watch again and, not be disappointed.

I will post pictures of the watch after it is returned. It will hopefully be the end of a horrible saga.

I really appreciate all of the support I got from members here. Especially Dalton who offered to fix the watch case for next to nothing as, he knew how broken hearted I was over this incident.

Here is a picture of the polished case after Rolex tried to fix it. It was twice as bad when it got sent to them. You can imagine how sick I was when I saw what that guy did to my near new watch:





Fingers crossed.

Terry Newton
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Old 19 October 2008, 02:28 PM   #2
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Terry, I am happy and VERY impressed with the customer service that you received. Sadly it took a letter to get your point across, but in the end I hope that you are happy! I look forward to the pics! What is Rolex doing with with your warranty card/papers? Are you getting a new set? Just curious, thanks,
~Scott
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Old 19 October 2008, 02:32 PM   #3
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Very glad it all worked out.
Looking forward to pics.
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Old 19 October 2008, 02:36 PM   #4
Terry Newton
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They are going to give me a paper stating what the reason was that they put a new case on the watch. That's all I need for posterity sakes as I do not intend to sell the watch. I will keep the papers with the original warranty card in the safe and all will be right with the world.

The original customer service from the Rolex Authorized Dealer was horrible as was the customer service at Rolex New York. It did take a letter to the president of Rolex USA to get this matter resolved. I would have taken the authorized dealer to court in a heart beat if this did not get rectified. I paid a lot of money for the watch to have this guy destroy it in a minutes worth of time. Rolex New York should have known I would have never been satisfied to have it not look like brand new when they returned it to me.

I am very hopeful that the watch will look like brand new again. I take good care of everything I own. My SS Date Submariner is almost two years old and looks like brand new.

Terry Newton
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Old 19 October 2008, 02:37 PM   #5
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Glad to see it worked out in the end Terry. I guess all the footwork of going through the proper channels worked out for the best. Can't wait to see some pics.
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Old 19 October 2008, 02:58 PM   #6
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nicely done!!!!!
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Old 19 October 2008, 03:10 PM   #7
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I still can't believe Rolex would send that back to you and expect you to go away. Pretty sad imo.
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Old 19 October 2008, 03:12 PM   #8
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Good to hear Terry that soon you will get your watch the way you purchased
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Old 19 October 2008, 03:25 PM   #9
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Congratulations Terry on getting your GMT back. I hope it works out well for you.

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Old 19 October 2008, 05:14 PM   #10
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I hope the end result is to your expectations. More often than not these situations end up with some level of disappointment.
Post some pix of a happy ending.
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Old 19 October 2008, 05:18 PM   #11
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Glad everything worked out OK
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Old 19 October 2008, 05:20 PM   #12
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As I said before....Go to the Top...I did...it worked for me and now for you!

I hope it all works out...but dont stress you already opened the pipeline and if you are not 110% happy when you get it....continue your quest YOU HAVE ALMOST CROSSED THE FINISH LINE!!!! STAY THE COURSE!
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Old 19 October 2008, 06:35 PM   #13
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Good for you Terry.

Looking forward to the return of your watch.
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Old 19 October 2008, 06:49 PM   #14
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Congrats Terry

Can't wait to see some pics of that beauty on your wrist.

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Old 19 October 2008, 08:15 PM   #15
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Great News Terry
At Last your watch is the way it should be- your perseverance really is exceptional
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Old 19 October 2008, 08:22 PM   #16
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I am happy this all worked out for you Terry. It's about time they did you right. Make sure we see some pics.
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Old 19 October 2008, 11:09 PM   #17
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what happened to the serial number then? they stamped the same number?
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Old 19 October 2008, 11:45 PM   #18
Terry Newton
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Quote:
Originally Posted by Mwing View Post
what happened to the serial number then? they stamped the same number?
The serial number changes with the new case. The paper that Rolex gives me explains the reason for this for history purposes if I did want to sell the watch. It's on record with Rolex then as well.

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Old 20 October 2008, 01:11 AM   #19
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Quote:
Originally Posted by Terry Newton View Post
The serial number changes with the new case. The paper that Rolex gives me explains the reason for this for history purposes if I did want to sell the watch. It's on record with Rolex then as well.

Terry Newton
Terry,
I should know this. So will the CRB serial number be the same or different from the case? I'd think different but...
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Old 20 October 2008, 01:44 AM   #20
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Glad to know it all worked out for you.
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Old 20 October 2008, 01:47 AM   #21
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Great to hear!!
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Old 20 October 2008, 05:22 AM   #22
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Terry, my hat is off to you. You are quite a guy to follow this thing through in the way that you have.

Post pics of the new case! Can't wait!


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Old 20 October 2008, 07:11 AM   #23
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Please post the before and after pictures together.
I can make out the uneven surface on one of the lugs. pretty bad and can't believe Rolex NY did not take initiative to have it fixed right.
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Old 20 October 2008, 12:03 PM   #24
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Terry - Great to see this little bump in the road is finally leveling out. I look forward to pictures of the final result!
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Old 20 October 2008, 12:46 PM   #25
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Terry it was nice to read about a happy ending to your problem.
Now you can enjoy it once again.
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Old 20 October 2008, 01:03 PM   #26
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Been following this story from the beginning. Looking forward to the pictures of the perfected GMT
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Old 20 October 2008, 01:05 PM   #27
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OOPS - duplicate post
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I bought a cheap watch from the crazy man
Floating down canal
It doesn't use numbers or moving hands
It always just says "now"
Now you may be thinking that I was had
But this watch is never wrong
And if I have trouble the warranty said
Breathe In, Breathe Out, Move On
J. Buffett
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Old 20 October 2008, 01:09 PM   #28
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Terry, it just shows, it always pays out to own a great watch...
Great customer service!
Looking forward to see the pictures!
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Old 20 October 2008, 01:14 PM   #29
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Great news Terry. Looking forward to the pics of the GMT. Way to hang in there.
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Old 21 October 2008, 09:34 AM   #30
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I cant wait either! This is going to come full circle.
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