Rolex Service gone awry

[Carol Tracy]

I understand what you are saying. I didn't expect Rolex to continue fixing a watch for the rest of its life. However...when there is something like the numerical pieces falling off inside...once was (to me) a fluke. The second time, different piece, tells me something is wrong with the way the watch was made.

This is where I expected something from the "name" to be understanding.

The watch was purchased from their authorised dealer. The repair was sent off to them (Rolex) or their authorised service. Should I not be able to expect that they would make this situation correct?

Paying to have it serviced regularly is not an issue. Paying to fix a continuous mfr. defect is.

I'm not asking for, I didn't think, something outlandish. If there's something wrong with the way the face plate was put together before the crystal was put on, then I think they should make it right. If I wanted to purchase a watch that was going to fall apart inside the crystal then I could have spent significantly less than what I did for this one!

I don't want them to replace the watch with a new one. I don't want them to fix something that isn't their production problem. If I didn't think this was an unfair situation, then I wouldn't be posting this on a forum. However, I can see part of the problem with all of this is their AD and I think they should also know how this is being handled on a customer service level.

If Reed's has agreed to stand by the product and guarantee its reliability and authenticity, then I think they should. All I want from all of this is the watch to run correctly, for all the pieces to be on (and stay on) the face of the watch inside the crystal, and to just be happy with it! The watch hasn't been worn in any adverse situations. It is worn to an office. I would think it could stand up to that!
(smile)

Again, all input and perspective is appreciated and when I get ahold of Rolex, I'll let you know the results!

Thanks again.

<------ Carol dealing with Reed's Jewelers!

[greekbum]

Originally Posted by Carol Tracy

The watch was purchased from theier authorised dealer. The repair was sent off to them (Rolex) or their authorised service. Should I not be able to expect that they would make this situation correct?
<------ Carol dealing with Reed's Jewelers!

You should have a receipt for the work that was done and I would think this is enough.If you say you bought it a year ago and than paid for a service you should have documentation.I would gather all of my documents read them and than go back to the AD and speak with the manager and go over your problem 1 more time. Its all in the documentation.

[Carol Tracy]

Yes, we have the documentation. In fact, that was brought up to them the second time around when we took it back in with the same situation (different numeral).

They sat on it for over four weeks before calling to tell us....uh...we want $1500 to fix. Not just to put the numeral back on, but to service as apparently it does something to the "precision" of the watch being hung up on a loose piece inside the crystal!

imagine that....

Anyway, we went through the whole ordeal at that time with them on this situation and basically they said, "bring the money and we'll fix it or come get your (broken) watch."

Go back to the manager of the store?

hmmmm....
does this look familiar?

<---talking to Reed's about backing a Rolex repair

(lol)

[Idle Swede]

Well, you got the phone # to Rolex this morning, have you called them yet?

[Harvie]

IF this company did not fuflill their obligation send the watch to Rolex NY for repairs. Get repaired.

When finished you have the $ loss you suffered, from the other people not honoring their repairs, sue for that amount.

Small claims court works well.

Posting a million comments here will do and accomplish nothing.

[Black Bay Dan]

To have an Air-King serviced/repaired in England by Rolex Bexley, it would cost you £220. $1500 seems like a total rip off. Even a new dial would only cost circa £250. Rolex should sort you out. Good luck.

Dan

[Carol Tracy]

Well, Harvie, I fully understand the concept of calling vs. posting a million posts.

I have not called them yet as we are scheduled to go to New York sometime this coming month and was waiting to discuss it as a possible stop while in NY.

I'm anxious to talk with them and see if there is a resolution, for sure! I just want to make sure that the papers are handy (receipt...have made a move since then and want to make sure we can quickly provide the documentation should they ask).

So I'll be calling them soon enough! Probably in the morning.

Small claims could be an option but really hate the fact that everyone is so quick to run to court. I thought possibly getting it resolved without the court system would be the better route. I have filed a complaint with BBB here and it is possible that they may resolve it due to that. (not Rolex, but Reed's)

I can quickly ascertain that my problem with service is not with Rolex, but with Reed's. I now want to accomplish two things: one, let Rolex know how their AD is handling customer service on their behalf; two, get the watch repaired!

Thanks for the thoughts.

[Harvie]

Originally Posted by carol tracy

well, harvie, i fully understand the concept of calling vs. Posting a million posts.

