New Rolex Running 2 1/2 Hours Slow

[BravoOne]

Can someone expand on the term "regulation" as I see it used frequently, but it's still remains beyond my knowledge base. Exactly what they do when they regulate the watch?

[The Libertine]

if 2.5 hours slow, I think it might need more than just a regulation.

[HogwldFLTR]

Originally Posted by MC17

They better not say we did something to the watch. My wife babied her watch and was EXTREMELY careful with it. There was no way we did anything to this watch.

IMHO, it didn't really matter what they said as long as the problem was taken care of without additional cost. I too went through a shop in getting it resolved. They used the RSC in Texas (at least the second time).

Originally Posted by BravoOne

Can someone expand on the term "regulation" as I see it used frequently, but it's still remains beyond my knowledge base. Exactly what they do when they regulate the watch?

Search on YouTube; there are plenty of videos on this.

[esscaster]

That's surprising to hear. I don't necessarily blame Rolex. Certain models can sit for years without being wound or worn and abused endlessly by looky loos. Rolex movements are tough but ignorant would-be customers can still potentially damage them.

[ryan.uk]

Originally Posted by MC17

Yeah, I know things like this could happen but Rolex has such a big name you don't think it would be their watches. You would think this would have been caught in quality control but I guess things do slip through.

Hi! Shame you've had such a big fault with your new purchase - I really understand your annoyance here after what was probably quite a major purchase.

I had a real rant on this forum that Rolex customer service is non-existent for a problem far less severe than the one you're facing..

I think in instances like these, it would really help if Rolex themselves would come out from behind their curtain and provide some actual service to their customers - and perhaps even apologise or at least explain when they've not met the mark that we expect when we buy in to their brand; but they leave all that to the ADs, who sometimes can be a bit 'piggy in the middle', and whose service varies from shop to shop.

At the end of the day, I'm sure you'll have a good experience, and I'm sure between the AD and Rolex, they'll put it all right for you.

Wish you and your wife all the best

[peterskinner]

Originally Posted by phez

I had an issue with a DD40 within 10 days of purchase and Rolex replaced it with a new watch direct from Geneva

Same here, they replaced three samples of thevDD40 and then I asked for my money back...but then bought another model of Rolex, which has been fine. The key is a good AD. Rolex will sort it out, but if you want a replacement, say so. Mind you, consumer law differs from country to country.
But no company loses out by offering first-class customer support.

[LuminousMaximus]

There is nothing wrong with your Rolex... This is the new standard -2+2 that was mistakenly applied in hours instead of seconds...

[JnmEaton]

There's always KENT in Chicago........ heard he was fast......

[Cerachrom12]

Originally Posted by BravoOne

Can someone expand on the term "regulation" as I see it used frequently, but it's still remains beyond my knowledge base. Exactly what they do when they regulate the watch?

They adjust the 4 microstella nuts on the balance wheel which in turn will make the balance wheel move faster or slower and so adjust timekeeping. The microstella acts as little weights.

[padi56]

Originally Posted by BravoOne

Can someone expand on the term "regulation" as I see it used frequently, but it's still remains beyond my knowledge base. Exactly what they do when they regulate the watch?

First take case back which with the correct tool is just like unscrewing a jar and today regulation its a very very simple task for any good watchmaker,its accomplished by turning the Microstella adjustment screws and nuts on the balance wheel.The two smaller Microstella screws make adjustments of one second for each turn on the tool, and the larger Microstella, two seconds for one turn on the tool,but adjustment must be balanced with the opposite solid gold adjustment screw. The rate adjustment on the balance wheel its around a max of around 150 seconds either way.And you need a microstella special tool and a timing machine although it's quite a easy job takes about 10 -15 minutes.But because case back has been off possible new case back seal and pressure check would expect this task is the most done daily by all watchmakers worldwide.

Microstella tool


Balance-wheel.

[No SUBctitute]

Originally Posted by MC17

That's what the AD said and it's even printed on the receipt as Final Sale.


Yeah, I know. But it was working ok the first few weeks. What it was doing was still running but the time would slow up, it happened last week and we ignored it because we thought we might have forgot to wind it but then when it did it again yesterday we knew there was something wrong because we were kind of watching it after the first time so we knew we wound it on Friday.

We got a call from the AD after being wound yesterday when we brought it to the AD it stopped today before 24 hours were up and the AD said there is definitely something wrong and is sending to service tomorrow. She will put in the service request that we want a new watch. Lets see what Rolex will do.

Will keep everyone updated.

Thanks

Okay, got it. The first few weeks it was sort of running okay.

As far as the store not allowing return for a new watch because its "registered." That's still BS store policy and has nothing to do with Rolex or the watch being "registered." The store can do whatever it wants.

I know that many here differ, but I would be reluctant to take a watch with such a huge problem right out of the gate. I expect more when I spend $10,000. My advice is to make sure you understand exactly what the problem was and are 100% convinced that it is not anything that will affect future performance. I would want to talk to the service center and not just the store. Good luck!

[No SUBctitute]

Originally Posted by padi56

First take case back which with the correct tool is just like unscrewing a jar and today regulation its a very very simple task for any good watchmaker,its accomplished by turning the Microstella adjustment screws and nuts on the balance wheel.The two smaller Microstella screws make adjustments of one second for each turn on the tool, and the larger Microstella, two seconds for one turn on the tool,but adjustment must be balanced with the opposite solid gold adjustment screw. The rate adjustment on the balance wheel its around a max of around 150 seconds either way.And you need a microstella special tool and a timing machine although it's quite a easy job takes about 10 -15 minutes.But because case back has been off possible new case back seal and pressure check would expect this task is the most done daily by all watchmakers worldwide.

