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DUST inside my NEW ROLEX Explorer and leather warranty card case rip - Rolex Quality Control (QC) issues

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19K views 72 replies 44 participants last post by  mui.richard  
#1 ·
Came out of the rolex boutique thrilled at my new acquisition - the rolex explorer ref 214270.
I go home and notice that the the leather warranty card case has a rip in the right side where the card slot is supposed to go.
I then notice dust inside the case on the front dial of my explorer - circled below right above the 8 o clock hour marker.
It's something once you see you can't unsee - like an itch you can't scratch. Not a big deal to some, not asking for sympathy, but wanted to share the experience so you can check on these two points the next time you buy new in case these things matter to you.
AD took the watch back and gave me store credit - no more explorers in stock. I am first on the list for when they get an explorer. Hopefully not discontinued by then! Fingers crossed.
Will not name AD/boutique as they have handled this well.

Full youtube video here:

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#2 ·
Came out of the rolex boutique thrilled at my new acquisition - the rolex explorer ref 214270.
I go home and notice that the the leather warranty card case has a rip in the right side where the card slot is supposed to go.
I then notice dust inside the case on the front dial of my explorer - circled below right above the 8 o clock hour marker.
It's something once you see you can't unsee - like an itch you can't scratch. Not a big deal to some, not asking for sympathy, but wanted to share the experience so you can check on these two points the next time you buy new in case these things matter to you.
AD took the watch back and gave me store credit - no more explorers in stock. I am first on the list for when they get an explorer. Hopefully not discontinued by then! Fingers crossed.
Will not name AD/boutique as they have handled this well.

Full youtube video here:

View attachment 15661907

View attachment 15661910

View attachment 15661911

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I'd take it back and have them take a looksy or exchange. Given you just got it and still have the papers and receipts.

As far as the Leather rip on the card....I've had some too. To me it wasn't a big deal. But, if it drives your OCD crazy I'd ask to exchange it as well.
 
#11 ·
Disappointing for you - a lovely long awaited new Rolex and the experienced spoiled by QC
Rolex are generally one of the best at QC in my experience - but 900,000 a year, means some sneak through

I can't actually see the dust expect on one of your big blow-ups - in real light/life my eyes are such that I would never
ever see it in normal wear - I can hardly see the date on most of my date watches

The rip in the plastic/leather sleeve - probably AD error - too rough with the card - not what you expect from a 5k watch1

The dimple in the leather? not an issue - perhaps a bit pedantic pointing that out

I am glad they took it back for refund - they didnt have to

hope u get a perfect replacement soon
 
#12 ·
Yeap the dust spec that would bother me too. I had a 2004 Explorer now sold that I bought secondhand from an AD it wasn’t until I had it for some while I noticed with the aid of a loupe the printing of the second ‘e” in explorer was slightly vague. Funnily enough that didn’t bother me then but I’d definitely inspect more closely now.
 
#13 ·
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#19 ·
The only issue you may have is that the next Exp will probably be 41mil, as the 39mil seems to be becoming extinct in the Rolex range, maybe the new movement won’t fit in a 39mil case?
 
#20 ·
The only issue you may have is that the next Exp will probably be 41mil, as the 39mil seems to be becoming extinct in the Rolex range, maybe the new movement won't fit in a 39mil case?
I don't think it's a matter of size Clive (TWSS), the new movement of OP41, 3230, fits in OP36, and is the same size, 28.5mm, as 3132, the one that is in OP39 and Exp I. But I do agree with the general expectation of an upcoming 41mm Exp I since it doesn't make sense to continue manufacturing a 39mm case only for the Exp I after dropping OP39. Also, a change of movement is inevitably paired with case alterations, even minor. Case in point, the YM 40 for instance; when they upgraded the movement, they changed slightly the case profile and the lugs curvature, and unless compared side by side, the difference is unnoticable (beside the added crownet, of course).
 
