Damage from AD... (advice appreciated)

[tng11]

That is absolutely disgraceful. I'd like to know which AD this is in Montreal.

I've had a few pieces with lightly mangled screws from the AD that I've let slide, but this is permanent damage on a very expensive watch. That to me is 100% unacceptable, the damage is not only to the caseback, it appears to be to the case too along the lugs and edge of the case. I would not accept anything less than a brand new watch.

I find it troubling that some ADs are citing Rolex policy that they have to resize the bracelet in store - I have refused, and in fact, I have even brought my own tools along when picking up a new piece, just in case!

When I brought my new 116519LN to RSC Toronto, the lady carelessly dragged the case side on a piece of paper, and lo and behold there were a few hairlines as a result. The person who changed the strap also put a very tiny mark on the back of the lugs. In the end, I let it slide because the marks were microscopic. But I would not accept what I see in the OP.

[Mr.Rolex1]

Rolex doesnt care...you shouldve done the strap stuff yourself

[R G]

Originally Posted by Justingtr

That's beyond ridiculous to request that. If a mechanic messes something up on your car you don't demand a new car, you demand a factory new replacement part at no cost to the customer. The same would apply here.

I'd request a new case back be put on as the one brought in was in new condition. If the AD fixes the mistake and owns up to it I'd be happy.

Sent from my SM-G975U using Tapatalk

Yep.

New case back for sure, and nothing less.

[Golf&Watches]

I've had dealers scratch my watches, I've scratched my watches, yes PM too, a116719 and a 16528 both received an AD scrape similar to this one, I still own both watches after 20 and four years respectively everything is OK for me.

[polaris72]

I would return the watch.

[johnjm]

I would leave it. Just a scratch.

Granted I've scratched all my watches including a daytonaC. It's a watch, not a delicate flower.

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[RobearH]

Originally Posted by johnjm

I would leave it. Just a scratch.

Granted I've scratched all my watches including a daytonaC. It's a watch, not a delicate flower.

Sent from my Pixel 3 XL using Tapatalk

Key here is “You” scratched them, not some bumbling employee of the place you paid ten of thousands to w/o even a sorry!

[Navarino]

I think there is a lot of valid points all around in this thread. $28k on a watch is a meaningful amount of money for anyone. As such, OP has every right to be upset about this situation.

First and foremost - this needs to be brought to the AD manager/owner's attention immediately, if it hasn't been done so already.

I do think asking for an outright replacement watch is going to be a tough ask, but there is no harm in starting a conversation with that being a suggestion. If it's out of the question, we move into repair/replacement territory. I would insist on the AD sending the watch in to RSC and take care of all necessary work to repair the back to the OP's preferences. As compensation for this I think at the very least OP should be offered a "hot" watch of his choosing to at least help rectify the situation. Even if OP does not want to keep the watch, perhaps a "flip" could net him a bit of profit effectively bring down his PM Daytona cost by several thousand dollars.

[koobitz]

First off, thank you everyone for the feedback and support. There has been a lot of great comments and advice provided throughout the day and at times I found myself taking a step back and reflecting on my options based on the comments posted in this thread so thank you for that.

I also want to point out that yes, although this damage may seem petty to some, in my eyes, it was especially upsetting given this was my first Rolex and a piece I had been lusting over for quite some time and was finally able to source. It also didn't help that I found out about the damage on my own after the fact whilst taking the watch off my wrist to admire closer... still being in the honeymoon phase, it almost made me regret the purchase given how it was never mentioned to me by the two reps at the AD making the whole situation feel deceiving.

So I actually called the AD in advance this morning before showing up to ensure someone with the appropriate authority level would be on-site to make things right. The moment I mentioned what transpired over the phone, I could sense that the appropriate level of care was going to be provided which was comforting as I was right away put in contact with the director on the floor.

I went into the AD and spoke with him in person as he took a closer look at the watch. It seemed as though before I even mentioned the full story he already knew who the two reps involved were (not sure if they came clean to him/someone else yesterday or if he investigated whilst I made my way in). Anyway, he mentioned that he was not impressed with how the watch was handled and that he was sorry for the damage and would ensure such a situation does not reoccur with my watch and/or anyone else's watch. I also emphasized that mistakes do occur; however, what really troubled me was the fact that there was no honesty here. I was quickly given the watch back and brushed off almost as if it was in an effort to ensure I would not notice the damage until a few weeks from now. He agreed and said he would have a word with the reps as he personally would have been transparent about it.

