Persistent issues with RSC NYC

[albmich]

My SD4k randomly filled with water after I owned it for a year (I bought it brand new from AD).

When I called RSC NYC they said it was probably my fault but I could bring it in. I brought it in and it failed the pressure test - the helium escape valve was malfunctioning. They rebuilt the movement and replaced the HEV and I got the Watch back after like 4-5 weeks.

Immediately I noticed huge scratches and smudges on the hands and tons of smudges on the inner flange. I brought it back and after 2-3 weeks they replaced the hands and cleaned up the reflector ring.

Last night I just noticed tons of debris inside the watch. Particles on the dial and lint/fuzz on the dial and on the inside of the crystal.

I’m just beside myself right now. I’m considering sending it to Dallas but I’m waiting on a call back from the supervisor at RSC NYC.

Is anyone else having issues with NYC?! I used to do some amateur watchmaking myself and these seem like absolutely inexcusable mistakes.

[rogerlu]

Send it to Dallas

[KBM]

You're right, this sequence of issues is inadmissible for a Rolex RSC. At this point I would send it to Dallas.

[R!$]

Very sorry to hear your issues
I've never had any problems with my 116600

I hope Rolex makes it up to you in some way since it was started by a faulty HEV

[Brian Page]

Dallas bound...

[tudorbaja27]

That's embarrassing. Send ti to Dallas. And file a complaint with whoever is in charge there.

[oldman2005]

Not acceptable, I'd send it to Dallas. Hope they don't mess it up more, good luck!

[padi56]

Originally Posted by albmich

My SD4k randomly filled with water after I owned it for a year (I bought it brand new from AD).

When I called RSC NYC they said it was probably my fault but I could bring it in. I brought it in and it failed the pressure test - the helium escape valve was malfunctioning. They rebuilt the movement and replaced the HEV and I got the Watch back after like 4-5 weeks.

Immediately I noticed huge scratches and smudges on the hands and tons of smudges on the inner flange. I brought it back and after 2-3 weeks they replaced the hands and cleaned up the reflector ring.

Last night I just noticed tons of debris inside the watch. Particles on the dial and lint/fuzz on the dial and on the inside of the crystal.

I’m just beside myself right now. I’m considering sending it to Dallas but I’m waiting on a call back from the supervisor at RSC NYC.

Is anyone else having issues with NYC?! I used to do some amateur watchmaking myself and these seem like absolutely inexcusable mistakes.

Please post a picture of this like you put it tons debris inside the watch and the lint and fuzz on the dial.

[t65tampa]

That's really unlucky. Sorry to hear about that.

I'd try the RSC in Dallas. I've had watches serviced at three RSC in the United States. Only issue I ever had was with a Day-Date Oysterquartz needing a clasp repair along with routine battery change. The NY RSC did the service on the watch, but didn't repair the clasp. Was really frustrating as it was clearly detailed in the work order. Made me question the quality of the work I couldn't see, so now my Rolex watches either go to Dallas RSC or to Rik at Time Care.

Good luck.

[sunnygps]

The Dallas RSC has been really good to me overall. I have had several Rolex watches services there and never had any issues. The last watch I dropped off for in-warranty service, they quoted 4 to 5 weeks and got the call today (two weeks in) that the watch is ready for pickup...

[marc2828]

that really stinks. I had them remove my diver extension, and they seem so upscale and professional. They must stand by their work.

Thanks for posting...next time I have them do anything for me, I will inspect the watch in great detail before accepting. Best of luck.

PS: I had a Panerai sent into NY Panerai SVC Center years ago, and they swapped the movement and the watch came back with dust in the dial. I was upset.

[Bigblu10]

Post pics!! There are many unhappy RSC NY customers. Unfortunate

[zaydans]

I posted a thread back in Dec 2016 about RSC returning my gmt II with blemishes on the case that weren’t there when I handed it over. Basic quality control doesn’t seem to be their strong point and that’s disappointing considering the brand status. Of course they put it right but should t have happened in the first place. Your experience does t surprise me at all.

[AEC]

If I were in your shoes, I would try to find out who's in charge of Customer Service at Rolex USA, and let that person know about this issue. I think this will help you to choose the right course of action, and it could mean your watch will be guided to the most skilled technicians (maybe in Dallas) and through the proper Q/C checks before it's returned to you.

I had a bit of Q/C trouble with warranty service to an Omega this year, and the head of Customer Service for Omega in the US read my post about it on another forum and he contacted me to offer his help! It was nice to have the assistance of a senior manager, and my watch received the excellent care I was hoping for.

I hope this trouble you're having is resolved soon.

