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Thread: RSC - not what it used to be

  1. #1
    Craftsman
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    RSC - not what it used to be

    Hi all, hope you are well.

    Now that life is somewhat normal again I’ve taken a few watches in to Rolex St James for servicing / warranty repair. In all cases things have not gone to plan.

    First, I took in my Oysterquartz for an overhaul earlier in the year. I did a post on that a while ago so won’t bore you again with the details. In summary Rolex replaced the date disc despite my being very specific around what should and should not be worked on when they gave me their detailed quotation.

    I then took in a friend’s ceramic Daytona for warranty repair. When I picked it up, one of the screw down pushers was jammed so I returned it within an hour. They apologised profusely and said they would sort it out. A week later I picked up again, only to find that the seconds hand was stopping at random points around the dial. It’s currently being sorted.

    Finally I had my 16570 serviced and redialled. I had to pay an extra premium for the original black dial to be returned to me (bonkers). Picked it up yesterday and they had forgotten to include my original dial. More apologies followed and they promised to post it by the end of the week.

    Has anyone else noticed a drop-off in their quality? They are lovely to deal with but their workmanship and customer service isn’t as good as it used to be. Fortunately I work nearby so the hassle has been mitigated.

    Cheers


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  2. #2
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    Not a RSC issue per se but when I returned my Tudor GMT to the AD that I bought it from (new) for the all too common date issue, I was informed that it was out of warranty by a month (it was 25 months since I’d bought it & several months since it has started playing up, but with Covid etc, I’d been unable to get to the AD to hand it in), I then had to explain that any Tudor bought between July 1st 2018 - Dec 31st 2019 have an 18 month warranty extension (effectively a 3.5 year warranty) - they didn't really give me the impression that they believed me but said ‘we will send it to Tudor for you and they may well look on your warranty claim favourably due to the recent pandemic’ etc.
    I wasn't overly impressed tbh - hoping to collect the watch this weekend so will see if they've fixed it...

  3. #3
    Grand Master Mr Curta's Avatar
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    Sounds like a real Comedy of Errors
    Inform - Educate - Entertain

  4. #4
    Grand Master JasonM's Avatar
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    Quote Originally Posted by Mr Curta View Post
    Sounds like a real Comedy of Errors
    Ha! Love it.😁
    Cheers..
    Jase

  5. #5
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    "We've just received back this Submariner LV that you serviced and to which you fitted a new bezel insert, but the new insert has a huge scratch across it."

    "You must have done that. There is no way it would have passed our QC like that."

    "Well, it did."

    "We don't accept that."

    "Would you like to see the CCTV of the parcel being opened?"

    "Oh. I'll speak with manager."

    [ After some debate, but then thinking we might be bluffing, one might imagine ] "Actually, yes, we'd like to see your CCTV footage."

    [ CCTV footage sent ].

    "Right, we've reviewed that footage. I'm pleased to say that if you return the watch we will replace the insert and [in excited tone as if it were some great benevolence] you won't have to pay for it."

    "So, what about your QC - how did this come to be released in this state? An apology perhaps? What about doubting our word and needing to see the actual CCTV footage before you believed us, even after our years of straight dealing with you? Our time editing and sending the relevant CCTV? How many other customers with service complaints, who didn't have CCTV footage, have you refused to believe because of mis-placed faith in your QC?"

    Answer came there none.

    Some outstanding people still at Rolex UK whose level of service is friendly and exemplary --- but things have changed since the gloriously civilised and friendly days of Mr. Hudson.

    This from the epitome of a Rolex fan-boy, too.
    Last edited by Haywood_Milton; 18th August 2021 at 17:39.

  6. #6
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    Quote Originally Posted by Haywood_Milton View Post
    "We've just received back this Submariner LV that you serviced and to which you fitted a new bezel insert, but the new insert has a huge scratch across it."

    "You must have done that. There is no way it would have passed our QC like that."

    "Well, it did."

    "We don't accept that."

    "Would you like to see the CCTV of the parcel being opened?"

    "Oh. I'll speak with manager." [ After some debate, but then thinking we might be bluffing ] "Actually, yes, we'd like to see it."

    [ CCTV footage sent ].

