Rolex International Warranty Issues

[nextceo]

Hey Gang,

I was getting ready to purchase a 1 year old Sky Dweller last night and when I asked the Seller if the Warranty Card was stamped from a US AD, he said no...it is stamped from a Hong Kong Dealer...with everything written in Chinese. Before competing the purchase, I called the Rolex Warranty Center in New York this morning to make sure the Warranty would transfer with the watch. They said yes but only as long as I had the Original Receipt...which of course the seller does not.

I then was told that New York can be quite strict on the rules so I call the Dallas Rolex Repair Center. They told me the warranty transfers with the watch. Great, I thought..but just to make sure, I told her it was an International Warranty Card written in Chinese. She then had me email her a picture of the card and ran it past a Supervisor. When she called back an hour later, she said if the watch came into their Warranty Center, it would require a copy of the Original Receipt since its an International Warranty Card completed in a language other than English.

Have you guys heard of this before? I really wanted to purchase this watch but not if they wont honor the 4 remaining years on the Warranty...

Thanks for your thoughts...

[japenney]

It is completely at the discretion of the service center. You might be able to kick up a fuss and get them to honor it if you email the right people but I would probably just look for another watch. The sky-dweller is a big ticket item and if you find the right AD you can probably get close to grey market prices. Call around with cash ready and you would be surprised. AD's really want to sell these expensive items and they will negotiate with serious buyers unless its a boutique.

[Justinmg]

I don't understand that, if the watch is real and warranty card is real why do you need a receipt. If your car breaks under warranty they don't ask for the receipt, they just run the VIN. I can't believe for how over priced these watches are that they would do anything to get out of honoring a international warranty. Turns me off to Rolex.

[Watchgeek5000]

Originally Posted by Justinmg

I don't understand that, if the watch is real and warranty card is real why do you need a receipt. If your car breaks under warranty they don't ask for the receipt, they just run the VIN. I can't believe for how over priced these watches are that they would do anything to get out of honoring a international warranty. Turns me off to Rolex.

now you guys are learning! Rolex doesn't give a crap (pardon my language) and the sales people are just that. There the nicest people in the world until:
a) you want to resell them your watch (see what they offer for your "it doesn't lose value' watch
b) you have a problem with the watch
Sorry if I sound a bit bitter, but lately if been getting turned off to the brand myself. And IMO I think they may want to start rethinking there after sale practices.

[Bigsykedaddy]

Originally Posted by Watchgeek5000

now you guys are learning! Rolex doesn't give a crap (pardon my language) and the sales people are just that. There the nicest people in the world until:
a) you want to resell them your watch (see what they offer for your "it doesn't lose value' watch
b) you have a problem with the watch
Sorry if I sound a bit bitter, but lately if been getting turned off to the brand myself. And IMO I think they may want to start rethinking there after sale practices.

Not to mention if you change a bezel that didn't come on your model number (IE 116300 to a 116332) and send it in for service they will refuse it until you put the original bezel back on (even if it's a genuine Rolex part) lol.

[Chadridv]

I've received basically the same information from RSC nY and relayed the message numerous times here, where it's understandable not received a warm welcome.

I was however told a bill of sale from the person originally named on the card could sometimes work.

[faz]

Not many people would have the original receipt, hell, it could be a gift from your father in law, and he won't give you the receipt to tell you how much he paid for it.

While I have not had any experience with warranty work, I will find it hard to believe that a valid warranty card and an authentic watch would be refused service by Rolex.

Note: a phone call from some random dude to RSC center gets a different type of attention and response, than an actual warranty claim in person with a real watch and a real card and a real owner standing at the front desk.

I have bought 4 different rolexes form AD over the last 15 years, and a few here from TS and also used ones from private sellers in my town.... I have never had any problems with any of my watches during their warranty period, so you might be overthinking this a bit too much.

[BigCFM]

Originally Posted by faz

Not many people would have the original receipt, hell, it could be a gift from your father in law, and he won't give you the receipt to tell you how much he paid for it.

While I have not had any experience with warranty work, I will find it hard to believe that a valid warranty card and an authentic watch would be refused service by Rolex.

Note: a phone call from some random dude to RSC center gets a different type of attention and response, than an actual warranty claim in person with a real watch and a real card and a real owner standing at the front desk.

I have bought 4 different rolexes form AD over the last 15 years, and a few here from TS and also used ones from private sellers in my town.... I have never had any problems with any of my watches during their warranty period, so you might be overthinking this a bit too much.

This

[Vinny 1966]

I have my receipt and all paperwork from the AD as i bought my DJ2 new last month, So if i was in say America on holiday for example and i went in to an AD there with a problem with my watch they would not honour warranty as my receipt would be at home.

[RichM]

Originally Posted by Vinny 1966

I have my receipt and all paperwork from the AD as i bought my DJ2 new last month, So if i was in say America on holiday for example and i went in to an AD there with a problem with my watch they would not honour warranty as my receipt would be at home.

