Not very impressed with Rolex service!

[Dan Pierce]

Originally Posted by Alligator

So I called the RSC this morning. It was serviced in the Dallas center. They confirmed they had received it, and their notes showed scratches in exactly the same places I noticed (and their notes matched where I had seen them without me even telling them the locations).

They offered to refinish the surfaces, but advised me against it since it actually removes some of the metal. They recommended I wait until the first 5 year service, which I'm actually happy to do. The scratches are not noticeable when worn.

They also confirmed they send it back in a throw-away shipping box, no bag or polishing cloth. They also confirmed the work that was done, which matched what I wanted.

So all in all, it doesn't really sound like I can ask for more. The watch works now, and I'll live with the scratches, I guess.

Again, although everything is fine, I was just hoping for something a little better than this. Maybe I put Rolex on too high of a pedestal.

Many make that mistake. However, wanting to receive a pristine watch after an RSC service is not asking for too much, imho.
dP

[Knappo 1307]

Originally Posted by Dan Pierce

Many make that mistake. However, wanting to receive a pristine watch after an RSC service is not asking for too much, imho.
dP

Especially when the watch is virtually unworn !!

[cop414]

Happy that you got it sorted out, miffed though that they scratched it.

[Awesome Jim]

Case backs are usually scratched from case back resting on inside of clasp instead of putting a watch cushion or collar in between.
Most people look at watches ten times harder when they come back from service than when they go out.

[improviz]

It's also possible that AD didn't package it correctly (so that clasp couldn't scratch back of case) before sending it out. Or could just be faulty memory, no way to know absent before pics...

[Al1969]

Originally Posted by Alligator

A few of you may remember a post I started several weeks back about my brand new SS Daytona not working correctly (http://www.rolexforums.com/showthread.php?t=307429). I ended up giving the watch back to my AD after just a few days of wearing it and they sent it (with my warranty card) to the Rolex service center. I have a Sub as well, so I had something to wear while it was away.

Well, its been three weeks now, and I finally contacted my AD to find out the status. The AD followed up with their Rolex rep, and the watch was scheduled to arrive the next day (yesterday). Needless to say, I was excited and went to pick it up right when it arrived.

When I pick up the watch, I expected it to look brand new (1) because it was worn only a few days and was new, and (2) because I've heard Rolex



makes watches sent in look like new. Imagine my shock when I pick up the watch and see a scratch on the watch back! I'm certain I did not put any scratches on the watch during the few days I actually wore it. I point it out to the AD, and he tells me I can either leave it and they will contact Rolex, or I can take the watch. After spending this much money and not really having a watch to wear, I took it and decided I would live with it until the first service in 5 years. I looked it over in better lighting when I got home, and found more scratches next to the clasp. I figure I'd end up scratching it up there on my own simply by using it, so I decided to ignore these scratches too.

Finally, when I went to leave the store, the AD tells me that Rolex forgot to send back my warranty card. They will have it sent out by mail when it arrives.

I'm happy I have my watch back and I can live with the scratches. I'm just surprised by the fact that it quit working within the first week of use, and the fact that Rolex scratched it up during the service and forgot my warranty card when they returned it. That, and I never heard one word from Rolex directly about selling me a defective product. Most other companies would have immediately replaced it, or at least apologized and would have reassured me they would make it right - but not Rolex. The AD was helpful, and I know it's not their fault. I'm just disappointed, I guess I was hoping Rolex service was better than this.

You're definitely a better man than me. If I spend that kind of money for a Daytona. I'd expect it to come back in pristine condition as others have stated. I suspect the AD did not send it to RSC and perhaps it was service by a Non-Rolex certified individual. If I was you I'd demand the 'paper trail' to back up his claim.

[Rolexitis]

Originally Posted by rolexpete

x3 +1

x3 +3-1

[jctrolex]

I sent my watch in through the AD for warranty service a couple of years ago. it came back polished with paper work, polishing cloth in a Rolex service box. It looked so new I didn't wear it for a month for fear of scratching it. I was extremely happy with their work. I guess not all RSC are the same.

