Problematic Daytona, poor RSC workmanship, wondering what to do next

[NYCREBROKER]

Mr. Davis suggested that there was someone else in another department to talk to regarding a replacement watch. I think it is worth your time to get the contact information and make the call.

[ec51]

Originally Posted by Guest Account

We didn't get around to specifics (couldn't talk long since I'm at the office), but I imagine the warranty extension and gratis movement service would still apply (not that either are big deals).

Sounds like they are offering a quasi-brand new watch. Decent deal IMHO. Though if you prefer a factory-fresh watch, I would not back down.

However, I disagree with your statement above. A $600+ (I think more like $900 with a chrono) free service is a pretty big deal...as is an extension of the warranty, at least IMO.

Originally Posted by Ca$hOnly

It's like having the engine and transmission replaced on your brand new car. It won't ever be the same.

I would pursue a new watch and only take this offer as a last resort.

It's basically...the entire car.

Originally Posted by bondtoys

My reason for not agreeing with the deal would be:
In the factory, they have the strictest standards in terms of cleaniness and care.
RSC obviously does not have. So the quality of any kind of further repair will not restore the immaculate condition in which the watch left the factory.

Not always the case, my Sub left the factory with multiple dust particles on the dial. The factory is not some magical place -- it's people, just like the RSC.

Just my .02

[hanybad]

I would take the deal But still send those letters you prepared to Rolex US and to Geneva and demand a resolution for your trouble while they work on you watch
Just my opinion

[Sublover2166]

New movement and case sounds reasonable in my book. I would take this offer and be done with it. Make sure you have a warranty to accompany the "new" watch. Do not walk out the door with it unless you inspect it completely and everything is perfect .

[Danex]

I find something about this particularly interesting, and that is this. Mr Davis, Director of Service Operations can not replace your watch. Therefore you are not truly dealing with a customer service organization. You are talking to RSC aka, the repair shop. Is there not some part of Rolex that is a real customer service organization, that is enabled when the case merits to replace a watch? Is that your AD who sold you the watch, or someone else? It is apparent then that RSC, although responsible for damaging the case and repairing bum movements are not the ones to address your valid request to replace the watch.

[Danex]

BTW, I would not take the deal. I urge you to press on, to speak with the person who actually can give you what you want.

[lapince]

I would definitely try for a new one...

[Old Expat Beast]

I kind of hate to say this but I would either press for a new watch still, or....take the offer, sell the watch, and walk away from Rolex altogether.

[simongpaez]

In all of this where is the AD? Did they just washed their hands and let you deal with Rolex? They are the ones that should offer you a new watch and then they should deal with Rolex on what's next not you.
Rolex solution is not bad at all but the AD is.

[Britexpat76]

Originally Posted by MonBK

x2, you bought a brand new watch only a few month ago which RSC now have admitted to screw up and now they want you to accept a "Frankenwatch" !!

There's absolutely no way I would accept this.

I would demand a full refund or a replacement (BNIB) watch.

I agree with Mon

[bdex75]

Would the new case with the new serial number come with new paperwork? If so I say why not. But if not the. You need to press on or take Adam's advice and give in and then sell the watch. You will have Rolex service paperwork to prove authenticity.


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[MBYSF]

I truly feel like this watch should and will be replaced, eventually. Keep climbing that ladder! So sorry for your terrible experience.

[iclick]

Originally Posted by bdex75

Would the new case with the new serial number come with new paperwork? If so I say why not. But if not the. You need to press on or take Adam's advice and give in and then sell the watch. You will have Rolex service paperwork to prove authenticity.

That's okay if the OP has no plans of ever selling the watch, but if he does a potential buyer will likely balk at buying it, wondering about its future investment quality for him. I think once that case is replaced the resale value decreases automatically, though how much is unknown. You would then have a watch with a S# that doesn't match the original paperwork and any future sale will require an awkward explanation of what happened. I would go for a replacement and fall back on the Frankenwatch option if that falls through.

[WatchinMD]

I would not go for a watch with various pieces parts. I think the best course is to put this in the lap of the AD. I would give them a deadline to have them secure a BNIB replacement or else start the charge back process with AM EX.