We then spoke about what could be done. He right away mentioned that they would not touch it and that it would have to go to RSC (at no cost) which in a way was relieving; however, he followed with a "we can have most of it polished" which raised questions on my end given the extent of the damage. I advised him that I would much prefer getting a new case back as the damage was deep and I wasn't looking to lose the original shape of the watch. I also went to the extent of mentioning that although, to some, the watch may come back with a "good polishing job", it may not fit the bill here as I am very detail oriented and was not looking to polish this watch throughout its lifetime in order to preserve its sharp edges. I explicitly told him that I did not want any part of the watch polished with perhaps the exception of the damaged area although I would much prefer a brand new case back to which he put a note about on the service documentation.

I was advised that RSC would have to assess the watch once received and at that point, they would have better clarity as to what to do and how to proceed further. I was advised that they would keep me updated on what transpires which was a bit relieving but still didn't seem completely right to me as I was left without my watch for the coming month.

I also asked that the director reach out to Rolex RSC and specify my request to Rolex about avoiding polishing the entire watch and ideally replacing the entire case back to which he agreed. I went ahead and recapped our discussion of today via email and officially asked in writing that he carry out this ask ensuring acknowledgement from Rolex RSC as the last thing I would want is a fully polished watch after less than 1 month of ownership.

I also pointed out that I am now without a Rolex and would gladly purchase a 116500LN white dial in the interim if they were to receive one in the coming months/year (I think I may be developing a problem here...).

Who knows, this could turn into a positive and our relationship could flourish from here. I understand mistakes happen and that the action of two reps does not completely reflect how this AD operates.

The ball is in their court now, let's see what happens.

Note: I did not disclose the specific AD or reps involved purposely as I did not want this turning into a smearing campaign

[koobitz]

Dear Diary, wow that was a big post.

[DTap]

Sounds like it’s headed in the right direction.

[Etschell]

Hopefully it works out for the best. Gl op.

[TheoMich]

Only 3 AD a in Montreal, and I’ve experienced them all the wrong way, sorry to hear about your watch, but knowing these places they jay brushing you off politely

[othertbone]

Definitely go back to the AD right away! Every day that goes by makes it possibly something you could have done (from their point of view). In the end, unless they give you a new watch (which is unlikely, but still complain), don't polish it. Do you really want to remove gold material to make the back of the watch look better? That doesn't make sense. Its a good reminder for all of us to inspect our valuable merchandise when we pick it up. Sorry this happened to you. Good luck!

[ian.thomas]

As RSC has already eluded too, they won't be able to polish all of the damage out. Only a new case back will fix this.

Good luck.

[Randy63]

Originally Posted by koobitz

I was advised that RSC would have to assess the watch once received and at that point, they would have better clarity as to what to do and how to proceed further. I was advised that they would keep me updated on what transpires which was a bit relieving but still didn't seem completely right to me as I was left without my watch for the coming month.

That statement wouldn't put my mind at ease at all. I read this to mean that he's already putting the onus on RSC. If he was truly wanted to right this wrong he would've stated you'll have a new caseback, we'll make that happen for you.



Randy

[Rebel]

Not good. Not good at all.

[Andad]

I am interested in the outcome.

[Mystro]

Originally Posted by Randy63

That statement wouldn't put my mind at ease at all. I read this to mean that he's already putting the onus on RSC. If he was truly wanted to right this wrong he would've stated you'll have a new caseback, we'll make that happen for you.



Randy

That’s how I read it. It’s like if RSC feels polishing the watch then it will be polished at their discretion. Now RSC is holding all the cards as well as your watch. Pursue with caution. The best course is RSC just replaces the case back but there is no hard fast rule with what they ever do. I totally get the feeling the OP is having as I never scratch a case back in 30 years. He is careful and would know not to set it down on a rough surface, etc... so marks back there would never happen in the wild.

The question is...”would the OP rather live with the marks and a unpolished case or have it polished clean but lose the virgin sharpness of the case back??” It may boil down to this tough choice.

