Dealer scratched my watch while removing a link

[dannyp]

Originally Posted by LeftieUSA

I spoke with store manager and they told me they have very strict policies on sizing watxhes especially Rolex. Rolex provides them with a special tools including a heating machine the loosen adhesive used to secure the screws this prevents any force needed when using screwdrivers to loosen screws in links. They also use a Rolex pad under the watch etc. Asked me if I have a copy of warranty card and he’ll reach out to Rolex and see what they say.


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A better policy would be only allowing the watchmaker to do them, since s/he wouldn’t need a policy to know how to use those tools.

Was this the manager at the purchase location or sizing location?

[Merlin69]

Incredible... Hope you will get news soon from the store manager.

[EEpro]

Originally Posted by cerbom

That s kinda funny. So they have all this stuff and they still damaged the watch. Now they want to see what Rolex says about their carelessness. I don t have much confidence here but good luck.

Omega boutique gave me the same speech. "We use only proper Swiss Bergeon tools" and I interrupted "you blew the spring bars through the lugs so how does that matter?"

I let my guard down just once more and it happened again. I had already vowed to never allow anyone to size my watches. Shame on me. This was a bracelet swap.

[samuel019]

OMG Brother that is a terrible job.

I never let the A D size my watches BUT in this day and age with sticker removing and sizing etc etc etc I get it.

I tell my A D when I get the opportunity, not often lol, I will size it when I get home.

Just spend a $100 bucks or so and get the proper screwdriver and some springbar pliers. Not that you need necessarily the springbar pliers but watches with the easy link it comes in handy. Just some basic overall tools is my point. Once you get over the nerve of doing it once you will do 1000 times. Nothing to it after the first time.


I'm sure with the right tools even with one hand covering one eye standing on one leg you can do a better job then that hack job.

[911991]

Originally Posted by Driver8

Yes it looks like they adhered to those “strict policies” VERY well.

I agree, what he should say is I will swap the bracelet out from another watch and sorry for the mishap... Then he can wait on RSC.

He is probably hoping that you will give up and go away...

[911991]

you should also get their admitting to fault and damage to your watch in writing.

[Annan]

Originally Posted by LeftieUSA

I spoke with store manager and they told me they have very strict policies on sizing watxhes especially Rolex. Rolex provides them with a special tools including a heating machine the loosen adhesive used to secure the screws this prevents any force needed when using screwdrivers to loosen screws in links. They also use a Rolex pad under the watch etc. Asked me if I have a copy of warranty card and he’ll reach out to Rolex and see what they say.


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Well......having the special tools is only half. The other half is knowing how to correctly use the special tools.

Not sure why they need your warranty card and what that has to do with anything. I'm also not sure why they have to contact Rolex to see what they have to say.

[whiskyrolex]

Originally Posted by dannyp

Are you sure that’s the case? First of all, even though a different location is the same merchant from their perspective, no? At the very least a potential chargeback for cost of new bracelet might be possible. But even if it’s viewed as third party, I’m not sure that matters. I’ll give you an example:

A decade ago I had someone smash a window in my car when parking on a San Francisco street. Paid for repair on Amex. A week later, another break-in... same window! Called Amex, told them that I’d used my card to pay for replacement window for my car a week earlier and now the window was shattered. Speculated it was done by a thief but couldn’t say as it was overnight. The rep was skeptical but ultimately covered without incident.

Fom the Amex terms:

NOT COVERED
D. damage to, losing or theft while property is under the temporary care and control of a third party, including common carrier.

The key difference is you did not hand your car over willingly to the vandals.

I do agree with you in that that Amex is typically very good about these things and it is the reason I put all of my expensive purchases on one of their cards with premium purchase protection.

[HiBoost]

Originally Posted by EEpro

Wow. I do my own stunts for this reason.

That's very unprofessional.

No doubt, need to hang on to this link for the next time I see someone getting berated for sizing their own bracelet. I mean honestly, has any owner ever scratched up their watch worse than this??

Such a shame OP. And how disgusting of a market this has become that, as another user commented above, you'd have to think twice about complaining about such a thing for fear of shooting yourself in the future foot trying to get another watch.

[Driver8]

Originally Posted by Annan

Well......having the special tools is only half. The other half is knowing how to correctly use the special tools.

Not sure why they need your warranty card and what that has to do with anything. I'm also not sure why they have to contact Rolex to see what they have to say.

Exactly. What is there to discuss with Rolex? Surely it's a simple case of a cack-handed and/or untrained SA showing their complete incompetence with a screwdriver. The AD just needs to step up, take responsibility and sort it out, either by getting RSC to fix it, or replacing the damage parts.... all free of charge.

I've had something similar on two occasions myself. The first time, an AD scratched the underside of the lugs on my brand new Breitling Navitimer as I wanted a croco strap instead of calf leather. I had them send it to Breitling for a re-polish of the lugs (free of charge). The second time, IWC scratched the bezel on my brand new Big Pilot while it was in for a regulation. I sent it straight back, and they re-polished it (again free of charge), called me from Switzerland to apologise in person, AND sent me an IWC branded Swiss Kubik watch-winder.

In both cases (and especially in the case of IWC) the CS was top notch, so let's hope the OP's AD steps up and does the right thing.

