Issue with Rolex Service Center

[sherfield2002]

I had to send my BLNR off for service because it was having issues running. When I dropped it off at the AD, I specifically asked for it not to be polished. They noted that on the service ticket/request. When the AD called to quote me on the needed service, I reiterated that I did not want it polished and they confirmed that the RSC.

Fast forward to the return of my BLNR and guess what, it was polished. It was not the fault of the AD at all. They communicated the No polish request. The RSC either did not pay attention to the request or ignored it.

I’ve already spoke to a rep at the AD and she was sympathetic. She appreciated me letting them know that the RSC did not follow the request. She took my info and said her manager would call me back in the next day or so.

What would you do in this situation? I’m not looking for compensation or anything really. Just very disappointed and frustrated. I specifically made a request and it was not honored. I’ve worn my BLNR all over the place and treated it like the tool that it is for 7 years now. To me, the scratches and wear tell it’s story. I don’t want it to look shiny and new. I understand that this is still a modern Rolex, but what if I sent in a vintage one for service and they polished it against my wishes undoing a lifetime of wear?

Maybe I’m making a big deal of nothing? What are your thoughts?

Likely the last time I use RSC for service either way. I’ll find a trusted independent next go around.

[S’portEye]

Sorry for your situation. Nothing you can do about the polish now. Maybe ask for a rebate on the service due to their mistake?

[dardeca]

See if the AD will take pity on you and allocate you a hard to get Rolex that you might want.

[burnthesehills]

There was a LONG thread about this same issue recently. Basically, if the worst thing that happens to you this year is that your Rolex got polished by mistake, that’s not too shabby!

I am being snarky, of course. Frustrating sure. You can always ask the AD and/or RSC what they can do to make up for it. I think a discount on the service would be appropriate and then move on and enjoy your watch.

[DoctorA]

Which RSC? I read that the Dallas one provides better overall service

[ltmgeller]

Sorry to hear, unfortunately this is becoming more and more common with RSC. I personally don't mind them polishing mine when serviced. To each their own.

[Oystersteel92]

You're making a big deal out of nothing.

Learn to use water activated paper tape and ship the watch yourself via registered mail next time and then you're the customer dealing with the RSC and not your AD. I've had wonderful experiences with RSC Dallas but I don't use a middle man and I also don't mind a watch being returned to me in better than showroom condition.

[arcampado]

Well, it wasn’t the ADs mistake and there’s nothing you can do about it now. IMO you should just move on and enjoy and wear the watch. The next 7 years will bring much more wear and that worn patina will resurface once again.

Probably worth mentioning while you have your ADs attention & sympathy, now might be the time to ask if you have another hard to get reference on your wishlist. Who knows, maybe there’s a consolation prize for RSC’s mistake

[Star Ferry]

Maybe I’m off base but I don’t think Rolex is particularly interested in after-sales service. Their customer base globally increasingly doesn’t care about this.

As for the polish, I think it’s doubtful it was a deep polish. This watch was polished once by an authorized service center and will likely never be polished again. If the lugs still feel sharp you are good. It will get new scratches over time and will regain its character

[Kenny G]

You have the right to be annoyed and you make a great point about vintage…I’d be super paranoid sending in a vintage Rolex to RSC. With that said, I’m sure they did a great job and RSC polishing won’t devalue your watch (even though it might have erased some of your memories). I’d ask them what they can do for you to make it right….obviously the polish is done but perhaps a 50% discount on the service or getting you an allocation on a model you have your eye on.

[7enderbender]

Sorry you didn’t get what you wanted and paid for. But then again, I do not understand the no-polish hype (unless perhaps on a true vintage piece) - or how watches are treated so badly that they are full of scratches.

[joli160]

For me it’s a big deal out of nothing.
I don’t get the anti-polishing sentiment when done by pro’s at the RSC.

Exactly for this reason I never use a middle man like the AD but deal with the RSC directly. Things always get lost in translation.
If it bothers you that much at least the AD owns you one.

Instead of being bothered just enjoy your brand new looking watch, it will scratch soon enough again

[enjoythemusic]

Man, yeah OP I understand. (Deeeep sigh) But I'd move on and just start adding wear again. On the big plus side, polishing was properly and professionally done by the factory and not by some ham-fisted case murderer.

Sometimes ya gotta love on. Call it a do-over?

[Dan Pierce]

I had to pay an extra $150.00 for the optional polish on my Tudor Heritage Chronograph. If there was an additional polish charge on your's Rolex should reimburse you for that.
dP

[Bladeshot]

I’d ask for a hard to get piece and move on; make more scratches and memories. It would bother me, but it can’t be reversed.

And I definitely would use an independent, unless I knew that I’d be ok with Rolex doing whatever they want to do.


