Disappointed in VC Service

I posted this on RolexForums (http://www.rolexforums.com/showthread.php?p=5918916#post5918916), but it was suggested to me that I also post here.  My purpose is to certainly to vent, but I also hope that it can maybe make some positive changes down the road in VC's service center in Ft. Worth.

The abbreviated version of the story is this.  I sent in my VC Overseas 49140 for complete service which was completed April 2015.  After having it back in my rotation, I figured out that the crown seemed to be missing a spring since it didn't pop out after unscrewing it.  Plus, I seemed to be having some power reserve issues (which I have never had before since I keep my watches on a winder).  So I sent it back with a letter pointing out that it had recent service but I had those two issues.  So earlier this month, I received a proposal saying that the crystal was scratched, the "dial digit" is "marked due to wear," the "crown is worn and no longer provides water resistancy," and that the watch "requires cleaning and re-lubrication."  So they were asking for 8 weeks and $1400.  Needless to say I was floored and called them and pointed out that I just received full service less than two months ago.  As I mentioned on the other forum, I don't expect perfection, but I do expect thoroughness, honesty and integrity.  And I don't think I got it from VC.  To me, this is really disappointing to think that either they did such a poor job on the first service that when someone else looked at it within their own company, they felt it needed to be re-done, or the alternative that they're not being completely truthful with their evaluations.

I still love my VC and I was even thinking of "upgrading" to a 49150 so I could wear it on straps as well.  But it is just disappointing to have this happen to me.  I posted the letters from VC and myself on the other forum for those that are interested.

Re: Disappointed in VC Service
06/19/2015 - 09:48

Your watch should still be under it's 1-year warranty (standard for all service.repair/restoration work that VC does).  If RTC/Ft. Worth did not know this when they sent you the $1,400 estimate, did they correct themselves after you told them?

Have you been in communication with Melanie Copeland, VC's North America Concierge?  She is based in Ft. Worth as well and has been helpful, to me, over the years.

I hope things work out.

I think Ref. 49150 would be considered an "upgrade" if you like the bracelet (which IS much nicer IMO) and option to use rubber/leather straps as well.  If not, I would not consider it an upgrade as they have the exact same features and use the same movement.

BTW, I can understand venting, but I'm curious about why you went to a Rolex forum to do so?  That would be like me complaining about my Lexus service on an Audi forum?

BR, Dan

Re: Re: Disappointed in VC Service
06/20/2015 - 15:27

Dan and Alex,

 

VC Ft Worth did do the original service and I pointed it out in my letter to them that I was sending it back. That's why I'm so surprised it happened. The serial number should have pulled up the prior service. And yes, when I called to ask what was going on, Melanie was surprised and said she would take care of it  and she did.

As for Rolex Forum, it has a pretty active group and it does have a pretty good following for other non-Rolex brands like AP and PP. There's a group of users that are trying to get a VC subforum but it's also the forum I'm most active in and it works well on tapatalk on my phone.

 

I agree it shouldn't have happened to begin with
06/21/2015 - 02:10

But am glad to hear that they will resolve it.

that's not cool! Was the Overseas originally serviced by VC?
06/19/2015 - 10:12

.

Re: that's not cool! Was the Overseas originally serviced by VC?
07/25/2015 - 22:59

For closure of the thread, the watch is back and as far as I can tell, perfect.  It took about 4 weeks (no cost to me other than shipping it to Texas) and when I got it back on my wrist, I quickly realized why I fell in love with it in the first place.  So while I've now had problems with AP, VC and Rolex service,  in the end, I love the watches and the brands.  I just wish they would beef up their QC before sending the watches back.