Brand New - Not Happy

[dolviolex]

Hey people,

I waited 10 years to buy my first Rolex and I did so 3 days ago. SS Datejust, Jubilee, Black. I love everything about it. This morning the AD changed the clasp because there was an odd blemish on it that wasn't going away. That was nice of them but when I got home and took the watch off the clasp basically fell apart.

I went right back to the AD and there is something wrong with the pins. They just don't stay in and the clasp doesn't even close now. So the watch is being sent to Rolex for repair.

I am very, very angry about this. I have not even worn the watch longer than an hour and it's already going to be "fixed". I expressed my frustration and said I want a new bracelet at best but rather a whole new watch. This watch is no longer new to me.

Does anyone have experience in these situations? What can I reasonably expect?

Thanks,

A.

[Dyim]

It will be good as new once all fixed up. Don’t worry.

[Michigan_State]

Sorry for the hassle but get over it, have them correct it, enjoy the watch

[Horolojust]

If it was issue with watch, I’m pretty sure they would have replaced the watch, but if there’s clasp mechanism issue, I think they might just replace the clasp.


Sent from my iPhone using Tapatalk

[s.m.b.]

Enjoy the watch when it comes back!

[Onikage]

There's probably nothing wrong with it. AD just don't know their arse from their elbow.

[dolviolex]

Originally Posted by Onikage

There's probably nothing wrong with it. AD just don't know their arse from their elbow.

I realized this today... There is definitely something wrong with it. Like they bent it or something... Not pleased.

[dolviolex]

Originally Posted by Dyim

It will be good as new once all fixed up. Don’t worry.

Hey I hope so, any thoughts on a new bracelet possibility?

[Tha Baron]

These guys are idiots... have them swap out the bracelet with another DJ in stock

[mannyv11]

Damn man relax

If you can change it don’t worry about it
If you can’t change it don’t worry about.

It’s a watch in the grand scheme of things sure it’s annoying, but is it really that bad?

[Johndong888]

It’s just the band. I would just let RSC repair it correctly. Nothing wrong with the watch itself. Does suck to be without a watch tho.


Sent from my iPhone using Tapatalk

[dolviolex]

Originally Posted by Johndong888

It’s just the band. I would just let RSC repair it correctly. Nothing wrong with the watch itself. Does suck to be without a watch tho.


Sent from my iPhone using Tapatalk

Ya no choice now. I would not care if I had this for 3 years and not 3 days.

[aayates]

I would demand the AD be discarded from the approved list of Rolex retailers. Go straight to Rolex and demand satisfaction.

[dolviolex]

Originally Posted by aayates

I would demand the AD be discarded from the approved list of Rolex retailers. Go straight to Rolex and demand satisfaction.

Really?

[Brazicano]

Shoulda took the odd blemish lol

[aayates]

Originally Posted by dolviolex

Really?

No, not really. just kidding.

[Flyinghunter]

OP - Relax. Seriously. The Open Discussion section of TRF has a terrific Whiskey thread. Enjoy some fine Brown Water and enjoy your Grail watch upon its return.

[DoctorA]

Sorry to hear about your experience! I would be so mad too!
For the $$$$ of a Rolex, one would expect better quality control. The good thing is that it will come back as good as new!

[Trewth]

I can somewhat relate your frustration. I purchased my new Mercedes, drove home excited... got up the next day popped the trunk and couldn’t close it, it kept hitting the latch and popping back open on its own, it has auto shut so didn’t want to slam it, but due to time I started slamming about four times until it closed. Seemed bent or something. Called the dealer and our sales person and said to bring it in. Just dropped 30k down payment and now I am driving a loaner not even AMG due to my car has a bent trunk? A day old, but had to breathe, like you will have to, to make it right. Got my car back a week later after the latch was replaced and here we are a year later with no issues and was fixed right! I feel you!

[rebel_1]

So you’re the one!!! ��

I’ve never had this issue with a new Rolex, but I’m sure it happens. Just remember, it’s not your ADs fault and Rolex will make it right. Would I be upset, yes to an extent. Would I want a new watch? Yes, but I would not expect it.

[No SUBctitute]

Originally Posted by mannyv11

Damn man relax

Originally Posted by Flyinghunter

OP - Relax. Seriously.

