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kkroyal · 25 June 2010, 12:44 AM

I was inspected my one week old DSSD with a magnifier and found to my shock the bracelet screws were gnarled and scratched on the link ends from the AD adjusting it. I called Rolex they said to bring it in, didn’t want to go back to the AD - not to be trusted. Was this the best approach or should I have went back to the AD? Hope to do this next week not sure what they will do to remedy this situation.

KK

kilyung · 25 June 2010, 01:07 AM

Sounds like the AD used the wrong size screw driver.

BarkMaster · 25 June 2010, 01:10 AM

Give the AD a chance to remedy it.

dinan545bmw · 25 June 2010, 02:05 AM

Sorry about your unfortunate situation. If it were me, I would take the watch back to the AD, show him what they did and hold him accountable for rectifying the issue. How else will they ever learn and improve upon their customer service and support?? Besides, feedback, whether positive or negative, as ALWAYS a gift.

If they are responsible, have high integrity and are reputable, your AD will address the issue professionally and competently. I'm sure they will right your situation and apologize for the mishap on their part. After all, they should value you as an esteemed client.

Who knows, maybe they might throw in a free complimentary Rolex gift to smoothen things over for you?? Best of luck to you. Hope this issue gets resolves satisfactorily very soon.

BEST REGARDS

springbar · 25 June 2010, 02:07 AM

Quote:

Originally Posted by 777

Give the AD a chance to remedy it.

Why? We go to the trouble of having ADs adjust our bracelets for us, rather than do it ourselves, for one single reason: because they have (or are supposed to have) the correct tools and know-how to do it without damaging the watch.

These guys failed at literally the most basic task in watch repair. Stay away.

BDSmith · 25 June 2010, 02:14 AM

If they couldn't do it right the first time, I wouldn't let them have a 2nd chance at it.

Quicksilver · 25 June 2010, 02:17 AM

If you don't trust the dealer then you are right to take it to Rolex. You can rest assured that they will put it right free of charge.

George Ab · 25 June 2010, 02:22 AM

Quote:

Originally Posted by springbar

Why? We go to the trouble of having ADs adjust our bracelets for us, rather than do it ourselves, for one single reason: because they have (or are supposed to have) the correct tools and know-how to do it without damaging the watch.

These guys failed at literally the most basic task in watch repair. Stay away.

One reason why is so they don't futz up other people's watches. It is the responsible thing to do, and proivides the opportunity for AD to make it right.

springbar · 25 June 2010, 02:34 AM

Quote:

Originally Posted by George Ab

One reason why is so they don't futz up other people's watches. It is the responsible thing to do, and proivides the opportunity for AD to make it right.

I'm all for the OP complaining to the AD. But if anything, knowing that they won't be getting a second chance will provide a greater incentive not to "futz up" the next guy's watch.

He does not, however, owe them another opportunity to practice basic watch repair with his new Rolex.

sakuraba · 25 June 2010, 02:40 AM

I wouldn't go to the same AD either.

I wouldn't take a chance with their incompetence with my watch again.

NorthernPike · 25 June 2010, 03:07 AM

Please tell us which AD.

BarkMaster · 25 June 2010, 03:12 AM

Quote:

Originally Posted by springbar

Why? We go to the trouble of having ADs adjust our bracelets for us, rather than do it ourselves, for one single reason: because they have (or are supposed to have) the correct tools and know-how to do it without damaging the watch.

These guys failed at literally the most basic task in watch repair. Stay away.

If nothing else, to insure that the management knows what happened and can take measures to insure it doesn't again.

Sometimes a second chance can prove fruitful. If not, then yes... steer clear and advise others.

jekuo · 25 June 2010, 04:36 AM

I've had many ADs scratch links and mangle screwheads in the past, so now I tell them to leave it alone and do any adjusting myself.

cody p · 25 June 2010, 04:39 AM

i'd need to see some pics before i weigh in. one man's horror is another man's serenity.

chris russell · 25 June 2010, 07:04 AM

ham-fisted clods. They would only muck it up worse that it already is. Trust me on this.

dcvelo · 25 June 2010, 07:22 AM

I would get new screws from the AD or Rolex, and do it myself, it should not be too hard as long as you have the correct tools.
Good luck!
Cheers!

GregWormald · 25 June 2010, 10:27 PM

I've told this story elsewhere, but here seems appropriate.

A number of years ago I took my red Submariner Date into the local AD to have a basic adjustment and oil done. They scratched the dial and installed the pearl upside down (from the back of the bezel!!). When I took it back to them and complained, they said it wasn't them that scratched the dial (yeah, like I disassembled it myself!), and that was the way the pearl was supposed to be.

Rolex was not impressed and made the watch like new--except the red dial was replaced with a white one--and de-registered the dealer!

Go to Rolex before the AD f*cks it completely.

Greg

tgoose1 · 26 June 2010, 06:53 AM

An easy remedy if we're just talking about replacing bracelet screws is to have your local AD review it. Speak with the manager about your concerns and have his best technician perform the task in front of you to your satisfaction. Most reasonable AD's will have no problem with this. Sending your watch through the mail to have screws replaced risks far more damage than allowing the AD to fix something that a salesperson probably damaged in the first place. Good luck.

