Why Rolex Service Center opened my watch back case?

[alvinthz]

I sent in my watch to replace Screw link pins for Rolex straps bands bracelets links.

the person in charge told me that the waiting time was an hour to remove 5 new link pins. Which is quite long. I can do it in 5 minutes.

Upon delivering me back the watch with 5 new link pins, I noticed they actually opened my watch case.

When asked why they said is the process to check if everything is working correctly.

I told them it is the only issue with the link pins because the watch shop I went to damaged the pins upon removing one link to suit my wrist size.

Again, my watch is brand new. Really don't understand how the link pins are related to the watch movement until needed to remove the back case. Is that even necessary?

Is anyone facing the same as me? This is done by ROLEX SERVICE CENTER anyway. Kindly share your experiences!

[Little machines]

Welcome to the forum. I have brought watches to RSC for minor fixes and I have had the same experience . Usually waiting for a hour or so . With all the counterfeit watches Rolex deals with they probably have a protocol to check for authenticity . Just a thought !

[alvinthz]

Originally Posted by Little machines

Welcome to the forum. I have brought watches to RSC for minor fixes and I have had the same experience . Usually waiting for a hour or so . With all the counterfeit watches Rolex deals with they probably have a protocol to check for authenticity . Just a thought !

Appreciate your replies on this. Maybe yes got to do with large counterfeits world wide. Just felt uncomfortable for a brand new unworn watch to be opened in less than a week.

[HogwldFLTR]

I'm curious if there was any damage incurred? As was said, likely verifying originality.

[Cambo]

Originally Posted by Little machines

Welcome to the forum. I have brought watches to RSC for minor fixes and I have had the same experience . Usually waiting for a hour or so . With all the counterfeit watches Rolex deals with they probably have a protocol to check for authenticity . Just a thought !

This would be my guess….fakes look so real on the outside, a quick check on the movement could confirm authenticity. I wouldn’t have a problem with it, provided they informed me they were going to do it.

[Auric Goldfinger]

They open the case back to verify timing and that the movement is properly lubricated. Standard operating procedure. Nothing to be worried about.

You can also just ask them directly why they opened it. They won’t notate it on the invoice but they will tell you directly.

[oak3x]

All the above is correct... Took my 16610 Sub to the Dallas RSC and they did the same thing... The technician opened the case back to authenticate / evaluate. I asked to shoot a few photos

Overall a great experience at Dallas RSC. They serviced and lightly polished. Received my timepiece back in 3.5 weeks from drop off. Outstanding communication throughout the process.

My 3.5 week turnaround was predicated on personally dropping the Sub off. I flew to Dallas as I understood it would expedite the process. Also wanted to visit the service center in person for the experience

[jcatral14]

Originally Posted by oak3x

All the above is correct... Took my 16610 Sub to the Dallas RSC and they did the same thing... The technician opened the case back to authenticate / evaluate. I asked to shoot a few photos

Overall a great experience at Dallas RSC. They serviced and lightly polished. Received my timepiece back in 3.5 weeks from drop off. Outstanding communication throughout the process.

My 3.5 week turnaround was predicated on personally dropping the Sub off. I flew to Dallas as I understood it would expedite the process. Also wanted to visit the service center in person for the experience

Isn't there an RSC in Manhattan?

Cool that they let you take the pic while it was open.

[oak3x]

Originally Posted by jcatral14

Isn't there an RSC in Manhattan?

Cool that they let you take the pic while it was open.

There is one in Manhattan...but in my research and speaking to Rolex enthusiasts...Dallas had a better reputation.

Prior to flying down I called and spoke to one of their reps (Ryan). He took the time to answer all my questions and was very cordial. Thus...I just felt very comfortable working with the Dallas RSC

[NickD1975]

Are they pressure testing again after opening the back? Interesting to know where they'd stand if the watch leaked as a result.

[oak3x]

Originally Posted by NickD1975

Are they pressure testing again after opening the back? Interesting to know where they'd stand if the watch leaked as a result.

Yes...they did with my Sub. I received an itemized list of all the service items to be performed prior to start of service

[Auto16610]

How could you tell they opened the case back?

[alvinthz]

Originally Posted by HogwldFLTR

I'm curious if there was any damage incurred? As was said, likely verifying originality.

There’s no damage on my watch except the link pins.


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[alvinthz]

Originally Posted by Cambo

This would be my guess….fakes look so real on the outside, a quick check on the movement could confirm authenticity. I wouldn’t have a problem with it, provided they informed me they were going to do it.

To be very honest with myself here that they did informed me by saying that they will check inside out but didn’t specifically mention they will open the back case.


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[alvinthz]

Originally Posted by Auric Goldfinger

They open the case back to verify timing and that the movement is properly lubricated. Standard operating procedure. Nothing to be worried about.

You can also just ask them directly why they opened it. They won’t notate it on the invoice but they will tell you directly.

Appreciate that information sir.

They did mention that they “open to make sure everything is ok”. That’s what they say to be exact.

They told me is standard procedure which I tell myself if i knew I would have bought the screw myself and replace it without going to RSC cause I felt is unnecessary but I can’t guarantee myself to be able to get an authentic Link pin therefore I turn myself in to RSC.

