Not very impressed with Rolex service!

[Alligator]

A few of you may remember a post I started several weeks back about my brand new SS Daytona not working correctly (http://www.rolexforums.com/showthread.php?t=307429). I ended up giving the watch back to my AD after just a few days of wearing it and they sent it (with my warranty card) to the Rolex service center. I have a Sub as well, so I had something to wear while it was away.

Well, its been three weeks now, and I finally contacted my AD to find out the status. The AD followed up with their Rolex rep, and the watch was scheduled to arrive the next day (yesterday). Needless to say, I was excited and went to pick it up right when it arrived.

When I pick up the watch, I expected it to look brand new (1) because it was worn only a few days and was new, and (2) because I've heard Rolex makes watches sent in look like new. Imagine my shock when I pick up the watch and see a scratch on the watch back! I'm certain I did not put any scratches on the watch during the few days I actually wore it. I point it out to the AD, and he tells me I can either leave it and they will contact Rolex, or I can take the watch. After spending this much money and not really having a watch to wear, I took it and decided I would live with it until the first service in 5 years. I looked it over in better lighting when I got home, and found more scratches next to the clasp. I figure I'd end up scratching it up there on my own simply by using it, so I decided to ignore these scratches too.

Finally, when I went to leave the store, the AD tells me that Rolex forgot to send back my warranty card. They will have it sent out by mail when it arrives.

I'm happy I have my watch back and I can live with the scratches. I'm just surprised by the fact that it quit working within the first week of use, and the fact that Rolex scratched it up during the service and forgot my warranty card when they returned it. That, and I never heard one word from Rolex directly about selling me a defective product. Most other companies would have immediately replaced it, or at least apologized and would have reassured me they would make it right - but not Rolex. The AD was helpful, and I know it's not their fault. I'm just disappointed, I guess I was hoping Rolex service was better than this.

[Chaching]

I thought you had a Sub to wear? Why didn't you send it back to RSC again and have them fix the scratches? I would NEVER have accepted that B.S. from RSC and would have demanded it be fixed! Doesn't sound like a RSC Service! When I recently send my GMT II Pepsi in to RSC NY it took 6 weeks for them to do a complete service so 3 weeks doesn't add up to a typical RSC Service.

[Outrlimit]

Just a guess but it sounds like it was serviced locally. The condition would be unusual from Rolex and getting it back in 3 weeks is several weeks faster than typical.

[joe100]

Originally Posted by Outrlimit

Just a guess but it sounds like it was serviced locally. The condition would be unusual from Rolex and getting it back in 3 weeks is several weeks faster than typical.

Hmm, did you ask to see the RSC paperwork?

[Alligator]

Do you get RSC paperwork for a repair? This wasn't a regular service, it was just being repaired. I didn't know I could even ask for this, and the AD never offered it.

[joe100]

Usually you don't, but the AD does.

[Hairdude1]

I wouldn't have left without any sort of compensation for the scratches. Also that was a quick turnaround. As stated above do you have the RSC paperwork?

[Chaching]

Originally Posted by Alligator

Do you get RSC paperwork for a repair? This wasn't a regular service, it was just being repaired. I didn't know I could even ask for this, and the AD never offered it.

Doesn't sound like a RSC Service and yes I did get all my RSC paperwork, Rolex Pouch and 2 yr warranty card from Rolex when they serviced my GMT. Unreal

[globalmedia33]

Why didn't you send it directly to RSC?

[Nidal]

Resend to RSC. You need to be happy.

[zeuloa]

Originally Posted by Alligator

Do you get RSC paperwork for a repair? This wasn't a regular service, it was just being repaired. I didn't know I could even ask for this, and the AD never offered it.

I've sent a watch to RSC for warranty work in the past and did receive paper work. They didn't specify exactly what was done but it has all the watch info and a general "movement service under warranty" line.

BTW in my experience when they do warranty work they don't polish the watch, but they should not add scratches to it either. I would be very certain the AD sent it to RSC and did not repair in-house. Call RSC and they will confirm if they worked on the watch.

[southtexas]

Originally Posted by globalmedia33

Why didn't you send it directly to RSC?

If it was purchased from AD, you'd hope you would receive correct service/help when going back to them. Otherwise, why buy from an AD?

[cop414]

I would question your AD as to which RSC he sent it to. Something doesn't sound right here... keep us posted.

[bridgs]

Originally Posted by cop414

I would question your AD as to which RSC he sent it to. Something doesn't sound right here... keep us posted.

..agree

[Cc1966]

Originally Posted by cop414

i would question your ad as to which rsc he sent it to. Something doesn't sound right here... Keep us posted.

x3

[RolexPete]

Originally Posted by cc1966

x3

x3 +1

[ltmgeller]

I have agree with the others questioning wether your watch went to a RSC. I have my 3rd watch in for service now and it always takes at least 5 weeks. They also don't forget to send your warranty card back. Did you get the watch back in the green pouch with the rolex rag?

[RolexPete]

If they told you it went to RSC, it better have gone there. I would demand the invoice.

