Following my RSC NY Saga

[Evil-Twin]

I thought people might find this interesting.
Before I sent my sub to Rolex I read what they do when you send your watch for service, this is a cut and past right from their website:
This is what I expected from them which they failed to deliver.
This is their promise:
Rolex Worldwide Servicing
Servicing your Rolex
The Rolex service procedure is designed to ensure that every timepiece leaving a Rolex workshop complies with its original functional and aesthetic specifications. Each movement is completely overhauled and each case and bracelet is meticulously refinished to restore its lustre. Timekeeping accuracy and water-resistance are rigorously tested to guarantee the level of quality and reliability you naturally expect from a Rolex watch

Refinishing
the case
and bracelet


Refinishing the case and bracelet
The same keen attention to detail that is devoted to servicing the movement of your Rolex also goes into servicing its case and bracelet. After initial cleaning, the case and bracelet of your watch are closely examined and any worn or damaged components replaced with genuine Rolex parts.

Your case and bracelet are then expertly refinished and ultrasonically cleaned to restore lustre.
Close

IM still waiting on a response from my detailed email

[Evil-Twin]

1083 dollars later. Breach of implied contract? Fraud? Customer dis-satisfaction? Pick one or all that apply.

[Old Expat Beast]

I don't see why they refused to brush that up for you...looks straightforward enough.

[shofzr]

Can we see all 3 pages of the paper work from Rolex, And more pictures of your bracelet?


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[Evil-Twin]

Originally Posted by shofzr

Can we see all 3 pages of the paper work from Rolex, And more pictures of your bracelet?


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Sure you could but Im not here to defend my position. I came here for help. I got that. I know now to use Rikki for future repairs. Im sending the bracelet off to MichaelYoung

I already talked with Rolex NY yesterday. They only tried to sell me a new bracelet , exactly like they did in 2007. At least this time they fixed my watch. ( I suspect it was the main spring. ) I felt it go last time I had to wind it.

I'm only following through here as requested by people in open forum and in private message. ( to keep them informed )
IM leaving this forum now because of some hostile posts received from people. I don't need that .
The one thing I don't want or have to do is defend my credibility. You can take that or leave it. I got my watch back and it is fixed but they failed to deliver as promised as far as the polishing of the bracelet.. fairly simple other than why they did not polish my 6 year old bracelet but had no problem polishing my 30 year old case. I just came here trying to make people aware of the treatment I received this time and back in 2007.
So to those who helped me, thank you for your sincere and kind direction. for those who question my credabilty... well I just hope you continue to enjoy your life.
Bill aka ET

[themast]

Originally Posted by Evil-Twin

Sure you could but Im not here to defend my position. I came here for help. I got that. I know now to use Rikki for future repairs. Im sending the bracelet off to MichaelYoung

I already talked with Rolex NY yesterday. They only tried to sell me a new bracelet , exactly like they did in 2007. At least this time they fixed my watch. ( I suspect it was the main spring. ) I felt it go last time I had to wind it.

I'm only following through here as requested by people in open forum and in private message. ( to keep them informed )
IM leaving this forum now because of some hostile posts received from people. I don't need that .
The one thing I don't want or have to do is defend my credibility. You can take that or leave it. I got my watch back and it is fixed but they failed to deliver as promised as far as the polishing of the bracelet.. fairly simple other than why they did not polish my 6 year old bracelet but had no problem polishing my 30 year old case. I just came here trying to make people aware of the treatment I received this time and back in 2007.
So to those who helped me, thank you for your sincere and kind direction. for those who question my credabilty... well I just hope you continue to enjoy your life.
Bill aka ET

I read some of your other posts, but I am not sure I understand the whole matter.
Did they charge you for polishing the bracelet and they did not?
Did they refuse to polish the bracelet?

[kilyung]

Originally Posted by themast

I read some of your other posts, but I am not sure I understand the whole matter.
Did they charge you for polishing the bracelet and they did not?
Did they refuse to polish the bracelet?

They refused to polish the bracelet because they felt it needed to be replaced. He was not charged for a polish. I've had some disagreements with the NYC RSC so I don't use them anymore. It's either Dallas RSC or Rik for me.

[themast]

Originally Posted by kilyung

They refused to polish the bracelet because they felt it needed to be replaced. He was not charged for a polish. I've had some disagreements with the NYC RSC so I don't use them anymore. It's either Dallas RSC or Rik for me.

Thanks for the clarification.
They refused to polish the bracelet because they assessed that (for their standards) it was beyond repair.
Why does the OP post a picture of the bracelet as it was badly polished? He did not pay for a polish, they only serviced the head. I understand the disappointment for not having the watch fully restored but they did not charge him for work that they did not perform.

