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koobitz · 27 August 2019, 10:52 AM

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

27 August 2019, 10:52 AM	#99
koobitz "TRF" Member Join Date: Jun 2019 Location: Canada Posts: 92	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