Back from RSC

[nagano2125]

Sent my 9mo old to RSC thru my AD for a regulation, was losing 7-9 sec a day... Total bummer to send a new watch in and wait for its return, anyway picked it up this weekend after a said regulation and complimentary service too! So far losing about .5 to 1 sec, much better! Oky disappointment is that at RSC they scratched the four inner corners removing the bracelet from case... WTf RSC get it together pointed it out to AD and they said they would happily polish it out for free, didn't have them do it yet, as its prob not too worth it as its against my wrist and won't be seen, just annoying. Luckily I took before pics against a newspaper day I took it in. Thumbs up to AD for their offer... Can't believe RSC wouldn't have done a better job with the disassembly. I'll have to track time a few more days to get exact correction on time.

[cop414]

Happy that you got it regulated but not so much to hear about the scratches. It seems like this has been happening more and more according to reports here. I don't understand that kind of sloppy workmanship on a brand that touts "excellence".

[ec51]

Originally Posted by nagano2125

Sent my 9mo old to RSC thru my AD for a regulation, was losing 7-9 sec a day... Total bummer to send a new watch in and wait for its return, anyway picked it up this weekend after a said regulation and complimentary service too! So far losing about .5 to 1 sec, much better! Oky disappointment is that at RSC they scratched the four inner corners removing the bracelet from case... WTf RSC get it together pointed it out to AD and they said they would happily polish it out for free, didn't have them do it yet, as its prob not too worth it as its against my wrist and won't be seen, just annoying. Luckily I took before pics against a newspaper day I took it in. Thumbs up to AD for their offer... Can't believe RSC wouldn't have done a better job with the disassembly. I'll have to track time a few more days to get exact correction on time.

Do you know what RSC your AD sent it off to?

This is why learning how to remove the bracelet yourself is a good idea. Next time a service comes up (if you aren't planning on polishing the bracelet) I would remove the bracelet and only send the head in.

[nagano2125]

Originally Posted by ec51

Do you know what RSC your AD sent it off to?

This is why learning how to remove the bracelet yourself is a good idea. Next time a service comes up (if you aren't planning on polishing the bracelet) I would remove the bracelet and only send the head in.

I'll have to start learning how! It was sent to PA.

[Cc1966]

Unbelievable since they have the high dollar spring bar tool at their disposal, where as I have to use the lowly Bergeon 6767-F! Not acceptable workmanship from Rolex.

[doubleroll]

I keep reading more and more of these horror stories for RSC. Very disturbing indeed. On the other hand, I sent my Tag to TSC in NJ and was completely satisfied with their service. Great communication, all,parts returned and watch came back in perfect condition. WTF ROLEX!


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[HogwldFLTR]

My poor heart be still. Another bad review while mine is being worked on.

[bparone]

As a somewhat new Rolex owner, after reading these threads, there is no way I will send my watches to an RSC. If damage occurs, and one has recorded the 'before' state, is there no legal recourse?

[LandLawMan]

The Dallas RSC has my beloved Zenith Daytona right now.

My AD told me that it's a bad idea to send anything to any RSC within two months after a traditional gift-giving holiday. Wow. Not good, on so many levels.

[ec51]

Originally Posted by bparone

As a somewhat new Rolex owner, after reading these threads, there is no way I will send my watches to an RSC. If damage occurs, and one has recorded the 'before' state, is there no legal recourse?

Yes, it's called complaining - - - - and good luck with that!

[brianrx74]

It's very disappointing to read this. You would think Rolex would have a high level of consistency across their employees. Just like many other professions there are people who are good and bad at what they do. I can only hope when I send my watch in for service, it ends up in the hands of one of the "better" ones.

[Racerdj]

Not the kind of treatment we like to have.

[Ed Man]

This is disturbing given I have a 20 year old Perpetual Date being serviced as we speak. It was a gift from my dad back then and I'm now giving it to my wife. If there's a positive it's that was already pretty scratched up from 20 years of off and on wear. While I've had it serviced locally since owing it I've never actually sent it to Rolex so this is a first for me. I've seen some great examples of watches looking like new when they are returned. I hope I'm satisfied with my watch upon it's return.

[Rolex Freak]

Bummer.

