Rolex service.

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Eleven

Original Poster:

26,271 posts

221 months

Saturday 31st May 2014
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I bought a Rolex GMT 2 from a well-known London-based watch dealer a few weeks ago, which was away at Rolex for a service when I agreed the deal. The dealer told me it would be as new when I got it.

When I received the watch it was okay. I was a little disappointed with the finish, it wasn't as good as new, but not too bad. However, from day one it was losing up to 13 seconds a day and was extremely erratic. It was way outside the correct tolerances.

I returned the watch to Rolex under warranty and it was away for about three weeks; it came back today. As the local AD carefully and ceremoniously handed me the watch wearing white Rolex branded gloves the first thing I saw was that the case back now has a number of noticeable scratches on it which it didn't have when it went away. They don't appear to have been caused by the bracelet because the scratches run at 90 degrees to it and are quite long.

It remains to be seen whether Rolex has corrected the timekeeping (though as I type it is running very fast). However it is obvious that they didn't test the watch properly when it was serviced, if they had it would not have been sent out the way it was. It is also clear that they don't treat customers' watches with sufficient care, if they did my watch would not have been returned scratched.

I have to say that this experience has really annoyed me. On Monday I am going to try to get hold of the top bod at Rolex UK to see if he/she can rectify the situation without inconveniencing me further.

Edited to remove dealer's name. However if the watch has to go back again I will give him the opportunity to also lean on Rolex because he retailed the watch and he is being let down by Rolex as much as me.


Edited by Eleven on Sunday 1st June 07:39

ecain63

10,588 posts

174 months

Sunday 1st June 2014
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You could have not used dealers name in this thread. Is it his fault or Rolex? Im assuming Rolex are to blame for your issue so it might be seen ad kind of you to edit the post.

Edited by ecain63 on Sunday 1st June 09:24

Eleven

Original Poster:

26,271 posts

221 months

Sunday 1st June 2014
quotequote all
ecain63 said:
You could have not used **dealer's name** name in this thread. Is it his fault or Rolex? Im assuming Rolex are to blame for your issue so it might be seen ad kind of you to edit the post.
Agreed. Whilst I have sensed a bit of over-reliance upon Rolex to sort out what is essentially his problem I need not have mentioned names and have therefore edited my post. Perhaps you should now modify yours!

ExplorerII

279 posts

133 months

Sunday 1st June 2014
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So, the GMT returns from a sevice from the RSC and is running way outside COSC specs? That is incredible for starters. BUT, even worse, is that it is returned to the RSC only for it to come back scratched, and still running fast? Whoever you purchased this watch from you need to return it and get a refund. It is not your problem to return it to the RSC. Please take my advice and do so. There are thousands of others out there that you can purchase.

ecain63

10,588 posts

174 months

Sunday 1st June 2014
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Eleven said:
ecain63 said:
You could have not used **dealer's name** name in this thread. Is it his fault or Rolex? Im assuming Rolex are to blame for your issue so it might be seen ad kind of you to edit the post.
Agreed. Whilst I have sensed a bit of over-reliance upon Rolex to sort out what is essentially his problem I need not have mentioned names and have therefore edited my post. Perhaps you should now modify yours!
Done.

yeti

10,523 posts

274 months

Sunday 1st June 2014
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ExplorerII said:
So, the GMT returns from a sevice from the RSC and is running way outside COSC specs? That is incredible for starters. BUT, even worse, is that it is returned to the RSC only for it to come back scratched, and still running fast?
None of this makes sense TBH. They service tens of thousands of watches per year with no complaints and a are lauded far and wide for their customer service and quality of their work, and they one they mess up happens to be this guy's? Twice?

Hmm. I'm going into town to see this 'well known London dealer' next week, I'll have a chat.

geezerbutler

523 posts

141 months

Sunday 1st June 2014
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yeti said:
None of this makes sense TBH. They service tens of thousands of watches per year with no complaints and a are lauded far and wide for their customer service and quality of their work, and they one they mess up happens to be this guy's? Twice?

Hmm. I'm going into town to see this 'well known London dealer' next week, I'll have a chat.
Agree with yeti here - sounds a bit off. Are you sure it's actually been to Rolex or just to their own watchmaker?

Either way, I'd agree with ExplorerII above - refund and shop elsewhere. There's no shortage of these watches out there.

Eleven

Original Poster:

26,271 posts

221 months

Sunday 1st June 2014
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yeti said:
ExplorerII said:
So, the GMT returns from a sevice from the RSC and is running way outside COSC specs? That is incredible for starters. BUT, even worse, is that it is returned to the RSC only for it to come back scratched, and still running fast?
None of this makes sense TBH. They service tens of thousands of watches per year with no complaints and a are lauded far and wide for their customer service and quality of their work, and they one they mess up happens to be this guy's? Twice?

