Service question

[Stan Cooper]

My GMT II sent registered mail from Northern California to the Long Island City NY Service Center took six days. I mailed it on Saturday, April 16, and it was delivered to RSC mailroom yesterday, Friday, April 22. It's not overnight, but still delivered in a reasonable timeframe. I've used the New York RSC for all my Rolex service since 1997 and have never been disappointed.

[fskywalker]

Recent experience with RSC centers in the USA:

1 -Tudor DD 76200 to Dallas RSC (sent directly) July 2021: took about 12 weeks for a simple dial / hands change

2- Rolex Milgauss 116400: Sent through AD to RSC Lititz in PA on September 2021: 7 weeks for regular movement service

3- Tudor DD 76214 to Dallas RSC (sent directly) for regular movement service and dial / hands change: Sent on March 14, 2022 (directly), estimate approved April 4, now waiting for work (was told about 6-8 more weeks)

All three handled using USPS Registered Mail (pretty slow process but very secure)

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[47Fountain]

I'm currently at 5 weeks & waiting. Sent my 126660 DeepSea to Dallas RSC. Losing anywhere from 20 to 40 minutes overnight a couple of times per week. Ran slow, losing approximately a minute per day on the other days. Two year old watch, not overly happy about it.

[Dirt]

Originally Posted by 47Fountain

I'm currently at 5 weeks & waiting. Sent my 126660 DeepSea to Dallas RSC. Losing anywhere from 20 to 40 minutes overnight a couple of times per week. Ran slow, losing approximately a minute per day on the other days. Two year old watch, not overly happy about it.

Very disapointing

[Cambo]

Definitely a regional RSC thing. I had my 16618 go in for service and was given the standard 5-8 weeks but it came back in 4. Sometimes I wonder if they really have any clue.

[77T]

Not every RSC can accurately predict intervals because owners’ service volume is out of their control. We know approximately how many Rolex models are made each year. But no idea of the service volume.

Installed base might be near 40 million - maybe 4 million per year get serviced - and indies may service half of that. All SWAG, of course. See this old thread for Larry’s maths over 10 years ago…I extrapolated from that.

https://www.rolexforums.com/showthread.php?t=56753

I sometimes wonder if a centralized global model would be better?

Staffed like the factory, it should be able to service over 2 million per year with a more predictable interval.


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[DougFNJ]

Received an email from Rolex this morning. Going to do a complete overhaul on the movement. Expected time to complete is 7 weeks, and they will Fed Ex overnight when it is done.


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[Boopie]

Originally Posted by DougFNJ

Received an email from Rolex this morning. Going to do a complete overhaul on the movement. Expected time to complete is 7 weeks, and they will Fed Ex overnight when it is done.


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Thanks for the update. Good luck!

[Stan Cooper]

I got my estimate from the Long Island City RSC early last week for full movement service and light polish on my 16710 GMT II. They estimated eight weeks turnaround.

[turboawd]

Here's my recent experience with turnaroudn time at Rolex RSC Toronto:
-dropped off Apr 13 this year, was quoted 8 weeks time for complete overall of the mov't
-watch was ready on May 4th , a 3 week turnaround

[Guybrush]

Just dropped off a watch today at an AD with on-site service; was told they might hand in house or send to RSC in PA—just depends on how backed up they are. Either way, was quoted 10 days or so to get the estimate, and then 10 weeks after that for the service.

[jimcameron]

Call Zimmermans in York PA

[DougFNJ]

Just called for a status on my Sub. Service said it’s in the final stages of Quality Control, checking water resistance and timing. She said this final stage typically takes up to 2 weeks and then they ship it back. I mentioned a wedding I’m attending, she told me to call at the end of the week, they could potentially expedite. So potentially could be ready 2 weeks earlier than projected.


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[Harvie]

Call Dallas SC ask to speak to J. Garcia.
She will take care of this massive screw up

[Dirt]

Originally Posted by DougFNJ

Hey all, brought my Sub date to my watchmaker to put on the timegrapher as it’s been getting slower over the year I’ve had it from -1-2 spd, now 3-5 spd. The watchmaker said the Amplitude is much lower than it should, below 200, and he encouraged me to bring it back to my AD and have them send it out for service, he said Rolex has made some updates to the 3235 movement.

Called my AD to see what I need to bring in with the watch, he was saying turnaround time is 16-20 Weeks. I was assuming 6-8 weeks. I asked if they’d be able to send it to Dallas, he said they send it to a Rolex Service Center in South NJ (I’m in NJ) I’ve never heard of it.

