Rolex Watch Service Experience

gup502 · 2021-01-11T03:02:38Z

Explore Rolex Service Centre's overhaul recommendations for a Milgauss under warranty. Gup502's story reveals insights into luxury watch service practices.

gup502

WPS member · Rolex forum

30 replies6422 views1 photos

Gup502's experience with a Rolex Service Centre (RSC) regarding a dust particle on his Milgauss dial illuminates a common concern among luxury watch owners: the necessity and cost of recommended overhauls. His detailed account, particularly the interaction concerning warranty status, offers valuable insights into the service practices of major watch brands. This thread explores the nuances of watch maintenance, warranty implications, and the varying philosophies of service centers.

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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.

Key Points from the Discussion

The initial recommendation for an overhaul on a warranty-covered watch was based on an incorrect purchase date in the RSC's system, leading to a serious discussion about potential misrepresentation and the integrity of AD sales records.
One collector shared an experience with IWC where a complete movement replacement was offered for a vintage GST alarm at the cost of a standard service, suggesting that for some brands, swapping movements can be more efficient or cost-effective than overhauling older calibers.
It is a common observation that service centers, regardless of the brand, almost always recommend a full service, often with additional 'optional' servicing, indicating that service is a significant revenue stream for watch manufacturers.
The decision to service a watch, especially for minor issues like dust, is often left to the owner, akin to car maintenance decisions, with some collectors preferring to wait until a watch stops running before seeking service.
A strong argument against an unnecessary overhaul on a warranty-covered watch is that it either implies a lack of confidence in the product's durability or an attempt to extort money from the customer.
If a watch is opened for any reason, some argue it's logical to perform a full inspection and service to address potential underlying issues, while others, like the original author, question the necessity for a watch running within specifications and still under warranty.
The author, gup502, typically finds an overhaul necessary only every 7 to 10 years for his watches, which are not worn frequently, making the RSC's immediate overhaul recommendation for a relatively new Milgauss particularly questionable.
Cartier's service policy, which includes guaranteeing parts for all watches (even vintage) and offering complimentary services for minor repairs, is highlighted as a potential benchmark for customer-centric service that other brands like Rolex could emulate.

The Discussion

gup502

Jan 11, 2021

The part that puzzles me most was really the response I got. Recommended overhaul seemed to be the way to go, but within a warranty? There is a pause.

Will soon find out does the watch need an overhaul.

Blansky

Jan 11, 2021

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

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 out it's parts as time goes by, and repair places probably have no qualms about suggesting a service. Does it help, maybe, probably not. Does it hurt. No unless the service is botched. I guess it's up to us to make the decision. Much like how of

gup502

Jan 11, 2021

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

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.

amanico

Jan 11, 2021

Not very satisfactory, to say the least...

gup502

Jan 11, 2021

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.

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 years of warranty. The big question is whether it really needs an overhaul or just greed.

cazalea

Jan 11, 2021

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 ...

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 stopped running. But I have learned as I've traveled around visting watch studios and factories in the US, UK, Switzerland, Japan -- there are many different and valid ways to look at these tiny machines. Cazalea

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