Rolex Factory Service Experience (not great)

[jumpmaster 175]

I have inherited my fathers 4 digit (1680) Submariner Date. I have loved this watch since he got it (I was 9 years old). He took great care of it and I know he had it serviced at some point, just didn't know when.

The watch is running great, but my intent is to pass this watch to my son when I'm gone so I want to make sure it is regularly serviced.

The dial has a very faint circle where the hour hand had touched it at some point, so I was nervous that Rolex would replace the dial and keep it. For me
(if this is true) this is completely unacceptable.

So I called Rolex Service Center in TX and asked the customer service rep what was Rolex's policy on returning used parts. The gentleman told me that they have no problem returning replaced parts, but I wouldn't get a break on the price of the new dial. I have no problem with this and he sent me the mail-in form.

I called back 2 days later (and spoke to a different person) with the serial number and I wanted to see when it was serviced last. I explained the situation (death in the family etc) but the person would not tell me any details, she would not even tell me the year it was serviced, only that it had been serviced at some point and it "needed" service. I was slightly upset about this, I have the serial number and I just wanted the year of service not any personal information (even though it was my father).
I then asked her what was the policy on returning parts and she said a "evaluator" would have to take a look at it and MAYBE the dial could come back, and if I refused to have the dial changed, they would send the watch back to me untouched, because all the watches have to be to Rolex Standard when they leave the factory.
I then called back a day later (acting as my father) and they told me it had last been serviced in 2007.

Sooo...long story even longer, I took it to a local watch repair shop that has been in business in the area for 30 years and got a full service. The jeweler told me he could source a brand new (year specific) dial but it would run about $3K.
He said the watch was in beautiful condition and recommended keeping the
original dial in place (the circle caused by the rubbing is very faint.)

I understand that Rolex doesn't want all kinds of old parts out there, but if I bought the watch, everything in it is mine and If I want to old dial, they should send it back.

Meh...that's why a local guy got my money vs Rolex

[0nly5iv3Digits]

Yep, that watchmaker has given you sound advice. I don't like the "Rolex" way of doing things.

Keep it as is and enjoy it

[7enderbender]

I think the simple answer is: new(ish) watches and to some degree “neo vintage” are fine to have serviced by Rolex directly. Even then you want to be very specific as to what you’ll tolerate to have done or swapped. You will not get old parts back.
For vintage do not let them touch those watches. Find a specialist who is trustworthy and knows what they’re doing and will respect your agreement with them.

Rolex does a horrific job at honoring their own legacy - starting from not providing records (like Omega does) to not having a designated vintage department. They are in the new watch selling business. And even there they don’t seem to care much about their own legacy, with most models now being more miss than hit.

[Patekfinder]

For future service, there are two places who specialize in servicing vintage:

Rolliworks
LA Watch Works

They’re the only two places I would trust with an heirloom


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[joli160]

You did the right thing. Rolex cannot be trusted with client requests

[Henrimontgomery]

I have a 30Y/O watch that has been serviced by Rolex Geneva. I told them NO SWAPPING ANY PART, NO POLISHING, NO INTERVENTION BEFORE FULL DISCLOSURE.

They did follow all my instructions luckily, but all it takes is a overzealous employee and you're in for a lot of headaches.

My advice is to go to RSC if possible, and I would even say that Geneva is perhaps the best one. You can walk in the HQ and directly speak with an horloger.

[travisb]

It is unfortunate.
I recently took my father's 50+ year old DJ that he received as a wedding gift from his wife to my AD for service and a new bracelet.
We requested to have the original bracelet returned to him for sentimental reasons but they declined. The watch was serviced and returned with the new bracelet and Rolex kept the original.

[77T]

For vintage watch service (like any 4 digit reference would be today) if you want to keep the original parts that are replaced, then an independent watchmaker is your best bet.

When we get emotional about an heirloom (as I have once or twice myself) I try to channel what the family member's choice would have been if they were alive today.

Would Dad have replaced the dial?
Would Mom have replaced the bracelet?
Would Uncle Joe have replaced the crystal?
Would Aunt Sally have replaced the mainspring but demanded the old one back?


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[omar-rye]

Can we see pics please?

[2loaded]

Originally Posted by omar-rye

Can we see pics please?

Yes yes

[winst]

Originally Posted by travisb

It is unfortunate.
I recently took my father's 50+ year old DJ that he received as a wedding gift from his wife to my AD for service and a new bracelet.
We requested to have the original bracelet returned to him for sentimental reasons but they declined. The watch was serviced and returned with the new bracelet and Rolex kept the original.

