RSC NYC - 20 mins visit and saw 3 ppl complain

[iamjakekim]

Oh boy.... I called RSC Dallas and they are soooooo much better and detailed in explaining what needs to be done. Yes they confirmed they can replace a pearl only without having to perform a full service or bezel insert replacement.

They even said it might be covered under warranty (I doubt it but you never know).

Will keep you all posted.

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[Let's_Do_It_Again?]

Duly noted

Living in the NYC area I would had gone to this RSC but after reading the experiences here I'll need to stay away, far far away!!

[Spence4]

Send it to Geneva. They do great work here.

[iamjakekim]

Originally Posted by Spence4

Send it to Geneva. They do great work here.

Lol

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[toxicavenger]

Crazy to have to decided which version of a RSC to choose.

[116710er]

Originally Posted by toxicavenger

Crazy to have to decided which version of a RSC to choose.

Right?!

Again, I don't know why RSC in NY doesn't get "reorganized"...

[Mystro]

I have been extatic with Rikki’s service. He is the only one that touches any of my watches.

http://www.timecareinc.com

[nikesupremedunk]

I’ve went to RSC NY to purchase a extra jubilee link and haven’t had a issue (thankfully). It did take a really long time though (>1 hour) so I wasn’t too happy with that. I’ve been reading more and more horror stories about them so if I ever have to send in my watch it’s going to Dallas, and I live in NYC.

[Tzachi]

used both. though had no personal issued with RSC NY, I hear many diss appointment stories.
Had great service at RSC-D as well, and always got the impression of a better place.

its "public wisdom". and one doesn't have to experience by himself a bad place. I'll personally use the RSC-D when needed.

[3581512]

why can't RSC NY get their act together?

[subtona]

Originally Posted by 116710er

Right?!

Again, I don't know why RSC in NY doesn't get "reorganized"...

Agree, when a problem like this exists, it comes from the management and leadership priorities.

There should be a house cleaning at RSCNY, there is a bad element there that does not value customer satisfaction as a priority.

I strongly believe it is a particular senior serviceperson but in the end it is managements fault for not resolving it.

They have repeatedly been just awful... of course I would send them a detailed email if they provided such a courtesy of contact but it seems this is not appealing to them as it would be documentation of their bad attitude towards the customer as well as a history of the repeat service needed to fix a single issue.

In a word, Disappointing.

[jvacc]

is there not a standard that Rolex makes RSC adhere to? if RSC NYC is as bad as this thread describes - surely action needs to be taken to address the issues (or close down the store).

examples like this can be the beginning of the end for luxury brands - Rolex have to keep standards high or the brand will lose its appeal.

[toxicavenger]

Originally Posted by jvacc

is there not a standard that Rolex makes RSC adhere to? if RSC NYC is as bad as this thread describes - surely action needs to be taken to address the issues (or close down the store).

examples like this can be the beginning of the end for luxury brands - Rolex have to keep standards high or the brand will lose its appeal.

What is crazy if you have a parts account you have a standard Rolex wants you to adhere tool. But their own RSC do not seem to have one.

[Drives550]

Don't suppose it's necessary to throw more fuel on the fire, but I was not happy with my experience. RSCNYC hanged the battery on my Oysterquartz for free. Went well. Until a week or so later when water crept into the watch. Took it back and they looked and said whoever put the caseback on last didn't properly align it. That person was them I said.

They apologized, kept the watch to dry out, said it looked fine. I bought the watch with an unknown service history so decided to have it serviced since it was there, all things considered. Emailed a few times in setting up the service as I had concerns about maintaining the case edges. Their response was that some metal will be lost, no promises as to the edges. I asked for some specific details. No response for about 36 hours. Then I called them and said never mind, I don't like how this is going, I don't want it serviced. They said I could pick it up. Go to pick it up and it wasn't there, having been sent out to Long Island where the actual service center is. I politely exclaimed, WTF? I specifically asked if it would be there and was told yes. They apologized and overnighted it to my house and that was my last experience.

YMMV, but I just didn't feel like any body actually gave a damn about a thing that was precious to me and I was willing to pay whatever to have it tended correctly. I think the service continues to suffer because the checklist they bide by gets completed every time, they just don't have a checklist for "was the customer happy". I never even got a "how was your service" follow up communication (which it seems like I get from everybody and everything these days).

