UPDATE: Brand New ROO second visit to service center

[Chadridv]

So it seems like a smaller grouping of threads around these parts so you likely read one, or two of my previous threads regarding issues with my 3 month old ROO 42mm. If not here's the latest thread...
http://www.rolexforums.com/showthread.php?t=470557

And here's the update. Good news and bad news.

Good news is I finally heard from a workshop manager. He told me he's been testing my watch and it seems to be within their standards and specifications.

Obviously this is great. Since the beginning I've only wanted a watch in good working order that I wouldn't have to send in for repair.

Here's the bad news, or really I should say more annoying news. As you know, since getting my watch back from the first visit to APSC, I'd noticed a sound coming from the movement. Never heard it before, combined with the fact that the grinding/rough sound of winding and screwing the crown down was still there I considered sending it back in.

He told me in his email that the grinding sound I heard was normal. THIS WAS THE MAIN REASON I SENT THE WATCH IN TO BEGIN WITH THE FIRST TIME!!!! (sorry for the caps - but I'm pissed). I had 3 different boutique employees tell me it felt and sounded wrong and to send it in, I compared it to 4 different ROOs and they were all perfectly smooth. Fine, maybe my watch is a weird one, but shouldn't someone have told me in the initial repair recap and evaluation that the sound/feeling coming from the crown was normal. If they did I likely would have never sent it back in a second time. They told me the replaced the Chrono Module, oiled and re-lubricate all the parts and that solved the problems I was having.

This brings me to my next point, I tried calling and emailing the AP reps numerous times to speak with a watchmaker before sending it in for the second time. I got the run around through every avenue of communication. I was told sternly and unapologetically every time just to send the watch back in. If I could have talked to someone who actually knew more than what their book of rebuttals told them to say, I probably would still have my watch on my wrist. Instead I followed their advice and decided to just send it back.

Lastly, he never mentioned anything about the sound coming from the movement. Either they forgot to check it out entirely or they did check it out and it's fine and he forgot to tell me it's fine, but either way I'm getting pretty fed up with the lack of communication here. I sent it back in with two issues. He reached out to me and addressed only one of them.

This whole experience dealing with AP has been awful. I really do love the watch but this might be it for me. At this moment in my life I have so much going on with work, new baby, just moving from one place to another, etc. I have so much everyday BS stress to deal with while this hobby and passion is supposed to be my one escape and stress reliever. This has not been stress free in fact it's been a total pain in the ass and obviously I'm starting to lose patience.

OK sorry :) rant done.

[Patton250]

Originally Posted by Chadridv

So it seems like a smaller grouping of threads around these parts so you likely read one, or two of my previous threads regarding issues with my 3 month old ROO 42mm. If not here's the latest thread...
http://www.rolexforums.com/showthread.php?t=470557

And here's the update. Good news and bad news.

Good news is I finally heard from a workshop manager. He told me he's been testing my watch and it seems to be within their standards and specifications.

Obviously this is great. Since the beginning I've only wanted a watch in good working order that I wouldn't have to send in for repair.

Here's the bad news, or really I should say more annoying news. As you know, since getting my watch back from the first visit to APSC, I'd noticed a sound coming from the movement. Never heard it before, combined with the fact that the grinding/rough sound of winding and screwing the crown down was still there I considered sending it back in.

He told me in his email that the grinding sound I heard was normal. THIS WAS THE MAIN REASON I SENT THE WATCH IN TO BEGIN WITH THE FIRST TIME!!!! (sorry for the caps - but I'm pissed). I had 3 different boutique employees tell me it felt and sounded wrong and to send it in, I compared it to 4 different ROOs and they were all perfectly smooth. Fine, maybe my watch is a weird one, but shouldn't someone have told me in the initial repair recap and evaluation that the sound/feeling coming from the crown was normal. If they did I likely would have never sent it back in a second time. They told me the replaced the Chrono Module, oiled and re-lubricate all the parts and that solved the problems I was having.