[beshannon]

So the watch was under warranty and the "Authorized Dealer" may have serviced it locally?

Wow! Seems like a call to Rolex directly would be in order. I would not be happy about the entire situation.

You need to establish what happened to the watch and get all the paperwork. If the watch is only three weeks old, depending on how you paid for it, I would be considering disputing the charge with your credit card to get this "Authorized Dealers" attention.

Best of luck, this is messed up.

[strafer_kid]

This does seem a bit strange. Whilst it could be argued that the shorter turnaround was because the repair was treated as a priority by the RSC, the presence of new scratches sounds rather peculiar - definitely worth a follow up even for peace of mind!

[Aventura]

Originally Posted by Alligator

A few of you may remember a post I started several weeks back about my brand new SS Daytona not working correctly (http://www.rolexforums.com/showthread.php?t=307429). I ended up giving the watch back to my AD after just a few days of wearing it and they sent it (with my warranty card) to the Rolex service center. I have a Sub as well, so I had something to wear while it was away.

Well, its been three weeks now, and I finally contacted my AD to find out the status. The AD followed up with their Rolex rep, and the watch was scheduled to arrive the next day (yesterday). Needless to say, I was excited and went to pick it up right when it arrived.

When I pick up the watch, I expected it to look brand new (1) because it was worn only a few days and was new, and (2) because I've heard Rolex makes watches sent in look like new. Imagine my shock when I pick up the watch and see a scratch on the watch back! I'm certain I did not put any scratches on the watch during the few days I actually wore it. I point it out to the AD, and he tells me I can either leave it and they will contact Rolex, or I can take the watch. After spending this much money and not really having a watch to wear, I took it and decided I would live with it until the first service in 5 years. I looked it over in better lighting when I got home, and found more scratches next to the clasp. I figure I'd end up scratching it up there on my own simply by using it, so I decided to ignore these scratches too.

Finally, when I went to leave the store, the AD tells me that Rolex forgot to send back my warranty card. They will have it sent out by mail when it arrives.

I'm happy I have my watch back and I can live with the scratches. I'm just surprised by the fact that it quit working within the first week of use, and the fact that Rolex scratched it up during the service and forgot my warranty card when they returned it. That, and I never heard one word from Rolex directly about selling me a defective product. Most other companies would have immediately replaced it, or at least apologized and would have reassured me they would make it right - but not Rolex. The AD was helpful, and I know it's not their fault. I'm just disappointed, I guess I was hoping Rolex service was better than this.

I think you have to insist on the RSC because if you gave the watch in perfect condition they have to deliver the same or better really.
I would write to Rolex in Switzerland to explain what happened.IMHO
Good luck!!

[BZA]

Sorry to hear about this bud, bottom line is you're not happy and you need to be. Take the watch back to the AD and demand they make it right! Keep us posted and good luck

[lja1821]

Turnaround times are in order of priority obviously a new watch would be serviced and fixed first hence the reason why it only took a short time. Same thing happened to me only difference was i did take my watch to rsc, it seems their are some holes in the rsc service network as of late this is yet another issue with another watch. Personally i would find a good trustworthy certified rolex watchmaker and deal with them thats what i did, its more personal and they will actually value you as a customer..

[landroverking]

Never had a problem with AD service or RSC Dallas.

[watchwatcher]

This is unfortunate. I know this is tough to hear, but at this moment you are going to have to either take it back or live with it. It sounds to me as if you are upset enough about it to take it back. I wish you well with this.

[OrangeSport]

My Sub has gone for repairs twice. Both times the condition was recorded by the AD first, and although the watch wasn't polished, it certainly wasn't damaged by them either!

Recording the condition up front helps in these situations.

[azguy]

There has been many reports of case backs being scratch after RSC service, with that being said it really wouldn't bother me, it's the back after all....But each person is different and you should be 100% happy..

[yld2rob]

What is the AD's return policy? Are watch return policies different than and other product you buy (I truly do not know the answer to this) Are returns not allowed? I have not even thought of asking what an AD's return policy is but maybe I should before I buy my next watch!

[Alligator]

So I called the RSC this morning. It was serviced in the Dallas center. They confirmed they had received it, and their notes showed scratches in exactly the same places I noticed (and their notes matched where I had seen them without me even telling them the locations).

They offered to refinish the surfaces, but advised me against it since it actually removes some of the metal. They recommended I wait until the first 5 year service, which I'm actually happy to do. The scratches are not noticeable when worn.

They also confirmed they send it back in a throw-away shipping box, no bag or polishing cloth. They also confirmed the work that was done, which matched what I wanted.

So all in all, it doesn't really sound like I can ask for more. The watch works now, and I'll live with the scratches, I guess.

Again, although everything is fine, I was just hoping for something a little better than this. Maybe I put Rolex on too high of a pedestal.

[beshannon]

Originally Posted by Alligator

They also confirmed the work that was done, which matched what I wanted.

Glad to hear it was sent to RSC, sorry you are unhappy.

I would still ask the AD for copies of the paperwork for your files. If the AD does not have it I would ask RSC.