Is this a crazy turnaround? Anybody with experience with this RSC?

TIA


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If the watch still covered by warranty it will be expedited.

[DougFNJ]

Just got a call from Rolex looking to verify my address. Watch service is complete, she said they are completing the final paperwork and boxing it up getting it ready to ship. Should have it next week. I’ll post if I hear anything else and when I get it.


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[DougFNJ]

Interestingly received another email from Rolex this morning saying the service is complete, and to confirm my address. I replied to the email called them to confirm they did have my address which they did.
Because of the holiday weekend, the customer service guy told me they will be shipping Tuesday overnight to deliver Wednesday.


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[DougFNJ]

Received the Sub back this morning.

The paperwork showed the service executed was “check movement.”

I’ll check timing over the next couple days to see how they regulated it, and bringing to my watchmaker this week to check the amplitude.

One strange thing that happened was as I was setting the time and date, when I was setting the time, the date got stuck between the 31 and 1. I cycled through the date, stopped it at 30, moved the time to set the date for am, it completely skipped the 31 and set it to 1. Cycled through the date again, took it to 29, moved the time to change the date through, it jammed up again on the 31, it corrected itself at 6:00. I cycled through again after that and everything worked as it should. Crossing fingers it was an oddity. I’m hoping something didn’t mess up with the date wheel as I’d really not want to send it back again. I’ll update during the week with results.


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[OpusXIII]

I think that when folks send their watches in for service, that they shouldn't be bothering them. It'll be ready when it's ready. Asking for too many updates, telling them 'you need it by xyz date for xyz event, having them expedite things........only muddies the water. If you make folks rush things, mistakes/oversights tend to happen. Just let them do their job and you'll get it when you get it.

[DougFNJ]

Originally Posted by OpusXIII

I think that when folks send their watches in for service, that they shouldn't be bothering them. It'll be ready when it's ready. Asking for too many updates, telling them 'you need it by xyz date for xyz event, having them expedite things........only muddies the water. If you make folks rush things, mistakes/oversights tend to happen. Just let them do their job and you'll get it when you get it.

I hear you. In this case, the service was complete, just awaiting boxing and shipping, so I asked them if they could expedite and they accommodated.

Messing with the date a little more, set it to just before 12 on the 30, the date changed fine. I’m guessing it just had been an oddity. If it turns to the first tonight at midnight I’ll chalk it up to that.
Everything else has been as expected. Physically everything is the same, hands align as they should, no other issues, just hoping the timing and amplitude are where they should be.


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[DougFNJ]

With, the date change is still messed up. The rep told me she wants me to send it back, and I’m not interested in sending it back out across the country and waiting a few months to get it back. They emailed me weeks ago that it was in quality control, for me to get it back with another problem is ridiculous. Same with the other poster with the hand alignment.

I told them I’d prefer to bring it to the boutique that’s a 45 minute drive, and have the Rolex certified tech that works with Rolex equipment, has access to Rolex authentic parts, and trained by Rolex in Switzerland with a much quicker turnaround time then an RSC. The RSC’s are admittedly backlogged, them telling me I can’t bring it to a boutique for warranty service makes no sense. I’ll pay for the service at the boutique if they’ll let me before I’d send it back to RSC. I don’t trust them.


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[77T]

Originally Posted by DougFNJ

With, the date change is still messed up. The rep told me she wants me to send it back, and I’m not interested in sending it back out across the country and waiting a few months to get it back. They emailed me weeks ago that it was in quality control, for me to get it back with another problem is ridiculous. Same with the other poster with the hand alignment.

I told them I’d prefer to bring it to the boutique that’s a 45 minute drive, and have the Rolex certified tech that works with Rolex equipment, has access to Rolex authentic parts, and trained by Rolex in Switzerland with a much quicker turnaround time then an RSC. The RSC’s are admittedly backlogged, them telling me I can’t bring it to a boutique for warranty service makes no sense. I’ll pay for the service at the boutique if they’ll let me before I’d send it back to RSC. I don’t trust them.


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I’ve followed your journey and I understand your reluctance - but a boutique has less equipment than a full service center like Dallas, Long Island or Lititz.

Also, the watchmaker will be partially disassembling the movement to diagnose the date change symptom you’ve reported. He will have less time than the RSC and no access to an upper level master watchmaker.

