New service prices!! OUCH!

[hhh007]

Originally Posted by Big Joe

I just got my GMTII back from service today. I sent it through my AD seven weeks ago. They said it would take 6-8 weeks. Two weeks later I got a call and was told the estimate for the service and regulating would be $585.00. I reminded them the watch was still under factory warranty and they had the warranty card when I brought the watch in.

The watch is my favorite, but it has not kept time that well. I have a nice collection of watches, and this is the only one that has problems with accuracy. It has gotten worse over time. In any case, I took it to be serviced through the RSC because it was still under warranty.

I have read in the book that came with the watch that they do certain things in servicing the watch. I was excited to see Rolex do the work because I knew it would come back running good, and looking as close to new as a used watch can. I have worn it a lot, but it is not in bad shape, just surface scratches. It is a two tone and still in reasonably good shape.

I was called today telling me it was back and ready. I was so excited to get it back. I arrived at the AD to get it and it was in a green bag with a micro fiber cleaning cloth and a box with the receipt (free) for the work done. She pulled the watch out of the bag, and then handed it to me. The first thing I noticed was that it was dirtier than when I left it with the AD. The case has a film over it that I will have to clean. They did not buff anything and all the scratches are still on the bracelet and some new ones on the case back that were not there when the watch was delivered to the AD for mailing to the RSC.

I am very disappointed. I love my watch, and my Submariner runs flawlessly as does my wife's Date Just. However, the service was far from being up to par and I am left with a really bad taste in my mouth concerning Rolex.

I have 2 Breitlings. one needed a minor service and was returned to the AD for shipment to Breitling. It came back in 3 weeks completely serviced, even though I had not asked for that, the problem corrected, and fully reconditioned. It looked brand spanking new. It came with my papers returned, in a very cool shipping bag, and a micro fiber cloth. They did an incredible job and I am more than pleased. Maybe Rolex could learn a bit from them.

I still love my Rolex's, and my GMT is still my favorite, but I am very unhappy with the work performed. If they make it run properly I will be happy enough, but I worry about the quality of the inside work when they don't deliver on the little things. To compound the issue, they make it very hard to contact anyone at Rolex to inquire about the issues. I realize I am venting and I appreciate the opportunity.

Something is unclear.......as far as I know Rolex will perform warranty work for specific problems free of charge, but they will not do a complete service and exterior refinish under warranty. Are you saying the RSC did a complete $585.00 service under warranty when it sounds like the watch just needed regulating?

[NorthernPike]

Originally Posted by Big Joe

but I am very unhappy with the work performed. If they make it run properly I will be happy enough, but I worry about the quality of the inside work when they don't deliver on the little things. To compound the issue, they make it very hard to contact anyone at Rolex to inquire about the issues. I realize I am venting and I appreciate the opportunity.

You've been screwed. (Can I say that here?) That is far below the standard that Rolex has set and that you deserve and should expect. I just got mine back too. It took ten days, came back looking like new with all surface scratching removed, and it keeps time flawlessly.
I'll post pics and a report real soon in a new thread.

I don't think they sent your watch anywhere; just fixed it in house and did a poor job of it. Call Rolex and arrange to have it dealt with properly. Hopefully they'll also deal with the AD as well.

[CaveDiver]

Originally Posted by Big Joe

I was so excited to get it back. I arrived at the AD to get it and it was in a green bag with a micro fiber cleaning cloth and a box with the receipt (free) for the work done. She pulled the watch out of the bag, and then handed it to me. The first thing I noticed was that it was dirtier than when I left it with the AD. The case has a film over it that I will have to clean. They did not buff anything and all the scratches are still on the bracelet and some new ones on the case back that were not there when the watch was delivered to the AD for mailing to the RSC.

I am very disappointed. .

Did it go to RSC Texas? I would not be surprised at all. They have folks there with big hairy knuckles who man handle watches.

[Cru Jones]

Originally Posted by hhh007

Something is unclear.......as far as I know Rolex will perform warranty work for specific problems free of charge, but they will not do a complete service and exterior refinish under warranty. Are you saying the RSC did a complete $585.00 service under warranty when it sounds like the watch just needed regulating?

My thoughts exactly....

[CaveDiver]

They way I read it is: He took his watch to the AD for warranty because it was not keeping time. If it needs regulation or not, they still have to fix it under warranty and replace whatever parts required. No? I doubt he took it in and said regulate.. Most likely said it needs to be fixed or service under warranty because it does not keep good time. Also, sounds like they added scratches and dirt. Is it reasonable to expect it to be returned without extra damage?
As for the service part, that most likely was a breakdown between the AD and Rolex. It will be interesting to see if the watch keeps better time

To the poster: Call the RSC’s main number that serviced the watch. Ask to speak to the service manager. Have him/her check what was done to the watch and tell her about the slime, dirt and extra scratches.