    "Right, we've reviewed that footage. I'm pleased to say that if you return the watch we will replace the insert and [in excited tone as if it were some great benevolence] you won't have to pay for it."

    "So, what about your QC - how did this come to be released in this state? An apology perhaps? What about doubting our word and needing to see the actual CCTV footage before you believed us, even after our years of straight dealing with you? How many other customers with service complaints, who didn't have CCTV footage, have you refused to believe because of mis-placed faith in your QC?"

    Answer came there none.
    Worrying times if these sorts of incidents become prevalent. :(

  7. #7
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    Sent my 17000 Oysterquartz via my local AD for battery replacement and reseal at RSC.

    To be fair, it came back nice and clean, and had not been scratched or otherwise misused.

    But . . . . a battery change took 64 days!

    Difficult to be other than very unimpressed.

    Luckily, I have other watches -- but some, non-collecting, owners might not.

  8. #8
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    *Sits here with a now-nervous 9 week wait to see if my instructions about servicing but not polishing my SeaDweller will be adhered to..."


  9. #9
    Grand Master Seamaster73's Avatar
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    My 16610 came back from its last service with scratched lugs suggestive of a very botched bracelet removal. At first I thought they must have sent me someone else’s watch by mistake, but no, it was mine alright.

    They sorted it out immediately, but with little in the way of apology and, as per AlexM above, wouldn’t be drawn when I expressed surprise and disappointment at the apparent drop off in standards.
    Last edited by Seamaster73; 18th August 2021 at 18:34.

  10. #10
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    Quote Originally Posted by Mr Curta View Post
    Sounds like a real Comedy of Errors
    Genius!


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  11. #11
    All the above stories are simply unacceptable from a brand like Rolex. What are they playing at? Too big for their boots comes to mind.


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  12. #12
    Master murkeywaters's Avatar
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    Whats the alternative?

    A good independent who cant get parts or a Rolex accredited independent like Watch Works near me, they would probably be my first port of call now..

  13. #13
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    Another to add to the list, my 16610 went back to RSC in mid June, under 2 year service warranty.

    Was sent with its service warranty card, came back 5 weeks later, exact same fault still present, service warranty card had been 'misplaced' at RSC.

    It went back to RSC almost two weeks ago with a 'red flag' (AD description) whatever one of those is. I have been told this week that is has an estimated completion date of end of August, so by the time I get it back in early September, around two and a half months will have passed. I hope this time it comes back with the fault fixed.

    I have been promised the service warranty card will be with the watch, having previously been told that the card had been posted back to the AD two weeks ago (it still hasn't arrived).

    Not a great experience.
    Last edited by andyd30; 18th August 2021 at 22:04.

  14. #14
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    Well my experience wasn't a good one either but it wasn't recent. I took my 116710 GMT master 2 for servicing in 2016, the issue was with setting the time and the hour hand was faulty and would not spin.

    Watch was also OOW so a chargeable repair was imminent. Was quoted at the time £430 for the movement and as per usual the watch would be polished up and restored new again.

    10 weeks later, collected the watch and upon inspection it did look great with it being cosmetically clean but I had spotted dust in the dial. Further more inspection by the front of house and a watch technician they took the watch back in to clean the dial with sincere apologies quoted me a week more as they would get on with it straight away.

    A week later I come to collect and find the dial clean only to see the clasp scratched up where the PCL is and it wasn't minor either. I then mention the scratches and the front of house and technician said that it was there already??

    I ask how can that be there when I never had the watch in my possession for 3 months? Long story short I got real angry and the manager had to deal with me personally, sat me aside and said we would polish it out and he would supervise the repair. I told him just make it happen and I'll be back within the hour.

    Came back and escorted into a private room where manager came in with my watch in a green pouch and a gift box containing a metal Rolex Pen.

    "Sincere apologies for the long winded experience, please accept this as a good will gesture"......I did and left..

    If its bad then, I can't wonder whats it like now

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  15. #15
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    Reads a bit like the Porsche Leeds thread in the G&D.

    Sadly I think in general standards are not what they were in many areas, cultural shift in work ethics and pride?

