Warranty service options

[Poodlopogus]

As I understand it, for warranty service, I have three options:

1. Send watch directly to one of the two corporate RSCs

2. Hand deliver my watch to any AD and have them send to RSC

3. Hand deliver my watch to an AD watchmaker authorized to make warranty repairs

Seems like #3 has the most advantages: likely shorter wait times; actually get to talk to watchmaker face to face; quite possibly a more experienced watchmaker; nothing to get lost in transit.

Anything I'm missing in terms of options or advantages of 1 or 2 over 3?

[drrd]

What is the watch reference and what is the fault?

[Poodlopogus]

Originally Posted by drrd

What is the watch reference and what is the fault?

A 3230 movement running out of spec (as many seem to these days). Watch is about two years old, and seems to average around -4/d (slowly declining from there).

Originally thought I'd wait until closer to end of warranty, since that's not too bad, but I've heard that the repairs seem a little more permanent now.

[sportsfan0704]

It’s possible that 3 is out of the question because it’s warranty. Rolex may want to only do it themselves at a service center, even if it’s an authorized dealer with a watchmaker.

[502 to Right]

Originally Posted by sportsfan0704

It’s possible that 3 is out of the question because it’s warranty. Rolex may want to only do it themselves at a service center, even if it’s an authorized dealer with a watchmaker.

Not true. My 3235 Datejust was out of spec with regard to amplitude. My Rolex AD watchmaker serviced it under warranty in about 3 weeks. They are permitted to do warranty work.

I always prefer to have my AD watchmaker do the work as we can discuss everything ahead of time and I know exactly what he can and cannot do. There are some things he cannot work on though. For example, a 15XX movement watch needs to go to an RSC. But he can work on any 30XX, 31XX, or 32XX movement.

[Poodlopogus]

Originally Posted by sportsfan0704

It’s possible that 3 is out of the question because it’s warranty. Rolex may want to only do it themselves at a service center, even if it’s an authorized dealer with a watchmaker.

If you look on the Rolex website at the service center locator, it has a bunch (maybe 75% of all - in the US at least) that are authorized to act as service centers. That means their watchmakers have parts accounts, may perform warranty service, and can issue the service guarantee card (that allows the watch to be re-serviced within two years by any other RSC/authorized service center).

[drrd]

I wouldn’t be in a big hurry at -4s.

I think they’d be more likely to service it (vs just tweak the rate) if it was running a bit slower with a history of clear and consistent decline.

Assuming it’s not a DS Challenge, any of the three options seems fine but I’d go for RSC.

[Poodlopogus]

Originally Posted by drrd

I wouldn’t be in a big hurry at -4s.

I think they’d be more likely to service it (vs just tweak the rate) if it was running a bit slower with a history of clear and consistent decline.

Assuming it’s not a DS Challenge, any of the three options seems fine but I’d go for RSC.

Yea, and if it weren't for the "known" issue, I'd feel exactly the same. Honestly, if they put it on a timegrapher and the amplitude is ok, then I'd probably just leave alone, or have them regulate).

[502 to Right]

Originally Posted by Poodlopogus

Yea, and if it weren't for the "known" issue, I'd feel exactly the same. Honestly, if they put it on a timegrapher and the amplitude is ok, then I'd probably just leave alone, or have them regulate).

The amplitude will drop before the rate does. But since most people don't have timegraphers they don't notice anything until the rate drops significantly.

[502 to Right]

Originally Posted by drrd

I wouldn’t be in a big hurry at -4s.

I think they’d be more likely to service it (vs just tweak the rate) if it was running a bit slower with a history of clear and consistent decline.

Assuming it’s not a DS Challenge, any of the three options seems fine but I’d go for RSC.

If the movement is out of spec with regard to amplitude they will fully disassemble the movement, clean it, and assemble it with the proper lubrication. They do not tweak anything for low amplitude. It's a full service.

And if the rate is out of spec it's a near certainty the amplitude is out of spec.

[Poodlopogus]

Originally Posted by 502 to Right

If the movement is out of spec with regard to amplitude they will fully disassemble the movement, clean it, and assemble it with the proper lubrication. They do not tweak anything for low amplitude. It's a full service.

And if the rate is out of spec it's a near certainty the amplitude is out of spec.

Yea, that's what I suspect. My attitude was always: if the watch is keeping time, I don't give a $#!+ what the amplitude is, but if the watch isn't keeping time, I'm assuming they'll find that issue when testing it.

[padi56]

Originally Posted by drrd

I wouldn’t be in a big hurry at -4s.