I have not called them yet as we are scheduled to go to new york sometime this coming month and was waiting to discuss it as a possible stop while in ny.

I'm anxious to talk with them and see if there is a resolution, for sure! I just want to make sure that the papers are handy (receipt...have made a move since then and want to make sure we can quickly provide the documentation should they ask).

So i'll be calling them soon enough! Probably in the morning.

Small claims could be an option but really hate the fact that everyone is so quick to run to court. I thought possibly getting it resolved without the court system would be the better route. I have filed a complaint with bbb here and it is possible that they may resolve it due to that. (not rolex, but reed's)

i can quickly ascertain that my problem with service is not with rolex, but with reed's. I now want to accomplish two things: One, let rolex know how their ad is handling customer service on their behalf; two, get the watch repaired!

Thanks for the thoughts.

you will accomplish both, the fastest way, by sending the watch to rolex tomorrow morning.

[Carol Tracy]

I did finally get through to the NY Rolex and she said it sounded rather outlandish..the price that was being quoted.

(as did we!)

So we will send them the watch to determine why they quoted such a price to put a numerical piece back on the face plate and service and also asked that I provide the same sequence of events (as you all figured they would) and they will get in touch with us to let us know what THEY come up with.

I feel like it will be handled in a more forthright manner going this route and will get the packaging materials (to send the watch back) that they require.

Again, this is one of the steps. Will send a post on the end result.

[Idle Swede]

Finally.

[DanP]

[Carol Tracy]

sorry. had some other projects that were important and required not getting on the phone and being on hold for hours!

Turns out, that's not what Rolex does!

The one thing you guys didn't tell me!!!

(smile)

Thanks to all for the



(liking these emoticons!--as you can tell)

[Idle Swede]

I could have told you they answer on the second ring......but you didn't ask.

[Dalton]

I think the dial is a redial, hence indices falling off.

[Tools]

I sent them a letter once, asking about some information on a watch I picked up...

They called me up and I didn't give them my number in the letter.......


Of course they told me that they don't give out any information.... but still, they called..........

[nektar]

call rolex..i was also going to be suspicious about rhis watch.. and especially for his owner.. what did he do to it??

[Carol Tracy]

nothing to be suspicious about on the watch or owner. Owner is male, executive. Wears it to work! That's it! Well....of course out to dinner, and while driving the car....and maybe when he's out dancing with me!



One would think a simple watch could keep up with such activities.

If he were wearing it mountain climbing and used it to break his fall...well, that could be understood!

This is why we are so alarmed at this situation and the response we are getting from Reed's.

At any rate, the watch will be on its way to NY tomorrow and then we'll see what the verdict is.

[Dalton]

Originally Posted by Carol Tracy

nothing to be suspicious about on the watch or owner. Owner is male, executive. Wears it to work! That's it! Well....of course out to dinner, and while driving the car....and maybe when he's out dancing with me!



One would think a simple watch could keep up with such activities.

If he were wearing it mountain climbing and used it to break his fall...well, that could be understood!

This is why we are so alarmed at this situation and the response we are getting from Reed's.

At any rate, the watch will be on its way to NY tomorrow and then we'll see what the verdict is.

In most cases our Rolex watches can do that and more without any issues. It seems like this watch has marred your idea of what to expect from a properly serviced Rolex and the people who should stand behind a product or service. It's like buying a crappy porsche then thinking they're all the same. You'll see what good service should be and what a great product an AK can be.

[valentine]

Originally Posted by Balboa

Sorry you are having such a bad experience. I do not think that the Reeds chain is a Rolex AD. The fact that they offer some Rolex for sale does not mean that they are an AD even though they might imply otherwise.

First thing I would recommend that you never set foot in that store again. They sound completely mercenary with little or no concern for their customers.

You could send your watch to a Rolex Service Center and have a complete service and a service replacement dial, if needed, for far less than $1000.

Dial markers falling off is not normal or acceptable. Maybe your watch has an aftermarket dial that is not quality. Possibly the watch is a fake. Find a Rolex AD in your area for authentication and a service estimate.

Post some good pictures here. There are many on the forum that can offer some good advice and comments.

Mark

REEDS is an authorized rolex dealer in some states. I lived in myrtle beach, sc and the biggest AD there is REEDS....