This brings me to my next point, I tried calling and emailing the AP reps numerous times to speak with a watchmaker before sending it in for the second time. I got the run around through every avenue of communication. I was told sternly and unapologetically every time just to send the watch back in. If I could have talked to someone who actually knew more than what their book of rebuttals told them to say, I probably would still have my watch on my wrist. Instead I followed their advice and decided to just send it back.

Lastly, he never mentioned anything about the sound coming from the movement. Either they forgot to check it out entirely or they did check it out and it's fine and he forgot to tell me it's fine, but either way I'm getting pretty fed up with the lack of communication here. I sent it back in with two issues. He reached out to me and addressed only one of them.

This whole experience dealing with AP has been awful. I really do love the watch but this might be it for me. At this moment in my life I have so much going on with work, new baby, just moving from one place to another, etc. I have so much everyday BS stress to deal with while this hobby and passion is supposed to be my one escape and stress reliever. This has not been stress free in fact it's been a total pain in the ass and obviously I'm starting to lose patience.

OK sorry :) rant done.

I don't blame you one bit for being pissed off. Are these the same people that were so perfect with me? The ones in Clearwater Florida? I just don't understand their lack of communication. So what is next?

[Chadridv]

Originally Posted by Patton250

I don't blame you one bit for being pissed off. Are these the same people that were so perfect with me? The ones in Clearwater Florida? I just don't understand their lack of communication. So what is next?

Lol yes same people. Thanks for the post.

I'm waiting to hear back from the manager about the sound coming from the movement. I want to confirm that it's either been fixed or its normal, although I can't imagine it's normal. Never heard a sound like that on any watch other than cheaper auto Seiko's and such. Plus it only developed after the first repair visit.

Once all is good, I'll get the watch back, put it on the wrist and think really hard about whether or not I should have just bought that PM Rolex.

[Patton250]

Originally Posted by Chadridv

Lol yes same people. Thanks for the post.

I'm waiting to hear back from the manager about the sound coming from the movement. I want to confirm that it's either been fixed or its normal, although I can't imagine it's normal. Never heard a sound like that on any watch other than cheaper auto Seiko's and such. Plus it only developed after the first repair visit.

Once all is good, I'll get the watch back, put it on the wrist and think really hard about whether or not I should have just bought that PM Rolex.

Good point. You're making me think twice about my next AP. For the amount of money I'm going to spend on it I could buy an all gold submariner.

I just cannot imagine them not completely taken care of you too you were 100% satisfied. Looking forward to hearing back from you on what happened.

[singe89]

Not defending AP in this case but diagnosing a grinding "feeling" or movement "sound" via email or over phone is pretty much impossible. It will need to be handled in person to see if it's normal. All I can add is that my 7 APs with the 3120 or 3126 movement all have rotor noise. They also wind smoothly when the mainspring is not fully wound. At full wind when the clutch is slipping they feel more gritty but not grinding by any means. Maybe the watches you felt in the boutique were not wound and yours was fully wound??? The good news, as you mentioned is the watch is within spec and will soon back on your wrist. I hope you can finally enjoy it!

[Chadridv]

Originally Posted by singe89

Not defending AP in this case but diagnosing a grinding "feeling" or movement "sound" via email or over phone is pretty much impossible. It will need to be handled in person to see if it's normal. All I can add is that my 7 APs with the 3120 or 3126 movement all have rotor noise. They also wind smoothly when the mainspring is not fully wound. At full wind when the clutch is slipping they feel more gritty but not grinding by any means. Maybe the watches you felt in the boutique were not wound and yours was fully wound??? The good news, as you mentioned is the watch is within spec and will soon back on your wrist. I hope you can finally enjoy it!

It was handled in person, the first time I sent the watch in for repair. Only after the second visit are they saying its normal. After the first visit they simple said they fixed it. It was returned making the exactl same sound/feeling.

I appreciate it, but I understand the sound/feeling differences between fully wound and winding from stopped. It has no bearing on the sound/ feeling of my watch.

[Time Collector]

Originally Posted by Chadridv

It was handled in person, the first time I sent the watch in for repair. Only after the second visit are they saying its normal. After the first visit they simple said they fixed it. It was returned making the exactl same sound/feeling.

