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Dulcijlb · 4 February 2007, 11:58 PM

I have an Explorer II which is 7 years old. Time was within 5 seconds per week - no problems - but I thought it was time to have it serviced. I sent it to Dallas. What a mistake!

When it was returned, it kept good time for a few days, then rapidly sped up to 30+ sec a day. I sent it back. It returned with the same problem. I sent it back again. Now not only is the problem the same - but is runs down now and stops within the week (even if I sleep with it on). It is back to Dallas again now - for the 4th time.

In the meantime, I am wearning my Submariner which stays wound and stays within 2 sec per week - perfect!

Obviously it is not being tested as claimed as this problem would be apparant after 2-3 days. They are simply adjusting the rate and sending it back. I have spoken to a service manager repeatedly with no success. My watch was fine until I sent it to them for a cleaning!

How do I contact the U.S. Service Manager? I would like to make arrangements to have it sent back to the factory where it will be tested and serviced as it is supposed to be.

In the future I will simply hold my Rolexes until something happens that forces a service call. For me, routine service (for $500+) has been a problem-creating disaster. It is sad that our service centers (at least Dallas) are of such poor quality.

montecristo · 5 February 2007, 12:16 AM

Did you try calling and asking to speak to someone higher up on the food chain?

A. Jacobs · 5 February 2007, 12:23 AM

Why don't you just send it to New York?

montecristo · 5 February 2007, 12:26 AM

Quote:

Originally Posted by A. Jacobs

Why don't you just send it to New York?

I am in NYC and I don't want to deal with NY RSC myself.
I thought Dallas are supposed to be nice.

A. Jacobs · 5 February 2007, 12:28 AM

Quote:

Originally Posted by montecristo

I am in NYC and I don't want to deal with NY RSC myself.
I thought Dallas are supposed to be nice.

What are your complaints about New York?

And if NY and Dallas are prone to complaints, then is Beverly Hills any good?

padi56 · 5 February 2007, 12:43 AM

Seems very strange that watch was working well for a few days.Then suddenly started to speed up wonder if its been over oiled.Bit of oil on hairspring,or something like that.But like you say things like that should have been sorted before sending back to customer.And they should check timekeeping for a few days before returning.Send it back again with clear instructions in writing,and verbally tell the service centre you are not happy. And you want it rectified,sooner than later,be firm but keep polite.

Dulcijlb · 5 February 2007, 02:11 AM

No - but I will.

Thanks.

mikey · 5 February 2007, 02:18 AM

Every Rolex I ever had was either fast or slow never accurate. Currently, my black DJ runs 5 mins slow. I simply set it 5 mins fast. The gold one is being overhauled as we speak because the movement was water damaged and seized up. I had contemplated other options movement wise. I am going on 4 weeks now being serviced. I am glad you shared your experience.

mrbieler · 5 February 2007, 02:29 AM

That is frustrating and I hope it gets sorted out.

I'd heard good things about Beverly Hills and Dallas in the past.

I think Padi's advice is good. Spell out the issues, that you're not satisfied, and spell out what you consider acceptable results. Firm, clear, and polite.

It sucks when you get to be the statistical "bad experience".

GOod luck.

JJ Irani · 5 February 2007, 04:35 AM

Welcome to TRF, Jim.

Sorry to hear about your woes with your Rolex. Looks like the guys have given you good advice already.

Good luck with the watch and the final outcome. Do keep us updated.

Cheers - JJ

nko51 · 6 February 2007, 03:09 AM

I would send it to the New York service center. Attach a letter describing what your original reason was for sending it in, and the consequences after you got it back, that it has been sent back couple more times, and still came back with the same problem. Be polite to the new group receiving it in New York, and they will work it out for you.

henry2703 · 6 February 2007, 11:43 AM

Quote:

Originally Posted by nko51

I would send it to the New York service center. Attach a letter describing what your original reason was for sending it in, and the consequences after you got it back, that it has been sent back couple more times, and still came back with the same problem. Be polite to the new group receiving it in New York, and they will work it out for you.

To add to that, i would attached the receipts and service record you got form Dallas, so that NY knows that this is a repeat case, and will not charge you...

4 February 2007, 11:58 PM	#1
Dulcijlb "TRF" Member Join Date: Oct 2006 Real Name: Jim Location: Corinth, Mississi Watch: Submariner Date Posts: 4	How do I contact the U.S. service manager? I have an Explorer II which is 7 years old. Time was within 5 seconds per week - no problems - but I thought it was time to have it serviced. I sent it to Dallas. What a mistake! When it was returned, it kept good time for a few days, then rapidly sped up to 30+ sec a day. I sent it back. It returned with the same problem. I sent it back again. Now not only is the problem the same - but is runs down now and stops within the week (even if I sleep with it on). It is back to Dallas again now - for the 4th time. In the meantime, I am wearning my Submariner which stays wound and stays within 2 sec per week - perfect! Obviously it is not being tested as claimed as this problem would be apparant after 2-3 days. They are simply adjusting the rate and sending it back. I have spoken to a service manager repeatedly with no success. My watch was fine until I sent it to them for a cleaning! How do I contact the U.S. Service Manager? I would like to make arrangements to have it sent back to the factory where it will be tested and serviced as it is supposed to be. In the future I will simply hold my Rolexes until something happens that forces a service call. For me, routine service (for $500+) has been a problem-creating disaster. It is sad that our service centers (at least Dallas) are of such poor quality. Last edited by Dulcijlb; 5 February 2007 at 02:15 AM..