Hmm. I'm going into town to see this 'well known London dealer' next week, I'll have a chat.
You seem to doubt what I am saying. So have a chat by all means, I am sure you'll be able to verify the situation to your satisfaction. The dealer has been kept informed as to what has been going on and will be filled in tomorrow with the latest development.

Because I accept that he is not directly responsible for the problems I am having I have tried as far as possible to deal with things myself. Not that I am under any obligation to do that obviously.

And yes, Rolex has messed up twice. Badly. Rolex has a reputation as being a quality brand but the experience on this occasion has been far, far less than quality and has undermined somewhat my opinion of them to be honest.

Even down to small details like the watch arrived back set up incorrectly. I received it less than 24 hours after it left Rolex, it was still running and the minutes / seconds were about right but GMT was set up incorrectly and the time was 12 hours adrift relative to the date. Whilst in many circumstances a watch will need to be reset by the time that it is reunited with it's owner you'd think they'd bother to send it out set up correctly.

Here's a copy of my receipt from yesterday.


and here's a picture of the case back.



Now I accept of course that eventually my watch will end up looking like that. However I've only owned it a few weeks and during much of that time I kept the plastics on it. The remainder of the time it was looked after properly. When it went back to Rolex for the second time it certainly wasn't like that, as can be verified by the AD who always inspects closely and photographs watches before they go off. I certainly don't expect to receive it back like that!

As I type the watch is 5 seconds fast after 20.5 hours so it may just scrape into COSC tolerances, it may not, but it cannot be said that it is stunningly accurate right now even if it does.





Eleven

Original Poster:

26,271 posts

221 months

Sunday 1st June 2014
quotequote all
geezerbutler said:
yeti said:
None of this makes sense TBH. They service tens of thousands of watches per year with no complaints and a are lauded far and wide for their customer service and quality of their work, and they one they mess up happens to be this guy's? Twice?

Hmm. I'm going into town to see this 'well known London dealer' next week, I'll have a chat.
Agree with yeti here - sounds a bit off. Are you sure it's actually been to Rolex or just to their own watchmaker?

Either way, I'd agree with ExplorerII above - refund and shop elsewhere. There's no shortage of these watches out there.
Nope, definitely Rolex. I have spoken to the customer services people at King's Hill about the watch and they have kept me posted as regards progress, which is why I have it back so soon after it left Rolex - I knew when they posted it off.

I would have to say though that whilst the Rolex customer service chaps are extremely courteous and charming they seem to be largely unable to dictate how a watch is treated whilst at the RSC.

Perhaps surprisingly I don't want a refund right now. However, I also don't really want to go to the immense hassle of sending it back to Rolex for it to chug through their system again. Which is why I plan to get hold of, if I can, the senior bod at RSC West Malling to see if I can encourage him to do the right thing and get this situation resolved super fast.


omegac

358 posts

218 months

Sunday 1st June 2014
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This thread was a bit of an eye opener, where the OP posts that just about anyone could be working on the watch along the way, no one technician is responsible for the service:

http://www.rolexforums.com/showthread.php?t=70528&...

ExplorerII

279 posts

133 months

Sunday 1st June 2014
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"You're welcome, I do have to point out that the service at a RSC works a little different since they have a different person performing every step of the way, while I do it all myself. The watch at a RSC doesn't see a watchmaker until the timing process."

Exactly the reason I use Genesis.

bristolbaron

4,756 posts

211 months

Sunday 1st June 2014
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Wow.. so 100% done at Rolex? That's unacceptable of their standards.
Rocco at Watchworks is the answer! His case finishing is perfect! -

http://www.watchworks.co.uk/renovation.html

PJ S

10,842 posts

226 months

Sunday 1st June 2014
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Eleven – wouldn't bother with trying to get hold of someone who'll generally not want to be got hold of, if you know what I mean.
Your contract begins and ends with the AD – personally I'd strongly urge you to ask for a replacement, under the Sale of Goods Act.

Presumably you paid with your credit card, which if the case, and the AD giving you any hassle over exchanging it after quoting SOGA to them, then you are within your rights to invoke Section 75 of the Consumer Credit Act, which means your card provider is jointly liable.
You can be sure they will issue a refund so you're not out of pocket.

Goldsmiths is probably THE biggest Rolex account, so I suspect they'll not raise a fuss over you wanting shot of this one, and will take up that with Rolex, after replacing it with a new one.

Eleven

Original Poster:

26,271 posts

221 months

Monday 2nd June 2014
quotequote all
PJ S said:
Eleven – wouldn't bother with trying to get hold of someone who'll generally not want to be got hold of, if you know what I mean.
Your contract begins and ends with the AD – personally I'd strongly urge you to ask for a replacement, under the Sale of Goods Act.

Presumably you paid with your credit card, which if the case, and the AD giving you any hassle over exchanging it after quoting SOGA to them, then you are within your rights to invoke Section 75 of the Consumer Credit Act, which means your card provider is jointly liable.
You can be sure they will issue a refund so you're not out of pocket.

