Rolex SC not telling me what’s going on with my watch

[Calatrava r]

One thing to learn from all this is never send a watch to Rolex for service through an AD. RSC will only speak to the AD as they are the customer and being able to talk directly to them about your watch is well worth the shipping expenses and time it takes to box it up. In this case since the watch was off warranty and not bought from this AD, OP probably had to pay the shipping costs to the AD anyway. Hopefully, it is just some time lags in communication, and it all gets sorted out.

[77T]

I disagree that it's an automatic mistake to let an AD handle the watch for sending it for service to RSC.

There is the "AD in the Middle" tradeoff that you mentioned - I give you that - but there are many advantages.

1. The AD acts as a trusted 3rd party.
A. They can attest to the condition of the watch before it was sent. For example, noting any defects via their inspection (like no gouges in the repair, chips on the crystal, dents on the crown, etc).
B. They can assure proper shipment to RSC using the corporate methods. Also, they assure the contents are what you own in case of courier loss/theft.

2. The AD speaks the lingo of the RSC.
A. If anything is akimbo upon receipt at NY or Dallas, the AD can save the owner time by dealing with g with the RSC.
B. The AD can escalate more effectively within RUSA Sales & Service execs.

3. Return shipment is safer and assured.
A. FedEx commercial service won't leave a box at the wrong address (yes, this has happened)
B. The owner doesn't have to lose time waiting at home/office on a certain date for a delivery.
C. Package can't be "left with mailroom" if one lives in an apartment, or used an office addy, or a condo.

So many advantage for the 99% of routines overhauls that I think the OP did a safe and sane thing letting AD handle this.

It's just a shame things have turned out this way...I think it is safe for me to say that all here are pulling for him to prevail in gaining good title to the watch - that the Ins. Co. will accept the dealer's reimbursement amount - and OP's son will once again be reunited with his 21st birthday present.


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[KatGirl]

Originally Posted by 77T

It's just a shame things have turned out this way...I think it is safe for me to say that all here are pulling for him to prevail in gaining good title to the watch - that the Ins. Co. will accept the dealer's reimbursement amount - and OP's son will once again be reunited with his 21st birthday present.

This is not that same thread.

Kat




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[77T]

Kat is so right - I got my little grey cells cross wired

Please disregard this last paragraph of my earlier post.

Originally Posted by 77T

It's just a shame things have turned out this way...I think it is safe for me to say that all here are pulling for him to prevail in gaining good title to the watch - that the Ins. Co. will accept the dealer's reimbursement amount - and OP's son will once again be reunited with his 21st birthday present.


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[Bxtek]

Welcome to TRF. Sorry that this had to be your first post and sorry to hear that you're going through this crazy situation! Definitely weird that it has been so long, and they are not giving any kind of explanation. I hope everything works out and you get your watch back. If it turns out that nothing is wrong, they should give you a discount on the service or some kind of compensation for this added stress!

If there is some sort of problem, I fully agree with omar-rye.

Originally Posted by omar-rye

On the bright side, it’s better to find this out now than five years down the road, when you might have no recourse.

[Oxfordian]

Write to your AD and give them 7 days to provide a concise and detailed update on what is happening with your watch, tell them that failure to do this will involve you taking legal action to get your property to returned to you.

A bit heavy handed maybe but it's your property, if it has been stolen or is a fake then so be it, but tell you so that you can start recouping funds from Chrono 24.

If the watch is genuine and AD has sent the watch to the RSC then getting a service update shouldn't take this long, if the RSC is waiting parts from the mothership that's fine just tell you what is going on.

Out of interest which AD did you use and did you get a receipt from the AD for your watch when they took it in?

As a guess my thoughts are that the watch hasn't gone to the RSC but is being looked at by the AD's in store ham fisted technicians and they've f'd it up. Hope I'm wrong.

[joli160]

Good advice from Martin

[Wobbly]

The OP has just joined TRF and has not been back online since posting this thread, which is strange as they were asking for advice.
Hopefully, they will be back on soon, and we can find out what’s going on.

[77T]

The OP may be reading the posts as a guest from time to time


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[Daily_Driver]

WOW, what an incredible response I’ve had to this. I really appreciate everyone’s time in responding and for sharing your thoughts and experiencs, and for the warm welcome.

Indeed, I have been monitoring as a guest over the weekend! Looking forward to getting stuck into other topics on the forum though once I’ve got this resolved!

I haven’t yet figured how to quote responses without making a complete hash of it so I’ll try to respond to some of the main themes of questions I’ve had in response.

Before I go any further, I have been promised a response early next wee despite being promised one by end of last week, but from what you guys have been saying I should perhaps expect to wait another month - taking it to 3 months for them to finish their investigation (if that is what they are doing). One thing I didn’t mention was that the seller was very transparent and told me that he sourced it from a different country - so if HQ are making enquiries, they are potentially doing this across 3 different continents.

I do have a very good relationship with my AD and have purchased multiple watches (new and pre-owned) through them. This is the first (of any real value) that I’ve taken a punt on from an online platform - the watch is quite a unique and rare model and I’ve wanted one in this particular iteration for years, and I’ve not been able to source one anywhere in the UK in that time, believe it or not. They know I’m an enthusiast of Neo-vintage and there’s just some watches they’re not able to get for me. I went through them for the service mostly for the peace of mind with shipping and handling the back and forth comms- I like an excuse to visit them too and talk watches, if I’m honest!

I think I’m going to give my AD 5 more working days, and as many of pointed out, I need something in writing before I lose the patience of the original seller. After this time, I’ll contact the service centre directly, but as many have said, I won’t get my hopes up given their ‘customer’ is technically the AD in this case, which is a very good point.

I agree that the silver lining is that if worst case scenario there is a problem with the watch, I’m finding this out now and not when I’ve built 20 years worth of “memories” with it and/or passed it down a generation!

I’ll absolutely report back once I know more. Again, I’m blown away by the responses and for the support!

[joli160]

Nice of you to keep us updated. I am really curious about the watch. We love pictures.

[SubDate]

1 of the joys of buying gray.