Rolex Warranty Repair & "Open Warranty Card"

[wiley1]

I want to share with the community my recent experience taking my less than two year old GMT master to the Rolex Store in Century City (LA) CA for repair after the welds at the clasp of the bracelet failed. The warranty card that came with my watch was left blank. My watch was a gift so I contacted the jeweler on the card. During our discussion I quizzed them and they were VERY clear with me that: 1. Rolex didn’t have the date of sale; 2. Rolex would be extremely unlikely to contact the jeweler and; 3 Rolex would be required to service the watch under warranty so long as the date hand written on the card was within the two year warranty period. I mention this because I’ve read debate on the subject of “open warranty cards” and wanted to share this info. That’s the good news. The bad news is that in order to repair the clasp on the watch I was asked first to drop off the bracelet (so I could keep using the watch with a leather strap), then to fax in a copy of my warranty card, then a week later to return to the Rolex store to drop off the watch (as they wouldn’t service the bracelet alone), then another week later to return again to drop off the actual card. After nearly a month of trips to the Rolex store, Rolex Dallas began the 2 week, then 4 week and then eventually 6 week repair. When I eventually picked my watch up they tried to charge me $75 shipping –even though the repair was officially a warranty repair. The final act of idiocy of the staff was when I asked them to set the watch and put the GMT hand to GMT (oh yes I had to ask) they did it wrong. The GMT was off an hour. And the date flipped over at noon not midnight… I'm not making this up. BTW: the case on my watch came back with scratches that weren't there before. Probably they packed it with rocks instead of packing peanuts. Nothing would surprise me with these monkeys. Clearly ALL the attention to detail goes INSIDE the watch, leaving ABSOLUTELY NOTHING for customer service.

[(213)GMT]

Sorry to hear about your frustrating experience. I've had nothing but good experiences at that particular AD.

Strange they asked you to just drop off the bracelet. One day I was in there and the manager was giving me a big sch-peel about how only an authorized AD should be doing bracelet swaps and how doing it yourself "decreases the value".

[padi56]

Originally Posted by (213)GMT

Sorry to hear about your frustrating experience. I've had nothing but good experiences at that particular AD.

Strange they asked you to just drop off the bracelet. One day I was in there and the manager was giving me a big sch-peel about how only an authorized AD should be doing bracelet swaps and how doing it yourself "decreases the value".

Perhaps then a authorised AD should only wind or set the time/date on the buyers watch.Changing a bracelet is not rocket science and myself would sooner do it myself, I have seen some ADs work.

[TopNotchChach]

Sorry to hear about this. :(

[Lion]

I'm sorry to hear of your poor experience with RSC. I have sent my watch into them for work under warranty and had a good experience...hopefully you will not have any more problems!!!