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IR201 · 28 July 2023, 02:45 AM

While adjusting my Pelagos, I accidentally damaged the screws on some links.

I decided it was best to take it to the Rolex Service Center. The staff there were friendly and helped me resize it properly.

I asked if I could get replacement screws for those I damaged (I was happy to pay for them if needed).

I was then told no, they couldn't give me any new screws for removed links - you know, the ones they just removed...

I questioned the sense of this and said wait, what if I asked to add the links back to my watch, could I get new screws then?

They said yes to this - they'd have to reattach the links and any further resizing would depend on the 'watchmaker's discretion'...

So basically, it seems my choices were to either have replaced screws or a sized bracelet, but not both.

I couldn't help but feel a bit puzzled by this.

Should a replacement part be determined by a customer's wrist size instead of the full set of what they initially purchased (and have in their possession)?

They ultimately ordered the screws for me because I said I'll add the links back.

It remains to be seen what kind of mood the watchmaker is in the day I pick them up, and whether I'll have to go elsewhere for sizing...

UPDATE

I followed up with RSC customer service and they've since reached out with a common sense solution.

I think my situation fell into a gray area where it triggered a policy that is meant to guard against something else (i.e. people trying to buy loose replacement parts), but didn't make sense for my particular situation.

Have to say, I'm really impressed with how quickly and professionally RSC handled it.

geoffreyis · 28 July 2023, 03:15 AM

Ask your AD for screws. I’ve asked before and gotten them without questions

IR201 · 28 July 2023, 03:17 AM

Alright, update.

I followed up with RSC customer service and they've since reached out with a common sense solution.

I think my situation fell into a gray area where it triggered a policy that is meant to guard against something else (i.e. people trying to buy loose replacement parts), but didn't make sense for my particular situation.

Have to say, I'm really impressed with how quickly and professionally RSC handled it.

dannyp · 28 July 2023, 03:29 AM

Probably a policy that makes a lot of sense on PM models, where extra intact links go for hundreds each (or more). Hence why a couple links often missing when buying those on secondary market.

SS Oyster · 28 July 2023, 03:32 AM

I have always found RSC to be professional and responsive. Took brand new OF Daytona in to them asking for them to replace OF bands that came with the watch with ones that fit my wrist since I had just bought it and keep the originals that were untouched. That became a policy discussion on cost, but in the end they did it for free.

Sent from my iPhone using Tapatalk

enjoythemusic · 28 July 2023, 04:02 AM

All is well that ends well. Yeah, sometimes weird grey areas happen, and obviously why human common sense prevails.

Calatrava r · 28 July 2023, 04:13 AM

Did you tell us what the commonsense solution was? I am assuming they replaced the damaged screws. They usually keep all damaged parts anyway, so it should not have made any difference.

IR201 · 28 July 2023, 04:28 AM

Quote:

Originally Posted by Calatrava r

Did you tell us what the commonsense solution was? I am assuming they replaced the damaged screws. They usually keep all damaged parts anyway, so it should not have made any difference.

Yeah, I need to bring the watch and the removed link back (so they are not giving a loose part), and they'll replace the screw on the removed link without putting the link back into the watch.

m j b · 28 July 2023, 04:31 AM

This entire thread makes absolutely no sense to me whatsoever.

NachoNeal · 28 July 2023, 05:18 AM

Quote:

Originally Posted by IR201

Yeah, I need to bring the watch and the removed link back (so they are not giving a loose part), and they'll replace the screw on the removed link without putting the link back into the watch.

And here I was thinking that they were just little, stupid screws that no one would care about.

IR201 · 28 July 2023, 05:28 AM

Quote:

Originally Posted by NachoNeal

And here I was thinking that they were just little, stupid screws that no one would care about.

Sent from my iPhone using Tapatalk

JSCP · 28 July 2023, 12:02 PM

what a dilemma

IR201 · 29 July 2023, 04:44 AM

Quote:

Originally Posted by JSCP

what a dilemma

Apologies it doesn't rival the usual matters of consequence on here, like what color bezel for a sub

brandrea · 29 July 2023, 04:48 AM

Quote:

Originally Posted by m j b

This entire thread makes absolutely no sense to me whatsoever.

I had to read it a few times

Keep trying

IR201 · 29 July 2023, 04:54 AM

Quote:

Originally Posted by brandrea

I had to read it a few times

Keep trying

Lol sorry Brian (and all). The sad part is I actually tried my best. In my defense I think part of the challenge was that the situation itself made no sense!

brandrea · 29 July 2023, 05:23 AM

Quote:

Originally Posted by IR201

Lol sorry Brian (and all). The sad part is I actually tried my best. In my defense I think part of the challenge was that the situation itself made no sense!

Sent from my SM-G960W using Tapatalk

Normunds · 29 July 2023, 06:21 AM

Quote:

Originally Posted by m j b

This entire thread makes absolutely no sense to me whatsoever.

It’s simple- someone bought watch, effd up bracelet screws, asked rsc to replace them, they said no.

