slightly different question re rolex servicing

[MrClean]

I've heard or seen in a number of postings how rolex service centers, ie actual rolex run & owned service centers will change dials, hands etc even when a customer does not wish them to, or if not allowed to, will refuse to work or service the particular watch.

Just curious, has anyone tried having a vintage rolex serviced at a certified rolex service center, ie one not owned by rolex, such as the Ben Bridges jewelers one in Washington State. It would seem an operation closer in contact to the customer, such as a retailer like Ben Bridges Jewelers, would be more inclined to satisfying a customer's regard in this respect.

Anyone had experiences to share, in this vein?

[SPACE-DWELLER]

It's my understanding that the independent RSC's in San Francisco and Chicago would also do their very best to honour the special requests of the customer. It's more the 3 official US RSC's (as you stated) that are subjected to follow the strict policies of RUSA (Rolex USA).

But Rolex watches are not more complicated that any good watchmaker could service it, taking that he can get the right parts, that is.

[jbjenkins]

I've just gone around and around with a Ben Bridge store regarding service on a watch. I find their policies to be somewhat strange. I won't be recommending them to people for a variety of reasons.

I was told that Ben Bridge "corporate" allows store managers three options for Rolex service.

1. By the instore watchmaker on staff (very few stores have this available)
2. Store manager can choose a local, independent, watch repair "place" to send their repairs to.
3. It can go back to the BB corporate home location for repair.

Oh, if the customer INSISTS they will be happy to send it to a RSC for you - with approx. 100% markup in costs over you just taking it there yourself. I was quoted "at least $1,000" for them to send any Rolex to the Beverly Hills RSC. I was also told by the person trying to explain this to me that they haven't sent a watch to Rolex in "many, many years". They also do not even mention this as an option when you bring the watch in for service.

This was the BB store in the Mission Viejo mall.

They send their watchs to a place in San Diego - but they insist that he has a Rolex parts account and only uses Rolex parts. I don't know how to check on this, but I do know the name of place, though I do not wish to share it publically.

I think your best bet is one of the independant RSCs as mentioned above.

[MrClean]

sorry to hear about yours, but i have to wonder how much was related to one store's idiot clerk and you being unfortunate to connect with that clerk

i bought a tudor 79090 that was as new from an arizona seller who had it serviced last year, and received it back Feb 23 2007. I buy it Jan 2008 and the problem he described to me that was the reason he had had it svc'd returned. The winding crown would wind for 1 to 3 turns and then feel like it was slipping, ie not winding. I took it in to local rolex AD, and he indicated it was a common problem, a "pawl in the clutch was dry of lubricant and would not fully engage the clutch" but it would take a full tear down to correct and estimated $550 to repair. I remembered the rolex svc warranty was one year so i contacted the seller and he graciously helped me - Matilda at the Arizona ben bridges' location said the orig customer had to bring it back it, that the warranty would not apply to me as a new owner, even though i had the orig svc ticket.
He got it in one day before the end of the 12 month period. They also informed me, that as it had been svc'd the year before at their washington state rolex svc center, they could send it there but it would take 6-8 weeks to service, or if i wanted a faster turnaround, they could have it done local, as you described, by a qualified watchmaker, with a faster turnaround.
I opted for the washington state rolex center and it took 6 weeks.

considering they knew, from my description, that it had been sold, i was impressed with their accepting it and repairing under warranty.

but back to the original question - has anyone had success having a not terribly old vintage rolex svc'd without having replace items they didn't want replaced??

[Tools]

I've never had them replace any dials or hands without first getting approval as these are at additional cost..

[mike]

Originally Posted by MrClean

I've heard or seen in a number of postings how rolex service centers, ie actual rolex run & owned service centers will change dials, hands etc even when a customer does not wish them to, or if not allowed to, will refuse to work or service the particular watch.

Just curious, has anyone tried having a vintage rolex serviced at a certified rolex service center, ie one not owned by rolex, such as the Ben Bridges jewelers one in Washington State. It would seem an operation closer in contact to the customer, such as a retailer like Ben Bridges Jewelers, would be more inclined to satisfying a customer's regard in this respect.

Anyone had experiences to share, in this vein?

I have used the Chicago Independent with excellent results.

[jbjenkins]

Oddly this is similar to what happened to me. I had to get the original owner, who had the service done to call them up so that I could take it in and they would honor their Ben Bridge warranty. He was certain that it had been sent to "Rolex" for service so I got a bad surprise when they told me it was just some guy in San Diego that had done it - not even their Seattle workcenter.

I was more worried as to why a watch, any watch, that had been subjected to a >$500 "routine" service would fail catastrophically (the mainspring failed) in a year. I just had not heard much about this sort of thing happening.

