Damage from AD... (advice appreciated)

[koobitz]

I recently picked up my first Rolex (116518LN) from my local AD and was advised that they would have to order a specific size of the Oysterflex bracelet so that the watch would fit perfectly on my wrist. Although the bracelet was a bit tight, it wasn’t that bad especially given the Easylink feature so I managed as I waited for the new bracelet to arrive.

The sales rep I purchased the watch from called me yesterday letting me know that they had just received the bracelet and that I could come in to do the switch; however, because I couldn’t make my way there on the same day, he advised me that I would have to deal with one of his peers (let’s call him Bob) as he was going to be on vacation for the next week or so.

I made my way to the AD today and advised them that I was looking for Bob in order to change the bracelet. It turns out that Bob was actually busy with a customer so I was offered something to drink and a seat by another sales rep (let's call her Sarah) while I waited. I must have waited a good 30 minutes as the customer Bob was with went through the entirety of the store but it wasn’t a big deal as I got to browse in the meantime.

After I was done browsing, I sat back down at the Rolex section and I could sense Sarah was feeling a bit uneasy given the unusual wait time. She came over and said she would take the watch to the back in order to change the bracelet. I handed her the watch and she went on her way. She then came back out after 5 minutes letting me know that her colleague, Bob, took over given she wasn’t able to do it herself. A few minutes later, Bob showed up with my watch asking me to try it on. The fit was perfect and I was happy as can be. I actually even took the opportunity to ask him a few questions about the bracelet and how to tell the sizes apart. He showed me where the sizes would be indicated at the back of the bracelets and then took off very quickly as if he had something else to get to even though he did not go to a specific customer and walked away.

I wore the watch for the remainder of the day and kept it on until tonight when I actually took it off so I could admire it closely and then noticed the below on my case back...

TLDR:
-Ordered Oysterflex bracelet for perfect size
-Went to AD when bracelet arrived for swap
-AD seemed understaffed from a Rolex point of view
-Sales rep that was supposed to do the swap was busy with another customer
-Another sales rep offered to change bracelet but was unable to do so
-Sales rep that was originally supposed to swap bracelet took over and did the job
-Went home happy only to realize my case back is scratched... see below:




Although I am furious, I know me going into the AD and causing a scene won't change much... so my questions are:

1. Will this require polishing?
2. Can a polishing be done only on that specific area (avoiding softer edges overall)?
3. Can it even be fixed with a polishing given it seems like the border of the case back was affected in the second picture (possible dent)?
4. I suppose a replacement watch is out of the question?
5. Any other alternatives/options?

I will be making my way to the AD tomorrow but I am honestly shocked at how this was handled. Surely either reps must have seen the damage yet the watch was given back to me in a rush almost as if it was in an effort to avoid me finding out it was damaged? Why was it never mentioned to me? This is a watch that is less than a month old which I find is pretty much ruined now and the last thing I want is to lose sharp edges on it after a month due to polishing... I am honestly very disappointed...

Any advice is much appreciated.

[In-Cog-Neeto]

Fully appreciate why you are pissed. I would be too

I would first, forget about it as it’s on the back of the watch - when you service you can ask them to lightly polish if you want

I would second, go to the AD ASAP and explain the situation to the manager/owner and tell them how you feel

But best thing is to get over it which will take a few days

[lawrence1]

Originally Posted by In-Cog-Neeto

Fully appreciate why you are pissed. I would be too

I would first, forget about it as it’s on the back of the watch - when you service you can ask them to lightly polish if you want

I would second, go to the AD ASAP and explain the situation to the manager/owner and tell them how you feel

But best thing is to get over it which will take a few days

You’d have to polish quite bit to get that gauge out. If i spent $28k for a watch, i would be very unhappy to have it damaged to that extent.

[InitialAndPitch]

Originally Posted by In-Cog-Neeto

Fully appreciate why you are pissed. I would be too

I would first, forget about it as it’s on the back of the watch - when you service you can ask them to lightly polish if you want

I would second, go to the AD ASAP and explain the situation to the manager/owner and tell them how you feel

But best thing is to get over it which will take a few days

I agree with your sentiment around getting passed it but..... When specialist stores like this one are selling you a bracelet/band plus the watch, they have an obligation to take reasonable care.

