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frankinthebox · 15 March 2022, 04:26 AM

Wondering if anyone has run into this situation: I dropped off my Rolex at my local AD (new to the area and have never worked with them before) and when I checked in on status of the repair 6 weeks later, the AD told me the watch was lost by UPS on the way to Rolex Service Center! I wonder what to expect from the AD in terms of remedy for this? Obviously the AD didn't "lose" the watch and it is insured from UPS. Thoughts or experience with this kind of thing?

Tools · 15 March 2022, 06:39 AM

Your "contract" is with the AD, not UPS or whoever they used to ship it. Generally, RSC doesn't accept UPS. unless that has changed recently.

The AD has insurance to cover loss/damage of customer goods that they are in charge of. Whatever they do to interface with the shipper isn't any concern of yours.

ndrs63 · 17 March 2022, 04:58 AM

Quote:

Originally Posted by Tools

Your "contract" is with the AD, not UPS or whoever they used to ship it. Generally, RSC doesn't accept UPS. unless that has changed recently.

The AD has insurance to cover loss/damage of customer goods that they are in charge of. Whatever they do to interface with the shipper isn't any concern of yours.

Hopefully, insurance is not just for msrp

Sent from my iPhone using Tapatalk

JohnnyW · 17 March 2022, 06:34 AM

There is no MSRP as the watch is no longer made. Also, how the AD chooses to insure items is their concern and has no bearing on any claim the OP has.

The company should have terms & conditions that the OP agreed to that would define their liability. Assuming that they haven't told the OP, in advance, what these terms are then it is a matter of coming to an equitable solution, and it sounds like that is what will happen.

All companies have issues like this. Bad things happen, but it is how they respond that counts, and we don't know that yet. Let's delay the legal rhetoric and naming and shaming of the AD for now!

2loaded · 15 March 2022, 06:47 AM

Yikes.
It is on the AD to rectify.

ian.thomas · 15 March 2022, 06:52 AM

Ugh! Good luck, I hope it gets resolved soon and correctly.

I'm so glad I can just walk into RSC-Dallas to drop off and pick up.

paxjedi · 15 March 2022, 06:55 AM

You basically just sold your watch to the AD at market value.
They have shipping insurance, and they have business insurance.
It might take a while but you should be covered.
Otherwise, they just give you a new one.

.

whiskyrolex · 15 March 2022, 06:57 AM

The AD only notified you of its disappearance after you checked in 6 weeks later?

Wobbly · 15 March 2022, 07:33 AM

Quote:

Originally Posted by whiskyrolex

The AD only notified you of its disappearance after you checked in 6 weeks later?

That’s what I was thinking.

Looks like the AD aren’t that bothered.

Pimpsy · 15 March 2022, 07:46 AM

Quote:

Originally Posted by Wobbly

That’s what I was thinking.

Looks like the AD aren’t that bothered.

Maybe they didn't notice it was never received until checking on it?

I'm sure they will make good on it; hopefully it wasn't a very rare piece.

Let us know how it goes.

train-time · 15 March 2022, 06:58 AM

Odd that they said it went UPS, used to be RSC would only accept USPS Registered Package. I guess the AD owes you a new watch.

whiskyrolex · 15 March 2022, 07:02 AM

Quote:

Originally Posted by train-time

Odd that they said it went UPS, used to be RSC would only accept USPS Registered Package. I guess the AD owes you a new watch.

As an individual, the only way in which a customer could insure a watch in transit is via USPS Registered, which is why RSC recommends that.

However as a business, they likely have third party insurance, thus I doubt RSC cares which carrier is used to ship the watch.

Mystro · 15 March 2022, 06:58 AM

It’s the AD’s responsibility regardless who they shipped from. Don’t let them make their UPS issue yours. That is their problem.
Best case scenario is they get you a replacement watch. Giving you a msrp insurance check is a far second place option.

Chewbacca · 15 March 2022, 07:01 AM

I hope you get your watch back.

Bigmozza · 15 March 2022, 07:02 AM

It’s the AD fault you left it with them so it was there responsibility, they owe you a watch simple as don’t let them off with it, good luck my friend

OrangeSport · 15 March 2022, 07:05 AM

What did the AD say they would do to fix it?

Laostuh · 15 March 2022, 07:09 AM

Where in CA is this? Just curious to make sure I don't drop my watch off at that AD.. Also if you're in LA I believe there is a RSC in Beverly Hills? I've never used them but at least you could drop it off directly as opposed to having to mail it.

blada4life · 15 March 2022, 07:15 AM

curious what ends up happening with this.

brucethemanlee · 15 March 2022, 07:26 AM

What watch was lost ?

Sent from my iPhone using Tapatalk

frankinthebox · 16 March 2022, 09:34 PM

Quote:

Originally Posted by brucethemanlee

What watch was lost ?

Sent from my iPhone using Tapatalk

Explorer 1 39mm 214270. Was a present to myself for competing a long standing personal goal.

alangloi · 18 March 2022, 02:27 AM

Quote:

Originally Posted by frankinthebox

Explorer 1 39mm 214270. Was a present to myself for competing a long standing personal goal.

