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Justinsyndicate · 2 October 2012, 01:34 AM

Hi all. 45 minutes after leaving a Panerai AD with a new in the box 112, I noticed a 1mm scratch on the crystal that was not apparent to me before my purchase. Funny how noticeable they become in daylight. Naturally I bought the watch just before Schreve Jewellers closed for the day, so the following day I went in to discuss the matter. The manager was with a client and I was told he would call me that day to discuss, which he did. I was asked to bring the wAtch down a second time and upon doing so the manager inspected the crystal, and heard my argument which was simply that I have never scratched a crystal on any watch and did not knock it on anything in the 45 minutes immediately following my purchase.

The manager phoned me back two days later after an inquiry to Panerai and said I can bring the watch back to be sent to Panerai for a remedy; if this is a replacement crystal or a polishing of the existing one I am not sure. This is my only watch now and I am unwilling to part with it for potentially 6 months after shelling out $5500. Is it unreasonable to ask that they merely order a new crystal on my behalf and have their "Panerai-certified" watch maker install it there for me? Else I have a mind to say to hell with it as I didn't buy the watch to flip it and just call it a lesson learned.

travisb · 2 October 2012, 01:46 AM

If it were me, I'd want a brand new watch. That's a lot of money being spent and everything should be perfect on a new watch. Maybe I'm just picky but that's my opinion.

Travelller · 2 October 2012, 02:09 AM

The problem here is that you walked out the door with it...

When I went to buy my 233, I took my own loupe and inspected it from lug to lug. Actually, it was the fifth unit I looked at (from several local ADs) because the first four had one problem or another - including a scratched Anti-Reflective coating (which, btw, looks like the crystal is scratched...)

I think it's great that the AD is working with you and although the whole thing sucks, if you go in there demanding a replacement, as Travis is suggesting, you may not get the response you're hoping for... .

Personally, I'd chalk it up to bad luck / learning experience and let the AD send it in. Repairing / replacing the crystal means dis-assembly; I would rather leave that to OP. Once the warranty runs out, then I'd have my own local watchmaker make all future services and repairs as the 6497 is a common movement.

Once again, I'm truly sorry that you have to go through this... :( Good luck in any event

p.s. Are you sure it's the crystal itself and not the AR coating? Some people remove the AR coating all together... not that I recommend this.

p_mcgee · 2 October 2012, 02:50 AM

Unless you have a major meltdown in the store its unlikely they'll give you a new one. They probably can't resell it at this point if your name is on the papers.

I'd get it fixed, otherwise every time you look at the watch you are going to get angry all over again & will ultimately flip it. Hopefully they can do it locally.

watchdaddy1 · 2 October 2012, 09:52 AM

Let them send it in to get fixed,your problem here is you walked out the door w/ it ,THEN called so it comes down to proof of WHO scratched it.
You are fortunate they are willing to wrk w/ you. & as p_mcgee said everytime you look down @ it you'll b pissed & that will ruin your purchase spirit.

Justinsyndicate · 2 October 2012, 10:14 AM

Thanks all. I told the manager I accept responsibility for the scratch by walking out of the store with it but pointed out that a scratch like that is impossible to see under diffuse lighting such as in the store. In off-axis light the scratch sticks out like a pimple and virtually all of his customers could have missed this. I appealed to his pride in mentioning watch enthusiasts have been known to shop with loupes but I opted not to do this as not to come off as distrustful. By saying that I wouldn't have to do that in his store, he acknowledged his obligation to sell a flawless or nearly flawless product.

I work as a train conductor around heavy equipment and in 6 years of daily wear have never scratched a crystal. There is no way I did it between my car and the front door to my place in 45 minutes on this PAM.

nauticajoe · 2 October 2012, 10:17 AM

That's total BS!

Good luck. Hope it gets remedied.