[tyler1980]

Originally Posted by albmich

My SD4k randomly filled with water after I owned it for a year (I bought it brand new from AD).

When I called RSC NYC they said it was probably my fault but I could bring it in. I brought it in and it failed the pressure test - the helium escape valve was malfunctioning. They rebuilt the movement and replaced the HEV and I got the Watch back after like 4-5 weeks.

Immediately I noticed huge scratches and smudges on the hands and tons of smudges on the inner flange. I brought it back and after 2-3 weeks they replaced the hands and cleaned up the reflector ring.

Last night I just noticed tons of debris inside the watch. Particles on the dial and lint/fuzz on the dial and on the inside of the crystal.

I’m just beside myself right now. I’m considering sending it to Dallas but I’m waiting on a call back from the supervisor at RSC NYC.

Is anyone else having issues with NYC?! I used to do some amateur watchmaking myself and these seem like absolutely inexcusable mistakes.

I would get them to acknowledge that all that other stuff was their fault, since their first response for the initial issue was to blame you.... Then send it to Dallas.

[slavaboggu]

Funny you say that Marc2828, when i asked them to remove my divers extension they refused saying it was a 'modification' to the watch. This was also to my SD4K.
So, I went to Tourneau and they did it in 5 min no questions asked free of charge.

[Dompropat]

I'm sorry to hear, OP. Dallas will take care of you.

[Seibei]

Sounds like they should simply replace your watch.

[GradyPhilpott]

Originally Posted by padi56

Please post a picture of this like you put it tons debris inside the watch and the lint and fuzz on the dial.

x2

[albmich]

Originally Posted by padi56

Please post a picture of this like you put it tons debris inside the watch and the lint and fuzz on the dial.

I’d love to but this website won’t let me post pictures it keeps saying they’re too big. There are 3 white/silver specks on the dial that are visible without a loupe and there are 2 pieces of fuzz/lint on the backside of the crystal. I hope this better clarified what I meant by “tons of debris”

[albmich]

Originally Posted by marc2828

that really stinks. I had them remove my diver extension, and they seem so upscale and professional. They must stand by their work.

Thanks for posting...next time I have them do anything for me, I will inspect the watch in great detail before accepting. Best of luck.

PS: I had a Panerai sent into NY Panerai SVC Center years ago, and they swapped the movement and the watch came back with dust in the dial. I was upset.

Upscale and professional to remove a divers extension? That’s not even service work, that’s something that most people would do by themselves at home because it requires no effort whatsoever.

But yes the supervisor has said “this is inexcusable. I’m notifying our technical specialist. Please let us do whatever we can to restore your faith in our service center.”

I’m just not sure what I should do quite yet.

[Dirt]

Sorry to hear of your problems.
It's very disheartening to say the least.

It's sounding like Dallas is being lined up for more work due to their highly regarded and well deserved reputation

Just make sure that Dallas is made fully aware of the circumstances leading up to them getting your work in preference over NYC.

[Dirt]

Originally Posted by Seibei

Sounds like they should simply replace your watch.

On what basis?

[albmich]

Here’s two of the blemishes. One speck on the dial and one piece of lin/fuzz on the backside of the crystal

[albmich]

And another with my flash. My camera isn’t good enough to capture the others as well

[DahMan]

There’s nothing worse than dealing with a bad service center. I had an omega Chrono, the service company put the wrong hands on the subdial. The AD sent it back in, and there was a static spec of some debris stuck to the inside of the crystal. I ended up going to a well established jeweler, with a reputation for watch repair, who indicated they didn’t properly seal the back. The Omega Service Center , Miami.

[tyler1980]

Originally Posted by albmich

Here’s two of the blemishes. One speck on the dial and one piece of lin/fuzz on the backside of the crystal

if thats all inside the watch, that is awful. The hands look dirty too (which apparently have already been replaced once). unacceptable to me and especially so because its not one of those 10X magnification posts where stuff you cant even see is being called a flaw.

[3581512]

Wow I’ve heard so many horror stories about NYC RSC, makes me rethink going to them ever again.

[Dirt]

Originally Posted by 3581512

Wow I’ve heard so many horror stories about NYC RSC, makes me rethink going to them ever again.

And yet there are others who have sung their praises as well.
On the flip side there have been negative reports about Dallas as well, prompting people to swear of going to any RSC what so ever.

On balance there seems to be a good deal more affirmative for Dallas though.

[Juantxo]

A couple of months ago I went to RSC NY with two watches. One a 10 years old GMT and the other a six years old Yatchmaster. It was the first time I was taking them for service as they have been only lightly worn, but are running over two seconds fast a day.

They told me that it wasn’t worth spending money in service as both were running fine. I don’t know what to make of it.