In making choices based of risk of a hairline or another flaw - the risk is higher at a boutique than any RSC (as a percentage of the volume).

If you call Rolex USA HQ, their advice is going to be: 1) Return it to Dallas, or 2) Send it to NY for eval and a warranty service.

You could ask for RUSA to send it to the Technicum in Lititz - it’s like a teaching hospital - the best of the best.

But I’d steer clear of any boutique for your situation.


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[DougFNJ]

Wanted to give an update to how this all worked out. Rolex did approve me bringing it to the Boutique. When speaking with the store director, we agreed that we will let him open it up and see if its a simple fix. If it was not, they would send it back down to Dallas. When I had dropped it off, the manager had seen the problem. The watchmaker wanted to duplicate the problem before he opened it.He went through all dates 60 times from the first click, and 30 times through the second click and could not duplicate the issue. He said they use lubricant in that area, and typically roll through the date so many times on the service which disperses the lubricant. His guess was that they hadn't cycled through enough times. He continued to try to duplicate it, the director also tried to duplicate it, and it appears after all of us continually cycled through the dates, it likely dispersed the lubricant which ultimately fixed it. He ultimately did not open it up. I picked up the watch yesterday, went through all the dates myself on first and second click, it hasn't happened again, but they of course said if it does happen, I could bring the watch back.

So in the end, I feel RSC did the right thing. They didn't force me to ship it back, they allowed me to try the Boutique first. They did ship me a Fed Ex overnight shipping box, they also included a leather travel pouch in addition to the suede travel pouch.The Boutique wasn't quick to jump in and open the watch, the watchmaker wanted to do it as a last resort. He double checked the timing and amplitude and said the timing is spot on, and amplitude is normal he feels RSC fixed the initial issue I was having.

[csaltphoto]

In another thread we were musing what could knock Rolex off the podium, put a dent in the crown. If after sales support falls to sh*t that sure could. Stories like multi-month turn around times and returns with new issues make the rounds 1000x more than decent service with a decent turn-around time.

One of the reasons I went with Rolex was their worldwide service network focused on their brand. Perhaps that matters less to the new batch of fans though.

[George58]

it's Rolex way or nothing

[Grizzy]

This whole situation seems so stressful. I hope I don’t have this happen to me when I hopefully get my first Rolex

[Zazzles]

Follow up on my daytona service saga, So my daytona is back on it sway to rolex service center to be re-repaired. Expected 4 to 6 weeks.
Watch had hands misaligned by 15 mins, it was also running 6 seconds fast per day now Nd the movement felt really gritty and "off" when winding. Will follow up

[Carguy87]

Originally Posted by Zazzles

Follow up on my daytona service saga, So my daytona is back on it sway to rolex service center to be re-repaired. Expected 4 to 6 weeks.
Watch had hands misaligned by 15 mins, it was also running 6 seconds fast per day now Nd the movement felt really gritty and "off" when winding. Will follow up

Good luck brother! Just read through this thread and caught myself up…what a s&@!show! I hope they get it right this time

[3omar]

Originally Posted by Zazzles

Follow up on my daytona service saga, So my daytona is back on it sway to rolex service center to be re-repaired. Expected 4 to 6 weeks.
Watch had hands misaligned by 15 mins, it was also running 6 seconds fast per day now Nd the movement felt really gritty and "off" when winding. Will follow up

It's really inexcusable that, with RSCs being so backlogged and sloppy, Rolex STILL does not sell 4130 parts to independents with parts accounts. Why prevent people from servicing their watches wherever they want? Especially watches that are out of warranty...

[No SUBctitute]

Originally Posted by Zazzles

Follow up on my daytona service saga, So my daytona is back on it sway to rolex service center to be re-repaired. Expected 4 to 6 weeks.
Watch had hands misaligned by 15 mins, it was also running 6 seconds fast per day now Nd the movement felt really gritty and "off" when winding. Will follow up

Wow, that is really crappy. I'm sorry you are going through that.

SIX seconds off per day. SHEESH. Listen, I know some curmudgeons here like to harass people who care about the accuracy of their watch, but six seconds for a modern Rolex is ridiculous. I have owned multiple automatic Seikos over the past 20 years and they all kept better time that that.

Many of us buy Rolexes because they are engineering marvels. And simply telling time within COSC is not an engineering marvel any longer. Many brands meet COSC and for far less money. A modern Rolex should easily fall within 2 seconds per day, and ideally better.