Email chain from RSC Kent....LOL

[Yellowduck1]

I put a previous post on here as RSC wanted £2400 to service a 1990 date just, probably worth about £1500, but has sentimental value. When I queried the number of parts they agreed to do it without a new case back and dial, which brought it down to £900.00 which included a new catch, bezel, glass, and part strap. However, they would not guarantee it being waterproof...but they would be prepared to let me keep the dial that it was made with

This is an email exchange with the RSC.... (Rolex responses are in red - I have removed the name of the guy I have been dealing with as he has been quite helpful, but I think his hands are tied by Rolex)...start at the bottom of the post!

Dear Mr

Given the watch has no guarantees for waterproofing we would not suggest allowing any water to come in contact with the watch.

In practice you may find that a splash of rain has no effect on the watch but should the moisture enter the movement we would be unable to cover any damage caused under the guarantee.

Yours sincerely

ROLEX UK - 1 Jubilee Way, Kings Hill
From:
Sent: 22 February 2017 14:58
To:


One final question. In light of the possible water ingress, could you let me know if the watch will be safe to wear when it is raining, as there is always the possibility it may get wet.

Regards



Dear Mr

Thank you for your email.

We regret to advise that we will be unable to carry out a pressure proof / waterproof test on the watch upon completion.

Should we carry out either test and the watch fail it will necessitate a further chargeable intervention to return the watch in working order.

In the worst scenario, should the watch fail the waterproof test, the movement will suffer moisture ingress and could need to be replaced.

We kindly confirm that your watch will be returned with a full 2 year guarantee excluding any damage caused by moisture ingress and accidental damage.

Assuring you of our best intentions.

Yours sincerely


ROLEX UK - 1 Jubilee Way, Kings HillFrom:
Sent: 21 February 2017 16:10
To:
Subject: RE: Rolex

I would rather the watch IS pressure tested so I know for definite if there is an issue with the case, otherwise I am none the wiser. Whether it passes or does not pass the pressure test, I accept you will not guarantee it as

waterproof.

If not I will have the additional expense of getting an independent watch specialist to pressure test it for an additional cost. Either way it will not affect the fact you are not guaranteeing the watch.

Just to confirm, the watch will be fully guaranteed against all other failure for 2 years after the service?

Regards


Dear

Thank you for your email.

We kindly advise that, as we are unable to offer a guarantee for waterproofing, we will not carry out a pressure test on your watch.

We further advise that we would not suggest that the watch is worn whilst swimming as the watch may leak where the case flange is damaged.

Assuring you of our best intentions.

Yours sincerely


ROLEX UK - 1 Jubilee Way, Kings Hill

From:
Sent: 20 February 2017 16:44
To:
Subject:

Hi

Further to our conversation regarding the fact you could not guarantee the watch would not mist, although you felt it unlikely.

I did not ask at the time, but I assume you will pressure test the watch on completion of the refurb, and let me know if it 'passes or fails'. I would like to know whether it will be safe to wear in a swimming pool whilst on holiday later this year.

Thank you




Dear

Further to our recent telephone conversation I am pleased to confirm revised costings as below.

Full Service £337.50 exc VAT

Bracelet Section £210.81 exc VAT

Clasp £102.70 exc VAT

Bezel £ 85.14 exc VAT

Total £736.15 exc VAT

VAT £147.23

Total inc VAT £883.38

To confirm the details of our discussion, the dial, whilst now incorrect for the model, would have been acceptable at the time the watch was produced and we are therefore happy to allow it to remain on the watch.

We further advise that, whilst the Case flange is damaged, we will allow the original case to remain on the watch but will be unable to accept any responsibility for the waterproof qualities of the watch hereafter.


Assuring you of our best intentions, please do not hesitate to contact us should you require any further assistance.

Yours sincerely

[Guitarfan]

I don't see the issue - clearly their pressure test involves water which they would normally do with an empty case during servicing. As yours is damaged they know it will fail so they're not bothering to test it. That makes perfect sense to me.

In your situation, I would take the completed watch when you have it back to somewhere that can perform a 'dry' pressure test to satisfy your own curiosity.

