> > > > > URGENT help needed.....Problem with Rolex Service Center Geneva.

[watchfan1]

Customer service of Rolex Geneva has me worried a little. I shipped them my vintage 1675 GMT
via Fedex and they have it now since OCT 9th !! (I have a proof of delivery from FedEx)

NOT A WORD YET !!!

I've never sent my watch to RSC before, but I would assume that by now I should hear from them
or would get an estimate or some sort of notification or acknowledgment that they have my watch !??!
Together with the watch I included a letter with my home address, e-mail as well as my daytime phone number !!

If ANY of you have a good & valid e-mail address that would help me to contact them, please PM it to me.
.....or if you have any direct phone number on a person who can help me to locate the watch, that would also help.
Your help will be greatly appreciated.

TIA.

[harvey]

Milos it might be an idea to remove the item number from this post...

[watchfan1]

ya' right....done ;)

(it was just the FedEx tracking number - not the serial number from my GMT, but you are right - it is irrelevant)

[harvey]

Originally Posted by watchfan1

ya' right....done ;)

(it was just the FedEx tracking number - not a serial number, but you are right - it is irrelevant)

i guessed it was the tracking number... dont want that getting into the wrong hands...

[SLS]

Milos, I had a friend send threee watches there a few months back....I just left him a message asking for the phone number, when I get it, I will send you a PM.
~Scott

[koronet-kid]

if you can not get a phone number write them a letter they always reply i have written to rolex geneva on several occassions, always had a reply.

regards sean

[bodybump]

Milos...try to call RSC NYC then get phone number in geneva...Buy a phone card and give them a call....

[Mr Sandman]

I really wouldnt worry about it just yet as you need to remember several points.

I. It is the HQ of Rolex,so they will get thousands of watches to deal with.As such yours is probably in the que.

II. It usually takes between 6 to 8 weeks to turn around a watch in service(it took 10 weeks for my 14060M Sub) and this may be longer for a vintage watch.

I would give it until the end of November before you contact them unless they do so first.

[Irish Dan]

Milos, I'm sure you had a good reason for sending it to Geneva instead of
a service center. Can you tell us the reason?

Because, "vintage" sorry should have read a little closer

[SLS]

I'm guessing Rolex USA refused to service it or were requiring a dial & hand change since it's vintage!
~Scott

[watchfan1]

Originally Posted by Mr Sandman

I really wouldnt worry about it just yet as you need to remember several points.

I. It is the HQ of Rolex,so they will get thousands of watches to deal with.As such yours is probably in the que.

II. It usually takes between 6 to 8 weeks to turn around a watch in service(it took 10 weeks for my 14060M Sub) and this may be longer for a vintage watch.

I would give it until the end of November before you contact them unless they do so first.

I appreciate the advice...and I am OK to wait 10 weeks (or even 12 for completion)
What worries me that they normally send the estimate for cost, parts etc. within 1-2 weeks.
It has been a month and they have not even acknowledged receiving of my watch !

[pixie04]

You should call the Rolex HQ in New York 212-758-7700 (they are only open until 5pm EST). Give them your tracking number and ask them what the status is of your watch. You sent it to Rolex NY right? - Because there would be no reason for you to send it to Geneve (New York would send it there for you if it needed to go). Re-check your tracking number and I hope it did not get stuck in customs if you did send it direct to Geneve. Good luck.

[TempoKing]

Relax
They give new meaning for a "slow boat to China".
Rolex is the most constipated watch make to do service with.
All will be forgotten when the "Jewel" comes back.

[Alcan]

Originally Posted by TempoKing

Rolex is the most constipated watch make to do service with.

Ever dealt with PP?

[Dalton]

oh boy!

[SLS]

PM Sent
~Scott

[watchfan1]

Thank you Scott !! Got it !!

To some replies above:

....please understand that my concern is NOT about how long they take to service my watch,
but I have a problem by not being contacted at all for 1 month now where they would
at least confirm that they have the watch and send me an estimate or something.
THAT IMO, is not a customer service I would expect from Rolex !

