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dolviolex · 31 March 2019, 10:36 AM

Hey people,

I waited 10 years to buy my first Rolex and I did so 3 days ago. SS Datejust, Jubilee, Black. I love everything about it. This morning the AD changed the clasp because there was an odd blemish on it that wasn't going away. That was nice of them but when I got home and took the watch off the clasp basically fell apart.

I went right back to the AD and there is something wrong with the pins. They just don't stay in and the clasp doesn't even close now. So the watch is being sent to Rolex for repair.

I am very, very angry about this. I have not even worn the watch longer than an hour and it's already going to be "fixed". I expressed my frustration and said I want a new bracelet at best but rather a whole new watch. This watch is no longer new to me.

Does anyone have experience in these situations? What can I reasonably expect?

Thanks,

A.

Dyim · 31 March 2019, 10:39 AM

It will be good as new once all fixed up. Don’t worry.

dolviolex · 31 March 2019, 10:50 AM

Quote:

Originally Posted by Dyim

It will be good as new once all fixed up. Don’t worry.

Hey I hope so, any thoughts on a new bracelet possibility?

Michigan_State · 31 March 2019, 10:40 AM

Sorry for the hassle but get over it, have them correct it, enjoy the watch

No SUBctitute · 31 March 2019, 02:33 PM

Quote:

Originally Posted by mannyv11

Damn man relax

Quote:

Originally Posted by Flyinghunter

OP - Relax. Seriously.

Quote:

Originally Posted by Michigan_State

.....get over it....

Wow, guys. A little harsh. Our Canadian friend has been saving and looking forward to this watch for 10 years. Can you imagine the build up? Only to have this happen? I think a little empathy is in order, rather than admonition.

OP, you should expect better quality control and customer service from Rolex. You are fully justified in wanting a brand new watch since you paid the AD an agreed upon amount of money to receive a brand new watch. This means they can either exchange your watch for a new one, or they can provide a new bracelet for your watch. Ref the latter, beware of the AD damaging your case if they put on a new bracelet. A lot of ADs have damaged brand new watches, and your AD doesn't sound great. Beware of the same thing if they size your watch. I would buy the correct screwdriver and size it yourself. Don't be afraid to advocate hard for yourself. Paying MSRP to an AD is a contract that they should be delivering you a brand new watch. You have had problems with two brand new clasps, and now they want to repair it? No way. Demand brand new. Not repaired or refurbished.

wesdaniel · 1 April 2019, 12:33 AM

OP, sorry that this happened. When you get a new luxury item, you want to use it and enjoy it from day one and not have it go back for service. I don't blame you for being upset - it's perfectly reasonable.

I think that, at this point, there's not much you can do since everything has been transacted already. So, we'll just hope that RSC expedites it for you and that you'll be posting wrist shots soon!

TswaneNguni · 2 April 2019, 01:26 PM

Disappointing experience for a first time buyer .Not right

Once had a look at a DJ at an AD,not all the links were in the bracelet .Oyster bracelet .Display model.Handled many times and most likely sized for someone who didn't take it .

mannyv11 · 1 April 2019, 03:14 AM

Quote:

Originally Posted by No SUBctitute

Wow, guys. A little harsh. Our Canadian friend has been saving and looking forward to this watch for 10 years. Can you imagine the build up? Only to have this happen? I think a little empathy is in order, rather than admonition.

OP, you should expect better quality control and customer service from Rolex. You are fully justified in wanting a brand new watch since you paid the AD an agreed upon amount of money to receive a brand new watch. This means they can either exchange your watch for a new one, or they can provide a new bracelet for your watch. Ref the latter, beware of the AD damaging your case if they put on a new bracelet. A lot of ADs have damaged brand new watches, and your AD doesn't sound great. Beware of the same thing if they size your watch. I would buy the correct screwdriver and size it yourself. Don't be afraid to advocate hard for yourself. Paying MSRP to an AD is a contract that they should be delivering you a brand new watch. You have had problems with two brand new clasps, and now they want to repair it? No way. Demand brand new. Not repaired or refurbished.

You obviously just cherry picked my top line. You should probably read the rest of my post

schoolboy · 1 April 2019, 03:15 AM

Quote:

Originally Posted by No SUBctitute

Wow, guys. A little harsh. Our Canadian friend has been saving and looking forward to this watch for 10 years. Can you imagine the build up? Only to have this happen? I think a little empathy is in order, rather than admonition.