5 February 2007, 12:16 AM	#2
montecristo "TRF" Member Join Date: Nov 2006 Real Name: Ken Location: New York Watch: 116234 DateJust Posts: 1,769	Did you try calling and asking to speak to someone higher up on the food chain? __________________ My Rolex reference books collection: The Rolex Report: An Unauthorized Reference Book For The Rolex Enthusiast Rolex Wristwatches: An Unauthorized History (Schiffer Book for Collectors) (Hardcover) Vintage Rolex Sports Models: A Complete Visual Reference & Unauthorized History (Hardcover)

5 February 2007, 12:23 AM	#3
A. Jacobs "TRF" Member Join Date: Dec 2006 Real Name: Andrew Location: Ohio Watch: SS Sub Date 16610 Posts: 629	Why don't you just send it to New York? __________________ Rolex Submariner 16610 "Never underestimate the predictability of stupidity."

5 February 2007, 12:43 AM	#6
padi56 "TRF" Life Patron Join Date: Jun 2005 Real Name: Peter Location: Llanfairpwllgwyng Watch: ing you. Posts: 52,887	Seems very strange that watch was working well for a few days.Then suddenly started to speed up wonder if its been over oiled.Bit of oil on hairspring,or something like that.But like you say things like that should have been sorted before sending back to customer.And they should check timekeeping for a few days before returning.Send it back again with clear instructions in writing,and verbally tell the service centre you are not happy. And you want it rectified,sooner than later,be firm but keep polite. __________________ ICom Pro3 All posts are my own opinion and my opinion only. "The clock of life is wound but once, and no man has the power to tell just when the hands will stop. Now is the only time you actually own the time, Place no faith in time, for the clock may soon be still for ever." Good Judgement comes from experience,experience comes from Bad Judgement,.Buy quality, cry once; buy cheap, cry again and again. www.mc0yad.club Second in command CEO and left handed watch winder

5 February 2007, 02:29 AM	#9
mrbieler "TRF" Member Join Date: Nov 2006 Real Name: Jeff Location: Lost Angeles Watch: all about acrylic Posts: 683	That is frustrating and I hope it gets sorted out. I'd heard good things about Beverly Hills and Dallas in the past. I think Padi's advice is good. Spell out the issues, that you're not satisfied, and spell out what you consider acceptable results. Firm, clear, and polite. It sucks when you get to be the statistical "bad experience". GOod luck. __________________ - Jeff Cursimus Cum Forfex

5 February 2007, 02:11 AM	#7
Dulcijlb "TRF" Member Join Date: Oct 2006 Real Name: Jim Location: Corinth, Mississi Watch: Submariner Date Posts: 4	No - but I will. Thanks.

5 February 2007, 02:18 AM	#8
mikey "TRF" Member Join Date: Oct 2006 Location: USA Watch: Oysterdate 6694 Posts: 2,713	Every Rolex I ever had was either fast or slow never accurate. Currently, my black DJ runs 5 mins slow. I simply set it 5 mins fast. The gold one is being overhauled as we speak because the movement was water damaged and seized up. I had contemplated other options movement wise. I am going on 4 weeks now being serviced. I am glad you shared your experience.

5 February 2007, 04:35 AM	#10
JJ Irani Fondly Remembered Join Date: May 2005 Real Name: JJ Location: Auckland, NZ Watch: ALL SOLD!! Posts: 74,319	Welcome to TRF, Jim. Sorry to hear about your woes with your Rolex. Looks like the guys have given you good advice already. Good luck with the watch and the final outcome. Do keep us updated. Cheers - JJ __________________ Words fail me in expressing my utmost thanks to ALL of you for this wonderful support during my hour of need!! I firmly believe that my time on planet earth is NOT yet up!! I shall fight this to the very end.......and WIN!!

6 February 2007, 03:09 AM	#11
nko51 "TRF" Member Join Date: Feb 2007 Real Name: Alex Location: USA Watch: TT Blue Sub Posts: 2,542	I would send it to the New York service center. Attach a letter describing what your original reason was for sending it in, and the consequences after you got it back, that it has been sent back couple more times, and still came back with the same problem. Be polite to the new group receiving it in New York, and they will work it out for you.

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