What is Current Process to Send Watch to Dallas Rolex Service Center?

[No SUBctitute]

My buddy called RSC Dallas to clarify a few things about sending his Submariner in for a service. He referred to the attached guidance about packing properly, using the brown tape, and sending USPS.

The person he was talking to at Dallas RSC said that they recently changed their policy about receiving watches, and that it was no longer necessary to use brown tape and send it USPS. They told him to just take it to FEDEX and have them send it to RSC Dallas.

But when he took it to FEDEX, they told him that the maximum they could insure it for was $1500. Why would Rolex instruct him to send it via FEDEX if they could only insure it for $1500? He even talked to a manager and that is what they told him.

Can anyone confirm what are the accurate instructions from Dallas RSC on how to send a watch in for service?

[Fleetlord]

Never understood why RSC required registered mail to send to them, but shipped it back FED EX?

You can get additional insurance (parcel pro), but through a secondary policy, but that’s hard to do without being a business with references.

Registered mail still would be the easiest for insurance as a consumer

[IBJanky]

Save yourself the headache of trying to figure things out, and just send it in just like that instruction sheet says, via USPS Registered mail. You can insure it up to $50,000 USD. Registered Mail is slower, but it's one of the safest methods of shipping your watch.

I recently just sent my watch to the Dallas RSC using Registered Mail, and no issues at all.

[1William]

Registered Mail.

[sah]

Any advantage to having the Rolex AD send it?

[Kevin of Larchmont]

It was explained to me once at a FedEx store that a business with a FedEx account has options for higher levels of insurance coverage available to them through their FedEx account while a retail over-the-counter FedEx customer is limited to $1500 insurance coverage. I cannot vouch for accuracy of this, only that I had the conversation.

[enjoythemusic]

Imho avoid FedEx / UPS... use USPS registered. My AD Mayors will send it in, so easy drop off and pick up.

[ArtNouveau]

I’ve only had one dealing with RSC in recent years, my AD sent it in for me at their cost. Warranty work.

[Calatrava r]

Originally Posted by sah

Any advantage to having the Rolex AD send it?

No, unless they will pay the shipping charges for you.

[No SUBctitute]

Originally Posted by Fleetlord

Registered mail still would be the easiest for insurance as a consumer

Originally Posted by IBJanky

Save yourself the headache of trying to figure things out, and just send it in just like that instruction sheet says, via USPS Registered mail.

Originally Posted by 1William

Registered Mail.

Originally Posted by Kevin of Larchmont

while a retail over-the-counter FedEx customer is limited to $1500 insurance coverage. I cannot vouch for accuracy of this, only that I had the conversation.

Originally Posted by enjoythemusic

Imho avoid FedEx / UPS... use USPS registered. My AD Mayors will send it in, so easy drop off and pick up.

That was quick and decisive. USPS.

Does Dallas RSC know that they are giving bad advice to customers as to how to send in their watch? Isn't this their job that they do every single day?????

[dajordan]

Your buddy talked to a mis-informed rep.

I sent mine in a few weeks ago - the pdf they send you doesn’t mention FedEx. It exclusively speaks of USPS registered mail and was very straightforward and easy to follow.

Rolex isn’t to blame for whatsoever - sounds like a 1 off scenario.

[No SUBctitute]

Does anyone have an email address for Dallas RSC?

[WatchTimes]

Originally Posted by No SUBctitute

Does anyone have an email address for Dallas RSC?

I suspect your buddy heard they would send it back FedEx not he can ship it FedEx.
I just talked to them a couple weeks ago and they were clear on the process for sending it as they always have been
If you have them ship you the return package they have instructions, tape etc all in there ready for you.

Just call, they don't do email to set up service.
The estimate etc can be done through email once they have your watch

I have two I am shipping out tomorrow and another I am going to request them to send me a service return kit. All three have not been serviced in at least 10 years so I am not complaining LOL! I have used them twice before but as I said its been years.

A negative to letting your AD send it in is Rolex will not contact you to ask if you want it polished or to approve the estimate, they will contact your AD and only speak to your AD. Most ADs do eat the shipping cost though and I don't think most ADs mark up the service cost.

