New Rolex Running 2 1/2 Hours Slow

[MC17]

Hi Everyone,
This is my first post but have been following this forum for a while.

The Rolex is actually my wife's that I purchased for her. I own a Breitling Avenger II with blue dial.

Anyway, we purchased the DateJust 36mm in February 2017 and a number of times even after winding and wearing it the watch was 2 1/2 hours behind time. We didn't realize it was an an issue until yesterday it was running, the second hand was moving but it was 2 1/2 hours slow. The watch was wound and worn the day before and it was the correct time then. My wife takes extreme care of this watch so it hasn't had any falls or bangs.

Has anyone seen a brand new watch this far off? What's with the Rolex Quality Control?

My wife is not happy and since this was our 1st Rolex purchase it has put us off the brand. We took it back to the AD and they are testing it and most likely will send to Rolex for service. Not sure we can trust the watch now since a brand new watch needs servicing. We keep thinking this might happen again. We want them to replace the watch with a new one but the AD said that Rolex rarely replaces or exchanges watches and they will fix it. Since this was a final sale we can't return it.

Also, Has anyone complained to Rolex HQ on their watch quality and did they get a response? If so, what was the outcome?

Any advice?

Thanks

[watchwatcher]

Have you spoken with the dealer you bought the watch from? I think that would be my first step as opposed to Rolex HQ.

[CLTRolex]

Bring it back to the AD and have them regulate it, no need to send it back. WELCOME TO THE FORUM!!!

[MonBK]

Did you buy it as a new watch and what do you mean by final sale?

[Tools]

Originally Posted by MC17

. . . Has anyone seen a brand new watch this far off? What's with the Rolex Quality Control?


Thanks

This is why Rolex provides a full warranty.

[phez]

I had an issue with a DD40 within 10 days of purchase and Rolex replaced it with a new watch direct from Geneva

[Ticknaway]

Don't let this issue put you off to the brand, it doesn't matter what the item it is or the company that makes it , whenever there's a human element errors are gonna exist. you just happened to a get one of the few that made through the process by mistake. The odds of getting another Rolex that is so small, it's not enough to worry about. Let the warranty process play out and I bet you'll love the watch.

[Flstfirider]

Have your AD send it in for warranty service. Unfortunately turn around is about 5-6 weeks, but RUSA will service it and return it within operating specs.

[MC17]

Thanks Everyone for the warm welcome and advise.

Hi Watchwatcher - Yes, they have the watch right now and they are checking if what we showed is true. They are holding it for 2 to 3 days for observation. Once they test it they will decide to send to Rolex for servicing.

Hi MonBk - YEs this was a new watch sale from an Authorized Dealer(They are listed on Rolex's site), they said that once they register the watch with Rolex it's a final sale and no return.

Hi phez - Well that's what we are hoping they will do. :)

Hi Flstfrider - Yeah we know it takes awhile. The Asst Store Manager and Rolex AD manager said she could expedite the service so it won't take as long but we still won't have the watch for a few weeks. :(

Sorry if U didn't post this right, I'm still learning how to do these things :)

[MC17]

Sorry meant to add.

Hi CLTROLEX - The AD said they will not open the back of the Rolex, will only sent to the RSC for anything, recalibration or to regulate it.

[jeffgo888]

Send it back and don't let this discourage you....

Sent from my SM-N900V using Tapatalk

[MC17]

Yes, The AD has it right now and it checking if it's really running slow. Once they are convinced they will sent to Rolex for servicing. I was really asking if we are not satisfied with the result from the Service to contact Rolex HQ about it.

[MC17]

Yes, it was a new sale and the AD said that once they register the watch they it can't be returned.

[MC17]

Thanks for the welcome CLTROLEX. :)

[MC17]

I hope so, it's a beautiful watch and my wife really loves it but we feel that for such a high level item that it should have been working better. I know these watches aren't exact timekeepers but it should be seconds or minutes not hours.

[MC17]

Yeah, it's only a month and a half old so definitely under the warranty. It's not fun having it gone when you only had for that amount of time. :(

[MC17]

The AD did say that when they send to the RSC that she would ask for an expedited service. Not sure how much will cut off the time.

[MC17]

Thanks, we trying not too but it's almost like when you finally meet your idol in person and they are not at all as you imagine them. :)

[MC17]

Thanks everyone for the welcome and advise. I'm new to this forum thingy and are still trying to work out how things work. I'm sorry if I'm putting things in the wrong place or not answering the right thread.

[blue16613]

Originally Posted by MC17

Thanks everyone for the welcome and advise. I'm new to this forum thingy and are still trying to work out how things work. I'm sorry if I'm putting things in the wrong place or not answering the right thread.

You're good.....we all understand and sympathize with your angst.

This will all be fine. You made an excellent purchase; you and your wife will long treasure the watch. Rolex & their AD will stand behind it. You can "trust" them to make it right for you.

Welcome to TRF!

[No SUBctitute]

Originally Posted by MC17

Yes, it was a new sale and the AD said that once they register the watch they it can't be returned.

The AD said you can't return it because its "registered?"

BS.

2 1/2 hours off? I would request a new watch. (Although I'm still trying to figure out how it took you over a month to know that your watch was running 2 1/2 hours slow.)

[blue16613]

Originally Posted by No SUBctitute

The AD said you can't return it because its "registered?"

BS.

2 1/2 hours off? I would request a new watch. (Although I'm still trying to figure out how it took you over a month to know that your watch was running 2 1/2 hours slow.)

I was wondering if anyone was going to ask this question!!!!

