Excellent customer service

[Nodelicious]

I found a couple of small flaws in the dial of my Milgauss gv. Took it into Rolex and they were more than happy to replace the dial after looking at the watch.

I haven't received my rolex back yet but great customer service so far.

[Elementa]

What was the issue?

[Mickey®]

Yes. What exactly were the small flaws?

[Nodelicious]

Bubble in the centre of the orange 3 marker (in dim light) and a small scratch along the metal border surrounding the orange as well.

[mjclark32]

Nice, how long did they say it would take?

[Nodelicious]

10 days approx...

[Mickey®]

Wow that would have been worth 10x's as much in 20 years...thats the rare "bubble on the "3" variation that I've heard about on the internet.

Can't imagine Rolex will pop off the marker and replace...I guess they will just pop in a new dial.

[Nodelicious]

Hahahaha :) You know what I'm typically not the type of person to return a product. However in this case considering that it is a higher end wristwatch from a company that prides itself on build quality I thought that I should at the very least show them the bubble. Would you not have done the same thing?

[SohAIS]

i would have kept it the way it is. That is just me.

[cajunron]

Originally Posted by Nodelicious

Hahahaha :) You know what I'm typically not the type of person to return a product. However in this case considering that it is a higher end wristwatch from a company that prides itself on build quality I thought that I should at the very least show them the bubble. Would you not have done the same thing?

I'm not usually anal about small discrepancies, but that is a flaw that I couldn't deal with. You are right in wanting it fixed. For the amount of money you pay for a new, premium watch, it should be perfect IMO. That bubble in the indice would bug the hell outta me.

[jeffobranovich]

Has anyone had exceptional customer service with Rolex dealers in Austin, TX?

[Nodelicious]

Originally Posted by jeffobranovich

Has anyone had exceptional customer service with Rolex dealers in Austin, TX?

I am dealing directly with Rolex head office here in Toronto not my AD.

[Rolexpilot]

You are lucky it didn't come back worse.

[Nodelicious]

It hasn't come back yet - why would it come back worse after replacing the dial? They acknowledged that it was defective....

[xhype]

rolex tends to mess things up from time to time

[Nodelicious]

Well - I guess time will tell. It would be a real shame if the company that designed and built this product was not capable of replacing a dial and providing me back with a perfect product in return. Especially after they surveyed my watch And acknowledged that there is a problem.

If you can't trust the company that built it to fix it then its an issue, but again we shall see what my watch is like when it's back. If there was a second issue, I'm sure that they would fix that as well.

At the end of the day the real question here is - should you have a defective product from rolex fixed or not when under warranty? I don't think the customer should be afraid to leave their watch with the head office of the corporation that built it.

In my opinion, if you are purchasing from a company that you feel is not even capable enough to repair a defected product, then you should probably purchase your product from a company that you do have faith in.

[impalass]

I've been dealing RSC Toronto since the 70's, and they always go above and beyond when it comes to service.

[Nodelicious]

Originally Posted by impalass

I've been dealing RSC Toronto since the 70's, and they always go above and beyond when it comes to service.

They were amazing when I went there. Professional and very friendly. They had a specialist take a look at the dial and after they ackknowledged that there is in fact a problem they took care of everything and let me know that they will be replacing the dial and will have my watch back to me as soon as possible.

[Alcan]

I've sent 6 or 7 watches to Rolex Canada in the last several years, most for overhauls, a few for lesser issues. Superb service every time.

[Nodelicious]

Got my gauss back from Rolex Canada and the new dial looks great. Excellent customer service from Rolex Canada :)

[Trouble15]

Looks good!

[Vincent65]

glad you got it sorted - the other one was lame!

[Annan]

Good for you. You did the right thing and so did Rolex. If you look at the official Rolex website they use the marketing slogan "An obsession with perfection". Like you said, this is a high end watch from a company that prides itself on quality.

[themast]

Well done! Now you can fully enjoy it.

[samuel019]

Looks great. As it should. I agree with you. I wouldve tried to get it fixed to. When we pay what we pay for our Rolex's we should get what we paid for. It wouldve bugged me to. Had a situation myself but mine was due to a finger print on inside of crystal. A D took care of it. Rsc not needed. Congrats on getting your Milgauss back. I Love your watch. It may be my next one..

[BlackBay]

Nice! I definitely would have done the same! I always have a close inspection on the dial markers if I think it could be a replica (there are tons of other tells). You will always find imperfections on it. A Rolex should be perfect! Not even a tiny bubble.

Well done! Wear it in good health my friend

[mrbill2mrbill2]

Good deal.

[nauticajoe]

That's great. I'm glad it worked out.

[Linzjnr]

Originally Posted by sohail

i would have kept it the way it is. That is just me.

Nah, I'm with the OP, it would have done my bean too

[brkanand]

Glad all ended well.