As it stands now nobody really has any incentive (other than maintaining their reputation,which doesn't seem like it concerns them) to do anything. The only leverage you have is financial. Let AM EX earn their 4%.

[Joearch]

[QUOTE=Guest Account;5672567]

Originally Posted by ajg1960

Just about.

The bracelet, bezel, and dial would be the only things carried over. Mr. Davis mentioned they may replace the hands as well.

I supposed that's all fine and dandy, but I think most of my apprehension comes from the fact that I'm supposed to trust the RSC to do this right.

Given my history with them, I'm not sure I trust them to wind my watch, much less work on it.

IMHO....take this offer and get on with your life.

[lastshotkid]

Pursue a brand new watch. It's what you paid for. You are not supposed to go through all the trouble that you've been through with a brand new rolex.


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[AzHadEnuf]

My heart goes out to the OP. This has been a terrible tale. Last month when the post was started my thoughts were "Everyone stay calm...we are talking Rolex here...they will make it right." I guess I would have lost that bet. A sad reflection upon one of the most iconic brands in the world. I remember many years ago in college a marketing professor I had said, "A satisfied customer will tell no more than 3 people about their good experience with a company, but a unhappy customer will tell no less than 11 people about a poor experience." At over 16,000 views on this post i would think Rolex would be concerned. I no longer have the confidence to make that bet. It's sad.

[Sublover2166]

Originally Posted by AzHadEnuf

My heart goes out to the OP. This has been a terrible tale. Last month when the post was started my thoughts were "Everyone stay calm...we are talking Rolex here...they will make it right." I guess I would have lost that bet. A sad reflection upon one of the most iconic brands in the world. I remember many years ago in college a marketing professor I had said, "A satisfied customer will tell no more than 3 people about their good experience with a company, but a unhappy customer will tell no less than 11 people about a poor experience." At over 16,000 views on this post i would think Rolex would be concerned. I no longer have the confidence to make that bet. It's sad.

I believe Rolex has become so big and arrogant they really don't give a crap about one customer's issues. They know millions of people buy their watches just on brand recognition alone.

[Air Tzar]

Make the call, take the necessary steps to getting a new watch. Call AmEx again. Do anything other than succumb to this raw deal. You bought a new watch!

[Homebrw]

Sad but true I fear. The old "too big for their britches." I still hold out hope with enough energy the OP gets a new, unscratched, working watch that is not cobbled together. We're pulling for you.

On another note, the AD belongs on the Watch Out forum. Just poor business practices.

[MitchSteel]

Wow, just wow.
Read this whole thread, this is unacceptable practice.

[duggerdean]

This is terrible. I can't believe someone from Geneva hasn't found this thread and made it right. Op, I would not go for a pieced together watch from their replacement parts. However, you've gone to the top of rsc it seems so where would you go next? Tough decision.

If I ended up with a pieced together daytona with this history I'd want to unload it. I'd be done with rolex. But how do you in good conscious sell a watch that's pieced together like this? If it were me I'd go for new or the Amex chargeback. I wouldn't want to wear a pieced together rolex, and I certainly wouldn't feel comfortable selling it. It would end up as a paperweight.

As someone who is/was considering a daytona purchase, I now won't even consider it with this kind of crap going on.

[Schneeflocke]

I have followed the whole thread, and my advice for the OP, would be to actually give Rolex HQ in Geneva a call. They would probably be interested in how other countries representing their brand are handling matters like this. Then Rolex SA can for sure push the right buttons for you. One of my favorite expressions, when people are dealing with problems like this, is to "speak to the head, and not the butt" and that goes for all reputable companies in the world. The contact info I found on the Rolex website can be found below. :)

ROLEX SA
Rue François-Dussaud 3-5-7
1211 Geneva 26
Geneva
Switzerland
Tel: +41 22 302 22 00

[dera]

Originally Posted by Guest Account

Okay, just got off the phone with Mr. John Davis, the director of Service Operations at the RSC.