[NorthernPike]

I agree. Mine went in for regulation. I was hoping they'd do a full service but they regulated it as required, plus replaced all gaskets, polished and water tested it. I'll tell you more after I check the time today, and start a new thread.

[NorthernPike]

Originally Posted by CaveDiver

They way I read it is: He took his watch to the AD for warranty because it was not keeping time. If it needs regulation or not, they still have to fix it under warranty and replace whatever parts required.

Exactly. I simply said my watch is not keeping good time. They took it from there, and thankfully did the right thing.

[NorthernPike]

Here's my experience:

http://www.rolexforums.com/showthrea...61#post1811161

[Captainz]

Originally Posted by STEELINOX

If I need ROLEX "specific service," then I go straight to GENEVA, not even RUSA !
Plus, GENEVA pricing was 1/3 less than RUSA...

Can u PM me with details...


THX

CZ

[Big Joe]

Just for clarification, I did take it to the AD and they forwarded it to Rolex for me. Since I bought it from them and the warranty book said to take it there, I did. The receipt indicates the work done was to regulate the movement, and a complete movement service.

I do not expect anything unreasonable from Rolex, or any one else. In the warranty book that came with the watch (and my Submariner as well) it indicates they remove the bracelet, clean and rebuff the bracelet to make it as close to new as possible, then service the case and movement with whatever work was needed. I had heard from others that this was what was done to their watch, and that was what the AD indicated would be done when the watch was purchased and when it was taken for service.

I received a call from the AD about ten days after it was delivered to them with a bid for service in the amount of $585.00. I reminded them it was still under warranty and they acknowledged it was. When I was called to pick it up (about five weeks later), I was very excited to see it again.

I am not so upset that it was not perfectly reconditioned. It would have been nice, and that was my expectation from the literature and explanation of the AD. I am upset that it was dirtier, and that it had new scratches that had not been there before it was delivered to them. That was not acceptable in my view and certainly is a large part of my frustration.

I will continue to see if it runs properly. I do not know which RSC di the work, though I will call the AD next week and ask where it was sent. I will then let the AD know that I am not very pleased with the way the watch came back. I will contact the RSC directly and see what they have to say about it.

My main concern is that it works properly. I keep it clean and do not let dirt build upon it. It does have some surface scratches on the bracelet as one would expect from wearing often. When I have more information I will be happy to report back.

[oneillba]

Thank goodness I have about 3 - 4 years to go before my next servicing, ouch!

[Big Joe]

I just got off the phone with a very nice young lady at the Rolex Service Center in New York. That was where my watch was serviced. According to her, my watch was not cleaned or buffed because "it was too new to do that". She did describe the service action that was taken. I then explained I was not so upset that it was not buffed and refurbished, but that it came back covered with a film and with extra scratches. I explained it was absolutely filthy. She said again that "it was too new to do any polishing to the case or bracelet". I guess it does not matter what it looks like, but they must have a chronological age for cleaning a watch when they finish the repair.

If I had paid $585.00 to have this work done I would be far more livid than I currently am. I understand things can get overlooked or not done, but I certainly don't understand why they don't provide the service they promise in the warranty book when you buy a 10K watch. I also don't understand what the age of the watch has to do with cleaning it when completing the repair. Even if they had not polished or buffed the watch they could have at least cleaned it.

Breitling sets another whole standard in customer care. When I bought my first Breitling I got a package in the mail about three weeks later. It was totally unexpected. It was a very nice ballcap with their logo on it. When I bought my second, I got a package about three weeks later again. This time it had a very nice Swiss Army knife with their logo on it. In addition, there was a very nice letter in each box thanking me for my purchase and welcoming me as a Breiling owner. The second even acknowledged I was already an owner. When I sent one of them back for a warranty service it was done very quickly (less than 3 weeks). They completely serviced the watch, and returned it in a very nice travel case and a very nice letter thanking me for the opportunity to serve me. It always made me feel very special to be an owner of my Breitling watches. They are incredible watches.

Still, my GMT Master II is my favorite watch. I cleaned it and myself. I can get my AD to polish and buff it for me. They always are willing to free of charge.

