AD damages clasp while sizing on day of purchase

[JacksonRain]

So, in advance, please refrain from making any comments like, get over it, it was bound to happen anyway (especially considering that is not true based on information you will read below), you're being OCD, it's just a watch , it gives character battle scares, etc.

I have included a photo of the clasp, with 3M tape over it. I'm VERY careful with my watches, and I am not a fan of polishing. Hence, I put 3M helicopter tape because I'm always at a desk and I do a lot of desk driving. To that end, the whole, it would have happened anyway really doesn't apply to me here, fortunately or unfortunately.

The AD took the plastics off and then went to size the watch herself. I do not know whether it was the SA or another agent at the ad who caused the minor damage on the clasp. I know she got help sizing it.

Detail of damage:

It's about three scratches, at the PCL as well as the brushed area. It can only be seen when the light hits it at a certain angle. So if I'm in a lit room, and I twist my wrist, it doesn't necessarily mean that it can be seen. Light literally has to hit it For to show, so it's not particularly deep.

Background / relationship

I'm really friendly with my SA. They have been really good to me and I have been really good to them, and I don't want to leave a bad taste in their mouth. So I am not trying to be demanding or annoying, but at the same time, I'm disappointed that this happened, and that extra care wasn't taken. Plus, I don't know whether it was SA or another agent.

Things that are not an option:

Polishing or buffing it out.

How do you think I should proceed? It obviously bothering me enough that I am posting this ....

I appreciate your thoughts and feedback. P.s. For those wondering why I put helicopter tape, because I want to protect my jewelry, to keep it shiny new and sparkly, somewhat in line with me putting 3M on my phone that is 1/20th the value.

[42itus]

I’m not anal about scratches but that would be unacceptable for me. I’m sure the AD will make it right one way or another, especially if they value you as a customer. But I hate to say that once you leave the store it’s not their problem. From a business point of view you could have done that anywhere. It’s a shame that they didn’t own up to the mistake. Whoever did that obviously knew it happened.


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[JacksonRain]

Originally Posted by 42itus

I’m not anal about scratches but that would be unacceptable for me. I’m sure the AD will make it right one way or another, especially if they value you as a customer. But I hate to say that once you leave the store it’s not their problem. From a business point of view you could have done that anywhere. It’s a shame that they didn’t own up to the mistake. Whoever did that obviously knew it happened.


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I'm absolutely 100% sure it was them, as I wore the watch out of the store, and went straight home wearing long-sleeve not making contact with anything, and saw it when the light was beaming while I'm putting on the 3M tape the night of the purchase.

I don't think they would try to argue that it was my fault or do to my mishandling. But it was not captured by me at the time. There SA admitted that she was having some problems sizing it, and it took so long, because the attack was out to lunch and then she came back and then after some more time passed, it was finally completed.

[42itus]

Originally Posted by JacksonRain

I'm absolutely 100% sure it was them, as I wore the watch out of the store, and went straight home wearing long-sleeve not making contact with anything, and saw it when the light was beaming while I'm putting on the 3M tape the night of the purchase.

I don't think they would try to argue that it was my fault or do to my mishandling. But it was not captured by me at the time. There SA admitted that she was having some problems sizing it, and it took so long, because the attack was out to lunch and then she came back and then after some more time passed, it was finally completed.

If they won’t dispute the fact that they did it then they absolutely should resolve it for you. Especially since they value your relationship.
However, if it’s not that deep Cape Cod will take it right out.


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[Andad]

[QUOTE=42itus;10380828]If they won’t dispute the fact that they did it then they absolutely should resolve it for you. Especially since they value your relationship.
However, if it’s not that deep Cape Cod will take it right out.

Can’t use Cap Cod on the brushed surface.

[42itus]

[QUOTE=directioneng;10380830]

Originally Posted by 42itus

If they won’t dispute the fact that they did it then they absolutely should resolve it for you. Especially since they value your relationship.
However, if it’s not that deep Cape Cod will take it right out.

Can’t use Cap Cod on the brushed surface.

My bad. I thought the scratch was on the polished part of the clasp.


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[minute_man]

If polishing isn't an option, buy another clasp and move on.

[JacksonRain]

Originally Posted by minute_man

If polishing isn't an option, buy another clasp and move on.

Hi Basel, I think you accidentally proposed that I purchase a replacement clasp at my own expense for damage inflicted on my property which was no fault of my own, because polishing,removing microns and altering the ORIGINAL FACTORY finish was not an option

[iTreelex]

Wait I'm confused. Did you put the tape before or after the scratch? You could possibly ask for a new clasp since it's their fault. Friendly or not, they weren't careful enough sizing your watch.

