First experience buying new rolex - bad one :(

[neillfrith]

At the beginning of august I bought my first new Rolex from an AD. I went in for a GMT and came out with a beautiful Datejust ii with a silver face. I bought it to get married in. When I went on my honeymoon I noticed the time was wrong and after a couple of experiments I determined it was gaining 25 seconds a day. I decided to take it to the RSC on 5th avenue and the gent said it was over banking/rebanking. He said that due to the RSC being closed at weekends he would be unable to open the watch since he actually worked for Wempe (their boutique is in the Rolex building) and it would void my warranty so I should go to the AD in the UK. I hasten to add that they were very busy and he took a while to see me, they treated me wonderfully giving me champagne and chocolates while I waited .

I took it back to Goldsmiths who treated me terribly, I called them the day before and said that the 30 day exchange period would be over but considering it was only by 1 day they wouldn't hold me to it. I got there and they couldn't be less interested, refused to exchange it, refused to listen to any complaint and just spouted company policy at me. I felt completely undervalued despite being £7k out of pocket. Now I won't have my watch for 6 weeks and I haven't even owned it for that long.

No point to this, just needed a rant and to point out the stark difference between Service here in the UK and US.

[dysondiver]

not the best start , but with luck thats it for the next five years , then its independant time.

[neillfrith]

Yeah, there's a really good independent one near me. Really wish I'd gone there now.

[rmfnla]

Originally Posted by neillfrith

At the beginning of august I bought my first new Rolex from an AD. I went in for a GMT and came out with a beautiful Datejust ii with a silver face. I bought it to get married in. When I went on my honeymoon I noticed the time was wrong and after a couple of experiments I determined it was gaining 25 seconds a day. I decided to take it to the RSC on 5th avenue and the gent said it was over banking/rebanking. He said that due to the RSC being closed at weekends he would be unable to open the watch since he actually worked for Wempe (their boutique is in the Rolex building) and it would void my warranty so I should go to the AD in the UK. I hasten to add that they were very busy and he took a while to see me, they treated me wonderfully giving me champagne and chocolates while I waited .

I took it back to Goldsmiths who treated me terribly, I called them the day before and said that the 30 day exchange period would be over but considering it was only by 1 day they wouldn't hold me to it. I got there and they couldn't be less interested, refused to exchange it, refused to listen to any complaint and just spouted company policy at me. I felt completely undervalued despite being £7k out of pocket. Now I won't have my watch for 6 weeks and I haven't even owned it for that long.

No point to this, just needed a rant and to point out the stark difference between Service here in the UK and US.

Originally Posted by neillfrith

Yeah, there's a really good independent one near me. Really wish I'd gone there now.

No, you did the right thing taking it back where you got it since it is still under warranty. Too bad they didn't treat you better!

I don't think someone opening the back will void the warranty, however...

[dysondiver]

well , its peace of mind till the warranty runs out , by then its settled in , and no worries till its due service.
im sure once the inital hassles are sorted , all will be grand.

[cop414]

Sorry to hear this Neil, machines do that sputter thing from time to time even when brand spanking new. I think the important part is how you were treated once this happened which wasn't very well. Not that it will make an iota of a difference but maybe fire off a letter to Rolex about the AD who treated you so badly.
Please keep us posted on the outcome and congrats on the wedding...

[OmegaJJH]

I bought mine in goldsmiths too.

Mine was gaining about 12 seconds per day.

Had the same issue as you that it needed to be sent back to RSC.

It came back in under 4 weeks so hopefully yours will too.

Keep us updated.

[tkerrmd]

sorry to hear that, but you will have a terrific watch, sooner or later!

[VICI]

Originally Posted by tkerrmd

sorry to hear that, but you will have a terrific watch, sooner or later!

Definitely 'Glass is half full' attitude! Love it

[ExplorerChris]

Originally Posted by neillfrith

At the beginning of august I bought my first new Rolex from an AD. I went in for a GMT and came out with a beautiful Datejust ii with a silver face. I bought it to get married in. When I went on my honeymoon I noticed the time was wrong and after a couple of experiments I determined it was gaining 25 seconds a day. I decided to take it to the RSC on 5th avenue and the gent said it was over banking/rebanking. He said that due to the RSC being closed at weekends he would be unable to open the watch since he actually worked for Wempe (their boutique is in the Rolex building) and it would void my warranty so I should go to the AD in the UK. I hasten to add that they were very busy and he took a while to see me, they treated me wonderfully giving me champagne and chocolates while I waited .