When you said to verify timing and movement properly lubricated then it start to make sense to me. I actually got this watch in an unworn condition and fully factory sticker from Rolex. This watch is manufactured at year 2017 and keep in box until 2023. Maybe they have lubricate it? I don’t know.


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[alvinthz]

Originally Posted by oak3x

All the above is correct... Took my 16610 Sub to the Dallas RSC and they did the same thing... The technician opened the case back to authenticate / evaluate. I asked to shoot a few photos

Overall a great experience at Dallas RSC. They serviced and lightly polished. Received my timepiece back in 3.5 weeks from drop off. Outstanding communication throughout the process.

My 3.5 week turnaround was predicated on personally dropping the Sub off. I flew to Dallas as I understood it would expedite the process. Also wanted to visit the service center in person for the experience

Authenticate / Evaluate

This is acceptable to certain extend because I do have doubt when i bought it from Grey Market.

Before paying a lump sums of hard earned cash I did ask the seller can you follow me to RSC to authenticate.

They reply full refund if it’s fake. They can’t accompany me there and knowing RSC don’t really attend you just because you want to authenticate unless you drop by to adjust your bracelet they probably will do it for you if it’s authentic.

Honestly after paying i did went to RSC requesting them to adjust bracelet a-bit and to check the timing accuracy. They took a loupe and see before they put it to check. That’s what the first visit. Just verifying and no parts replacement involved at this point.

And the thread above today is where my back case is opened during the second visit for Link Pins replacement.


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[alvinthz]

Originally Posted by NickD1975

Are they pressure testing again after opening the back? Interesting to know where they'd stand if the watch leaked as a result.

Totally unsure above that how they going to do pressure testing. I assume they just screw it back after look see the opened case.


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[alvinthz]

Originally Posted by oak3x

Yes...they did with my Sub. I received an itemized list of all the service items to be performed prior to start of service

I guess is a standard process we can’t say no even it’s not related to movement.


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[alvinthz]

Originally Posted by Auto16610

How could you tell they opened the case back?

I have a protection Film sticker at the back case and it’s brand name wording is not aligned after they open and close.


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[MinMay]

I guess they want to make sure your watch is authentic to work on. Rolex won’t service a fake watch.

[MinMay]

Originally Posted by alvinthz

Appreciate that information sir.

They did mention that they “open to make sure everything is ok”. That’s what they say to be exact.

They told me is standard procedure which I tell myself if i knew I would have bought the screw myself and replace it without going to RSC cause I felt is unnecessary but I can’t guarantee myself to be able to get an authentic Link pin therefore I turn myself in to RSC.

When you said to verify timing and movement properly lubricated then it start to make sense to me. I actually got this watch in an unworn condition and fully factory sticker from Rolex. This watch is manufactured at year 2017 and keep in box until 2023. Maybe they have lubricate it? I don’t know.


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Now you have a receipt that your watch is authentic, which is a plus in my opinion.

[worldofoyster]

to make sure your watch is authentic, nothing to worry about.

[logix1229]

I had the same experience. I recently took mine to order an additional link and they kept the watch while the link was ordered and then when i got it back, i noticed they scratched the caseback..so i was like wtf...not a big deal but was just curious why they did it.

[Brenngun]

Originally Posted by alvinthz

I have a protection Film sticker at the back case and it’s brand name wording is not aligned after they open and close.


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Yes this has been a problem for a long time. They need to be more careful with sticker realignment.

[GHEN]

They also won't give it back to you if it's fake.

[alvinthz]

Originally Posted by MinMay

Now you have a receipt that your watch is authentic, which is a plus in my opinion.

Can sleep well


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[alvinthz]

Originally Posted by worldofoyster

to make sure your watch is authentic, nothing to worry about.

thank you

The RSC person in charge explanation same with you also saying that inside the case movement there is a another serial that they want to be sure they are servicing the correct watch in future.


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[alvinthz]

Originally Posted by worldofoyster

to make sure your watch is authentic, nothing to worry about.

OCD mindset is a flaw just dislike why you opening my one week old watch!

Thanks for ya reply. Good to know it’s authentic since purchased from Grey market.


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[alvinthz]

Originally Posted by logix1229

I had the same experience. I recently took mine to order an additional link and they kept the watch while the link was ordered and then when i got it back, i noticed they scratched the caseback..so i was like wtf...not a big deal but was just curious why they did it.

To be very honest with you I cannot accept scratches!

They did scratched mine a-bit but no point talking about it because they kept telling me that they are using a proper tool machine to open the back case and close the case back.

Just gonna live with it. After all I do think buying from GREY MARKET although it is fully stickers including the case back it is still possible that the reseller will be the one open it. I rather let RSC to open it to have a piece of mind because they did not feedback my movement is fake most importantly.

Certain authentic Rolex in the market came with a FAKE links maybe bezel or case too, with fake box for naked watch therefore my question is : does an authentic Rolex case are using fake movement? Anything is possible for watch like Rolex unless we got it first hand out from AD. My thought.


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[joli160]

It’s a nice service that they did. If anything out of the ordinary they would have informed you