Help! Scratch on a brand new watch purchased. (116713LN)

[rockandrolex]

Greetings guys! I am sorry that this is my first post and I am asking for your advices.
I purchased a 116713LN yesterday. The dealer packed everything into the box and handed to me, I didn't double check it before I got out.
Parked at a coffee shop and took out the watch to check out. Surprisingly I found very obvious scratch on the watch band.

Called the dealer immediately. He asked me to bring it back. And offer me to replace it with a brand new one that will arrive next week.

I never expect such an unpleasant experience with purchasing a Rolex.

Any words or help would be appreciated!

[Submarin3r]

Dealer offered to replace it... What's the problem?

[opaline460]

Exchange it, Congrats!

[Al1969]

Stuff happens. The dealer offered to replace it, then take them up on their offer.

[sportsmaven20]

The dealer stepped up and did the right thing...that's all you can ask for!

[rockandrolex]

I am sorry that I didn't even check the watch carefully before walking out of the door.
Just wonder if your dealer would peel off the plastic film in front of you?
My dealer took the watch to him office at back and peeled off the plastic film there and packed it.
I wasn't offered a chance to check it after the plastic film was off.
That makes me feel a little uncomfortable.

[rockandrolex]

My name was written on the card. Just curious how the dealer will deal with that watch. Sell it as a used one ? Or polish it?
Sorry for the curiosity. This is my first rolex.
Had zero experience with rolex before.
Thanks

[Mrss]

why ? u can buy a new rolls Royce .. they will take all the plastic off of the seats steering wheel and other parts in the back of the shop.

btw sc has the only rolls Royce pinnical travel in the US

[rockandrolex]

Maybe it's a silly question but my friend told me that the dealer is supposed to peel off the plastic thing right in front of your eyes.

I hate not to trust my dealer. But it is also difficult to believe that he didn't notice that obvious scratch before he packed it.

[Rookie52]

I don't think you have anything to worry about. There are a lot of small plastic protecter pieces on a new watch and they probably didn't want to stand there in front of you awkwardly removing each one. Scratches can happen very easily and many different ways. Seems like you're in good hands if they immediately offered to replace. Enjoy the new watch!

[Hairdude1]

Wow! We should be cheering the AD for great response

[T. Ferguson]

Sounds like the problem was resolved quite satisfactorily. Given that the AD stepped right up and offered to replace it I doubt anything shady took place in the back room.

Don't freak out when you put your first scratch on it. Like death and taxes, it's gonna happen. The TT GMT is one gorgeous piece. Enjoy it for decades and decades.

[rockandrolex]

I'm trying to post some pictures but no luck.
No idea how to post a picture.

[PTruong]

Originally Posted by sportsmaven20

The dealer stepped up and did the right thing...that's all you can ask for!

This

[Wingman244]

I know it won't help but in 6 months after you had your watch and banged on every door in your home and office you will look at it and wonder why that first scratch was such a big deal....

[rockandrolex]

Here is the picture
http://postimg.org/image/ddyofc6bd/

[waiting]

Now you know to check before you take it home. With that being said, accidents happen and you are lucky that the dealer isn't giving you a hard time. With the same line of thinking the dealer could be questioning whether you scratched the watch and now you are trying to get a new one.

[rockandrolex]

Originally Posted by waiting

Now you know to check before you take it home. With that being said, accidents happen and you are lucky that the dealer isn't giving you a hard time. With the same line of thinking the dealer could be questioning whether you scratched the watch and now you are trying to get a new one.

The dealer checked the scratch and said: you just left for half an hour so it of course not you.

[NYCREBROKER]

Great service from the AD

[roverman318]

Originally Posted by Hairdude1

Wow! We should be cheering the AD for great response

Exactly

[rockandrolex]

Originally Posted by NYCREBROKER

Great service from the AD

I will hold on before they get me the new one.
It was the owner's son who promised to replace it.
The owner was not there yesterday when I took my watch back.
I'll keep you guys posted what's going on when they call me Wednesday.

[2106]

Sounds like great service from the ad to offer a replacement up front no questions. Not sure what you have to be disappointed about.

[Andad]

Seriously what is your real problem?

You bought the watch including the plastic stickers, why would be AD remove them?

If it's the scuff on the PCL that could be done taking it out of the box.

The AD is organising a new one and IMO you are very lucky. You now need to just man up and get over it.

If the AD reads this thread you might just get the original one back.

When was the picture taken?

[rockandrolex]

Originally Posted by 2106

Sounds like great service from the ad to offer a replacement up front no questions. Not sure what you have to be disappointed about.

Honestly I feel that for such obvious scratches, the dealer should have easily noticed it and brought it up rather than selling to any customer.

If I was busy yesterday and didn't open the box until today, it will be a different story. I don't think they would take it back.

I'm a very busy guy running my own business. I should not have gone through this for paying this amount of money.

Not professional to me.

[rockandrolex]

Originally Posted by directioneng

Seriously what is your real problem?

You bought the watch including the plastic stickers, why would be AD remove them?

If it's the scuff on the PCL that could be done taking it out of the box.

The AD is organising a new one and you need to just man up and get over it.

Thanks for the thoughts. The scuff could be done taking the watch out of box?
Seriously?
I'm buying a toy made of metal. I didn't even wear it.
I put it on my wrist just to take a picture.
I'm trying to be very polite when I found this issue but I realy feel the AD not professional at all.

[Wing-Co]

Ad+

[Matt748]

It seems as though your panicking and stressing. Relax.
I'm sure you have worked hard and spent your hard earned money on your dream Rolex and want it to be perfect.
You need to take the watch back to the AD and discuss it with them face to face showing them the problem and going through the process step by step until your satisfied that it will be resolved.
Worst case is that they won't accept responsibility and you send it to a service centre to be polished. It will be perfect eventually.
Your stressing will not help you or the situation.
It will all come good and you will have many many years of happy Rolex ownership to come. Try and post pics and you will get better assistance here mate.

[Andad]

Originally Posted by rockandrolex

Thanks for the thoughts. The scuff could be done taking the watch out of box?
Seriously?
I'm buying a toy made of metal. I didn't even wear it.
I put it on my wrist just to take a picture.
I'm trying to be very polite when I found this issue but I realy feel the AD not professional at all.

Looks like you came on to TRF to complain and my point was TIC to highlight how easy it is to scuff the highly polished finish on 18K gold.

Based on your posts I am really am struggling to see you as being very polite but will give you the benefit of the doubt based on your future posts.

Don't confuse highly polished gold with a toy made of metal.
IMO 99% of member here on TRF who own Rolex watches with gold PCL's struggle to understand how scuffs can happen when they are so very careful with them. Your may be the 1%.

[HogwldFLTR]

I tend to agree with the others that there was no issue with the dealer. Not certain why the experience was so unpleasant. At any rate, congratulations on the new watch.

[Touring]

Originally Posted by rockandrolex

I'm trying to be very polite when I found this issue but I realy feel the AD not professional at all.

The AD offered you a new replacement that will arrive within a week for a scuff noticed by you after you left the store where anything could have happened to the watch. What more do you want? I agree with the others - absolutely stand-up move by the AD.

Something's fishy about this thread....IBTL.