I have my Tag Huer in for repair at this time as well. It is supposed to be back sometime this week. I am anxious to see how they treat customers and the customers watch. So far my experience with Tag has been pretty good. I spent 30 years waiting to get my first Rolex. It is a two tone Sub with Blue dial. Yes, very cliche, but I love it. I got my wife her Date Just two tone as well. Then I got my GMT two tone. I do love my Rolex products, but do not have much of an opinion of the company itself at this time. For what one pays for the product, one should certainly expect a bit better customer service!

[mywifespissed]

Rolex is, in my opinion, gouging people with these prices. I repair watches for a living, have overhauled many Rolex watches of all types. They are practically the same as any other mechanical watch. The movement service should take about 1.5 to 2 hours for a proficient mechanic. The watch will probably need only gaskets, which are dirt cheap. I had a friend who was, about 10 years ago, a watchmaker for Rolex Beverly Hills, and he told me many of their assembly line workers (each portion of the service is handled by a specialist i.e. one guy takes it apart, another guy inspects the parts, another guy rebuilds it, another guy times it etc..) often had no formal training at a horology school. They were shown how to do their little job and that's it. Charming old-world craftsmanship, huh? To get these laughably high prices, they take advantage of the love, the often fanatical loyalty to the brand, many people have for their Rolex watch. They know how exacting and particular the average owner is, how worried about the condition of their cherished watch. They know many Rolex owners have more money than the average person. They know the average owner has no idea what's going on under the hood and how basically simple and straightforward the machine really is.

I think it's disgusting and people should find alternatives, like watchmakers who have official horology training from an accredited program, and who have years of experience. Watchmakers are a dying breed, and Rolex owners would be doing all watch collectors a big favor by taking their Rolex watches to them for some service like polishing, timing, preventive maintenance like basic overhauls where no parts are likely to be needed. There is no magical Rolex pixie dust that will fall out and be lost. I'm not trying to get any more work, so that is not a motive for this post. Don't ask me to look at your watch. I simply hate to see people get taken advantage of.

[Dr. Robert]

I believe in supporting your local watchmaker if you're lucky to have access to a good one!

[hhh007]

Originally Posted by mywifespissed

Rolex is, in my opinion, gouging people with these prices. I repair watches for a living, have overhauled many Rolex watches of all types. They are practically the same as any other mechanical watch. The movement service should take about 1.5 to 2 hours for a proficient mechanic. The watch will probably need only gaskets, which are dirt cheap. I had a friend who was, about 10 years ago, a watchmaker for Rolex Beverly Hills, and he told me many of their assembly line workers (each portion of the service is handled by a specialist i.e. one guy takes it apart, another guy inspects the parts, another guy rebuilds it, another guy times it etc..) often had no formal training at a horology school. They were shown how to do their little job and that's it. Charming old-world craftsmanship, huh? To get these laughably high prices, they take advantage of the love, the often fanatical loyalty to the brand, many people have for their Rolex watch. They know how exacting and particular the average owner is, how worried about the condition of their cherished watch. They know many Rolex owners have more money than the average person. They know the average owner has no idea what's going on under the hood and how basically simple and straightforward the machine really is.

I think it's disgusting and people should find alternatives, like watchmakers who have official horology training from an accredited program, and who have years of experience. Watchmakers are a dying breed, and Rolex owners would be doing all watch collectors a big favor by taking their Rolex watches to them for some service like polishing, timing, preventive maintenance like basic overhauls where no parts are likely to be needed. There is no magical Rolex pixie dust that will fall out and be lost. I'm not trying to get any more work, so that is not a motive for this post. Don't ask me to look at your watch. I simply hate to see people get taken advantage of.

I find this post full of random generalizations, incorrect assumptions, and material mis-statements of fact.

[mywifespissed]

Originally Posted by hhh007

I find this post full of random generalizations, incorrect assumptions, and material mis-statements of fact.

O.K. I'm just expressing my opinions and backing them up with some personal experience, and a few tidbits from a source I trust. If you or anyone here wants to keep going to the service center, more power to ya.

[walds11]

I had a bad experience with a local watchmaker recently. Got my money back and sent it to a highly qualified watchmaker that has a great track record and great feedback here on TRF. It's in good hands now and hope to have it back as early as next week. Do your homework, find a qualified watchmaker with a Rolex parts account and you'll save some $$$.

[NorthernPike]

Originally Posted by hhh007

I find this post full of random generalizations, incorrect assumptions, and material mis-statements of fact.

