GOT THE CALL! But AD scratched my watch!

[Nairn1980]

Originally Posted by chronical

I would have tried to haggle a nice discount out of them for making such a cock up.

That won’t happen. Zero chance

[Watchout1605]

Was it battersea?

They scratched two watches of mine removing a link (5 screws on one!)

Originally Posted by LMM26

Hi all,

For context I am UK based.

Been on the waiting list for 3 years and got the call for a submariner! I was absolutely over the moon. I'd been waiting so long for this moment!

Buying your first Rolex is a memorable event - this certainly was.

The AD scratched the bracelet when removing a few links. Not just a surface scratch but a scratch that could be felt! (part of the bracelet that couldn't be removed) Seriously gutted. The watch was returned and I requested for them to come up with a replacement! I don't think this is out of order by any means! It's my first Rolex.

When I speak with them I get the impression that they think I should've just been grateful and dealt with it as these opportunities are few and far between.

This experience has really put a downer on everything!

Cheers

[Devildog]

Originally Posted by Hemdog

Oh dear, please bare in mind that this will be the first of many scratches

Just stop. Seriously.

Its a brand new watch. The OP has every right to expect it to be undamaged and whether it will accumulate more scratches or not is totally irrelevant.

[Devildog]

Originally Posted by rgwarden

This 👆

No. Not that.

Its brand new. It should be undamaged.

Would you accept a brand new car with stone chips and scratched paintwork from the dealership?

[Devildog]

Originally Posted by rolexandlange

Rolex is meticulous with ADs and training on issues such as sizing bracelets. I have purchased from 3 ADs. 2 of those ADs have rolex service centers in their AD and have watchmakers handle the sizing. My other AD has certain sales people that are trained and designated to size Rolex bracelets. If those sales people aren't there they literally ask you to come back for sizing when the right people are there.

Lots of people will tell you to do it at home, which is fine if you have all the right tools. The ADs use a jeweler's magnifying visor, the right screw driver, a bracelet sizing vice, locktite in a tub not a tube, and a machine used to heat up the locktite to loosen the screws. One AD even has a new apparatus just to measure the wrist properly! I haven't seen anyone with a similar at-home workshop to what's at the AD. In my experience a watchmaker is capable of leaving no sign they were there. Trained salespeople come pretty close. Your results DIYing at home are likely to fall short, and that's almost a guarantee without the right tools.

And yet despite all that "meticulous" training the OP's AD managed to damage the bracelet carrying out a simple resizing.

I do all of my own resizing at home using nothing more than the correct screw driver and all my bracelet screws and links are immaculate.

[Driver8]

Originally Posted by Devildog

Just stop. Seriously.

Its a brand new watch. The OP has every right to expect it to be undamaged and whether it will accumulate more scratches or not is totally irrelevant.

Totally agree.

Have we gone SO far down the rabbit hole of Rolex watches being seen as some sort of Holy Grail or manna from heaven that we should just accept them at all costs, no matter if they've been a display item and handled by hundreds of people, or if we have to purchase thousands of pounds worth of garbage we don't want first, or if we have to provide our life history, CV and inside leg measurement to allowed in the store, or yes, in this case cack-handed AD scratches?

The answer guys, is no. A Rolex watch is just like any other item you buy brand new - in other words you actually want it to be brand new and undamaged.

And to those who are saying the AD won't be able to magic-up a replacement in double-quick time, all I can say is that a friend of mine waited 18 months for an SD43 that was delivered with a printing blemish on the dial. He noticed it and rejected the watch, and miraculously the AD was able to "re-allocate" him another SD43 "from elsewhere in the group" within 2 weeks.

[watchmaker]

Mistakes happen. Judge them on their handling of it once all is sorted. Hard as it may be, feelings are irrelevant and subjective so should be left out of such complaints.

I wish posts like this could wait until the situation is resolved before the kangaroo court calls for execution.

[Jim_GMT]

No way would or should you accept a brand new watch that gets scratched by the retailer. Unless of course they say they'll knock you 10/15% off the list for the damage.