That’s crazy - if you’d have taken the watch in with no bracelet and said you wanted it serviced but the bracelet had been lost, they would have done so but only if you bought a new bracelet so you would have still had the old bracelet back at home.

[HHIslander]

Originally Posted by Patekfinder

For future service, there are two places who specialize in servicing vintage:

Rolliworks
LA Watch Works

They’re the only two places I would trust with an heirloom

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Never send vintage to RSC. This should be just as standard of a rule as “buy the seller”. So many horror stories over the years.

[mini sub]

By the sixth word we all knew what was coming, sorry. It's like taking your 40yr old SL to a Mercedes main agent for a service.

[jumpmaster 175]

Just returned..replaced main spring, all gaskets, and cleaning.
Running +/- 3 sec

[jumpmaster 175]

Here are the two subs together

[csaltphoto]

That is a beautiful 1680!

[RolexDave68]

Congrats, looks like a fantastic 1680 to enjoy then gift to your son. Cheers to enjoying this journey

[0nly5iv3Digits]

Originally Posted by jumpmaster 175

Here are the two subs together

More like great great grandfather

Stunning, mate!

[DLRIDES]

Originally Posted by Patekfinder

For future service, there are two places who specialize in servicing vintage:

Rolliworks
LA Watch Works

They’re the only two places I would trust with an heirloom

/\ This /\

Unless a Rolex is under warranty, I would NEVER send one to an RSC !

[fliegenwulf]

RSC has their way of doing things.

Dallas RSC stopped the access to walk-in customers this month. Oh well... glad there are other options.

[Rolex1982]

Originally Posted by jumpmaster 175

Here are the two subs together

Wow really nice pair!!

[Bill2e]

Originally Posted by travisb

It is unfortunate.
I recently took my father's 50+ year old DJ that he received as a wedding gift from his wife to my AD for service and a new bracelet.
We requested to have the original bracelet returned to him for sentimental reasons but they declined. The watch was serviced and returned with the new bracelet and Rolex kept the original.

That is BS, you obviously paid for the new one and the old one is your property.

[majidessa]

Not defending Rolex, but it is a big comoany - Conglomerate, and your Rolex 1680 is a very old reference, most likely it was produced prior to 1974, so asking for service history is no easy task.
Also for such a comoany that produces more than 1 million watch a year, having a specific service requirements is no easy task to fullfill, they usually apply a standard service procedure for 99% of the watches, since it's cheaper and easier to ensure quality control. If they start accepting special instructions during service, serivce costs would mostly probably more than double and many would complain.

[jumpmaster 175]

Originally Posted by majidessa

Not defending Rolex, but it is a big comoany - Conglomerate, and your Rolex 1680 is a very old reference, most likely it was produced prior to 1974, so asking for service history is no easy task.
Also for such a comoany that produces more than 1 million watch a year, having a specific service requirements is no easy task to fullfill, they usually apply a standard service procedure for 99% of the watches, since it's cheaper and easier to ensure quality control. If they start accepting special instructions during service, serivce costs would mostly probably more than double and many would complain.

They told me in under a minute with the serial number when it had been serviced (2007)

I gave no special instructions...just send the old parts (that I paid for) back

BTW I sent my father's 1969 Omega back for servicing and Omega (without me asking) sent back EVERY replaced part.

I do understand if you have a list of special requests of how that would become unmanageable, but sending back parts (if you want them) should be no big deal...

[majidessa]

Originally Posted by jumpmaster 175

They told me in under a minute with the serial number when it had been serviced (2007)

I gave no special instructions...just send the old parts (that I paid for) back

BTW I sent my father's 1969 Omega back for servicing and Omega (without me asking) sent back EVERY replaced part.

I do understand if you have a list of special requests of how that would become unmanageable, but sending back parts (if you want them) should be no big deal...

It seems I missed that info; however, I should have made it clear that services done prior to the wide use of computers might be difficult to track.

In respect of sending parts, Rolex used to send back orginal parts but they stopped this practice in order to minimize counterfeit and to have more control over the whole process. Moreover, many watchmakers used to have access to genunie Rolex parts but both Rolex (and Omega) have made it very difficult and kept the access limited to the very few.

Rolex is the market leader, and unfortunately, they might do things that we might not fully like or agree with but it is what it is.

I also forget to mention that you have 2 great classic pieces that are timeless especially the 1680 that will only get better in the days & years to come