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Old 8 February 2020, 12:27 PM   #1
SwissmadeTexan
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Rolex Service and what to do

Hey guys so my question is pretty simple. What is everyone’s opinion about getting a watch serviced. I had a pretty crappy experience with my local AD recently here in Houston.

I brought in my 2013 BLNR as it has been losing about 30sec every 3-4 days and it hasn’t ever been serviced. This local AD has service techs there that work on watches of course. So I asked them just to check it out and let me know what they want to do about the problem. They said it’s about 12 weeks right now for a full service and they said it would be better to send to RSC in Dallas. I said NO I absolutely do not want to send my watch out. I said I don’t care how long your backlog is. They said ok and said they’d call me after they put in on a winder for a few days. My wife dropped off her wedding ring to be rhodium plated at the same time since the white gold was changing colors.

Anyways fast forward a week and my wife picks up her rings and asked about my watch and they said it was sent out. I was absolutely pissed and called and demanded they get my watch back and that it was unacceptable they sent it out without my knowledge or consent. It’s finally received today and I didn’t even get an apology or anything from the sales people or manager. Place is disgraceful.

It’s upsetting because the place is so close but they’ve pretty much lost my business for good.

So what to do? Drive to another AD across town that I’ve never been to or send it directly to the New York Service Center which I hear is better than Dallas? Or use a local watch maker with 40 years and top notch reviews that is technically a non Rolex official but uses official Rolex parts etc. What do y’all think?

Also am I overreacting? Lol
Thanks guys.
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Old 8 February 2020, 06:14 PM   #2
Simon_jrees
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Sorry to hear you had a bad experience with your AD.

I wouldn't say you're over reacting, you must have a reason for not wanting it to be sent off but that's usually the case anyway for those of us that don't have an " in house" service centre localy. I'm not sure why they would say it HAD to be sent off becouse of their backlog, most RSC take up to 12 weeks regardless (that's the situation in the U.K right now anyway). They shouldn't have gone against what you said you didn't want to do though.... pretty bad and sounds like they're just dumping it on someone else.

I'd say it's up to you which option you take on getting it serviced from here but I would send it off to your local RSC personaly, unless you don't mind that long drive. Either way it has to be done right?

I've just sent my Daytona off for a service and I'm happier knowing it's gone to a RSC.
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Old 9 February 2020, 01:06 AM   #3
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I would have preferred sending it to an RSC instead of insisting that the local shop was going to perform a service.
Best place for a Rolex to get the spa treatment is in a RSC.

No need to be upset. Consider yourself lucky, you still have the chance to ship it to RSC Dallas
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Old 9 February 2020, 01:12 AM   #4
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I'm not sure why you're upset. Yes your AD should have told you they were sending out to RSC for service, but it seems now you're prepared to do the same ... unless I'm reading this wrong.

I haven't had my coffee yet
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Old 9 February 2020, 01:23 AM   #5
ThatExplorer
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Lmao dude send it to Dallas, I just sent mine out for a complete overhaul took exactly a month.

Simple.


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Old 9 February 2020, 02:04 AM   #6
SwissmadeTexan
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I’ve heard nothing but bad things about the Dallas RSC specifically...
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Old 9 February 2020, 04:16 AM   #7
ThatExplorer
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Quote:
Originally Posted by SwissmadeTexan View Post
I’ve heard nothing but bad things about the Dallas RSC specifically...


I’ve had two watches done by then both came back perfect and before they were due to return.


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Old 9 February 2020, 05:26 AM   #8
rokonman
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I have had service from Dallas and NY. I saw no difference other than the phone staff in Dallas seem extremely warm. Results of both services were excellent. Dallas is also I am told the US parts hub. I am open to any correction on the hub statement.
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Old 9 February 2020, 06:14 AM   #9
vette boy 52
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No problems with Dallas RSC. I've had several services done there with good results. In fact I currently have 2 in there for service.
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Old 9 February 2020, 06:19 AM   #10
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If you have a rare vintage Rolex reference, my advice is to stay away from
RSCs. They still do unauthorized alterations. Send it to The Ridleys or
to Rolliworks. Your choice.
A current non-vintage watch should go to a CW-21 like Rik Dietel in Seminole, FL. There ARE other independents. An RSC is for those years when just a few watchmakers saw your watch-and they took pride in their work. Montres Rolex is changing....But its your money and your watch. You may be fortunate with the Dallas RSC-but then.....
My one owner-1680 red Submariner is 50 yrs old and it has never seen the inside of an RSC.
No changed service dial-no polishing-and NO loss of vintage watch value.
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Old 9 February 2020, 06:38 AM   #11
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If you do a search of the forums, a lot of people bash the NYC RSC and will only send to Dallas. I Have used Dallas with no issues.

