RSC NY did a terrible job.

[Bustelo]

I sent an unpolished Sea-Dweller 16600 into RSC NY 3/2022. I received the watch back 5/2022. Upon receiving the watch back I noticed the following major problems:

-He Valve media blasted finish was removed during polish. They polished it to a mirror shine... mostly (its not even).

-The beautiful crisp coronet on the tuna clasp is now flat and undefined after a super heavy handed sanding.

-Chamfers polished off of lugs.

-Large ding in bezel was left unrepaired. I have posted about this in detail with many pictures. Please see my prior threads if you are interested. They pressed a new insert into the bezel and caused damage to the new insert.

-All of the bridges on the 3135 had the rhodium (silver) plating worn away on the edges due to the rotor rubbing it over time. None of these bridges were replaced. I would expect these bridges replaced and it begs the question what was actually done given my latest and greatest issue (keep reading).

Total cost was over $1,100.

Obviously when I received the watch back, I was not satisfied. I called and received no call back. The same very unwelcoming one or two customer service representatives that answer the phone blew me off. I emailed Rolex on 5/2022 expressing my issues. No reply. I emailed again 7/2022 again expressing my concerns. No reply.

I gave up.

The watch is a box queen. Ive worn it maybe once a month for a couple of hours since receiving it back from Rolex. The other day, after wearing it the evening prior, it was not running the next morning. This weekend after wearing it to another event in the evening, it was dead again in the morning.

Theres a twist to this story. Im a watchmaker. So if I were to resort to sending it back I would be "punished" for anything I've done. I fixed the bezel and chamfers, they are perfect. But the 3135 bridges? The clasp? The ding in the insert? Now the fact that the damn watch doesn't even run less than a year after sending it to Rolex. Its unacceptable and as the consumer this time I just needed to vent.

I already know the issue is the reversing wheels. These would cost me about $200 and take me approximately 10 minutes to repair. This is just plain awful work and service on Rolex side. If they didnt replace almost 15 year old reversing wheels (these are consumable parts like gaskets, crowns, etc..) then what else wasn't done? The thought of sending it back for some trainee to tinker with it for the next 6 months is aggravating.

Edit: I've already made my decision. I'll just eat the $200 and move on with life fortunate that I am able to cleanup their inexcusable work. So, just take this as a cautionary tale.

TLDR? I paid $1100 for a laminated card (its peeling) to establish provenance and some trainee at RSC NY to experiment on my $10,000 watch.

[vh2k]

You call them only ONE time. Then resorted to emails? And then give up. Too much time has elapsed. Any issue you had with RSC was forfeited on your part due to your poor follow up.

[dannyp]

Originally Posted by vh2k

You call them only ONE time. Then resorted to emails? And then give up. Too much time has elapsed. Any issue you had with RSC was forfeited on your part due to your poor follow up.

Yes and no. The service comes with a two year guarantee, and the watch isn't working. However... The OP admits to having opened it. Trained watchmaker or not, that potentially voids that warranty. Don't know whether that holds for simply opening the case back or would only apply if he had tinkered with it.

As to the other issues, as long as they were documented (written and photographic) at the time, and OP can show no additional deterioration, then I don't know that it's too late per se.

[DadsSub]

Did you ask them not to polish it and they polished it? Or did you want them to polish it, but hate the crappy result?

[Old Expat Beast]

This one, I presume?

https://www.rolexforums.com/showthread.php?t=841566

[pensandwatches]

It’s sad really. Rolex should work with you.

[cdmorenot]

I’ve used NY RSC twice.

One time for warranty work on my 116610 which was part of the cyclops low mag issue that plagued these models back in 2015 absolutely flawless and great service.

Second time was my 114300 that had dust on the dial. Watch came back with scratched up lugs from bracelet removal. They completely butchered them.

I fought with them for over three months until they finally agreed to take it back and replace the case. I refused. Sold the watch to a buyer that didn’t care about banged up lugs.

That place is hit or miss. Just like I’ve given up on ADs, I’ve given up on RSC.

[-dustin]

Kinda sucks when you're capable of completing a task, but opt to send to manufacturer, and item comes back to you in a state below what you'd consider acceptable.

Having been in this situation - I'd eat the $200 and move on. If it's something I know...my profession...I don't trust anyone else. Period. End of story. You've got the skills and experience, you'll know what's inside. Fix it up.

[rockysw]

disappointing...there are too many stories like this about Rolex.