No. You or your wife's name is on the card and it comes from an American AD. Big diffence to Rolex here in the US. Anyway, you leave the watch with them and send them a copy of the bill of sale.

Edit: I'm assuming you bought and live in the USA. Regardless, you are the original owner and have all the necessary paperwork needed.

[nobbylon]

It's an international 'watch' warranty so if you have the card it makes no difference what language it's in or who's holding it.
Any AD who tells you otherwise is making up their own rules and so far I have never heard of Rolex themselves turning down any warranty claim.
That would go against one of the major selling points of an Oyster since manufacture started and go against the principle that you can get your watch fixed anywhere in the world.
Apart from all of the above, when the watch is serviced it receives a new warranty with a new card anyway.

[Saoirse32]

I've never had anything but positive experiences at the RSC in Beverly Hills and this includes warranty work from a pre-owned watch from Canada. They've always been easy to work with but I've heard NY is not.

[tomilg]

Okay, isn't the warranty card a plastic card with a magnetic strip on the back that the AD swipes or activates when the watch is purchased?

So, once it's activated, isn't that info transmitted to Rolex Corporate so they can track the the term of the 5 year warranty.....otherwise, if you're required to show the original receipt, what the hell do you need the warranty card for?

[RichM]

Originally Posted by nextceo

Hey Gang,

I was getting ready to purchase a 1 year old Sky Dweller last night and when I asked the Seller if the Warranty Card was stamped from a US AD, he said no...it is stamped from a Hong Kong Dealer...with everything written in Chinese. Before competing the purchase, I called the Rolex Warranty Center in New York this morning to make sure the Warranty would transfer with the watch. They said yes but only as long as I had the Original Receipt...which of course the seller does not.

I then was told that New York can be quite strict on the rules so I call the Dallas Rolex Repair Center. They told me the warranty transfers with the watch. Great, I thought..but just to make sure, I told her it was an International Warranty Card written in Chinese. She then had me email her a picture of the card and ran it past a Supervisor. When she called back an hour later, she said if the watch came into their Warranty Center, it would require a copy of the Original Receipt since its an International Warranty Card completed in a language other than English.

Have you guys heard of this before? I really wanted to purchase this watch but not if they wont honor the 4 remaining years on the Warranty...

Thanks for your thoughts...

Only thing new about this is it's the Dallas RSC. I knew it wouldn't be long before they started asking for the receipt.

OP If you didn't buy the watch from its original owner directly, then there is no way you could or would have the original sales receipt. You bought a used watch. Send them the bill of sale for your watch from the person you bought it from. If that's not acceptable, then basically they are telling you no warranty unless you are the original owner. No warranty on a used watch.

I got one watch left from an overseas AD and I can't wait to dump it.

Two of my last three watches went in for service. One small mag issue and the other one had a crooked cyclops and needed to be regulated. So when you read "ah you probably won't use the warranty" all I can say is, I did.

[nobbylon]

Exactly and seen as the warranty is watch determined and not owner, an original receipt is worthless. It's a nonsense move by RSC's in certain parts of the world. Why? who know's, maybe they think they are protecting new watch sales but if in any doubt I'd ship any watch off to Rolex in Switzerland and there won't be a problem.
Some of the stories I hear regarding the attitude of certain individuals at AD's and RSC's beggars belief. Anyone would think they actually owned Rolex.
If these individuals worked on commision instead of a wage I dare say you'd see a different attitude. Small brain, little to say and big stick come to mind.

[Hodog16]

Does the RSC in SF do warranty work? Since they are not strictly Rolex owned it seems like they wouldn't put people through the same nonsense.

[azguy]

It's BS, if the warranty goes with watch it should end there period. It's none of their business too see an original receipt. People move, things happen, hey lost, watches get sold, It's crap, plain and simple.

[Partagas]

RSC NY required my receipt when my Day-Date needed warranty work. I had the paperwork, so gave them copies of what they needed.

I bought the watch at an AD in France in '02 and the warranty work was done that same year. Obviously, this is several years ago, but that was my experience.

[nobbylon]

warranty only requires that
1/ watch sold by an AD
2/ card is filled out
3/ warranty is presented with watch

Nowhere does it say 'original owner' and no where does it say provide 'original purchase receipt'. Total BS by RSC's and I for one would ask them to show me in the warranty the actual terms they are using or else phone Rolex and speak to service in Switzerland while you are in the RSC. Don't accept snotty attitude from shop assistants whoever they work for.

[.brian.]

Wow. This is disappointing to hear if it is in fact true.

I suppose I should have done more in depth research, but I just assumed (from what I had read) as long as you had the warranty card, you were good to go.

My Submariner has a warranty card from Canada that was originally purchased in September, so it has the majority of the time left on the warranty. That was a huge reason I went with the watch that I did, and was willing to pay a little more for it.

I guess there is no one to blame but myself. Here is to hoping I never have to use it.

[Danny83]

They tell you alot of things over the phone ....... maybe they think You work for Rolex. If you had an issue it would be resolved in person.

