Service question

[DougFNJ]

Hey all, brought my Sub date to my watchmaker to put on the timegrapher as it’s been getting slower over the year I’ve had it from -1-2 spd, now 3-5 spd. The watchmaker said the Amplitude is much lower than it should, below 200, and he encouraged me to bring it back to my AD and have them send it out for service, he said Rolex has made some updates to the 3235 movement.

Called my AD to see what I need to bring in with the watch, he was saying turnaround time is 16-20 Weeks. I was assuming 6-8 weeks. I asked if they’d be able to send it to Dallas, he said they send it to a Rolex Service Center in South NJ (I’m in NJ) I’ve never heard of it.

Is this a crazy turnaround? Anybody with experience with this RSC?

TIA


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[blufinz52]

I recently sent my Sub to the RSC in Dallas. The turn around was 8 weeks. Google Rolex Service Center, Dallas, TX and give them a call. They'll send you instructions on how to send the watch to them. Don't go through an AD, just do it yourself. They are great to work with. PM me if you have questions.

[Oystersteel92]

Originally Posted by blufinz52

I recently sent my Sub to the RSC in Dallas. The turn around was 8 weeks. Google Rolex Service Center, Dallas, TX and give them a call. They'll send you instructions on how to send the watch to them. Don't go through an AD, just do it yourself. They are great to work with. PM me if you have questions.

Pre-Covid Dallas was 4-5 weeks, depending on holidays. Interesting that they're still not back to "normal" after all this time.

[RFC]

Originally Posted by blufinz52

I recently sent my Sub to the RSC in Dallas. The turn around was 8 weeks. Google Rolex Service Center, Dallas, TX and give them a call. They'll send you instructions on how to send the watch to them. Don't go through an AD, just do it yourself. They are great to work with. PM me if you have questions.

Spot on. Sent 16700 for service to RSC Dallas thru AD. Had it back in 7+ weeks.

[rover26c]

Bring your sub to RSC in NYC, 650 5th Ave 7th Floor, NY. They are open Monday - Friday from 9am - 5pm. No appointment needed. Have it check while you wait, or if you want to leave your watch, be sure you bring the "International Guarantee green card" for warranty work.

[DougFNJ]

Thank you guys. Unfortunately I’ve heard of issues with the NY location with marks on the cases and dust under the crystal. I don’t see many complaints on the Dallas location.

The AD also told me this south NJ location that I’ve never heard of is the only RSC that does warranty work which makes zero sense.


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[fskywalker]

Originally Posted by DougFNJ

Thank you guys. Unfortunately I’ve heard of issues with the NY location with marks on the cases and dust under the crystal. I don’t see many complaints on the Dallas location.

The AD also told me this south NJ location that I’ve never heard of is the only RSC that does warranty work which makes zero sense.


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There is a Rolex Service Center in Lititz, PA which only handle work through AD’s, perhaps that is the one he’s referring to? There are also some AD’s that have in house Rolex service (you get the 2 yr warranty with the RSC card just like with Dallas, NY and Beverly Hills) so may also be one of them


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[Dirt]

Poor fellow
I would send it to Dallas myself and strictly follow their postage instructions to make it happen

[Zazzles]

I sent my 116500LN daytona off to PA (I believe?) through my AD 8 weeks ago, still no updates. I was quoted 16 weeks :(
Initially one SA at my AD said he'd send it to Dallas. When I dropped it off with them the other SA there said they'd be sending it to PA.

[Smittyswatches]

I had my ad send out my sub and it was 17 weeks, and came back like new so it’s worth the wait guys.

[DougFNJ]

Originally Posted by Smittyswatches

I had my ad send out my sub and it was 17 weeks, and came back like new so it’s worth the wait guys.

Thank you, may I ask which service center?


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[Smittyswatches]

Originally Posted by DougFNJ

Thank you, may I ask which service center?


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It was Dallas and a Daytona. I don’t know if that makes a difference or not.


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[DJ TT 2002]

I’ve had 4 different watches serviced at RSC NYC since 2013
All were returned to me in “ like new condition “
I wouldn’t hesitate to use them.

Good luck with your service !!

[DougFNJ]

Originally Posted by DJ TT 2002

I’ve had 4 different watches serviced at RSC NYC since 2013
All were returned to me in “ like new condition “
I wouldn’t hesitate to use them.

Good luck with your service !!

I’m sure there are plenty of good experiences out of there, but the complaints and people having to go back repeatedly are concerning. I’m going to call the Dallas RSC tomorrow. I’m hoping it’s not going to be 3-4 months out for the service. If they fix the issue and it comes back we’ll regulated with no obvious aesthetic issues outside of the hairlines from my own use, I’ll be happy.


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[DougFNJ]

Called Dallas RSC this morning. They sent shipping instructions. Going to ship it out today. They were saying 13-15 weeks if full service, but if an easy fix and regulation could be 12 weeks as they are backed up. Augh.

If they fix the issue, and it runs like my DJ41, will be 100% worth the wait.


