Rolex RSC Vintage Service-New Policy?

[swish77]

I think there's a new policy at RSC New York on the service of vintage pieces, or at least it's new to me. I took my 5.1-mil 1675 GMT there yesterday because I wanted a service on the movement. It keeps great time but the manual wind, after it's been sitting for awhile, is super tight/stiff. So I figured why not splurge and get a full service. And I know the drill well: don't change the dial, hands, insert, date wheel, no polishing, etc ... I've had numerous pieces serviced there through the years, including a 5512, a 1680 and another 1675 I had serviced years ago before I sold it. So, yesterday, the woman comes back after a tech has given my 1675 an initial evaluation, and says there would be a $150 fee just for the service estimate. That fee would be credited toward the service cost IF I decided to go ahead with it, but if I declined, I'm out of pocket $150. I said "No, thanks" because what if they now insist on changing something I wanted left alone, such as my beautiful original brushed metal date wheel, or the faded insert, or anything else? The woman would not give me any guarantee on what would be a mandatory change and what would just be a "suggestion." In the past, they've allowed me to decline any suggested changes, but who knows what they would insist upon changing this time around. Anyone else experienced this? Not good.

[Kingair]

As you can see even Rolex sucks. . . (depending on the dealer)
Everyone wants to make money . . .

But I can look at you 1675 for $ 100.00 . . . . . forever ;-)

HANT

[azguy]

For one of the leading watch companies to have policies like this is simply stupid. It seems like for everything done right at the watch level, almost everything is done wrong at the service level.

$150 What would happen if you rolled in with your BMW and said I have a rattle, squeak, etc..... Would they say "It's $150 to look at it and if you decide to have us fix it we'll credit the $150 back to you"......

OP, I would just send your wtch to Bob Ridley for a movemnet service, no BS and no worries with him working on your vintage

[SPARTAN2161]

Bob is your guy. He won't BS you like Rolex. Personally unless the watch is under warranty. I won't send anything to them

[swish77]

Yes, Bob fixed up my vintage Datejust, and the service was excellent! However, I really wanted that Rolex paperwork for my GMT. For me, that's a huge bonus. Bob's service is fantastic, but there's something about getting that factory seal of approval. Still, it looks like those days are gone, in New York, anyway. I hear the RSC in San Francisco is more sympathetic to vintage concerns. We'll see.

[apan]

I visited RSC NY last November for my 5513. They did not charge me for an estimate at that time although I declined their service and went to Bob.

[TattooedGQ]

I thought they wouldn't even touch the vintage pieces??

[Paladin]

I wonder how many vintage/OLD watches they get, put into the que to inspect/take apart and diagnose to produce a list of required and/or recommended work only to have someone who decline to do anything.

Rolex is in business to make money just like every TRF member is so they can afford to buy the Rolex watches they love. I doubt that many forum members would appreciate wasting what I am sure amounts to hundreds and thousands of man hours and $$$ not to mention having to take longer on good paying customers watches because people submit watches for inspection and diagnosis that never become customers.

I think it's a very rational policy. We pay for mechanics to diagnose problems without cars, doctors to diagnose our health problems etc. How do you think there is a entitlement to free diagnosis of your watches mechanical problems?

[azguy]

Originally Posted by Paladin

I wonder how many vintage/OLD watches they get, put into the que to inspect/take apart and diagnose to produce a list of required and/or recommended work only to have someone who decline to do anything.

Rolex is in business to make money just like every TRF member is so they can afford to buy the Rolex watches they love. I doubt that many forum members would appreciate wasting what I am sure amounts to hundreds and thousands of man hours and $$$ not to mention having to take longer on good paying customers watches because people submit watches for inspection and diagnosis that never become customers.

I think it's a very rational policy. We pay for mechanics to diagnose problems without cars, doctors to diagnose our health problems etc. How do you think there is a entitlement to free diagnosis of your watches mechanical problems?

