The saga of a watch service. The Case of the Missing RSC!

[Jamie]

Are you sitting comfortably?

Ok ok, so I went and picked up my watch with much fanfare and glee. Many of you have no doubt noticed I have not replied to your kind comments (or posted any pics, aquajoe). Here is why:

I got home and examined the paperwork and warranty card. Funny thing. ALL the documentation came from my AD, not Rolex. WTF I say??? So I calm down, think it over and called the AD. I explained that I took the watch to them, specifically, so they could send it off to Rolex. Here we went, in a running battle of phone calls, all the while they continuously point out their service center is staffed with Rolex trained technicians using the same equipment so the service is the same, etc... But, they agreed to look into it. Next day I am told it went to their service center, and they don't understand what I'm on about because it is the same service with the same two year warranty. They said they always offer their service center as a time and shipping saving option, but they never told ME that, of course.

I explained to them that I paid for a Rolex warranty and not theirs, so if for instance I was abroad and had an issue I could go to an RSC, and not transport a malfunctioning watch home and then to them for repairs. I told them that if this were offered to me as an option (again- it was not), I would have selected Rolex anyway. It was the warranty I was after, and that It was this warranty I paid them for, but did not receive. The running phone tag match continued with added information that one of their managing directors telling the sales person that Rolex would, of course, honor their guarantee.

I suppose they thought I was too dumb to call up RSC Dallas and try to confirm their preposterous claim (as if they would not check to see if I had a valid warranty in the event of a problem). You all know exactly what RSC Dallas said: nope. RSC Dallas then kindly asked who it was that was making this sort of claim, and I replied honestly. With the store address...

THAT was IT! Enough was then enough! DEFCON-1!!!!

 I went and did a nice, big CrossFit WOD to calm myself down, got cleaned up and went in personally, asking for the manager immediately. I then related the whole ridiculous story (she was familiar with some of it but not all), and informed her (NICELY, no place here for jerks) that I paid for this watch to be sent to Rolex, why I did so, and I did not get what I paid for. I explained that I had no problem with paying for additional costs or the aforementioned shipping, but I needed it to go to Rolex, period. I also pointed out that Rolex stated they were not going to honor the AD's warranty. I told them that I was very sorry that they went to the time and expense of servicing the watch, but added they never were supposed to have done, and it simply was not my concern.

So, the manager, with none of the resistance of the sales associate, agreed at once that the watch should have went to an RSC instead of their service center, and agreed to send it to Rolex, and even threw in the shipping in at no cost!!! I immediately accepted, telling them I have no problem with costs that rise above what I have already paid, but was told no, it won't be a problem. YAY!!! Now THAT was better!!!

Only problem is, my watch is gone once more, with no ETA. Swell. 6 weeks all over? Who knows, Rolex runs on Rolex time. Here I go again... But at least I didn't have to go to the Magistrate Court Clerk to file suit LOL. Could've been worse. What says the forum to this mess? I mean, am I wrong? Note that I am stopping just short of accusing them of deceptive business practices...

[rw16610]

Jamie, I'm so sorry you had to go through that frustrating situation. We pay a premium to own and service these watches therefore it is NOT unreasonable to be super picky. They were misleading you (and likely many others) with false information. Although those AD in-house technicians are Rolex trained, not all are clearly affiliated with Rolex USA, Rolex Canada Limited and so on. What's the point in saving $100 - $200 USD on a service if it doesn't come with the same international warranty? It's unlikely for anything to happen after BUT it's obviously possible, hints why virtually everyone offers a guarantee on the work they do.

If more people spoke up and didn't let these companies mislead and take advantage of them, these types of things would be far less common for any industry. You've made things better for anyone after you who takes their prized possession in for the service. Thank goodness this is only required every few years... At least you have another one to enjoy until that fantastic Submariner makes it's way back to you, with the proper warranty and accessories. The funny thing is, this is as simple as the fact you wanted it. Everyone's out to make a quick buck and some places clearly desperate enough to lie. The bottom line is though it's getting corrected currently.

[Robb]

I would be extremely pissed. It's not right for them to assume that their service is on the same level as RSC and make a decision to service your watch when you clearly thought that it was being sent to RSC.