[Casey VP-26]

Something wrong here, Good Luck.

[zeroshiki]

had my dssd regulated and it came back with a scratch on the titanium caseback part.

these kind of things would annoy me in the past, but this time it didn't. watches are meant to be worn and have scratches anyways.

now i'm waiting for the warranty work of my NDc sub. the dial has a paint bubble on it, and the crystal has bubble/crack. it was a brand new watch with all stickers still intact. i hope RSC will rectify the problems. can't wait to have it back and be able to wear it.

[cop414]

Originally Posted by zeroshiki

had my dssd regulated and it came back with a scratch on the titanium caseback part.

these kind of things would annoy me in the past, but this time it didn't. watches are meant to be worn and have scratches anyways.

now i'm waiting for the warranty work of my NDc sub. the dial has a paint bubble on it, and the crystal has bubble/crack. it was a brand new watch with all stickers still intact. i hope RSC will rectify the problems. can't wait to have it back and be able to wear it.

Paul, that is terrible. Please keep us posted here as to how you make out. What RSC did you send it to if you don't mind me asking?

[OML]

Originally Posted by Alligator

So I called the RSC this morning. It was serviced in the Dallas center. They confirmed they had received it, and their notes showed scratches in exactly the same places I noticed (and their notes matched where I had seen them without me even telling them the locations).

They offered to refinish the surfaces, but advised me against it since it actually removes some of the metal. They recommended I wait until the first 5 year service, which I'm actually happy to do. The scratches are not noticeable when worn.

They also confirmed they send it back in a throw-away shipping box, no bag or polishing cloth. They also confirmed the work that was done, which matched what I wanted.

So all in all, it doesn't really sound like I can ask for more. The watch works now, and I'll live with the scratches, I guess.

Again, although everything is fine, I was just hoping for something a little better than this. Maybe I put Rolex on too high of a pedestal.

You have every right to have been both angry and disappointed. When you drop big bucks on a new anything and that anything takes a big dump days latter and the answer is to fix not replace that anything it's truly an unhappy place to find oneself.
Interesting to me though- I also was under the perception that when a rolex is sent in for service the watch would be returned in- like new condition - warranty work, non warranty work, general sevice, 5 days or 5000 whats the difference? Disposable shipping container with no warranty card? No little green sevice bag/tag AD unveiling? Do not promote something as a rigid absolute if it is not. The removal of a micron of metal not recommend, but in 5 years ok......please! If thats a problem- replace it then!

[Kingair]

Originally Posted by Hairdude1

I wouldn't have left without any sort of compensation for the scratches. Also that was a quick turnaround. As stated above do you have the RSC paperwork?

Originally Posted by cop414

I would question your AD as to which RSC he sent it to. Something doesn't sound right here... keep us posted.

x 2

This is not what I would expect of service . . . .

HAGWe

[at7724]

I bought a brand new ExpII a few years ago. It broke after a few weeks. Returned to dealer and they sent it to Dallas RSC. It came back fixed but with scratches. Didn't want to hassle with sending back. Now for service or any problems I take it to SF RSC. Great service and work. No complaints.

[zeroshiki]

Originally Posted by cop414

Paul, that is terrible. Please keep us posted here as to how you make out. What RSC did you send it to if you don't mind me asking?

hi there,

it was at singapore RSC when i visited there earlier on march, i stopped by to have the dssd regulated, only noticed a bit later the titanium caseback has marks on it(not scratch), it's kinda hard to explain. it looks like sticker residue when you peel off from something, but very faint and not really noticeable, and no matter how i clean it it's still there.

anyways, i'm posting here to report that my sub nd finally came back after sending it out since early july. lol. apparently rsc jakarta had to send it to rsc singapore to have the dial replaced(defect: paint blob on the surface). i'm happy to report it came back with a PERFECT dial! the old dial had a few hairline scratches, and hazy like polishing marks all over it, this one is crystal clear, beautiful!!!

not too happy one thing, the hour-minute alignment is off now compared to before(when it's 6 o'clock, the hour hand move past 6 marker a bit, i find it's pretty common on rolexes) but it doesn't bother me. i won't be sending it again anytime soon. maybe someday in the warranty period.

thanks for reading.., cheers

[kmleffler]

Have you considered that it may have been scratched at the AD's before being sent to the RSC. Any AD's repair department can buff out the scratches without having to send it back to the RSC.

