Issue with Rolex Service Center

[Paulr1980]

I have one watch I wouldn’t mind having a polish carried out, my GMT BLRO and one I absolutely do not, my Explorer 39mm mk2.

Why? Because I wore my Explorer to get married in and bonked the thing on a railing and left a small mark. That mark makes me feel good when I wear the watch and reminds me of the most important moment of my life.

I’m not saying this chap has those sorts of memories locked in, but who’s to say? It’s certainly not the right of Rolex to deny you the opportunity to make that decision for yourself.

If that happened to me I would be very unhappy. You can’t make it better clearly but there should be at least a part refund, acknowledging the mistake.

[NachoNeal]

That's why I like using my independent guy, instead of mailing to some anonymous persons.

[Geckobros]

Originally Posted by sherfield2002

Maybe I’m making a big deal of nothing? What are your thoughts?

Likely the last time I use RSC for service either way. I’ll find a trusted independent next go around.

Good luck finding an independent (Yes, I know some are still out there). Rolex has been systematically killing independents by taking away their parts accounts.

As far the polish, I wouldn't let it get to me. Life is far too short.

[LC23]

Ask for the watch you want lol

[jingerman]

You are definitely rightful to be angry, as at these price point customer service should be a top priority imo.

Sadly that isn’t the case in some of these Rolex dealers


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[VonSomething]

Originally Posted by PhilippeD

I don't really know what you mean, but OP said that his watch is looking brand new and shiny again. His issue is that he liked his scratches. So what would your suggestion be? Demand a new watch, which is also brand new and shiny?

In OP's case there's not much he can do about it now, the wear can't be put back.

If that's the only issue he has, then tough luck and perhaps he can get some goodies from the AD to make up for it, or the very least a discount on the servicing job.

For me I would be less upset about the removal of scratches, but more about the high possibility of ruining case lines for the sake of buffing out a few scratches I don't mind being there in the first place.

In my experience the watches I have had polished definitely lacked sharpness afterwards and removed some of the lines that I loved about the watches. In that sense it has always been a very negative experience for me.

[MJZRolex]

Originally Posted by arcampado

Well, it wasn’t the ADs mistake and there’s nothing you can do about it now. IMO you should just move on and enjoy and wear the watch. The next 7 years will bring much more wear and that worn patina will resurface once again.

Probably worth mentioning while you have your ADs attention & sympathy, now might be the time to ask if you have another hard to get reference on your wishlist. Who knows, maybe there’s a consolation prize for RSC’s mistake

I totally agree with this. While future wear won't recreate any patina or past memories, new watch memories will emerge over time and you'll forget all about this incident with the polishing. Hopefully the AD will look kindly upon you and allow you to purchase another Rolex on your list.

[jb335]

Wow, I think so many of you saying it’s no big deal or not understanding why someone doesn’t want their watch polished, are missing the point. It’s HIS watch and apparently he made it abundantly clear he did not want it polished and confirmed multiple times that was understood. He has every right to escalate this issue. Rolex did not follow his clear and reasonable instructions. Whether you are fine with polishing or not is irrelevant here.

Now OP has to be reasonable too. He isn’t going to get a free watch out of this but he should get a significant discount on the service. And of course, not pay a penny for the polish charge. I would ask for the complete service to be comped, but be willing to settle for half-off the service - after first backing out the polish charge of course.


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[123Blueface]

Originally Posted by jb335

Wow, I think so many of you saying it’s no big deal or not understanding why someone doesn’t want their watch polished, are missing the point. It’s HIS watch and apparently he made it abundantly clear he did not want it polished and confirmed multiple times that was understood. He has every right to escalate this issue. Rolex did not follow his clear and reasonable instructions. Whether you are fine with polishing or not is irrelevant here.

Now OP has to be reasonable too. He isn’t going to get a free watch out of this but he should get a significant discount on the service. And of course, not pay a penny for the polish charge. I would ask for the complete service to be comped, but be willing to settle for half off the service - after backing out the polish charge of course.


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There is no polish charge.
It’s included in the full service flat fee Rolex charges.

[jb335]

Originally Posted by 123Blueface

There is no polish charge.
It’s included in the full service flat fee Rolex charges.

Ok, then my other points still stand. Ask for the entire service to be comped but willing to settle for half-off.

Odd though, someone else in this thread said it was a $150 charge for RSC to polish.


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[dommasters]

Ask to get to top of waiting list as compensation. The last two times I used RSC via an AD have been disastrous. The first time my Flat 4 LV was returned with the bezel half on/off and I could so easily have lost it. The second time a vintage piece came back with way more scratches than when it left me. My AD got me a white Explorer II within two weeks to make up for it as I badly wanted one.

[rolexandlange]

i would like to see before and after pictures. the reason is i sent my daytona to RSC and requested no polish, as was noted on the receipt, and it was not polished. However it was cleaned so thoroughly it almost looked as if they had carried out a polish. Just the work of the ultrasonic cleaning they carried out.

[Stan Cooper]

I've had the New York RSC service my watches three times, and the polish has been included in the "complete overhaul" charge. I have never had an AD send them to the RSC as I've heard several stories of miscommunication between the AD and RSC regarding customer instructions. Page 2 of the Rolex paperwork I submitted includes a space for customer requests, and each time they've followed my instructions to the letter. In the most recent example, I requested replacing the caseback, and they did (at a much lower price than used ones on the web).

Rolex mailing instructions for the NY RSC attached.

[sherfield2002]

Update: AD manager called. He was apologetic and understanding. He said he had a call into their rep at the RSC. It may be a couple days before he hears back. He brought up possibly discounting/refunding a portion of the service fee. I have not asked for or mentioned any discounts, refunds, special treatment etc. I just wanted them to know I was disappointed with the lack of adherence to my request and prevent this sort of thing from happening to others in the future.

Now - I appreciate all of your input and comments. Like most of you have said, I fully understand that it’s already done and there’s no undoing it. Again, it’s mostly about the RSC not honoring a costumer request that was processed by an AD. I’ll still wear it proudly as it’s a beautiful watch, whether shiny or well loved.

I’ll update this later when I hear from the AD again.

[Xky]

This has happened a few times that members have now mentioned the same thing.

After reading these stories, and didn’t want my watch polished I’d stick a sticky note on the case back saying please do not polish, along with note tied on a string around the bracelet saying the same thing just in case one falls off!


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