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chanel-girl · Feb 22nd, 2009, 11:22 PM

I'm sorry this is so long!

I bought a brand new Rolex Lady Datejust two-tone with MOP Diamond Dial and it was missing one of the hang tags and seemed to have somehow been stretched out since when I removed the same # of links the bracelet was much looser then my other in the same style.

It turns out that the Rolex was from another one of the AD's stores within the same company, but different name and it was on a display stand too large for the watch for many months...and my AD simply forgot to give me the round red plastic tag...

My AD got another watch from me from the same store in a different location as the first one. I picked it up yesterday and it looked perfect, not stretched out and had all the plastic seals still on.

Well, last night when I took off the plastic seals and the plastic bezel protector I noticed that there was what looked like fine surface scratches in several areas on the fluted bezel. I thought it could just be some dirt or some plastic so I tried to wipe the bezel.

The scratches were still there....there are tiny little scuffs and scratches all over the bezel that I can clearly see in different lightings, especially natural lighting and under bright lights. I can't believe this...how can this be possible?! the bezel protector was on! I had my other Rolex for a year and it had fewer scratches then this!

Now because my AD got another watch for me he is sending the other one back to Rolex which he said was a lot of trouble and he wanted to make sure I was absolutely keeping this one. I LOVE the watch but I don't understand why or how it has all these scratches on the bezel! The AD also said that it was only in the store for about 10 days before I got it.

Could it be that this particular chain of 2 stores both treat their Rolex's horribly? Am I nuts for returning 2 watches after removing the plastic seals from 2 different stores of the same chain because of the condition? Has anyone else had any experiences like this? Am I just being picky and obsessive? My mother looked closely at the bezel and she sees the scratches but she says there so tiny and no one would notice and she thinks I should just keep it. Please give me some advice, opinions and thoughts!

Littlesharon · Feb 23rd, 2009, 12:36 AM

Well something is weird with the shop(s) thats for sure. Around here you are hardly allowed to touch the rolexes and certainly not try them on with other jewellery on that could scratch them. The SA all wear gloves etc while handling the watches because a shop damaged or scuffed watch is not going to be sold as brand new.

In your case I would be expecting a further discount or else I would return the watch. Too bad if they had to return a stretched watch at their inconvienience. They are completely at fault in both watches they have given you.

FWIW, buying a rolex should feel like a very luxurious transaction. You should not be in this situation at all.

Bitten · Feb 23rd, 2009, 03:49 AM

^^^ I completely agree. I'm sick of everyone being so lax with customer service - it's not just in retail stores. Everyone seems to have this attitude of "You're lucky I'm providing any service to you and not just taking your money off you and punching you." - It's ridiculous! I'm hoping one positive thing from this downturn will be a return to genuine customer service. (Sorry, OT, but had bad experiences today!!)

You should explain to the SA that you realise it is an inconvenience for them however the experience has not been reflective of the standard you expect when buying such a high-end item. I mean, I can understand that they're anxious about having to return another watch to Rolex, but that's their problem, not their customer's problem.

chanel-girl · Feb 24th, 2009, 12:59 AM

Well, I called the AD this morning and he is sending the watch back to Rolex to have a new bezel out on or at least polish the scratches from being in handled in the showcase and I should get it back in 2 weeks.

Sammyjoe · Feb 24th, 2009, 05:20 AM

I think you did the right thing, if you pay for a new watch, you should receive a box fresh watch.

Feb 22nd, 2009, 11:22 PM	#1
chanel-girl OP Member Joined: Jun 2007 Location: CT Posts: 930	Scratches on a Brand New Rolex from the AD??? I'm sorry this is so long! I bought a brand new Rolex Lady Datejust two-tone with MOP Diamond Dial and it was missing one of the hang tags and seemed to have somehow been stretched out since when I removed the same # of links the bracelet was much looser then my other in the same style. It turns out that the Rolex was from another one of the AD's stores within the same company, but different name and it was on a display stand too large for the watch for many months...and my AD simply forgot to give me the round red plastic tag... My AD got another watch from me from the same store in a different location as the first one. I picked it up yesterday and it looked perfect, not stretched out and had all the plastic seals still on. Well, last night when I took off the plastic seals and the plastic bezel protector I noticed that there was what looked like fine surface scratches in several areas on the fluted bezel. I thought it could just be some dirt or some plastic so I tried to wipe the bezel. The scratches were still there....there are tiny little scuffs and scratches all over the bezel that I can clearly see in different lightings, especially natural lighting and under bright lights. I can't believe this...how can this be possible?! the bezel protector was on! I had my other Rolex for a year and it had fewer scratches then this! Now because my AD got another watch for me he is sending the other one back to Rolex which he said was a lot of trouble and he wanted to make sure I was absolutely keeping this one. I LOVE the watch but I don't understand why or how it has all these scratches on the bezel! The AD also said that it was only in the store for about 10 days before I got it. Could it be that this particular chain of 2 stores both treat their Rolex's horribly? Am I nuts for returning 2 watches after removing the plastic seals from 2 different stores of the same chain because of the condition? Has anyone else had any experiences like this? Am I just being picky and obsessive? My mother looked closely at the bezel and she sees the scratches but she says there so tiny and no one would notice and she thinks I should just keep it. Please give me some advice, opinions and thoughts!

Feb 23rd, 2009, 12:36 AM	#2
Littlesharon Member Joined: Feb 2007 Posts: 463	Well something is weird with the shop(s) thats for sure. Around here you are hardly allowed to touch the rolexes and certainly not try them on with other jewellery on that could scratch them. The SA all wear gloves etc while handling the watches because a shop damaged or scuffed watch is not going to be sold as brand new. In your case I would be expecting a further discount or else I would return the watch. Too bad if they had to return a stretched watch at their inconvienience. They are completely at fault in both watches they have given you. FWIW, buying a rolex should feel like a very luxurious transaction. You should not be in this situation at all.
Littlesharon Member Joined: Feb 2007 Posts: 463

Feb 23rd, 2009, 03:49 AM	#3
Bitten Chic, not cheap. Joined: Feb 2007 Location: On campus. Posts: 1,692	^^^ I completely agree. I'm sick of everyone being so lax with customer service - it's not just in retail stores. Everyone seems to have this attitude of "You're lucky I'm providing any service to you and not just taking your money off you and punching you." - It's ridiculous! I'm hoping one positive thing from this downturn will be a return to genuine customer service. (Sorry, OT, but had bad experiences today!!) You should explain to the SA that you realise it is an inconvenience for them however the experience has not been reflective of the standard you expect when buying such a high-end item. I mean, I can understand that they're anxious about having to return another watch to Rolex, but that's their problem, not their customer's problem.
	__________________ I appreciate fine things, but most of all, fine people.

Feb 24th, 2009, 05:20 AM	#5
Sammyjoe Night and Day Joined: Apr 2007 Posts: 5,799	I think you did the right thing, if you pay for a new watch, you should receive a box fresh watch.
Sammyjoe Night and Day Joined: Apr 2007 Posts: 5,799

Feb 24th, 2009, 12:59 AM	#4
chanel-girl OP Member Joined: Jun 2007 Location: CT Posts: 930	Well, I called the AD this morning and he is sending the watch back to Rolex to have a new bezel out on or at least polish the scratches from being in handled in the showcase and I should get it back in 2 weeks.

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