  16. #16
    Master
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    Another bug-bear is their refusal to issue a freshly dated service card even after they have to redo a job and return a watch a month later.

    If you didn’t finish the chuffing service properly until 15th April, why be bolshy and insist that the service card must remain dated 12th March - when your failure allowed you to return an unfit watch?

  17. #17
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    Quote Originally Posted by Haywood_Milton View Post
    Another bug-bear is their refusal to issue a freshly dated service card even after they have to redo a job and return a watch a month later.

    If you didn’t finish the chuffing service properly until 15th April, why be bolshy and insist that the service card must remain dated 12th March - when your failure allowed you to return an unfit watch?
    That’s quite frankly ridiculous. They are a complete law unto themselves. I suppose the way they look at it, their watches are selling like hot cakes so who cares if a few disgruntled but loyal fans are upset. It’s a real shame.


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  18. #18
    Quote Originally Posted by Mr Curta View Post
    Sounds like a real Comedy of Errors
    More like Much ado about Nothing


    …I’ll get my coat!

  19. #19
    Grand Master Mr Curta's Avatar
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    Quote Originally Posted by paw3001 View Post
    More like Much ado about Nothing
    As You Like It
    Inform - Educate - Entertain

  20. #20
    Master DMC102's Avatar
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    I took one of my Tudors in to St James's Square in early May for a service and refurb. I was quoted a turnaround time of three to four weeks - "probably closer to three than four", they said, as they'd only just reopened after easing of the covid restrictions and so weren't overloaded with work.

    After six weeks I emailed for an update and was told that they were awaiting delivery of a part from Geneva so that they could complete the job, which was expected within two weeks.

    Two months on, they still have my watch and are now awaiting a pair of endlinks from Geneva, after the final QC inspection revealed that they had damaged the original ones during the course of the work.

  21. #21
    Rolex really do sound like a joke at the moment. It’s makes me second think where I should send my Rolex off too when I need a service (I’d always thought I would send to RSC).

    I’m thinking a good independent would do a better job and take better care of the watch as they have a reputation to protect.


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  22. #22
    Grand Master magirus's Avatar
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    When my cherished Datejust that I bought in 1984 goes for some TLC it'll go nowhere near modern day Rolex or one of their ADs shopkeepers.

  23. #23
    Quote Originally Posted by magirus View Post
    When my cherished Datejust that I bought in 1984 goes for some TLC it'll go nowhere near modern day Rolex or one of their ADs shopkeepers.
    I don’t blame you. Anyone know any good independent Rolex guys who can service, repair and polish (polish properly) ?


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  24. #24
    Grand Master Wallasey Runner's Avatar
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    Quote Originally Posted by Stonewood View Post
    I don’t blame you. Anyone know any good independent Rolex guys who can service, repair and polish (polish properly) ?


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    I used these guys twice, fully accredited and use only Rolex parts. They also do SDs and others that independents won’t normally touch.

    https://www.prestigetimeservices.co.uk/

    Waited three months each time though.

  25. #25
    I have sent many watches to the RSC over the years (I am very much a Rolex fan) and never encountered any problems......until recently. My 6494 was sent for service via my local AD and returned with misaligned hands.....and I mean not just a slight misalignment but completely wrong!! I advised the AD via phone and they understandably thought I was just being a little OCD (I have form for this) but when they saw the watch they were lost for words. The RSC have taken the watch back and addressed the issue, but I was extremely surprised that this could happen. I hope that this is not indicative of a general decline in standards.

  26. #26
    Master murkeywaters's Avatar
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    Quote Originally Posted by Stonewood View Post
    I don’t blame you. Anyone know any good independent Rolex guys who can service, repair and polish (polish properly) ?
    With this thread now I'll be using Watch Works near me.

  27. #27
    Quote Originally Posted by murkeywaters View Post
    With this thread now I'll be using Watch Works near me.
    Thanks for the link. I may well give them a try


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  28. #28
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    Quote Originally Posted by Haywood_Milton View Post
    "We've just received back this Submariner LV that you serviced and to which you fitted a new bezel insert, but the new insert has a huge scratch across it."

    "You must have done that. There is no way it would have passed our QC like that."

    "Well, it did."

    "We don't accept that."

