TRF Please Help - Damage to Brand New 126655 YM

[pbubsy]

Which RSC is this? If they can't even change out a bracelet for a strap without messing your watch up, I definitely dont want them going all Mr. Magoo on my movement!

[2th_doc]

Originally Posted by directioneng

As compensation for damaging an unworn $38000 gold watch when I should be receiving a refund or a replacement?

That is a 2% discount on a second hand watch.

$27,300


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[Andad]

Originally Posted by 2th_doc

$27,300


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I am in Australia.

MSRP $38400.

[89Sem]

This is seriously getting ridiculous!

The statement made by the CSR Supervisor is a joke all in its self. “We are a service department not an AD” No you are not! If you were a service department you would service watches correctly and accordingly not damage them!

“We can polish it for you” is an absolute slap in the face. It is a brand new watch that went in for the simplest of procedures, it wouldn’t and shouldn’t need to be polished if you had competent people working on it.

You are taking a manufacturer’s item to a manufacturer Authorized Service Center but instead it seems like having Joe the oil change specialist from Jiffy Lube rebuilding your Lamborghini V12 in his uncle’s neighbors dimly lit garage, catastrophic engine failure upon start up and the remedy being “that’s my bad, I won’t charge you for parts and let’s call it even”

Please do not accept a subpar solution to their subpar work.

[Bladeshot]

Originally Posted by 037

I'm of the mindset to wait and see what they propose first. Otherwise you might get spun up over nothing.



Have a backup plan in case it's not the news you're expecting.



Good luck.

I like this plan. Let’s see how this unfolds.

As for me, I’d take some form of compensation and move on, wearing the watch. I enjoy a few PM Rolex. I put a good scratch on a YG piece last week.

I do understand that you did not cause this damage. You did all you could to avoid it, even mentioning the prospect of it to the service provider when you dropped it off with them. That does make it sting.

In my view, I am going to ding the watch across time and I don’t get wound up about it, anymore. However, I have always been pretty OCD and, at times in the past, what happened to your watch would destroy me, mentally. Not anymore. I try not to let things bother me that much, anymore. I know we won’t all share that perspective.

I am hoping for an outcome that suits you.

[mgsooner]

Good grief. There’s really no excuse for this. They’re either overloading their existing staff with work to the point they’re being forced to move too quickly or they’re not providing a sufficient level of training. Perhaps a little of both.

[SS Oyster]

Originally Posted by 1665fan

Just wear the watch....if you don’t want scratches don’t do bracelet swaps....

Are you really being serious?

[Jg422]

Meh, just move on with your life. Watches get banged up. Doesn’t matter who makes it or what it’s made out of, and any time anything that requires a tool is done to the watch you run the risk of a mark. If you offered it to someone else I’m sure they’d happily accept it. I wish there were more exciting posts on this forum these days....

90% of the population wouldn’t think to look at the lugs after the service. They would put the watch back on and walk out the door.

Also never in 1000000 years will you get a replacement. It’s not like iPhones.

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[subtona]

Without a doubt the service person is incompetent and should never be allowed to touch a watch again. However, There is ZERO chance you will get a replacement watch for the very small mark on your lug.

[bobabreath]

I don't see the point of demanding a new watch if you're intending to wear it. It's bound to get dinged all over eventually.

[Danny83]

Dallas usually doesn't mess up like that ....

[subtona]

Another thing....

Something that would personally give me a bit of satisfaction is to have the technician come out from behind the curtain and explain exactly what transpired and what compelled the technician to be so careless? Was it incompetence? Was it a lack of proper tools and equipment? Was the service person disgruntled or hungover?

An explanation would serve the watch community...at the very least come out from behind the curtain and apologize for the carelessness.

If the job was too difficult , give it to someone else or simply refuse to do the work.

[Rori]

It’s not a matter of watch owners being picky or not. Some are some are not but in my so humble opinion the one side that can’t be but extremely picky here is Rolex.
How in the world a company like ROLEX, synonym of perfection and precision, accepts employees that are not trained to Rolex’s minimum standards.
This is ROLEX SERVICE CENTER, watchmakers here should be able to mount / unmount a bracelet the same way it is done in Switzerland.