[cerbom]

To the OP er, Not your fault at all but try not to let this take the joy out of life, it s not right, but put in lifes perspective this is minor. I am sympathetic as I am the same way with cars. Then when you give something over for repair and you say, "this item is unscratched and I d like it back the same way" you are a PITA, LOL.

[whiskyrolex]

Originally Posted by cerbom

That s kinda funny. So they have all this stuff and they still damaged the watch. Now they want to see what Rolex says about their carelessness. I don t have much confidence here but good luck.

I can guess what they will say:

Rolex guarantee excludes normal wear-and-tear (notably the wear-and-tear of non-metal bracelets and straps), loss, theft, or damage due to misuse.

[Frank McKay]

How can they possibly be that careless handling the watch? who ever is responsible should not be handling watches any longer.

[Gab27]

Originally Posted by cerbom

That s kinda funny. So they have all this stuff and they still damaged the watch. Now they want to see what Rolex says about their carelessness. I don t have much confidence here but good luck.

That's how I interpret that response. Very boilerplate language that intentionally avoids accepting any responsibility or committing to any form of solution.

OP, you might want to see how much Rolliworks or LAWW would charge to fix this...

[M45]

Originally Posted by LeftieUSA

I spoke with store manager and they told me they have very strict policies on sizing watxhes especially Rolex. Rolex provides them with a special tools including a heating machine the loosen adhesive used to secure the screws this prevents any force needed when using screwdrivers to loosen screws in links. They also use a Rolex pad under the watch etc. Asked me if I have a copy of warranty card and he’ll reach out to Rolex and see what they say.


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“We only use genuine Porsche parts and Porsche trained technicians.”

*drops car off of lift*

[dannyp]

Originally Posted by whiskyrolex

Fom the Amex terms:

NOT COVERED
D. damage to, losing or theft while property is under the temporary care and control of a third party, including common carrier.

The key difference is you did not hand your car over willingly to the vandals.

I do agree with you in that that Amex is typically very good about these things and it is the reason I put all of my expensive purchases on one of their cards with premium purchase protection.

Ah, makes sense. Well, if Amex (or whatever card OP charged to) views LBG as a single "merchant" then a chargeback for the MSRP of a new bracelet (scratched link looks permanent) is another option.

[Casotakar]

Damn, that would irritate anyone, sorry to see. I agree, scratches should be put there on your own accord, not a dealer doing a simple fix. The response from the manager sounds like they are now back peddling a bit.

As others said, bergeon 7825 + horofix screw driver + thin yellow scotch tape + your labor = hassle free and fun watch tinkering.


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[Oyster_Jubilee]

Sorry to hear about this. It is a bad look for Rolex let alone the dealer. Such a shame on so many levels.

[Joearch]

Of course they did. Hate to have them touch my watch unless they have a watch maker.

[hambone1983]

I would have been more angered by this hack trying to get away with gouging your bracelet and then making unprofessional comments. I think I would have said since you have to expect nincompoops to vandalize your property why don't you tell me which car outside is yours. And then I would've ratted her out to her boss.

[hambone1983]

was this woman a watchmaker or just jewelry peddler?

[Bizcut1]

If they don't come through only one thing to do.

Shame them on social media. Facebook. Instagram. Yelp. Google (especially).

F-'em - that woman's comment was horrible.

Ben

[Bozack90]

Originally Posted by whiskyrolex

Any AD worth their salt should have a watchmaker handling these things. I can tell you for sure no sales rep would be sizing any watch at my local AD.

I think it depends on the dealer, of all the ones I have been to none have had an on site watchmaker

for repair work they sent everything out

Bracelet sizing is all handled by the sales associates or managers

The one time I had a watch sized and it was scratched they had a guy in the back who was dedicated to performing bracelet resizing and intaking watches they shipped off for service but that was basically another retail associate

I am hoping with the new boutique in the city open they have some actual on site watchmakers

[ap1]

That is horrible and I’d blow a gasket

[BNA/LION]

That's Not Right! I hope they take responsibility and repair it at the very least.

[Galaga167]

Originally Posted by dannyp

Oh. In that case, I'd be asking for a whole new bracelet.

Ask for a new bracelet not just a new clasp.

[dukie748]

Totally unacceptable on a $100 watch, let alone a high value timepiece.

[eddiemonster]

I'm sorry to add to your frustration, but OMG that is terrible! He/she even mangled the screw heads! I have sized numerous late model Rolexes and whatever Loc-Tite that might be used is not that difficult to break with a precision screwdriver. I just recently sized my own solid 18K piece (a first for me) and while I was nervous as it's a softer than SS, I left zero blemishes. You just need a quality screwdriver and for good measure, scotch tape.

DOYFvPcQScC9GNVS+yAsRA by tm3machine, on Flickr

[Andad]

Is that screw a bit second hand already?

[Rashid.bk]

Originally Posted by Driver8

Wow, that's just terrible. And what an appalling response from the woman as well!

This is exactly why I invested long ago in a set of Horofix screwdrivers, some electrical tape for protection from slips, and a bottle of Loctite 222.

Yeap, and I would also get a case and bracelet holder. Makes sizing and changes a breeze.