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?

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

Dealer scratched my watch while removing a link
 

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.

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.

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...

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

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.

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.

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.

Exactly. What is there to discuss with Rolex? :thinking: 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. :thumbsup:

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.

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.

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

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...

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

*drops car off of lift*

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.

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

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

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.

was this woman a watchmaker or just jewelry peddler?

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

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

That is horrible and I’d blow a gasket

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

[emoji817]

Ask for a new bracelet not just a new clasp.

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

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.

https://live.staticflickr.com/65535/...4915b4d8_c.jpgDOYFvPcQScC9GNVS+yAsRA by tm3machine, on Flickr

Is that screw a bit second hand already?:chuckle:

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