[MC17]

Originally Posted by No SUBctitute

The AD said you can't return it because its "registered?"

BS.

2 1/2 hours off? I would request a new watch. (Although I'm still trying to figure out how it took you over a month to know that your watch was running 2 1/2 hours slow.)

That's what the AD said and it's even printed on the receipt as Final Sale.


Yeah, I know. But it was working ok the first few weeks. What it was doing was still running but the time would slow up, it happened last week and we ignored it because we thought we might have forgot to wind it but then when it did it again yesterday we knew there was something wrong because we were kind of watching it after the first time so we knew we wound it on Friday.

We got a call from the AD after being wound yesterday when we brought it to the AD it stopped today before 24 hours were up and the AD said there is definitely something wrong and is sending to service tomorrow. She will put in the service request that we want a new watch. Lets see what Rolex will do.

Will keep everyone updated.

Thanks

[MC17]

Originally Posted by blue16613

You're good.....we all understand and sympathize with your angst.

This will all be fine. You made an excellent purchase; you and your wife will long treasure the watch. Rolex & their AD will stand behind it. You can "trust" them to make it right for you.

Welcome to TRF!

Thanks blue16613. I think I got the quote thing now. Yeah.

But my wife said she will not get me a Rolex for my upcoming birthday because of this situation. I think it's just an excuse for her not to buy me one.

[blue16613]

Originally Posted by MC17

Thanks blue16613. I think I got the quote thing now. Yeah.

But my wife said she will not get me a Rolex for my upcoming birthday because of this situation. I think it's just an excuse for her not to buy me one.

Be cool. All will be fine!

Kind of hard to ask this without the risk of offending you...which I don't mean to do....but you and your wife do know her watch is self winding, don't you? If she was wearing it regularly and has a normal lifestyle it should not have required any winding.

Just saying.........

[Old Geezer]

Originally Posted by MC17

Hi Everyone,
This is my first post but have been following this forum for a while.

The Rolex is actually my wife's that I purchased for her. I own a Breitling Avenger II with blue dial.

Anyway, we purchased the DateJust 36mm in February 2017 and a number of times even after winding and wearing it the watch was 2 1/2 hours behind time. We didn't realize it was an an issue until yesterday it was running, the second hand was moving but it was 2 1/2 hours slow. The watch was wound and worn the day before and it was the correct time then. My wife takes extreme care of this watch so it hasn't had any falls or bangs.

Has anyone seen a brand new watch this far off? What's with the Rolex Quality Control?

My wife is not happy and since this was our 1st Rolex purchase it has put us off the brand. We took it back to the AD and they are testing it and most likely will send to Rolex for service. Not sure we can trust the watch now since a brand new watch needs servicing. We keep thinking this might happen again. We want them to replace the watch with a new one but the AD said that Rolex rarely replaces or exchanges watches and they will fix it. Since this was a final sale we can't return it.

Also, Has anyone complained to Rolex HQ on their watch quality and did they get a response? If so, what was the outcome?

Any advice?

Thanks

It's unfortunate but it happens. My wife's 8 month old DJ31 is being shipped to Dallas Rolex service center tomorrow because its not keeping good time. I previously had a Submariner that required regulation after about 1 year. My other Rolex watches have kept great time and didn't require anything outside of the routine service after I had worn them many years.
Don't let it sour you on the brand.

[HogwldFLTR]

I had my wife's Tudor serviced because it wouldn't keep running; after receiving it back, a couple of weeks later it exhibited the same behavior. I had it shipped back and they repaired it saying there was evidence of impact and saying they wouldn't repair it again. There was no impact; I believe they didn't repair it right the first time. At any rate they could find some damage which they claim is the fault of the owner and refuse to fix at their cost. In my case they fixed it a second time but with a complaint on their part. Oh, the initial service cost $1500.

[MC17]

Originally Posted by blue16613

Be cool. All will be fine!

Kind of hard to ask this without the risk of offending you...which I don't mean to do....but you and your wife do know her watch is self winding, don't you? If she was wearing it regularly and has a normal lifestyle it should not have required any winding.

Just saying.........

Blue - no worries.

Yes, we know that. That's why we knew something was wrong because she had wound it the day before as the AD told us and she was actually wearing it when the time slowed. The second hand was moving but it wasn't the right time. And yes it was set to the right time before that. The AD did a test in the store and after being fully wound stopped before 24 hours were over and when she picked it up the second hand started moving again. So it's going to service today.

[MC17]

Originally Posted by Old Geezer

It's unfortunate but it happens. My wife's 8 month old DJ31 is being shipped to Dallas Rolex service center tomorrow because its not keeping good time. I previously had a Submariner that required regulation after about 1 year. My other Rolex watches have kept great time and didn't require anything outside of the routine service after I had worn them many years.
Don't let it sour you on the brand.

Yeah, I know things like this could happen but Rolex has such a big name you don't think it would be their watches. You would think this would have been caught in quality control but I guess things do slip through.

[MC17]

Originally Posted by HogwldFLTR

I had my wife's Tudor serviced because it wouldn't keep running; after receiving it back, a couple of weeks later it exhibited the same behavior. I had it shipped back and they repaired it saying there was evidence of impact and saying they wouldn't repair it again. There was no impact; I believe they didn't repair it right the first time. At any rate they could find some damage which they claim is the fault of the owner and refuse to fix at their cost. In my case they fixed it a second time but with a complaint on their part. Oh, the initial service cost $1500.

They better not say we did something to the watch. My wife babied her watch and was EXTREMELY careful with it. There was no way we did anything to this watch.