After the estate was settled, each of the 4 siblings received a watch from our father. Mine was a Rolex President, but that was where it began and ended. The bracelet was short, the entire watch was dinged and scratched, and I heard a knocking of the movement in the case that the movement. Not too good. Since I live in San Rafael, I dropped by Rafael Jewelers, which has been here, I'm told for decades. I was welcomed by Tony, and his staff that immediately put me at ease. Their watchmaker, Suzie, called me two days later, and assured me she would revive this struggling watch. She ordered extra links from Rolex for the bracelet, and the watch was completely restored. Safe to say, I've enjoyed the watch now for 2 years and its running, beautifully. It's the most important possession I own. - James R. San Rafael, CA

I realized I have met the most patient person in the world. I dropped my beautiful Patek my husband gave to me. The crystal was cracked and the watch was all scratched up. I was nearly in tears when I called Rafael Jewelers, and Suzie was very sympathetic. She explained to me that their site has a print out for all the important information they need, and it was very easy to use. She also explained how to ship an expensive watch as well. It turned out to be an extensive repair--I must of called or spoken to Marguerite or Suzie a half a dozen times. They were very understanding of my anxiety, and between Suzie's patience and skill. I had a very happy ending. - Louise S. Minneapolis, MN

I gave my scratched and beaten up Longines, worth perhaps $200 to Rafael Jewelers. They understood that sentimental value was priceless, and they treated it that way. I appreciated the entire staff at Rafael Jeweler. Thank you! - Jonathan W. Phoenix, AZ

When I sent my Tag Heuer that was water logged, I was really upset about it. I apparently left it in my pants with the crown left out and it went thru the washing machine. A few weeks later, I had a most pleasant surprise. Opening their box, I saw my watch in virtually new condition and it was very accurate, again. I felt I was working with a dear friend. - Simon J. Fresno, CA

I live in Alaska, and while it's a beautiful area, there are not a whole lot of watchmakers to be had, here. Rafael Jewelers already distinguished themselves when I phoned. I told the lady who answered, Marguerite, that I was calling from Alaska about some questions on watch repair, and instead of writing me off like it was a waste of time, she did not rush me at all. In fact, it sounded busy in the background and she apologized and said she would call me back. You know what? She did. Needless to say, I sent my Omega to them and it came back glistening. I feel like there my neighborhood jeweler. - Beth B., Anchorage AK

While watch collecting I think is associated as a man's thing, I have some 30 watches in my collection. Some valuable, some not. I live in Oregon, but I have family in Marin so I thought, what the heck, I'll pay them a visit. When I came in, I discovered a beautiful store filled with wonderful jewelry and watches. I also met Suzie, their fine watchmaker and found her refreshing (watchmakers seem to be nearly always men). She was well versed on this Patek with a cobalt blue diamond dial that ran about $16,000.She assured me that the parts she would order would only be genuine parts from Patek. She did say, it might take a little longer, but she would call me every couple of weeks with an update. I said time was secondary, but I expected a first rate job. That's what I got. The next watch I will send will be my Cartier. - Sasha V. Ashland, OR

I have sent several watches to Tony at Rafael Jewelers. If I ever wish to speak to Suzie, she gets right back to me. I feel very well taken care of. - Jack S. Eureka, CA

I am a nursery school teacher who has a very old but precious Hamilton watch. I like to baby it and so I religiously bring it to Suzie every 3 years for servicing and cleaning. I must have taken it in to Suzie about 5 times in the last 15 years, given that she’s been a watchmaker for some 30 years. Last time I brought it in, I was very shaken up because it almost broke it as one of my kids nearly ripped it off my wrist. Suzie, always thinking in my best I interest recommended a safety chain, which would keep on my wrist if I had a similar experience. So, I had it cleaned and the safety chain ran about $40 extra for the peace of mind. They don’t just process me. They listen and they care. - Joanna W. Corte Madera, CA

I have an IWC Schaffhausen chronograph that I’m very proud of. Knowing that I was attending a pharmaceutical convention in San Francisco, I thought I might “kill two birds with one stone” and send it to them.When I was finished with the convention, I would heard north across the Golden Gate bridge into beautiful Marin County. The owner, Tony, sounded very knowledgeable over the phone, but you hear these stories and you sometimes wonder what is really going on, on the other side of the phone, sometimes. After completing my business in San Francisco, I headed to Rafael Jewelers, where I was told my watch would be waiting for me. Marin County is truly gorgeous, and when I came to San Rafael, it’s a large, impressive corner jewelry store in the heart of the town. Their displays in the windows showed major jewelry and watch collections. Then, I came in, was greeted by Tony and Marguerite and of course my freshly serviced IWC watch. Safe to say, this is no boiler room operation. - Ian J. Washington D.C