why 10 days to aknowledge watch at rsc?

[shaggy]

i took my watch back to my AD on the 17th feb
they sent it to the rsc the next day
i called AD last friday and was told they have not aknowledged reciept yet and not put it on the system
he called me back today saying its now on the system and they admit there is a fault and it will take 10 more days to repair
this watch was bought brand new at christmas so is under warrenty

is this normal?
10 days before they even get the watch on to the system to be looked at?
to say im not happy would be an understatement

[Dalton]

Yup. They are a large Service Center so there's production line to deal with. Your watch will be tended to but it takes time with RSC's. You'll be fine.

[watchmaker]

Your watch will be either in Bexley or in St James, and the watch does need to be checked in. Before it is first 'seen to' there is no way to know that the watch is brand new, and sadly no priority can be given.

Also, although AD's will deny it, service centres are normally quick to aknowledge receipt of items, and shops find it very easy to blame a workshop as they are 'unseen by the customers'. Basically passing the buck. Not always! but it does happen.

[shaggy]

i think 10 days to just admit they recieved the watch is rubbish
if they are busy then take on more staff
its not like these watches are £50

[karmatp]

I am lucky to have 2 Rolex watchmakers in my local area, no way I could wait that long and I really dislike shipping my watches. Best of luck, I'm sure it will come back just perfect.

[Welshwatchman]

Please bear in mind the section is not designed for member's spleen venting.

[Dalton]

Originally Posted by Welshwatchman

Please bear in mind the section is not designed for member's spleen venting.

Very true.

[Tools]

Originally Posted by shaggy

i think 10 days to just admit they recieved the watch is rubbish
if they are busy then take on more staff
its not like these watches are £50

Perhaps you are putting too much weight on what your AD is telling you....

[shaggy]

Originally Posted by Welshwatchman

Please bear in mind the section is not designed for member's spleen venting.

ok yes sorry

Originally Posted by Tools

Perhaps you are putting too much weight on what your AD is telling you....

not at all
i called bexley yesterday and was told its the norm
i think its shoddy to say the least
im very unhappy

[Art 1]

Very normal.

[Chris B]

It'll all worth it in the end

[Xenophon]

All very normal. Mine went back to Rolex UK 16 days ago. I haven't heard a word yet either. I recall in the past that it can take up to a month to get a repair estimate and then as much as two months to get the work done.

[shaggy]

im not a rich man
i have 1 watch
i want to wear the watch i have
its back at the manufacturers through no fault of mine
why does it take so long?

[Art 1]

Originally Posted by shaggy

im not a rich man
i have 1 watch
i want to wear the watch i have
its back at the manufacturers through no fault of mine
why does it take so long?

Life can be tough, one bad thing and you won't even think of that watch.

[shaggy]

Originally Posted by Art 1

Life can be tough, one bad thing and you won't even think of that watch.

oh ok then
ill just accept what i conceive to be bad service in case something bad comes along

is this not a rolex forum?
or are we only allowed to post about the good things?

you are missing my point and my question

why does it take 10 days just to aknowledge reciept of a watch then another 10+ days to get it repaired and returned
i cant grasp the concept of making customers wait so long especially if its warranty work
im not saying its just rolex who do this
apparently (from what im told) most swiss manufacturers take this long

you wouldnt accept it from a car manufacturer
or even a home appliance manufacturer

so why is it seen as ok because its rolex?
and
"well thats how it is" is not a valid answer

now if someone can give me a valid reason then i will be happy

[BLM2]

Possibly the AD shipped your watch Registered and Insured. In the US this can take a week or more to travel what Regular First Class would take two days.

Lee

[watchmaker]

Originally Posted by shaggy

oh ok then
ill just accept what i conceive to be bad service in case something bad comes along

is this not a rolex forum?
or are we only allowed to post about the good things?

you are missing my point and my question

why does it take 10 days just to aknowledge reciept of a watch then another 10+ days to get it repaired and returned
i cant grasp the concept of making customers wait so long especially if its warranty work
im not saying its just rolex who do this
apparently (from what im told) most swiss manufacturers take this long

you wouldnt accept it from a car manufacturer
or even a home appliance manufacturer

so why is it seen as ok because its rolex?
and
"well thats how it is" is not a valid answer

now if someone can give me a valid reason then i will be happy

Like I already said, until it is booked in, they dont know its warranty work. Then there is bound to be a few factors affecting what information is relayed. Most notably, i doubt their acknowledgment was received by your ad the same day it was issued. eg, bexley receives it on a thursday. it is booked on friday, and the acknowlegement is issued, by post i will add. Monday is the earliest the ad will hear of this, and then who can say they pass it on to you that day. Not all shop staff deal with repairs, generally in higher end dealears, one mabey two people do this. What if they are off on monday, or miss that letter, then they dont call until tuesday.

Ten days is not a long time. They have your watch. EVERY rolex that Bexley receives is somebodies 'prized watch'. No one watch is more important

[shaggy]

Originally Posted by watchmaker

Like I already said, until it is booked in, they dont know its warranty work. Then there is bound to be a few factors affecting what information is relayed. Most notably, i doubt their acknowledgment was received by your ad the same day it was issued. eg, bexley receives it on a thursday. it is booked on friday, and the acknowlegement is issued, by post i will add. Monday is the earliest the ad will hear of this, and then who can say they pass it on to you that day. Not all shop staff deal with repairs, generally in higher end dealears, one mabey two people do this. What if they are off on monday, or miss that letter, then they dont call until tuesday.

i can see the logic in this
especially when royal mail is involved and then someone has to open the letter and then speak to the relevent owner etc
my AD informed me it took 10 days to get notification and i can well see why now but to be honest it was said as if Rolex took all the time
i believed there would be at very least some sort of computer software involved and it would be an email at the very least
why not email though?

Originally Posted by watchmaker

Ten days is not a long time. They have your watch. EVERY rolex that Bexley receives is somebodies 'prized watch'. No one watch is more important

ahhhh there we have it
but my watch is the only watch i care about

from my conversation with Ann at bexley they do indeed have a dedicated warranty watchmaker
my watch has been fixed and is on test and if nothing wrong is found on test should be posted next day to my AD on friday
(dare not believe that royal mail will deliver city centre saturday am)
so i should have it back monday