Rolex Service Centre UK fail

[Macnavara]

Originally Posted by zen123

I'm not doubting the polishing will be done badly. My issue is I requested it not to be done which was specified clearly in the job notes.

I only got this watch last month after many many months of searching for a 1 owner, 100% as original example and having to pay a lot of £££ for the privilege. I instantly knew I had to have it when I first saw it and decided to get it serviced, in fact I took to my AD the day after, so that I could enjoy the watch for many years to come.

Aesthetically it may now look pristine, but that's not what I wanted and I will forever look at the watch in a different way. I already feel emotionally detached from it and I haven't even got it back yet.

Sent from my SM-G970F using Tapatalk

Think of it as erasing the previous owner and now going forward you can put your own nicks and scraps on it making it your own.
Im sure they will have made a great job of it and to be honest why anyone wouldn't want their watch to look its best is beyond me.....ive had several watches polished and they all came back great from rsc uk....id be using the AD situation as leverage to get a ss daytona though lol

[smym18]

Originally Posted by zen123

I'm not doubting the polishing will be done badly. My issue is I requested it not to be done which was specified clearly in the job notes.

I only got this watch last month after many many months of searching for a 1 owner, 100% as original example and having to pay a lot of £££ for the privilege. I instantly knew I had to have it when I first saw it and decided to get it serviced, in fact I took to my AD the day after, so that I could enjoy the watch for many years to come.

Aesthetically it may now look pristine, but that's not what I wanted and I will forever look at the watch in a different way. I already feel emotionally detached from it and I haven't even got it back yet.

Sent from my SM-G970F using Tapatalk

I’m not saying you don’t have the right to be upset since you specifically asked for it to not be refinished, but to say you’re emotionally detached to a second hand watch you’ve only had for one day and didn’t even put the wear and scratches on is a bit dramatic.

[PatekSF]

Leverage your disappointment with your AD into something positive: be humble and courteous and respectfully ask if you may be placed at the top of the list for a s/s Daytona. Getting angry with RSC will get you no where.

[FreshPrince14]

Definitely reserve complete judgement until you see the watch in the flesh, but I do feel gutted for you! You made a specific request... And there's no doubting that RSC technicians know full well how some people are about having their watches polished! You would think they would make 100% sure they are adhering to a customers request.

I also don't understand the comments that suggest you should use this as leverage with the AD to be allocated a SS sports model... You're the one who's been hacked off here. Not sure why you would use this to convince the AD to 'allow' you to put 10 grand in their pockets...

Reserve complete judgement until you see the watch, but I'd be in favour of you using this to your utmost advantage!

This is why my 16710 is overdue a service and I'm hesitant to bring it in.

Sent from my CLT-L09 using Tapatalk

[Dirt]

You did get a hefty discount and they were up front about the mistake they made
Mistakes happen. It's the way it's handled that makes the difference in this journey of life
By your own account of the condition of the watch the polish job would likely be insignificant and indistinguishable from a factory fresh watch.

I would chalk it up to the history behind the watch and part of life
Perhaps you could leverage this gently toward another watch that's a little hard to get that you have seriously considered getting on a long waiting list for
Enjoy and don't sweat the small stuff

[Harry-57]

I suppose it's a bit like having a classically trained specialist mechanic who is on your wavelength to look after an older car. It might be that the dealer has some technical staff who are sympathetic, but that will be of little comfort if you get the bright young spark who wants to rip it up.

Nevertheless, it is worth repeating. No anxiety necessary. Yet.

[Mike Barnard]

Pushing the AD for a SS, is lame. Wasn't the AD's fault, and you didn't even purchase the watch, from them. I am sure they will see this as an attempt to get a leg up. Take the 20% and move on.

[jimcarver]

I do see your frustration and a 20% discount from Rolex seems like an insult. A mistake they can not reverse, so a full refund should have been offered.

However, your "zen" name seems to contradict your outlook on this. You are worrying about how bad the polish job will be before you have even seen it. Originally I thought it was your watch and I could understand the frustration but it is someone else's marks you have polished out. Its a new (to you) watch, enjoy the fact it will come back from RSC looking brand new and don't let it bother you s much.

[jimcarver]

Originally Posted by Mike Barnard

Pushing the AD for a SS, is lame. Wasn't the AD's fault, and you didn't even purchase the watch, from them. I am sure they will see this as an attempt to get a leg up. Take the 20% and move on.

Agree, it completely out of their control.

[Rado63]

Originally Posted by zen123

I'm not saying it looks bad, it just doesn't look right and I personally don't like it. My wife on the other hand didn't even notice it until I told her and even then she couldn't remember how it looked before servicing.