[Bro Watch]

Originally Posted by LMM26

Thank you all for the positive responses. Will keep you all updated. I’m not holding out for a quick turnaround at all! I am genuinely gutted!

Even if it's another three years you will get a watch with no scratches. As long as they're not too upset with you and take you off their list.

Sent from my SM-S906U1 using Tapatalk

[alphadweller]

They should at least offer to replace the bracelet. It's like buying a brand-new car with scratches on the rims on the day it arrives at tue dealer. They either replace them or I get some cash compensation to buy new ones.

[Watchsprings]

You did the right thing, they need to replace it within a reasonable timeframe. They should be apologetic and doing everything they can to solve this problem they caused!

[rolexandlange]

Originally Posted by Devildog

And yet despite all that "meticulous" training the OP's AD managed to damage the bracelet carrying out a simple resizing.

I do all of my own resizing at home using nothing more than the correct screw driver and all my bracelet screws and links are immaculate.

I just don't see how this is possible if screws are secured with loctite and you aren't heating the female thread side before removing screws with the screwdriver. I'm not saying it's impossible, I just haven't seen it done without stripping the screws somehow. If you don't have loctite I think it's possible.

[Adamj79]

The first scratch should come from you, not the AD.

[Mathematoxic]

Some ADs nowadays hire monkeys to sell Rolex watches. And these monkeys thinks they are the king acting like mercy is given to the customer when an allocation comes. It’s becoming really hilarious in my point of view. Good job OP.

[SLWoodster]

AD experiences are YMMV. Some will even use loctite and heater for the submariner.

Some just bust out the screwdriver and do in front of you.

Originally Posted by rolexandlange

Rolex is meticulous with ADs and training on issues such as sizing bracelets. I have purchased from 3 ADs. 2 of those ADs have rolex service centers in their AD and have watchmakers handle the sizing. My other AD has certain sales people that are trained and designated to size Rolex bracelets. If those sales people aren't there they literally ask you to come back for sizing when the right people are there.

Lots of people will tell you to do it at home, which is fine if you have all the right tools. The ADs use a jeweler's magnifying visor, the right screw driver, a bracelet sizing vice, locktite in a tub not a tube, and a machine used to heat up the locktite to loosen the screws. One AD even has a new apparatus just to measure the wrist properly! I haven't seen anyone with a similar at-home workshop to what's at the AD. In my experience a watchmaker is capable of leaving no sign they were there. Trained salespeople come pretty close. Your results DIYing at home are likely to fall short, and that's almost a guarantee without the right tools.

[EaglePilot]

That's why I sized myself the bracelet of my brand new GMT BLNR! The AD offered to size the bracelet and I declined ! I ordered a horofix tool and did the job, no scratches!

[JSCP]

hopefully they fix fast!
Sorry to hear

[Sunny Arizona]

Wouldn’t be a huge deal

[dshin525]

Why not just ask to replace the bracelet? That would have been much easier (and definitely quicker) solution.
Did you at least get your money back until they are able to deliver a replacement?

[Chewbacca]

Rolex employees need to pass a precision screening and training regimen developed over years of relentless training excellence. I really don't see a problem here and you should apologize to them.

[jnkay]

Originally Posted by rolexandlange

Rolex is meticulous with ADs and training on issues such as sizing bracelets. I have purchased from 3 ADs. 2 of those ADs have rolex service centers in their AD and have watchmakers handle the sizing. My other AD has certain sales people that are trained and designated to size Rolex bracelets. If those sales people aren't there they literally ask you to come back for sizing when the right people are there.

Lots of people will tell you to do it at home, which is fine if you have all the right tools. The ADs use a jeweler's magnifying visor, the right screw driver, a bracelet sizing vice, locktite in a tub not a tube, and a machine used to heat up the locktite to loosen the screws. One AD even has a new apparatus just to measure the wrist properly! I haven't seen anyone with a similar at-home workshop to what's at the AD. In my experience a watchmaker is capable of leaving no sign they were there. Trained salespeople come pretty close. Your results DIYing at home are likely to fall short, and that's almost a guarantee without the right tools.