[zeroshiki]

Originally Posted by kmleffler

Have you considered that it may have been scratched at the AD's before being sent to the RSC. Any AD's repair department can buff out the scratches without having to send it back to the RSC.

nah.. for the dssd i didn't send it in via AD, i walked in to the RSC center in singapore. it's okay really, i'm sure they'll be able to buff it out when it's due servicing time in a couple years or so. :)

[WyoWatch]

Originally Posted by Outrlimit

Just a guess but it sounds like it was serviced locally. The condition would be unusual from Rolex and getting it back in 3 weeks is several weeks faster than typical.

I would hope it is unusual but is not out of the question. My Sub C went back to RSC Dallas 2 additional times because of stuff like this before they returned it to me in pristine condition (as it should have been the first time).

[RolexWatcher]

Pretty crap service if RSC/AD/etc can't even get the serviced watch properly without getting scratches on it. Pretty ridiculous.

[Frosty]

I had the RSC Beverly Hills service three watches last year and the turn around time was three weeks for all three. Actually, one was done sooner, but, I had two in at the same time, and the second one was ready in three weeks. I carried them in so I know Rolex did the service.

[HORNBLOWER]

If I got my new Daytona back all scratched up from a service, I would have to be honest and say that I would loose my mind.

[43builder]

i would have to agree with everyone else - you didnt get what you paid for. and if someone was careless with your new 13,000 watch, then you need to get on them about it and have them fix it properly.

[jct55a]

I had a similar experience with my Daytona. It had to have a full service after about 6 months of ownership. It came back with the chrono running, all the chrono pushers unscrewed, a new bezel scratch, and covered in greasy fingerprints. It worked fine but it just showed a complete lack of care. I can understand not polishing it, but they could have at least wiped it off before shipping.

[lamnyc]

I would wear it too and wait until you get service. Every watch will get scratches eventually.

[redsubby]

Originally Posted by Alligator

So I called the RSC this morning. It was serviced in the Dallas center. They confirmed they had received it, and their notes showed scratches in exactly the same places I noticed (and their notes matched where I had seen them without me even telling them the locations).

Sounds to me it was caused by poor handling of the AD before your watch got to RSC Dallas as they already noted the scratches. I've seen how most AD's handle brand new watches, they lay them down flat, metal against metal. I wouldn't blame this one on RSC.

[Doug T]

I would be very suspicious that it was NOT sent to a Rolex service center but rather serviced at your local AD. No question that I would be in touch with Rolex as I'm sure they would want to be sure that you're a happy customer. You should feel 100% happy with your purchase. Good luck.

[69mach351]

If you bought a premium car (Porsche, Ferrari, Jag, etc.) would you accept it back with scratches after service? I wouldn't, and I would be pissed that would need additional work. While some may not agree, I believe part of paying for and enjoying a premium product, is getting the treatment and service that comes along with it.

[aaron123]

Originally Posted by 69mach351

If you bought a premium car (Porsche, Ferrari, Jag, etc.) would you accept it back with scratches after service? I wouldn't, and I would be pissed that would need additional work. While some may not agree, I believe part of paying for and enjoying a premium product, is getting the treatment and service that comes along with it.

People forgot that you aren't just buying a luxury product (watch in this case) but you are buying an experience. Mercedes Benz understands this concept well.

[RolexWatcher]

Originally Posted by Alligator

So I called the RSC this morning. It was serviced in the Dallas center. They confirmed they had received it, and their notes showed scratches in exactly the same places I noticed (and their notes matched where I had seen them without me even telling them the locations).

As redsubby has said, looks like the AD did the scratches then!! Call back to RSC to re-confirm that they received the watch with such scratches and that is why they made the notes and then give that AD hell!