IYKYK

[No SUBctitute]

Current price for for full service on a 5 digit Sub Date as of today is $850. Return postage is $65, and for kicks a new crown is $48.

[Kingranch]

Let’s say you use an AD and they send it to a RSC and the watch gets lost in the mail….who is responsible?

[Easy E]

I sent two in last year to the LI RSC. Used USPS registered both times. I was at first super freaked about using the US postal for anything other than a birthday card or a bill, but the lady at the counter told me with the declared value stated that package gets signed for every step of the way and they know exactly where it is and exactly who touches it at all times. As mentioned previously, they didn’t blink an eye when insured (with them) the package for $40k.

[vipereaper30]

You can send it in via FedEx but you need to make sure it only has paper tape just like with USPS registered. I know because they rejected a box of mine with clear tape on a couple of seams. Oh well save me a few extra lug and case back scratches!

[Tools]

Originally Posted by No SUBctitute

That was quick and decisive. USPS.

Does Dallas RSC know that they are giving bad advice to customers as to how to send in their watch? Isn't this their job that they do every single day?????

They are telling you how you can ship it, not how to insure it.

They have recently changed to accept FEDEX packaging, how you choose to insure your package, or not insure it, is up to you.

The "brown tape" and so forth is a requirement of USPS registered mail.

[SS Oyster]

Originally Posted by sah

Any advantage to having the Rolex AD send it?

Yes, you don't have to pay like $600 to insure a solid gold piece. You pay $0 for shipping if you send via your AD to the RSC.

[Culley22]

Does Rolex only send them back via FedEx? Up here in AK, I have a PO box for my home address. I can get a physical address to have it delivered, but it wouldn't be MY physical address.

[brandrea]

I drop off.

If I didn’t live an hour away from RSC, I’d simply take it to my AD and let them take care of sending it in.

The price is the same and they do RSC shipments all the time. I wouldn’t bother with the hassle

[173rdabn]

Late last year, I sent my Explorer II to RSC Dallas Via FedEx and insured it t for $8650.00. No problem, cost $1.00 per $100.00 in stated value.

[VictorGMT]

1 - The form says "NOTE: Do not mail the package Insured MailTM or Express MailTM. Only mail via Registered MailTM." This language is consistent on a form I was provided in 2019 for Milgauss repair. I believe my 2016 form read the same, but I can't find it.

But you are not mailing it, you are shipping it FedEx.

From RSC email to me May 30, 2024 "We strongly recommend that you address the package using the abbreviation noted below and send it via USPS Registered Mail or your preferred overnight carrier method."

So, don't hassle with USPS and brown tape. Send it Fedex.

2 - Insurance. FedEx has a retail insurance limit, and commercial shippers with FedEx accounts can exceed that.

3 - I confirmed in writing that my existing watch insurance (Cincinnati) would remain in effect during shipment:

"Coverage would be provided as long as it’s not shipped via US Postal service (look who insurers don't trust!), it would be covered while in transit and at any other location. The below limitation is in the policy, excluding damage for items shipped via USPS if over $10k in value. This doesn’t apply to UPS, FedEx, etc."

Shipped it FedEx, no issues.

Originally Posted by Kingranch

Let’s say you use an AD and they send it to a RSC and the watch gets lost in the mail….who is responsible?

You'll find out when it happens.

Added bonus, if AD ships, the RSC won't communicate with you, only the AD. You can ask the AD a question, they can ask the RSC, RSC answers the AD, then the AD tells you an answer.

You hope that at best the message doesn't suffer from "telephone game" or worse.

To save $80 or so on overnight shipping and have no real control over what is happening.

[Chiboy]

I shipped it myself Registered and insured for $50k in January. It cost about $145. I believe I got it back in three weeks. I “only” insured it for $50k because 1) that’s their limit, and 2) I had them do a light polish, which would suck most of the value of the watch anyway.

[jibby23]

I would avoid USPS registered mail at all costs. Their insurance is an auto-decline process that requires litigation. I had a non-watch article lost last year insured for $22k and it was painful, and unsuccessful to recover. I'd echo utilizing free AD shipping, and rely on private insurance to ship - not carrier provided if possible.