Rolex

Really bummed out 😞

So, I had to send my Tudor BB GMT to service, because of the problem with the date window.

I was hesitant about it and I was right.

I left the watch on the last week of May, and I was told to not expect the watch anytime sooner than 1 to 6 months. Fine by me I said.

The last week I got a call saying that the watch was ready for pickup. How strange I thought.

Well, I went today, first thing the person did was to bring the watch - which by the way it came on a plastic bag with cheap tissue paper as a wrapper - and even before showing me the watch, the person asked me to sign the paper saying that I received the watch.

Long story short, I didn’t sign the paper and asked to see the watch first, and happened that my watch was all scratched on the case back, scratches that are clearly done by tools. The person helping me seemed uninterested on my concerns and I said that I wasn’t going to accept it and requested to speak with the manager. The manager wasn’t there and I was asked to wait until he/she is back.

Not sure if anyone has had similar problems, but I would love your insights.

In super picky about watches. I take care of them and try to keep them as perfect as I can - meaning that this watch was 100% perfect.

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That's terrible

By: logan2z : June 17th, 2019-21:17

Did your AD document the condition of the watch before sending it in? When my AD sent my JLC Memovox for service they took many photographs of the watch and wrote a detailed description of the condition. Luckily the watch came back cosmetically exactly as...

Sadly...

By: onewaycollecting : June 18th, 2019-06:10

I didn’t picture this scenario... I took photos of the warranty card for example but not the actual watch. This makes for a good post: checklist before sending to service 🤔

Unacceptable at all. I also hope Tudor will solve that date issue on the BB GMT. It seems you are not alone in this case. [nt]

By: amanico : June 17th, 2019-23:08

I had mine serviced too because of the date problem

By: Maltie : June 17th, 2019-23:55

It jumped by two days over midnight. Service however was swift and correct.

I heard that, too, alas. Even from ADs... [nt]

By: amanico : June 17th, 2019-23:56

Yup

By: onewaycollecting : June 18th, 2019-06:11

The issue with the date jumping twice was my issue😡

Sad story..was that an official Tudor AD or service center? You were clever to smell something fishy and not sign anything...all in all, they owe you a big apology and a brand new watch;-) [nt]

By: FabR : June 18th, 2019-02:17

The AD was supposed to send it to the service center in New York. I have my suspicions that they tried to do it themselves [nt]

By: onewaycollecting : June 18th, 2019-06:13

I’d insist on a new watch if the scratches are that bad. [nt]

By: Jay (Eire) : June 18th, 2019-04:00

Yeah - a quick polish like they suggested won’t cut it [nt]

By: onewaycollecting : June 18th, 2019-06:14

Update

By: onewaycollecting : June 18th, 2019-14:19

I called Rolex to see if they have ever received the watch. No records were found on them servicing the watch. Which means the AD did the service themselves.

Ouch! [nt]

By: amanico : June 18th, 2019-14:27

In deed, ouch

By: onewaycollecting : June 18th, 2019-14:48

It’s sort of crazy that knowing that you are and AD and the watch is covered by the manufacturer, you decide that you will take it. Now it all makes sense because they said that all they did was a movement adjustment when is known that the first GMTs have...

They can do it IF they do it properly, if they are competent... [nt]

By: amanico : June 18th, 2019-14:55

If I understood correctly, this is not just disgusting or dishonest, but most likely illegal.

By: FabR : June 18th, 2019-15:47

Did this AD ever say explicitly they would send your watch to an official service center? Just to make sure, I would ask them again via email what they did exactly with your watch (or depending on the US state you’re in, even on the phone or in person)......

Agree

By: onewaycollecting : June 18th, 2019-18:24

They were supposed to send it. I’m going in person to talk with the manager, I will come back with the rest of the story 🤨 Like you said, it’s disgusting and a disgrace. What’s the point of factory warranty...

Just an update

By: onewaycollecting : July 10th, 2019-21:36

So time passed After some visits to the store, they accepted that the watch was sent for repairs to the wrong facility, and that they put the scratches on it. After back and forth, they accepted my request of refunding the money. So they did. Now one less...

" Happy " end. [nt]

By: amanico : July 10th, 2019-22:43

Indeed sir [nt]

By: onewaycollecting : July 11th, 2019-20:31

Thanks for the update and congrats on your toughness, I'm glad to hear about the positive conclusion! I'd just stay very, very far away from that AD from now on ;-) Cheers [nt]

By: FabR : July 11th, 2019-05:09

Funny you mentioned - but I will stay away 😂 [nt]

By: onewaycollecting : July 11th, 2019-20:32