#21 ·
Came out of the rolex boutique thrilled at my new acquisition - the rolex explorer ref 214270.
I go home and notice that the the leather warranty card case has a rip in the right side where the card slot is supposed to go.
I then notice dust inside the case on the front dial of my explorer - circled below right above the 8 o clock hour marker.
It's something once you see you can't unsee - like an itch you can't scratch. Not a big deal to some, not asking for sympathy, but wanted to share the experience so you can check on these two points the next time you buy new in case these things matter to you.
AD took the watch back and gave me store credit - no more explorers in stock. I am first on the list for when they get an explorer. Hopefully not discontinued by then! Fingers crossed.
Will not name AD/boutique as they have handled this well.

Full youtube video here:

View attachment 15661907

View attachment 15661910

View attachment 15661911

View attachment 15661913

View attachment 15661914

View attachment 15661915
I have a ton of empathy for you. Good thing is you got it handled. And you'll be able to get a new one in no time.
Same thing happened to me when I bought an omega aqua terra last year.
it was from an online retailer and their rule states once you take a specific wrapper off they attach to the watch, it's yours. I waited for a couple days until I was convinced the watch was perfect, and took the wrapper off. 24 hours later, I spot a couple dust particles under the dial. I don't know how I missed it, but I did. It was on me to fix it as I did not buy from an authorized dealer. Be very happy you bought from a place that could fix it for you. My deal turned into a night mare that just finally ended after 9 or so months. Lol
 
#24 ·
On a watch in a different price category I would not care. For a brandnew Rolex bought from the AD I'd go straight back to them and ask them to sort this out.

I find it odd that they gave you store credit rather than address the issue. What do they do with the watch? Make it a permanent display watch? Sell it to another customer? Write it off as bad inventory and keep it as an X-mas present for their spouse?
 
#30 ·
They may wear a crown but even they are not perfect.
Have you seen the video Hafiz Mehmood posted of the OP41 on YouTube? The QC was atrocious - scratches, dents, paint specks, etc. It was truly embarrassing for Rolex.

Sent from my iPhone using Tapatalk
I also rejected a very desirable Rolex watch because of a QC issue. The rehaut was crooked and it bothered me.

A part of me just wanted to take it because i had waited so long but then I couldn't part with thousands of dollars and then live with what I consider a flaw.

Even Rolex SC admitted its a flaw and said that they can fix it.
 
#38 ·
My guess is the dust was not present when shipped. Some part of the dial or hands had a tiny particle knocked loose during shipping.

1 can argue the dealer should have caught it but we already know many of them don't seem to care about tiny imperfections including scratches from bracelet resizing.
 
#39 ·
Well, I have another theory based on all the conspiracy theories I read in the Rolex subforum in the last two years. My theory is the following: ADs cannot sell above MSRP, and to take watches out of their stock, and sell them for profit to grey dealers, they need to bill those watches to unrelated customers, unrelated to them, or to known grey dealers. So, I would say that the AD opened the watch, put the speck of dust on the dial, and waited for the first customer with obvious signs of OCD to walk into his shop (the OP in this instance), sold him the watch, billed him and activated the warranty. Now, it was just a matter of time for the OCD client (the OP) to notice the planted speck of dust, return the watch for a store credit, and the machiavellic AD (aren't they all?) got himself a watch that he can sneak out the backdoor to his favorite grey dealer who happens to be his brother in law (not sure about this, but it adds credibility to my theory). Now that the mystery of the speck of dust have been solved (brillantly), we can move on to solving other Rolex related mysteries; did anyone notice anything unusual with his new Rolex? please use your loupes and post as soon as possible, we need to keep our brains active during the pandemic.
 
#45 ·
There annoying with the dust, but when they're rolling out so many watches on the production line there are bound to be issues. The warranty card thing really doesn't matter of course for the odd rip. I'm sure many floating around to replace before putting in the box and never looking at again.