Attention DEEPSEA owners-

[ikra]

Was just informed by ROLEX NYC management that the problem i found in my early serial # DEEPSEA is within acceptable "tolerances" - very surprising in that the the defect consisted of a space (big enough for multiple sheets of paper to fit in- read sand/salt/) between the case and case back. On this particular watch the space was not uniform and rather deep- as the case of the SDDS is pretty robust. I just got off the phone and they told me not to worry that its ok. I told them that it does not look right and that a watch advertised so aggressively as being close to impervious should not already be collecting dust and debris in a visible space/crack between the "oyster" case and the screwdown case back. then i asked if other DEEPSEA watches i may come across will have same configuration and they said- not exactly, but this one is within tolerances. So in summary i was told the watch does have a defect but that defect is within tolerances, however if i look at other Deepseas i will probably not seen same case back issue/defect. If i didnt hear it from them personally i wouldnt belive it.


So if anyone has one of these- take a good close look- at where the case and case back come together. You might be surprised- post a macro shot if possible. perhaps this is a flaw that escaped the knomes of geneva and exists across the deepsea line- wouldnt that be something. Guy even had the nerve to say that all i had to do "was take a toothbrush and some warm water and clean the space out." now i can understand that protocol for cleaning the entire watch but having to constantly clean a manufacturers defect is simple folly.

They spent an awful lot of time looking this piece over - as i have spoken to them NO less than five emplyees, 10 TIMES over the past two weeks- aways being told that they see the the problem and its going "up the ladder" - todays call sounded like it was from the legal department. As i am a former prosecutor it felt strangely similar to having a guy on the stand who knows he is wrong but does'nt want to take responsibility.

very sad to see such a mighty brand- hit such a low note, was not looking for a admission of wrong doing - just wanted the watch i paid my ad $8975+tax to be what they claim it is- not a watch with a defect within "tolerances." it seems to me as consumers unless we take the time to look over everything these days(read loupe)- corporations can call any flaw, defect, or misrepresentation "within tolerance." the question is who's tolerance? DEEPSEA, CAVEAT EMPTOR.


ladies and gentlemen as my "DEEPSEA" is now in transit- will post pics when it arrives-

*this ill fitting case back issue i believe can only be seen on the DEEPSEA- as i own many other rolex products and have been more than happy with them all since 1994.

[Brunotheboxer]

I would love to see some pics of this.

[cody p]

i don't know much about it, but could the space be there for flexion, i thought the caseback was supposed to flex a little at extreme depth.

[WatchTimes]

Keep complaining up the ladder, this is not OK for a watch of this price...

Write the VP of RUSA from what I have read he cares and gets involved.

It may "work" as they tested it BUT it does not look like a Rolex should, a watch of this caliber and price should not have flaws like that.

I am very shocked and sorry to hear about this!

[mfer]

Yeah, I'd have to see a picture first. I can't believe that they wouldn't fix something out of the ordinary. I've heard of Rolex bending over backwards for unusual requests about paint on dials for example.

[Bisquitlips]

Originally Posted by Brunotheboxer

I would love to see some pics of this.

X2

I can't believe that they would say that!!!

[ikra]

believe it, cause its happening

[ASH]

Please post pic of what you are talking about. I dont think I see any space between the case and the caseback

[ASH]

Please post pic of what you are talking about. I dont think I see any space between the case and the caseback on my DSSD

[Bisquitlips]

Originally Posted by ASH

Please post pic of what you are talking about. I dont think I see any space between the case and the caseback

Yes! Please post a photo!

[ikra]

ASH- as soon as they send it back, i will post- ROLEX specified the space might not be on every SDDS- but as they see it on mine- it is within tolerances

[Troy]

I would be telling them how long till I get my NEW watch without defects

[MrCowboy99]

Hope this gets resolved for you. Tell then next time a pam or patek might have better tolerances.

[ikra]

Troy- now have to dispute charge with amex thru AD- as the space isnt with in my tolerance. rolex NYC reminds me of a boiler room call center - cant handle a real issue but tows the company line until you hang up in frustration- thanks to us all paying sums like 10k for SS they can afford an army of chimps.

[Randy1989]

I was offered a watch with like issue . There was a gap between the bezel and the case. I could press on the bezel and it was if there were springs underneath. I passed on it. Glad I was off from work and had the extra time to really check it out. I hope you are able to have the situation resolved and are issued an entirely new watch.

[WatchTimes]

American Express will handle it!
Also make sure you write the VP of Rolex USA

Still we want to see pics.

[ikra]

any idea who rusa vp is and where- "climbed the ladder" at rsc nyc and the entire crew was pretty close to useless

[Green Arrow]

I'd be interested to see a photo. I don't see anything on my Deepsea that bothers me, but I have so many decades of successful history with Rolex watches that things don't bother me that may bother others. I trust their engineering.

Also, don't know how you are presenting considering your trial background, but I have found that my years in Aikido have served me better than the 25 years I spent as a litigator (before finding a job that I love) in dealing with people. Perhaps you can create a momentum in them that pulls them to where you'd like to be. It seems that you are less concerned with the function of the watch than you are with what you perceive to be an unacceptable aesthetic on your watch, that doesn't exist on many other Deepseas. Perhaps the question is: "what would be required to replace the watchback" for your Deepsea that would fit to specifications on other examples, and you could offer to pay for the switch. If they accept that offer, and it doesn't cost much, you may be happier to pay a nominal amount and get what you want. If it costs a great deal but you can get what you want, perhaps you might negotiate the amount at that point and still get what you want.

[bodybump]

Now you got me so excited!!!!

[RsqVet]

Can you please take a picture of it with a feeler gauge (any autoparts store will have them) in the gap? This should make it easy for the whole world to see just what we are talking about.

