TRF Please Help - Damage to Brand New 126655 YM

[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.

[themast]

It does not seem to be major. I think a small compensation is fair.

If you can't live with it, just ask for a full refund (since it looks like they can't provide a replacement) and move on.

[JodyHighroller]

Originally Posted by themast

It does not seem to be major. I think a small compensation is fair.

If you can't live with it, just ask for a full refund (since it looks like they can't provide a replacement) and move on.

It’s significant enough your nail/finger catches on it.. The RSC didn’t sell it to me so they can’t offer a full refund.

[ec00421]

Can they not laser weld and re-finish the lug?

[EEpro]

I'd take a free post warranty movement service in exchange for a ding like that any day of the week. The first time that gold meets a stair rail it's gonna be worse than that.

[themast]

Originally Posted by JodyHighroller

It’s significant enough your nail/finger catches on it.. The RSC didn’t sell it to me so they can’t offer a full refund.

Ah, got confused about that part.

In any case, I would still be happy with a discount on next service since I know I would incur in a scratch like that one anyway.

[garyk]

Large, small doesn't matter, ridiculous!!!

[Andad]

Originally Posted by EEpro

I'd take a free post warranty movement service in exchange for a ding like that any day of the week. The first time that gold meets a stair rail it's gonna be worse than that.

If I damage my watch case then I take the blame.

If a RSC or an AD damages an unworn watch.....?

[EEpro]

Originally Posted by directioneng

If I damage my watch case then I take the blame.



If a RSC or an AD damages an unworn watch.....?

.... and hands you $750. Yes. I'd take it.

[Auto16610]

But my question is: How did you get to walk out the AD with the stickers on? Smart of you to leave them on until the new bracelet swap!

[fsprow]

Take the money and run.

[kieselguhr]

Since the damage is significant to you, I would take a free service document valid at an RSC (not AD or 3rd party) without expiration date signed and dated by the AD manager.

Failing that. Request a full refund and move forward with a new one.

Good luck Jody

[Highlatitude]

I think you should ask them to provide a replacement watch. They are the official RSC so they have the ability to make the necessary arrangements with Rolex HQ.

Failing that I don’t think it is unreasonable to expect compensation of 10-15% of the purchase price.

Ultimately, you should not walk away feeling like you have been forced into a compromise following the purchase of a watch of that value. They have to ensure that you walk away feeling just as satisfied as you would have been had the damage not occurred. They should be more careful in future and have to cover the cost of their mistake.

Anything less and you will feel the purchase has been a sour experience. A free service is not acceptable.

[JodyHighroller]

Originally Posted by Auto16610

But my question is: How did you get to walk out the AD with the stickers on? Smart of you to leave them on until the new bracelet swap!

Ha, I have my ways with negotiating with my AD. That was my sole intention for protection against handling marks when swapping the bracelet to smaller ones.

Originally Posted by kieselguhr

Since the damage is significant to you, I would take a free service document valid at an RSC (not AD or 3rd party) without expiration date signed and dated by the AD manager.

Failing that. Request a full refund and move forward with a new one.

Good luck Jody

Thanks for the well wishes, but in this case it was the RSC who did the damage, not my AD.

[subtona]

Sucks.

Civil suit?

[1665fan]

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

[037]

Originally Posted by JodyHighroller

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'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.

[Mr. Miami]

That’s totally unacceptable. These watches aren’t cheap and people spend their hard earned money on them. I’d want a brand new watch. I’m saving up for the 268655 on OF. Hope this doesn’t happen to me. I’m sorry that has happened.

[037]

Originally Posted by 1665fan

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

It didn't fit him. Swapping the bracelet is the only option on this model. This isn't some DIY project, it's a model that comes from the factory on Oysterflex.

[Andad]

Originally Posted by 1665fan

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

RTT and check the model.

The 126655 YM is on an Oysterflex strap and these straps are available in different lengths to suit your wrist size.
Changing the strap size to suit the purchaser is, I believe, included in the sale.

The strap changeover is not as 'simple' as removing a bracelet and more care has to be taken especially with a gold case.

Hi Erik, we were typing at the same time.

[Andad]

Originally Posted by EEpro

.... and hands you $750. Yes. I'd take it.

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.

[RCrusoe]

It seems like these issues at RSC regarding dinged lugs are happening more and more. Is RSC trying to put the springbars in from the top/sides of the watch rather than the back? It seems odd that there are so many of these issues happening as of late.

With regards to the damage, it really depends on your comfort level. IMHO Rolex should replace the watch for you considering it was brand new when you brought it in for the bracelet adjustment. That said, these small dings will happen again and you might be best off saving your money on a future service if they offer this up as compensation.

[Bigblu10]

Originally Posted by EEpro

I'd take a free post warranty movement service in exchange for a ding like that any day of the week. The first time that gold meets a stair rail it's gonna be worse than that.

Silly statement. Would you accept a brand new 50K car just bought after the salesman just left a fresh door ding on it?

[037]

Originally Posted by directioneng

Hi Erik, we were typing at the same time.

Hi Eddie.

[Hollie_Rollie]

Another one of these!?! Sorry this happened OP hopefully this all get resolved to your satisfaction.

Either these bracelet swaps are very very complicated or the people doing them are very unskilled

[037]

Originally Posted by Hollie_Rollie

Either these bracelet swaps are very very complicated or the people doing them are very unskilled

This. No one should be compressing springbars or installing bracelets from the top side of the watch. Rolex doesn't even train ADs this way. It's bizarre to see it happen. It shouldn't.

I dare say these are super easy to swap but it's quite apparent that it's easy to screw up if you don't use the right approach.

[Greenp]

He should make a big stink about it to RSC and demand a new watch. Or else RSC will keep on doing it.

[lamnyc]

I’ll asked for a 15 percent refund.

[danyvw]

I wouldn't settle for nothing else but a new watch or full refund. What the heck, they are the RSC, if they can't do it then shouldn't be repairing Rolex watches!

Sent from my SM-T720 using Tapatalk

[Tridor]

The RSC can arrange with Rolex HQ to get you a new watch, particularly if they've admitted the damage is their fault.