Brilliant Service From Rolex UK

[OrangeSport]

I've always had great service every time I have dealt with Rolex, and they came through again this week.

The Mrs' OP has always run fast since purchase, but it was consistent and not fast enough to be worth sending off and cracking open (despite being outside of COSC).

Anyway, recently she put a nasty scrape in the bezel. We decided to take it to the service centre to see what they could do, and get the time keeping regulated while it was there. As it is pretty much new the regulation is covered by the warranty anyway. The verdict on the bezel was that it could be replaced (only £80), but that would involve removing the movement and that would require a service (£300+). Not worth it on a brand new watch, when a new bezel could be put on at service time in a few years.

So, we left it to be regulated and when I collected it this week the bezel has been substantially improved. It's not perfect, but it is much better - Free Of Charge!

What's more, I was told the watch was now running within 2 seconds per day. Actually it is spot on to the second over a couple of days now. Brilliant! Really chuffed that they made the bezel as good as possible after an obvious "user error". They did the same when my daughter mangled my Sub's clasp while practicing Karate!

I often read horror stories about Rolex service in the US, so thought I would post this up.. (damage not visible in the picture).

[joli160]

Good to hear the RSC did their best for you but I would be disappointed if they didn't.

[irish john]

what service centre was this Hyde Park ?

[MonBK]

Great job

[The Joker]

Great result Jason.

Oh, and your daughter must be lethal at Karate if she can mangle a sub clasp...hehe.

[OrangeSport]

Originally Posted by The Joker

Great result Jason.

Oh, and your daughter must be lethal at Karate if she can mangle a sub clasp...hehe.

She is! A seven year old purple belt.

I learnt not to spar wearing a Rolex!

[OrangeSport]

Originally Posted by irish john

what service centre was this Hyde Park ?

No, the Rolex building in West Malling, Kent

[Cru Jones]

aaah, so good to read good news. too often, only the horror stories get bandwith. the watch looks great!

[Chris B]

Very nice indeed,

[johnbeth]

Congrats!

[SC11]

Good to hear

But something that does interest me, is would they do a complete service FOC if they had to remove the movement for an under warranty issue (lint on dial etc)?

[Andad]

Nice to read about a happy RSC ending Jason.

[OrangeSport]

Originally Posted by SC11

Good to hear

But something that does interest me, is would they do a complete service FOC if they had to remove the movement for an under warranty issue (lint on dial etc)?

I would guess so...

[Chris B]

Originally Posted by SC11

Good to hear

But something that does interest me, is would they do a complete service FOC if they had to remove the movement for an under warranty issue (lint on dial etc)?

I guess case every case is different, however I've always found Rolex to be very customer satisfaction oriented with these type of things.

A few months ago I noticed a rust type blemish on the rehaut of my 1680 which was a couple of months out of a recent warranty.. they fixed including new service & fresh 2 yr warranty FOC

[Racerdj]

This is the way it should be. Thanks for posting a positive story.

[red.earth]

Definitely good to hear these sorts of stories. Makes me feel a little more re-assured in the event I need to turn to Rolex for some customer service. What's the building like in West Malling? I understand it's Rolex' UK Service Centre but they have a reception desk so anyone can turn up? I'm just across the water in Essex, you see :-)

[OrangeSport]

I'm in Essex too. It's a very impressive building in nice grounds with ponds and guard ducks!

No appointment needed. Just turn up, park and go to reception. They are also worth ringing if you ever want the latest brochure/magazine sent to you.

[red.earth]

Thanks Jason, that's good to know... especially your warning about the guard ducks! I was going to ask how you know they're guard ducks, but I suppose their uniform is a giveaway.

Any idea how often their brochures are updated? Also, the magazine you mention: how often does it come out? I don't think I've heard of that before. Thanks...

[OrangeSport]

I think the brochures are yearly, and the magazine maybe 6 monthly (or perhaps it was a one-off... really not sure on that one). They have the Tudor brochures in the reception area too, along with Cellini.

The ducks have little green uniforms, with gold coronets on them ;o)

[steve.r]

Thanks for posting that. I am intending to sent my GMT Master there before Christmas, so I hope I receive the same service satisfaction too.

[Old Expat Beast]

Originally Posted by steve.r

Thanks for posting that. I am intending to sent my GMT Master there before Christmas, so I hope I receive the same service satisfaction too.

Steve, if you're in China take it to Hong Kong. They charge less than half the UK price for a service at the RSC here.

[red.earth]

Originally Posted by OrangeSport

I think the brochures are yearly, and the magazine maybe 6 monthly (or perhaps it was a one-off... really not sure on that one). They have the Tudor brochures in the reception area too, along with Cellini.

The ducks have little green uniforms, with gold coronets on them ;o)

Such a great image you've conjured up :-) Perhaps try to feed them bread next time just to check they're not cyborgs.

Originally Posted by Old Expat Beast

Steve, if you're in China take it to Hong Kong. They charge less than half the UK price for a service at the RSC here.

Wow! Bit of a trek from Essex, unfortunately. Mind you, there are always independent's you can rely on for a Rolex quality service (using Rolex parts and lubes) for an awful lot less money. I can recommend such a watchmaker, if anyone wishes to PM me. He lives in Essex but runs a business in London.

[OrangeSport]

Thanks - that could be worth knowing

[Chris B]

Originally Posted by OrangeSport

I'm in Essex too. It's a very impressive building in nice grounds with ponds and guard ducks!

No appointment needed. Just turn up, park and go to reception. They are also worth ringing if you ever want the latest brochure/magazine sent to you.

[WAK4]

Originally Posted by OrangeSport

I learnt not to spar wearing a Rolex!

My daughter has learned not to spar with me while I wear a watch...plenty of times she has hit the watch and not me. Then I end up getting yelled at

Great to hear on the service. It goes a long way to keeping a customer happy.

[red.earth]

Nice one, Chris. Thanks! I know what to look out for when I visit. Shame they're only open Mon-Fri 9-5 though. That makes visiting a bit tricky.

[SC11]

Originally Posted by Chris B

I guess case every case is different, however I've always found Rolex to be very customer satisfaction oriented with these type of things.

A few months ago I noticed a rust type blemish on the rehaut of my 1680 which was a couple of months out of a recent warranty.. they fixed including new service & fresh 2 yr warranty FOC

I haven't dealt with the service centre in person but over the phone they were more then helpful, my comment wasn't a criticism aimed at the service centre more a point of wondering if it's company policy to in force a 'not without service' approach even on a watch no where near of age to require a service and if they followed that procedure themselves should an under warranty issue require movement removal?!