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

[WhatTheDeuce]

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.

So, your definition of professional is never making a mistake. I suppose you never makes mistakes. Offering you a replacement after you walked out and possibly causing the scratch yourself seems very professional to me.

I'd stop with the unprofessional comments.


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[M4rkg4rd3n]

Exchange it

[Britexpat76]

Originally Posted by Touring

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.

I agree, Must be the 1st customer ever to wait 24 hours to try his watch on. IBTL

[mfnj]

Huh

You buy a new watch and there is a problem -happens sometimes, even to the best of them

You notify AD

Without hesitation AD offers to replace watch

Seems like great customer service and an AD I would be happy to do business with

Yet, you seem to harbor an attitude and resentment towards the AD :

Maybe you are looking for perfection in an imperfect world but other than a minor inconvenience to go back to the AD and exchange your watch for a new one I don't see why you are so stressed out. Enjoy your new watch

[Benny130]

Doesnt look like that has just been de stickered?? Looks like sustained wear. Was it sold as a brand new watch??

[One Ping Only]

It will look worse than that in a week, particularly if you are a Mac user. I think I scuffed the clasp on my 116710 the day I got it posting pics.

Exchange it if they are willing and let it go.

[mjclark32]

Congrats on the new piece, scratches happen. Cheers for the AD trying to resolve the issue as smoothly and quickly as possible. It's not that bad of a scuff. Id see if they could just give it a quick polish
If you do exchange it, why are you so interested in what they do with it? You'll have a new one, they'll either resell it or return it to Rolex.

[RichM]

Consider yourself lucky.

1- You found it right away.
2-AD is getting you a new watch.
3-When you get the new one, now you know what to look for.
4-This time next week, you'll be wearing your new Rolex.

Congrats

[travisb]

To the AD and congrats on the watch.

[watchnutty]

next time peel all the plastics off yourself. it familiarizes you intimately with the watch and there are never scratches under the plastic, or at least I've never seen/heard of that.

[Urosfan]

Good customer service

[Doug T]

I think your dealer handled this issue in a VERY professional manner. You should be more than happy with the AD. What more can they do for you? I would suggest if you have another Rolex purchase in the future, you go back to this AD before seeking another dealer.

[brandrea]

Great watch congrats! to your AD

[superdog]

I am confused with this thread.

I honestly don't get your problem.

If anything the dealer went above and beyond. Yet, you are trying to find ways to be upset?

Bottom line is that you walked out. Anything can happen in 30 seconds, let alone 30 minutes. The fact that he is replacing it without hesitation is super.

Personally, I am more suspicious of you than the AD.

[sco]

That watch along with all of our watches will get scratched if worn. I'm glad your AD is taking care of this, but don't be shocked when you notice how marked up the gold gets over casual usage...

[Chadridv]

I think the OP is just expressing some frustration that the process of purchasing such a high end luxury item did not go smoothly. I purchased a rolex from a trusted seller here about 5 months ago. When I got the watch it had a scratch inside the crystal. The seller took it back no problem, and I had a new watch within a few weeks. The trusted seller handled it perfectly, was a true gentleman and top class business person, that doesn't mean I wasn't disappointed. It was my first Rolex purchase, and it was upsetting to have to package the watch up and return it. I wanted to be wearing it obviously not saying goodbye to it.

Anyway, just a bit of perspective here. As everyone has mentioned all will be just fine, the AD sounds like they're handling it exactly as they should and soon the OP will have a beautiful new watch! Some patience will be required here as it is often in life. To the OP, make sure you tell the AD you don't want them removing any stickers next time! Good luck and congrats!

[bdex75]

I understand how the attention to detail and the AD missing that obvious blemish could be frustrating. However they offered to replace it with a brand new one that they order. Bravo to the AD. They could have just said "you took delivery, your problem. We can polish out for you" , but instead they order you a new watch. If you are that suspicious of their sticker peeling ask them to leave them on. They will.

My AD takes the watch in back to the watchmaker who peels all of the stickers and inspects the watch. Sets it, winds it and sizes it. Completely normal. I think that your friends AD that does it right in front of him in the showroom floor is the exception.

And as others have said, prepare for heartbreak. Those gold PCL's are scratch magnets.


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[watchwatcher]

By all rights, the AD did not have to replace the watch. Be grateful he did.

BTW, you will probably have equally or nastier looking marks on your bracelet after the first month of ownership, if you wear it with any frequency. Welcome to TRF.

[SWISSAHOLICS]

The dealer is very professional and there should be no complaints. This is far from an unpleasant experience. They are willing to give you a new one....that's far from unpleasant.