I took it back to Goldsmiths who treated me terribly, I called them the day before and said that the 30 day exchange period would be over but considering it was only by 1 day they wouldn't hold me to it. I got there and they couldn't be less interested, refused to exchange it, refused to listen to any complaint and just spouted company policy at me. I felt completely undervalued despite being £7k out of pocket. Now I won't have my watch for 6 weeks and I haven't even owned it for that long.

No point to this, just needed a rant and to point out the stark difference between Service here in the UK and US.

I would place a call to Rolex directly and let them know about your experience and how one of thir AD's treats a Rolex client

[bayerische]

It's not only store policy, it's the law. They have the right to correct a mistake. You (sadly) don't have the right to exchange the watch for another.

Some stores might do it, but it's at their discretion to do so.

[AK797]

Goldsmith's service can be hit or miss, but hopefully you'll have it back soon.

[RICHARD_LEWIS]

Originally Posted by AK797

Goldsmith's service can be hit or miss, but hopefully you'll have it back soon.

I was going to say the same. I personally avoid Goldsmiths and most other ADs in London, instead i perfer to go out of London as i find i get treated better.

Bottom line is its your watch is back with Rolex so hopefully you'll get it back soon and all will be good!

[Baco Noir]

I wonder if it got magnetized, which can cause a watch to run fast? Did either place even check that? Could have saved a trip to RSC and 6-8 weeks. Hope it all works out well.

[Macnavara]

Originally Posted by Baco Noir

I wonder if it got magnetized, which can cause a watch to run fast? Did either place even check that? Could have saved a trip to RSC and 6-8 weeks. Hope it all works out well.

Not sure a new rolex can get magnetized with the parachrome hairspring.....i might be wrong

[sco]

Sounds like it was magnetized. Were you around any strong magnets like an iPad or speakers? Anything magnetic can really affect the watch, just curious. Hopefully it will be sorted out shortly! Good Luck

[rmfnla]

Originally Posted by sco

Sounds like it was magnetized. Were you around any strong magnets like an iPad or speakers? Anything magnetic can really affect the watch, just curious. Hopefully it will be sorted out shortly! Good Luck

iPads have strong magnets..?

[cop414]

Originally Posted by rmfnla

iPads have strong magnets..?

speakers yes, ipads...

[REDiesel]

Originally Posted by rmfnla

iPads have strong magnets..?

Yes, for the covers and other accessories.

[bdex75]

Originally Posted by REDiesel

Yes, for the covers and other accessories.

Oh yeah. Just gave me, I mean my wife, a reason for me to buy the new blue GV.


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[1995akcoop]

damn thats terrible. i wouldnt do business with them again

[neillfrith]

I meant the independent to buy it not to get the repair. The manager is supposed to be calling me tomorrow so I'll give you an update then. Thanks for listening to me moan.

No magnets or anything, the chap in New York said that the likely cause was either a too strong main spring or an over lubricated part (can't remember what he called it).

[neillfrith]

Here it is by the way

[HogwldFLTR]

Originally Posted by neillfrith

Attachment 531003

Here it is by the way

That really is about as perfect a DJ as I've ssen; beautiful. Good luck getting it all sorted out. To hell with that dealer btw.

[edchiang2014]

Originally Posted by neillfrith

Attachment 531003

Here it is by the way

Hi mate, the watch does look really good.

I guess when it comes to AD, its either a hit or miss in anywhere of the world, Ive been bumped into some really shitty one even though they are considered the biggest watch retail chain here and some local independent store here does deliver one of the best sales services I have had....

Good luck next time!

[OrangeSport]

I would have thought a magnetised watch would be way more than 25 seconds per dy out. It probably just needs a little adjusting. I very much doubt it will take six weeks. Rolex UK is usually quicker than that in my experience.

[OrangeSport]

Looks good. It is probably better to get your watch regulated than exchange for another which may or may not have other issues.

My wife's new Oyester Perpetual runs around 10 secs per day fast, with her wearing it half a day and resting it face up for the rest. Out of specs, and maybe it could be improved by resting positions or being sent back, but we would rather not have it opened for such a small deviation. 25 seconds is a bit much though...

[OrangeSport]

Which branch of GS was it by the way...?

[neillfrith]

Trafford Centre

[OrangeSport]

That's northeners for you





Sure it'll come back perfect..