I have got to share this story.

Jan 11, 2021,03:02 AM

I have read and heard stories that when a Rolex watch is taken into RSC, they probably will ask you to get an overhaul done to the very watch.   A lot of people complain such an overhaul is not necessary.   I do not know how true that is.  

Here is my story.  As you can see from the picture, my Milgauss has a piece of dust at the 40 minute marker.  It is visible from a distance of about half a foot.
I brought the watch into RSC last Friday and was told someone would call the following Monday to give you a report of assessment.

While I was at the RSC, I asked the staff a rather silly question.  I asked if it was true that some of the watches brought into RSC would end up with more scratches.
Answer I received was "If I told you it never happened, it would be untrue.  All I can say is it happens but not every single watch otherwise we will not be able to operate as we are today."

But my story is not about scratches as I have not picked up my watch yet.  I told the lady receiving me, all that is required about this Milgauss is to get someone to blow the dust off the dial face. Check the water resistance.   The lady asked other than the dust, was that anything else.  I said the watch seemed to be running fine.  She said removing the dust could not be done here in this very building, the watch needs to be sent to their workshop which is clean and dust free.  " One of our watch makers will check the accuracy of your watch as well."

This morning I received a call from RSC.  The lady at the end of the line said your watch has been inspected.  There are some very minor scratches on the casing.  The little dot on the dial face at 40 minute marker is indeed a piece of dust.  We can easily remove that but our watch maker recommends the watch to have an overhaul.  That will cost you HK$4,400 (US$564).

I said, "Wait a minute.  Last year I purchased a Daytona in April, two DateJust one in September and one in October.  Few days ago, I bought a GMT Master II.  They were all bought from an AD.  Each watch has a warranty of five years.  If there was a piece of dust on one of the dial face and I brought it in, would you also ask me to pay for an overhaul?  This Milgauss was bought in 2018, the warranty will not expire until 2023.  Why do I need to pay for an overhaul."

The really interesting part is the answer I got.  "Oh, now that I look at the details on the report, yes your watch is under a current warranty.  The watch maker must have missed reading it.  I'll ask him to look at that again.  Perhaps, we will check the accuracy of your watch before returning it to you."  I told the lady, "I am quite sure your watch maker must have done some professional testing and assessment before recommending an overhaul.  I will wait for you to get back to me after you have a further discussion with your watch maker."

So I am  still waiting for them to call.

To all Rolex watch lovers and enthusiasts, the final outcome of this may shed some lights to how true the recommended overhaul stories are.  Further more, it will also show if Rolex service centre is professional enough to really care about their customers.

More posts: DatejustDaytonaGMT MasterGMT Master IIMilgauss

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Comments: view entire thread



 By: Chronometer (aka yacomino) : January 11th, 2021-04:02


 By: gup502 : January 11th, 2021-04:52


 By: Gelato Monster : January 11th, 2021-05:06

Basically I think every business model, concentrates on making more money....

 By: Blansky : January 11th, 2021-05:38
Almost every profession, if you were to go to their conventions, they have workshops on increasing income. Rolex is probably no different. I'm guessing that every watch that comes in they probably recommend a service. Every watch is progressively wearing ... 

As a consumer, what we have always been looking for is service level.

 By: gup502 : January 11th, 2021-07:08
Especially in watches which last a life time. Most watch manufacturers have neglected after sales services come first and not necessarily just owing the watch.

If I get a call in the next few days and RSC offered to provide an overhaul because they assessed and recommended it. Since the watch is still under warranty, it will be a free service.

 By: gup502 : January 11th, 2021-07:14
That would prove at least there is one watch manufacturer who wants to differ from the majority. I'll find out soon. To be honest, I do not really care. The watch was running fine, +/- 2 seconds per day, within the specification. It still has close to 3 y... 

Greed is not the only word that could be used; one might also say "Doing it Properly, the Swiss Way" or "Trying desperately to stay in business" or ...