Couldn't disagree more; when you get to the size of Rolex, BMW, Apple, "customer service/wasting time" goes with the territory and makes the customer feel like they made the correct decision...What would you be saying if you walked into the Apple store and had to pay $50 before they would look at your I-Phone and I-Pad.....simply wrong

[CaveDiver]

Originally Posted by Paladin

I wonder how many vintage/OLD watches they get, put into the que to inspect/take apart and diagnose to produce a list of required and/or recommended work only to have someone who decline to do anything.

Rolex is in business to make money just like every TRF member is so they can afford to buy the Rolex watches they love. I doubt that many forum members would appreciate wasting what I am sure amounts to hundreds and thousands of man hours and $$$ not to mention having to take longer on good paying customers watches because people submit watches for inspection and diagnosis that never become customers.

I think it's a very rational policy. We pay for mechanics to diagnose problems without cars, doctors to diagnose our health problems etc. How do you think there is a entitlement to free diagnosis of your watches mechanical problems?

Flip side: they dismantle, inspect and manhandle a vintage piece then say, “ will not service it because it is too old.” This is after they advertize a Rolex for a family heirloom.

[jjmcd]

This change must be relatively recent. I had my circa 1977 white gold Day-Date completely serviced by Rolex NY last summer - no issues whatsoever. At that time, Rolex NY also swapped the bezel inserts on my circa 1971 GMT Master, from an all-black genuine Rolex bezel insert that I had previously had fitted to the watch by an independent watchmaker back to the original red/blue insert - no charge for doing the swap.

[Paladin]

Originally Posted by azguy

Couldn't disagree more; when you get to the size of Rolex, BMW, Apple, "customer service/wasting time" goes with the territory and makes the customer feel like they made the correct decision...What would you be saying if you walked into the Apple store and had to pay $50 before they would look at your I-Phone and I-Pad.....simply wrong

John, we are normally in agreement on things here but I have to point out, a iPhone or iPad under warranty and still current production is a little different that a watch that has been out of warranty and production for decades. Try taking a 30 yo apple 2-c iDesk top computer nto apple for diagnosis and service.

I am sure that Rolex will take care of new, under warranty watches just as they should.

Maybe I am just different but I don't expect a free lunch anywhere and I am respectful of the time of skilled professionals. When my local Rolex authorized jewelr looks at my watches or tweaks their regulation for me without charge, and I am always expecting and willing to pay for his skilled services, I at least give him $40 to go out to a nice lunch with his wife.

[CaveDiver]

Originally Posted by Paladin

is a little different that a watch that has been out of warranty and production for decades. Try taking a 30 yo apple 2-c iDesk top computer nto apple for diagnosis and service.

But, Apple does not advertize their products as family heirlooms.

[pdoukas]

Originally Posted by swish77

Yes, Bob fixed up my vintage Datejust, and the service was excellent! However, I really wanted that Rolex paperwork for my GMT. For me, that's a huge bonus. Bob's service is fantastic, but there's something about getting that factory seal of approval. Still, it looks like those days are gone, in New York, anyway. I hear the RSC in San Francisco is more sympathetic to vintage concerns. We'll see.

Give Giovanni a call at the RSC in San Fran. The RSC in San Fran is an independently owned and operated RSC - However, it is a fully supported RSC. The only one in the US. 2 months ago I was very specific with what I wanted and he accomodated me to the "T" with my 1968 1675. Even returned spare parts that I sent in along with the watch to replace the ones I asked to be replaced. Came back with service papers from a watch I just purchased from a trusted seller from here.

Pete

[azguy]

Originally Posted by pdoukas

Give Giovanni a call at the RSC in San Fran. The RSC in San Fran is an independently owned and operated RSC - However, it is a fully supported RSC. The only one in the US. 2 months ago I was very specific with what I wanted and he accomodated me to the "T" with my 1968 1675. Even returned spare parts that I sent in along with the watch to replace the ones I asked to be replaced. Came back with service papers from a watch I just purchased from a trusted seller from here.

Pete

Can you walk in there I'm going to be in the bay are next week..

