Dealer scratched my watch while removing a link
 

I had a link removed today on and about 10 minutes after I left I went to adjust the easy link part on my watch and noticed two scratches one on a link on the bracelet and a bad one on the shiny part of the clasp.

I went back in and politely voiced my concern and then once the lady buffed the one scratch out on the clasp she made a snarky comment and said it’s like a new car eventually you’ll get a scratch on it. I told her, yes but I wasn’t the one who caused the scratch, should be more careful when changing links.


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This a legit AD or some shopping mall kiosk?

That’s embarrassing.

I’m sorry to hear that. You’re in a tough spot. The sales people aren’t good at adding or doing the links unless they’ve been trained and most haven’t. And obviously you’ll be wondering if this situation hurts your relationship to get another piece.

To add- I would call the GM of the store and set a meeting to discuss this issue. And voice that you just want the scratch off it but want to do it the right way with being nice and polite because you love the brand and store and don’t want to affect future purchases.

Poor job indeed! What did she use to remove links Pliers?? Not sure what can be done now but that’s still unacceptable.


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Wow. I do my own stunts for this reason.

That's very unprofessional.

Legit AD

Yikes. Looks like the screw head on the link was butchered too.

If clasp scratch is too deep to buff out, perhaps they'll be kind enough to order you a new clasp?

I don't do my own link removal (clumsy hands, and hate having nobody but myself to blame for mistakes...) but from now on will be conscious of always asking the watchmaker/tech to do it.

These pictures are AFTER she buffed them?


I don't understand how you can do such a poor job, keep a straight face and not tell you. Even if you go at it, it's difficult to scratch up your bracelet like this. Even the one on the oyster link. Those aren't regular daily wear scratches, that's deeper. I've got one on a speedmaster bracelet, you don't get those often. It happens, but rarely if at all.

Oh yea, missed that... Maybe slipped trying to improperly unstick the locktite? Which brings up another thing: Do you know that they remembered to use some when putting bracelet back together?

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

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.

This is why I do my own work on that stuff unless its like when I got my NATO on my BB58, and the AD forces you to install it themselves.

Never take chances with strangers. Better to buy the tools and learn how to use them.

Yeah, i’d probably complain to the store manager or director and ask them to get me the next specialty piece that is on my wishlist. Not sure how effective this would be but i’d be pissed.

In all fairness, the bracelet scuff can but polished out completely with a brillo pad. The scratches on the high polished part of the clasp can be polished flat with cape cod but you’ll still see hairline remnants of it since it seems deep.

Dealer scratched my watch while removing a link
 

This is after buffing

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

:rant:

That's awful! If the AD can't resolve that to your satisfaction they should pay for RSC to sort it out for you.

They clearly didn't use the right screwdriver either looking at that knackered screw head. What a bunch of clowns!

This is unfortunately common, although they REALLY did a number on it. The screws are also butchered. This is why I do this myself.

I definitely would NOT let the dealer polish this. If an AD is not competent enough to remove a screw without causing damage, the definitely are not competent enough to trust to remove metal from your watch.

They at least need to get you a new screw to replace the one they hacked up.

I’m not one to be “that guy” who demands stuff from a dealer, but they owe you a new clasp and link. If not the AD, then Rolex.

That’s literally shopping mall jewelry/cell phone case/knockoff sunglasses kiosk grade work.

That would piss me off beyond belief. 100% go back and demand a new clasp and screw.

What a piss poor job of changing a link and also buffing. I’d go back to your AD and request a sit down, and then ask for a new clasp. What city do you live in so I can avoid that AD?

Not even close to acceptable.

That's really bad. Is it the same AD you purchased the watch from?

Terrible.

Sent store manager an email with my concerns and asked for a new link and clasp.

No, different location. A LBG store.

Sadly, that's as bad of a job as I can remember seeing

Somehow, even absent this information, I instinctively had the SA’s “new car” line playing in my head with a very thick Massachusetts accent...

Looking at the conditions of the screws as well as the scratches I am sure you didn't go to anyone nearly qualified. Always make a comment about the condition of your watch before handing it over, or photograph it before servicing it. Inspect it before trying it on and leaving the shop.

Amateurs.