Damage from AD... (advice appreciated)

[koobitz]

I recently picked up my first Rolex (116518LN) from my local AD and was advised that they would have to order a specific size of the Oysterflex bracelet so that the watch would fit perfectly on my wrist. Although the bracelet was a bit tight, it wasn’t that bad especially given the Easylink feature so I managed as I waited for the new bracelet to arrive.

The sales rep I purchased the watch from called me yesterday letting me know that they had just received the bracelet and that I could come in to do the switch; however, because I couldn’t make my way there on the same day, he advised me that I would have to deal with one of his peers (let’s call him Bob) as he was going to be on vacation for the next week or so.

I made my way to the AD today and advised them that I was looking for Bob in order to change the bracelet. It turns out that Bob was actually busy with a customer so I was offered something to drink and a seat by another sales rep (let's call her Sarah) while I waited. I must have waited a good 30 minutes as the customer Bob was with went through the entirety of the store but it wasn’t a big deal as I got to browse in the meantime.

After I was done browsing, I sat back down at the Rolex section and I could sense Sarah was feeling a bit uneasy given the unusual wait time. She came over and said she would take the watch to the back in order to change the bracelet. I handed her the watch and she went on her way. She then came back out after 5 minutes letting me know that her colleague, Bob, took over given she wasn’t able to do it herself. A few minutes later, Bob showed up with my watch asking me to try it on. The fit was perfect and I was happy as can be. I actually even took the opportunity to ask him a few questions about the bracelet and how to tell the sizes apart. He showed me where the sizes would be indicated at the back of the bracelets and then took off very quickly as if he had something else to get to even though he did not go to a specific customer and walked away.

I wore the watch for the remainder of the day and kept it on until tonight when I actually took it off so I could admire it closely and then noticed the below on my case back...

TLDR:
-Ordered Oysterflex bracelet for perfect size
-Went to AD when bracelet arrived for swap
-AD seemed understaffed from a Rolex point of view
-Sales rep that was supposed to do the swap was busy with another customer
-Another sales rep offered to change bracelet but was unable to do so
-Sales rep that was originally supposed to swap bracelet took over and did the job
-Went home happy only to realize my case back is scratched... see below:




Although I am furious, I know me going into the AD and causing a scene won't change much... so my questions are:

1. Will this require polishing?
2. Can a polishing be done only on that specific area (avoiding softer edges overall)?
3. Can it even be fixed with a polishing given it seems like the border of the case back was affected in the second picture (possible dent)?
4. I suppose a replacement watch is out of the question?
5. Any other alternatives/options?

I will be making my way to the AD tomorrow but I am honestly shocked at how this was handled. Surely either reps must have seen the damage yet the watch was given back to me in a rush almost as if it was in an effort to avoid me finding out it was damaged? Why was it never mentioned to me? This is a watch that is less than a month old which I find is pretty much ruined now and the last thing I want is to lose sharp edges on it after a month due to polishing... I am honestly very disappointed...

Any advice is much appreciated.