As far as them sending your watch out without advising you, it's not cool, but I wouldn't let it damage a relationship either. You would be surprised how often this happens. One of my local independents only has one watch maker. He was hurt in a crash. They had no choice but to send out the watches while he recovered.
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Old 11 February 2020, 02:07 AM   #12
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Hi Chris, I sent a PM but not sure if it went through. I was wondering if you wouldn't mind telling me (either here or PM) which AD in Houston caused your issue of being sent to RSC Dallas without your consent.

I want to get my Daytona tested for inaccuracy and would be livid if they send out without my authorization. I have worked with a nice dealer and saleswoman in Houston on purchasing in the past, but never for service or troubleshooting, and want to be sure before I hand over my timepiece. I messaged you via PM which dealer I have worked with. Thanks!
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Old 11 February 2020, 03:35 AM   #13
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Op. They should def let you know they are sending it out but that being said. , was def much prefer my watch go to rsc vs some in house watchmaker.
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Old 11 February 2020, 07:56 AM   #14
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Quote:
Originally Posted by SwissmadeTexan View Post
Hey guys so my question is pretty simple. What is everyone’s opinion about getting a watch serviced. I had a pretty crappy experience with my local AD recently here in Houston.

I brought in my 2013 BLNR as it has been losing about 30sec every 3-4 days and it hasn’t ever been serviced. This local AD has service techs there that work on watches of course. So I asked them just to check it out and let me know what they want to do about the problem. They said it’s about 12 weeks right now for a full service and they said it would be better to send to RSC in Dallas. I said NO I absolutely do not want to send my watch out. I said I don’t care how long your backlog is. They said ok and said they’d call me after they put in on a winder for a few days. My wife dropped off her wedding ring to be rhodium plated at the same time since the white gold was changing colors.

Anyways fast forward a week and my wife picks up her rings and asked about my watch and they said it was sent out. I was absolutely pissed and called and demanded they get my watch back and that it was unacceptable they sent it out without my knowledge or consent. It’s finally received today and I didn’t even get an apology or anything from the sales people or manager. Place is disgraceful.

It’s upsetting because the place is so close but they’ve pretty much lost my business for good.

So what to do? Drive to another AD across town that I’ve never been to or send it directly to the New York Service Center which I hear is better than Dallas? Or use a local watch maker with 40 years and top notch reviews that is technically a non Rolex official but uses official Rolex parts etc. What do y’all think?

Also am I overreacting? Lol
Thanks guys.
No you are not overreacting. They made an agreement on servicing the watch there but sent it to RSC without your consent with knowing that it was your concern. If a customer raises a concern like that. I personally would contact him and give him the options before doing anything. So they werent honest.

Your mistake was not to pay attention to the reasons why the AD suggested you to send the watch to Rsc in Dallas....Probably they dont have time, not confident with their quality of service for this kind of problem, not have enough spare parts and so on...

Actually if I were you I would never go to any service for 30 sec loss in 4 days which is 7 sec loss in a day. I wouldnt even worry about it. I would worry much much more about risking my watch to get a damage by shipping it. I would also worry about leaving my watch that long time. My sub is +2+3 sec a day in 2012 when new, and now after the overhaul it is still +2+3 sec a day. I have worn it very very rarely.


If you want the watch to be serviced no matter what, then driving to a RSC without negative reviews or taking it to an independent is also an option which will be quicker but you must know who you are dealing with.
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Old 18 February 2020, 12:21 PM   #15
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RSC, without a doubt.
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Old 20 February 2020, 04:06 AM   #16
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I too had a less then satisfactory experience with Rolex AD service.
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Old 20 February 2020, 04:32 AM   #17
fsprow
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If the watch is losing a fairly consistent amount of time each day it is likely that any good Rolex service person can adjust it. If the daily timekeeping is erratic from day to day, I imagine it needs a service. And being 7 years in use, a service would be reasonable anyway.

By the way, I’ve had excellent service at both the NYC and Dallas RSCs.
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Old 16 March 2020, 06:52 AM   #18
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I highly recommend RSC Dallas. They just did a full service on my P-serial 114270. They were a pleasure to interact with, honored my no-refinishing request - which they told me is now quite common - and did clean, professional work as far as I can tell. Watch now runs about +1.5 s/d with daily wear.
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Old 17 March 2020, 01:05 AM   #19
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Couldn't agree more. Sent both my wife's and mine (Datejusts) to Dallas a few years ago and hers had to go back 2 times and mine once. Horrible experience.