I appreciate it, but I understand the sound/feeling differences between fully wound and winding from stopped. It has no bearing on the sound/ feeling of my watch.

Sorry to here that you are still having problems. My update from my post on your other thread is that my watch made it to APSC for the 3rd year service and they decided it needed a full service. So they are doing it under the warranty and they are sending it back to me with an additional 2 year warranty.
In the end, I hope you get your issue resolved.

[GB-man]

I know the feeling chadri. Never had issues with AP, but did end up frustrated with PP. Hope they sort it to your liking. If not, PM rolex are sweet

[Chadridv]

Originally Posted by GB-man

I know the feeling chadri. Never had issues with AP, but did end up frustrated with PP. Hope they sort it to your liking. If not, PM rolex are sweet

Thanks Tom! I'm not quite ready for PP but just out of curiosity what happened? Mostly I hear servuce takes forever, but never heard much else too bad.

[GB-man]

Originally Posted by Chadridv

Thanks Tom! I'm not quite ready for PP but just out of curiosity what happened? Mostly I hear servuce takes forever, but never heard much else too bad.

Just a dial issues that required two trips to HSWA. A complete lack of QC which was laughable really.

[simongpaez]

Sorry to hear that, my ROO has no sound at all so I asume it is not normal

[Dandoun]

You should be grateful not owning a Patek - your stress level would skyrocket... Hope it'll get resolved very soon.

[brettpaul]

Sorry to hear that AP provided a weak, IMHO, resolution. For a brand new watch to have any issues I would expect an immediate replacement, especially after unsatisfactory service.

Is there any chance you can escalate and get a replacement watch - surely they can't tell you with a straight face when winding your watch compared to others that something isn't off with the mechanism?

[1st amg]

This scares me, I actually have been contemplating a FC or Ceramic AP lately as a next piece, between you, Lapince and BenLee nightmares, this is holding me back a little. I can't imagine how frustrating this must be, you sold off one or two watches for this headache. Maybe, you might want to give it a little more time, but if this feeling doesn't go away, trade it and go back to rolex with a PM, you are close to one money wise. Hope this gets better.

[lapince]

Probably first time I hear AP having bad service, not that their watches never have problems but I hear that they always resolve them in a great way for the owner, good luck

Originally Posted by 1st amg

This scares me, I actually have been contemplating a FC or Ceramic AP lately as a next piece, between you, Lapince and BenLee nightmares, this is holding me back a little. I can't imagine how frustrating this must be, you sold off one or two watches for this headache. Maybe, you might want to give it a little more time, but if this feeling doesn't go away, trade it and go back to rolex with a PM, you are close to one money wise. Hope this gets better.

Well there is clearly a problem with the ceramic of my watch but AP is taking care of it, so for the moment I can't say anything bad, they have been very quick and responsive, I hope they will follow up in the same way, of course what happened to my watch is quite incredible as with not a single shock the ceramic is either chipped or IMO cracked in the most protected part of the case, probably had a problem to begin with that showed itself after a certain time, we'll see how they handle it

[texex91]

Never had bad service with AP personally.

It seems as though they are looking into the issue. AP watchmakers are some of the best in the world (having visited Le Brassus I can tell you the training and mentor program is amazing), so I do trust them. APSC is a great crew and I'm sure it will be resolved.

Like I've said with other brands (PP specifically), sometimes brands just can't measure up to the (perceived) expectations people have of them. I've been 1000% satisfied with all the AP's I've owned.

Personally I would slow down a little. I have found with higher end watchmakers like AP, PP, etc...you have to take the kill them with kindness approach. The more you call the reps and make noise, the more you might be disappointed. It's a watch, so don't let your blood pressure rise--slow down a little and map out a plan with APSC.

My 02.

[Chadridv]

4 days with no reply from Audemars.

At this point I just need to know if the sound coming from the movement is an issue or not. Otherwise he says the watch is within spec so I suppose it is.