If Rolex accepts a watch leaving the factory with a dent then they and only the. the can accept a Rolex leaving their RSC with a dent. Period.

PS: I wonder, I really do, how Those guys can service a movement and bring it back together if they don’t have the simple know how to change a strap without damaging a watch case!

Originally Posted by JodyHighroller

Hi everyone,

I took delivery of my brand new 126655 two days ago and couldn’t be happier. I had the Oysterflex bracelet swapped out today at the RSC and it seemed to fit excellent! Before I signed the form confirming pick up, I did an overall inspection as it’s the responsible thing to do, but unfortunately found lug damage on the 6 o’clock left lug. This looks like classic spring bar damage to me. What do you all think?

I spoke to the CSR supervisor and we concluded the damage was done during the bracelet swap. I have many clear photos showing a flawless example prior to drop off today. She said they can polish it, but I told her no, I haven’t even worn it and it still has the stickers on it. I shouldn’t have to have my brand new watch’s material removed because of a beginner’s mistake.

She mentioned they’re a service center and not a dealer so they can’t supply a new watch, but she will meet with the service manager tomorrow morning and call me. I said I’m sure you’ve seen this in the past, what remedies have been given? She said we would normally comp your bracelet charges if there were any, and give you a voucher for a future service. I said those are unacceptable given the circumstances. I think a brand new watch is in order. What do you all think? I know no one is perfect and these can happen, but I think it’s their responsibility to step up to the plate and cover for an employee’s accidental mishap.

Not to mention, I told the CSR before dropping it off to please mind the lugs given the other threads I’ve seen on here with OF swaps going wrong.

[joli160]

On the blown up picture you can hardly see it, in real life probably very minor.
It would piss me off for a few seconds but that would be it

[JodyHighroller]

The RSC just phoned me saying they have laser welding capabilities on site and would like to try this approach. This would be my first experience with laser welding.. I told them to let me think about it for a bit. I’m going to stop in and review everything in person since I work around the corner.

[ArtNouveau]

Weird. Third thread in the last couple of weeks about an RSC changing out an Oysterflex and two of them result in damage. This particular one is very tiny, I think I'd take the coupon for a free service and be done.
During the same period I had acquired the parts needed to put an Oysterflex and Smarty endlinks on my 116500. I did not get these from my AD and they told me they could not/would not work on it. I also bought the necessary tools to do it myself but at the 11th hour a friend who has more experience than me offered to do it. No scratches, quick and easy he said. It was a little big for me so my source traded one of the blades and the process was repeated and still no scratches. I know steel is harder than gold but my experience tells me it's not that hard of a task.

[IndianRider]

Demand a new watch.

[IndianRider]

I understand watches are going to get dinged if you wear them. But you want to be the one making the dings. Rolex cases are made from a single block of metal, and laser welding will be adding foreign metal to the piece so you can still tell that it’s not the original case metal. Mind you for something this small, it doesn’t matter. However, this should be a simple swap for Rolex. Buying a Rolex is largely psychological, and for your peace of mind, they should give you a new piece. And this foolishness about case damage is a risk of swapping the bracelet is nonsense. Big companies like Rolex should be skilled in a simple procedure like that without causing any damage. So while it’s a minor ding and you’ll get many, you paid a lot for this new piece and you should have a pristine watch to enjoy as a new purchase. Swap it out man, it’s the principle that matters.

[mgsooner]

The thing that gets me is where the damage is. First it's on the front of the lug, not the back. Second, look at where it is in relation to where the springbar actually inserts. How do you accomplish that unless you're being extraordinarily reckless?

