Faulty Brand New DJ41

[R G]

Hello,

My wife bought me a Datejust 41 just over a week ago - not worn it yet and still fully stickered.

Popped it out of its box today and was admiring it when I noticed under bright light that there seems to be a faulty dial.

It’s a silver sunburst type dial and it looks like one of the lines that make up the sundial effect is either raised more or indented more than the others.

On first glimpse it looks like the glass is scratched underneath or something but I’m certain it’s the dial.

Clearly, I will contact the AD tomorrow and tell them I’m not happy, but where does this leave me? It’s a brand new unworn watch!!

Can I return it and ask for a new one/refund??

I’m stressing.

[David5807]

Given the fact that the stickers are still on it then you might be able to return it depending on how much of a fuss you make but more likely than not your AD will send your watch to the RSC to have it looked at and fixed if deemed necessary. Also, post pictures.

[R G]

Originally Posted by David5807

Given the fact that the stickers are still on it then you might be able to return it depending on how much of a fuss you make but more likely than not your AD will send your watch to the RSC to have it looked at and fixed if deemed necessary. Also, post pictures.

Surely they’ll have to exchange it!?! I’ve not even worn it yet!

[Heff]

Originally Posted by R G

Surely they’ll have to exchange it!?! I’ve not even worn it yet!

Why would they exchange it? They will probably send it in to be fixed. It’s been purchased, the warranty is already activated.


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[tyler1980]

Originally Posted by R G

Surely they’ll have to exchange it!?! I’ve not even worn it yet!

look up the return policy. Generally if its unworn and in the same condition it left in you do have some return rights. I would insist on that vs a fix.

If it was un-stickered then thats when it gets a bit tricky.

[David5807]

I would take both pieces of advice given above and prepare yourself for the worst. AD's can be real jerks when it comes to situations like these.

[tyler1980]

Originally Posted by Heff

Why would they exchange it? They will probably send it in to be fixed. It’s been purchased, the warranty is already activated.


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a warranty can be re issued in the event of a return. Its a hassle and some AD's hold warranty cards until the end of the return period to avoid just that issue... 7 days, 30 days, or whatever it is.

[Devildog]

Originally Posted by Heff

Why would they exchange it? They will probably send it in to be fixed. It’s been purchased, the warranty is already activated.


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UK consumer law on faulty goods. If it’s deemed faulty it can be returned

It’s not a warranty issue



Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.

But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later).

After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement - including electrical faulty goods.

[GMT Aviator]

They may be forced to replace the dial by sending back to RSC. It will come back perfect but you have to decide if that course of action to resolve the problem is satisfactory for you or not. I understand it puts a dampener on the unblemished perfection of being gifted a new watch but considering you will likely have it a lifetime, I’d be tempted just to let them put it right even if it means a trip to RSC for a few weeks.

[R G]

Originally Posted by Heff

Why would they exchange it? They will probably send it in to be fixed. It’s been purchased, the warranty is already activated.


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Ok. For a minute put yourself in my position.

You purchase a watch. Don’t wear it. Take it out of the box, stickered and unworn.

Watch is clearly faulty and has to get repaired, before even wearing it.

Is that fair?

That’s why they would exchange it.

[Rocket launcher]

Faulty goods return ..

[Devildog]

Originally Posted by R G

Ok. For a minute out yourself in my position.

You purchase a watch. Don’t wear it. Take it out of the box, stickered and unworn.

Watch is clearly faulty and has to get repaired, before even wearing it.

Is that fair?

That’s why they would exchange it.

Absolutely. See my post above

[JacksonStone]

Originally Posted by R G

Ok. For a minute put yourself in my position.

You purchase a watch. Don’t wear it. Take it out of the box, stickered and unworn.

Watch is clearly faulty and has to get repaired, before even wearing it.

Is that fair?

That’s why they would exchange it.

You raise good points on "moral" grounds, but if you can't persuade the AD on those grounds, then it comes down to what's legally required. According to Devildog, the law is on your side. You might want to do a little research on UK warranty law in advance, and have it in your back pocket in case the AD proves unwilling to go along with your request.

Good luck.

[Jack T]

I understand your sentiments, but if they replace the dial, it's as good as brand new/factory fresh. Maybe it isn't the same unboxing experience, but the watch will be every bit as good.

By the way, before returning it, give it a very thorough going over, see if there are any other imperfections or blemishes. And do it soon!!

[|404|]

If you're from the uk you're fine.

Take back, ask for a refund. You are entitled to a refund, a repair, a replacement. And the key part of the law is "OF YOUR CHOOSING". ie, you choose.

If the goods are older than 6 months old the onus is on you to prove that the goods were damaged. But younger than 6 months it's quite clear cut.

Go get your refund and upset the AD. But it isn't right at the end of the day.

[David5807]

Originally Posted by Heff

Why would they exchange it? They will probably send it in to be fixed. It’s been purchased, the warranty is already activated.


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Originally Posted by tyler1980

look up the return policy. Generally if its unworn and in the same condition it left in you do have some return rights. I would insist on that vs a fix.

If it was un-stickered then thats when it gets a bit tricky.

Originally Posted by JacksonStone

You raise good points on "moral" grounds, but if you can't persuade the AD on those grounds, then it comes down to what's legally required. According to Devildog, the law is on your side. You might want to do a little research on UK warranty law in advance, and have it in your back pocket in case the AD proves unwilling to go along with your request.

Good luck.

Originally Posted by R G

Ok. For a minute put yourself in my position.