[Evil-Twin]

I Sent my watch to RSC NY 6 weeks ago and they returned it on Friday unpolished and in much worse shape then when I sent it in. I have before and after pictures. it looks like someone purposely scratched the bracelet up so they could sell me a new bracelet. when I called today,they did not want to do a thing about polishing it, they only wanted to sell me a new bracelet. They will never get any work from me again. I've used them five times in the past, the last two times were a nightmare. the three times before that they were excellent. seems like around 2000/2001 ROLEX service took a serious nose dive. The guy on the phone I talked too today made me feel like a second class citizen. Had no interest in customer satisfaction but was very happy to sell me a new bracelet.
Bill aka ET

[brucers99]

So who does everyone use for repairs and upkeep if not a RSC?

[Sublimize23]

I just got mine back today from RSC NYC after 4 weeks. The work was completed exactly when they said it would be. The watch looks brand new. They put on a new pepsi bezel for me, and yes, let me keep my old black one. The polish on the case and refinishing of the bracelet is excellent and they couldn't have been nicer or more accommodating. I don't see how anyone is having such horrendous experiences and honestly if it were me, I would have spoken up but I dropped mine off in person. Rolex seems very receptive to customer feedback. Just my opinion.

[GadgetGeek]

Sorry to hear about this. It's stories like this that keep me from servicing my 9 year old SD.

[KINGROLESAR]

Been hearing this a lot on here. What's with this inability to remove the bracelet without scratching? The whole thing seems absolutely ridiculous.

[Sublimize23]

It's just you're hearing a couple of bad stories from forum members compared to the tens of thousands of satisfied customers who don't post on forums, and wouldn't even if they had a bad experience. I think I'd definitely give them my business again, they did a good job on mine.

[Evil-Twin]

Originally Posted by Sublimize23

I just got mine back today from RSC NYC after 4 weeks. The work was completed exactly when they said it would be. The watch looks brand new. They put on a new pepsi bezel for me, and yes, let me keep my old black one. The polish on the case and refinishing of the bracelet is excellent and they couldn't have been nicer or more accommodating. I don't see how anyone is having such horrendous experiences and honestly if it were me, I would have spoken up but I dropped mine off in person. Rolex seems very receptive to customer feedback. Just my opinion.

They have been very adamant that, "it is Rolex's policy" not to return any used parts under any circumstances. Their "out" for stealing these parts is that they can get into the fake Rolex market. So when they take your parts, the price that they quote is a discounted price because they take your old parts. I was told today, and the last time 2007 that they will not retuned replaced parts under any circumstances.. They kept my old bracelet in 2007 when they forced me to buy a new bracelet. Today when I called, they tried to sell me a new bracelet for 1050 dollars but I had to send my old bracelet back before I could get the " Generously discounted" [His words] New bracelet.
IM not making this stuff up.. I would much rather come here and be positive.. I have enough negatives going on in my life.
Bill aka ET

[Evil-Twin]

Originally Posted by Sublimize23

It's just you're hearing a couple of bad stories from forum members compared to the tens of thousands of satisfied customers who don't post on forums, and wouldn't even if they had a bad experience. I think I'd definitely give them my business again, they did a good job on mine.

You live in NY right? you come in here to defuse a growing number of bad experiences.. I've had two bad experiences in my last two ventures with RSC NY, prior to that I had three great experiences. I have letters from Rolex that show their lack of focus on customer service. Today they offered me nothing to correct the problem. I had three good experience and knew nothing about this forum, I had a bad experience in 2007, and I didn't know about this forum.. after this experience I sought out this forum to seek help and opinion.. by and large, many of the private massages I received over th last three daysmessages were filled with support and similar feelings about RSC . It never use to be like this.. Everyone here know its a fact that Rolex does not returned replaced parts. they use too 15 years ago.. But this has been their policy for the last 10 years. Yet you come here and they gave you your parts back without any regard for the fact that you could put that part on a fake Rolex. it goes against anything I've heard in the last 10 years directly from RSC NY. I'm not accusing you of anything but, what you claim is against all that we know here about Rolex's policy of returning parts. You are in this thread ,you live in NY and this is your 6th post? Singing the praises of a RSC NY when it just hasn't been my experience. And apparently many others. I wonder where you work?

[Watch Professor]

Originally Posted by nagano2125

I'll have to start learning how! It was sent to PA.

No RSC in PA.

[Kobayashi]

Originally Posted by Watch Professor

No RSC in PA.

The Rolex watchmaking school is in Lititz, PA. You can't ship directly to them but when Dallas or NYC gets backed up they send their watches to PA.