[azguy]

Originally Posted by Paladin

John, we are normally in agreement on things here but I have to point out, a iPhone or iPad under warranty and still current production is a little different that a watch that has been out of warranty and production for decades. Try taking a 30 yo apple 2-c iDesk top computer nto apple for diagnosis and service.

I am sure that Rolex will take care of new, under warranty watches just as they should.

Maybe I am just different but I don't expect a free lunch anywhere and I am respectful of the time of skilled professionals. When my local Rolex authorized jewelr looks at my watches or tweaks their regulation for me without charge, and I am always expecting and willing to pay for his skilled services, I at least give him $40 to go out to a nice lunch with his wife.

yes we do my friend

[SPARTAN2161]

Either way anyone puts it Rolex does not have the best customer service when it comes to vintage. And as many have said advertising as an heirloom then denying service isn't their best practice but Paldin makes a great statement that they need to make their money. Either way in the "vintage world" i would say Bob's paper work stands up very well to RSC paper work.

[pdoukas]

Originally Posted by azguy

Can you walk in there I'm going to be in the bay are next week..

Yup.....

If you're going to be there, you should go by HQ Milton and see Jacek.

[swish77]

Originally Posted by Paladin

I wonder how many vintage/OLD watches they get, put into the que to inspect/take apart and diagnose to produce a list of required and/or recommended work only to have someone who decline to do anything.

Rolex is in business to make money just like every TRF member is so they can afford to buy the Rolex watches they love. I doubt that many forum members would appreciate wasting what I am sure amounts to hundreds and thousands of man hours and $$$ not to mention having to take longer on good paying customers watches because people submit watches for inspection and diagnosis that never become customers.

I think it's a very rational policy. We pay for mechanics to diagnose problems without cars, doctors to diagnose our health problems etc. How do you think there is a entitlement to free diagnosis of your watches mechanical problems?

Sorry, it's just bad customer service. It ain't Casio or Seiko. It's ROLEX. I expect a free diagnosis because their watches are crazy expensive (arguably worth it) and they charge a lot for service. They're one of the world's leading watch brands. They should lead the way in customer service, not nickel and dime customers.

Other companies know better. For example, I took a broken 5-year-old Macbook to Apple, long out of warranty, and they evaluated and fixed it (bad hard drive) on the spot. No "evaluation" charge, no labor charge. Just the cost of the new hard drive. A couple of years ago I took my 10-year-old sterling silver Tiffany-marked Swiss Army knife (one of the huge ones) back to Tiffany's flagship store in NYC because it was beat-up and one of the fold-out knives was stuck. Two weeks later they returned my knife, polished, looking brand new and working perfectly FOR FREE. Last year, my 6-year-old titanium Fisher Space Pen, Millennium Edition, ran out of ink despite the company's guarantee its pressurized ink cartridge would never run out. I sent it back and within a week they overnight FedEx'd a brand new pen AND apology FOR FREE. Not even a shipping or handling charge.

With a company like Rolex we pay a ton of money for their fine timepieces and we expect good customer service. I'm not asking for anything free. I'd gladly pay the $500-$600 for a movement service (as long as they don't touch the dial, hands, etc ...) But for them to charge $150 just to look at the watch is outrageous. They never used to do that. I wonder what changed.

[zeuloa]

Originally Posted by azguy

For one of the leading watch companies to have policies like this is simply stupid. It seems like for everything done right at the watch level, almost everything is done wrong at the service level.

$150 What would happen if you rolled in with your BMW and said I have a rattle, squeak, etc..... Would they say "It's $150 to look at it and if you decide to have us fix it we'll credit the $150 back to you"......

OP, I would just send your wtch to Bob Ridley for a movemnet service, no BS and no worries with him working on your vintage

I think BMW would charge you to diagnose the problem, specially if your car is 30 years old and way out of warranty. Or would you expect them to tear the engine, tranny, suspension, or where ever your issue is for free?