[Melanotaenia]

I had no problems when I went there about a year ago with my 116610LV, have they really gotten that bad? My EXPII from the early 1990's just showed up with a foggy crystal (never serviced at RSC NYC) so I need to get it looked at but am now afraid to take it there after reading this thread.

[T01]

Dallas or bust..

[jlovda]

Being from the Midwest, I read this and think it's just "a New York state of mind."

[214270Explorer]

Make a phone call to Dallas (and get a TECHNICIAN on the phone if you are able) and ask if THEY can replace just the pearl.

Dallas does good work, at least on the one watch they did for me, which came back flawless and running +1.5 sec/day.

[Frakis]

Originally Posted by ras47

When I was ready to have my BLRO 16710 serviced I looked at both the NYC (close to me in NJ) RSC and the Dallas RSC. Because of all the horror stories about NYC I chose to send my Rolex to Dallas. Very happy I did!

I also serviced my 16710 BLRO at Dallas RSC, and was very pleased. Approximately 6 weeks from the day I shipped it out to the day I received it back. In the future, I will be sending to Dallas RSC.

[StrokerAce]

Dallas details:

Rolex Dallas

Rolex Building
2651 North Harwood
Dallas
Texas
United States
75201

Tel: +1 214 871 0500

[sgfortino]

I just had my Cellini Moonphase in to RSCNY as one of the pins that the clasp clicks into malfunctioned. The watch is 5 months old. First they denied the warranty claim saying I did it, then begrudgingly agreed to do the work as long as someone at the Rolex boutique could then show me how to properly use the watch. Then, when I got the watch back, there was a scuff on the side of the case that I 100% know wasn’t there before it was sent it. The only option at that point is to have it polished, which I don’t want to do. So I’m left to choose between having a scuff on the watch or a polish because of RSCNY. I chose to not have it polished but am not happy about it. RSCNY sucks...couple friends had similar experiences too.


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[powerfunk]

Originally Posted by jvacc

if RSC NYC is as bad as this thread describes

Well, YMMV. I've sent them at least a half dozen watches, always serviced fantastically, polished carefully, or not polished if I said not to. I won't downplay anyone's horror stories; clearly they've made mistakes but personally I won't hesitate to continue using RSC NY.

People have 0 hesitation bashing an RSC publicly but wouldn't do the same thing for an independent watchmaker who needed a few tries to get things right. Thus I feel like the "go independent" route appears better than it is based on forum threads

[hitman23]

I think everyone makes mistakes. How they handle it is more indicative of their customer service.

[Fort Rolex]

Got my 16700 serviced at NYC honestly can’t conplaim. Runs great and no cosmetic nuisances (smudges/dust)

Cartier NYC a whole other story which ended up with me requesting and receiving a new Drive de Cartier

Feel like it’s all luck of the draw

[wardman]

I thought they shipped most to Lititz, PA from both locations. no??

[Bigblu10]

Originally Posted by wardman

I thought they shipped most to Lititz, PA from both locations. no??

Pa. is where the overflow work gets sent apparently.

[myporsche]

Originally Posted by sgfortino

I just had my Cellini Moonphase in to RSCNY as one of the pins that the clasp clicks into malfunctioned. The watch is 5 months old. First they denied the warranty claim saying I did it, then begrudgingly agreed to do the work as long as someone at the Rolex boutique could then show me how to properly use the watch. Then, when I got the watch back, there was a scuff on the side of the case that I 100% know wasn’t there before it was sent it. The only option at that point is to have it polished, which I don’t want to do. So I’m left to choose between having a scuff on the watch or a polish because of RSCNY. I chose to not have it polished but am not happy about it. RSCNY sucks...couple friends had similar experiences too.


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Terrible service, hard to imagine it would be user error, sorry to hear.

[Mabcpa]

I was there recently just to get a new YM sized. I thought this would be simple enough. Not only did it take 5 attempts, but when they adjusted the pins in the clasp (micro adjustment feature?) I was then unable to use the clasp adjuster. I was shocked. Really for this price?