When your AD calls and says,"I have some bad news & some good news

[BlondesNwatches]

I would be extremely unhappy this happened.

[hutch300]

I'd say please do not polish the case and thank you for the free service. That way we both walk away unhappy.

[CarlOver]

Local AD serviced this in house with Rolex watchmaker or was it sent to RSC?

[shaunylw]

I had a 16570 that i asked RSC not to polish, they did anyway. I dumped it after that. Wasn’t for me. I would be pissed, and not paying for that service.


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[GotRolex]

They only have one job and they screwed it up


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[garyk]

Originally Posted by VTM

Last week I dropped my rose gold President off to my local AD for a service. I specified that I did not want my watch polished so at the bottom of the work order it is written, "DO NOT POLISH OR REFINISH"

I received a call today from my AD that starts with, "I have some bad news and some good news. Your bracelet was polished but the good news is we will polish the body and give you a $200 discount."

My response was "I need to think about it."

I always felt, and have always been told, polishing a Rolex devalues it, plus I wear my watches so any aesthetic enhancement is only good for a period of time before the watch looks like it did when I brought it in.

Appreciate opinions on this. Am I overreacting ? Is, as I believe, polishing the watch a big deal and if so what should I do?

Seriously, if you think about it, we are all just visiting this planet. We are enjoying these watches but they eventually will go to someone else no matter what. How important is that value you talk about really? I like that my watches come back from RSC looking fresh again. That’s just me…

[stevestil]

Where’s the good news?


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[JarheadJim]

If I were the AD, I would offer the service free of charge after this mistake and throw some type of small perk in there for you. (Some type of Rolex swag, etc) I would want to preserve the relationship with you, my customer.

[rom33]

Hi Van,

Yesterday I visited an AD and the sales rep was wearing a rose gold Daytona. I asked him about buying such a watch for myself. He told me his watch was 10 years old during which time it had developed "patina".

He placed a brand new rose gold Daytona on the counter so we could compare the color. I liked his 10 year old, never polished rose gold watch more than the new rose gold Daytona. The older watch displayed a darker less bright color.

No way I would want a polish. Please ask for an "adjustment" of the bill.

[leo1998]

I'd tell them not to polish the case as it will ruin the bezel, they eat the cost of service, and express interest in a very desirable piece hinting this will make things right.

A sales associate at AD scratched up my 2 days old gold submariner when resizing it then lied about it when I brought this up to him. Scratches all over the bracelet, clasp, caseback, and screw heads chewed up. They offered refinishing I declined and asked for a replacement watch. They replaced the watch and made things right. Ask for what will make things right for you. They should do what they can to keep you as a customer.

[123Blueface]

Only on TRF are people so consumed with not polishing a watch.
The rest of the world sends it in for service after 10 years or so, perhaps longer, has it polished shiny and new and enjoys the look of a new watch again.
I’m with the rest of the world.

[Pimpsy]

Originally Posted by 123Blueface

Only on TRF are people so consumed with not polishing a watch.
The rest of the world sends it in for service after 10 years or so, perhaps longer, has it polished shiny and new and enjoys the look of a new watch again.
I’m with the rest of the world.

Same. The obsession with not polishing is a bit over the top although it's true that over polishing is also bad.

In any case, the deed is done. At this point, I would let them polish the case but specify that I don't want the bezel rounded because that does negatively affect the look. Then compare it to a new bezel upon receipt and request to have it replaced if it doesn't look right.

[csaltphoto]

Originally Posted by 123Blueface

Only on TRF are people so consumed with not polishing a watch.
The rest of the world sends it in for service after 10 years or so, perhaps longer, has it polished shiny and new and enjoys the look of a new watch again.
I’m with the rest of the world.

It's not the polishing so much as it was ignoring an explicit request on the part of the customer, something the customer feels strongly about.

[cbalster]

I like Kern's, they are very gracious folks.

[macluven]

Originally Posted by stark1

What's done is done. I'd polish the case to match the bracelet, and I'd take the $200 graciously. The AD might know that their offer isn't enough and might make this up in other ways. So I would show interest in a reference that might not be the easiest to get, then see what happens.

I would do exactly this.

Ignoring explicit instructions is inexcusable. Unfortunately, what's done is done. I wouldn't polish the case. The bracelet will match the case soon enough with wear. I would definitely ask to receive the next <insert desired Rolex model here> when they get one in.

[Cambo]

While the service center should have adhered to your non-polish request, I would argue that a polishing does not necessarily diminish a watch’s value, especially if it is professionally done. Poorly or overpolished watches values may be impacted though.
IMHO I like my Day Dates polished and looking new.

[Chiboy]

Originally Posted by GotRolex

They only have one job and they screwed it up

Actually, they only had one job and they did two jobs!

[njlam]

I would be really pissed.

Fortunately is was just the bracelet and not the bezel or body.