Microstella tool




Balance-wheel.

Thanks for the great, simple explanation, Padi!

[MC17]

Originally Posted by ryan.uk

Hi! Shame you've had such a big fault with your new purchase - I really understand your annoyance here after what was probably quite a major purchase.

I had a real rant on this forum that Rolex customer service is non-existent for a problem far less severe than the one you're facing..

I think in instances like these, it would really help if Rolex themselves would come out from behind their curtain and provide some actual service to their customers - and perhaps even apologise or at least explain when they've not met the mark that we expect when we buy in to their brand; but they leave all that to the ADs, who sometimes can be a bit 'piggy in the middle', and whose service varies from shop to shop.

At the end of the day, I'm sure you'll have a good experience, and I'm sure between the AD and Rolex, they'll put it all right for you.

Wish you and your wife all the best

Thanks Ryan. I know our AD keeps saying it depends on what Rolex wants to do since they are just the AD. So they are stuck in the middle.

[MC17]

Originally Posted by No SUBctitute

Okay, got it. The first few weeks it was sort of running okay.

As far as the store not allowing return for a new watch because its "registered." That's still BS store policy and has nothing to do with Rolex or the watch being "registered." The store can do whatever it wants.

I know that many here differ, but I would be reluctant to take a watch with such a huge problem right out of the gate. I expect more when I spend $10,000. My advice is to make sure you understand exactly what the problem was and are 100% convinced that it is not anything that will affect future performance. I would want to talk to the service center and not just the store. Good luck!

Yeah we thought that was BS too. The watch is registered under the ADs name so why couldn't we return it. If it comes to that I will push to return if we are not satisfied with the outcome.

The AD said she will give us the Service ticket numbers and the phone number so we can talk to service ourselves directly as soon as she gets them. That's the problem we don't want this happening again in the future that's why we want a new watch not a repaired one.

[Cerachrom12]

Originally Posted by MC17

Yeah we thought that was BS too. The watch is registered under the ADs name so why couldn't we return it. If it comes to that I will push to return if we are not satisfied with the outcome.

The AD said she will give us the Service ticket numbers and the phone number so we can talk to service ourselves directly as soon as she gets them. That's the problem we don't want this happening again in the future that's why we want a new watch not a repaired one.

Unfortunately since the watch worked fine for a couple weeks is why they won't replace with new. If it was a lemon the day after you brought it home, pretty sure you would be wearing a replacement. Hope all ends well.

[blue16613]

Originally Posted by Cerachrom12

Unfortunately since the watch worked fine for a couple weeks is why they won't replace with new. If it was a lemon the day after you brought it home, pretty sure you would be wearing a replacement. Hope all ends well.

Exactly.

[blue16613]

Originally Posted by padi56

First take case back which with the correct tool is just like unscrewing a jar and today regulation its a very very simple task for any good watchmaker,its accomplished by turning the Microstella adjustment screws and nuts on the balance wheel.The two smaller Microstella screws make adjustments of one second for each turn on the tool, and the larger Microstella, two seconds for one turn on the tool,but adjustment must be balanced with the opposite solid gold adjustment screw. The rate adjustment on the balance wheel its around a max of around 150 seconds either way.And you need a microstella special tool and a timing machine although it's quite a easy job takes about 10 -15 minutes.But because case back has been off possible new case back seal and pressure check would expect this task is the most done daily by all watchmakers worldwide.

Microstella tool


Balance-wheel.

Didn't Jocke recently have a post which shows this Microstella tool is no longer being used. If memory serves, Rolex has a newer iteration of it.

[CaputMortuum]

I don't know how much it will actually deviate the rate, but could the watch have become magnetized? Just an idea.. Luckily there's an easy cure for that too.

[AK797]

Originally Posted by Cerachrom12

Unfortunately since the watch worked fine for a couple weeks is why they won't replace with new. If it was a lemon the day after you brought it home, pretty sure you would be wearing a replacement. Hope all ends well.

Yes, after a few weeks it is a warranty issue not a return, and Rolex are usually very good at getting a watch back to you within a month or so.

[1William]

I can understand your feelings on the watch and the issues you are having. I have probably owned 50 Rolexes over the last 25 years and think the brand is great. I have had a few issues over the years and Rolex has always straightened them out. When I was a new collector/flipper I would get sideways over an issue and push to have the issue corrected immediately. Most times though it was a pain to deal with and my expectations were not met. Over the years though I realize that some things will break, malfunction or otherwise not function as intended and I deal with them. All will be good. Take a breath and tell the wife to do the same and let the process run its course. If in the end you are not satisfied, then figure out the next steps that work best for you and your wife. I guess my last bit of wisdom, which I use on myself from time to time, is if you did not have an issue with the watch[item] would you still want it? If the answer is yes then let Rolex make it right.

[padi56]

Originally Posted by blue16613

Didn't Jocke recently have a post which shows this Microstella tool is no longer being used. If memory serves, Rolex has a newer iteration of it.

Yes there is a newer Microstella tool but it does exactly the same job but needs less skill to use it.