Nice guy, but they all are. He was apologetic and admitted right off the bat that they dropped the ball on the handling of the watch and caused the damage. I guess it's almost impossible to deny that their tech damaged the watch after seeing the photo of the lug.

His solution: new movement, new pushers, and a new case. I'd have a different serial number, but that seems like it's probably an unimportant detail (unless I'm missing something?).

I asked him if it wasn't easier just to replace the watch, to which he replied that since they're only a service center, getting a new watch was not something their department could do, and that I'd have to speak with someone else in another department if I wanted to pursue a replacement.

We didn't get around to specifics (couldn't talk long since I'm at the office), but I imagine the warranty extension and gratis movement service would still apply (not that either are big deals).

I told him I'd get back to him when I got a chance. I'm seriously contemplating it, but I thought I'd run it by the forum.

Any thoughts? Any questions I should ask? Any pitfalls/drawbacks I should be aware of?

Like I mentioned earlier, I think RSC NY is completely different from Rolex in CH. They would have to pay for a new watch, and that is why they say it is not possible. It is entirely plausible, that there is no link of communication between the RSC and the new watch sales of Rolex.

Chargeback is your friend here. What RSC is offering, is basically in the long run making your watch worthless as a collectors item. I don't think I'm far off the mark if I say you will lose 4 figures in resale value with a non-matching/service case/papers.

To use an extreme example. What is the price/desirability difference between an all original Paul Newman, and one with questionable paperwork/non-original serial number?

[puckmungo]

I don't think anybody will dispute that the RSC NY offer is fair and that a new movement, case and whatever else will likely be as functionally good as any Daytona.

However, I think we as a community need to be honest with OP because it's important.

If you were to sell me this Daytona at the same price as another Daytona in equal condition, would I purchase it from you?

To be honest, no, I would not. Although I know that it is a mechanically sound watch that would be as good as any other rolex Daytona, I would still purchase from a different seller at the same price. I would even purchase a different one at a slightly higher price, because the history of this one wouldn't sit well on my conscience.

The only thing that would make me consider this watch would be if it were priced significantly lower than the market price.

I'm interested in what others have to say about this, and I think of we as a community can provide OP with honest, straightforward answers then it would him him assess his current situation.

[bdex75]

I struggle with this. Is what RSC is offering fair? From a functionality standpoint, yes. Is it financially equitable, no. As just said by puckmungo if asked to purchase this or another similar Daytona I would want a concession for the non-originality part of this watch.

I don't know that very many current SS Rolex models will be collectible long term. Just too many made. Maybe the Kermit?? Deep Blue??


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[Old Expat Beast]

RSC NY is basically saying: "Yes we did damage your case, and the movement is defective, but don't worry, cos we're gonna cobble together a new one for you". It's really low service.

[jefe1999]

Just a thought about a different course of action: Go to the AD and enlist their help, as they are certainly bear some responsibility here. ask them to take the newly recased watch back in an even trade for a NIB identical piece. The AD could, in turn, sell the recased model and recover most or all of their cost of giving OP a new watch. the AD's reputation is thereby salvaged at no net cost to them.

[Old Expat Beast]

Originally Posted by jefe1999

Just a thought about a different course of action: Go to the AD and enlist their help, as they are certainly bear some responsibility here. ask them to take the newly recased watch back in an even trade for a NIB identical piece. The AD could, in turn, sell the recased model and recover most or all of their cost of giving OP a new watch. the AD's reputation is thereby salvaged at no net cost to them.

Not sure if you read the whole thread, but the AD has washed its hands of the whole issue now. They're not interested.

[Vaxe]

Hypothetical, but the replacement could also be a cobbled together piece. If the warranty card matches the rehault S/N and mvmt, I don't think anyone but the mfg would know if it's truly brand new and not from recycled parts.

I bring this up because of the Omega experience mentioned earlier. Though Omega, in that instance, exchanged the defective watch for a "new" one, who is to know that it wasn't coppled from used parts and fitted into a new case.

just food for thought

Originally Posted by Old Expat Beast

RSC NY is basically saying: "Yes we did damage your case, and the movement is defective, but don't worry, cos we're gonna cobble together a new one for you". It's really low service.