[Abdullah71601]

What color watch umbrella will you buy to protect this beauty from a stray raindrop?

[brandrea]

You received a thoughtful and correct response IMO.
So are you moving ahead with the service?

[Yellowduck1]

On the basis it really needs a new catch (which they wont fit without half new strap), and a new glass, I do not really have any other option.

It was more that I found the response regarding being possibly hit by a rain drop amusing.

I am not sure I would ever have another Rolex, as MY perception of the Company is that they do not value their 'day to day' customers, and are more interested in giving watches to celebrities and tennis players.....

[Friedl41]

I would wear it and just don't get it wet ... as it is never going to be a daily beater I would. It worry too, much. Considering there are a lot of parts to be replaced, the price does seem to be ok. Sure 900 for a 1500 GBP watch is steep, but your decision. I would do it.


Sent from my iPhone using Tapatalk

[Craigdwh]

Good god what part of that explanation did not make sense to you that you felt the need to post it publicly?

[77T]

Yes, your saga continues...but I find it is now pedantic. The RSC will not be drawn into pressure testing the damaged watch case. My suggestion won't be welcome but you asked...
If you had authorized the original quote you posted over a month ago then they would have been glad to test the watch with a new case. But, I wouldn't pay those prices either - so we agree on that point. Your choice is to move forward and then have it pressure tested later for the horrendous cost of an additional £10 or risk a raindrop
I'm surprised that you're amused.
And one Watch purchased plus one service done in 27 years wouldn't fit any definition of a " day to day" customer.

[The GMT Master]

I've always found the RSC at King's Hill to be very reasonable, and their number one goal is to get the watch back into a fully working and guaranteed state. A quote like you have received is unusual, and usually suggests the watch is in a pretty bad state. Yes, it's probably more than the market value of the watch, but it's certainly a lot cheaper than buying a new one (which would be their argument). I'd wager that a significant part of the price was the bracelet, which is always possible to decline with the proviso that they won't guarantee it or refinish it.

By the looks of things, they've been more than amenable to you, but I would question the wisdom of taking a watch which will have minimal resistance to water. If the case gets flooded and the movement is written off, you'll be kicking yourself

Chris

[sco]

I'd appreciate their responses more than anything. Seems as though you do not want to spend the money on a new case, therefore they are stuck with providing the best service they can.

[albmich]

Agree with the posts above. What was your intention in posting this?

[JnmEaton]

it seems that all vintage watches will reach this point sometime in it's life. I have a vintage that is not "guaranteed" waterproof. Rolex wanted to replace the 14kt case w/ 18kt at a cost of $8000....... I just don't wear it to bathe, swim or anything else involving water.

[swils8610]

They are telling you it's going to leak.


Sent from my iPhone using Tapatalk Pro

[sleddog]

Seem as though there is no pleasing you.
From your first thread on this, till now, you seem to still not get the understanding of what is, and what will not be, the state of your watch moving forward with the servicing options.

Simply put, either spend the money for the new case (I wouldn't bother either), or accept the fact that your watch has a damaged case (after many years of use), and may not pass a pressure test. Those are your options!
You don't have to get the watch wet right....and that is where Rolex is making it clear that if a failure does occur due to water, it is not their liability as you refused the cost of a case replacement.

Something tells me, after this continual denial of Rolex trying to accommodate you, would be akin to you having a run flat tire that managed to get you 100km further than the specs state after running over a bunch of tacks, but you still feel the need to be unhappy with the manufacturer as you expect a new tire due to the fact it was punctured in the first place..

OP, you are now making yourself look silly in all this.

[breitlings]

They told you it wouldn't be water proof. I don't understand your asking about it being water proof.

[Dirty Tool]

Was it necessary to ask him 3 times about the watch being waterproof/pressure tested when he stated in his 1st email it would not be waterproof?

[hoppes-no9]

What is the purpose of this post?

How many times does RSC have to say that it's not waterproof?

I would expect nothing more or less from them and appreciate their straightforwardness.

Confused what the point of this is....