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[BMWMotoRider]

When you send it straight to Dallas RSC, do they ask you to send them the actual warranty card? Just curious how this is handled when not sending through an AD or an in person drop off.

[DougFNJ]

Originally Posted by BMWMotoRider

When you send it straight to Dallas RSC, do they ask you to send them the actual warranty card? Just curious how this is handled when not sending through an AD or an in person drop off.

They sent detailed instructions. Either original card, or copy of both sides of the card is ok, very clear to use brown paper tape for packaging and registered mail.


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[BMWMotoRider]

Originally Posted by DougFNJ

They sent detailed instructions. Either original card, or copy of both sides of the card is ok, very clear to use brown paper tape for packaging and registered mail.


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Thanks for the clarification. Hopefully you get a quick turnaround and all is good when you get it back.

[Mystro]

Originally Posted by DougFNJ

They sent detailed instructions. Either original card, or copy of both sides of the card is ok, very clear to use brown paper tape for packaging and registered mail.


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As a owner, Registered Mail is the only way to go.

[DougFNJ]

Originally Posted by Mystro

As a owner, Registered Mail is the only way to go.

Never did registered mail, cringing at how slow it’s going to be. Dropped it off yesterday at my Post Office. Tracking said 4 days, it still hasn’t moved from my post office.

Originally Posted by BMWMotoRider

Thanks for the clarification. Hopefully you get a quick turnaround and all is good when you get it back.

That’s the hope I have


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[brandrea]

Good that your have a back up to wear Doug

[DougFNJ]

Figured I’d keep this thread updated through the service experience so others would have an idea on the process, communication, and timeline.

I reached out to Rolex Dallas to explain the issue I’m having. Watch was -1-2 seconds per day when I first got it. Over the year I’ve had it, it was getting slower. My watchmaker put it on his timegrapher and said the Amplitude is very low. He suggested to send it in for Warranty service.

The rep I spoke with when I asked how the process goes said Warranty work typically takes priority, they have been backed up and I should expect 10-12 weeks.

Rolex emailed me instructions specifically stating not to send it in the original box, to use brown paper tape on the packaging, NOT plastic, this makes it easier to see if it was tampered with, and to send it registered mail so it is insured, it is kept in locked cages during sorting points, and it has to be signed off by anybody that touches it.

I dropped it off at my post office on Monday, March 28, 2022.

Delivery confirmation showed it was received Friday April, 11. Rolex also sent me an email confirming they received it, it’s in a vault awaiting a technician. I will be contacted in approximately 4 weeks with a detailed estimate.

That was a week and a half ago, so I will update when I get the estimate.


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[Zazzles]

I'm at 11 weeks now waiting for my daytona, I had my ad send it in on my behalf. No word yet.

[DougFNJ]

Originally Posted by Zazzles

I'm at 11 weeks now waiting for my daytona, I had my ad send it in on my behalf. No word yet.

No word at all since you dropped it off at your AD? Do you know which service center it went to?


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[Zazzles]

Originally Posted by DougFNJ

No word at all since you dropped it off at your AD? Do you know which service center it went to?


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Nope no word. I have been trying to stay out of their hair, don't want to be a bothersome customer.
But I did just now email my SA to see if she could obtain a status update for me, I'll report back.
Not certain where it went either. One SA told me it'd go to Dallas, the other said PA.

[Zazzles]

Originally Posted by Zazzles

Nope no word. I have been trying to stay out of their hair, don't want to be a bothersome customer.
But I did just now email my SA to see if she could obtain a status update for me, I'll report back.
Not certain where it went either. One SA told me it'd go to Dallas, the other said PA.

Update - they check in with the factory and they're doing a full service on the movement without refinishing and they expect it will be finished in 2-3 weeks. That would put us just about spot on to the original 16 week estimate. Painful but I can't wait to have it back for hopefully a decade of troublefree use.

[Zazzles]

Originally Posted by Zazzles

Update - they check in with the factory and they're doing a full service on the movement without refinishing and they expect it will be finished in 2-3 weeks. That would put us just about spot on to the original 16 week estimate. Painful but I can't wait to have it back for hopefully a decade of troublefree use.

Update to my update:

It's back on my wrist!!! The AD called and told me to come pick it up, guess the original email was relayed about a week late.
Service center was New York. Daytona 116500LN Shipped in for warranty repair (running 5 min slow per day). Dropped off with AD for them to ship for me Feb 1. Picked up from AD May 17. Rolex shipped it back to my AD with some sort of overnight service since their paperwork was dated 5/16 (yesterday).
Thrilled to have it back on the wrist.

[TswaneNguni]

RSC ...not for Horologists in a Hurry.

Patience

[Stan Cooper]

The New York Service Center has moved; it is now in Long Island City, NY. I didn't know there's an RSC in New Jersey.

Attached are the new shipping instructions with the new Long Island City address.

[DougFNJ]

That’s another thing that was clarified. My AD has 2 locations. I was in the other day, he said they ship the Watch to their other store in south NJ and that store ships the watches to NY RSC


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