RSC - My experience & advice to TRF ...

[Tony-GB]

Hi Everyone

I FINALLY got my YM back from the UK RSC. It went in early Feb & I picked it up yesterday. I just wanted to share my experience. This is an abridged version.


When I submitted the watch for service, RSC called me shortly afterward to say it needed a new monobloc (crown), so I authourised that & was given a reference number & price. In the same conversation I asked if the platinum bezel could be polished, as it had some very fine lines on the inverted triangle at 12


Those were the only marks on the bezel.


UK RSC told me they don't have the equipment to polish the bezel, only Geneva can do that. So I specifically told them not to touch the bezel, they replied that [I]"they would have a go"[/I]


I again told them not to. To cut a long story short I collected the watch in mid May & found to my horror that the bezel had been crudely polished. Not only that, it now had a brushed finish rather that a sand blast finish between the indices. It completely ruined the look of the watch. Plus, the case still had some light marks on the case (next to the 9) & on the clasp, so the polishing hadn't been carried out to RSC standards.


I immediately returned the watch & explained what happened. I also pointed out that the polishing had not been done correctly. The staff agreed with me that the finish on the bezel had been changed, but that I must have done it. I replied "...so what did I do? Polish it with sandpaper?!" The RSC staff then tried to sell me a new bezel; £1,000 for a new one, or Rolex would take mine in P/X & I would pay £800. I flatly refused & refused to collect the watch. I was then told a senior member of staff would call me.


Later on I was called by a member of staff who just proceeded to shout at me down the phone, telling me the finish was acceptable. I kid you not- he was SHOUTING!!! So of course I retaliated by shouting. This resulted in me telling him I am taking the matter further with Geneva.


After writing to Geneva & supplying them with all the details of who I spoke to, they conducted an investigation. The bezel was then sent to them for inspection & they concluded it had been damaged.


They apologized & agreed to replace the now damaged bezel for a brand new one.


So yesterday I finally collected my beloved YM.


This is a shortened version of weeks worth of writing, phone calls & visits to RSC (London & Bexley).

My advice to my fellow TRF members is this:

MAKE A NOTE OF WHO YOU SPEAK TO. WRITE DOWN THE DATE, TIME, THEIR NAME & THEIR DEPARTMENT.

. I saved hard to buy my watches & As Rolex owners we are entitled to be fussy! I had jobs where I was shot at, almost stabbed & had to deal with generally nasty members of the public from this county & abroad & I'll be damned if I'm going to accept second best service from a company with Rolex's reputation.

A quick thanks to Jon (baptistman) for his encouraging PM's.


THIS FORUM IS THE BEST!! VIVA LA TRF!!!

The very best of health to you all


Thanks for reading

Tony

[jasonbellevue]

Sorry to hear about what you had to go through there, Tony. Although my experience with RSC has not only been very pleasant but also very professional, I appreciate the heads up, one can never be too careful these days. I'm glad it worked out fine for you in the end.

[Tony-GB]

Originally Posted by jasonbellevue

Sorry to hear about what you had to go through there, Tony. Although my experience with RSC has only been very pleasant and very professional, I appreciate the heads up, one can never be to careful these days. I'm glad it worked out fine for you.

Thanks Jason

[Tools]

Interesting story....

It seems a bit out of character for Bexely from other stories we have heard.........Glad it turned out good for you..

We're always here with a cup of coffee and a shoulder...or just an ear should anyting like this happen again.......

[Tony-GB]

Originally Posted by Tools

Interesting story....

It seems a bit out of character for Bexely from other sstories we have heard.........Glad it turned out good for you..

We're always here with a cup of coffee and a shoulder...or just an ear should anyting like this happen again.......

Thanks Larry. I did use the forum to search for other stories & when I couldn't find any, I kept thinking "...is it me? Am I at fault here...?"

Maybe they don't like Yacht Master's at Bexley!!

[frostie]

Glad that everything is fine

Now wear and enjoy your watch

You were really patient

[Tony-GB]

Originally Posted by frostie

Glad that everything is fine

Now wear and enjoy your watch

You were really patient

Thanks Velitsko

[frostie]

Originally Posted by Tony-GB

Thanks Velitsko

[daytona_mania]

Glad that everything is fine now!

Good points regarding taking down the details of who you deal with!

[Tony-GB]

Originally Posted by daytona_mania

Glad that everything is fine now!

Good points regarding taking down the details of who you deal with!

Cheers DM

[topcat30093]

This is what I like to read.
Somebody who is prepared to fight for what they believe in.
From one Tony to another CONGRATULATIONS.

[Tony-GB]

Originally Posted by topcat30093

This is what I like to read.
Somebody who is prepared to fight for what they believe in.
From one Tony to another CONGRATULATIONS.

Thanks Tony

[SSD]

Glad to hear all turned out well eventually! That watch is far too beautiful and expensive to allow someone to handle it badly. Good to see the better man won out!

[Tony-GB]

Originally Posted by SSD

Glad to hear all turned out well eventually! That watch is far too beautiful and expensive to allow someone to handle it badly. Good to see the better man won out!

Thanks Jamie

[HDHNTER]

Glad it worked out. Good thing you documented so thoroughly. That's a pricey little bezel.

[Baptistman]

Glad it was sorted out, and your welcome

[watchlady]

Glad it all worked out. I'm happy you fought for your rights. Now I'm a little worried because my Platty YM is currently at NY RSC for a bezel scratch. I hope they don't mess it up.

[ezod]

Enjoy your hard earned YM. You worked hard to purchase it and it seems even harder to get it back in the proper condition.

Wear it well.

[seantk]

Sorry for your experience and I am glad that you got it resolved. Please post some photos

Thanks

Sean

[Trurolexer]

Sorry to hear that. Glad to know everything is fine.

[gmt 16750]

Glad it got sorted out in the end Tony but I know what you mean - these situations can be very frustrating indeed. I'm having a similar time with an AD right now but I'm just playing it cool just now.
Rolex SC at Bexley are usually pretty darn good but they do make some boo-boo's now and again.
- Neil.

[astcell]

Whew, had me scared for a moment!

[Dalton]

that blows. It's amazing what some people will tell you after you've paid, as if you've not paid good money or something.

[SPACE-DWELLER]

Good call you set them straight!

Please post a pic of your YM!

[learnmore60]

Well done on the persistence and taking the matter to Geneva!

Sorry about the trouble, but it sounds like you now have a pristine watch which I'm sure your glad to have back!!

[toph]

Thats a terrible story- all to common of the standards of service in the UK!!

[JJ Irani]

Interesting horror AD story, Tony.....thanks for sharing.

And I'm glad it all worked out well for you in the end. I wish the world had more ADs like mine here in Auckland. I have 2 ADs, both wonderful people. The only difference is that while one AD is only that - no service centre - the other AD is an AD-cum-RSC which is quite handy.

He has a full-fledged Rolex workshop on the mezzanine floor with Rolex trained watchmakers. Any problems can be fixed on the spot without having to send the watch all the way back to Rolex HQ in Melbourne.

JJ

[tphan]

next time any of my watch going to RSC, it will be notarized.

[mfer]

Holy schnikes! Glad it is all said it done, but many they should give you something else as a token for the abuse you went through.

[fear]

Dang! Scary story and in a way that sucked. I'm glad things turned out well. You'd think that RSCs would provide MUCH better service. We pay a heck of a lot for these things, they could at least give us top notch service. Whew....