[swish77]

BMW actually doesn't charge to diagnose many problems. I own a 2008 Mini, made by BMW, that is out of warranty. It recently developed a strange noise during acceleration. My wife took it in. Turned out to be minor and our only charge was the parts and labor. No "evaluation" fee. Now, would they do the same with a vintage BMW? Maybe not. But we're talking about watches here, not cars, and it's not always apples to apples with different products. Rolex has a reputation and its watches are something to be treasured for years/decades, handed down through generations. You'd think they'd want to nurture that idea, not kill it.

[Zirotti]

Originally Posted by swish77

BMW actually doesn't charge to diagnose many problems. I own a 2008 Mini, made by BMW, that is out of warranty. It recently developed a strange noise during acceleration. My wife took it in. Turned out to be minor and our only charge was the parts and labor. No "evaluation" fee. Now, would they do the same with a vintage BMW? Maybe not. But we're talking about watches here, not cars, and it's not always apples to apples with different products. Rolex has a reputation and its watches are something to be treasured for years/decades, handed down through generations. You'd think they'd want to nurture that idea, not kill it.

The difference is you had the work done.

If they had diagnosed the problem, and you decided to take it elsewhere, they would have undoubtedly charged you a diagnostic fee.

[azguy]

Originally Posted by pdoukas

Yup.....

If you're going to be there, you should go by HQ Milton and see Jacek.

No, no, no....I'm a weak man

I would own this if I went there-

http://www.rolexforums.com/showthread.php?t=228640

[swish77]

Originally Posted by Zirotti

The difference is you had the work done.

If they had diagnosed the problem, and you decided to take it elsewhere, they would have undoubtedly charged you a diagnostic fee.

No, I don't think they would have charged me, not in this case, but maybe only 'cause I bought the car from their dealership. This part of the debate aside, I wonder why RSC in New York changed their policy. I've had three vintage pieces serviced there through the years, including a 5512 last year, and they never charged an evaluation fee. Maybe they've just had enough and are now trying to discourage people with vintage Rolexes going to RSCs. It worked in this case.

[pablofields]

[QUOTE=pdoukas;3223711]Give Giovanni a call at the RSC in San Fran. The RSC in San Fran is an independently owned and operated RSC - However, it is a fully supported RSC. The only one in the US. 2 months ago I was very specific with what I wanted and he accomodated me to the "T" with my 1968 1675. Even returned spare parts that I sent in along with the watch to replace the ones I asked to be replaced. Came back with service papers from a watch I just purchased from a trusted seller from here.

x 2. Giovanni and his team are top notch.

Also, there was a recent post in another thread about a rumor that Giovanni was selling the center. I picked up a watch from service last week and asked him. No truth to the rumor, thankfully for those of us in the Bay Area.

[GlennW]

X3..Giovanni is top notch.

He serviced this underline 7928 last year...fantastic service!

[GMTJOHNNY]

Ok.....Who is "Bob" and how do we contact him for service? Thanks!! JD

[Kingair]

It's Bob the builder ;-)

Just kiddin'

Bob Ridley, Arlington, Tx

Greetz

[mr500cm]

Originally Posted by CaveDiver

Flip side: they dismantle, inspect and manhandle a vintage piece then say, “ will not service it because it is too old.” This is after they advertize a Rolex for a family heirloom.

A friend had a 5512 rejected by Rolex NY because of age, he was told its too old...this was in the early 1990's. He had it serviced by local watchmaker and it ran fine. A few years ago the watch stopped, his wife brought to Rolex in NY and $1000.00 later they overhauled a watch that 15 years before they said no to....weird.

[azguy]

Originally Posted by mr500cm

A friend had a 5512 rejected by Rolex NY because of age, he was told its too old...this was in the early 1990's. He had it serviced by local watchmaker and it ran fine. A few years ago the watch stopped, his wife brought to Rolex in NY and $1000.00 later they overhauled a watch that 15 years before they said no to....weird.

I'll have to say Rolex USA has some of the wierdest rules and proceduares I have ever seen....for a global industry leader, I'm quite surprised...