Sent from my SM-G970F using Tapatalk

After seeing pictures of the red black GMT I now feel your frustration. let's all hope they have corrected the process and that they have the equipment and technicians dialed into to perfect that chamfered edge.

[Oryx]

this is totally unacceptable in my opinion. There is no way the watch can be the same after a polish even if it’s from RSC (who I would argue are not the best at polishing).

i had a 16660 that went in for a service (with no polishing) and came back with hack marks on the lug. it then went back to RSC for rectification and after it was polished and returned to me the bevelled edge was thicker on one side than the other.

Eventually it got polished to an acceptable level. Albeit, for me, it is no longer the watch it used to be. i just see the polish marks everywhere.

[RoscoPico]

I feel your pain, we all do. You ask for something specifically and it is not honored.
On the one hand, it should be a proper RSC polish at worst (no it's not ALS). So no need to fret. And mistakes do happen; at law firms, restaurants, law enforcement, etc.
On the other hand, you asked for something and it should be honored. I get it. Especially for a luxury good and luxury priced service.
As one member said (forgot who), be patient and let time dictate your ultimate decision.

[Dirt]

Originally Posted by Mike Barnard

Pushing the AD for a SS, is lame. Wasn't the AD's fault, and you didn't even purchase the watch, from them. I am sure they will see this as an attempt to get a leg up. Take the 20% and move on.

The AD did make an offer?
As long as nobody is taking the piss.

[rushca01]

Just say no to FAT bevels...I really don’t like them at all.

[georgekart]

I think at this point everyone effectively knows that if you want your watch guaranteed to be returned to you in the exact condition you want, you shouldn't use RSC. Their emphasis is making watch look new, which means they will end up replacing parts you don't want, polishing your watch, etc. And yes you can specify that they shouldn't do it, but at the end of the day mistakes happen, evidently.

To me the question now is what would you see as acceptable solution. If you want your watch to back how it was before service, that's not happening. If it's value lost, you should try use it to get that diminished value through purchase of SS sports model. Etc. What solution do you see that would make you happy now? If you think rationally, do you even see a solution that would satisfy you? If yes, try get it. If not, don't fret it, what's done is done.

[zen123]

Originally Posted by smym18

I’m not saying you don’t have the right to be upset since you specifically asked for it to not be refinished, but to say you’re emotionally detached to a second hand watch you’ve only had for one day and didn’t even put the wear and scratches on is a bit dramatic.

Hahaha, yes that does sound a bit drama queenish.

I've actually calmed down a bit since getting the news first thing this morning. As many have said l will wait and see the watch first. I'm sure it's going to look pristine, just not the the way I prefer it to be.

I lay zero blame on the AD, they did everything I asked them to do. This is the 5th watch in the past 2 years that I've had them send to RSC for servicing & they have been nothing but exemplary in their customer service. I'm only interested in the 5 digit references not one modern Rolex sings to me so I'm not going make any unreasonable demands from them.

Sent from my ELE-L29 using Tapatalk

[jimcarver]

Originally Posted by georgekart

I think at this point everyone effectively knows that if you want your watch guaranteed to be returned to you in the exact condition you want, you shouldn't use RSC. Their emphasis is making watch look new, which means they will end up replacing parts you don't want, polishing your watch, etc. And yes you can specify that they shouldn't do it, but at the end of the day mistakes happen, evidently.

To me the question now is what would you see as acceptable solution. If you want your watch to back how it was before service, that's not happening. If it's value lost, you should try use it to get that diminished value through purchase of SS sports model. Etc. What solution do you see that would make you happy now? If you think rationally, do you even see a solution that would satisfy you? If yes, try get it. If not, don't fret it, what's done is done.

Wise words

[Dirt]

Originally Posted by Oryx

this is totally unacceptable in my opinion. There is no way the watch can be the same after a polish even if it’s from RSC (who I would argue are not the best at polishing).

Bad results are not universal and I think the feedback is overwhelmingly positive.

I personally have have had wonderful experience with RSC polishing but i do pick and choose when get it done.
I know of more than one big time collector that has no problem with RSC polishing in this part of the world.
I'm with Padi 100% on this one and it is an example he often puts up as evidence of a job very well done all things considered
One has to be realistic

[chocopeluche]

Id be fuming...

Looks like this answers my internal question of whether to send stuff to RSC for service. I have a local independent, that used to be RSC SF. They do great work, and arent gonna ever polish if I say no polish.


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[georgekart]

Originally Posted by jimcarver

Wise words

I don't think I'm being wise in this situation. Just logical. I just feel like he'll be stuck unhappy thinking about an unchangeable situation. If he wants an unpolished Kermit, he has to sell that one and find one in perfect condition. If he wants that watch to go back to previous condition, that's just not happening. There's no point being stuck thinking negatively about something you can't change. Time only flows in one direction.

