Damage from AD... (advice appreciated)

[maxymax]

Good luck, OP. Hope things work out to your advantage eventually

[Scapegoat]

All the best to OP! Watching this thread closely...

[Jackumi]

Originally Posted by VacherObsessive

Small claims court. Don’t need an attorney

I think OP is in Montreal Canada (MTL), so not sure if they have the same UK type of "Small Claims Court" system over there.

[jimcameron]

If you're never going to polish your watch what difference does it make to have a scratch that is never seen? If anyone ever asks how you got that hideous scratch on the caseback of your watch, just tell them that you were attacked by a Great White shark with very sharp teeth.

[Seibei]

Originally Posted by jimcameron

If you're never going to polish your watch what difference does it make to have a scratch that is never seen? If anyone ever asks how you got that hideous scratch on the caseback of your watch, just tell them that you were attacked by a Great White shark with very sharp teeth.

Now why didn't I think of that? Brilliant plan.

[2th_doc]

Sometimes you can’t rely on TRF to give rational solutions to first world problems.


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[polaris72]

Originally Posted by othertbone

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

Something along the lines of BBB/Consumer Affairs/Consumer Protection Department - varies state by state in the U.S. Even in Dubai, they have an office where you can file a complaint and they follow up with you within 5 (or less) days.

Edit: The way the AD handled it would be unacceptable no matter how cheap/expensive was the watch. New should be replaced even if it cost $40. Used would be difficult to prove who caused the damage unless some evidence is provided - pics, video of watch prior servicing. Good luck!

[Verdi]

I would settle for a new caseback and the option to buy the 1st Pepsi or Batman they get delivery of.

[bezler]

Originally Posted by lawrence1

Agreed, yet it appears Rolex diehards are a breed of their own.



Beyond ridiculous? how many $28K Rolex watches have you bought new and had mangled by the AD after less than a month?

Your car analogy is comical. A more fitting scenario would be that you buy a brand new Ferrari and order another set of wheels for it from the Ferrari dealer. 3 weeks later the wheels arrive and the dealer wrecks your 3 week old Ferrari on a test drive after installing the wheels. Are you going to be OK with them just fixing it? no big deal right?

Do you want to take a guess how much less that watch will be worth if the OP ever wants to sell it? do you think people spending nearly $30K on a high end PM Daytona care about gauged/chipped cases (there are several dings, chips and gauges throughout in those pictures)? The answer is YES. These things matter. By the way, i didn't mention the gauges that we can't see (almost guaranteed the whole case is hacked up inside the lugs) or the mangled caseback which I doubt they will replace (cheaper to just polish into oblivion). But you're right, no biggie. Something tells me you would react a bit differently if you were in OP's shoes.

I won't even start with the beta cuck drooler level fanboyism suggesting this guy spend another dollar at this AD, much less ask them to allow him to make another $10K+ purchase, as if somehow it's a huge privilege to be able to buy another watch from them.

What do you mean by gauges? At first I thought it was a typo for gouges, but after three or four times I realized that I'm missing something.

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[Speedbird-1]

I expect it has been said before, but. It's a lesson to all of us; to examine your 'goods' thoroughly, BEFORE you leave the 'shop'.
If you have to return damaged goods AFTER you've left the premises, the onus of proof will always be on you, and essentially, very, very difficult, if not, impossible.

Good luck OP.

[bezler]

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.

I agree completely with this. You were very generous in giving them a chance to do the right thing after the incident, and they didn't step up.

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[bezler]

Originally Posted by 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.

Now you're talking! Good for you!

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[padi56]

Member koobitz can you please post a picture of the damage with no magnification just normal watch size.

[Devildog]

Originally Posted by lawrence1

Agreed, yet it appears Rolex diehards are a breed of their own.

Beyond ridiculous? how many $28K Rolex watches have you bought new and had mangled by the AD after less than a month?

Your car analogy is comical. A more fitting scenario would be that you buy a brand new Ferrari and order another set of wheels for it from the Ferrari dealer. 3 weeks later the wheels arrive and the dealer wrecks your 3 week old Ferrari on a test drive after installing the wheels. Are you going to be OK with them just fixing it? no big deal right?

I don't often feel compelled to reply to posts like this, but on this occasion I do.

A more fitting scenario would not be that the dealer wrecks your three week old Ferrari. The damage to the OP's watch cannot be seen in normal use and does not in any way shape or form affect the overall form or function of the watch.