[RichM]

Originally Posted by Danny83

They tell you alot of things over the phone ....... maybe they think You work for Rolex. If you had an issue it would be resolved in person.

Unless you live within striking distance from an RSC, you will more than likely have to mail it in and deal with them on the phone. If you take it to an AD and have them send it for you, the RSC will not deal with you on the phone, they will speak with the AD who will relay the info to you. At least that was the case for me when I had an AD mail my YM in. I'm no longer within driving distance of NYC just to take a watch in.

[77T]

San Francisco service center ought to follow policies like any other center. Remember the centers are an arm of the particular country unit (like Rolex USA here). So they do the work on their own nickel and then are recompensed by Rolex SA through an accounting process.

This is not unlike how auto dealer warranty works are managed by manufacturers.

Therefore, some latitude exercised in the past doesn't change policy with regard to proof. I certainly agree that a paper receipt is a step further than I wish to provide but it does accurately determine the actual date of sale (and inception date for warranty). Some cards are blank due to salestron error, some cards don't get swiped, some watches get stolen from dealers - so establishing if the warranty is still in force is a step the RSC must take.

[nobbylon]

Originally Posted by 77T

San Francisco service center ought to follow policies like any other center. Remember the centers are an arm of the particular country unit (like Rolex USA here). So they do the work on their own nickel and then are recompensed by Rolex SA through an accounting process.

This is not unlike how auto dealer warranty works are managed by manufacturers.

Therefore, some latitude exercised in the past doesn't change policy with regard to proof. I certainly agree that a paper receipt is a step further than I wish to provide but it does accurately determine the actual date of sale (and inception date for warranty). Some cards are blank due to salestron error, some cards don't get swiped, some watches get stolen from dealers - so establishing if the warranty is still in force is a step the RSC must take.

without a dared card yes, but with a dated card absolutely not.

[swish77]

The RSC in NYC tried to pull that nonsense about the original receipt with me a couple of years ago when I took in a Sea-Dweller for service under warranty (running fast). I responded, with attitude, that the watch was a gift from a good business partner and that I of course did not have the receipt, only the warranty card. The customer service rep went away in a snit for a couple of minutes but returned with a smile .... and took my watch in for service without any other questions.

[milgauss1349]

Originally Posted by swish77

The RSC in NYC tried to pull that nonsense about the original receipt with me a couple of years ago when I took in a Sea-Dweller for service under warranty (running fast). I responded, with attitude, that the watch was a gift from a good business partner and that I of course did not have the receipt, only the warranty card. The customer service rep went away in a snit for a couple of minutes but returned with a smile .... and took my watch in for service without any other questions.

Just wanted to say thanks for sharing your experience; I will use the advice to good effect. Thanks!


Sent from my iPhone using Tapatalk

[Tools]

Originally Posted by nextceo

. . .

Have you guys heard of this before? I really wanted to purchase this watch but not if they wont honor the 4 remaining years on the Warranty...

Thanks for your thoughts...

Yes, this comes up all the time. Everybody seems to want to get a "free" warranty and a half-price watch.

Gray Market imports do not have a valid warranty. It's that way for cameras, car parts, appliances, and a host of other consumer products including watches..

Rolex has the right to determine if this watch, or any other import, has a valid International warranty before they commit to warranty work.

[nobbylon]

Originally Posted by Tools

Yes, this comes up all the time. Everybody seems to want to get a "free" warranty and a half-price watch.

Gray Market imports do not have a valid warranty. It's that way for cameras, car parts, appliances, and a host of other consumer products including watches..

Rolex has the right to determine if this watch, or any other import, has a valid International warranty before they commit to warranty work.

If it's sold by a Rolex AD to a grey seller then it still has a card and therefore a warranty.
I really don't see why people are making this an issue as the warranty is fine.
Why do you think AD's are holding back warranty cards on Daytona's? They're not holding back original sales receipts!
The time you have an issue is when you don't have a matching card, it's that simple!

[Tools]

Originally Posted by nobbylon

If it's sold by a Rolex AD to a grey seller then it still has a card and therefore a warranty.
. . .!

Apples and oranges... You are talking about a reseller who is, essentially, selling a used watch which likely has a valid warranty.

Jomashops, Alan Furman, Costco, and a host of others, import their watches from other-market distributors, not legitimate purchases from an AD. They will tell you up-front, "no Rolex warranty" (as will many other Dealers who carry Gray Market products along-side Warrantied products). There are many of these watches being re-sold by folks who got them cheap and claim that they have a valid warranty.....they do not.

[MonBK]

Originally Posted by Tools

Apples and oranges... You are talking about a reseller who is, essentially, selling a used watch which likely has a valid warranty.

Jomashops, Alan Furman, Costco, and a host of others, import their watches from other-market distributors, not legitimate purchases from an AD. They will tell you up-front, "no Rolex warranty" (as will many other Dealers who carry Gray Market products along-side Warrantied products). There are many of these watches being re-sold by folks who got them cheap and claim that they have a valid warranty.....they do not.

Thanks Larry.