 By: cazalea : January 11th, 2021-09:29
If ever the watch is opened, why not go through it. Why does it have dust? What else might be wrong? Now is the time to check while we have it in here. Personally, I am not a fan of preventive maintenance. So I would never take my watch in until it stoppe... 

I am also not a preventive maintenance person when it comes to watches. The four-year routine overhaul does not apply to me.

 By: gup502 : January 11th, 2021-16:13
I do not wear any of my watch for more than 30 days in a year or even less. My experience with my watches is an overhaul is needed once every 7 to 10 years. Bringing in the Milgauss to Rolex maybe a mistake. I did hesitate. It is only a piece of dust. Tha... 

Interesting story. Very curious to see what happen next. In the meantime...

 By: hoseachandra : January 11th, 2021-07:46
I also have a "surprising" story about my IWC GST alarm which went to the IWC schaffhausen since November, because the AD nor the Richemont Singapore can't (or don't want?) To service it. The watch is from 1998, so I have asked them to do a complete servi... 

Because that was probably considered a dog in the GST line, and didn't sell well

 By: cazalea : January 11th, 2021-09:23
I had one myself a few years ago. Cazalea

No offense intended; It was one of my fave too, but it always rattled

 By: cazalea : January 11th, 2021-12:44
Dealer said “they all do that.”

No offence taken 🤪

 By: nasseriq : January 11th, 2021-15:38

When you said "rattling" , do you mean..

 By: hoseachandra : January 11th, 2021-18:33
A clicking sound that emiited during first 1-30 minutes after the alarm stop, when we turn our wrist? From what I have learned, thats the way old alarm JLC does. It does not bug me. Other than that, I did not experience any rattling or unusual sound.

I recall speaking with someone at JLC years ago. JLC offered IWC a helping hand to give them the alarm movement.

 By: gup502 : January 11th, 2021-16:23
That was the time IWC was struggling and launched the GST series. By offering you to replace the IWC movement with a new one in exactly the same specification, it could mean by doing so, the cost would be lower than getting someone to carry out an overhau... 

Not very comforting

 By: th.gr.ga : January 11th, 2021-12:07
Wish Rolex would take a cue from eg Cartier's service policy. Cartier not only guarantees repair and service parts for all their watches, whether current models or 100+ year old vintage pieces, they also offered a complimentary service when replacing the ... 

In 35 years of collecting I have NEVER

 By: baufoam : January 11th, 2021-12:56
experienced a company , be it Rolex or Patek Philippe or whoever tell me that my watch did not need a FULL SERVICE. They always want to do a full service. That’s just the “way they roll”. They have also ALWAYS without exception suggested some additional “... 

Zenith is the only manufacturer I have encountered working on the contrary to the 'industry standard'.

 By: gup502 : January 11th, 2021-16:36
They offer free inspection while-u-wait. First instance, my Zenith GMT did not need an overhaul and I was told to bring that in three years later. Second instance, the in-house watch maker cleaned an oil mark on a balance cock. That was a Zenith Chronomas... 

I would have said

 By: TS1987 : January 12th, 2021-02:41
"I bought the watch new less than three years ago, brand new and it's still under warranty. The fact that you think it needs a service means one of two things. Either you don't have confidence in your product. Or you just tried to extort money out of me."... 


 By: Spartacus : January 13th, 2021-10:31

It sounds unreasonable

 By: Jari from Finland : January 13th, 2021-12:42
To have a watch serviced due to dust on its index when the watch is still under warranty and not even close to ten years of old.

An update..

 By: gup502 : January 13th, 2021-18:10
RSC called two days ago. I was told the reason for recommending an overhaul was based on the system showing the watch was purchased in 2013. I said I was puzzled and worried. " I bought the watch in an AD and now you told me the watch was already sold in ... 

When i went to rsc last week to have my watch checked and possibly regulated, i handed the watch over together with the warranty card to preempt any sort of unnecessary Q

 By: Echi : January 13th, 2021-18:41
So far experiences with rsc has been excellent. Love their after sales process. Omega would be similar. I had my then more than 7 years SMP checked (the early days when i thought watches should be serviced every 5 years or so) and they said my watch was f...