Sent my watch to RSC Dallas for repair, USPS is bringing it back

[Carrera911]

Saturday last week I sent my watch to get the PIP replaced to RSC Dallas after I talked with them and they sent me the instructions on how to pack and send it.
So I send the watch using USPS registered mail, I insure it through them for $14k and off it goes. I keep tracking it using the tracking number I have on my receipt and after arriving to Dallas, for some reason I start seeing it come back to me. It's as if Rolex has refused the package or USPS has made a mistake. Did anyone experience this before ?

[cop414]

I’d give Dallas RSC a call this morning. Hopefully they didn’t refuse it because of the way you packed it, I understand that you must follow their packing instructions exactly.

[Carrera911]

Originally Posted by cop414

I’d give Dallas RSC a call this morning. Hopefully they didn’t refuse it because of the way you packed it, I understand that you must follow their packing instructions exactly.

I packed it using paper tape, brown box. Not sure why they would refuse it.

[cop414]

You should be good then, keep us posted. I’d still call them.

[Carrera911]

Originally Posted by cop414

You should be good then, keep us posted. I’d still call them.

I dont think I'm good if the package is being returned. I dropped over $50 to have it shipped insured to them, if they refused it I am unlikely to get a refund for that.

[DonRickles]

I'd take it as a sign!

Let's just say my experience with Dallas RSC wasn't so good.

[DJ2020]

That sounds like there really picky. Box in tact and it arrived, what could possibly be the problem.

[Carrera911]

For reference this is how the package was sent:

[Michael T]

Originally Posted by Carrera911

For reference this is how the package was sent:

I thought it needs to be sent US Registered Mail where the packaging must be:

“Registered Mail must be sealed with glue, plain paper tape, or cloth tape; the tape must absorb ink and must visibly damage the envelope or wrapper if removed.)”.

This looks like adhesive tape. Was it sent registered mail?

I have done this to Dallas RWSC and the US Postal insurance is quite reasonable.

[OrangeSport]

Hmm

The only way mine goes to a RSC is when I take it and check it in person.

[garyk]

Originally Posted by OrangeSport

Hmm

The only way mine goes to a RSC is when I take it and check it in person.

That sounds like a good plan!

[Carrera911]

Twist in the plot:
1. Called the RSC, they lady who answered the phone said she doesn't see the package being refused by the service center. She says she will research it a bit, and give me a call.
2. I called the local post office to check WTH is going on, the package is already back at the place I left it off. The guy at USPS puts me on hold to find the package. Comes back to me after five minutes and says "There's around 500 packages here so I'm having a hard time finding yours, I'll give you a call back in 30 min'"
I'm telling him: This is a $14k insured package, it's supposed to be in a safe. Are you sure it's mixed up with another 500 packages ?

Took my phone number and is going to call me back.
Starting to get really stressed here.

Update 2:
The guy from USPS calls me up again within minutes, the package was in a safe. He says the issue was that I wrote on the packge "TO: ...." at the top and "FROM:...." at the bottom and the "computer picks it up as your address is the destination". He continues to say the clerk that accepted the package should have picked that up and should have asked me to write it correctly, I guess the TO at the bottom and the FROM at the top...Weird issue but the package was not tampered with at all so they are re-labeling it and sending it back to RSC. I pray to god the package content is still there.

[rambo99]

Originally Posted by Carrera911

Twist in the plot:
1. Called the RSC, they lady who answered the phone said she doesn't see the package being refused by the service center. She says she will research it a bit, and give me a call.
2. I called the local post office to check WTH is going on, the package is already back at the place I left it off. The guy at USPS puts me on hold to find the package. Comes back to me after five minutes and says "There's around 500 packages here so I'm having a hard time finding yours, I'll give you a call back in 30 min'"
I'm telling him: This is a $14k insured package, it's supposed to be in a safe. Are you sure it's mixed up with another 500 packages ?

Took my phone number and is going to call me back.
Starting to get really stressed here.