[unclesallie]

Originally Posted by kilyung

They refused to polish the bracelet because they felt it needed to be replaced. He was not charged for a polish. I've had some disagreements with the NYC RSC so I don't use them anymore. It's either Dallas RSC or Rik for me.

Mike: you never know who is working on that watch. Not that it's terrible, but
do you think they ever disclose that your watch at Dallas or NY is going to Lititz? Now, the Lititz, Pa. facility is state of the art, but Rolex has developed this cult of secrecy, being cut off. What's the big deal with having the TECH come out and talk to you and explain what's going on, instead of having a salesperson come out and regurgitate what the TECH told the person is the issue. When you have a complaint, the salesperson(usually a dynamite looking woman, and I cannot believe that is by accident), goes back and talks to the TECH and then relays the message(s).

I long ago walked away from any Rolex RSC. I know watchmakers, and
they take apart the watch, and SHOW me what's going on, explain the movement, and the parts, and it's a different world.

Just sayin'.........

Best,

Dan

[jot_]

Originally Posted by Evil-Twin

Sure you could but Im not here to defend my position. I came here for help. I got that. I know now to use Rikki for future repairs. Im sending the bracelet off to MichaelYoung

I already talked with Rolex NY yesterday. They only tried to sell me a new bracelet , exactly like they did in 2007. At least this time they fixed my watch. ( I suspect it was the main spring. ) I felt it go last time I had to wind it.

I'm only following through here as requested by people in open forum and in private message. ( to keep them informed )
IM leaving this forum now because of some hostile posts received from people. I don't need that .
The one thing I don't want or have to do is defend my credibility. You can take that or leave it. I got my watch back and it is fixed but they failed to deliver as promised as far as the polishing of the bracelet.. fairly simple other than why they did not polish my 6 year old bracelet but had no problem polishing my 30 year old case. I just came here trying to make people aware of the treatment I received this time and back in 2007.
So to those who helped me, thank you for your sincere and kind direction. for those who question my credabilty... well I just hope you continue to enjoy your life.
Bill aka ET

Bill,

I understand why you wouldn't want to post further given some of the criticism you've received, but I would very much appreciate it if you could let us know what comes of your email to RSC. I would be very curious to see how they handle your situation.

[joe100]

I'm sure there is an explanation. Rolex USA can be a fickle lady when she wants to. For $1000 you should get what you want though.

That said, it's usually best not to make things like this public until after you've exhausted your normal avenues. You may very well get an apology and an offer to make it right but if you slag them online before they can, they'll be much less apt to play ball. That's true with any company or complaint. I know your upset but give them a chance to make it right first

[themast]

Originally Posted by joe100

I'm sure there is an explanation. Rolex USA can be a fickle lady when she wants to. For $1000 you should get what you want though.

That said, it's usually best not to make things like this public until after you've exhausted your normal avenues. You may very well get an apology and an offer to make it right but if you slag them online before they can, they'll be much less apt to play ball. That's true with any company or complaint. I know your upset but give them a chance to make it right first

Agree. The OP has been posting about the same issue for a couple of days now.

I would advice to call RSC and to explain what you expected from them an to ask why you did not get it.

[jot_]

Originally Posted by joe100

I'm sure there is an explanation. Rolex USA can be a fickle lady when she wants to. For $1000 you should get what you want though.

That said, it's usually best not to make things like this public until after you've exhausted your normal avenues. You may very well get an apology and an offer to make it right but if you slag them online before they can, they'll be much less apt to play ball. That's true with any company or complaint. I know your upset but give them a chance to make it right first

Nah, man. Disagree. Going public is the best way to get these companies to pay attention to you and make it right. After all, all these eyes are on them and what they'll do.

I've experienced this personally dealing with a wide variety of companies. Call after call to customer service yields nothing.. but post something to twitter and all of a sudden, they're ready to help you out.

[Laszlo]

Call the FBI.

[Old Expat Beast]

Why are you sending it to Michael Young? Not just for a polish, right? I mean, things have to be pretty bad before Michael needs to work his magic.

[shofzr]

If Rolex says the bracelet is worn beyond practical repair, then they will not preform any work on it. Doing so would be a liability for them.
If they were to refinish or work on a bracelet deemed beyond practical repair, and then a few weeks later the bracelet breaks, it then becomes their fault (in the customers eyes).



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[SUBversive]

They torqued off the wrong guy. I hope he gets it resolved and doesn't leave the forum.

[southtexas]

Originally Posted by SUBversive

They torqued off the wrong guy. I hope he gets it resolved and doesn't leave the forum.

Haha yep

[martini22]

Bill, I hope this all works out. The service estimate that they gave you was a joke with which to begin (one could get a new watch for that). They should have not pushed the new bracelet issue so hard, but they did it to me when I sent in a 6694 to them many years ago. They must do it to everybody.

