Why is there Lume on dial but not on the hands?!

[The GMT Master]

As I say, this is an issue that can be corrected under guarantee. It's a very quick and easy job, no need to mess about with getting Rolex to exchange a watch, getting a replacement guarantee etc. There's nothing essentially wrong with the watch, it's just a cosmetic thing - if possible, get the AD's watchmaker to do it, because Rolex are quoting 6 weeks on guarantee work at present (due to their service centre moving). The store won't disagree as it's plainly not right - it's either had a dial change (then it's the store's fault), , or it came from the factory like that (then it's Rolex's fault).

If the AD is worth dealing with, they'll get it sorted straight away, one way or another. Ask for a new watch as a last resort

[sandybax]

Just checked the catalogue. I am not an expert, but all DJ I have seen with luminous markers do have luminous hands. Something is wrong.

[oceanblue1]

I just hate the fact I have to make 4 trips of 45 minutes plus parking and explaining at the store to correct a problem thats not my fault, which is like at least 3-4 hrs wasted!

[sandybax]

I would not feel sorry for someone who sold a modified watch to me as new.

[StarSovereign]

Originally Posted by oceanblue1

I just hate the fact I have to make 4 trips of 45 minutes plus parking and explaining at the store to correct a problem thats not my fault, which is like at least 3-4 hrs wasted!

The situation is what it is. It sucks, I know. Next time be a little more diligent in your research before buying a $5,000 watch. I mean, you did the work AFTER you bought the watch, why not before? Just my honest opinion.

[oceanblue1]

What more research could I have done? I would never have thought to ask people whether the hand should have lume even if I have been lurking here for over 5 years instead of one.

Its a new watch, with a supposedly good reputation for quality and I bought it at an authorised dealer. I really assume that there would be no problem at all.

[GradyPhilpott]

Originally Posted by zeuloa

I would ask they replace the whole watch. Those hands are not correct, wether a Rolex mistake or sleazy AD changing dials.

x2

[denzo]

Return as defective ... Insist that you get the watch YOU want.

I would not be happy buying a brand new watch that has been opened and changed by an AD.

I expect all the stickers on it and it to be exactly in the same conditin as it left the factory.

Something is not right ... The AD must correct and Fix

[JEC]

Believe it or don't, Rolex often changes dials on certain models that are hard to sell (for example, an old dial that was never popular will be swapped out for a more popular item). They also service and polish "new" watches that have sat around for more than a few years in the showcase. Just because it's new at the AD doesn't mean it is as it left the factory.

[Jocke]

My guess is that it's cold outside when the dial is glowing and the hands have gloves.

[Nicko]

Originally Posted by Jocke

My guess is that it's cold outside when the dial is glowing and the hands have gloves.

I think you hit the nail on the head my friend...

[Mendota]

Yeah, that dial/hands combo isn't right. Better exchange it for a G-shock. All digital, no hands or dial issues to worry about.

[dannyp]

I understand your desire to build and maintain a relationship with your AD. That being said, I'd ask for a new watch.

If the dealer swapped the dial out in-house for another customer, then I'd have no problem insisting he swap yours out even if he has to pay out of pocket. If the watchmaker isn't certified by Rolex, there's a chance this could affect your waranty as well. Just look at how much people here fret about sending their Sub LVs in for service with a black bezel swapped in, and concerns over Rolex's reaction to their "frankenwatch".

If it came that way from the factory, and was their error, no worries, it's Rolex UK's responsibility to replace it, and your dealer should facilitate.

I would only accept a replacement hands/dial if I were also receiving a retroactive discount of at least 25%. If the dealer is swapping dials themselves and refuses to replace the watch, I'd escalate it to Rolex UK, as this isn't the sort of dealer they should want in their network.

[StarSovereign]

Originally Posted by oceanblue1

What more research could I have done? I would never have thought to ask people whether the hand should have lume even if I have been lurking here for over 5 years instead of one.

Its a new watch, with a supposedly good reputation for quality and I bought it at an authorised dealer. I really assume that there would be no problem at all.

When I'm ready to shell out $5k on a watch I do my homework. I know what all my options are, especially with the DateJust becasue there are so many. I assume since you chose the white stick dial that you looked at numerous pictures of them to convince you its what you really wanted, again becasuet here's so many options when it comes to the DJ. If you've been lurking on here for five years this would be even more true. Wouldn't you have seen that ALL stick dial DJ's have hands with lume on them, and then wouldn't you have asked the AD when you saw one that did not have lume on the hands what was up? Just seems logical. Unless you went right into the AD, walked right up to the cabinet and said I want that watch, without any research. Seems unlikley, but I guess it could happen...Anyway, the watch is hardly defective. Tell Rolex about it ASAP. I realize that sometimes Rolex or the AD gets it wrong, but what happened to the consumer also having expectations....

