Disappointed with Rolex servicing. (Edit: But, Now Delighted !)

[Airoyster]

Hi Lads,
Well,my S/S Air-King-Date came back from getting serviced today,and I have to say that I'm not at all impressed with what I'm looking at.My watch initially was brought to an official Rolex retailer here in Ottawa Ontario for a broken mainspring(just happened the day before),and a complete servicing.I didn't mind ponying up the $500+ for the 5 star Rolex treatment because in my mind the watch would be 100% when I got it back. Boy,was I ever wrong!
The first thing I noticed was the graining(brushed finish) job on the bracelet and lugs....I could have done a better job myself(seriously).the finish was very dull almost flat gray with a fairly deep grain and very uneven on the lugs...even criss-crossed in places. The edges of the oyster bracelet were sharp and very uncomfortable on the wrist...it almost felt like a $10 flea market watch.The second thing was the crystal....it wasn't replaced! instead it looks like it was polished.I remember there were a couple of scratches on the crystal around the cyclops glass and they are still there.Three,the underside of the lugs weren't even touched and have tool marks on them.I can't say for sure if the crown was replaced or not but the coronet is totally upside down when screwed in...it was perfect before! Four,NO DOCUMENTATION WHAT SO EVER!!!...just a sales slip and a little paper service booklet.Nothing to say that this watch ever saw a Rolex watchmaker....nothing!These issues have cast some serious doubt on the quality of workmanship that my watch received....I don't even want to think about the inside.I've put in a call to the retailer to express my dis-satisfaction....I guess I'll have to wait and see what happens.Meantime,my watch is in my dresser drawer still sitting in the service box....I can't even bare to look at it.

[Tools]

Interesting issues..

I don't know what to say...........Are you sure that this ever went to an official Rolex Service center, or even a contracted Rolex Trained and Certified Watchmaker for it's repairs.. ???

Here in the USA they won't even open the back until you have received the written estimate of service and approved the recommendations and requirements.. If the crystal is Acrylic, it is almost always changed unless requested otherwise.

Then it always comes back with paperwork plus a 1 year Official Rolex Warranty.

[watchnut]

I agree with Tools, something is not right about the whole deal. Hopefully if you've paid already you have some kind of recourse. Even a poor job by an RSC should be better than you describe. Good luck.

[Singslinger]

Sorry to hear this. Rolex's servicing is supposed to be better than many others - in Singapore, it certainly is first-class (expensive, but you get good service and a fresh one-year guarantee) - and your experience deals a severe blow to that reputation.

[Airoyster]

I gotta tell you Guys...I'm pretty upset with the whole thing.I was assured that the watch would go to a certified Rolex service center,and I believe it did....just not the Rolex HQ in Toronto.There is a certified service center here in Ottawa that services the two Rolex dealers here and again I was assured that they follow the same strict procedures as Toronto HQ.The watch came back in a Rolex service box,polishing cloth, little paper booklet,and a winding tag,but no official documentation what so ever.Apparently my sales slip is my "warranty".I called the dealer head office,expressed my concerns and the person on the phone agreed that it didn't sound right.He is looking into it and asked me not to take any further action until he got back to me(that made me feel a little better).All I know is that this watch did not get serviced properly....someone dropped the ball somewhere.....

[rcher]

Originally Posted by Airoyster

All I know is that this watch did not get serviced properly....someone dropped the ball somewhere.....

...or ripped you off.

Something is rotten in Denmark.... (Apologies to William Shakespeare)

[diablojota]

Originally Posted by Airoyster

I gotta tell you Guys...I'm pretty upset with the whole thing.I was assured that the watch would go to a certified Rolex service center,and I believe it did....just not the Rolex HQ in Toronto.There is a certified service center here in Ottawa that services the two Rolex dealers here and again I was assured that they follow the same strict procedures as Toronto HQ.The watch came back in a Rolex service box,polishing cloth, little paper booklet,and a winding tag,but no official documentation what so ever.Apparently my sales slip is my "warranty".I called the dealer head office,expressed my concerns and the person on the phone agreed that it didn't sound right.He is looking into it and asked me not to take any further action until he got back to me(that made me feel a little better).All I know is that this watch did not get serviced properly....someone dropped the ball somewhere.....

You should have definitely gotten a warranty card for 1 year warranty after an official RSC visit for a Rolex. Something tragic happened and hopefully Rolex will take care of it for you!

[Solar]

Originally Posted by Airoyster

I gotta tell you Guys...I'm pretty upset with the whole thing.I was assured that the watch would go to a certified Rolex service center,and I believe it did....just not the Rolex HQ in Toronto.There is a certified service center here in Ottawa that services the two Rolex dealers here and again I was assured that they follow the same strict procedures as Toronto HQ.The watch came back in a Rolex service box,polishing cloth, little paper booklet,and a winding tag,but no official documentation what so ever.Apparently my sales slip is my "warranty".I called the dealer head office,expressed my concerns and the person on the phone agreed that it didn't sound right.He is looking into it and asked me not to take any further action until he got back to me(that made me feel a little better).All I know is that this watch did not get serviced properly....someone dropped the ball somewhere.....

I know Alcan on this forum has reported good results from the Toronto RSC. I figure that the local Ottawa service for Howards or Jubilee was not up to RSC Canada standards from what you report. Let us know how it ends up.