I think they’d be more likely to service it (vs just tweak the rate) if it was running a bit slower with a history of clear and consistent decline.

Assuming it’s not a DS Challenge, any of the three options seems fine but I’d go for RSC.

Have to agree especially when there are 86400 of them in a day.

[Easy E]

It is my understanding that 32 issues get sent to NY. Just send it to them direct

[502 to Right]

Originally Posted by Easy E

It is my understanding that 32 issues get sent to NY. Just send it to them direct

That is not my experience. If it is, it's a recent development.

[Poodlopogus]

Originally Posted by Easy E

It is my understanding that 32 issues get sent to NY. Just send it to them direct

Originally Posted by 502 to Right

That is not my experience. If it is, it's a recent development.

Perhaps if one brings the watch to an AD requesting that it be sent to corporate RSC, RUSA has instructed that all of them be sent to NY? That would (potentially) make sense if a decision was made to consolidate to one of the main locations.

However I have seen at least one AD-based watchmaker here mention doing 32xx warranty repairs.

[Mystro]

Send it to RSC Dallas with a copy/pic of your warranty card. Send it USPS Registered Mail.
They will absolutely adjust whatever is needed.

It is a very simply process.

[Kevin of Larchmont]

I would choose option 3-2-1 in that order. My preferred local AD is a Rolex Service Center and the watchmaker there does service and regulate for the known 32XX issue.

[1William]

My 124060 started losing time and then the bottom fell out. I took it to my AD who has a authorized Rolex Tech and a parts account. Because the watch was under warranty they would not work on it and off to the Dallas RSC. I really don't mind who does the service as long as it rectifies the issue and I get the warranty that come with a service. I do miss the watch though, as it got a lot of wrist time.

[Poodlopogus]

Originally Posted by 1William

My 124060 started losing time and then the bottom fell out. I took it to my AD who has a authorized Rolex Tech and a parts account. Because the watch was under warranty they would not work on it and off to the Dallas RSC. I really don't mind who does the service as long as it rectifies the issue and I get the warranty that come with a service. I do miss the watch though, as it got a lot of wrist time.

Interesting. So is your AD one that's listed on the website as being a service center, or they just have a watchmaker authorized to work on Rolexes for non-warranty work (or whose opening a Rolex won't void a warranty)?

[FlyinHawaiian]

Originally Posted by Poodlopogus

Interesting. So is your AD one that's listed on the website as being a service center, or they just have a watchmaker authorized to work on Rolexes for non-warranty work (or whose opening a Rolex won't void a warranty)?

My AD is listed as an authorized RSC per the Rolex website. However, they don't do warranty work!

[1William]

Originally Posted by Poodlopogus

Interesting. So is your AD one that's listed on the website as being a service center, or they just have a watchmaker authorized to work on Rolexes for non-warranty work (or whose opening a Rolex won't void a warranty)?

The AD's website says Authorized Rolex Service Center. I will inquire as to restrictions placed on them for warranty work.

[Chiboy]

My preference is 1, then 2, then 3.

3) I have more faith in the people employed by RSC than locally. It may be wrong. But especially if I am having a light polish done, I'd rather have Rolex's direct hires do it.

2) It cost $150 with insurance to send my Daytona to Dallas. But I got to choose the service center that I had heard the most positive things about, and since I sent it direct, they would communicate with me directly if there were any questions. The downside is the cost to ship.

Mine came back in several weeks from shipping out to arriving back. I thought that was more than acceptable.

[Poodlopogus]

Originally Posted by Chiboy

My preference is 1, then 2, then 3.

3) I have more faith in the people employed by RSC than locally. It may be wrong. But especially if I am having a light polish done, I'd rather have Rolex's direct hires do it.

2) It cost $150 with insurance to send my Daytona to Dallas. But I got to choose the service center that I had heard the most positive things about, and since I sent it direct, they would communicate with me directly if there were any questions. The downside is the cost to ship.

Mine came back in several weeks from shipping out to arriving back. I thought that was more than acceptable.

I've honestly wrestled with the question of who I'd want working on it, because on the one hand, there might be better oversight at RSC, better knowledge-sharing, and earlier access to updated components (that aren't announced as updated). On the other hand, I would imagine a stainless 3230 that only must be water tight to 100m goes to the most junior techs as it's literally the least complex/delicate configuration in the current lineup.

At the end of the day, the dilemma would be greater if it was a paid service. For warranty, if I have bad luck with one provider, I can always take it to a different one to have things redone.

[Harry-57]

I would take it back to the AD I bought it from.

If I had bought a used watch watch still in warranty I would contact a RSC.

If it was losing 4s a day I wouldn't do anything.