Thing is that there is no incentive for them to improve customer service. They know the supply for their product outweighs the demand. And without pressure to maintain sales this is how companies behave.

[Bustelo]

Originally Posted by vh2k

You call them only ONE time. Then resorted to emails? And then give up. Too much time has elapsed. Any issue you had with RSC was forfeited on your part due to your poor follow up.

Email provides a paper trail and at least relays a message from A to B unlike the girl that answers every time I called.

Originally Posted by Old Expat Beast

This one, I presume?

https://www.rolexforums.com/showthread.php?t=841566

You got it.

Originally Posted by cdmorenot

I’ve used NY RSC twice.

One time for warranty work on my 116610 which was part of the cyclops low mag issue that plagued these models back in 2015 absolutely flawless and great service.

Second time was my 114300 that had dust on the dial. Watch came back with scratched up lugs from bracelet removal. They completely butchered them.

I fought with them for over three months until they finally agreed to take it back and replace the case. I refused. Sold the watch to a buyer that didn’t care about banged up lugs.

That place is hit or miss. Just like I’ve given up on ADs, I’ve given up on RSC.

I can relate. Ive had nothing but problems with all of the various service centers across all the brands. We need "right to repair" and we need it now. phones are winning their case and they are a fraction of the cost of watches.

[jb335]

Sorry about your poor experince with RSC. I have no advice but I did want to commend you on an excellent write-up. Seriously.

Clearly written and with proper paragrpahs.

[BillA]

I have had 2 good experiences with the RSC in NYC, but OP, I am sorry for your problems.
Now I use an AD in my area who is a certified Rolex service center, a few bucks less than the RSC and it comes back with the 2 year service card. That AD is Wilson & Son Jewelers in Scarsdale, NY. They now have 3 certified Rolex watchmakers and turn around time is less than half the RSC. They did a beautiful job on 2 Expl II’s.

[joli160]

Rolex customer satisfaction leaves a lot to be desired is my experience as well.
Mistakes happen but how to solve them is what matters.

I think you are right thinking that a trainee handled your watch, it might even have been the plumber who was out to fix something in the building and wanted a go at it.

[fskywalker]

Sorry to hear OP, have used NY, Dallas, Beverly Hills and Lititz PA (through AD) and have great results every time. Lucky me !


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[samuel019]

Well I’ve seen the before pics. Any chance on seeing the after?

[envuks]

Pop off the case back. Let’s see some photos of these worn bridges you speak of. That sounds interesting.


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[Scholar]

I got flamed when I mentioned on some other Rolex forum what we all know here (that RSC is sadly not to be trusted with older watches). This is a good cautionary tale to show them.

[Tridor]

Originally Posted by BillA

I have had 2 good experiences with the RSC in NYC, but OP, I am sorry for your problems.
Now I use an AD in my area who is a certified Rolex service center, a few bucks less than the RSC and it comes back with the 2 year service card. That AD is Wilson & Son Jewelers in Scarsdale, NY. They now have 3 certified Rolex watchmakers and turn around time is less than half the RSC. They did a beautiful job on 2 Expl II’s.

I, too, use Wilson & Son. They are terrific and serviced my 3055 DD beautifully. Way better than a RSC.

[Andad]

As has been said, the after pix would be good to see?

[GGGMT]

Originally Posted by Andad

As has been said, the after pix would be good to see?

They’re posted in the embedded thread. See above


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[GGGMT]

Maybe it’s just me, and not being a watchmaker but a 30 year collector: I think it looks great. You opted to wipe out any personality and history from the watch to ready it for your journey and that’s what RSC did for you. A watch ‘reset’ to something new. Absent explicit written instructions. To the contrary, I assume that’s what RSC assumed as well. I was thinking you were going to feel lucky that at the very least there was that ding in the bezel — the final whisper from the watch “I was here.“. But alas….


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[Mdpaint]

I don't like the concept of not knowing who will be working on my watch. I recently took my gmt to a local watchmaker and the man I spoke with is the actual person who opened up and worked on my watch. There is no chance of there being any misunderstanding when you deal direct. Everything turned out perfect and the cost was approx half what Rolex charges and no chance of my unpolished tritium watch having original parts removed.

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[PhilippeD]

Originally Posted by Old Expat Beast

This one, I presume?

https://www.rolexforums.com/showthread.php?t=841566

Originally Posted by Bustelo

I don't know why you all would be against a little Rolex case clean up. I think a little clean up from the mother ship is absolutely necessary so I can make my own memories. Are they that heavy handed? I'm not sure some of those love taps would be welcome by any owner. Having the dial and hands replaced on a luminova no holes model even be identifiable?