I also really don't get RUSA --- I mean make right on this; with a new DSSD and take yours and give it as an award somewhere or send it in to a magazine for a review if it's "in spec"......

[Gil F.]

I really sympathize with you. Unfortunately, there's no return policy on a Rolex once it leaves the store, and if you get one that shouldn't have made it past Rolex QC, it then seems to become a warranty issue. I'd take a look at your state's UCC Article 2 for warranties. Seems to me that this is not just a slight cosmetic issue, but one that goes to the heart of "uniform quality" and fitness of purpose. It must be free of defects, and this one seems to be pretty damn noticeable, unlike a speck only visible with a jeweler's loupe. A Rolex these days is a piece of functional jewelry for most people, even if it's one of the professional watches.

I think something like this is a breach of warranty, and if they won't remedy it, you may some legal recourse. You should check out the Magnuson-Moss Warranty Act which will allow a prevailing plaintiff reasonable attorneys' fees. Federal Trade Commission probably has some information on this Act.

Not sure that AMEX will help you on that by reversing charges.

Good luck with it. It's a shame they won't replace the watch ... doesn't seem like it would be an easy fix. Post some pics so we can see!

[DeepSeaWatches]

Without a doubt -- I would expect Rolex to replace your watch and wouldn't accept any less...

[MichDui]

Any pics?

[DARK_KNIGHT]

I think the OP has a case to push. He didn't pay X and expected it to be within "tolerances", he expected something far above that. What a lame explaination given by RUSA and the chimps. If I were in your shoes I'd push as hard and as far as I could. If I failed, I'd simply not buy another Rolex (I know they don't care)..........but they would not see another penny of mine ever again - EVER.

Next or (Then) I might even create my own website and share my experience with others (if they don't correct it at NO COST TO ME ---hey you didn't do this).........a website can be created with $150 - $200 but I damn sure would not let them "sweep" my case under the rug, or just "shrug" me off because they are able to sell 1 million or so units per year and in the grand picture, I'm "JOE PLUMBER".

Pics would be nice.............and thanks for the heads up. I certainly hope (expect) you to get the quality you invested in, because that's what you paid for and that's what you deserve.

I've read some past posts saying OMEGA has some quality issues too, but it goes to show you that Rolex is not perfect either. Things happen but these companies should fix them and cut the "within tolerances" garbage.

[baldyspoon]

Rolex has a no returns policy so what if something you buy is faulty and not fit for the purpose it is down to them to put it right, also your AD should be doing something to sort this out

[WatchTimes]

Ikra
Its been quite a while now, how about some pics?

I LOVE my DSSD, no problems at all!

Sorry you were not as lucky as most of us.

[Watch Fan]

Randy, the bezel does have a spring feel to it, that is normal. Very sorry to hear about the poor customer service you are receiving from Rolex. This doesn't give any of us a "warm fuzzy feeling" for them. They really should have just fixed it. I am sure that the amount of money that forum members spend on Rolex watchs is substancial. Rolex.....we ARE watching you!

[WJGESQ]

Your a former prosecutor, so I am sure you properly noted you conversations with Rolex.

If you have contemporaneous notes of Rolex admitting to a defect, file suit against them alleging that the watch sold breaches the warranty of merchantibility/marketability or just plain ole breach of contract as the watch you bought was presented to you as new and without defect upon the point of purchase. Your AD should have noticed this as well.

You paid too much money to end up with a defective product and all your really asking for is a new and proper watch that is free from defect. Nothing distasteful about holding their feet to the fire. Its much more distasteful to see a company such as this care so little about a customer who worked long and hard to buy the watch.

I suspect this course of action would get you a new watch, which is probably all you want.

[Beecher]

sounds like dealing with Volvo Commercial. They "never heard of that problem before, but we go 6 kits on back-order that will fix it"

the sad part is, they never even looked at the computer to know they had 6 kits on back order to fix the problem they never heard of, he knew if off the top of hit head

the even sadder part is, they give us that line all the time!!!!


Take solace in the fact that I know what your going threw, even tho my problems arnt with Rolex.

hope you get it resolved!

Beecher

[ikra]

UPDATE- after two weeks of dealing with AD and RSC. NYC I received a full refund. The entire experience left me with an entirely different view of Rolex. Considering (if true) a 60/40 split between Rolex and AD on a 10k watch is no small amout + the history and reliability of the Rolex product. I finally grew so frustrated after Rolex customer service said watch was within tolerances and was sending back to AD- so I figured I would just go pick it up and keep it. When I got to the AD I noticed the SDDS I had additional scratches/nicks around the HEV and case back- showing a complete lack of respect. Perhaps I pissed off someone at RSC- so my AD gave a full refund. Just didn't want to deal with the watch anymore. From now on I am sticking with my vintage Daytonas/ and plain old no date subs. Not that the SDDS isn't a great product- but after going thru the motions with Rolex NYC- and the ultimate answer from a Mr. Rami SARAMI- in customer service who said just scrub out the caseback space with a toothbrush on a daily basis- as if you were cleaning the bracelet. I was told they didn't open the watch but after seeing such scratches, I wasnt so sure WTF the big deal was with this watch. Very nearsighted action on the behalf of a long sighted (at least historically) company by employees who know little if anything about the product- interaction with them made me think of a half assed customer retention phone operator when you call to end cell phone service or cable. I appreciated all the advice I received from TRF- I think I just got a lemon- and Rolex didn't want to admit it. Like I said dealing with the NYC RSC was a joke and the scratches showed a lack of respect for the product they are representing the company they work for and the customers they are servicing. Also has given me pause about opening my wallet again for the RG Daytona I ordered.