I would decline the additional polishing and ask not to be charged for the overall service.

Regardless of what they do, the damage has been done and nothing can reverse what they did. Look forward and ask for a watch you want and tell them all is forgiven if you don't have to wait.

[jrs146]

Here are my thoughts:
First, clearly the AD should follow and honor your request to NOT polish the watch. That is absolutely a mistake and there is no excuse for that.

That being said, a light, well done, bracelet polish should have absolutely no negative impact on your bracelet. When done well, it will simply look new again. The amount of material removed is insignificant. Again, assuming it's done well... I wouldn't think another second about it and just move on.

As for polishing the case.... If I trusted that the AD was competent enough to do a proper polishing, I would go ahead and have the case polished also, since the bracelet already has been. I think the watch community has gone way too far to condemn a proper, well done, watch polishing. Especially for a case like that, which should have very little risk of chamfers or bevels getting worn down. At the end you will have a like-new watch and can go about wearing it again.

Even if you decide not to polish the case, I wouldn't worry about the bracelet polishing. Life is way too short!

[Bambooshoot]

Ask to be next on the list for a Panda...

[RolexBuckeye]

This!

Originally Posted by hutch300

I'd say please do not polish the case and thank you for the free service. That way we both walk away unhappy.

[Cambo]

Originally Posted by njlam

I would be really pissed.

Fortunately is was just the bracelet and not the bezel or body.

I would decline the additional polishing and ask not to be charged for the overall service.

Regardless of what they do, the damage has been done and nothing can reverse what they did. Look forward and ask for a watch you want and tell them all is forgiven if you don't have to wait.

“Damage”???
Granted, they polished the bracelet when asked not to but all this “woe is me damage is done” is a bit theatrical. How about the OP show us the “damage”. I’m pretty happy with all my pieces when they come back from service polished. I’m equally fine with the many “love scratches” my watches have accrued at my own hand.
I would challenge most people that believe their scuffed up, weathered, scratched watch is worth more (resale) than a well-serviced, properly polished watch of similar provenance. I’m talking relatively newer models, not “Newmans”

[Cambo]

Originally Posted by stark1

What's done is done. I'd polish the case to match the bracelet, and I'd take the $200 graciously. The AD might know that their offer isn't enough and might make this up in other ways. So I would show interest in a reference that might not be the easiest to get, then see what happens.

[fozzyf18]

Originally Posted by stark1

What's done is done. I'd polish the case to match the bracelet, and I'd take the $200 graciously. The AD might know that their offer isn't enough and might make this up in other ways. So I would show interest in a reference that might not be the easiest to get, then see what happens.

As several others have quoted, I will as well, because I think this is the way to proceed. Mistakes happen, grousing about it is not going to unpolish the bracelet.

We trust the AD to be the middle-man frequently. Sometimes whoever performs the service gets it wrong and missed the note on the service slip. If I’m reading this situation correctly, the AD didn’t screw up but they are owning it.

I wouldn’t consider your watch devalued. If it really really bothers you, have them polish the case, then list the watch for sale as newly serviced and move on, and perhaps request a new replacement from the same AD.

[sambb]

i would thank them, ask for a little more discount, and move onwards in life

[cwilson13]

Disregarding instructions would have upset me too. Mistakes happen. I would be willing to work with them on a proper resolution.

Having the gall to tell a customer they are doing you a ‘favor’ by offering a small discount on the same service you explicitly requested they not perform. Really? Sorry, but that would have sent me over the edge. I would be gunning for bear on principle.

[jb335]

Originally Posted by sambb

i would thank them, ask for a little more discount, and move onwards in life

As someone that has no issue with pushing for concessions (in a respectful manner when possible) I tend to agree with this statement. I'd be more upset if they had touched up the case.

Ask for a bigger discount and just move on in life.

[Hkspwrsche]

Originally Posted by omar-rye

For those who think they’re charging him extra to polish the case but giving him a $200 discount for that, I don’t believe that’s the situation. They’re giving him a $200 discount on the service cost for their mistake.

I would simply take the watch back without polishing the case. Don’t try to fix one wrong with another, if that makes sense. It’s very hard to mess up a bracelet polish, but there’s a risk of getting back an over polished case. The bracelet will naturally age in a short while and will match the wear of the case again.

Good plan!

[ppierce]

I would be SUPER pissed and honestly no charge is where they should start. They should bump u up on whatever list you want and you should be first in line for whatever Rolex you fancy. Obviously i'm not asking for a free watch but a bump to the top of whatever list they have would be the ask for me.

[worldfamoussam]

Originally Posted by stark1

What's done is done. I'd polish the case to match the bracelet, and I'd take the $200 graciously. The AD might know that their offer isn't enough and might make this up in other ways. So I would show interest in a reference that might not be the easiest to get, then see what happens.

Playing the long game!