You purchase a watch. Don’t wear it. Take it out of the box, stickered and unworn.

Watch is clearly faulty and has to get repaired, before even wearing it.

Is that fair?

That’s why they would exchange it.

OP, I completely understand where you are coming from. Believe it not this same thing happened to me and I know it's not fair and screwed up. However, it sounds like you have your country's laws on your side here so reference them while speaking to your AD and stand your ground. To be honest, I would personally only settle for an exchange or return in this situation.

[Mr. Superlative]

The AD usually has a 14-day Return Policy, so you should be fine to return. If they don't have another one, they will likely give you a choice of Repair, or Refund.

Provided they are a reputable dealer, they should not give you too much hassle. Keep us posted and good luck.

Personally, if it were me, I wouldn't want it repaired as it's brand new. I'd want a replacement or full refund. If the latter, put it down to experience, and go shopping again elsewhere.

[Heff]

Originally Posted by R G

Ok. For a minute put yourself in my position.

You purchase a watch. Don’t wear it. Take it out of the box, stickered and unworn.

Watch is clearly faulty and has to get repaired, before even wearing it.

Is that fair?

That’s why they would exchange it.

Faulty though? Faulty means that it is not operating within the specified parameters. Faulty to me means that the item is not working. A cosmetic issue that honestly should have been identified before leaving the store isn’t faulty in my opinion.


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[R G]

I’m really stressing.

Problem also is that it’s only in certain lights.

Makes it even more difficult for me.

[beshannon]

Is there a sticker over the crystal?

[R G]

Originally Posted by Heff

Faulty though? Faulty means that it is not operating within the specified parameters. Faulty to me means that the item is not working. A cosmetic issue that honestly should have been identified before leaving the store isn’t faulty in my opinion.


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As per my last post - you have to be in certain lighting, hence not noticing it.

I sat there studying it, went for a coffee, came back and studied it some more and then purchased it.

I won’t bother reasoning with you - you’re not getting my point.

[R G]

Originally Posted by beshannon

Is there a sticker over the crystal?

Nope.

[DonBateman]

If you buy something and it is not right, you can return or exchange it. I don't care what they say.

[peterpl]

LOL - I was talking about this EXACT issue with Rolex sunburst dials. I have seen 100s suffer this exact same thing in all types of colors and on only Sunburst dials.

I personally have had RSC replace 2 dials for me in my RG Skydweller and a DD40 because of this exact same issue.

If you search other people also have complained about the sunburst imperfections on Rolex dials which make it look like a scratch which obviously yours is of a very serious nature.

I would demand a replacement with that. Its ALOT worse than my ones and RSC replaced mine no questions asked and apologised for the QC.

I wonder sometimes how these get through QC. Problem is these lines are only visible in certain light right? In other light or in the way the sunlight hits the dial. In other angles it looks perfect?

[Heff]

Originally Posted by R G

As per my last post - you have to be in certain lighting.

I won’t bother reasoning with you - you’re not getting my point.

I get your point, and I hope they replace it for you. I would want it replaced as well, but I would expect and accept them sending it in for repair rather than replacement.

OP, don’t be upset by people voicing opinions other than your own. I was merely stating that I wouldn’t expect to get a replacement, and that you and I have different definitions of the word faulty.


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[|404|]

Originally Posted by Heff

Faulty though? Faulty means that it is not operating within the specified parameters. Faulty to me means that the item is not working. A cosmetic issue that honestly should have been identified before leaving the store isn’t faulty in my opinion.


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Well fortunately here in the UK we're sensible in this regard. If its not perfect. It isn't right. You can get a refund..

I've returned goods for the tiniest defects ever. I'm not putting up with a manufacturing defect that your QC didn't spot. That's not my fault. That is the manufacturers and your own QC department.

In the UK we have a definition of FIT FOR PURPOSE. Now I would say a Rolex is a luxury good... as an aesthetic item, since a Casio tells the time just as accurately if not more so. Therefore the looks do matter, therefore the watch is defective, not fit for purpose.

[peterpl]

Bro!! I have had the EXACT same issue with you on numerous pieces. I bet there are heaps of guys on here actually Ive seen wristshots that clearly show imperfections on fellow members dials like this.

I just havent said anything to them as I dont want to ruin their pleasure if they havent seen it.

[R G]

Originally Posted by peterpl

LOL - I was talking about this EXACT issue with Rolex sunburst dials. I have seen 100s suffer this exact same thing in all types of colors and on only Sunburst dials.

I personally have had RSC replace 2 dials for me in my RG Skydweller and a DD40 because of this exact same issue.

If you search other people also have complained about the sunburst imperfections on Rolex dials which make it look like a scratch which obviously yours is of a very serious nature.

I would demand a replacement with that. Its ALOT worse than my ones and RSC replaced mine no questions asked and apologised for the QC.

I wont sometimes how these get through QC. Problem is these lines are only visible in certain light right? In other light or in the way the sunlight hits the dial. In other angles it looks perfect?

Yes. Exactly. And this worries me because the lighting at the AD may not pick it up.

[EDL7]

Return... or a good discount..

[R G]

Originally Posted by Heff

I get your point, and I hope they replace it for you. I would want it replaced as well, but I would expect and accept them sending it in for repair rather than replacement.

OP, don’t be upset by people voicing opinions other than your own. I was merely stating that I wouldn’t expect to get a replacement, and that you and I have different definitions of the word faulty.


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Sorry. I’m am stressing and you didn’t agree so I shouldn’t aim my worry and stress at you.

I asked for opinion and you gave yours. Fair enough.