WoS in the Uk have annoyed me- a rant, GMT BLRO cyclops issue

[Gary G]

Hey guys, forgive the rant, it’s fresh and I’ve had a beer or 3.

So, 2019, my guy at local Watches of Switzerland sorts me out with a GMT Master II BLRO…it’s my wedding watch, all is good.

2020, all not so good…world events etc but also the GMT developed a strange mark under the cyclops, I speak to my contact and he assures me it’ll be sorted under warranty, we decide perhaps now is not the right time.

Fast fwd a couple of years I finally decide to get it sorted (reluctant to send away my watch) but unfortunately I’m dealing with all new staff at WoS…even though the new SA assured me it’ll get sorted I got an email saying “it’s scratched sir and its £180”, or whatever. The money is not the issue, it’s the principle. Also, tbh, I’m not particularly happy about having to have a service crystal and would refuse the movement check as it’s unnecessary imo.

Anyway, how would you feel about this/proceed. I feel like asking for the watch back and starting a new relationship with a different branch (aka buy my wife a watch and I always need new watches 😂) then raise it with them and see what they say.

I just can’t believe RSC said it’s “scratched”, because it’s not, it’s the AR coating under the cyclops that’s failed, pretty sure I’ve seen it before on this very forum.

If you’ve got this far, you’ve done well and I look forward to your opinions!

Pics attached

[Gary G]

Sorry, couldn’t get the other screenshot to upload.

“…Following careful examination by a Master Watchmaker, diagnostics have shown that to return your timepiece to its original functional and aesthetic specifications, the following interventions and/or components are required:

The following work is deemed necessary:
- Replacement Glass: £110.00
- Fitting Fee: £70.00
- Movement Check: Free of Charge


Next steps

The estimated length of time to complete all work will be 5-6 weeks from the date of receiving your proceed notification. This date is given as a guideline only and is subject to the…”

[Porkbelli]

Is there a scratch between the cyclops and the sapphire glass or on top of the cyclops? Nevermind, you said under the cyclops. If it's between, could it be the adhesive?

[GusFring]

Find it hard that they can’t see it, for me they should deal with it FOC.

It’s clearly not just a ‘normal scratch’

[TimeAZ]

Wow that looks smudgey! I'd drop the 180 quid to get that sorted and wait the 6 weeks for your watch to return. Good to go. Ps don't give your AD a hard time, they sourced you a watch that is virtually impossible to get in some areas. No reason to burn bridges and go somewhere else.

[OrangeSport]

I would go over to the RSC in Kent and talk it over with a technician there. They obviously think it’s a scratch, you don’t.

Face to face with the watch there is always the easiest way.

BTW where did the AD send it? Kent or London?

[Tools]

Hard to really tell from the photo, but it could be where you have rubbed it against a wall.

Still, whatever the issue it would be a change of the crystal. Not really sure why this concerns you so much.

If it is delamination then that is a warranty issue and it would be a Rolex call, not WoS. The fix would still be replacement.

[beshannon]

Originally Posted by Gary G

I just can’t believe RSC said it’s “scratched”, because it’s not, it’s the AR coating under the cyclops that’s failed, pretty sure I’ve seen it before on this very forum.

So what you have "seen" is correct and what Rolex says is wrong? Not sure what kind of an answer you are looking for?

[Scholar]

Scratching (as opposed to breaking) sapphire would be very, very difficult unless Gary was hitting his Cyclops against diamonds.

This looks like the same failing AR coating I had on a MacBook Pro once.

[saxo3]

Originally Posted by Gary G

Also, tbh, I’m not particularly happy about having to have a service crystal and would refuse the movement check as it’s unnecessary imo.

Not a good idea to refuse the movement "check".

Originally Posted by Gary G

“…Following careful examination by a Master Watchmaker, diagnostics have shown that to return your timepiece to its original functional and aesthetic specifications, the following interventions and/or components are required:

The following work is deemed necessary:
- Replacement Glass: £110.00
- Fitting Fee: £70.00
- Movement Check: Free of Charge

Pretty clear (3285) …

[kwingy]

Originally Posted by TimeAZ

Wow that looks smudgey! I'd drop the 180 quid to get that sorted and wait the 6 weeks for your watch to return. Good to go. Ps don't give your AD a hard time, they sourced you a watch that is virtually impossible to get in some areas. No reason to burn bridges and go somewhere else.

I agree with this. Pay the £180 - get it back perfect and just move on. Life is too short.

[jaySL350]

Originally Posted by kwingy

I agree with this. Pay the £180 - get it back perfect and just move on. Life is too short.

+1

[drrd]

Originally Posted by OrangeSport

I would go over to the RSC in Kent and talk it over with a technician there. They obviously think it’s a scratch, you don’t.

Face to face with the watch there is always the easiest way.

BTW where did the AD send it? Kent or London?

Agree, let RSC check it.

I doubt the AD sent it to Kent or London. That ‘report’ just doesn’t sound like something RSC would say. ‘a Master Watchmaker’?

OP, I think this looks like a cyclops adhesive issue and should be a warranty fix. You’re the best person to judge though because if that’s a scratch you’d be able to feel it.

[rockysw]

Yeah it is a mix one. If you are really bothered then take it to RSC and speak to them directly. The cost is small (180) in grand scheme of things, so perhaps not worth the hassle.

But re WoS group, this is the response from Rolex so not sure why get angry at WoS unless they were not polite or facilitating?

[knighty88]

Originally Posted by kwingy

I agree with this. Pay the £180 - get it back perfect and just move on. Life is too short.

Agreed… surely the AD will just be a middle man and relaying what RSC say. Sending back to RSC under a different AD won’t yield different results as it’ll be logged to the serial of the watch.