25 June 2010, 12:44 AM	#1
kkroyal Member Join Date: Jun 2010 Real Name: Kevin Location: Ontario Canada Watch: DSSD Posts: 33	DSSD poor handling... I was inspected my one week old DSSD with a magnifier and found to my shock the bracelet screws were gnarled and scratched on the link ends from the AD adjusting it. I called Rolex they said to bring it in, didn’t want to go back to the AD - not to be trusted. Was this the best approach or should I have went back to the AD? Hope to do this next week not sure what they will do to remedy this situation. KK

25 June 2010, 01:10 AM	#3
BarkMaster "TRF" Member Join Date: Jul 2009 Location: Texas Watch: 18078 YG DD Posts: 7,962	Give the AD a chance to remedy it. __________________ BARK BARK BARK BARK BARK BARK BARK BARK BARK BARK BARK BARK

25 June 2010, 02:17 AM	#7
Quicksilver "TRF" Member Join Date: Jul 2008 Real Name: David Location: London+Guangzhou Watch: ing watches Posts: 2,603	If you don't trust the dealer then you are right to take it to Rolex. You can rest assured that they will put it right free of charge. __________________ Rolex Sea Dweller 116600, GMT Master II 16710 (Pepsi) and 116710 BLNR, Daytona 116500LN, Submariner 14060M.

25 June 2010, 02:40 AM	#10
sakuraba "TRF" Member Join Date: May 2009 Real Name: Jib Location: SJ, California Watch: sun dial Posts: 8,189	I wouldn't go to the same AD either. I wouldn't take a chance with their incompetence with my watch again. __________________ F 14000 AirKing black F 16710 GMT Pepsi F 16570 Explorer II white T 16600 SD D 16610 LV "fine quality is remembered long after the pain of spending money" -Steve Mulholland

25 June 2010, 07:04 AM	#15
chris russell Banned Join Date: Oct 2008 Location: Peterborough, ON Watch: your mouth. Posts: 1,023	The screws will need to be replaced. Do NOT let the AD touch it. They are obviously ham-fisted clods. They would only muck it up worse that it already is. Trust me on this.

25 June 2010, 01:07 AM	#2
kilyung "TRF" Member Join Date: Jul 2009 Location: Cave Watch: Sundial Posts: 33,950	Sounds like the AD used the wrong size screw driver.

25 June 2010, 02:05 AM	#4
dinan545bmw Member Join Date: Jun 2008 Location: San Francisco, CA Posts: 365	Sorry about your unfortunate situation. If it were me, I would take the watch back to the AD, show him what they did and hold him accountable for rectifying the issue. How else will they ever learn and improve upon their customer service and support?? Besides, feedback, whether positive or negative, as ALWAYS a gift. If they are responsible, have high integrity and are reputable, your AD will address the issue professionally and competently. I'm sure they will right your situation and apologize for the mishap on their part. After all, they should value you as an esteemed client. Who knows, maybe they might throw in a free complimentary Rolex gift to smoothen things over for you?? Best of luck to you. Hope this issue gets resolves satisfactorily very soon. BEST REGARDS

25 June 2010, 02:14 AM	#6
BDSmith Member Join Date: Jun 2010 Real Name: Brett Location: Southern Pines NC Posts: 24	If they couldn't do it right the first time, I wouldn't let them have a 2nd chance at it.

25 June 2010, 03:07 AM	#11
NorthernPike "TRF" Member Join Date: Feb 2010 Location: Ontario, Canada Watch: LV, 1949 Everest Posts: 464	Please tell us which AD.

25 June 2010, 04:36 AM	#13
jekuo Member Join Date: Mar 2010 Real Name: James Location: SoCal Watch: 16710B-M Series Posts: 288	I've had many ADs scratch links and mangle screwheads in the past, so now I tell them to leave it alone and do any adjusting myself.

25 June 2010, 04:39 AM	#14
cody p "TRF" Member Join Date: Jun 2008 Location: Canada Watch: Air-King 114200 Posts: 2,878	i'd need to see some pics before i weigh in. one man's horror is another man's serenity.

25 June 2010, 07:22 AM	#16
dcvelo Banned Join Date: Apr 2008 Location: Washington, DC Posts: 189	I would get new screws from the AD or Rolex, and do it myself, it should not be too hard as long as you have the correct tools. Good luck! Cheers!

25 June 2010, 10:27 PM	#17
GregWormald Member Join Date: Jun 2010 Location: Adelaide Posts: 67	I've told this story elsewhere, but here seems appropriate. A number of years ago I took my red Submariner Date into the local AD to have a basic adjustment and oil done. They scratched the dial and installed the pearl upside down (from the back of the bezel!!). When I took it back to them and complained, they said it wasn't them that scratched the dial (yeah, like I disassembled it myself!), and that was the way the pearl was supposed to be. Rolex was not impressed and made the watch like new--except the red dial was replaced with a white one--and de-registered the dealer! Go to Rolex before the AD f*cks it completely. Greg

26 June 2010, 06:53 AM	#18
tgoose1 "TRF" Member Join Date: May 2009 Location: Louisiana Watch: Rolex Submariner Posts: 668	An easy remedy if we're just talking about replacing bracelet screws is to have your local AD review it. Speak with the manager about your concerns and have his best technician perform the task in front of you to your satisfaction. Most reasonable AD's will have no problem with this. Sending your watch through the mail to have screws replaced risks far more damage than allowing the AD to fix something that a salesperson probably damaged in the first place. Good luck.

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