OP, you should expect better quality control and customer service from Rolex. You are fully justified in wanting a brand new watch since you paid the AD an agreed upon amount of money to receive a brand new watch. This means they can either exchange your watch for a new one, or they can provide a new bracelet for your watch. Ref the latter, beware of the AD damaging your case if they put on a new bracelet. A lot of ADs have damaged brand new watches, and your AD doesn't sound great. Beware of the same thing if they size your watch. I would buy the correct screwdriver and size it yourself. Don't be afraid to advocate hard for yourself. Paying MSRP to an AD is a contract that they should be delivering you a brand new watch. You have had problems with two brand new clasps, and now they want to repair it? No way. Demand brand new. Not repaired or refurbished.

Thank you!

I appreciate Rolex, and I know Rolex is great and cool and everyone wants one and all...

But, I wouldn’t bow down to Rolex either

You’re paying with your hard earned cash so I’d demand new

Imagine you buy a $100 watch from the mall

Breaks 3 days later

Would you send it in to get fixed ????

I sure as hell wouldn’t

I would demand another watch or my money back

Tommy Smokeshow · 2 April 2019, 01:32 PM

Quote:

Originally Posted by No SUBctitute

Wow, guys. A little harsh. Our Canadian friend has been saving and looking forward to this watch for 10 years. Can you imagine the build up? Only to have this happen? I think a little empathy is in order, rather than admonition.

OP, you should expect better quality control and customer service from Rolex. You are fully justified in wanting a brand new watch since you paid the AD an agreed upon amount of money to receive a brand new watch. This means they can either exchange your watch for a new one, or they can provide a new bracelet for your watch. Ref the latter, beware of the AD damaging your case if they put on a new bracelet. A lot of ADs have damaged brand new watches, and your AD doesn't sound great. Beware of the same thing if they size your watch. I would buy the correct screwdriver and size it yourself. Don't be afraid to advocate hard for yourself. Paying MSRP to an AD is a contract that they should be delivering you a brand new watch. You have had problems with two brand new clasps, and now they want to repair it? No way. Demand brand new. Not repaired or refurbished.

how the heck do you even know hes canadian? anyways if so which dealer is it in the gta? i know some people....

Horolojust · 31 March 2019, 10:41 AM

If it was issue with watch, I’m pretty sure they would have replaced the watch, but if there’s clasp mechanism issue, I think they might just replace the clasp.

Sent from my iPhone using Tapatalk

s.m.b. · 31 March 2019, 10:44 AM

Enjoy the watch when it comes back!

Onikage · 31 March 2019, 10:46 AM

There's probably nothing wrong with it. AD just don't know their arse from their elbow.

dolviolex · 31 March 2019, 10:49 AM

Quote:

Originally Posted by Onikage

There's probably nothing wrong with it. AD just don't know their arse from their elbow.

I realized this today... There is definitely something wrong with it. Like they bent it or something... Not pleased.

Tha Baron · 31 March 2019, 10:51 AM

These guys are idiots... have them swap out the bracelet with another DJ in stock

Crown & Shield · 1 April 2019, 12:13 AM

Quote:

Originally Posted by Onikage

There's probably nothing wrong with it. AD just don't know their arse from their elbow.

In light of the latest developments in this thread I take my comment back.

mannyv11 · 31 March 2019, 11:02 AM

Damn man relax

If you can change it don’t worry about it
If you can’t change it don’t worry about.

It’s a watch in the grand scheme of things sure it’s annoying, but is it really that bad?

Johndong888 · 31 March 2019, 11:25 AM

It’s just the band. I would just let RSC repair it correctly. Nothing wrong with the watch itself. Does suck to be without a watch tho.

Sent from my iPhone using Tapatalk

dolviolex · 31 March 2019, 11:29 AM

Quote:

Originally Posted by Johndong888

It’s just the band. I would just let RSC repair it correctly. Nothing wrong with the watch itself. Does suck to be without a watch tho.

Sent from my iPhone using Tapatalk

Ya no choice now. I would not care if I had this for 3 years and not 3 days.

aayates · 31 March 2019, 11:32 AM

I would demand the AD be discarded from the approved list of Rolex retailers. Go straight to Rolex and demand satisfaction.

dolviolex · 31 March 2019, 11:35 AM

Quote:

Originally Posted by aayates

I would demand the AD be discarded from the approved list of Rolex retailers. Go straight to Rolex and demand satisfaction.

Really?

aayates · 31 March 2019, 11:46 AM

Quote:

Originally Posted by dolviolex

Really?

No, not really. just kidding.

Brazicano · 31 March 2019, 11:39 AM

Shoulda took the odd blemish lol

Flyinghunter · 31 March 2019, 12:52 PM

OP - Relax. Seriously. The Open Discussion section of TRF has a terrific Whiskey thread. Enjoy some fine Brown Water and enjoy your Grail watch upon its return.