Same watch, sent from my AD, now 14 weeks and counting. Not a clue where it was sent to.

mfserge · 15 March 2022, 07:27 AM

Better lawyer up because this won’t be easy. They should have it insured while in transit, but what if they dont? What if there is a cap on the limit of insurance and the value of the item exceeds that limit? Will their commercial liability insurance cover items in their care/custody/control? Since the items was handed off to a shipping carrier was it still under their care/custody/control? Is the watch still produced? Can it be replaced? What about it’s sentimental value?

Ya Better Call Saul.

al503 · 15 March 2022, 07:57 AM

Quote:

Originally Posted by mfserge

Better lawyer up because this won’t be easy. They should have it insured while in transit, but what if they dont? What if there is a cap on the limit of insurance and the value of the item exceeds that limit? Will their commercial liability insurance cover items in their care/custody/control? Since the items was handed off to a shipping carrier was it still under their care/custody/control? Is the watch still produced? Can it be replaced? What about it’s sentimental value?

Ya Better Call Saul.

Before you lift up the draw bridge, slap on the body armor, retain an attorney and stress/worry about all these what ifs, I'd try to have a nice conversation with the AD to get a feel for how amicable/professional (or not) they intend to handle the situation.

mfserge · 15 March 2022, 08:13 AM

Quote:

Originally Posted by al503

Before you lift up the draw bridge, slap the body armor, retain an attorney and stress/worry about all these what ifs, I'd try to have a nice conversation with the AD to get a feel for how amicable/professional (or not) they intend to handle the situation.

Of course have the convo and hope the AD does the right thing.. but be ready lawyer up cause there will be lots of finger pointing and the only one with anything to lose in the OP. Hopefully the AD does what’s right and makes you whole.

OG1982 · 16 March 2022, 10:24 PM

Quote:

Originally Posted by mfserge

Of course have the convo and hope the AD does the right thing.. but be ready lawyer up cause there will be lots of finger pointing and the only one with anything to lose in the OP. Hopefully the AD does what’s right and makes you whole.

I'm getting glass half empty vibes from this one...

Romi-Omi · 15 March 2022, 02:04 PM

Quote:

Originally Posted by al503

Before you lift up the draw bridge, slap on the body armor, retain an attorney and stress/worry about all these what ifs, I'd try to have a nice conversation with the AD to get a feel for how amicable/professional (or not) they intend to handle the situation.

I agree. Why do people feel the need to "lawyer up" first thing. We're talking about a AD, not some shady back alley watch dealer. There is no reason to assume they wont replace your watch. ADs don't becomes AD by ripping people off. Things get lost/stolen during transport all the time and ADs def have a SOP on how to remedy the situation.

mfserge · 15 March 2022, 07:27 AM

Duplicate post

Brenngun · 15 March 2022, 07:36 AM

You want to hold out for a replacement watch not insured value.

chet · 15 March 2022, 07:39 AM

If you handle this situation properly, you've got a chance to enhance your relationship with this AD. Mistakes and mishaps happen--act like a gentleman, and give them the chance to make it right.

Pimpsy · 15 March 2022, 07:47 AM

Quote:

Originally Posted by chet

If you handle this situation properly, you've got a chance to enhance your relationship with this AD. Mistakes and mishaps happen--act like a gentleman, and give them the chance to make it right.

Good point. Not really terrible to have an AD feeling as though they owe you a solid. :)

15 March 2022, 04:26 AM	#1
frankinthebox "TRF" Member Join Date: Apr 2019 Location: CA, USA Watch: Patek 5320G Posts: 7	Watch lost on way from AD to RSC Wondering if anyone has run into this situation: I dropped off my Rolex at my local AD (new to the area and have never worked with them before) and when I checked in on status of the repair 6 weeks later, the AD told me the watch was lost by UPS on the way to Rolex Service Center! I wonder what to expect from the AD in terms of remedy for this? Obviously the AD didn't "lose" the watch and it is insured from UPS. Thoughts or experience with this kind of thing?

15 March 2022, 06:39 AM	#2
Tools TRF Moderator & 2024 SubLV41 Patron Join Date: May 2007 Real Name: Larry Location: Mojave Desert Watch: GMT's Posts: 43,514	Your "contract" is with the AD, not UPS or whoever they used to ship it. Generally, RSC doesn't accept UPS. unless that has changed recently. The AD has insurance to cover loss/damage of customer goods that they are in charge of. Whatever they do to interface with the shipper isn't any concern of yours. __________________ (Chill ... It's just a watch Forum.....) NAWCC Member

15 March 2022, 06:52 AM	#6
ian.thomas 2024 SubLV41 Pledge Member Join Date: Oct 2006 Location: Dallas Posts: 1,365	Ugh! Good luck, I hope it gets resolved soon and correctly. I'm so glad I can just walk into RSC-Dallas to drop off and pick up. __________________ You're asking me how a watch works. For now, let’s just keep an eye on the time.