Disappointment continues as I theoretically could have had my watch back this morning.

[texex91]

Originally Posted by Chadridv

4 days with no reply from Audemars.

At this point I just need to know if the sound coming from the movement is an issue or not. Otherwise he says the watch is within spec so I suppose it is.

Disappointment continues as I theoretically could have had my watch back this morning.

Your post was only two days ago. AP doesn't work the weekends and it's 10AM CST on Tuesday.

I'll say it again, carrot is better than stick when dealing with higher end watch makers.

Good luck and AP service is amazing compared to some.

[Chadridv]

Originally Posted by texex91

Your post was only two days ago. AP doesn't work the weekends and it's 10AM CST on Tuesday.

I'll say it again, carrot is better than stick when dealing with higher end watch makers.

Good luck and AP service is amazing compared to some.

Thanks but I've dealt with Rolex, Omega and IWC and this is the worst of my experiences.

and btw I didn't write my initial post while simultaneously conducting these dealings with AP. My reply email to them was last thursday. They had the rest of the day thursday, all day friday, all day yesterday and yes a short few hours this morning, but none the less the recipient must had seen my email prior to the weekend and my failed hope would have been that a reponse to me would take priority at the latest first thing monday, and then of course first thing tueday, NOPe.

It's not like I'm waiting for a long term QC report, I'm waiting for an answer to one question that was ignored in the first evaluation.

What is the rattling noise coming from the movement? So assuming it's a standard sound, and I was notified promptly I would be wearing my watch right now or at least holding it in hand deciding if I want to continue owning it. Anyway, it's been more than enough time to answer a simple question that should have already been addressed to begin with.

[texex91]

Originally Posted by Chadridv

Thanks but I've dealt with Rolex, Omega and IWC and this is the worst of my experiences.

and btw I didn't write my initial post while simultaneously conducting these dealings with AP. My reply email to them was last thursday. They had the rest of the day thursday, all day friday, all day yesterday and yes a short few hours this morning,

Maybe the person is on vacation.

Also, they do have other clients and think the time frame is more than acceptable.

But hey, I wish you luck and hope it gets resolved. Take care.

[Chadridv]

Originally Posted by texex91

Maybe the person is on vacation.

Also, they do have other clients and think the time frame is more than acceptable.

But hey, I wish you luck and hope it gets resolved. Take care.

They have outside of office auto replies for even the smallest businesses. I've run a small business (and by small I mean just me) for 12 years and I would never leave a client hanging that long, especially for what is essentially a yes/no answer.

Anyhow, he's not on vacation. He finally replied, apoligized for the delay and told me the sound coming from the movement is the ball bearings on the rotor and is normal within spec.

So he said they'll ship the watch out tomorrow and I'll have it on Thursday. Another extras day and half without the watch, which honestly is not a big deal but under the circumstances it's just annoying. I should have had the info the watch back in hand days ago, and I really shouldn't have had to send it in at all.

[masterserg]

What about the timing and winding issues?

[Chadridv]

Originally Posted by masterserg

What about the timing and winding issues?

Timing he said on his winder is +6 SPD, I was getting about +12 on the wrist and I saw a significant drop while storing the watch overnight Crown up. I was never overly concerned with that, but since I was sending the watch in (the first and second time) I request for them to regulate as close to zero as possible.

The winding/screw down issue he says is within spec. Not to sound like a broken record, but that's what really drives me crazy. Because every employee at the NYC boutique said they never felt a ROO like that. I handled two ROOs at the boutique and two ROOs at another NYC dealer and none of them felt like this.

And instead of returning my watch the first time and saying you have nothing to worry about with the crown winding/screwing down, they essentially returned the watch and said we replaced parts, oiled and lubricate it and fixed your issues. So of course when I had the watch back in hand the first thing I did was wind the watch and screw down the crown and noticed immediately it felt exactly the same.

Anyway, PG Rolex Daytona is looking nice to me these days, but we'll see how I feel when i get the ROO back in hand. Should be here thursday AM.

[Limitless]

Hi Chadri, any news on your ROO?