Buying the wife a new watch for a relationship at a new AD is far more expensive than the £180.

[Andad]

Not easy for some but under my microscope at x100 it woud take a minute to confirm whether the issue was on top of the cyclop or on the surface of the crystal under the cyclop?

If under = warranty issue.
If above = no warranty.



It is easy to scuff the top of a cyclop just by touching a concrete wall.

[S7gpt]

picture looks like an adhesive issue to me, from a principal point of view I would expect Rolex to put right at no charge.

[HiBoost]

Originally Posted by Gary G

I just can’t believe RSC said it’s “scratched”, because it’s not, it’s the AR coating under the cyclops that’s failed, pretty sure I’ve seen it before on this very forum.

If the mark is under the crystal then shouldn't its position appear to change as you move your eye side to side? Just like the date itself does not stay centered in the cyclops from all viewing angles, i.e. the parallax effect. If the mark is truly on the top of the cyclops (the only part you could have reasonably scratched) then it should be really obvious if you are looking at the cyclops from the side.

Can you have them produce such photos (I'm assuming they still have your watch so you cannot investigate yourself) to prove the mark is on the outside surface?

[Harry-57]

Originally Posted by Andad

If under = warranty issue.
If above = no warranty.

This.

I'd take it to West Malling. Even if you can't agree on the cause, £180 is a relatively trivial amount. I wouldn't burn an AD for this although they would be left in no doubt that I wasn't happy.

[arcampado]

As others have posted, pay the £180 and be done with it (and have another beer)

[123Blueface]

Rolex recently wanted to charge me for a defective crown claiming I struck it with something.
I sent it in via AD as you did.
Not AD’s fault in any way.
I asked AD to contact Rolex and provide me with the photos they took of watch when they received it. Rolex ended up honoring crown under warranty.
Ask them to provide you their close up photos and evidence of why they claim damage is on exterior.
Remember, you sent it in through AD so AD is actual customer, not you.

[Nairn1980]

Originally Posted by kwingy

I agree with this. Pay the £180 - get it back perfect and just move on. Life is too short.

This

[JSolution]

I think you are lucky - I couldn’t get a crystal replacement without also paying for a full service. It’s pennies just get it sorted if it bothers you or leave it

[Game Hunter]

Unfortunately its a classic case of picking your battles. The emotional energy that this could consume likely outweighs the fee. The lasting you want is to end up disliking the watch through this negative association.

[Zsprings]

Originally Posted by OrangeSport

I would go over to the RSC in Kent and talk it over with a technician there. They obviously think it’s a scratch, you don’t.

Face to face with the watch there is always the easiest way.

BTW where did the AD send it? Kent or London?

Yes, that's what I would do, a 50min drive down to RSC in Kent from London.

[1William]

Originally Posted by Zsprings

Yes, that's what I would do, a 50min drive down to RSC in Kent from London.

This is the response I would have if I was that close to a RSC. WoS did not send the watch to Rolex. They have an Authorized Service Center and a parts account so it came from in-house would be my estimation. They may just be playing with words when saying the Service Center said this or that. If Rolex will take the watch at the RSC I would leave it and not deal with WoS. Bring your warranty card and receipt, if you have it. I would believe that this is a warranty issue. Good luck and keep us posted.

[CharlesN]

Originally Posted by Gary G

Hey guys, forgive the rant, it’s fresh and I’ve had a beer or 3.

NO forgivness .... We were not offered a beer to join you.

Originally Posted by Gary G

I just can’t believe RSC said it’s “scratched”,

I have blown up the picture,

I can see straight lines and circled.

I have to admit they do look like scratches. They could easily be from something as silly as a shirt button or similar or a desk if you rest your wrists on a desk whilst working.

Because of the circular swirls I dont think its the glue or AR coating.

Of course I say that without seeing the actual watch so I and everybody here can not be sure what its looking as awful as it does.

Go to your local AD, Borrow his loupe (A powerful one) and in good lighting take a look .... You will probably know for sure immediately then.

[Harry-57]

Originally Posted by 1William

WoS did not send the watch to Rolex. They have an Authorized Service Center and a parts account so it came from in-house would be my estimation.

That's the problem. It should go to St James Square or West Malling.

My AD is also accredited to do servicing and warranty work up to a point, and has a parts account. I cannot foresee a situation where my AD would pull a "blame the victim" move if the AR or cyclops glue had broken up on a 2 year old watch.

It wouldn't even get as far as their technician, it's obvious if that's a scratch or not, a finger nail and a loupe proves or disproves it. But if I was ever in a situation where I disagreed with their findings I would send in to the RSC. Actually I'd take it. It's an 8 hour round trip but I can take a day off to do it.

[JSolution]

Originally Posted by Harry-57

That's the problem. It should go to St James Square or West Malling.

My AD is also accredited to do servicing and warranty work up to a point, and has a parts account. I cannot foresee a situation where my AD would pull a "blame the victim" move if the AR or cyclops glue had broken up on a 2 year old watch.

It wouldn't even get as far as their technician, it's obvious if that's a scratch or not, a finger nail and a loupe proves or disproves it. But if I was ever in a situation where I disagreed with their findings I would send in to the RSC. Actually I'd take it. It's an 8 hour round trip but I can take a day off to do it.

Hmmm an 8 hour round trip would cost you more in fuel than just paying the replacement fee. Seems silly to me. No offence intended :)

[brandrea]

Originally Posted by OrangeSport

I would go over to the RSC in Kent and talk it over with a technician there. They obviously think it’s a scratch, you don’t.

Face to face with the watch there is always the easiest way.

BTW where did the AD send it? Kent or London?

This

I fail to understand how when you bought the watch it was all good, and then it develops a scratch under the cyclops a year later …