Is it rude...

[dkmajm]

My 16570 exp2 polar went into Melbourne RSC thru my local(ish) AD in Cairns on Monday 30 December 2013. Called them today and ask when should I expect it back, they said no idea just have to wait on Rolex and nothing can be done. I own my own business and when customers enquire on warranty work and where it's up to we investigate for them and keep them up to date throughout the process. My ad hasn't done this or even offered to find out, now simply put is that normal can ADs not chase up warranty work with service centres I don't want to be harsh on them if that is the way RSC operate and if it isn't and the ad won't enquire am I "allowed" to contact them direct and ask....

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[Old Expat Beast]

They should know, and if they don't then they should definitely be able to enquire. Otherwise, ask the AD for your job number, then call RSC direct.

[SMD]

Originally Posted by dkmajm

My 16570 exp2 polar went into Melbourne RSC thru my local(ish) AD in Cairns on Monday 30 December 2013. Called them today and ask when should I expect it back, they said no idea just have to wait on Rolex and nothing can be done. I own my own business and when customers enquire on warranty work and where it's up to we investigate for them and keep them up to date throughout the process. My ad hasn't done this or even offered to find out, now simply put is that normal can ADs not chase up warranty work with service centres I don't want to be harsh on them if that is the way RSC operate and if it isn't and the ad won't enquire am I "allowed" to contact them direct and ask....

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Call the AD back and ask them for the contact information so you can inquire yourself. I did this once when an AD would not do anything and they magically found out within 24 hours. Otherwise, just take your business elsewhere in the future. Its ultimately your only recourse.

[dkmajm]

Thanks guys, hey they should be nice to me, the day after I sent it away I went back and bought a new SubC from them lol... might call RSC tomorrow, would the watch serial number allow them to update me?


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[SMD]

Originally Posted by dkmajm

Thanks guys, hey they should be nice to me, the day after I sent it away I went back and bought a new SubC from them lol... might call RSC tomorrow, would the watch serial number allow them to update me?


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I think you need a job or claim number. I received a "claim number" but that was when I dropped it off in person.

[Sublovin]

Surprising. Although it may not be in their control, you would think they would say something like "we will be happy to look in to it and get back to you. Sorry for the delay"

[dkmajm]

Originally Posted by Sublovin

Surprising. Although it may not be in their control, you would think they would say something like "we will be happy to look in to it and get back to you. Sorry for the delay"

Yep that was my thoughts too but thought I'd better ask as I've never dealt with RSC before and didn't want to think bad of the ad without more info.


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[kilyung]

Originally Posted by dkmajm

Thanks guys, hey they should be nice to me, the day after I sent it away I went back and bought a new SubC from them lol... might call RSC tomorrow, would the watch serial number allow them to update me?

The RSC isn't supposed to divulge information to anyone except the party that sent in the watch so I doubt you'll get much info from them. It should be a simple 5 min call to the RSC for the AD to get a status.

[watchwatcher]

It sounds like if you start asking questions like what's the job number to your AD they might get inspired to get off their butt and take you seriously. Just a thought.

[Evil-Twin]

Originally Posted by Old Expat Beast

They should know, and if they don't then they should definitely be able to enquire. Otherwise, ask the AD for your job number, then call RSC direct.

Great advice..... I would not take " I have no Idea" lightly, and would think twice beforeusing them for your Rolex needs again.

[SALTY]

Originally Posted by SMD

Call the AD back and ask them for the contact information so you can inquire yourself. I did this once when an AD would not do anything and they magically found out within 24 hours. Otherwise, just take your business elsewhere in the future. Its ultimately your only recourse.

What he said.

[Psmith]

Has it gone in for a regular service or to address some specific problem? (just curious)
I've found the Melb RSC to be quite friendly during my walk-in visits. A routine service could take up to a couple of months, depending on the RSC's workload, etc.
Perhaps the AD has negative past experience of trying to get updates from the RSC, but they should still be willing to help a customer

[pensbay]

This kind of problem has a name: monopoly...

[Vanessa CW21]

It is not hard to give you a more specific time frame. After they sent the watch, the AD will receive a confirmation email which tells them the time frame. Because of the holidays, this time frame may be a bit longer, but generally it takes 2 weeks after confirmation to do warranty work. This is pretty accurate most of the time.
It's also easy to reply to the confirmation email to inquire about the status.
From experience I know that some sales associates are very intimidated by the Rolex repair department, and frankly they often don't care because there is no money in it for them. They don't want to waste time on the computer and be away from the sales floor because they are afraid they may lose out on a sale.

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[Kingair]

Originally Posted by pensbay

This kind of problem has a name: monopoly...

x 2 . . .

