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-   -   RSC damaged my watch rehaut (https://www.rolexforums.com/showthread.php?t=971306)

Director EDTF 15 January 2025 05:09 AM

Wow! That is awful! I would definitely be bothered by those scratches!!:banghead::banghead:

Duke Nukem 15 January 2025 05:15 AM

Was the service performed on-site at the AD? Or was it sent off to one of the official RSCs in the UK?

0nly5iv3Digits 15 January 2025 05:54 AM

Wow. I can only imagine how bad that must look in direct sunlight :thumbsdow

psifox 15 January 2025 06:29 AM

They really did you bad, that’s unacceptable. You should take it back to them.

S.Explorer 15 January 2025 06:44 AM

That's really poor, hope it gets fixed to your satisfaction. Was it RSC King's Hill?

Zach69SS 15 January 2025 06:53 AM

Unbelievable! I would be very upset at RSC not the AD. The good thing is RSC will make it right whatever it takes. That is a bad spot to fix hopefully the scratches are not deep.

123Blueface 15 January 2025 07:25 AM

Unacceptable. Needs to go back and replaced.

dukie748 15 January 2025 09:15 AM

Oof, that's pretty bad - I highly suspect that the watchmaker was fully aware of the damage done before sending it back - it's pretty obvious, even without a loupe. It does make you question the overall level of quality control.

As others have said, at least it isn't damage they can accuse you of.

Bxtek 15 January 2025 09:28 AM

Wow, those look like a couple of hard scratches. Gouges I would even say! Definitely not acceptable. I hope they make it right for you.

Harry-57 15 January 2025 09:55 AM

Bloody hell!

Was that West Malling or St James?

I'll be interested about the outcome.

racerx 15 January 2025 10:49 AM

I once sent a Blancpain Bathyscaphe in for warranty service and the Swatch group decided it would be a good idea to also refresh the case. They absolutely ruined the case and sent it back to me. When I received it saw how bad it looked I called, they looked up the photos they took when they received it and offered to replace the entire case, which they did. It was sold when returned.

cvo 15 January 2025 11:19 AM

I am certain the RC will make it right - looking forward to a positive outcome.

Jets_fan44 15 January 2025 09:56 PM

Omg, that’s insane

Fabz 16 January 2025 01:48 AM

So I went to the AD today. The watch is going back to the RSC where they’ll either polish the scratches and re-engrave the rehaut, or change the mid case. The AD believes they’ll change the mid case as the scratches are too deep.

Also, I was told that the engraving in my rehaut are hollow, whereas Rolex is now using a sandblast finish for the rehaut engravings, so they might not be able to re-engrave the two affected letters in the same finish as all other letters. I asked, but I wasn’t told which RSC worked on my watch and whether it’s going back to the same one.

Harry-57 16 January 2025 04:04 AM

All the best with it.

ErichKeane 16 January 2025 05:00 AM

Thats a rough amount of damage, and I'm amazed it happened. I'm always tentative to use an RSC (or any official service center), as it seems to me to be the same thing as when you take your car to the dealership for work: You're going to get whatever person they assign to you, which might range from great to 'meh' to newbie, with no ability to choose.

Small shops, both for watchmaking and for cars, you can get a good feel for the ONE guy working on your thing, and know how much pride he is going to take in his work/etc. The RSC/dealerships are often too much of a 'black box' in that regard for me.

Good luck getting it fixed though! The one benefit to the RSC is you at least know that once they acknowledge the mistake, they have the whole company behind them to 'fix' it for you.

jsw7 16 January 2025 05:19 AM

If they change the mid case then you’re end up with a service case with a new serial and paperwork won’t match up.
RSC damaged the case on my YM40 during a warranty repair and sent it back damaged. Long story short it’s been back to them a few times since to try to resolve but ended up with Geneva making a new case with matching serial.

Quote:

Originally Posted by Fabz (Post 13514901)
So I went to the AD today. The watch is going back to the RSC where they’ll either polish the scratches and re-engrave the rehaut, or change the mid case. The AD believes they’ll change the mid case as the scratches are too deep.

Also, I was told that the engraving in my rehaut are hollow, whereas Rolex is now using a sandblast finish for the rehaut engravings, so they might not be able to re-engrave the two affected letters in the same finish as all other letters. I asked, but I wasn’t told which RSC worked on my watch and whether it’s going back to the same one.