Update 2:
The guy from USPS calls me up again within minutes, the package was in a safe. He says the issue was that I wrote on the packge "TO: ...." at the top and "FROM:...." at the bottom and the "computer picks it up as your address is the destination". He continues to say the clerk that accepted the package should have picked that up and should have asked me to write it correctly, I guess the TO at the bottom and the FROM at the top...Weird issue but the package was not tampered with at all so they are re-labeling it and sending it back to RSC. I pray to god the package content is still there.

what a stupid computer which doesn't even know how to distinguish between TO and FROM, lol!

[stainlesssteve]

I have sent multiple watches to Dallas Service Center via USPS Registered mail. They always arrive, BUT the tracking info is a mess and not accurate.

[Carrera911]

I think it's probably my mistake. Not very accustomed to the fact that "machines" read packages.

[swiss_seth]

Originally Posted by Carrera911

I think it's probably my mistake. Not very accustomed to the fact that "machines" read packages.

fun history lesson, NSA had been known to tap into the USPS machines and look for letters of interest and then surreptitiously read the contents and seal it back up and send it out.


I believe this was going in in the 70's

[honuswagner13]

For what its worth, I worked for the Post Office for 4 years back when I was in college.

Registered mail IS the way to go to ship high $$ packages. Every step of the way, the package is in an employee's possession, and a signature record log is associated with the package's journey.

The packages were all kept in locked cages, with an employee on staff at all times. This was back in 2000-2004. I don't remember seeing them in safes, but this may have changed over the last 20 years.

From what I was told, if a register mail package is lost, the employee who last had the package on record is responsible for the monetary value. Not sure how true that is.

The shipping time is very slow, due the the high security each package must go through.

In my opinion, you should have no worries about your package arriving to its destination in a safe manner.

[cascadez71]

Keep us posted. Sounds like a USPS screwup...

I had sent to RSC for a warranty cleaning of the dial and the repair experience itself was quick and easy.

I used the paper box and roll they sent and paper taped the edges. I took it to USPS and they re-taped the entire box with paper tape (not just seams). Took a week to get to RSC and tracking was a mess the whole time.

[Carrera911]

Originally Posted by cascadez71

Keep us posted. Sounds like a USPS screwup...

I had sent to RSC for a warranty cleaning of the dial and the repair experience itself was quick and easy.

I used the paper box and roll they sent and paper taped the edges. I took it to USPS and they re-taped the entire box with paper tape (not just seams). Took a week to get to RSC and tracking was a mess the whole time.

I didn't get a box from RSC, I think they no longer do that. I'm taking the responsibility for not writing on the box correctly, but yeah the clerk should have picked that up.
The people at the Dallas RSC are really nice. I spoke with two persons and both left an impeccable impression.

Guys, my DSSD is pretty banged up. Should I polish while it's there ?

[Danny83]

Usps is a headache the only things that makes it on time are bills lol

[HiBoost]

This seems like a very high value package to entrust to USPS... did you consider overnight service with fedex? It's not a heavy package, so the majority of the cost is going to be the insurance add-on regardless of the shipping speed.

But beyond that, I'm really surprised RSC doesn't provide a label/return service? Any independent dealer I've worked with uses their own private insurance so the courier doesn't know the package value. Just way too much temptation for an employee to "lose" a box worth $15k-$50k... I was told to put "clock parts" on the description and not say anything about "watch" or "rolex" or anything like that. The 3rd party insurance company was the only one aware of the true contents and value.

[Carrera911]

Originally Posted by HiBoost

This seems like a very high value package to entrust to USPS... did you consider overnight service with fedex? It's not a heavy package, so the majority of the cost is going to be the insurance add-on regardless of the shipping speed.

But beyond that, I'm really surprised RSC doesn't provide a label/return service? Any independent dealer I've worked with uses their own private insurance so the courier doesn't know the package value. Just way too much temptation for an employee to "lose" a box worth $15k-$50k... I was told to put "clock parts" on the description and not say anything about "watch" or "rolex" or anything like that. The 3rd party insurance company was the only one aware of the true contents and value.

Rolex has a list of requirements on how to send the package to Dallas RSC. They specify that you need to go with USPS.