HAGOne

[Rock]

As a Central Queensland resident who recently had two watches serviced with the Sydney RSC I am gobsmacked that any representative of the local AD would respond in that way.
I consider that reply totally unacceptable and would have addressed my question to the Manager immediately.
Whilst I cannot speak for the Melbourne RSC, I can tell you that both my watches took approximately 12 weeks, which was what was quoted to me at the outset.
I should note that I dealt directly with the Sydney RSC whose service was impeccable.

[dkmajm]

Originally Posted by Psmith

Has it gone in for a regular service or to address some specific problem? (just curious)
I've found the Melb RSC to be quite friendly during my walk-in visits. A routine service could take up to a couple of months, depending on the RSC's workload, etc.
Perhaps the AD has negative past experience of trying to get updates from the RSC, but they should still be willing to help a customer

When the crown was all the way out the minute hand would not move on turning the crown, it simply made a clicking noise, one step in the hour hand moved fine still though. Information on accepting quote in early January was a full service, nothing else needed replacing. U serial number 1997 purchased Explorer2.

Also there is something in it for this AD as they add a 30% service fee on top of RSC quote! not known till after wards


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[dkmajm]

Originally Posted by Rock

As a Central Queensland resident who recently had two watches serviced with the Sydney RSC I am gobsmacked that any representative of the local AD would respond in that way.
I consider that reply totally unacceptable and would have addressed my question to the Manager immediately.
Whilst I cannot speak for the Melbourne RSC, I can tell you that both my watches took approximately 12 weeks, which was what was quoted to me at the outset.
I should note that I dealt directly with the Sydney RSC whose service was impeccable.

I'm a bit further north than you, I'm guessing your from 'rock' Hampton!?!. The gentleman that said this is the stores owner. Look I'm super keen to get it back and it may take 12 weeks though I hope not! But really would just like an update, for close to a grand in costs I would hope my custom would get that!!... Might try and call this arvo


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[Dirt]

Originally Posted by dkmajm

Also there is something in it for this AD as they add a 30% service fee on top of RSC quote! not known till after wards


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That doesn't sound right. At all.

[ironmanmarcus]

If you dropped it off on Dec 30th keep in mind that a lot of businesses close for 2-3 weeks over the Xmas N/Year period so you could be waiting a while.
Their response however was ridiculous.
Vote with your feet and do NOT do business with them again.

[garymyman]

Originally Posted by dkmajm

Also there is something in it for this AD as they add a 30% service fee on top of RSC quote! not known till after wards

What?! Does Rolex know they do that??


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[Vanessa CW21]

Rolex gives the AD a discount on the service, so the AD's will charge you THE SAME as what RSC would charge the costumer directly. You are NOT paying more by going through an AD.

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[dkmajm]

Originally Posted by ironmanmarcus

If you dropped it off on Dec 30th keep in mind that a lot of businesses close for 2-3 weeks over the Xmas N/Year period so you could be waiting a while.
Their response however was ridiculous.
Vote with your feet and do NOT do business with them again.

Marcus totally understand that, the issue is not the timeframe (ok maybe a little!) it's the not knowing and not finding out!


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[dkmajm]

Originally Posted by Vanessa CW21

Rolex gives the AD a discount on the service, so the AD's will charge you THE SAME as what RSC would charge the costumer directly. You are NOT paying more by going through an AD.

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Yes that's what I've been since led to believe, I never realised at the time I put the watch in, signed the form and then only read it fully a day or so later (printed on back in small print!) that I was endorsing the AD to charge a 30% fee to cover there costs (like calling RSC for their valued customers lol). The quote given for full service was $800AUD....

Anyways the day got away from me and due to differing time zones I won't now get to make the call to Tuesday (ad don't open Monday) they do open over weekend but I guess RSC doesn't...

Thanks everyone for your input, Darren


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[jolimont]

call RSC Melbourne directly, they're usually pretty good and informative

[zama]

Late to the thread a lot of sensible advice, have never had something done at RSC Melbourne but they are well respected. RSC Sydney quoted me 12 weeks and delivered in 8 weeks. The $800 sounds about right, no 30% mark up there at all. I think it just takes a level head and ensuring the AD understands it is important for you to know. Having many friends in FNQ the laid back attitude can permeate some people, so while it may be "sweet" to them for you it is important. I am guessing adding in Christmas + some travel time I would expect you will see the watch in late March, but having a better handle might help. I think in future you may want to deal with RSC directly, at least that way you get the letter from them confirming receipt, price and expected delivery time (I never followed mine up but had no fears because I knew what was going on, on the way in). Just use a courier that signs for it both ends/confirms receipt so you don't fear about it getting lost.

[Dirt]

$810 was my last service on a 16570 watch head service only(no bracelet and no polishing), and they threw in a couple of new spring bars.
That was over 2 years ago at Melbourne.

$830 was for a 114270 watch head service only(no bracelet and no polishing).
That was about 4 years ago at Melbourne.

It looks like the prices are trending down.

I hope my next service on another 16570 is about the $800 mark