More fitting would be that the dealer damages the hubs, or perhaps inner wheel arch when replacing the wheels. Damage that can resolved easily with zero impact on the vehicle's value.

Originally Posted by lawrence1

Do you want to take a guess how much less that watch will be worth if the OP ever wants to sell it? do you think people spending nearly $30K on a high end PM Daytona care about gauged/chipped cases (there are several dings, chips and gauges throughout in those pictures)? The answer is YES. These things matter. By the way, i didn't mention the gauges that we can't see (almost guaranteed the whole case is hacked up inside the lugs) or the mangled caseback which I doubt they will replace (cheaper to just polish into oblivion). But you're right, no biggie. Something tells me you would react a bit differently if you were in OP's shoes.

In terms of value loss, if repaired by RSC the answer will be zero. 99.99% of Rolex buyers cannot tell a polished/refinished watch from an untouched one. The vast majority could not care less about some tiny scratches they cannot see when wearing the watch.

Originally Posted by lawrence1

I won't even start with the beta cuck drooler level fanboyism suggesting this guy spend another dollar at this AD, much less ask them to allow him to make another $10K+ purchase, as if somehow it's a huge privilege to be able to buy another watch from them.

I would, however, be pissed at my AD for causing the damage and I would want them to make good on it. I'd probably aim for a new case back and some careful refinishing of the inner end link area, and possibly a replacement end link (they are replaceable upon bezel removal).

But that's because I would want my watch to be 100% for me. Not because of some irrational fear that somehow my watch was worth $000's less

[garyk]

Originally Posted by koobitz

Dear Diary, wow that was a big post.

That was a big post but I like many here are hanging on every word. Good for you so far, you’re handling this well. I might have lost my cool at some point. For you to have a great customer experience, you need replacement. If Rolex fixes the watch to the best of their ability, might not satisfy you 100%. Time will tell and we are hoping for the best for you. Keep us posted and all the best!!

[koobitz]

Good news!

My latest email to their president seems to have turned things around. The president actually responded and advised me that my situation was their top priority. I was since contacted by their director of brand development and advised that they are leaning towards replacing the watch in its entirety. I will have a followup call with them this afternoon before we reach a final decision but this is looking much better already.

The options I had laid out were:

1. Replace the watch entirely
2. Replace the case of the watch and the case back
3. Make this up to me somehow perhaps through a specific future allocation

Although a 116500LN white dial would be nice, I think I can live without it as ultimately I just wanted my watch back in the condition it was originally in.

[koobitz]

Originally Posted by padi56

Member koobitz can you please post a picture of the damage with no magnification just normal watch size.

Hi, the pictures I posted in my first post were the ones which were the furthest from the watch that I have on my phone. I can post all of the photos I took but I don't have any that are further away from the watch unfortunately and the watch is currently with my AD.

[Me4u2night]

Originally Posted by koobitz

Good news!

My latest email to their president seems to have turned things around. The president actually responded and advised me that my situation was their top priority. I was since contacted by their director of brand development and advised that they are leaning towards replacing the watch in its entirety. I will have a followup call with them this afternoon before we reach a final decision but this is looking much better already.

The options I had laid out were:

1. Replace the watch entirely
2. Replace the case of the watch and the case back
3. Make this up to me somehow perhaps through a specific future allocation

Although a 116500LN white dial would be nice, I think I can live without it as ultimately I just wanted my watch back in the condition it was originally in.

Good stuff. Seems like things will work out.

[RobearH]

Originally Posted by koobitz

Good news!

My latest email to their president seems to have turned things around. The president actually responded and advised me that my situation was their top priority. I was since contacted by their director of brand development and advised that they are leaning towards replacing the watch in its entirety. I will have a followup call with them this afternoon before we reach a final decision but this is looking much better already.

The options I had laid out were:

1. Replace the watch entirely
2. Replace the case of the watch and the case back
3. Make this up to me somehow perhaps through a specific future allocation

Although a 116500LN white dial would be nice, I think I can live without it as ultimately I just wanted my watch back in the condition it was originally in.

Glad to hear OP...pulling for you and a satisfactory outcome.

Originally Posted by koobitz

Hi, the pictures I posted in my first post were the ones which were the furthest from the watch that I have on my phone. I can post all of the photos I took but I don't have any that are further away from the watch unfortunately and the watch is currently with my AD.