[tkerrmd]

Originally Posted by 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!

so you are calling amazing AD service "unpleasant"

[rockandrolex]

Thank you all for your inputs, I really appreciate it.
I just want to find an AD that I can really trust, because I do have plan to get a steel/gold Daytona soon. Probably more in the future. Just as what the sales guy told me "nobody buy just one Rolex".

If that was just a scratch, I would easily convince myself that it was just overlooked by the AD. But as you guys can see in the picture, it is a very obvious blemish, with a diameter of about 15mm. It is really difficult to believe that a professional AD would overlook that. For me, that's almost impossible.

I heard from another forum that a guy purchased a Sub in Toronto and the second day he found a scratch and the AD refused to replace it.

In case that I didn't notice that blemish until the next day. I might have ended up with the same fate and would be refused to get a replacement.

I understand that the gold part is easy to get scratches. But that's a different topic. I paid for a brand new watch, am I supposed to get one with such a big blemish?

I am not a picky customer at all. I just want to be treated fairly.
I just moved to this town and I don't know this AD at all. I don't want to be taken advantage of. I didn't choose to drive 30km to buy in downtown Toronto just because I want to give business to a local dealer, although all of my friends recommend to buy at the AD in downtown Toronto.

Really didn't expect this. I'm sorry if I over react. When I called the AD 'Is it normal that I found a scratch on the watch?', he said 'no, it is not normal.'
Also the AD told this to me: you spent this amount of money, of course you should get a new one.

[rollee1]

Originally Posted by SWISSAHOLICS

The dealer is very professional and there should be no complaints. This is far from an unpleasant experience. They are willing to give you a new one....that's far from unpleasant.

I agreed the AD is exceptional in customer service, there are many watches in the display case that people tried on, getting a scratch here and there can be expected. This is neither party's fault, cause you could have inspected it better if the watch meant so much to you.
The matter is resolved.

If this does not satisfy demand a refund, the Rolex ownership is not your cup of tea.

[TimeToGo]

Hopefully the movement is OK after that hard fall!

[landroverking]

It will be the first of many. Great service from the AD.

[Jim Smyth]

You should blame yourself as much as the AD. You were there in person and didnt look your watch over before you left with it in hand. The AD is doing what is appropriate so there's no need to keep carrying on about this.

[sdwtchlvr]

Originally Posted by submarin3r

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

+1

[Le Chef]

What you had was A Grade performance from the AD - couldn't expect better. If you want unpleasant go buy a used car of a used car lot.

[Ruud Van Driver]

Originally Posted by rockandrolex

Thank you all for your inputs, I really appreciate it.
I just want to find an AD that I can really trust, because I do have plan to get a steel/gold Daytona soon. Probably more in the future. Just as what the sales guy told me "nobody buy just one Rolex".

If that was just a scratch, I would easily convince myself that it was just overlooked by the AD. But as you guys can see in the picture, it is a very obvious blemish, with a diameter of about 15mm. It is really difficult to believe that a professional AD would overlook that. For me, that's almost impossible.

I heard from another forum that a guy purchased a Sub in Toronto and the second day he found a scratch and the AD refused to replace it.

In case that I didn't notice that blemish until the next day. I might have ended up with the same fate and would be refused to get a replacement.

I understand that the gold part is easy to get scratches. But that's a different topic. I paid for a brand new watch, am I supposed to get one with such a big blemish?

I am not a picky customer at all. I just want to be treated fairly.
I just moved to this town and I don't know this AD at all. I don't want to be taken advantage of. I didn't choose to drive 30km to buy in downtown Toronto just because I want to give business to a local dealer, although all of my friends recommend to buy at the AD in downtown Toronto.

Really didn't expect this. I'm sorry if I over react. When I called the AD 'Is it normal that I found a scratch on the watch?', he said 'no, it is not normal.'
Also the AD told this to me: you spent this amount of money, of course you should get a new one.

You just want to be treated fairly? Is that a joke? The AD would have been well within his rights to consider that you had caused the scratch and perhaps, if you were lucky, arranged for the scratch to be polished out for you. You have been extremely fortunate in receiving incredible customer service.

Your complaints on this thread and casting dispersions on the integrity of the AD are out of line.

[breitlingherst]

I can understand your frustration with getting a new watch, and then seeing a scratch. how it may blemish your experience with buying such a wonderful watch, and then the hassle of returning and waiting for a new watch.

BUT this is the reason why you purchased from AD. You noticed an issue AFTER leaving the store, brought it to AD's attention and AD is replacing watch, DONE. Could not ask for better service.

In fact I have purchased from certain dealer's on multiple occasions despite previous issues with a watch b/c of how the dealer stood behind their product. No watch is perfect, there can be issues. Quality of dealer is how dealer/AD responds when something goes wrong.

[AK797]

Dude, you've got a great username, so relax and live up to it.