[rmlovett1]

New watch, taken to what I would consider the most trusted, knowledgeable place to do the bracelet swap...comes out damaged (on TOP of lug no less)....absolutely unacceptable IMO. I would be pissed!
They suggest letting it be laser welded...maybe an ok solution but...I’d be leery after the first debacle. I’d reluctantly go ahead and let them do it, with a solution given to you beforehand if you’re unsatisfied with the end result!

[ec00421]

Demand both laser weld + free service coupon.

[Max7857]

Originally Posted by JodyHighroller

The RSC just phoned me saying they have laser welding capabilities on site and would like to try this approach. This would be my first experience with laser welding.. I told them to let me think about it for a bit. I’m going to stop in and review everything in person since I work around the corner.

If you decide to go this route have them put in writing what your options are if you are not satisfied with the laser weld repair. Can you get a new watch, a new case, or are you stuck with the repair and they have officially washed their hands of the problem. I would be crystal clear of all this before I agreed to let them do anything. Good luck.

[NachoNeal]

The scratch indicated, appears to be quite minor. So I'd probably be fine with any reasonable offer of compensation. And from the photo presented, there appears to be other little marks, right adjacent to the scratch indicated, so i'm not sure what's up with that.

[HONDABBQ]

Originally Posted by Max7857

If you decide to go this route have them put in writing what your options are if you are not satisfied with the laser weld repair. Can you get a new watch, a new case, or are you stuck with the repair and they have officially washed their hands of the problem. I would be crystal clear of all this before I agreed to let them do anything. Good luck.

Exactly what I was going to post.

[jinikari01]

OP sorry that this happened to you and your brand new watch.
Which RSC is this?

P.S I would ask for a new case.

[subtona]

Originally Posted by JodyHighroller

The RSC just phoned me saying they have laser welding capabilities on site and would like to try this approach. This would be my first experience with laser welding.. I told them to let me think about it for a bit. I’m going to stop in and review everything in person since I work around the corner.

Laser welding will requiring polishing.
Metal is added to excess and then polished to the desired height and shape.
That effort will not be isolated to the spring bar mark, it will extend beyond it in both directions.
Who is trustworthy enough in that shop to do such work if they weren’t even capable of attaching a springbar correctly.

Wouldn’t do it.

[t65tampa]

It's a shame and annoying that this would happen. I agree with the other person that posted about taking a free major service (whenever that might be) as compensation for the scratch. You're going to scratch and bang that watch up when you wear it. That's inevitable, whether it's stainless steel or gold. Enjoy the hell out of your new watch and know that in many years down the road, you'll be able to get an RSC to refresh your watch to almost like new at no cost to you!

[Irydium]

Scratches I could probably live with but not a dent on a brand new watch. Especially it being on the 6 o'clock side left lug facing you all the time.

OP would you be able to ask RSC to show you a sample of the quality of their laser welding work? Like ask them to show where it was damaged and the fixed area. If you are satisfied with the sample work then go ahead with the laser welding but insist that the work has to be the same quality as the sample.

Also see if you can get the free service, since fixing the ding should be the least they should do.

Hope it works out for you, as I don't think they would offer a new watch.

[watchwatcher]

Originally Posted by Richris1

New watch, taken to what I would consider the most trusted, knowledgeable place to do the bracelet swap...comes out damaged (on TOP of lug no less)....absolutely unacceptable IMO. I would be pissed!
They suggest letting it be laser welded...maybe an ok solution but...I’d be leery after the first debacle. I’d reluctantly go ahead and let them do it, with a solution given to you beforehand if you’re unsatisfied with the end result!

Originally Posted by Max7857

If you decide to go this route have them put in writing what your options are if you are not satisfied with the laser weld repair. Can you get a new watch, a new case, or are you stuck with the repair and they have officially washed their hands of the problem. I would be crystal clear of all this before I agreed to let them do anything. Good luck.

Yep, my thoughts exactly.

[marcusp23]

Crazy. Either they fix it so it looks like new (you get to decide after it’s done) or they find you a new one.

If they think it is not that big of a deal, they should be willing to take it back and sell it 2nd hand - we’ll see if they can get 100 cents on the dollar for it.