DoctorA · 31 March 2019, 01:49 PM

Sorry to hear about your experience! I would be so mad too!
For the $$$$ of a Rolex, one would expect better quality control. The good thing is that it will come back as good as new!

schoolboy · 1 April 2019, 03:07 AM

Quote:

Originally Posted by DoctorA

The good thing is that it will come back as good as new!

The problem is exactly THAT!

That it wasn’t good even when it was new!

I’m glad you would be angry about it. I am in disbelief of how positive the other posts are.

If you bought a brand new car, and three days it later it broke....

I wonder if comments would say “it’s not that big of a deal, they will fix it!”

Pffffff

I would be pissed and ask for another watch altogether

Trewth · 31 March 2019, 02:00 PM

I can somewhat relate your frustration. I purchased my new Mercedes, drove home excited... got up the next day popped the trunk and couldn’t close it, it kept hitting the latch and popping back open on its own, it has auto shut so didn’t want to slam it, but due to time I started slamming about four times until it closed. Seemed bent or something. Called the dealer and our sales person and said to bring it in. Just dropped 30k down payment and now I am driving a loaner not even AMG due to my car has a bent trunk? A day old, but had to breathe, like you will have to, to make it right. Got my car back a week later after the latch was replaced and here we are a year later with no issues and was fixed right! I feel you!

rebel_1 · 31 March 2019, 02:29 PM

So you’re the one!!! ��

I’ve never had this issue with a new Rolex, but I’m sure it happens. Just remember, it’s not your ADs fault and Rolex will make it right. Would I be upset, yes to an extent. Would I want a new watch? Yes, but I would not expect it.

Seibei · 31 March 2019, 02:34 PM

Why didn't you make sure if was ok before you handed over the cash? I can't believe that you handed over the money for a faulty watch and walked out of the shop with it.

Always make sure you are 100% happy with the goods before you pay. That should be easy if you are there in person.

Pongster · 31 March 2019, 02:58 PM

Had a similar issue. But different brand. And it was the crocodile leather strap. One of the loops got cut. Since nothing wrong with watch per se, not covered by warranty. Even if strap faulty within days from purchase. Cest la vie.

31 March 2019, 10:36 AM	#1
dolviolex "TRF" Member Join Date: Mar 2019 Location: Unknown Posts: 13	Brand New - Not Happy Hey people, I waited 10 years to buy my first Rolex and I did so 3 days ago. SS Datejust, Jubilee, Black. I love everything about it. This morning the AD changed the clasp because there was an odd blemish on it that wasn't going away. That was nice of them but when I got home and took the watch off the clasp basically fell apart. I went right back to the AD and there is something wrong with the pins. They just don't stay in and the clasp doesn't even close now. So the watch is being sent to Rolex for repair. I am very, very angry about this. I have not even worn the watch longer than an hour and it's already going to be "fixed". I expressed my frustration and said I want a new bracelet at best but rather a whole new watch. This watch is no longer new to me. Does anyone have experience in these situations? What can I reasonably expect? Thanks, A.

31 March 2019, 10:40 AM	#4
Michigan_State "TRF" Member Join Date: Jan 2018 Real Name: Vince Location: Michigan Posts: 547	Sorry for the hassle but get over it, have them correct it, enjoy the watch __________________ Have a nice day!

31 March 2019, 10:44 AM	#12
s.m.b. "TRF" Member Join Date: Jul 2017 Location: the Far West Posts: 1,282	Enjoy the watch when it comes back! __________________ Rolex & Patek Philippe

31 March 2019, 10:46 AM	#13
Onikage "TRF" Member Join Date: Feb 2011 Location: England Watch: 16710, 16628 Posts: 7,757	There's probably nothing wrong with it. AD just don't know their arse from their elbow. __________________ GMT II 16710 TRADITIONAL ( D- Serial #) ROLEXFANBOY P-Club Member #4

31 March 2019, 01:49 PM	#25
DoctorA "TRF" Member Join Date: Oct 2017 Location: USA Posts: 6,545	Sorry to hear about your experience! I would be so mad too! For the $$$$ of a Rolex, one would expect better quality control. The good thing is that it will come back as good as new! __________________ Wear the watch you like, not the one they tell you to wear!

31 March 2019, 10:39 AM	#2
Dyim "TRF" Member Join Date: Oct 2014 Location: Canada Posts: 2,236	It will be good as new once all fixed up. Don’t worry.

1 April 2019, 12:33 AM	#6
wesdaniel 2024 SubLV41 Pledge Member Join Date: Dec 2011 Real Name: Wes Location: California Watch: Varies Posts: 1,342	OP, sorry that this happened. When you get a new luxury item, you want to use it and enjoy it from day one and not have it go back for service. I don't blame you for being upset - it's perfectly reasonable. I think that, at this point, there's not much you can do since everything has been transacted already. So, we'll just hope that RSC expedites it for you and that you'll be posting wrist shots soon!

