Dallas Service Center question

[Skibum0019]

Hey all,

I sent my watch to the Dallas RSC for the first time, and it arrived there last Monday, according to the tracking info. Based on your experience, about how long does it take from the time to watch receipt to get some kind of correspondence or explanation of what might be wrong with it?

I'm sure it depends on a number of factors (how many watches are in the queue ahead of me, how many technicians are on staff, the nature of the problem, etc..), but I was curious if there is a consistent expectation based on what you all have seen (i.e. 1 week? 2?)

thanks!
Matt

[fjkyle]

I think my 16710 took 3 weeks to get back to Beverly hills. Sent it in this past spring.

[RichM]

I've got one there that arrived last Wednesday morning. I haven't heard a thing. Usually within one week of its arrival you'll get a call and then an email backup.

[mmalek1]

In my experience with Dallas RSC, i waited about 3-5 buisness days. I have had great experience with my services.

[Juantxo]

Originally Posted by Skibum0019

Hey all,

I sent my watch to the Dallas RSC for the first time, and it arrived there last Monday, according to the tracking info. Based on your experience, about how long does it take from the time to watch receipt to get some kind of correspondence or explanation of what might be wrong with it?

I'm sure it depends on a number of factors (how many watches are in the queue ahead of me, how many technicians are on staff, the nature of the problem, etc..), but I was curious if there is a consistent expectation based on what you all have seen (i.e. 1 week? 2?)

thanks!
Matt

In my experience the people at the Dallas SC are great. For peace of mind I recommend you call them to make sure your watch arrived safely. I have nothing to complain about official Rolex centers anywhere, on the contrary.

[bmpregler]

Interesting replies. I sent mine into Dallas over a week ago through an AD and haven't heard anything yet. I guess I will give the AD a call this week.

[strongarms]

Call them and give them your serial number....They're pretty up front....Quicker than going on a forum and asking from random members.

[RGAmos]

I recently got a service quote in about one week. The service required about 4 weeks + 3 days.

[kilyung]

I usually hear from them within 48 hours excluding weekends

[gwozhog]

3-5 days and up to 2 months to get it back. You better start looking for a backup.

[fskywalker]

Good information, thanks for sharing!


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[Skibum0019]

Thanks everyone. I just wanted to make sure that I set my own expectations properly. I didn't want to call and start harassing the good people of Dallas if it's not reasonable to expect a response in about a week or so. :-) the watch arrived there one week ago today so if I don't hear from them today, I'll give them a buzz to check in. Thanks for all the responses!

[Dmo1028]

Originally Posted by Skibum0019

Thanks everyone. I just wanted to make sure that I set my own expectations properly. I didn't want to call and start harassing the good people of Dallas if it's not reasonable to expect a response in about a week or so. :-) the watch arrived there one week ago today so if I don't hear from them today, I'll give them a buzz to check in. Thanks for all the responses!

Just thought I would add that I sent my watch to RSC Dallas last week and it was received on Monday (10/3) and I received my estimate for service (phone call and email) yesterday (10/6).

They estimated the duration for service would be 3-weeks.

[Jeffff]

Sent mine to Dallas through AD for service 8/31. AD called me 9/22 to tell me it was ready.


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[Skibum0019]

Quick update: Got my watch back today from Dallas RSC. Can't say enough about the positive experience I had with them. Sent them my watch and an int'l warranty card (which NYC wouldn't honor without the original receipt from an US based AD), and they did the work free of charge. Watch arrived there on 9.26 and I received it back today, 10/24, exactly 4 weeks later. Looks brand new, and came with the felt bag and cleaning cloth. Even though I live in Jersey and work in NYC, I will probably always send my watches to Dallas, just because the folks were so much more pleasant to work with.

[bjw]

Good to hear!

NYC is just horrible. Months ago, I inquired about having work done on a pre-owned GMT that was still under warranty. They gave me so much lip about not being able to do the work (i wanted the Cyclops changed out to the higher mag) because I wasn't the original owner or didn't have the original receipt - I could send it in but they could guarantee anything. blah blah blah.... Fed up, I called Dallas RSC and they said no issue if i sent in the warranty card. Got it back in 3 weeks with work being completed - "Compliments of Rolex" . NYC RSC has a notorious reputation for having poor customer relations.

I attribute it to East coast attitude vs southern nice.

[BLM2]

Twenty minutes for me. But, I live in the DFW area.
Lee

[DJExplorer]

Sent my BLNR in and it was received on October 14th as per USPS website.
I called them on October 21st and was told it was with a technician.
Called again on October 24th and was told that I was probably going to have gotten a call today.
So, in answer, I guess they are pretty busy and not getting back to people within the quoted 3 days.
But they are still a pleasure to speak to and really try and answer your queries.
Mines going to be covered under warranty compliments of Rolex for a dial change and new hands due to Lume dots and lume grey areas.
Dallasnos still the RSC of choice.

[Dirt]

typically about a week/5-6 working days.

[PT Rolex]

Originally Posted by bjw

Good to hear!

NYC is just horrible. Months ago, I inquired about having work done on a pre-owned GMT that was still under warranty. They gave me so much lip about not being able to do the work (i wanted the Cyclops changed out to the higher mag) because I wasn't the original owner or didn't have the original receipt - I could send it in but they could guarantee anything. blah blah blah.... Fed up, I called Dallas RSC and they said no issue if i sent in the warranty card. Got it back in 3 weeks with work being completed - "Compliments of Rolex" . NYC RSC has a notorious reputation for having poor customer relations.

I attribute it to East coast attitude vs southern nice.

NYC, but the actual do the service was at Lititz Service center in PA, my Daytona was purchased 12/11/2017, i have my warranty card, but they are asking my sale reciete, which I can’t find, they want me to pay $1,500 to replace the pusher that fell off, after I drop my watch at razny in Chicago to check the power reserve,
My watch are now at Dallas service center, they accept the warranty card
Replace of pusher cost zero.

[ian.thomas]

Originally Posted by BLM2

Twenty minutes for me. But, I live in the DFW area.
Lee

Same here, plus they gave me a water while I waited.