An inexpensive jeweler’s screwdriver set and a hairdryer work just fine every time. I get that some don’t want to do it themselves, but it’s not rocket science, does not require skill and not require more than a $10-$20 investment in screwdrivers.

[2loaded]

Originally Posted by Chewbacca

Rolex employees need to pass a precision screening and training regimen developed over years of relentless training excellence. I really don't see a problem here and you should apologize to them.

[Driver8]

Originally Posted by rolexandlange

I just don't see how this is possible if screws are secured with loctite and you aren't heating the female thread side before removing screws with the screwdriver. I'm not saying it's impossible, I just haven't seen it done without stripping the screws somehow. If you don't have loctite I think it's possible.

You don't usually need to heat Rolex links to break the Loctite bond in my experience. (Certain other brands like Doxa are a totally different kettle of fish however, as their Loctite always used to be ridiculously strong). Rolex use what appears to be their own white thread-lock which is comparable to the commercially available purple Loctite 222. It's very low strength, purely designed to stop screws backing out. With a good quality hollow ground screwdriver of the correct size it's dead easy to break the bond. And if any are particularly stubborn, it needs nothing more than dipping the particular link in hot water for a minute.

With a decent quality hollow ground screwdriver of the exact right size (and I can't stress both of those criteria enough), it's absolutely dead easy to do without stripping threads or damaging heads.

[padi56]

Originally Posted by watchmaker

Mistakes happen. Judge them on their handling of it once all is sorted. Hard as it may be, feelings are irrelevant and subjective so should be left out of such complaints.

I wish posts like this could wait until the situation is resolved before the kangaroo court calls for execution.

Have to agree Scot and post pictures of this scratch on link then perhaps we could get a better assessment.

[77T]

Originally Posted by Driver8

With a decent quality hollow ground screwdriver of the exact right size (and I can't stress both of those criteria enough), it's absolutely dead easy to do without stripping threads or damaging heads.

I agree in general.

However, I just bought a new Tudor Pro some months ago and the screws were well and truly loctited to the point that my normal loosening torque was not getting the job done.

Went to the heat gun on low for a minute and then it came loose without any extra effort.

Based on that one experience, my next new Rolex purchase will be heated before I size it. Just an extra minute to avoid a risk.

As for the OP’s scratch - it’s aggravating but easily remedied without ruining the bracelet. A few minutes of polishing should do it.

I get the emotional responses from others though - it’s a personal opinion for many.


Sent from my iPhone using Tapatalk Pro

[Devildog]

Originally Posted by rolexandlange

I just don't see how this is possible if screws are secured with loctite and you aren't heating the female thread side before removing screws with the screwdriver. I'm not saying it's impossible, I just haven't seen it done without stripping the screws somehow. If you don't have loctite I think it's possible.

It appears from your post that you've never sized a watch yourself. That being the case you only really have anecdotal "evidence" from third party accounts or based upon your understanding of thread lock.

I'm not saying sometimes too much or the wrong type of threadlock is applied, or screws are over tightened (or a combination of all) but since purchasing my first new Rolex (a 16610) in 2000, I've sized every new and untouched bracelet myself. That's 6 SS Oyster bracelets and one Tudor SS bracelet.

Never in that time have I had a screw that would't come out without the need to apply heat or exert anything more than normal force. The threadlock Rolex uses is more akin to a nylock locking nut (you know, the ones with a captive nylon washer). Nyloc nuts are used to prevent vibration, movement and shock loading loosening the nut, but still be easily removable when required, albeit requiring the same torque until the captive nylon washer is clear of the threads MY experience is that the the threadlock Rolex uses has similar properties. it has more of a putty like consistency.