Since then, I recently dropped mine and it will no longer self wind. I wind it every day now as I'm reluctant to have it repaired.

Perhaps someone could recommend a good RSC.
Would you mind telling us why it was horrible? why did it have to go back?
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Old 17 March 2020, 02:20 AM   #20
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I’ve heard nothing but bad things about the Dallas RSC specifically...
Please elaborate where you heard these bad thing about Dallas RSC.
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Old 17 March 2020, 03:02 AM   #21
jud149
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Would you mind telling us why it was horrible? why did it have to go back?
With mine, the stem wouldn't spring out to clear the threads when making adjustments. I actually spoke to the watchmaker that did the work and he said that would fix itself in time. (yeah, right). I finally sent the watch back and while that problem was fixed, the stem was not and still isn't flush against the side of the watch.
Re my wife's, there were several problems, one also being the stem not springing out. The other problems were the watch lost time, several minutes per day, actually 45 minutes one day, and the other was a date change problem. Hers went back twice meaning they worked on it 3 times. To this day it doesn't keep proper time.

It's amazing to me that a RSC can't do a proper cleaning. Both watches were about 30 years old, never opened, and ran fine when they first were sent in.

Anyway, as mentioned, I dropped mine a year or so ago and the self-winding no longer works. Other than having to wind it daily, it works fine. I'm just hesitant to send it in to any RSC because of the Dallas facility.
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Old 25 March 2020, 09:00 AM   #22
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I have a somewhat related questions so I wanted to post here before starting a new thread. I picked up a 2nd hand Project X Designs Submariner so it's been customized, DLC coated, and obviously can't go back to Rolex. I took it for service last July with a local watchmaker who is well respected and said he uses all genuine parts. I just got a timegrapher and it was losing time randomly based on position (0s/d to -11s/d), the amplitude was average around 230 and beat error around 7.0ms. I took it in and he adjusted it to be maybe closer in keeping time but the beat error and amplitude are still way off from what I would expect. Service was $500 last July with no charge to readjust. Am I being too picky because I have more data now, should I write it off as a lesson learned not to go to him and expect to pay more elsewhere, or should I go farther and ask for money back since he doesn't seemed to have achieved the results that a full service should have? All thoughts are appreciated. I'm US based if that makes a difference.
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Old 26 March 2020, 04:46 AM   #23
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I just got my Hulk back from the AD who just performed a major overhaul. I am based in Raleigh NC and they have an in-house Rolex certified watch specialist. It took 3 weeks and the price was reasonable. I had the watch service and they changed a piece with the crown as I was having winding issues, the total was $832 including tax. Not cheap but owning a piece like this I new upfront I was not surprised.
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Old 4 April 2020, 04:30 PM   #24
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I would have preferred sending it to an RSC instead of insisting that the local shop was going to perform a service.
Best place for a Rolex to get the spa treatment is in a RSC.

No need to be upset. Consider yourself lucky, you still have the chance to ship it to RSC Dallas
This
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Old 6 April 2020, 01:19 AM   #25
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I found out many years ago about a common scam (which may be common knowledge on this Forum) from one of the largest ADs in the country. I was doing some work for them and spent a lot of time talking to their watch manager.

Scenario 1:

A customer walks in with a Rolex and either asks for a service, or has a problem and is told their watch needs a service. The AD quotes a price several hundred dollars above what Rolex charges for a standard service. They then ship the watch to an RSC, do nothing more than mail the watch back and forth (which the customer also pays for) and they pocket the difference.

Scenario 2:

Same as number 1, except they send the watch to a local watch guy for a service, never telling the customer that Rolex did not service their watch. They usually spin some nonsense such as "Rolex's warranty is with us, so bring it back here".

I'm sure there are some honorable ADs out there but I would NEVER bring my Rolex to any AD. If you call Rolex in NYC, or Dallas they will give you very precise instructions on how to send your watch, and you deal directly with them. I have done this twice (NYC RSC) and have been very satisfied both times.

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Old 16 April 2020, 12:46 PM   #26
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send it in directly to rolex
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Old 18 April 2020, 11:24 AM   #27
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I have taken mine into the RSC Dallas its a few hours away from my house and my watches always look great but they charge for it. For just a general service I have had great work performed by chamosa watch repair in Dallas.
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Old 5 May 2020, 09:38 PM   #28
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Based on comments I read on TRF, I chose to send my 34-yr old GMT to the Dallas RSC vs New York for its first-ever service. Dallas returned my watch in 5 weeks and it looked and ran perfectly, and they also called me a couple of times to propose recommendations. Would do it again without hesitation.
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