Issues with service/polish

[racxcoon]

I got my watch back from service today and asked for a polish. I got to the boutique as it was closing. I noticed a mark on the case that wasn’t there before and the SA said it was probably there because the service center didn’t want to over polish the watch. They were closing so I didn’t want to keep them so I just left. When I went home I looked a pictures of the watch before it was sent and the scratch/ding wasn’t there before. I also noticed that the bezel now has a ding on it that wasn’t there before either. What should I do? I don’t want them to polish the watch so much that it loses its shape but those dings were definitely not caused by me nor were they there before it was sent in.

[racxcoon]

Not the best pictures but it’s definitely quite noticeable in person.

[value.target]

I am sorry this happened to your watch. It certainly did happen to my when I sent in for service!

[winst]

Originally Posted by value.target

I am sorry this happened to your watch. It certainly did happen to my when I sent in for service!

Sorry to hear you experienced a problem as well.

[Armis]

Originally Posted by racxcoon

I got my watch back from service today and asked for a polish. I got to the boutique as it was closing. I noticed a mark on the case that wasn’t there before and the SA said it was probably there because the service center didn’t want to over polish the watch. They were closing so I didn’t want to keep them so I just left. When I went home I looked a pictures of the watch before it was sent and the scratch/ding wasn’t there before. I also noticed that the bezel now has a ding on it that wasn’t there before either. What should I do? I don’t want them to polish the watch so much that it loses its shape but those dings were definitely not caused by me nor were they there before it was sent in.

To say this is frustrating is an understatement, and I’m sorry to see this happen. It’s good you have the pictures, so certainly you should go back to your SA with those, which they can’t refute. The question then becomes what can they do about it, to which I would primarily want to know if at least the bezel can be replaced. As far as polishing or other techniques they have to restore to original, others here may know better.

[Halothane]

Was it sent to the AP service center for the polish?


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[In-N-Out]

Went to Clearwater? This looks like mishandling, but I wonder if the service center was impacted by the hurricane.

[racxcoon]

Originally Posted by In-N-Out

Went to Clearwater? This looks like mishandling, but I wonder if the service center was impacted by the hurricane.

Yes, it came back from Clearwater.

[construda]

Good lord sorry to see that

[Halothane]

Originally Posted by racxcoon

Yes, it came back from Clearwater.

I visited the AP service center back in the day. If I recall correctly they photograph every watch that comes in for repair. They should have images showing if these marks were there prior. If the marks were not there prior, they should make things right.

That said, it is APNA, and in my opinion they do not give a hoot about making things right or treating customers respectfully. You should call AP Clearwater and speak to them.

[AEV]

This is not nice at all. Sorry to hear that.
This is why I am also hesitating to send my Code for service.
I already have bad experience with Rolex.

[robertengel]

There is an intake video taken of every watch before it's sent to the service center I think. They can review that and confirm that this happened while they were in possession of the watch and will fix it. Happened to me my SA had my bezel replaced for them messing up one of the hex bolt slots, this may be just a slight polish on the bezel.

[J.T.]

AP will make it right if it was their error. I speak from experience

[Henrimontgomery]

Originally Posted by robertengel

There is an intake video taken of every watch before it's sent to the service center I think. They can review that and confirm that this happened while they were in possession of the watch and will fix it. Happened to me my SA had my bezel replaced for them messing up one of the hex bolt slots, this may be just a slight polish on the bezel.

I’ve seen the video firsthand during a dispute. It’s not helpful unfortunately in some instances. Though if I was OP I’d ask to see it.