Originally Posted by Michigan_State

.....get over it....

Wow, guys. A little harsh. Our Canadian friend has been saving and looking forward to this watch for 10 years. Can you imagine the build up? Only to have this happen? I think a little empathy is in order, rather than admonition.

OP, you should expect better quality control and customer service from Rolex. You are fully justified in wanting a brand new watch since you paid the AD an agreed upon amount of money to receive a brand new watch. This means they can either exchange your watch for a new one, or they can provide a new bracelet for your watch. Ref the latter, beware of the AD damaging your case if they put on a new bracelet. A lot of ADs have damaged brand new watches, and your AD doesn't sound great. Beware of the same thing if they size your watch. I would buy the correct screwdriver and size it yourself. Don't be afraid to advocate hard for yourself. Paying MSRP to an AD is a contract that they should be delivering you a brand new watch. You have had problems with two brand new clasps, and now they want to repair it? No way. Demand brand new. Not repaired or refurbished.

[Seibei]

Why didn't you make sure if was ok before you handed over the cash? I can't believe that you handed over the money for a faulty watch and walked out of the shop with it.

Always make sure you are 100% happy with the goods before you pay. That should be easy if you are there in person.

[Pongster]

Had a similar issue. But different brand. And it was the crocodile leather strap. One of the loops got cut. Since nothing wrong with watch per se, not covered by warranty. Even if strap faulty within days from purchase. Cest la vie.

[Harry-57]

That is very disappointing. These things can happen. It's how the AD and where applicable, the manufacturer, now handles your issue that will determine if you paid for quality or had your money stolen. The AD doesn't seem to be off to a very good start. I'm sure Rolex will rescue it. But should they really need to in this instance? I think not.

You can make your own determination as to how well Rolex handle yours valuable custom and your watch. I think we have enough information to already determine the performance of the AD. All the best with it.

[Swiss Mad!]

Very frustrating for you to be having issues with a brand new purchase.

As others have said, it will be fixed & then you will be able to enjoy your new watch for years to come with (hopefully) no further issues.

Sometimes these things 'just happen' although I do feel the AD probably had a hand in it while adjusting things in store, but unfortunately you or I will never be able to prove that one way or another and obviously they will never admit to it.

All you can do know is just be patient and wait for your baby to return

[Lash L]

Wait, what was this Mystery Blemish? And since when do ADs just swap clasps?

[Crown & Shield]

Originally Posted by Onikage

There's probably nothing wrong with it. AD just don't know their arse from their elbow.

In light of the latest developments in this thread I take my comment back.

[t65tampa]

I'm a bit confused with this thread.

The OP posted in another thread how they accidentally damaged their clasp on their recently purchased watch, but in this thread the OP is attributing the blame to a manufactrer defect or inept service by the AD.

From the OP's other post:

Originally Posted by dolviolex

I bought a new Rolex (1st) two nights ago. I had it on 5 minutes and smashed it on a mirror. Then 30 seconds later I wiped my counter top and my hand slipped and I hit the clasp on the counter and dented it. I was very upset. Literally 5 minutes.

Question: I am new here, but, can we not have the clasp replaced? I would love one to wear and tear and another to replace when I wanted a new look?

[joe100]

Originally Posted by t65tampa

I'm a bit confused with this thread.

The OP posted in another thread how they accidentally damaged their clasp on their recently purchased watch, but in this thread the OP is attributing the blame to a manufacturer defect.

From the OP's other post:

"I bought a new Rolex (1st) two nights ago. I had it on 5 minutes and smashed it on a mirror. Then 30 seconds later I wiped my counter top and my hand slipped and I hit the clasp on the counter and dented it. I was very upset. Literally 5 minutes.

Question: I am new here, but, can we not have the clasp replaced? I would love one to wear and tear and another to replace when I wanted a new look?"

Oh dear, the truth comes out.

[wesdaniel]

OP, sorry that this happened. When you get a new luxury item, you want to use it and enjoy it from day one and not have it go back for service. I don't blame you for being upset - it's perfectly reasonable.

I think that, at this point, there's not much you can do since everything has been transacted already. So, we'll just hope that RSC expedites it for you and that you'll be posting wrist shots soon!