Duke Nukem 16 January 2025 05:43 AM

Quote:

Originally Posted by jsw7 (Post 13515142)
If they change the mid case then you’re end up with a service case with a new serial and paperwork won’t match up.
RSC damaged the case on my YM40 during a warranty repair and sent it back damaged. Long story short it’s been back to them a few times since to try to resolve but ended up with Geneva making a new case with matching serial.

So many doubters on here last week posted that Geneva wouldn't do such a thing.

I told them it's indeed possible but needs to reach the highest levels within the service division for approval. Thanks for chiming in.

jsw7 16 January 2025 05:55 AM

Correct, it is possible just not done easily or lightly.
Yes I had to have a call with the local RSC customer service manager and a counter part from Geneva to run through options to make it possible.

Quote:

Originally Posted by Duke Nukem (Post 13515165)
So many doubters on here last week posted that Geneva wouldn't do such a thing.

I told them it's indeed possible but needs to reach the highest levels within the service division for approval. Thanks for chiming in.


Fabz 16 January 2025 06:04 AM

Quote:

Originally Posted by jsw7 (Post 13515142)
If they change the mid case then you’re end up with a service case with a new serial and paperwork won’t match up.
RSC damaged the case on my YM40 during a warranty repair and sent it back damaged. Long story short it’s been back to them a few times since to try to resolve but ended up with Geneva making a new case with matching serial.

Thanks for the heads up. I asked them exactly the same questions today, if I’d get a new serial number for the service case and, in this “case”, new papers because I’d otherwise have unmatching papers and serial number. The guy at the AD didn’t seem to have an answer for me

Maleg 16 January 2025 06:21 AM

Quote:

Originally Posted by Fabz (Post 13515201)
Thanks for the heads up. I asked them exactly the same questions today, if I’d get a new serial number for the service case and, in this “case”, new papers because I’d otherwise have unmatching papers and serial number. The guy at the AD didn’t seem to have an answer for me

Yours is a rare case in context of the AD. They likely have no more experience than you. Escalating your case through the RSC customer service is the best chance of obtaining the resolution you desire. The AD can set you up with the RSC that will make the repair decisions. I wouldn't use the AD as a middle man. They'll just muck up the process.

jsw7 16 January 2025 06:29 AM

Quote:

Originally Posted by Maleg (Post 13515229)
Yours is a rare case in context of the AD. They likely have no more experience than you. Escalating your case through the RSC customer service is the best chance of obtaining the resolution you desire. The AD can set you up with the RSC that will make the repair decisions. I wouldn't use the AD as a middle man. They'll just muck up the process.

Completely agree with this, you need to deal with RSC directly.

jsw7 16 January 2025 06:30 AM

Quote:

Originally Posted by Fabz (Post 13515201)
Thanks for the heads up. I asked them exactly the same questions today, if I’d get a new serial number for the service case and, in this “case”, new papers because I’d otherwise have unmatching papers and serial number. The guy at the AD didn’t seem to have an answer for me

No you won’t get new papers. You’re get a service receipt showing the swap but you’re original papers will no longer match and they won’t issue new ones.

gerry100 16 January 2025 06:40 AM

Location of the scratches is bothersome.

Looks like a tool slipped, I'd be concerned about collateral damage that cant be seen.

RSC should make the whole watch right

inadeje 16 January 2025 01:25 PM

I highly doubt that any Rolex Service Center (RSC) anywhere in the world has the tooling necessary to remachine the rehaut and then re-engrave the anti-counterfeit markings and serial number. Because of that, I’d bet they’re going to offer you a new watch case. It’ll either be specially fabricated in Switzerland to match your original serial or a replacement case with an entirely new serial number.

Harry-57 16 January 2025 06:37 PM

Quote:

Originally Posted by Fabz (Post 13515201)
Thanks for the heads up. I asked them exactly the same questions today, if I’d get a new serial number for the service case and, in this “case”, new papers because I’d otherwise have unmatching papers and serial number. The guy at the AD didn’t seem to have an answer for me

If the serial number changes you'll have paperwork to explain it.

THC 16 January 2025 09:09 PM

Please update after new servicing

Good Luck

ROLEX MAN 16 January 2025 10:16 PM

Sorry I wouldn’t put up with that!

Whatever they can do to fix it will not erase it from from your memory.:crying:

1William 17 January 2025 12:13 AM

I hope it can be resolved satisfactorily. Please keep us posted.

ErichKeane 17 January 2025 12:30 AM

Not that I'd SELL a watch, but if I saw a 'change of serial number' paperwork on a watch I was going to be buying, I'd be quite suspicious and less likely to buy.

Its different enough/weird enough/etc, that I suspect it would reduce the value of the watch in the future.


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