Goldsmiths is probably THE biggest Rolex account, so I suspect they'll not raise a fuss over you wanting shot of this one, and will take up that with Rolex, after replacing it with a new one.
The problem being I didn't buy it from Goldsmiths, they are merely the conduit for returning the watch to Rolex. I couldn't insure the watch to return it directly, I looked at sending it back to the supplying dealer but he couldn't insure incoming items.

Also, these watches are not available new anymore so it's not straightforward getting hold of another.




Riff Raff

5,086 posts

194 months

Monday 2nd June 2014
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Eleven said:
PJ S said:
Eleven – wouldn't bother with trying to get hold of someone who'll generally not want to be got hold of, if you know what I mean.
Your contract begins and ends with the AD – personally I'd strongly urge you to ask for a replacement, under the Sale of Goods Act.

Presumably you paid with your credit card, which if the case, and the AD giving you any hassle over exchanging it after quoting SOGA to them, then you are within your rights to invoke Section 75 of the Consumer Credit Act, which means your card provider is jointly liable.
You can be sure they will issue a refund so you're not out of pocket.

Goldsmiths is probably THE biggest Rolex account, so I suspect they'll not raise a fuss over you wanting shot of this one, and will take up that with Rolex, after replacing it with a new one.
The problem being I didn't buy it from Goldsmiths, they are merely the conduit for returning the watch to Rolex. I couldn't insure the watch to return it directly, I looked at sending it back to the supplying dealer but he couldn't insure incoming items.

Also, these watches are not available new anymore so it's not straightforward getting hold of another.
If the issue is just the caseback, then have a look at Bristolbaron's post above. Anyone who is competent in re-finishing cases will be able to sort that damage out without the repair being noticeable. The Rolex SC are competent at re-finishing cases.

To go back to Bristolbaron's post, I've just had a watch back from Rocco at Watchworks - he laser filled a ding on the edge of the case and re-profiled the edges afterwards. You can't see where the mark was. He serviced the movement too - a 69 vintage Omega calibre 565. It's running at about 0 seconds a day on the wrist, although it's a bit inconsistent across all the timing positions, as you'd expect from a 45 year old movement with lots of original bits still in it. Top bloke.

PJ S

10,842 posts

226 months

Monday 2nd June 2014
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Eleven said:
The problem being I didn't buy it from Goldsmiths, they are merely the conduit for returning the watch to Rolex. I couldn't insure the watch to return it directly, I looked at sending it back to the supplying dealer but he couldn't insure incoming items.

Also, these watches are not available new anymore so it's not straightforward getting hold of another.
Ah, I see.
Since when is the GMT Master II not available new any more?
Still showing on the Rolex website, and I've not read any mention of having been phased out or ceased production – since that'd leave them without a GMT to offer.

Riff Raff

5,086 posts

194 months

Monday 2nd June 2014
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PJ S said:
Ah, I see.
Since when is the GMT Master II not available new any more?
Still showing on the Rolex website, and I've not read any mention of having been phased out or ceased production – since that'd leave them without a GMT to offer.
I'm pretty sure the watch in question is a 16710. Doesn't look (or wear) anything like the 116710 GMT IIC.

Lost soul

8,712 posts

181 months

Monday 2nd June 2014
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Eleven said:
However, from day one it was losing up to 13 seconds a day and was extremely erratic.
[/footnote]
That's pretty good for a Rolex hehe

Eleven

Original Poster:

26,271 posts

221 months

Monday 2nd June 2014
quotequote all
PJ S said:
Eleven said:
The problem being I didn't buy it from Goldsmiths, they are merely the conduit for returning the watch to Rolex. I couldn't insure the watch to return it directly, I looked at sending it back to the supplying dealer but he couldn't insure incoming items.

Also, these watches are not available new anymore so it's not straightforward getting hold of another.
Ah, I see.
Since when is the GMT Master II not available new any more?
Still showing on the Rolex website, and I've not read any mention of having been phased out or ceased production – since that'd leave them without a GMT to offer.
It's the 16710; not been available new since about 2007. I bought this one because it was (at least in theory) as close an approximation as I could find to a new one - a little used one that had just received a Rolex service.


Eleven

Original Poster:

26,271 posts

221 months

Friday 4th July 2014
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A bit of an update on this.

The watch came back last week, Rolex had repaired the damage done last time it was sent to them and said it was now running within COSC at +2 per day.

It was sent back running (I picked it up the day after they sent it) but with the wrong time on it again, so I reset it. The first day it kept spot on time, no gain at all. Since then it has consistently lost time, up to 8 seconds per day.

I contacted Rolex again and they asked me to run it for a couple of weeks to let it bed in. No problem. However, yesterday I decided to reset the watch because it was nearing 40 seconds slow. Since then it has gained time! Not hugely, but now it's a second fast.

When all is said and done if the watch is within COSC I'm happy, though I would prefer it gains time. But what intrigues me is why stopping the watch and restarting it has made it go from a loss to a gain. Anyone technical care to venture an answer?