I imagine that there's almost no way the bracelet fitter didn't see the damage they caused. Making a complaint is a nuisance but you played by their rules by going to an AD and buying OEM product.

[Mad Hatter]

Originally Posted by in-cog-neeto

fully appreciate why you are pissed. I would be too

i would first, forget about it as it’s on the back of the watch - when you service you can ask them to lightly polish if you want

i would second, go to the ad asap and explain the situation to the manager/owner and tell them how you feel

but best thing is to get over it which will take a few days

+1

[envuks]

I think they could do a quick/light touch up on the case back which would address the majority of it. The inside of the lugs is more frustrating. I’d be asking the AD how they plan to make it up to you if it were me. Maybe get their next SS Daytona (just a thought)

[lawrence1]

What a bunch of hacks. Demand a new watch and return that one. Unacceptable for a watch costing $28k.

[Fire bloke]

Originally Posted by lawrence1

What a bunch of hacks. Demand a new watch and return that one. Unacceptable for a watch costing $28k.

What he said ∆

[Singslinger]

Originally Posted by lawrence1

What a bunch of hacks. Demand a new watch and return that one. Unacceptable for a watch costing $28k.

I agree. It's worth a try.

[BT1985]

First off, it does look like a chimpanzee tried to crudely open the case back with a rock and a stick...and for that I offer my condolences. Now to the matter at hand. I would definitely go and calmly explain the situation and express your disappointment without demanding anything and see what they say. Only speak to a manager. I do think that a light polish and it would be good as new and I don’t think you will lose much metal on the areas that matter. Best case, you get a new watch. Worst case, you get a new AD. Another angle you could play is to have them put you at the top of the list for the next SS sports model you have your eye on to make things right.....


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[TswaneNguni]

RSC on their cost and use it to your advantage ..

[greentimgreen]

Originally Posted by TswaneNguni

RSC on their cost and use it to your advantage ..

I’d do this ^ too. If they disagree, return the watch and buy somewhere else (or at least say that’s what you’ll do...).


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[AJV_36]

Originally Posted by TswaneNguni

RSC on their cost and use it to your advantage ..

This. I in no way would just get over it! I would not go in yelling either. But if you’re in the states from what I’ve read I would require it to be sent to Rolex service center in Dallas at AD cost for insured shipping and the required work. Period. No other solution in my mind


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[Sydny2]

I would be faint after seeing this damage.

[shaunylw]

That’s an absolute embarrassment. Return it immediately, if they give you a hard time, hopefully you put it on a reputable credit card. Amex would take care of this issue I’m sure.

28k and someone hacks the back of the case then tries to hide it? No thanks. If they could fix it on the spot and it looked brand new, maybe. I don’t think they will be able to. I think the return is the only way out of this one, and that’s not going to be an option they like very much.


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[Muxi]

Those are deep gashes on the case back and the finisher between the lugs. But if Sarah is exceptionally pretty I’d let it go.

[Chewbacca]

I’d certainly be upset.

Not because there was a scratch, but rather because of where it is.

How does that happen? There’s no reason for anything metallic or otherwise to be near the caseback. And it should have rested on a scratch proof cradle or cloth.

That’s pure negligence, not an honest error changing a strap.

[brandrea]

Originally Posted by Chewbacca

I’d certainly be upset.

Not because there was a scratch, but rather because of where it is.

How does that happen? There’s no reason for anything metallic or otherwise to be near the caseback. And it should have rested on a scratch proof cradle or cloth.

That’s pure negligence, not an honest error changing a strap.

Agreed.

Someone (let’s call them Sarah or Bob) clearly needs a refresher course in how to change a bracelet.

[csaltphoto]

How in the heck did they mangle the case back like that changing the band?!?!?

I'm curious to see what they say. Since you didn't notice it until you left the store they might be shitty about it...