Thanks for the PM. I will contact them in the morning. Hope the watch was not
kicked somewhere under their waiting room sofa and is forgotten now

[watchfan1]

Still looking for help.....I received one e-mail address from a a fellow member that I know
for a while from various forums. I sent the e-mail, but it came back bounced.
It is possible that the person does work there anymore.
I will also call them, but I would MUCH prefer to send them an e-mail fisrts, as it was
accompanied with URL of 'proof of delivery' as well as pdf. copy of file showing the signature
of the person who signed for it.

Can any of you PLEASE PM me ANY contact e-mail you have on Rolex Geneva ?
It will be greatly appreciated.
Thank you in advance,

Milos

C

[Lol-x]

Does your FedEx tracking number come back as "item delivered" when you put it into their online tracker? If so then I would relax.

However, get on the telephone to Rolex Geneva just to make sure.

I did a yellow pages search for Switzerland and got this. Ask for customer service.
Rolex SA
siège social
rue François-Dussaud 3-5-7
1227 Acacias, Les
P.O. Box 1755
1211 Genève 26

Phone 022 302 22 00
Fax: 022 300 22 55

[Lol-x]

The country code dialing prefix for Switzerland is +41.
You may have to drop the zero before the 22 in the area code, but see how you go.
Let me know if you need a lawyer

[watchfan1]

before I shipped the watch I called them on OCT 7th. (011 41 22 302 2200)
I called Geneva. I told them that I will be shipping the watch and they gave me a specific address:

R.S.A - Service Dpt.
Rue Francois-Dussaud 3-5-7
CH-1211, Geneve 26
Switzerland

I have a proof of delivery from FedEx web site together
with the name of person signing for it and their digital signature.

I talked to several people who sent their watches to RSCs in US
and all were contacted within 5-10 days max. I used RSC in Dallas
3 years ago for sandblasting of YM bezel. I was contacted the same
day they received the watch. Needless to say I am puzzled not to hear
a word from Geneva after 31 days

[Lol-x]

I was just looking at your 1675 a few days ago and thought to myself, "Man that is a sweet piece, beautiful condition, dial looks as new!"
I hope it all works out. As I said if I were you I would get on the phone NOW!!

[watchfan1]

Originally Posted by Lol-x

I was just looking at your 1675 a few days ago and thought to myself, "Man that is a sweet piece, beautiful condition, dial looks as new!"
I hope it all works out. As I said if I were you I would get on the phone NOW!!

The 1675 you saw on my hobbyist web site, is not the one I sent to Geneva. The one in in Geneva is from 1965. The one on my web site is from
1974. I am just waiting to get the one in Geneva back and 1974 will be on sales corner the next day

here is the 1974 piece I still have:






here is the 1965 piece - currently in Geneva:

[Z-Sub]

Originally Posted by Alcan

Ever dealt with PP?

That makes Rolex appears to be lightening fast!

[watchfan1]

Originally Posted by Z-Sub

That makes Rolex appears to be lightening fast!

perhaps Rolex is fast servicing the watch.....but not getting notified about receiving
the watch 5th week after delivery is inexcusable, IMO.

In fact, I did send a PP to get WG re-plated after it was scratched at AD, earlier this year.
1) I received a letter in the mail within a week thanking me for allowing them to service my watch.
(The letter included my contact info, serial number, model number and estimated charge: $0)

2) the watch came back unrecognizable from new just under 3 months.
(....AND it was actually sent to Geneva by PP USA in NY and it came back to PP NY before it was shipped to me !!)
....but perhaps I was lucky. I did hear about some guys waiting 6 months + !

again.....my gripe is not about the length of service......I just want them to acknowledge they have my
watch and give me an estimate. That's all !!

[watchfan1]

Before I call them, another option would be to send them a fax so they can see the proof of delivery.
If anyone has their main fax number, please PM it to me. TIA.

[Tony-GB]

Hi Milos

PM sent.

[watchfan1]

Got off the phone with Rolex Geneva.
They HAVE my watch !!........(phew !!)....

They were very apologetic and stated that normally they notify people within
2-3 weeks max. with estimate. They said they were slammed with a lot of watches
for service recently and I was simply backed up in the line as my watch was not analyzed yet.
I was told me to expect receiving the estimate via e-mail in 1 week.

THANK YOU everyone for all your help !!