It seems you requested a polish and disregarded warnings from this forum about the risk of RSC being heavy handed. In the end, you are not satisfied with the polishing job.

Really not trying to be a d*ck, but you've kinda made your bed...

[EEpro]

I'm going to use LAWW or Rolliworks for my next service. I have a ding that is a perfect candidate for welding on my LV and I know they will treat it right.

RSC is a bit like Supercuts with a stunningly beautiful lobby in my experience.

[Alvar*]

I feel your pain. Same thing happened with my 16613. It was due for service and the RSC highly recommended me to have the case worked and I believed the sales man. I was left with a watch that had noticeably slimmer lugs and the crown guards were butchered to the point of being sharp fangs. Eventually sold the watch because my eyes could not unsee the damage done.

[Mystro]

Originally Posted by EEpro

I'm going to use LAWW or Rolliworks for my next service. I have a ding that is a perfect candidate for welding on my LV and I know they will treat it right.

RSC is a bit like Supercuts with a stunningly beautiful lobby in my experience.

^^ Probably one of the best analogies when using RSC.

[brandrea]

Originally Posted by PhilippeD

It seems you requested a polish and disregarded warnings from this forum about the risk of RSC being heavy handed. In the end, you are not satisfied with the polishing job.

Really not trying to be a d*ck, but you've kinda made your bed...

Interesting.

[amh]

FWIW everyone, here are the 'after' pics. Go to the first page for the 'before' pics.

https://www.rolexforums.com/showthre...=841566&page=3

That watch looked like it had been found by a beachcomber after being trampled on for a few years. It _needed_ a polish.

It came back looking somewhat rounded but OTOH not unusual. OP since you're a watchmaker this probably bothers you more than most people. I suspect getting the RSC 2-yr warranty card also drove the decision - the watch is now like a "CPO" unit.

[Bustelo]

Thank you so much for all of your replies. And a thanks to @Old Expat Beast for helping me with the thread title change

Originally Posted by PhilippeD

It seems you requested a polish and disregarded warnings from this forum about the risk of RSC being heavy handed. In the end, you are not satisfied with the polishing job.

Really not trying to be a d*ck, but you've kinda made your bed...

You're not being a D, that is a fair statement! This has been an absolutely mandatory journey and learning experience for me both privately and professionally.

Aside from the he valve and clasp they actually did a good job on the polish. The case lines are clean and they did not remove a lot of metal considering the polish was overdue. I am very lucky that I'm able to rectify these issues myself and no permanent damage was done on their end. As it stands currently, the watch is absolutely stunning. But the point still remains, my watch didn't run less than a year after a no expense spared trip to Rolex. You wait months and pay top dollar. Why? In my professional opinion they did not replace 15 year old reversing wheels, this is impossibly negligent. If I wasn't a watchmaker I wouldn't know why it doesn't run, the fact that I do is what allows us to see just how poor the attention to detail was not only on the outside, but the inside.

Meanwhile watchmakers across the world that are capable of much better work than this, are refused access to parts and the ability to earn a living. All of these Swiss luxury brands monopolize the repair market. They keep it all in house and charge outlandish prices. As informed customers, we know going in that repairs are expensive for some of our top tier toys. Companies synonymous with perfection should be expected to provide some semblance of the iconic perfection they base their entire business models on.

If anything just try to support right to repair. It took me 10 minutes to replace these gears. How long would you be waiting again for one of their authorized service centers to hopefully do it right the second time?

For me, my watch journey to the top is near completion. I no longer find the need to "summit". I'll always be a watch lover and I love what I do. But I don't see myself continuing the climb to AP, Patek, etc... Not necessarily because I do not believe a higher level of perfection can be achieved, but because I can't even remotely afford them.

[Bustelo]

Originally Posted by amh

FWIW everyone, here are the 'after' pics. Go to the first page for the 'before' pics.

https://www.rolexforums.com/showthre...=841566&page=3

That watch looked like it had been found by a beachcomber after being trampled on for a few years. It _needed_ a polish.

It came back looking somewhat rounded but OTOH not unusual. OP since you're a watchmaker this probably bothers you more than most people. I suspect getting the RSC 2-yr warranty card also drove the decision - the watch is now like a "CPO" unit.

Thanks for that, all before and after RSC pics are on that page even the bridges. And yes, the pedigree of now having papers was the #1 reason by far.