Quality Issues on new 15400??

[fkim011]

Hi all,

I bought my 15400OR new last month from a trusted source here and have had some issues with it. Nothing major but definitely something unexpected.

1. I had 2 of the octagonal screws come very loose. I had the tools at home to tighten all of them down where I noticed 2 more were starting to come loose.

2. I was wearing the watch yesterday, and the bar that holds my clasp almost fell out. I noticed the little screw to hold the bar and clasp in place had fallen out. Is this normal? I'm glad the bar didn't slide out completely where my watch would of fallen off my wrist. Who knows what could of happened then.

I am hoping the AP Boutique in Beverly Hills can insert the RG screw on site and tighten everything else up.

[kingofthehill]

A troubling report Frank and I think the watch should be properly assessed by AP. With that said - and in the knowledge that I don’t know what tools or experience you have - I would avoid any self-administered corrective action. Best of luck.

[Tmac478]

Yikes! Now I'll have to check mine :-(

[GB-man]

Wow that’s a first. I would let Clearwater give it a once over.

[goog53]

Like Tom said best to send to Clearwater and have them sort it out. They will make it right

[fkim011]

I've never dealt with AP service. So do I contact the AD first to send to Clearwater or contact Clearwater directly?

[2nastie]

You can contact Clearwater directly if you like. I believe they will send you both the box and label to ship it down there.

[GB-man]

Since it's under warranty contact Clearwater and request a shipping kit. They make it very painless.

[OP15]

Like others have said, contact Clearwater directly. Save yourself a trip to Beverly Hills...they'll send you a box to put together and send off.

[HL65]

That is a first for sure. When you say you bought from a trusted source was watch actually brand new? I can’t imagine any screws coming loose. I also would never attempt to touch any of my watches. Send it to Clearwater ASAP.

[brandrea]

It would be nice to see some pictures just to get a better sense of the problems.

Hope you get it sorted out quickly

[Patton250]

I can tell you this if it’s under warranty the people at APSC Clearwater have some of the best customer service I’ve seen anywhere in any industry. They will take extraordinarily good care of you. In fact it’ll be better when you get it back.

[G'ed]

Screw came loose and your tighten it yourself? Immediate issue:
1. Water resistant compromised.
2. Screws are marked. I recall AP doesn’t use normal Philip to operate the screw but custom shaped wood piece (those typical for watchmaking) as not to mark the highly polished screws. That’s how they can detect if the screws are tempered.

On the loose bar on the clasp, I encountered missing pusher on the butterfly clasp for the steel RO. They “fixed” it by using Loctite which I don’t really agree on as the newer batch actually have newer clasp design.

[fkim011]

Originally Posted by HL65

That is a first for sure. When you say you bought from a trusted source was watch actually brand new? I can’t imagine any screws coming loose. I also would never attempt to touch any of my watches. Send it to Clearwater ASAP.

Yes watch was bought brand new from one of the most active sellers on this forum. I trust the source.

Can anyone kindly give me the info to clearwater please.

[GB-man]

Originally Posted by fkim011

Yes watch was bought brand new from one of the most active sellers on this forum. I trust the source.

Can anyone kindly give me the info to clearwater please.

APNA client care
+ 1 727 467 0940

[fkim011]

Thanks all. I got a shipping kit headed my way.

[Maiden]

Originally Posted by G'ed

Screw came loose and your tighten it yourself? Immediate issue:
1. Water resistant compromised.
2. Screws are marked. I recall AP doesn’t use normal Philip to operate the screw but custom shaped wood piece (those typical for watchmaking) as not to mark the highly polished screws. That’s how they can detect if the screws are tempered.

On the loose bar on the clasp, I encountered missing pusher on the butterfly clasp for the steel RO. They “fixed” it by using Loctite which I don’t really agree on as the newer batch actually have newer clasp design.

Hi I thought they replaced the "older" clasp to the new design free of charge when you send it in?

[G'ed]

Originally Posted by Maiden

Hi I thought they replaced the "older" clasp to the new design free of charge when you send it in?

Not according to these buggers here in Singapore APSC.

[Maiden]

Originally Posted by G'ed

Not according to these buggers here in Singapore APSC.

Wow check my post of July 2017 "need help from AP Experts" (sorry don't know how to do a link) They confirm over her in NA they change the clasp out. I am surprised they wouldn't honor this worldwide. I would pressure AP home office. Its a faulty design and they seem to know it. Good luck.

[GB-man]

Originally Posted by Maiden

Wow check my post of July 2017 "need help from AP Experts" (sorry don't know how to do a link) They confirm over her in NA they change the clasp out. I am surprised they wouldn't honor this worldwide. I would pressure AP home office. Its a faulty design and they seem to know it. Good luck.

Not sure if the same but I recently acquired a 15202 I series and while it had the butterfly clasp it had the 2 screw version vs the 4 screw version. APSC Clearwater exchanged it for the 4 screw butterfly when I asked.

No cost to me.

[G'ed]

Sound like Clearwater is really cool

[fkim011]

I just got the report back from APNA.

They are taking apart the watch, replacing all screws (all the gold screws from the octogonal face), replacing the clasp screws, gaskets etc...

Once inspected, they will pressure test the watch and test it for a couple days.

Hopefully quicker then the 6 week turnaround time they quoted.

[AK797]

Originally Posted by fkim011

I just got the report back from APNA.

They are taking apart the watch, replacing all screws (all the gold screws from the octogonal face), replacing the clasp screws, gaskets etc...

Once inspected, they will pressure test the watch and test it for a couple days.

Hopefully quicker then the 6 week turnaround time they quoted.

[red1108nyc]

Originally Posted by Patton250

I can tell you this if it’s under warranty the people at APSC Clearwater have some of the best customer service I’ve seen anywhere in any industry. They will take extraordinarily good care of you. In fact it’ll be better when you get it back.

Agreed. The folks at Clearwater are just fantastic and all will be smooth once you get her back :-)

[fkim011]

Just got the watch back about 30 minutes ago. Turn around time was about 3 weeks. I am more then thrilled with Clearwater's communication and overall handling of my situation.

I don't know if this is normal procedure but they did include a nice brown leather AP travel case for my watch.

[DVR]

Since several here seem to think this a unique thing here is my story.
In 2002 I bought a ROO from an AD.
After wearing it on and off for a year, one day it just slipped from my wrist. Couldn't understand why. Was new to high end watches, only had one Rolex and expected the AP to be as well made or even better as it was extremely expensive (to me). The bezel hit the ground first and got badly dented.
What happened was the bracelet had come loose from the case.
Never noticed it until it dropped. Brought it directly to the importer to explain the situation. After a few weeks/months (don't remember) I got it back brand new, bezel replaced and all. No charge.
Since then I am always checking screws LOL.

[holdtime]

Originally Posted by fkim011

Just got the watch back about 30 minutes ago. Turn around time was about 3 weeks. I am more then thrilled with Clearwater's communication and overall handling of my situation.

I don't know if this is normal procedure but they did include a nice brown leather AP travel case for my watch.

Glad you got it back.
I order a link and a half. For a 15400 they were really pleasant to deal with.