15 March 2022, 06:55 AM	#7
paxjedi "TRF" Member Join Date: Dec 2021 Real Name: Montemayor Location: Madrid Posts: 425	You basically just sold your watch to the AD at market value. They have shipping insurance, and they have business insurance. It might take a while but you should be covered. Otherwise, they just give you a new one. . __________________ You never actually own a Rolex. Eventually your son inherits your place on the waiting list.

15 March 2022, 06:58 AM	#13
Mystro 2024 SubLV41 Pledge Member Join Date: Dec 2009 Real Name: The Mystro ;) Location: Central Pa. Posts: 15,513	It’s the AD’s responsibility regardless who they shipped from. Don’t let them make their UPS issue yours. That is their problem. Best case scenario is they get you a replacement watch. Giving you a msrp insurance check is a far second place option. __________________

17 March 2022, 06:34 AM	#4
JohnnyW "TRF" Member Join Date: Jan 2022 Location: Edinburgh Posts: 54	There is no MSRP as the watch is no longer made. Also, how the AD chooses to insure items is their concern and has no bearing on any claim the OP has. The company should have terms & conditions that the OP agreed to that would define their liability. Assuming that they haven't told the OP, in advance, what these terms are then it is a matter of coming to an equitable solution, and it sounds like that is what will happen. All companies have issues like this. Bad things happen, but it is how they respond that counts, and we don't know that yet. Let's delay the legal rhetoric and naming and shaming of the AD for now!

15 March 2022, 06:47 AM	#5
2loaded "TRF" Member Join Date: Jun 2016 Location: USA Watch: es watches Posts: 2,107	Yikes. It is on the AD to rectify.

15 March 2022, 06:57 AM	#8
whiskyrolex "TRF" Member Join Date: Apr 2021 Location: Tokyo Posts: 611	The AD only notified you of its disappearance after you checked in 6 weeks later?

15 March 2022, 06:58 AM	#11
train-time 2024 SubLV41 Pledge Member Join Date: Feb 2009 Real Name: Plankton Location: US Watch: less Posts: 4,161	Odd that they said it went UPS, used to be RSC would only accept USPS Registered Package. I guess the AD owes you a new watch.

15 March 2022, 07:01 AM	#14
Chewbacca Banned Join Date: May 2012 Real Name: CJ Location: Kashyyyk Watch: Kessel Run Chrono Posts: 21,112	I hope you get your watch back.

15 March 2022, 07:02 AM	#15
Bigmozza "TRF" Member Join Date: Jul 2013 Location: Uk Posts: 659	It’s the AD fault you left it with them so it was there responsibility, they owe you a watch simple as don’t let them off with it, good luck my friend

15 March 2022, 07:05 AM	#16
OrangeSport "TRF" Member Join Date: Oct 2011 Real Name: Jason Location: Essex, UK Watch: 14060M Posts: 2,943	What did the AD say they would do to fix it? __________________

15 March 2022, 07:09 AM	#17
Laostuh "TRF" Member Join Date: Jan 2017 Location: Los Angeles Posts: 947	Where in CA is this? Just curious to make sure I don't drop my watch off at that AD.. Also if you're in LA I believe there is a RSC in Beverly Hills? I've never used them but at least you could drop it off directly as opposed to having to mail it.

15 March 2022, 07:15 AM	#18
blada4life "TRF" Member Join Date: Jan 2014 Location: USA Posts: 1,044	curious what ends up happening with this.

15 March 2022, 07:26 AM	#19
brucethemanlee "TRF" Member Join Date: Apr 2016 Location: 1 of 13 Colonies Posts: 8,575	What watch was lost ? Sent from my iPhone using Tapatalk

15 March 2022, 07:27 AM	#22
mfserge Banned Join Date: Aug 2011 Location: USA Watch: YM40 Rhodium Posts: 901	Better lawyer up because this won’t be easy. They should have it insured while in transit, but what if they dont? What if there is a cap on the limit of insurance and the value of the item exceeds that limit? Will their commercial liability insurance cover items in their care/custody/control? Since the items was handed off to a shipping carrier was it still under their care/custody/control? Is the watch still produced? Can it be replaced? What about it’s sentimental value? Ya Better Call Saul.

15 March 2022, 07:36 AM	#28
Brenngun 2024 SubLV41 Pledge Member Join Date: Mar 2010 Real Name: Rick Location: Smokin' Heaven Watch: Rolex & Tudor Posts: 3,866	You want to hold out for a replacement watch not insured value. __________________ Simple solutions solve complexed problems more often than complexed solutions solve simple problems!

15 March 2022, 07:39 AM	#29
chet "TRF" Member Join Date: Feb 2010 Location: Chicago Posts: 113	If you handle this situation properly, you've got a chance to enhance your relationship with this AD. Mistakes and mishaps happen--act like a gentleman, and give them the chance to make it right.

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