[The GMT Master]

Let's not be too harsh on the OP here - it's not exactly the first thing you'd look for, is it? An AD should be providing the watches in perfect condition, and if they haven't, then it's up to them to make it good - the ball is in the AD's park now, and I hope they restore the OP's faith in them

[dannyp]

Originally Posted by The GMT Master

Let's not be too harsh on the OP here - it's not exactly the first thing you'd look for, is it? An AD should be providing the watches in perfect condition, and if they haven't, then it's up to them to make it good - the ball is in the AD's park now, and I hope they restore the OP's faith in them

Agreed. Even for a WIS, this could very easily be missed, especially since it was probably quite bright in the shop and lume wouldn't be an issue. It's not like all of a sudden the OP noticed that the 7:00 hour marker was missing, something that should be glaringly obvious to anyone inspecting a new watch.

[GradyPhilpott]

There are so many options available and I know that for many here buying a Rolex is no big deal, but when I bought my first, my adrenaline was pumping and with so many models and the money thing going in the back of my head, I think I was pretty lucky to get out the door with the watch that I really wanted.

Besides the Explorer itself doesn't come with a lot of options, so I didn't have to think about all that much, compared to when I bought my DJ.

At least, then I had done a lot of homework and had the experience behind me to know very well what I wanted before I plunked down 50% of the cost for them to order the watch.

I don't see how anyone could fault the OP for this mistake. The watch was sold as new and the buyer has a reasonable expectation that he will get a watch that is in the catalog or failing that, he should be informed by the seller.

When I bought my DJ, I forgot to mention that I would prefer one with the AR under the cyclops, but with all the other factors, I just forgot.

Mine didn't come with it, but I'm still satisfied, because I got the watch so quickly and who knows how much longer it might have taken if it had to be cherry-picked.

And besides, my watch is in the catalog and not some mix and match oddball.

[Watch Professor]

Originally Posted by oceanblue1

Will keep you guys posted as this is a good test of how good the AD is when there is a problem.

The rest of the family are all saying I should insist on a brand new watch but the thing is; the manager was such a nice chap and gave us great service; I don't want him to be out of pocket.
If I insist on a new watch, will it not mean that this current watch they can only sell as used. While I don't want to lose out; at the same time, I don't want to cause other people loss either.

What do you guys think? Repair or completely new replacement? What are the disadvantage of just repairing it?

And if the store disagree; is it better to go straight to Rolex directly? Then Rolex will take the hit themselves.
Business is hard for everyone at the moment, I really don't want to cause a hard working local business any unnecessary loss.

I appreciate your concern for the store owner, but in this case, you must insist on a new replacement or a total refund.

[Watch-U-Say?]

All this and no update? :)

[toph]

you are paying a small fortune for a watch, if it is wrong they should fix it. they will not be out of pocket i can assure you

[snog]

Originally Posted by StarSovereign

When I'm ready to shell out $5k on a watch I do my homework. I know what all my options are, especially with the DateJust becasue there are so many. I assume since you chose the white stick dial that you looked at numerous pictures of them to convince you its what you really wanted, again becasuet here's so many options when it comes to the DJ. If you've been lurking on here for five years this would be even more true. Wouldn't you have seen that ALL stick dial DJ's have hands with lume on them, and then wouldn't you have asked the AD when you saw one that did not have lume on the hands what was up? Just seems logical. Unless you went right into the AD, walked right up to the cabinet and said I want that watch, without any research. Seems unlikley, but I guess it could happen...Anyway, the watch is hardly defective. Tell Rolex about it ASAP. I realize that sometimes Rolex or the AD gets it wrong, but what happened to the consumer also having expectations....

well that goes twice for the dealer then,he should know that watch was not correct when it left his shop,and yes some people do go into a dealer and say "I want that one" that doesn't mean they should reecieve any less of a service,I wouldn't mind if the op had came on here and was ranting about the mistake but was only asking the uestion and feels for the dealer and doesn't want to see him out of pocket,I think you are coming on a wee bit too strong.

as for the op,it's down to how you feel mate,if your happy with a "repair" then thats ok,but if you would prefer a replacement then that is what you should yet,as for the dealer being out of pocket,he either did the swap himself,so if hes out of pocket then thats his fault or it came that way from Rolex,so it won't cost him a penny,either way it's defo not a small problem and I would be wanting some discount either way for your trouble,good luck.