Question post overhaul

[RFAstronaut]

Hello to everyone,

This is my first post in this forum although I have been a reader for some time.

Got a question and I thought it'd be great to have some feedback. I recently had my DJ 16234 serviced at the RSC in Tokyo and picked up yesterday. Upon inspection I found there was a very visible scratch on the part that holds the bracelet with the case. I asked what was that about and I was told they tried to get rid of the scratches but that one was too "severe". I also pointed out some little scratches on the side of the case were not gone and they told me they did not polish otherwise it would thin the metal (which I realize is true). Anyhow, I had them exchange the whole part that keeps the bracelet together and came back 30 mins later. The rest looked OK to me and came home just to put it on and feel little scratches on my skin. Once I looked better somehow, they "cut" the edges of the lugs. I recall perfectly how they used to be round and smooth and now they are chopped. What's worse is one is a tad shorter than the rest which looks odd. So my question is, is this a normal thing?? I thought they'd not polish the case so I'm just confused on why the lugs are chopped!?

Any insights?

Thanks and apologies if this post doesn't belong here.

[joe100]

Photos perhaps?

[RFAstronaut]

Trying this from my phone...

[Evil-Twin]

You are not the first person to complain about Rolex service, or question the service they received over the last few days.

[cop414]

Originally Posted by Evil-Twin

You are not the first person to complain about Rolex service, or question the service they received over the last few days.

Spoken from a man who has "been there, done that", unfortunately. Been following your thread Bill, makes me more and more angry every time that I read about it.

[Racerdj]

These things are happening more and more or so it seems.

[b06tmm]

That is absolutely criminal!

[Evil-Twin]

Originally Posted by cop414

Spoken from a man who has "been there, done that", unfortunately. Been following your thread Bill, makes me more and more angry every time that I read about it.

Tim, thank you so much for posting this. I was very concerned that my situation was creating a lot of drama here. IM an old guy living on a fixed income, and getting this watch ready to pass on to my son. The treatment I received from Rolex NY was no less than criminal. IM venting on this forum to help with my stress and blood pressure, but do not want to appear to be such a wet blanket. I appreciate all the support here in open forum but also to those people who took the time to Private message me their words of empathy and support. There was even a guy offering to send me money to get my situation corrected from Michael Young. I'm not 100% sure how that offer worked but I declined it, he wanted to know my pay pal account. If it was a genuine offer, that says a lot about this forum and its members. I'm certainly not looking for a hand out from anyone but its nice to know that people do care. Your post, Tim, tells me that my posts on this issue are not inappropriate, I fear that IM bring down this forum with negative energy. I assure you my only hope is to give people the knowledge of my last two experiences with Rolex's service or should I say dis service. And give them the option to go to Rikki or someone else. In the last three days I've seen 3 people come to this forum with similar issues as mine. That can't be a coincidence.
I'm loving this forum.
Thanks again for all the support
Bill aka ET

[RFAstronaut]

Hello again!

Well, I'm just shocked at all the horror stories related to bad service shared here!!! I mean, something like this one would expect from a street watch repair joint but from a RSC?! I thought it could be an isolated case but now I see it sadly seems to be the standard. I can't find any logic in sending in a beloved piece in almost pristine conditions (with hopes to just get the mechanism serviced out professionally and return to its original beautiful state) but get more than one bargained for with those nasty flaws, obviously result of a sloppy job. I can see clearly that within their process they do go ahead after all and polish only the top part of the case which one can easily feel as it's got some raw or "cutting sensation" to it.

This reminds me of my other experience: I once had my other Rolex cleaned and when I looked closely, I noticed two new symmetrical nicks they left, as a gift, after removing the bracelet. These were located on the inside of the lugs. This bothered me so much I had to ask my RAD to send to the RSC to fix. They did so but somehow managed to get a little splinter and a little particle of dust inside. I went back to the RAD and they did acknowledge so fixed for free. Needless to say I reminded them how they are supposed to have flawless service for what we pay.

Lesson learned ...

1. Never send your watch for the suggested "tune up" unless you are prepared to encounter issues like these.

2. In case you do, then:
a. Instruct NOT to polish (which is funny because they did not offer any polish). Make sure you both understand what "polish" means!!
b. Take PHOTOS from every single angle before sending in!!!!
c. Bring a magnifying glass when collecting.

As for the fate of my watches, I recently got a new DJ so the other two are goners, including the one fresh from service. I'm still thinking to buy a second hand 16234 to replace exactly the one I'm selling. I will make sure the state specifies NOT OVERHAULED.

Evil-twin, good luck with your claim!

[Rolex57]

This is very disconcerting.

Anyone here know if this forum has any pull with Rolex SA and if they'd look into this shoddy service issue at home base???????????

[Dr. Robert]

Send letters (registered air mail) of disappointment, distaste, disgust etc. to Rolex HQ,
see what happens!
Rolex USA seems to be the worst branch of Rolex.......and this saddens me.....I now have to have 2 more shots of Don Julio reposado.

[Laszlo]

This seems like an epidemic. Maybe their employees are disgruntled about something recent within the company.

[AbsolutelyROLEX!]

Originally Posted by Laszlo

This seems like an epidemic. Maybe their employees are disgruntled about something recent within the company.

Next thing ya know....Uzi in a walmart

[Old Expat Beast]

Originally Posted by Dr. Robert

Send letters (registered air mail) of disappointment, distaste, disgust etc. to Rolex HQ,
see what happens!
Rolex USA seems to be the worst branch of Rolex.......and this saddens me.....I now have to have 2 more shots of Don Julio reposado.

This happened in Tokyo, no?

[Dr. Robert]

Originally Posted by Old Expat Beast

This happened in Tokyo, no?

probably a branch of Rolex USA

[RFAstronaut]

Originally Posted by Old Expat Beast

This happened in Tokyo, no?

Yes, indeed!

[Old Expat Beast]

I would take it back and ask to see a supervisor/manager at RSC there. Chopping the lug like that is vandalism, IMO. I'd be pushing for a whole new watch case.