P.S. I don’t think the forum needs any further pics to see you were wronged and 99% of the members here including the ones posting it’s just watch would feel the same if it was their watch in question.

[xrole]

Originally Posted by koobitz

Good news!

My latest email to their president seems to have turned things around. The president actually responded and advised me that my situation was their top priority. I was since contacted by their director of brand development and advised that they are leaning towards replacing the watch in its entirety. I will have a followup call with them this afternoon before we reach a final decision but this is looking much better already.

The options I had laid out were:

1. Replace the watch entirely
2. Replace the case of the watch and the case back
3. Make this up to me somehow perhaps through a specific future allocation

Although a 116500LN white dial would be nice, I think I can live without it as ultimately I just wanted my watch back in the condition it was originally in.

Option 3 should be thrown in only as an apology after either option 1 or 2 has been performed. To even think they should do option 3 without either 1 or 2 would be just lunacy.

Glad you got this sorted out, I know from experience that situuations like this can be resolved with calm persistence and a will to go as high up the food chain as needed to get the situation the attention it needs. Looking forward to reading about the resolution. :)

[Robtayham]

OP, I’m not even sure why you’re asking for advice. They damaged your watch, tell them to fix it.

The main issue will be when the AD says you scratched the watch. Not them. You really should’ve checked the watch when you picked it up.

[zewill]

Originally Posted by 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

Oh wow didnt notice this was MTL! I've probably done all the ad's!
Would like to know where it was :D

Good post by OP and good discussion with the AD. Subbed to see where this goes.

Seriously, we might be anal about scrateches, but it's not hard to learn how to use the Horofix or Bergeon tweezers. They cost 85$ or 179$, expensive but WORTH it for a store. NO AD should use the bergeon spring bar tools, it works great but 99% leaves marks unless you are super careful and tape everything, and even then.
Actually do we know what tool they used? Looks like they used a pickaxe and a hammer

[JohnGingerwood]

Unbelievable.

[JodyHighroller]

Glad to hear things that things are going well with a possible replacement watch! Please do keep us posted.

Can you feel the scratches on the case back with your finger? They look pretty deep.

[envuks]

Originally Posted by koobitz

Good news!



My latest email to their president seems to have turned things around. The president actually responded and advised me that my situation was their top priority. I was since contacted by their director of brand development and advised that they are leaning towards replacing the watch in its entirety. I will have a followup call with them this afternoon before we reach a final decision but this is looking much better already.



The options I had laid out were:



1. Replace the watch entirely

2. Replace the case of the watch and the case back

3. Make this up to me somehow perhaps through a specific future allocation



Although a 116500LN white dial would be nice, I think I can live without it as ultimately I just wanted my watch back in the condition it was originally in.

This is great news. If they replace the watch, it's a win. I agree with another poster that they should provide you the opportunity to get a SS in demand piece to make up for time and energy (and heartache). However, if they replace the watch you're still in a great place. Stay firm, stay polite, and please continue to keep us posted.

This is the most interesting post on TRF in a long time (IMHO).

Good luck!


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[jinikari01]

Glad to hear management at your AD is taking ownership of their associates' mistake. Hope they replace the entire watch and allocate 116500LN white dial for the trouble and pain this situation has caused. Due to AD's lack of providing basic customer service and honesty.

[lawrence1]

Originally Posted by koobitz

Good news!

My latest email to their president seems to have turned things around. The president actually responded and advised me that my situation was their top priority. I was since contacted by their director of brand development and advised that they are leaning towards replacing the watch in its entirety. I will have a followup call with them this afternoon before we reach a final decision but this is looking much better already.

The options I had laid out were:

1. Replace the watch entirely
2. Replace the case of the watch and the case back
3. Make this up to me somehow perhaps through a specific future allocation

Although a 116500LN white dial would be nice, I think I can live without it as ultimately I just wanted my watch back in the condition it was originally in.

sounds like they'll make it right to you after all! that's great news!

[koobitz]

Originally Posted by JodyHighroller

Glad to hear things that things are going well with a possible replacement watch! Please do keep us posted.

Can you feel the scratches on the case back with your finger? They look pretty deep.

Yes I could which is what really bothered me about potentially having to go the polishing route... the deeper one on the left side of the lug as well as the dent on the case in between the lugs could be felt with fingers.

[Muxi]

Happy ending on this one. Good for you OP!

[TswaneNguni]

If they replace with new they are a firm of integrity .