I thought the poster made a lot of sense, and I find no reason to disbelieve him. I have a local watchmaker who does a great job and who I'm glad to support. I like being able to peer over his shoulder as he examines my older watches and explains to me what he sees. A visit to him is always educational. I was wondering if there was anything special about my Sub's movement that he might not be familiar with, such as the microstella screws. I haven't yet asked him. Its only been serviced once, and since it was still under warranty I took it to RSC Canada. I am absolutely delighted with the result. Everything was first class, as should be expected, and the result is perfection. The watch came back looking like new and performs flawlessly. For the last 13 days deviation is Zero! It hasn't varied as much as one second. I imagine any good watchmaker could achieve this, but how many will take the time and care to regulate over a period of several days, and not be satisfied until the end result is nothing less than perfection?

[mlehman]

I guess I`m extremely lucky....I have a GREAT watchsmith and a RSC in my home town.

The guy I use in Lititz Pa is Bob Desrochers, I stop in every sat morn to talk to him and his guys. We have become very good friends.

He said the same thing about the lack of quality watchmakers, not enough around

[1000ftSub]

Originally Posted by kyle L

Just another reason to use independent watchmakers....

indeed

[gjz]

I too am one of the lucky ones to have a local watchmaker. its great cause not only does he do the service ( 350 for complete service on a 2004 datejust) but when i have stupid questions or wants something since he knows me now he knows what i want and how to answer. its nice the jewelery store is a patek breiting, pretty much every high end watch AD except rolex, i guess a couple years back there was an incident, but my watchmaker still loves them the best i thought it was funny the first time i went in there that he was wearing the only brand watch they did not sell a TT sub but this guys is a magician with watches. if anyone wants to save a lot of money hit me up and i will give you the link the the store. my parrents now mail me their breitlings to take to him rather than sending them all the way back to breitling because he takes about half the time and half the price and offers the same warranty. well and i figure if people trust him with 100,000 patek's i can trust him with my modest rolexes

[Puffy]

I was quoted £250 the other day for a service...

[2brothers]

These new RSC prices are atrocious.

If anything, this will boost the popularity of local watchmakers.

[walds11]

Amen to that. I sent my Sub down to Rikki. It's on it's way back. About two weeks door to door.

Originally Posted by 2brothers

These new RSC prices are atrocious.

If anything, this will boost the popularity of local watchmakers.

[ScoobyPower]

I called Bexley RSC, and St James' RSC yesterday, and they quoted just a 12-14 week wait for a service.

Regardless of cost, I think that is ridiculous, so I will be taking my watch to a local watchmaker who should be able to turn in around in a week at half the price.

[Tools]

I think that Rolex RSC prices are excessive... Just like they are for any Factory, whether it be auto Dealers, vacuum cleaners, or Rolls Royce Jet Engines...

But, one thing you do get at the RSC are new Rolex parts that they consider expendibles...such as Great Wheels, rotor axles, mainsprings, case tubes, pallets and balance wheels - and all parts are checked for Rolex original equipment tolerances.... When it comes back, it is as nearly as new as it can get without the entire watch being replaced as it can get..

When you use an independent, especially one who says that your 20 year old Rolex "didn't need any parts", is a watchmaker who took care, perhaps, but is only going to replace parts that are broken - but you still have those older worn "expendibles" inside - unless you pay extra for them. Also, many, many watchmakers do not completely disassemble a watch (it takes time) as it will be done with a Rolex Center or Rolex contracted watchmaker. The watch is broken down to major components and they are 'sonic cleaned', and it is reassembled..

If you have a trustworthy, Rolex trained or contracted watchmaker - who works to their standards, by all means, entrust your watch with them... You might even save some money. But, just because you get a cheap quote and somebody says "a Rolex is just like any other watch"; you are likely to get the latter...........

[pradeep]

Larry.. Agree with you 100%

There is some good information here.. I wasn't aware a service involved all that work, and honestly didn't think parts are changed unless they are broken. I am too familiar with watch makers saying that the parts don't need to changed just because they couldn't do the job on time or because they do not have easy access to the parts themselves. I guess you will rule out those issues with a RSC.

[AQUAMAN7565]

Originally Posted by STEELINOX

If I need ROLEX "specific service," then I go straight to GENEVA, not even RUSA !
Plus, GENEVA pricing was 1/3 less than RUSA...

Can you PM me the particulars about this? Thanx...

[Luv2watches]

For what its worth, the last time I sent sent a Rolex in for service (09), it was badly worn. What I got back was a watch that looked BRAND NEW. They turn around time was about thee weeks. I wouldnt have a problem paying $700 for that service if I had to.

[nyyankees]

Has a in house Rolex tech and an entire set-up enclosed in glass and all decked-out with Rolex signage and equiment. They qouted $600 plus parts for a basic service.