Rolex SS oyster bracelet screws are 1.7mm. I generally use the Rolex 2100 tool which is hollow ground and 1.7mm. I've also used a hollow ground 1.6mm Panerai screw driver which works well if not ideal. from a "mechanical" perspective using a 1.7mm hollow ground screwdriver provides for 100% correct location within the screw head which allows more torque to be applied over a greater area with less operator effort and that will help the ease of removal where threadlock is used. If you have ever used a correctly sized but standard cross headed (phillips) screwdriver to remove a stubborn posidriv screw, you'll know what I mean.

As with everything requiring a tool, use of the correct tool makes all the difference and when I see pictures of butchered screws due to their being "stuck fast" its often pretty clear that the wrong type and size of screwdriver has been used. A 2100 tool shouldn't damage a stubborn bracelet screw no matter how much force is applied, it should just refuse to turn. Apply extreme force and the screw may break at the end of the ttread, but the screw head should not strip.

Hopefully that explains why its is very much possible

Originally Posted by Driver8

You don't usually need to heat Rolex links to break the Loctite bond in my experience. (Certain other brands like Doxa are a totally different kettle of fish however, as their Loctite always used to be ridiculously strong). Rolex use what appears to be their own white thread-lock which is comparable to the commercially available purple Loctite 222. It's very low strength, purely designed to stop screws backing out. With a good quality hollow ground screwdriver of the correct size it's dead easy to break the bond. And if any are particularly stubborn, it needs nothing more than dipping the particular link in hot water for a minute.

With a decent quality hollow ground screwdriver of the exact right size (and I can't stress both of those criteria enough), it's absolutely dead easy to do without stripping threads or damaging heads.

[JRell]

No pics, then it didn’t happen. It’s fine. You wouldn’t give your baby back if the doctor gave it a little scar during delivery.

[Driver8]

Originally Posted by 77T

I agree in general.

However, I just bought a new Tudor Pro some months ago and the screws were well and truly loctited to the point that my normal loosening torque was not getting the job done.

Went to the heat gun on low for a minute and then it came loose without any extra effort.

Based on that one experience, my next new Rolex purchase will be heated before I size it. Just an extra minute to avoid a risk.

As for the OP’s scratch - it’s aggravating but easily remedied without ruining the bracelet. A few minutes of polishing should do it.

I get the emotional responses from others though - it’s a personal opinion for many.

I can't speak for Tudor, but in the case of Rolex I've personally never required heat to remove a screw. With a 100% correctly sized screwdriver, the blade fits perfectly into the screw head with no wiggle room at all, so you can apply quite a bit of torque (especially if you use a fat barrelled screwdriver like the Horofix version I have), with very little danger of damage.

But yes, as you say, if you're in any way concerned then a little heat can be applied to loosen things even more.

[dnd2984]

Do you have a picture of this? You can play this if you want to build a long term relationship with AD. 1. leave it alone, and build a long term relationship with AD to show you are a genuine collector.

[Mystro]

Originally Posted by Driver8

You don't usually need to heat Rolex links to break the Loctite bond in my experience. (Certain other brands like Doxa are a totally different kettle of fish however, as their Loctite always used to be ridiculously strong). Rolex use what appears to be their own white thread-lock which is comparable to the commercially available purple Loctite 222. It's very low strength, purely designed to stop screws backing out. With a good quality hollow ground screwdriver of the correct size it's dead easy to break the bond. And if any are particularly stubborn, it needs nothing more than dipping the particular link in hot water for a minute.

With a decent quality hollow ground screwdriver of the exact right size (and I can't stress both of those criteria enough), it's absolutely dead easy to do without stripping threads or damaging heads.

Spot on correct. Here is a pic of the oem Rolex thread locker from a CHNR. I have resized dozens and dozens of Rolex watches and some come with a lot of this white thread locker and other dont. Never stripped or even deformed the head of the screw with the proper screwdriver and knowing how to apply the right amount of pressure. FYI: Jubilee pins are thinner and a more delicate to work with than oyster bracelet pins. Both require their own screwdriver size. Not knowing this is why links and screwheads get buggered up.