[Sprezzatura!,]

Originally Posted by Oxfordian

You're right, the OP asked the RSC not to polish the watch but they made an error and polished the watch. As a result the OP is getting 20% off the cost of the service as the way of an apology. Nothing wrong with that and IMHO a good result.

What else can the RSC or AD do?

The AD can do nothing, it’s not their fault whatsoever.

RSC were given a simple instruction - DO NOT POLISH.

They polished. Regardless of whether they do a good job, or an overzealous one (more likely given the work coming out of RSC of recent times).

I’m not one of those people who goes to a restaurant and gets terrible food, but then is happy suddenly when a discount is rolled out.

I’m not one of those people who buys something that’s damaged or broken, just to get something off the cost.

It’s low-grade for an establishment to assume that discount sorts things out with its clients. It’s also devaluing their own product or service. It also says a lot about someone’s standards if they are happy with getting money off something due to inferior service or goods.

I am happy to receive a discount, excellent if it comes without paying the price elsewhere as a result, but that’s not usually how things work.

I want to pay full price, but, get what I asked for. It really is very simple.

Rolex dictate enough to their clients. It’s one of the few brands who do it and have customers running back to them - both through sales, and service. When it comes to a simple instruction from a client, they need to observe it, though. Nothing more, nothing less.

Aside from all of this, given that polishing is one of the biggest taboos (whether right, or wrong) even if they were going to offer some form of discount, 20% is an insult.

I’ll make the assumption you’ve never dealt with RSC before, and given your response, it’s likely you’re not aware that the lack of following instruction certainly isn’t something new from Rolex.

The OP got the title of his thread correct; RSC FAIL.

[NachoNeal]

,20% discount off service bill is NOT a fair offer.

[Andad]

Originally Posted by watchmaker

Direct or indirect, I'm pretty sure the TOS has it covered...

LIMITATION OF LIABILITY
(A) Nothing in these Conditions shall limit or exclude the Supplier's liability for: (a) death or personal injury caused by its negligence, or the negligence of its employees, agents or subcontractors; (b)
fraud or fraudulent misrepresentation; or (c) breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession).
(B) Subject to clause 7(A) above, the Supplier shall under no circumstances whatsoever be liable to the Customer, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any diminution or reduction in the market and/or commercial value of the any of the goods which may have been caused by the Repair Work carried on them.

Does item (b) cover negligence where repair work (polishing) was specifically excluded, in writing, by the customer?

Rolex can try to exclude as much liability as they want to but it means nothing in some (possibly most) Countries.

[Ihatecheese]

They made a mistake which is unfortunate. The watch was probably one of hundreds on the bench to be fixed.

This is the problem when we obsess over items that the company itself don't share the view. To them it's one of the millions of non precious material watches that require a clean up.

Many are judging the watch maintenance experience against far higher value expectations, compared to what is actually involved for the consumer service. Mistakes sometimes happen :(

Best to sell up and start again if this is a problem. There are many other options out there.

[Andad]

Originally Posted by TswaneNguni

I wouldnt mind ! If you really are fond of scratches quickly go and scratch it.Simple .

Scratch a 11610LV? ...... That’s Sacrilege Neef!

[scooba]

First world problems .

Sell the watch and buy another .

How much did it cost ? Stick the cost off the service on top then sell it

Don’t let this ruin your life , Mistakes happen ,I very much doubt the service team thought let’s do it on purpose and upset the guy ,

I would expect the tech has already had a good talking too and feels awful

It is a Watch wear it or sell it if it’s that awful . Just my two cents

[rootbeer7]

I let RSC London polish a Kermit a few years ago. I was delighted with the result which was indistinguishable from when new. This polishing (or lack of) obsession is ridiculous particularly when done properly. A bad polish, if that’s what it’s had is a different matter.

[~dadam02~]

I'd hasten a guess the watch will be dead to you now, no matter how good the polish is or not. I've had similar situation before, I couldn't get over it so it was moved on. I'd try to get the cost of the service knocked on the head and hope it covers the devaluation of the watch so you are all square. Unfortunately it puts you back to where you were before but at least you are wiser for it.

[padi56]

Originally Posted by scooba

First world problems .

Sell the watch and buy another .

How much did it cost ? Stick the cost off the service on top then sell it

Don’t let this ruin your life , Mistakes happen ,I very much doubt the service team thought let’s do it on purpose and upset the guy ,

I would expect the tech has already had a good talking too and feels awful

It is a Watch wear it or sell it if it’s that awful . Just my two cents

Have to agree.

[peterskinner]

‘Don’t let this ruin your life’. Is that a joke? How about at least a little perspective in these dreadful times.