Rolex fluted bezel damaged.

[PC-CambridgeUK]

My recent experience with Mappin & Webb (part of Watches of Switzerland) is that they are now just another chain store jeweller resting on the long faded laurels of "Royal Appointment" and the so called waiting lists for Rolex.

They recently returned my 26mm datejust Steel/Gold with a badly over-polished bezel, despite my specific requests NOT to polish the bezel. They responded to my complaint by saying that the bezel is NOT removed when refreshing the case and that the buffing wheel may have touched the bezel.

They denied that I had given then instructions regarding the bezel. Lacklustre staff and spineless management appear to be more comfortable in maligning the complaints of a longstanding customer than challenging their own staff to give a true and proper account of the instructions given to them when placing our Rolex for a service costing £670 with the Cambridge branch. I would now avoid them and advise others to do the same.

Regarding the waiting list myth, certain stores remain useful to Rolex lovers in that they are able to reduce waiting lists for new Rolex's and sell them at list price provided you know how and who to ask.

Edit

[jimcameron]

Excellent first post.

Thanks for the heads up on "the waiting list myth".

[watchmaker]

Originally Posted by PC-CambridgeUK

…They responded to my complaint by saying that the bezel is NOT removed when refreshing the case and that the buffing wheel may have touched the bezel.

This is completely false.

[PC-CambridgeUK]

They appear to be unconcerned with this. I am well aware that Rolex would never polish a case with the bezel in place. Mappin & Webb say their Rolex approved watchmaker always does. As for waiting lists, jumping the queue needs only a modest brown envelope in at least one store......

[lennywilkins]

Originally Posted by PC-CambridgeUK

They appear to be unconcerned with this. I am well aware that Rolex would never polish a case with the bezel in place. Mappin & Webb say their Rolex approved watchmaker always does. As for waiting lists, jumping the queue needs only a modest brown envelope in at least one store......

Your watch will have been serviced by the new Watches of Switzerland place in Manchester. They've botched the polish of the bezel - escalate your complaint to Rolex themselves.