28 July 2023, 02:45 AM	#1
IR201 "TRF" Member Join Date: Oct 2018 Location: New York Posts: 2,100	Help me understand this RSC experience While adjusting my Pelagos, I accidentally damaged the screws on some links. I decided it was best to take it to the Rolex Service Center. The staff there were friendly and helped me resize it properly. I asked if I could get replacement screws for those I damaged (I was happy to pay for them if needed). I was then told no, they couldn't give me any new screws for removed links - you know, the ones they just removed... I questioned the sense of this and said wait, what if I asked to add the links back to my watch, could I get new screws then? They said yes to this - they'd have to reattach the links and any further resizing would depend on the 'watchmaker's discretion'... So basically, it seems my choices were to either have replaced screws or a sized bracelet, but not both. I couldn't help but feel a bit puzzled by this. Should a replacement part be determined by a customer's wrist size instead of the full set of what they initially purchased (and have in their possession)? They ultimately ordered the screws for me because I said I'll add the links back. It remains to be seen what kind of mood the watchmaker is in the day I pick them up, and whether I'll have to go elsewhere for sizing... UPDATE I followed up with RSC customer service and they've since reached out with a common sense solution. I think my situation fell into a gray area where it triggered a policy that is meant to guard against something else (i.e. people trying to buy loose replacement parts), but didn't make sense for my particular situation. Have to say, I'm really impressed with how quickly and professionally RSC handled it. Last edited by IR201; 28 July 2023 at 03:17 AM.. Reason: Update

28 July 2023, 04:02 AM	#6
enjoythemusic 2024 Pledge Member Join Date: Nov 2012 Real Name: Steven Location: Glocal Posts: 19,725	All is well that ends well. Yeah, sometimes weird grey areas happen, and obviously why human common sense prevails. __________________ __________________ “Life should not be a journey to the grave with the intention of arriving safely in a pretty and well preserved body, but rather to skid in broadside in a cloud of smoke, thoroughly used up, totally worn out, and loudly proclaiming 'Wow! What a Ride!'” -- Hunter S. Thompson Sent from my Etch A Sketch using String Theory.

28 July 2023, 04:31 AM	#9
m j b "TRF" Member Join Date: Mar 2011 Real Name: Michael Location: RTP, NC, USA Watch: ♕& Ω Posts: 5,120	This entire thread makes absolutely no sense to me whatsoever. __________________ Enjoy life - it has an expiration date. Disclaimer: Please note that the avatar is not an accurate representation of how I look. The camera adds 10 pounds...

28 July 2023, 12:02 PM	#12
JSCP "TRF" Member Join Date: Apr 2010 Location: USA Watch: Rolex PM’s/Patek Posts: 2,263	what a dilemma __________________ PP5167a; PP l5153r; PPNautilus 7118r; PP3733-YG; DD40 RG/Sundust-Roman;DD40YG/White/Roman;DD40 WG/Olive;Daytona RG;Sub Black YG; Daytona Panda; Celebration 41; GMT-II’s: Left VTNR; GRNR; Batman; SkyDweller SSJubilee/Black; SUB no-date; Oysterquartz SS; DJ SS 36mm’87; Cartier: Roadster YG;Santos YG; Panther YG; Panther SS; Tank’73 YG, Tank must 2023 ;Tank Americaine YG;BulgariBB38mm/YG

28 July 2023, 03:15 AM	#2
geoffreyis "TRF" Member Join Date: Aug 2012 Location: USA Watch: Cosmograph Daytona Posts: 546	Ask your AD for screws. I’ve asked before and gotten them without questions

28 July 2023, 03:17 AM	#3
IR201 "TRF" Member Join Date: Oct 2018 Location: New York Posts: 2,100	Alright, update. I followed up with RSC customer service and they've since reached out with a common sense solution. I think my situation fell into a gray area where it triggered a policy that is meant to guard against something else (i.e. people trying to buy loose replacement parts), but didn't make sense for my particular situation. Have to say, I'm really impressed with how quickly and professionally RSC handled it.

28 July 2023, 03:29 AM	#4
dannyp Banned Join Date: Aug 2009 Location: usa Posts: 6,765	Probably a policy that makes a lot of sense on PM models, where extra intact links go for hundreds each (or more). Hence why a couple links often missing when buying those on secondary market.

28 July 2023, 03:32 AM	#5
SS Oyster "TRF" Member Join Date: Sep 2008 Location: USA Posts: 8,903	I have always found RSC to be professional and responsive. Took brand new OF Daytona in to them asking for them to replace OF bands that came with the watch with ones that fit my wrist since I had just bought it and keep the originals that were untouched. That became a policy discussion on cost, but in the end they did it for free. Sent from my iPhone using Tapatalk

28 July 2023, 04:13 AM	#7
Calatrava r 2024 Pledge Member Join Date: Mar 2017 Location: United States Watch: Rolex and Patek Posts: 10,707	Did you tell us what the commonsense solution was? I am assuming they replaced the damaged screws. They usually keep all damaged parts anyway, so it should not have made any difference.

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