Just another WIS who loves to trade.
IG @bladeandwatch1

[BillA]

Not much you can do…..ask for a discount on the service and move on.

[APPRF]

You are making a big deal out of nothing, it was professionally polished at Rolex Service Center, I'm sure it looks great. You have an option to keep it nice and shiny which is better for a ceramic modern Rolex like the Batman in my opinion, or scratch it up again. I suggest you still let your AD feel they did something wrong, you may get something out of it. Frankly it's most probably their mistake.

[blufinz52]

Originally Posted by Oystersteel92

You're making a big deal out of nothing.

Learn to use water activated paper tape and ship the watch yourself via registered mail next time and then you're the customer dealing with the RSC and not your AD. I've had wonderful experiences with RSC Dallas but I don't use a middle man and I also don't mind a watch being returned to me in better than showroom condition.

^This

[padi56]

Originally Posted by joli160

For me it’s a big deal out of nothing.
I don’t get the anti-polishing sentiment when done by pro’s at the RSC.

Exactly for this reason I never use a middle man like the AD but deal with the RSC directly. Things always get lost in translation.
If it bothers you that much at least the AD owns you one.

Instead of being bothered just enjoy your brand new looking watch, it will scratch soon enough again

Have to agree in the real world Rolex watch cases and bracelets are designed to be polished at normal routine service only. Dont get todays anti-polish stuff nothing wrong with any polish as long as its done correctly by RSC,and if they did polish its not the end of the world..

[Marcjvr]

Someone explain to me why it’s a bad thing when Rolex polishes a watch?

[alphadweller]

Sorry to hear. I'd want mine polished and looking like new, but that's me and I can understand some people don't.

I doubt the RSC will provide any kind of compensation. This is the way they conduct their business. They're not into restoration nor sympathetic overhaul, as opposed to some other brands. They like to put to like new condition.

[1William]

Sorry to hear that they did not follow your request. Nothing you can do, move on and enjoy your watch. Don't be the guy who tries to make something out of a situation the AD did not mess up and try to leverage them on a hard to get watch.

[Watch Maniac]

Nothing you can do about it! I would be annoyed as well though.

[Driver8]

Irrespective of your stance on polishing or not polishing a watch, the issue for me is that RSC didn't follow the express wishes of the customer. It either shows a wilful disregard for a paying customer’s wishes, or a genuine mistake which, in itself, shows a level of incompetence.

I get that people have an issue with the “anti-polish” crowd - I don’t really understand the aversion to a polish at service time myself as scratches aren’t “telling a story” IMO, they’re just damage - but not adhering to a customer’s desire should at least warrant an apology and IMO some sort of compensation. For me it’s like ordering a blue shirt and the company sending you a red one - either because they are incompetent and messed it up, or because they thought you’d look better in red!

Either way, it’s really not great service.

[VonSomething]

I would be upset as well.

Regardless of how anyone feels about polishing, in this case the client specifically told them, TWICE, that it should not be polished and his requests were still ignored. That's the issue here.

I would wait and hear what they say and take it from there.

Perhaps with the new CPO they'd be happy to take it in as a trade for a new one lol

[PhilippeD]

I get the frustration. But, it's water under the bridge. "Your" scratches are gone. Try to to have the service bill waived because of RSC's mistake and move on.

[Sunny Arizona]

Sometimes they over do it and soften the edges. I’ve seen some extreme cases of over polish by RSC.

Originally Posted by Marcjvr

Someone explain to me why it’s a bad thing when Rolex polishes a watch?

[Mystro]

Forget about it and enjoy your immaculate Rolex. In the end Rolex will do what they want with their watches pre and post sale.

On a side observation: This anti-polish movement is rubbish filled with unrealistic anxiety. There is a difference between a lite buff and a full polish. The problem is many doesn’t know the difference. You can do lite buff significantly more than one full polish and have crisp case lines for decades. If you keep your watch up with a lite buff, you won’t require a full polish down the road as much.

[VonSomething]

Originally Posted by PhilippeD

I get the frustration. But, it's water under the bridge. "Your" scratches are gone. Try to to have the service bill waived because of RSC's mistake and move on.

To many people (me included) having a watch polished is the equivalent of buying a brand new watch and after they've adjusted the bracelet it is returned full of scratches all over the case, bracelet and clasp.

[PhilippeD]

Originally Posted by VonSomething

To many people (me included) having a watch polished is the equivalent of buying a brand new watch and after they've adjusted the bracelet it is returned full of scratches all over the case, bracelet and clasp.

I don't really know what you mean, but OP said that his watch is looking brand new and shiny again. His issue is that he liked his scratches. So what would your suggestion be? Demand a new watch, which is also brand new and shiny?