Oh and i forgot to mention before that the guy in San Diego who did the service felt he was doing a great service to the owner by making sure the bracelet remained with the corret watch head by scribing the entire serial number inside the clasp where it is clearly visible to the naked eye.

To me your story sounds like yet another reason NOT to use BB for service as yours failed at about the one year mark like mine did. Sure they "made it right" but I honestly have no faith that this watch is now reliable.

Additionally the gal at BB couldn't even set the watch correctly and the date changed at noon the next day. Sure a small thing, but for someone telling me how things are supposed to be done it lowered my confidence in BB to an unrecoverable level.

Sadly it was multiple idiot clerks also. The one who took the watch back from me scratched the outside of the lug with the springbar tool while removing the bracelet so he could write down the serial number. Thankfully it was noticed and polished out during the mainspring replacement.

And BB is the AD who seems to train their salespeople to say that Rolex will take away their account if they discount any watch, but then when you ask about a DJ they say they have some "wiggle room on price". Bah! Sorry this is sounding like a rant.

Originally Posted by MrClean

sorry to hear about yours, but i have to wonder how much was related to one store's idiot clerk and you being unfortunate to connect with that clerk

i bought a tudor 79090 that was as new from an arizona seller who had it serviced last year, and received it back Feb 23 2007. I buy it Jan 2008 and the problem he described to me that was the reason he had had it svc'd returned. The winding crown would wind for 1 to 3 turns and then feel like it was slipping, ie not winding. I took it in to local rolex AD, and he indicated it was a common problem, a "pawl in the clutch was dry of lubricant and would not fully engage the clutch" but it would take a full tear down to correct and estimated $550 to repair. I remembered the rolex svc warranty was one year so i contacted the seller and he graciously helped me - Matilda at the Arizona ben bridges' location said the orig customer had to bring it back it, that the warranty would not apply to me as a new owner, even though i had the orig svc ticket.
He got it in one day before the end of the 12 month period. They also informed me, that as it had been svc'd the year before at their washington state rolex svc center, they could send it there but it would take 6-8 weeks to service, or if i wanted a faster turnaround, they could have it done local, as you described, by a qualified watchmaker, with a faster turnaround.
I opted for the washington state rolex center and it took 6 weeks.

considering they knew, from my description, that it had been sold, i was impressed with their accepting it and repairing under warranty.

but back to the original question - has anyone had success having a not terribly old vintage rolex svc'd without having replace items they didn't want replaced??

[cowboyjosh78]

Copied from what I posted in another topic; below is the reason why I didn't buy my new Rolex GMT Master II from Ben Bridge at Park Meadows Mall outside Denver this past week. When they were trying to sell me the watch they pretty much said what was said in this thread regarding service. At the Park Meadows location in Denver they have a Rolex "Certified Watchmaker" on staff, and they repair everything in house. Basicly the Rolex warranty is useless if you buy from Ben Bridge and have issues and bring it back, cause they are going to work on the watch and not send it off. The local mom and pop AD, at least the one I buy from, I feel are the best bet, cause they will remember you when you come back, and they will take care of sending the watch back to Rolex.


Before I bought my GMT Master II from a local AD jeweler in Denver I shopped around, went to stores like Jared and Ben Bridge. Jared The Galleria of Jewelry help was more interested helping folks who were better dressed then this cowboy, even thought I had the money and would have bought on the spot, not to mention I was sporting a SS Sub 16610 and knew my Rolex stuff, the other folks were and as they said and I quote "dreaming". So after they left, the sales person again briefly focused their attention back to me, but quickly got distracted again, so I told them that I was "dreaming" about buying the GMT and left.

I then went to Ben Bridge at the mall, and the sales staff was fantastic, very nice folks. I was one of only 3 customers in the store this evening. They answered all my questions and I was ready to buy until... A group of about 10 kids appeared to be high school age, maybe a bit older. They loudly walk in and hot foot it right over to the Rolex case; another salesperson greets the group and asks if they can help them. One of the boys after looking over the Rolex for a few seconds points to the stainless and gold sub and ask if he can "see that one". Without ANY reservations the salesperson reaches into the case and hands the watch to the young man. The young kid without any hesitation begins passing it from friend to friend, all of them trying it on before passing it to another friend. I was shocked to see the way this AD in the mall let their merchandise get man handled. By the time I left there were 3 Rolexes being passed about thru the group of young folks. No way was I going to buy a watch there.

***I drove a little further and went to a local jeweler, an AD that has been proudly selling Rolex in Denver for 50 years to make my purchase, and I was treated wonderful and am very happy with my purchase.***


As far as the origional question, no experience in having a Rolex serviced yet. I felt it worth while to share my BB experience with everyone.