The bracelet looks fine. There are cheap ways of buffing out the scratches with simple, soft cloths. It looks as though there is plenty of life left in it. The bracelets are "scratch magnets" anyway.

It is a watch that you have worn for a long, long time. It is like an old friend. Don't obsess about the recent treatment from the service center, and wake up every day enjoying that great timepiece. They can take your money, but they cannot take your peace of mind or friendship with that watch, unless you let it.

[Evil-Twin]

Originally Posted by martini22

Bill, I hope this all works out. The service estimate that they gave you was a joke with which to begin (one could get a new watch for that). They should have not pushed the new bracelet issue so hard, but they did it to me when I sent in a 6694 to them many years ago. They must do it to everybody.

The bracelet looks fine. There are cheap ways of buffing out the scratches with simple, soft cloths. It looks as though there is plenty of life left in it. The bracelets are "scratch magnets" anyway.

It is a watch that you have worn for a long, long time. It is like an old friend. Don't obsess about the recent treatment from the service center, and wake up every day enjoying that great timepiece. They can take your money, but they cannot take your peace of mind or friendship with that watch, unless you let it.

with only 7 posts under your belt, I appreciate your kindness. thank you.
Its a shame I could not even make a week in this forum but my health is too sever to be upset by the stress of skepticism.

[Rolex57]

ET:

I sympathize with your situation.

What's at issue is the fact it sure sounds like they over-charged you on this service. If they refused to polish it, they should have returned a good portion of your payment.

Count me in as someone who is very interested to hear how this turns out.

Myself, I'm conflicted. I'd prefer to send to an RSC because I would feel re-assured that when they serviced the movement, they wouldn't exchange the movement for a fake, or, replace parts with after market crap. But hearing stories like this doesn't help matters.

I think I've found a very good watchmaker who used to work for Cartier as a watchmaker. Problem is, he doesn't have a Rolex parts contract. He says that most times, he can re-use the original parts, but my issue is really with gasket replacement. My understanding talking to him is he reuses them.

Also, I don't trust how is he going to properly pressure test my DSSD. No way does he have the Comex engineered equipment to do this.

Good luck.

[AbsolutelyROLEX!]

unacceptable.....

[Old Expat Beast]

I sympathize, and I'm sure the vast majority of us here do, but I would just say save your money and don't send it to Michael Young for a simple polish for a six yr old bracelet. You can get it done cheaply and easily near where your are, I'm sure. Some here on the forum would even do it themselves with a Scotchbrite pad (for the brushed area) and a Cape Cod Cloth (for the shiny area).

[GadgetGeek]

I hope they make it right and hope you stay.

[Laszlo]

I would be disappointed too. That's a lot of money to spend especially when an expectation wasn't met. At the same time though your piece has a ton of beautiful patina some of us would love to have on our pieces. You have a beautiful, original Rolex.

[Dr. Robert]

To the OP....send a letter, registered air mail to Rolex HQ in Switz. explaining everything, see what happens!

[Hairdude1]

Originally Posted by Dr. Robert

To the OP....send a letter, registered air mail to Rolex HQ in Switz. explaining everything, see what happens!

x 2!

I hope everything gets sorted

[unclesallie]

Bill: from the "small town in Pa." Calm down! There are all kinds of people on this forum.
Some will judge you from their level of knowledge, and declare you stupid or foolish, or whatever. Most, are very kind people sitting at a computer in their spare time, and will lend you an ear. Here's my suggestion: pm me, and I will put you in touch with two watchmakers who will make that bracelet look new, and will not charge you much. Certainly, nothing like the RSC. And for the record, sorry you had a bad experience.

[cop414]

Originally Posted by unclesallie

Bill: from the "small town in Pa." Calm down! There are all kinds of people on this forum.
Some will judge you from their level of knowledge, and declare you stupid or foolish, or whatever. Most, are very kind people sitting at a computer in their spare time, and will lend you an ear. Here's my suggestion: pm me, and I will put you in touch with two watchmakers who will make that bracelet look new, and will not charge you much. Certainly, nothing like the RSC. And for the record, sorry you had a bad experience.

You're a class act Dan...

[Widows Son]

I haven't read all the posts on this situation but.....I own mostly vintage pieces. I would NEVER send them to a RSC because I know they want to return them to new condition. I don't want a new dial, hands or anything else other than new parts in the movement. Than been said, maybe they wouldn't polish the bracelet because they deemed it worn out??? If that's the case, they could have offered you a discount on the service (excluding the bracelet polish). That would have relieved them of liability, and you wouldn't feel you paid for something you didn't get. They could have put this in writing on your receite, and the whole issue would have been resolved.

PS, there are some great people here. Don't get too upset with some responses, we don't all have to agree, just agree to be polite and respect other's opinions.