[csaltphoto]

So far, I am not super thrilled with the response from the AD. I would want to hear, "Yes, it is totally our mistake, how would you like us to make it up to you?" Anything less than that and they are doing damage control, trying to minimize the cost of their mistake, yada. The watch and $$ have changed hands, now the the AD is trying to keep it as cheap on their end as they can. I would be checking with my CC card company about the possibility of a charge back. Once you have that info in your hands you have the upper hand in negotiations. If you still have that option.

[Bozack90]

Originally Posted by csaltphoto

So far, I am not super thrilled with the response from the AD. I would want to hear, "Yes, it is totally our mistake, how would you like us to make it up to you?" Anything less than that and they are doing damage control, trying to minimize the cost of their mistake, yada. The watch and $$ have changed hands, now the the AD is trying to keep it as cheap on their end as they can. I would be checking with my CC card company about the possibility of a charge back. Once you have that info in your hands you have the upper hand in negotiations. If you still have that option.

have you had that type of service anywhere? I know I haven't

chances are Rolex will just polish it out.

[Crazy Lugs]

OP should be getting a new watch as far as I’m concerned. A polish is unacceptable.

[envuks]

I’d go back weekly and point at my empty wrist, inquiring about that white dialed 116500... that’s the only way you’re not gettin hosed here.

RSC will 100% polish that out, parts will remain within spec afterwards (once out of spec they recommend or require replacement).

[johnjm]

Originally Posted by RobearH

Key here is “You” scratched them, not some bumbling employee of the place you paid ten of thousands to w/o even a sorry!

I agree and it's frustrating. However, it sure is going to be a lot of energy and time being spent on this, which frankly wouldn't be worth it.

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[koobitz]

I appreciate the feedback everyone.

I actually received a response email from the director I dealt with to my recap of events email as I was providing an update via this thread earlier and I felt his email response was a bit underwhelming. That coupled with the feedback here kind of put me over the edge and made me realize I was settling just to have my watch “fixed” ASAP.

I replied back indicating I don’t want the watch to go to RSC as I can’t accept the watch being polished as a solution. I offered 3 solutions:

1. Replace the watch entirely
2. Replace the case and case back
3. Make it up to me through a specific allocation

I will call him tomorrow to discuss further and see what we can do. I also may have included his president in the email as I feel the same type of deceit I experienced with Bob and Sarah given the very short elusive email response I received that did not cover any of the questions or concerns that I raised in my previous email.

Let’s see what happens.

[polaris72]

Originally Posted by Crazy Lugs

OP should be getting a new watch as far as I’m concerned. A polish is unacceptable.

+1. I would get ready for potential legal action if you will not get a next case. How did you pay for it. I found AMEX Platinum being very helpful when ripped by retailers.

[koobitz]

Originally Posted by polaris72

+1. I would get ready for potential legal action if you will not get a next case. How did you pay for it. I found AMEX Platinum being very helpful when ripped by retailers.

I put most of the purchase on my amex actually but given I was offered a free 10k no interest loan I took it for some breathing room... in retrospect I should have put it all on the amex as I didn’t need the loan. I wonder if me paying off the loan somehow via amex would constitute as me having the full purchase completed with amex and as such result in coverage? Something I should look into...

I know this was mentioned before I just put it off because I knew the full purchase amount was not on the amex. I’ll give them a call tomorrow.

[othertbone]

Originally Posted by polaris72

+1. I would get ready for potential legal action if you will not get a next case. How did you pay for it. I found AMEX Platinum being very helpful when ripped by retailers.

Legal action, you ready to blow minimum 10k on an attorney?

[Seibei]

I would make it 100% clear that polishing is not going to make this go away. If they think there is any wiggle room whatsoever they may simply polish the damage out and hand it back to you like that. Please don't give them any space that would allow that to happen. I would put it in writing that the watch is to be restored to as new condition and polishing will be a waste of time because you will not accept the watch back like that. You want the watch back in the same condition as it was before they mangled it, or they can keep the watch and refund you your money, up to them.

Regarding legal action mentioned above, your credit card company should take care of that for you, no need to spend a cent on attorneys. Your CC company should be able to get you money back if you are not satisfied with the remedy. Polishing is not a remedy. Don't let them do anything with your watch until that is 100% clear.

How much does it cost Rolex to make a case back like that anyway, probably less than $100? No precious metal cost because they take the damaged one in exchange.

[VacherObsessive]

Originally Posted by othertbone

Legal action, you ready to blow minimum 10k on an attorney?

Small claims court. Don’t need an attorney