Just Received Watch Back From RSC. Questions About What They Did.

[nsguy]

Hey friends, I posted a while back about some power reserve issues with my 2016 submarine (https://www.rolexforums.com/showthread.php?t=600735).

I decided to drop it off at the AD I purchased the watch from. They monitored the issue for a few days before noticing the problem I was seeing, then decided to send it off to RSC under warranty. They received the watch back from RSC, did their tests again, and said it's now ready for pickup.

I asked for the receipt from RSC and I noticed all it says under "Service Operations Executed" is "Check Movement". It's unclear to me whether they actually found an issue and fixed it, or just could not reproduce the issue and sent it back to me. Does anyone know if it's possible they did some work but "Check Movement" is a catch-all term for them? I'll be monitoring it on my end now that I picked it up and will see if the issue remains. RSC is closed today which is why I didn't just call them. Thanks.

Update: If I recall correctly when I was dropping my watch off, the service agent noticed that when winding it, it would never seem to hit any resistance once fully wound. I just tried now and I notice it hitting a resistance, so perhaps RSC did do something after all.

[Micha]

problem solved...

[Dirt]

It's about all you can reasonably expect and typical.
It was a warranty repair and at their cost.
You are not entitled to know anything more about the scope of work performed.
By your own account there seemingly has been work performed.

You bought a Rolex.
You have to trust their integrity and rightly so because you are theortically dealing with the most respectable organisation in the world that puts customer satisfaction, product reliability and reputation at the top of their priorities.

Welcome to the Rolex way

[Kel_Solaar]

Vague language like that annoys the hell out if me, makes it even worse if you're not dealing direct with the people that did the work.

[77T]

Sadly the AD didn’t set your expectations or you may not have asked in advance to be consulted.

If you don’t experience the same issue again then you are happy, I’m sure.


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[Dirt]

Originally Posted by Kel_Solaar

Vague language like that annoys the hell out if me, makes it even worse if you're not dealing direct with the people that did the work.

Get over it.
It is Rolex.
They are not perfect, but their integrity is virtually second to none.
Some things are worth investing a reasonable amount of trust.

[Kel_Solaar]

Originally Posted by Dirt

Get over it.
It is Rolex.
They are not perfect, but their integrity is virtually second to none.
Some things are worth investing a reasonable amount of trust.

I'm an analyst by trade so I'd rather professionals like rolex just printed a few extra words on the docket to keep me sweet. I think I am being unrealistic to expect it though. I feel the same way about my car and the dealerships. Nothing wrong with voicing your opinion and potentially changing the way a company delivers it's customer service.

[watchmework]

Give them a call and follow up with questions over the phone, you may get more detail than what is present on the receipt.

[Old Expat Beast]

Originally Posted by Dirt

Get over it.
It is Rolex.
They are not perfect, but their integrity is virtually second to none.
Some things are worth investing a reasonable amount of trust.

Nice tone to take with a new member

[hugs]

Originally Posted by Dirt

Get over it.
It is Rolex.
They are not perfect, but their integrity is virtually second to none.
Some things are worth investing a reasonable amount of trust.

What you don’t seem to realise is the customer is probably communicating with an employee who is probably on minimum wage and doesn’t give a toss about what they are doing or who they work for.

There is no such thing as communicating with a company.

That’s why it’s nice to get some information from whoever did the work.

[Kel_Solaar]

Well said brothers

[turborolex]

I’ve sent multiple watches to Rolex for issues including running fast/slow. I like to send my watches directly to RSC. You usually get an email stating what they will do and the cost, if it’s not under warranty. If it’s under warranty, they will just fix the issue and mail you a very simple explanation with your watch. Many times I’ve gotten calls from RSC asking me questions and you can always call them while your watch is in service and they will answer any questions you have and tell you the stage of your repair.

This has always been the way they handle things.

I hope this helps.


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[Bladeshot]

Originally Posted by watchmework

Give them a call and follow up with questions over the phone, you may get more detail than what is present on the receipt.

Welcome! This is a great place to get questions answered. If you encounter resistance, it’s fixed. I think that would be enough for me. Perhaps that phone call to the RSC (suggested) would help. Cheers!


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[Finfin]

As a fairly new Rolex owner a) I’ve made a good choice to throw money at so worthy a purveyor of fine luxury goods or b) this is a cult.

Originally Posted by Dirt

It's about all you can reasonably expect and typical.
It was a warranty repair and at their cost.
You are not entitled to know anything more about the scope of work performed.
By your own account there seemingly has been work performed.

You bought a Rolex.
You have to trust their integrity and rightly so because you are theortically dealing with the most respectable organisation in the world that puts customer satisfaction, product reliability and reputation at the top of their priorities.

Welcome to the Rolex way

[Andad]

Originally Posted by Old Expat Beast

Nice tone to take with a new member

Especially from someone who has so much to say but can't even support the Forum.

Just another one for my list Adam so..Dirt.

Somehow seems fitting.

[Andad]

When the mainspring is fully wound further winding causes the mainspring to slip in its housing.
This can be felt as a extra resistance to winding but I find It varies from model to model.
On some I can also feel a slight 'click' as the mainspring slips.

[RolexComplex]

Which RSC did the work?