[powerfunk]

Originally Posted by Evil-Twin

Everyone here know its a fact that Rolex does not returned replaced parts.

Well, usually. There seem to be a growing number of recent reports of Rolex returning bezel inserts, though. You just don't get the "discounted" price. There aren't a lot of "facts" when it comes to our knowledge of RSC policy, just pieced-together anecdotes of their often-disparate actions.

I sent several watches into RSC NY last year with only good results. I have seen more and more complaints of bracelet/lug scratches it seems, though. Hopefully there isn't a systemic quality control issue.

[Evil-Twin]

I specifically asked for my parts back. Last time 2007 I escalated my concerns up the chain , only to be met with the same resistance about retuning parts.. IM only relating my past two experiences and updating my quest to be treated fairly and report back here as to how I was treated. I wish I could have said they were kind to me and offered me what I would consider fair customer service.
I could simply go away, but many have asked for an update. Although I hate negativity, and that's all I brought here. I still feel its important to hear the bad stuff about Rolex service, and why some get good service and others don't. This at least give people considering Rolex service, That it may not go as they think... there are enough people here offering similar dis-service that should have never happened, to realize they are not what they use to, and poor service can easily fall on anyone.

[bparone]

Maybe I'm being dramatic but I'm going to have a brief consultation with a lawyer before sending mine in. I struggle to believe that if someone takes responsibility for your property, damages it, the damage is documented, and they refuse to do anything about it, that you can't sue them for damages. Even if I end up breaking even, I'd still do it as a matter of principle.

[Sublimize23]

Originally Posted by Evil-Twin

You live in NY right? you come in here to defuse a growing number of bad experiences.. I've had two bad experiences in my last two ventures with RSC NY, prior to that I had three great experiences. I have letters from Rolex that show their lack of focus on customer service. Today they offered me nothing to correct the problem. I had three good experience and knew nothing about this forum, I had a bad experience in 2007, and I didn't know about this forum.. after this experience I sought out this forum to seek help and opinion.. by and large, many of the private massages I received over th last three daysmessages were filled with support and similar feelings about RSC . It never use to be like this.. Everyone here know its a fact that Rolex does not returned replaced parts. they use too 15 years ago.. But this has been their policy for the last 10 years. Yet you come here and they gave you your parts back without any regard for the fact that you could put that part on a fake Rolex. it goes against anything I've heard in the last 10 years directly from RSC NY. I'm not accusing you of anything but, what you claim is against all that we know here about Rolex's policy of returning parts. You are in this thread ,you live in NY and this is your 6th post? Singing the praises of a RSC NY when it just hasn't been my experience. And apparently many others. I wonder where you work?

Lol. I'm a dentist, man. I'm simply sharing my experience with them. It's a bummer about the parts, sure. Ever heard of a core charge? It is standard practice in the automotive industry and it's essentially the same thing. If I were in charge it wouldn't be that way but it's common knowledge on the boards about this policy.

For what it's worth I had to pay 20 extra bucks to keep my own bezel insert.

[Mystro]

You are right on..... Rolex isn't above these expectation. I suspect their (no modification) draconian parts policy will get challenged in the future as well. This is a watch company that says they are THE only one to possess service parts and then say they will not make a parts commitment to classic Rolex models in the future. So in 30 years your (investment) watch is a paper weight.

Originally Posted by bparone

Maybe I'm being dramatic but I'm going to have a brief consultation with a lawyer before sending mine in. I struggle to believe that if someone takes responsibility for your property, damages it, the damage is documented, and they refuse to do anything about it, that you can't sue them for damages. Even if I end up breaking even, I'd still do it as a matter of principle.

[powerfunk]

Originally Posted by Evil-Twin

I specifically asked for my parts back. Last time 2007

A lot has changed since 2007. RSC used to only service watches up to 30 years old, but they recently serviced a couple watches from the 60's for me.

Originally Posted by Evil-Twin

I still feel its important to hear the bad stuff about Rolex service

You paid $919.55 for a service, they tried to sell you $4,500 more of "recommended" servicing, and you ended up with a scratched-up bracelet. I can understand why you're unhappy, but did they really flat-out refuse to polish the bracelet if you sent it back in? And did page 1 of your service estimate say "Clean case and bracelet" or "Refinish case and bracelet?" Just curious, thanks.