2 October 2012, 01:34 AM	#1
Justinsyndicate Banned Join Date: Jul 2012 Location: Portland, OR Posts: 60	New 112 with scratched crystal Hi all. 45 minutes after leaving a Panerai AD with a new in the box 112, I noticed a 1mm scratch on the crystal that was not apparent to me before my purchase. Funny how noticeable they become in daylight. Naturally I bought the watch just before Schreve Jewellers closed for the day, so the following day I went in to discuss the matter. The manager was with a client and I was told he would call me that day to discuss, which he did. I was asked to bring the wAtch down a second time and upon doing so the manager inspected the crystal, and heard my argument which was simply that I have never scratched a crystal on any watch and did not knock it on anything in the 45 minutes immediately following my purchase. The manager phoned me back two days later after an inquiry to Panerai and said I can bring the watch back to be sent to Panerai for a remedy; if this is a replacement crystal or a polishing of the existing one I am not sure. This is my only watch now and I am unwilling to part with it for potentially 6 months after shelling out $5500. Is it unreasonable to ask that they merely order a new crystal on my behalf and have their "Panerai-certified" watch maker install it there for me? Else I have a mind to say to hell with it as I didn't buy the watch to flip it and just call it a lesson learned.

2 October 2012, 01:46 AM	#2
travisb "TRF" Member Join Date: Aug 2009 Real Name: Travis Location: FL / NYC Watch: Yes.. Posts: 33,859	If it were me, I'd want a brand new watch. That's a lot of money being spent and everything should be perfect on a new watch. Maybe I'm just picky but that's my opinion.

2 October 2012, 02:09 AM	#3
Travelller "TRF" Member Join Date: Jul 2012 Location: VIE Watch: my sig. ;) Posts: 3,092	The problem here is that you walked out the door with it... When I went to buy my 233, I took my own loupe and inspected it from lug to lug. Actually, it was the fifth unit I looked at (from several local ADs) because the first four had one problem or another - including a scratched Anti-Reflective coating (which, btw, looks like the crystal is scratched...) I think it's great that the AD is working with you and although the whole thing sucks, if you go in there demanding a replacement, as Travis is suggesting, you may not get the response you're hoping for... . Personally, I'd chalk it up to bad luck / learning experience and let the AD send it in. Repairing / replacing the crystal means dis-assembly; I would rather leave that to OP. Once the warranty runs out, then I'd have my own local watchmaker make all future services and repairs as the 6497 is a common movement. Once again, I'm truly sorry that you have to go through this... :( Good luck in any event p.s. Are you sure it's the crystal itself and not the AR coating? Some people remove the AR coating all together... not that I recommend this.

2 October 2012, 02:50 AM	#4
p_mcgee "TRF" Member Join Date: Oct 2010 Location: Chicago Posts: 2,150	Unless you have a major meltdown in the store its unlikely they'll give you a new one. They probably can't resell it at this point if your name is on the papers. I'd get it fixed, otherwise every time you look at the watch you are going to get angry all over again & will ultimately flip it. Hopefully they can do it locally.

2 October 2012, 09:52 AM	#5
watchdaddy1 Banned Join Date: Sep 2010 Real Name: William Location: Az Watch: strap whore Posts: 1,194	Let them send it in to get fixed,your problem here is you walked out the door w/ it ,THEN called so it comes down to proof of WHO scratched it. You are fortunate they are willing to wrk w/ you. & as p_mcgee said everytime you look down @ it you'll b pissed & that will ruin your purchase spirit.

2 October 2012, 10:14 AM	#6
Justinsyndicate Banned Join Date: Jul 2012 Location: Portland, OR Posts: 60	Thanks all. I told the manager I accept responsibility for the scratch by walking out of the store with it but pointed out that a scratch like that is impossible to see under diffuse lighting such as in the store. In off-axis light the scratch sticks out like a pimple and virtually all of his customers could have missed this. I appealed to his pride in mentioning watch enthusiasts have been known to shop with loupes but I opted not to do this as not to come off as distrustful. By saying that I wouldn't have to do that in his store, he acknowledged his obligation to sell a flawless or nearly flawless product. I work as a train conductor around heavy equipment and in 6 years of daily wear have never scratched a crystal. There is no way I did it between my car and the front door to my place in 45 minutes on this PAM.

2 October 2012, 10:17 AM	#7
nauticajoe "TRF" Member Join Date: Feb 2010 Real Name: Joe Location: PA Posts: 14,774	That's total BS! Good luck. Hope it gets remedied.

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