    "Would you like to see the CCTV of the parcel being opened?"

    "Oh. I'll speak with manager."

    [ After some debate, but then thinking we might be bluffing, one might imagine ] "Actually, yes, we'd like to see your CCTV footage."

    [ CCTV footage sent ].

    "Right, we've reviewed that footage. I'm pleased to say that if you return the watch we will replace the insert and [in excited tone as if it were some great benevolence] you won't have to pay for it."

    "So, what about your QC - how did this come to be released in this state? An apology perhaps? What about doubting our word and needing to see the actual CCTV footage before you believed us, even after our years of straight dealing with you? Our time editing and sending the relevant CCTV? How many other customers with service complaints, who didn't have CCTV footage, have you refused to believe because of mis-placed faith in your QC?"

    Answer came there none.

    Some outstanding people still at Rolex UK whose level of service is friendly and exemplary --- but things have changed since the gloriously civilised and friendly days of Mr. Hudson.

    This from the epitome of a Rolex fan-boy, too.
    This is disappointing to read... I have a 2010 unpolished 116520 that could really do with a service, it's very close to NOS, only a tiny nick on the bezel and tiny mark on the crystal and I'm worried if I send it to RSC they will ignore my requests to leave it unpolished and not replace the bezel or crystal

    I have taken my 16710 to St James a couple of times and didn't really have any issues, the first time was to get a Coke insert and the second time to get a Jubilee Bracelet and Pepsi insert, everything was done within an hour both times

  29. #29
    Would it be worth sending RSC a link to this post ? I wouldn't have thought this is the type of publicity Rolex would want especially when you have the likes of Haywood adding credibility to the service problems and service received.

  30. #30
    A few years ago I had a moan on this very forum, when Rolex at st James ‘serviced’ my 16610LV and returned it with a crown fitted so wonky it would barely turn. I watched the lady in a white lab coat wind the watch and set the time yet she somehow failed to notice the crown issue. I was treated like a leper by the fan boys for suggesting such a thing ever happened. And the LV cost me £2300 brand new………I think they need to buck their ideas up!


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  31. #31
    Grand Master number2's Avatar
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    Other brands are available.
    "Once is happenstance. Twice is coincidence. The third time it's enemy action."

  32. #32

    RSC

    My experiences have mostly been excellent over the years , but when I sent my cherished Radial Dial GMT years ago it came back with a mark on it around the crown area to which I was told “ must be the customer as it wouldn’t have made it past QC” (via the AD ) to which I replied how the hell can it be as I haven’t even worn it !

    The watch was sent back & sorted with the personal assurance the service manager would oversee it ( to which he did ) .

    Another time I took a 1665 Great White in that I owned and spoke with them about how disappointed I was that it had developed an issue after about 4 years after being serviced ( only worn maybe 6 times since the service ) , they looked at the watch and agreed with me as it just looked like it had come out that very day and took the watch away and fixed the issue and carried out a movement service .

    I agree with many though as it seems to be hit & miss at times and getting pricey nowadays for Vintage , but plenty of excellent WM out there if you only needed a movement service doing although RSC is the way to go with some pieces .

  33. #33
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    To balance this thread up has anyone had a positive experience with RSC ?


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  34. #34
    Master Neely8's Avatar
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    Quote Originally Posted by OHG1X View Post
    To balance this thread up has anyone had a positive experience with RSC ?


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    I took my 14060M into Prestons Leeds to send to RSC literally just before the first lockdown in early 2020. I wanted a full service, some parts replaced and it to be unpolished.
    I collected it 5 months later, and they’d done exactly what I’d requested. I got a full breakdown of the work carried out and it runs to within a second a day.

  35. #35
    Master
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    Quote Originally Posted by OHG1X View Post
    To balance this thread up has anyone had a positive experience with RSC ?


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    I have sent my 2004 Submariner 14060M for service three times now and have been very pleased with the results I received each time.

  36. #36
    Master
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    This type of thread (and not just on watch fora) tend to attract mainly the negative reactions as they are the people that have had negative experiences, whereas for the vast majority, it is a positive experience. That's my experience anyway!