Chris

[diablojota]

Originally Posted by Solar

I know Alcan on this forum has reported good results from the Toronto RSC. I figure that the local Ottawa service for Howards or Jubilee was not up to RSC Canada standards from what you report. Let us know how it ends up.

Chris

He did. Posted pics of how Rolex RSC Canada took care of it.

[springer]

Originally Posted by Airoyster

I gotta tell you Guys...I'm pretty upset with the whole thing.I was assured that the watch would go to a certified Rolex service center,and I believe it did....just not the Rolex HQ in Toronto.There is a certified service center here in Ottawa that services the two Rolex dealers here and again I was assured that they follow the same strict procedures as Toronto HQ.The watch came back in a Rolex service box,polishing cloth, little paper booklet,and a winding tag,but no official documentation what so ever.Apparently my sales slip is my "warranty".I called the dealer head office,expressed my concerns and the person on the phone agreed that it didn't sound right.He is looking into it and asked me not to take any further action until he got back to me(that made me feel a little better).All I know is that this watch did not get serviced properly....someone dropped the ball somewhere.....

Ian, I think you need to make a trip to your dealer and find out where the watch was serviced. Doesn't sound like a RSC worked on it.

[Airoyster]

Everything worked out great!....The watch was returned to the AD here in Ottawa and then was sent to Rolex HQ for a complete level II makeover.Rolex HQ went over the watch from stem to stern and returned it to me 100%(see the pics I posted earlier) the watch is flawless....in fact, any blemish you see in the pics is likely a spec of dust or fingerprint.The watch has been back in my possession just over 30 hrs and has yet to lose or gain a second.No kidding! The Dealer here in Ottawa really went above and beyond to make things right.The Owner of the store chain took care of everything personally and even made arrangments with one of the managers at Rolex Canada to have the watch recieve prompt attention by the head watchmaker at HQ. I'm pretty impressed.

[Bisquitlips]

Take it / send it back and tell them what you have told us.

Insist on what you paid for. Do not take no for an answer.

This is inexcusable!

[diablojota]

You have to take it back. Something is clearly wrong. My watch just came back pretty much flawless from an RSC.

[onkyo]

Complain loudly.

[Airoyster]

I've read some of your comments guys,and I doubt I'll bring it back to the same retailer.I'll wait a day or two and listen to what they have to say,but the service center here in Ottawa will never see this watch again.I don't like what I see....what about the things that I can't see? I will likely box it up along with a copy of the receipt and Fedex it directly to Rolex Canada to get their opinion. I've literally had a knot in my stomach all evening over this....I don't think I've ever been so disappointed when it comes to my personal belongings.

[diablojota]

I can definitely understand where you're coming from. I'd be pi$$ed beyond words if this happened to my watch. Can you post some pics of it?

[mcjp6]

thats definitely not a good experience.......Let us know how it goes??

[SLS]

Dispute the charges on your CC. Contact the AD and inform why you are doing so. Finally, contact the RSC in your area and inform them of what happened. I am sure that some resolve will come of your mattter. The AK date is a watch not often seen here on the forum...I would love to see some pics.
~Scott

[lm21]

Originally Posted by SLS

Dispute the charges on your CC.
~Scott

EXCELLENT suggestion - do this IMMEDIATELY. In my experience, once they find out they may not get their money, the store can't ignore you...

[Tombstone]

Sorry to hear about your bad luck. I know through working with RSC,this forum, and friends experience RSC does care about how you feel and your feedback. If RSC did the work call them and send it back. Rolex will make it right. The RSCs may make mistakes from time to time but they usually make it right. I would add you don't want a long wait for your watch and it is putting you out to send it back again and be without your watch. IMHO

[Athonatron]

Call Rolex headquarters and report this fraud. They essentially took full money for a real service and went to some BS second rate shop to get it done. On top of that they possibly damaged your watch and its finish.

This is fraud and there isn't an official service center in Ottawa so they are lying to you.

[Matrim604]

Keep up updated Airoyster, I hope they resolve your situation. I would raise hell.

[Rolex116520]

You should definitely take pictures , write a letter in which you explain what happened and send it to Rolex HQ in Canada . If you do not get satisfaction soon , take it all the way to Rolex S.A in Switzerland . Nobody has the right to mistreat a Rolex , regardless what they charged . If they can't do a decent job they shouldn't touch it at all.
Hope this gets sorted soon , don't let them get away with it

[walds11]

Get it back to the official Rolex retailer and demand that they make things right.

I had a negative issue with the NY RSC. I had to send the watch back because there were tool marks on the case back.

[handdoc]

its gotta go back and be done right

[GMTJOHNNY]

I agree on calling RSC directly. I had my ss Airking serviced here at NY RSC and it came back 100% new. PERFECT in evvery way, and once again, I thought they swapped my watch for a new one. I got the warranty card too. I wish you the best but certainly go to RSC directly to inquire.

[Atomant]

Only thing I'm disappointed with Rolex as of right now is with the crown not facing at 12 o clock!!!!

[SDDS]

if i were u i will go back and talk to them loudly and tell them that u r dissatisfied with ur service... damn thats bad.. soory to hear that

[Lol-x]

I would let Rolex Canada deal with the retailer.

The story you got from the retailer about no warranty documentation smells pretty bad

Good Luck and let us know how it goes.

[davidm]

I'll bet that watch never saw the inside of the RSC. That retaler probably did it in house, happened to me. I would dispute the CC charges, and send the watch to them myself. Skip the retailer, and his added charges. And yeah, I'd be upset too..............David