I'm assuming Rolex will not handle this well at all. Rolex is a very powerful company. According to a local AD here, Rolex basically tells them what they want and when they want it and you as a dealer better jump to it if you want to continue to sell their product

[rw16610]

That's true, Robb. And I bet you've read a lot of the same stories on TRF where Rolex USA shut down various authorized dealers for breaching the contract and doing things against their brand policy. Cases like this makes me happy to see them keeping tight controls over these places.

[Baco Noir]

They probably don't get many clients in that even know the difference and like sheep, pay without asking any additional questions and go along their merry way.

IIRC, you mentioned in the post about a lug being over polished - did that get discussed with the AD?

And no, I think you were right. It sounds like they didn't inform you that they planned to do it in house and you are right, if they have options - they should discuss them with the customer and let them know what the differences are.

[Jamie]

Thanks, guys! What was supposed to have happened was the sales staff point out that their normal policy is to explain to the customer that they have their own service center and that they can and will send a watch to Rolex if the client so desires. Something normally done with a vintage piece (or and educated customer, I will bet ha).. There was never any mention of this to me whatsoever, so there was a critical communications gap to blame. It was the additional time without the watch and the flimsy excuses that torqued me off. But here is the kicker: the fee for both service centers is exactly the same, unless additional work is required.

My guess is that it costs them less to service a watch so charging the same price brings a higher profit margin. I can't fathom any other reason. Whatever. And I agree that many customers, if not the vast majority, do not know the difference. IMHO Roger is absolutely correct. I won't disparage their service center because I did not evaluate their results (except for the lug). Yet still there is room for doubting the unknown as most folks do.

Yes, I did point out the polishing error on the lug, and that I could fix it myself, but since the watch is really going in to an RSC this time... I was promised paperwork documenting what Rolex will do, as per normal. But I have far greater confidence in work done by Rolex themselves. I was told Rolex will most likely deliver their customary evaluation of what does and does not need to be done in a week or so. It's being shipped overnight so I think this is possible.

Much happier now, but still not all the way there. Grrrrrrrrr

[Jamie]

Oh yeah. After I dropped my watch off today Rolex Dallas called back. That said if something happened and I presented all the documentation on the work performed (I do not have that, just a warranty card), they might consider assisting me, but we're likely not to act. And I don't blame them one bit for not wanting to be in a position to clean up someone else's mess. When I replied that my watch was being sent in, the nice lady I spoke with seemed relieved and told me I sounded far happier this time round. Lol.

I wonder if the AD got a call from Rolex? Wouldn't surprise me if their rep heard about it at a minimum.

[aquajoe]

Man, I'm sorry to hear this. I would have been as mad as you, maybe more. I don't know that I would have trusted them a second time to send it in to RSC. I may have gotten Rolex to handle them on their own and send the watch directly to RSC myself.

I feel for you

[Jamie]

Oh, rest assured I was mad all right. Still am,I should be wearing my Sub right now, long as I get it with the proper guarantee documents I will be ok I guess.

[Baco Noir]

charlie3755 I see your point, but realize he didn't select a Rolex trained watchmaker to send it to for service. The car analogy here is taking your car to the dealer and asking for service and them subbing to work out to someone else.

[aerome]

Glad it all worked out except for the time away. You've given all of us a good education to CONFIRM any time a third party is used. I utilize the services of a Rolex Trained Watchmaker, one that sat in the Dallas location for 13 years. His prices aren't even half of RSC but his services aren't exactly what you get when you send to RSC.

[Jamie]

Well it was quite an education for me too LOL. Now I just want to be wearing my Sub...

[rw16610]

The time will pass before you know it, Jamie!

[Jamie]

Thanks Rommel, I really appreciate it!

[muckymark]

I noticed my boss did not have his sub on today. When I asked where it was he told me he was sending it in for service as it would not run after winding or shaking. After some discussion in which I mentioned this thread he is now more knowledgeable and knows what questions to ask. His sub is 10 years old has has not been serviced. I hope it works out for the best but I think he may have a large bill coming his way. I sure wish Carl or Ian were still about. They would know the best place in Vancouver.