I guess it's true there is a market out there for taping watches lol. But seriously, I will be so impressed if you never scratched your watch even with tape all over it. Like really, really impressed

[JacksonRain]

Originally Posted by iTreelex

Wait I'm confused. Did you put the tape before or after the scratch? You could possibly ask for a new clasp since it's their fault. Friendly or not, they weren't careful enough sizing your watch.



I guess it's true there is a market out there for taping watches lol. But seriously, I will be so impressed if you never scratched your watch even with tape all over it. Like really, really impressed

I put the tape on the night of the purchase. In other words, I purchase the watch, to put the scratch on it, I put the tape on later that night, over the scratches

[Swiss Mad!]

Originally Posted by minute_man

If polishing isn't an option, buy another clasp and move on.

Originally Posted by iTreelex

Wait I'm confused. Did you put the tape before or after the scratch? You could possibly ask for a new clasp since it's their fault

Come on guys - its a scratch, it will polish out - no way does it require a new clasp nor would the AD be expected to supply one for such minor cosmetic damage.

OP - please do not think this is a post dismissing or trivialising your distress at this incident, it is not.

I fully get you are upset with the scratch, as I would be also, but I am just trying to point out that to expect or demand a new clasp because of it is waaaay over the top and unreasonable.

Hope you get it sorted one way or the other.

[Andad]

But Max, isn’t a clasp a trivial thing to Rolex?

If the AD damaged it, it would mean nothing to them to replace it?

[JacksonRain]

Originally Posted by directioneng

But Max, isn’t a clasp a trivial thing to Rolex?

If the AD damaged it, it would mean nothing to them to replace it?

Originally Posted by Swiss Mad!

Come on guys - its a scratch, it will polish out - no way does it require a new clasp nor would the AD be expected to supply one for such minor cosmetic damage.

OP - please do not think this is a post dismissing or trivialising your distress at this incident, it is not.

I fully get you are upset with the scratch, as I would be also, but I am just trying to point out that to expect or demand a new clasp because of it is waaaay over the top and unreasonable.

Hope you get it sorted one way or the other.

It's not Rolex USA, it's not RSC, we are talking a private jeweler. We call them ADs.

[Andad]

Originally Posted by JacksonRain

It's not Rolex USA, it's not RSC, we are talking a private jeweler. We call them ADs.

An AD is authorised by Rolex to distribute their watches and are also authorised to work on Rolex watches to various levels based on their staff training.
If they worked on your Rolex watch then they must have had the required training and should stand by the outcome.

[JacksonRain]

Originally Posted by directioneng

But Max, isn’t a clasp a trivial thing to Rolex?

If the AD damaged it, it would mean nothing to them to replace it?

And it would cost then about 600-700 dollars actually

[Swiss Mad!]

Originally Posted by directioneng

But Max, isn’t a clasp a trivial thing to Rolex?

If the AD damaged it, it would mean nothing to them to replace it?

My point is the ‘damage’ is purely cosmetic.

It doesn’t affect the working parts or integrity of the clasp - it’s a surface blemish that will polish out & you would never tell it was ever there.

It’s like if you took your car to the dealer for a service & when you got home noticed a scuff on the bodywork near the engine bay that you know in your own mind wasn’t there before.

What do you do?

Go back & complain to the service manager?

Two things will happen - they either deny all knowledge then it’s just your word against theirs, or they will do the decent thing & own up.

What will then happen is they will offer to buff the scuff out or if it goes deeper repaint the body panel.

What they won’t do & no one will expect them to, is they won’t replace the whole panel because it’s not physical damage that affects the integrity of the panel, it’s purely cosmetic.

Same with this clasp.


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[JacksonRain]

Originally Posted by Swiss Mad!

My point is the ‘damage’ is purely cosmetic.

It doesn’t affect the working parts or integrity of the clasp - it’s a surface blemish that will polish out & you would never tell it was ever there.

It’s like if you took your car to the dealer for a service & when you got home noticed a scuff on the bodywork near the engine bay that you know in your own mind wasn’t there before.

What do you do?

Go back & complain to the service manager?

Two things will happen - they either deny all knowledge then it’s just your word against theirs, or they will do the decent thing & own up.

What will then happen is they will offer to buff the scuff out or if it goes deeper repaint the body panel.

What they won’t do & no one will expect them to, is they won’t replace the whole panel because it’s not physical damage that affects the integrity of the panel, it’s purely cosmetic.

Same with this clasp.


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New clasp is not out of the question, but I have no doubt that it will tarnish the relationship, and I wouldn't want to propose that idea. Perhaps they would offer. I don't know....

[seasubmariner]

Originally Posted by Swiss Mad!