2 April 2019, 01:26 PM	#7
TswaneNguni "TRF" Member Join Date: Feb 2008 Real Name: Chris Location: . Watch: Daytonas/Subs/GMTs Posts: 12,609	Disappointing experience for a first time buyer .Not right Once had a look at a DJ at an AD,not all the links were in the bracelet .Oyster bracelet .Display model.Handled many times and most likely sized for someone who didn't take it .

31 March 2019, 10:41 AM	#11
Horolojust "TRF" Member Join Date: Dec 2018 Location: Australia Posts: 259	If it was issue with watch, I’m pretty sure they would have replaced the watch, but if there’s clasp mechanism issue, I think they might just replace the clasp. Sent from my iPhone using Tapatalk

31 March 2019, 10:51 AM	#15
Tha Baron "TRF" Member Join Date: Feb 2014 Location: Middle West Posts: 1,077	These guys are idiots... have them swap out the bracelet with another DJ in stock

31 March 2019, 11:02 AM	#17
mannyv11 "TRF" Member Join Date: Jun 2011 Real Name: Manny Location: MA Watch: DD,Sub,GMT,Daytona Posts: 4,509	Damn man relax If you can change it don’t worry about it If you can’t change it don’t worry about. It’s a watch in the grand scheme of things sure it’s annoying, but is it really that bad?

31 March 2019, 11:25 AM	#18
Johndong888 "TRF" Member Join Date: Sep 2014 Real Name: John Location: Cherry Hill, NJ Watch: PAM 372 Posts: 500	It’s just the band. I would just let RSC repair it correctly. Nothing wrong with the watch itself. Does suck to be without a watch tho. Sent from my iPhone using Tapatalk

31 March 2019, 11:32 AM	#20
aayates "TRF" Member Join Date: Jun 2015 Location: atlanta, GA, USA Posts: 914	I would demand the AD be discarded from the approved list of Rolex retailers. Go straight to Rolex and demand satisfaction.

31 March 2019, 11:39 AM	#23
Brazicano "TRF" Member Join Date: Dec 2015 Location: Georgia Watch: 126710blnr Posts: 108	Shoulda took the odd blemish lol

31 March 2019, 12:52 PM	#24
Flyinghunter "TRF" Member Join Date: Nov 2017 Location: South Posts: 342	OP - Relax. Seriously. The Open Discussion section of TRF has a terrific Whiskey thread. Enjoy some fine Brown Water and enjoy your Grail watch upon its return.

31 March 2019, 02:00 PM	#27
Trewth "TRF" Member Join Date: Apr 2012 Real Name: Joel Location: SD Watch: 14060 Posts: 72	I can somewhat relate your frustration. I purchased my new Mercedes, drove home excited... got up the next day popped the trunk and couldn’t close it, it kept hitting the latch and popping back open on its own, it has auto shut so didn’t want to slam it, but due to time I started slamming about four times until it closed. Seemed bent or something. Called the dealer and our sales person and said to bring it in. Just dropped 30k down payment and now I am driving a loaner not even AMG due to my car has a bent trunk? A day old, but had to breathe, like you will have to, to make it right. Got my car back a week later after the latch was replaced and here we are a year later with no issues and was fixed right! I feel you!

31 March 2019, 02:29 PM	#28
rebel_1 "TRF" Member Join Date: May 2010 Location: Florida Posts: 2,132	So you’re the one!!! �� I’ve never had this issue with a new Rolex, but I’m sure it happens. Just remember, it’s not your ADs fault and Rolex will make it right. Would I be upset, yes to an extent. Would I want a new watch? Yes, but I would not expect it. __________________ Official Member: 'Perpetual 30' Vegas International GTG 2016 Official Member "WIS-CON" Las Vegas International GTG 2017

31 March 2019, 02:34 PM	#29
Seibei Banned Join Date: Mar 2018 Location: New Zealand Watch: 114060 Posts: 2,630	Why didn't you make sure if was ok before you handed over the cash? I can't believe that you handed over the money for a faulty watch and walked out of the shop with it. Always make sure you are 100% happy with the goods before you pay. That should be easy if you are there in person.

31 March 2019, 02:58 PM	#30
Pongster "TRF" Member Join Date: Dec 2016 Location: Marikina Posts: 2,561	Had a similar issue. But different brand. And it was the crocodile leather strap. One of the loops got cut. Since nothing wrong with watch per se, not covered by warranty. Even if strap faulty within days from purchase. Cest la vie.

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