[Largoshark]

What did they do to your watch? I'd be furious with the lack of accountability. Both of them clearly knew about the damage, and just crossed their fingers that you wouldn't notice until long after you were gone. Which, lucky for them, is exactly what happened.

Go back to the AD as soon as possible. The more time that goes by, the more likely they are to say you could have caused the damage. And if they dont bend over backwards to make it right, consider finding a new AD.

[Skavary]

I would go right back to the AD., return the watch, and have them order a brand new one. Polishing is not the answer. They damaged the product and they should give you a new watch. Polishing and touching up will require them to take away metal. The watch will need to be opened up to do so. That is not what you signed up for when purchasing a brand new watch.

[joli160]

Don't worry, it's a very easy fix and you'll never be able to tell.
I would leave it and whenever your watch requires service have the RSC fix it.

It is sad that the sales crew were to skared to inform you.
They must have a friendly manager.

[tanask211]

Yah its a deep scratch probably due to mishandling of tools. But if you expect to get a new piece then I think unlikely to take place. Just go for a polish and get rid of it. Life is short and just enjoy it... Nothing is flawless.

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[xrole]

Originally Posted by tanask211

Yah its a deep scratch probably due to mishandling of tools. But if you expect to get a new piece then I think unlikely to take place. Just go for a polish and get rid of it. Life is short and just enjoy it... Nothing is flawless.

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What ridiculous logic... nothing is flawless? The guy took his great condition $28k watch in for a service-related issue and they put deep scratches in it through negligence... OF COURSE HE SHOULD BE PISSED! Honestly, I read some post on here that have me scratching my head in wonder at the bizarre thought processes that go into them.

The AD needs to remedy the situation ASAP and I would be demanding it be returned to the condition I gave it in as well as a grovelling apology for trying to mislead me. Saying "mistakes happen, we are all human" is not applicable in this situation when dealing with a watch that cost more than many people can save in a year. Unless of course, you are so far removed from reality and material concerns that it genuinely is of no concern to you when someone negligently and carelessly damages your $28k watch. It then becomes their responsibility to rectify the situation.

[LeftCoastBias]

I’d demand a replacement csseback ok their cost and the next watch you want (Pepsi, BLNR, Daytona C, etc) that comes in the shop.


- Sent via iPhone. Please excuse any typos or brevity in my message

[WatchLurv]

Replace the caseback. If that doesnt work, get it polished. Also make sure that you KNOW it was their fault and the scratches come from them. On top of that I'd be so cheeky to ask for the next SS Sub that comes in to go to you.

[Macnavara]

Why would they give him the next ss daytona because of a scratch.....they’ve already sold him a 28k watch without having to bundle.....the scratch is horrible and id be upset for sure....i certainly wouldnt let them have a go at polishing instead insist that it goes to rsc but itll be away for a while unfortunately

[rohk]

Even though it is on the backside I'd be pretty upset. Go back to the AD and tell them the situation and have them fix it immediately.

[Jackumi]

That damage is totally unacceptable. It looks like they used the Begeon tweezer type of tool to remove the strap pins (see attached), but they let the edges of the arms gouge the case back as they were using it. The pictures show the correct way to use it so as to keep the arms away from the watch body.

[koobitz]

Thank you to everyone who chimed in and provided advice. Some of the cheeky comments definitely helped soften the blow haha.

Originally Posted by Jackumi

That damage is totally unacceptable. It looks like they used the Begeon tweezer type of tool to remove the strap pins (see attached), but they let the edges of the arms gouge the case back as they were using it. The pictures show the correct way to use it so as to keep the arms away from the watch body.

wow... I can't even imagine how this all unfolded in the back room... that would explain why the scratches are on both ends and is likely what transpired!

I know a lot of you have stated I should use this to get my next piece but I am not sure how I feel about it to be honest. Sure, a SS DaytonaC white dial sounds great but with how the two reps handled me yesterday I just feel uneasy now. I am honestly shocked as I was looking to build a relationship with this AD and further my collection with them... let's see what happens when I go in today.