[zjd168]

If the OP was trying to prove ROLEX doesn't care its "day-to-day" customers, this post just showed the opposite. The responses from RSC were clear, polite and professional.

BTW, asking similar question many times normally won't change the answer. That is not bad customer service.

[MVP]

I want my 5 minutes back. I can't even believe the RSC remained so patient with you.

Can you clarify the "LOL" in your title? It was very misleading.... LOL

[Maxy]

Originally Posted by Yellowduck1

I am not sure I would ever have another Rolex, as MY perception of the Company is that they do not value their 'day to day' customers, and are more interested in giving watches to celebrities and tennis players.....

You are most welcome to not buy another Rolex.. if you basing this on the email response.. then nothing else to add - God help you!!

[Maxy]

Originally Posted by MVP

I want my 5 minutes back. I can't even believe the RSC remained so patient with you.

Can you clarify the "LOL" in your title? It was very misleading.... LOL

+ 1

My first instinct was this gotta be a newbie or troll and then saw the post count.. it shows joined last month. That says it all!

[breitlings]

Would love to know what the OP does for a living.

[The Libertine]

Originally Posted by Yellowduck1

I am not sure I would ever have another Rolex, as MY perception of the Company is that they do not value their 'day to day' customers, and are more interested in giving watches to celebrities and tennis players.....

I think you were an antagonist in the exchange.

Good luck with your next watch.

[MVP]

Originally Posted by breitlings

Would love to know what the OP does for a living.

Maybe he is a poker player since he likes to talk in circles

[Loevhagen]

I read the red text as OK, but the black as provocative (if it rains, etc).

[hoppes-no9]

Customer: Dear Honda, if I drain all the engine oil from my Civic and don't replace it, will I hurt my engine?

Honda: Yes. Don't do that.

Customer: OK, but what if the oil that used to be in it was really good stuff? Won't it still protect the engine after I drain it?

Honda: No. Don't do that.

Customer: Humph. Well, can you at least run the drained engine for me and let me know if it does, in fact, hurt anything?

Honda. No. We won't do that.

Customer: OK, I see where you're going with this. So what you're saying is, that it'd be OK to just use it for short trips around town?

Honda: No. Don't do that.



Customer, on TRF: I'M NEVER BUYING ANOTHER HONDA. HORRIBLE CUSTOMER SERVICE.

[Jhowton23]

reading this at work was more boring than actually working....

[-Ally-]

Ask for a nice Rolex umbrella perhaps.

[rootbeer7]

Originally Posted by sleddog

Seem as though there is no pleasing you.
From your first thread on this, till now, you seem to still not get the understanding of what is, and what will not be, the state of your watch moving forward with the servicing options.

Simply put, either spend the money for the new case (I wouldn't bother either), or accept the fact that your watch has a damaged case (after many years of use), and may not pass a pressure test. Those are your options!
You don't have to get the watch wet right....and that is where Rolex is making it clear that if a failure does occur due to water, it is not their liability as you refused the cost of a case replacement.

Something tells me, after this continual denial of Rolex trying to accommodate you, would be akin to you having a run flat tire that managed to get you 100km further than the specs state after running over a bunch of tacks, but you still feel the need to be unhappy with the manufacturer as you expect a new tire due to the fact it was punctured in the first place..

OP, you are now making yourself look silly in all this.

This

[904VT]

Originally Posted by Yellowduck1

On the basis it really needs a new catch (which they wont fit without half new strap), and a new glass, I do not really have any other option.

It was more that I found the response regarding being possibly hit by a rain drop amusing.

I am not sure I would ever have another Rolex, as MY perception of the Company is that they do not value their 'day to day' customers, and are more interested in giving watches to celebrities and tennis players.....

Ok so then what's the point of your post? You either have them replace to meet waterproofing standards or you keep it as is and don't let it come in contact with moisture (yes you better believe that includes steam too). Regardless I see nothing about this sceanario that says Rolex doesn't cater to their day to day clients. If you expect them to perform a test that may cause damage that they will then in turn be responsible for, you are just being completely unreasonable.