[HiBoost]

Originally Posted by Carrera911

Rolex has a list of requirements on how to send the package to Dallas RSC. They specify that you need to go with USPS.

Interesting, there seems to be some inconsistency in what people are told. Other threads here have indicated that you can use FedEx if you are providing your own insurance. And for USPS, some have said Rolex says to not add the insurance whereas others have said Rolex says you should add the insurance. It also seems Rolex will mail out a shipping "kit" if you wish that contains the necessary items. Did you go with that or just use your own supplies?

[214270Explorer]

Originally Posted by HiBoost

Interesting, there seems to be some inconsistency in what people are told. Other threads here have indicated that you can use FedEx if you are providing your own insurance. And for USPS, some have said Rolex says to not add the insurance whereas others have said Rolex says you should add the insurance. It also seems Rolex will mail out a shipping "kit" if you wish that contains the necessary items. Did you go with that or just use your own supplies?

Rolex will mail you a white box with a return box enclosed, brown tape, and instructions / repair order form.
All you have to do is call them and ask to have a shipping kit sent. It is free.
It MUST go USPS REGISTERED and it does take a long time. But it will get there.

I would not use my own supplies because I fear the Post Office would find something about my packaging they would not like. Getting a preferred kit sent to you from Rolex is the easiest way to go.

Who wants to stand in long lines at the PO, only to be told "do it over."

[jlovda]

Originally Posted by HiBoost

..... And for USPS, some have said Rolex says to not add the insurance whereas others have said Rolex says you should add the insurance.....

Let's see. Who would you trust; what Rolex says vs what "some" or "others" have said? I would not trust ANYTHING said on this forum. Call Rolex.

[Boopie]

Originally Posted by Carrera911

Rolex has a list of requirements on how to send the package to Dallas RSC. They specify that you need to go with USPS.

That was my recollection as well. The local Beverly Hills RSC closed around 10 years ago (thankfully, reopened) and so I had to send my watch to Dallas for service.

I don’t know if it’s still the case, but some AD would package up a watch and send it to an RSC.

[Crazy Lugs]

Originally Posted by HiBoost

This seems like a very high value package to entrust to USPS... did you consider overnight service with fedex? It's not a heavy package, so the majority of the cost is going to be the insurance add-on regardless of the shipping speed.

I thought FedEx maximum insurance was $2,000, which ain't gonna cut it. So far as I recall, third party insurance from a company like Parcel Pro is required to be used- but that is intended for businesses like Jewelry or gray dealers.

[HiBoost]

Originally Posted by Crazy Lugs

I thought FedEx maximum insurance was $2,000, which ain't gonna cut it. So far as I recall, third party insurance from a company like Parcel Pro is required to be used- but that is intended for businesses like Jewelry or gray dealers.

No, they'll do $100k for jewelry but it doesn't really matter if RSC won't accept it haha. USPS Registered mail has a limit of $50k, so I'm not sure what you are supposed to do if you need to send a Platona in to RSC?

[yngshr]

Originally Posted by HiBoost

No, they'll do $100k for jewelry but it doesn't really matter if RSC won't accept it haha. USPS Registered mail has a limit of $50k, so I'm not sure what you are supposed to do if you need to send a Platona in to RSC?

You can just insure it via Secursus or someone of that nature.

[yngshr]

Originally Posted by HiBoost

This seems like a very high value package to entrust to USPS... did you consider overnight service with fedex? It's not a heavy package, so the majority of the cost is going to be the insurance add-on regardless of the shipping speed.

But beyond that, I'm really surprised RSC doesn't provide a label/return service? Any independent dealer I've worked with uses their own private insurance so the courier doesn't know the package value. Just way too much temptation for an employee to "lose" a box worth $15k-$50k... I was told to put "clock parts" on the description and not say anything about "watch" or "rolex" or anything like that. The 3rd party insurance company was the only one aware of the true contents and value.

Not sure if you realize just how secure USPS Registered Mail really is. It's the only way I'd ever ship a high value watch. The USPS has its faults. But I'd never trust FedEx with something like that. Anything over $10K goes Registered Mail for me.