Come on guys - its a scratch, it will polish out - no way does it require a new clasp nor would the AD be expected to supply one for such minor cosmetic damage.

OP - please do not think this is a post dismissing or trivialising your distress at this incident, it is not.

I fully get you are upset with the scratch, as I would be also, but I am just trying to point out that to expect or demand a new clasp because of it is waaaay over the top and unreasonable.

Hope you get it sorted one way or the other.

His deal was to buy a new watch without any damage. This is a damage as the scratch is deep, nearly all way along and possible to see from any angle so easily. If it was possible to see only under sun from some angles then it would be called as a hairline scratch and could be accepted. Correct me if I m wrong. Polishing would fix it but he does not have to accept it as this was not the deal.

[JacksonRain]

Originally Posted by seasubmariner

His deal was to buy a new watch without any damage. This is a damage as the scratch is deep, nearly all way along and possible to see from any angle so easily. If it was possible to see only under sun from some angles then it would be called as a hairline scratch and could be accepted. Correct me if I m wrong. Polishing would fix it but he does not have to accept it as this was not the deal.

So I guess it's a hairline...it CANNOT be seen in all light...and when light is directly on it, it can't be seen at all angles but only some...just want to clarify

[Reywal]

Originally Posted by Swiss Mad!

Come on guys - its a scratch, it will polish out - no way does it require a new clasp nor would the AD be expected to supply one for such minor cosmetic damage.

OP - please do not think this is a post dismissing or trivialising your distress at this incident, it is not.

I fully get you are upset with the scratch, as I would be also, but I am just trying to point out that to expect or demand a new clasp because of it is waaaay over the top and unreasonable.

Hope you get it sorted one way or the other.

I wouldn't agree OP is being over the top - when you pay this much for a watch, I think you a right to expect that it will be in perfect condition when you leave the shop. If I had been OP and had spotted this while still in the shop, I'd have asked for them to get me a new watch entirely.

Unfortunately, OP isn't still in the shop and will in all likelihood disclaim all responsibility (which is fair enough, really). But if the relationship is good, I'd hope they would give OP the benefit of the doubt and arrange for a free polish. If it's possible for them to do in-house, the actual cost of that to the AD would be pretty marginal.

On a separate point. I don't know how common it is for ADs to remove the stickers before sizing - mine left them on for me to remove myself as and when I felt like it.

[Oldfellow]

I would be upset if that happened to me.
Given that you enjoy a good relationship with the AD, the best approach would be to visit personally and discuss in a low key manner.
I would be satisfied with a new clasp.
Good luck.

[kieselguhr]

There is no reasonable advice that can be offered that will meet your criteria.

You are likely to be very disappointed with the ADs course of action or lack thereof.

Good luck sir

[Oldfellow]

Originally Posted by kieselguhr

There is no reasonable advice that can be offered that will meet your criteria.

You are likely to be very disappointed with the ADs course of action or lack thereof.

Good luck sir

Afraid that appears to be the case.

[JacksonRain]

Originally Posted by kieselguhr

There is no reasonable advice that can be offered that will meet your criteria.

You are likely to be very disappointed with the ADs course of action or lack thereof.

Good luck sir

Believe it or not, I was literally telling my SA how anal I was, and how I put plastic on my watches because I'm against polishing and they said how they ASVISE AGAINST IT TOO. It's all pretty interesting and slightly unfortunate

[Tricolore66]

Yet you failed to carefully inspect the watch after they sized it? Makes no sense. I think you’re on your own here and can’t feel that your AD owes you anything.

Originally Posted by JacksonRain

Believe it or not, I was literally telling my SA how anal I was, and how I put plastic on my watches because I'm against polishing and they said how they ASVISE AGAINST IT TOO. It's all pretty interesting and slightly unfortunate

[TswaneNguni]

Remove the silly tape so that we can evaluate the damage caused at the AD .

Completely unacceptable to scratch a clasp in resizing by an AD.

[JacksonRain]

Originally Posted by TswaneNguni

Remove the silly tape so that we can evaluate the damage caused at the AD .

Completely unacceptable to scratch a clasp in resizing by an AD.

Here are a couple of more photos, when the light is not hitting it, it disappears. Hope this gives you a better idea.see how it disappears? That gives you an idea that it is not terribly deep.

[MP5]

I'll give you $350 for your time clasp so it will soften the impact of the new one. Send me your PayPal

[JacksonRain]

Originally Posted by MP5

I'll give you $350 for your time clasp so it will soften the impact of the new one. Send me your PayPal

So cute. I want to pinch your cheeks.

[TswaneNguni]

Originally Posted by JacksonRain

Here are a couple of more photos, when the light is not hitting it, it disappears. Hope this gives you a better idea.

Maybe the scratch is on the tape