  37. #37
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    So far they’ve always been great with me. They forgot to return the old bracelet with my sub earlier this year but they couldn’t have been more apologetic and couriered it the next day. Also, with my heart in my mouth I got them to service my 1016 and they did a great job. No polishing or dial/hand swaps and running bang on COSC…

  38. #38
    I took my 16710 to my local AD to be sent in for a service. A week later they called me to say that RSC wanted to swap the hands, this was "required" work, with the dial effectively an advisory. I declined and am waiting for the watch to come back. For the most part I'm happy with the communication. I wish they would just give the movement it's service and leave it at that, but I get that they must do what they feel they need to in order to offer a warranty. I'm not sure if it's even worth trying to keep a 16710 completely original but I'll take the watch back and consider my options for now.

  39. #39
    This isn’t a criticism aimed at Rolex - but why isn’t there an option to ask for work to be carried out, upon which you are eg advised that without changing the hands they can’t guarantee the watch. At this point you can either decide to go ahead regardless and waive the right to a guarantee or folllow their advice for the extra work and a guarantee? - seems pretty straightforward to me but I’m guessing there’s something I’m missing?


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  40. #40
    Grand Master Seamaster73's Avatar
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    Even in happier times the RSC has struggled with who actually owns the watch.

  41. #41
    Grand Master learningtofly's Avatar
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    Quote Originally Posted by paw3001 View Post
    More like Much ado about Nothing
    Quote Originally Posted by Mr Curta View Post
    As You Like It
    Well done, guys - All's Well That Ends Well!

  42. #42
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    Had to use RSC to fix a noise from my wife's DJ, no complaints at all from my side and it didn't take that long either. Just to add some good feedback for them

  43. #43
    Master
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    Quote Originally Posted by learningtofly View Post
    Well done, guys - All's Well That Ends Well!
    Not sure about that.😀

    There have been posts that look like a comedy of errors...

  44. #44
    Grand Master Mr Curta's Avatar
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    Quote Originally Posted by gbn13 View Post
    Not sure about that.

    There have been posts that look like a comedy of errors...
    #3
    Inform - Educate - Entertain

  45. #45
    Master Toshk's Avatar
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    Hmm my 10 months old Submariner has started losing time. About 6 seconds since last night reset.

    Should I wait until / if it gets worse or ask them to have a look at it?

    Cheers.

  46. #46
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    My SD43 starting losing about 10 mins/day after I got it. RSC put it right under warranty and it kept incredible time after that. I still moved it on about a year later as I worried it would just begin to slip again. Not wanting to be an gloom merchant, but it took the shine off it for me.

  47. #47
    Master Toshk's Avatar
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    Quote Originally Posted by JIG67 View Post
    My SD43 starting losing about 10 mins/day after I got it. RSC put it right under warranty and it kept incredible time after that. I still moved it on about a year later as I worried it would just begin to slip again. Not wanting to be an gloom merchant, but it took the shine off it for me.
    Mine was only a couple of seconds slow a week if that.

    Now -6 in 24hrs…

  48. #48
    Master
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    Quote Originally Posted by Toshk View Post
    Mine was only a couple of seconds slow a week if that.

    Now -6 in 24hrs…
    There's company @

    https://www.rolexforums.com/showthread.php?t=786299

    where quite a few report problems of this sort, i.e. sudden slow-running.

  49. #49
    Master Toshk's Avatar
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    Quote Originally Posted by Tom-P View Post
    There's company @

    https://www.rolexforums.com/showthread.php?t=786299

    where quite a few report problems of this sort, i.e. sudden slow-running.
    Cheers will read through.

    Been on my wrist almost 24/7 since late October 2020. All covered in scuffs and scratches, but don’t recall any “impacts”

    Wonder if most modern Rolex are actually being worn properly. Or kept as fanboy’s trophies…

  50. #50
    Master
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    Quote Originally Posted by Tom-P View Post
    There's company @

    https://www.rolexforums.com/showthread.php?t=786299

    where quite a few report problems of this sort, i.e. sudden slow-running.
    The 32 calibre has had major teething problems with lots of warranty repairs. We do 2 or 3 every week basically. Once fixed they usually run well but still has a long runway before proving itself like 3135 has.

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