rolex warranty sucks

[etownrolex]

sorry guys but i have to vent here,
i have the Green Ceramic sub 116610LV,8 months old, i wear it to work everyday, i am a home builder, i finished pumping water out of a basement, got into my truck and i noticed the pearl marker on the bezel was missing. it was there earlier in the morning. so right away i call my AD and ask them what they need me to bring in for repair, at this point im assuming this will be covered under warranty because i didnt bang it against anything( if i did i would admit it) and the watch is only 8 months old. plus i looked at the bezel and no marks or dents on it. i should have took pictures but my first reaction was to get it to the store. i paid the 75 dollar insurance and was told maybe it may not be covered because it is an external problem. im like wtf, i thought these were built like tanks. so today i got a call from the AD that it wont be covered and it will cost 500 for a new bezel. they said rolex did a investigation and that there was a big blow to the watch, wtf, i would have felt it on my wrist if i knocked it against something plus watching a sump pump is not hard work. they said i was getting a discount and they will help my clean the watch, wow thanks for cleaning my watch that is 8 months old, i ask them to just put a new pearl on it and was told they will only put a whole new bezel. i ask for my old bezel back to confirm i am getting a new bezel and to look at the so call damage, and they said rolex does not give any old parts back. so im gonna pay the 500 bucks and gonna be sour about rolex for a while. im just disappointed at the warranty,

[andrew79]

have you checked with the RSC directly ? that AD seems fishy, no ?

[ktmd]

Something like that should be taken care of immediately with no questions asked. The bezel costs Rolex next to nothing, and even if you did hit your "tool" watch on something the marker should not fall off. I wonder what kind of investigation Rolex did, and if it was done at a RSC or just at the AD.

This is very disappointing indeed.

[zeuloa]

I would contact Rolex directly...

[etownrolex]

i will give rolex a call, and see if i can get a more detail report

[toph]

i think its shocking, how can they possibly determine the watch took a big bang?

[texex91]

Originally Posted by zeuloa

I would contact Rolex directly...

x2. No question. Call NYC or Dallas RSC.

[Jason71]

If I bought a Rolex from an AD, I would NEVER contact them for any warranty issues. I would contact RSC Dallas directly. Cut-out the middle man.

I am sorry for your loss.

Makes me glad that I typically wear the older style Sub/SD. Aluminum bezel inserts are CHEAP by that standard.

[handsfull]

Originally Posted by texex91

x2. No question. Call NYC or Dallas RSC.

X3....ALWAYS deal directly with RSC on warranty issues.

[onryo]

I agree that Rolex's warranty is a bit weak. Products with the quality (and price tag) of a Rolex should come with an unconditional lifetime warranty. I buy Leupold and Carl Zeiss optics because of they rock solid no questions asked warranties. Wish Rolex would do the same...

[Johny]

Originally Posted by zeuloa

I would contact Rolex directly...

x2

[mjm800]

So what even if you did bang it they should replace it.

Let me tell you about a watch company I recently had dealings with. My watch began to run fast the said send it in it's under warranty we'll check it out.

While it was there I said can you replace the crystal the watch sat too high in my watch winder and the crystal rubbed against the glass and some of the anti-glare coating came off...they said sure we'll do it no charge don't worry about it.

Then it took a lot longer to service the watch than I was quoted so they replaced the band and deployment clasp...and threw in a pair of cufflinks.

Next I broke a screw on a deployment clasp I broke it over tightening the screw. So I wrote and asked if I could buy one they said it should not have broke even if I over tighten it so they are sending me a new screw for free.

That's some outstanding customer service I bet if you talk to someone at Rolex they will replace it.

[Johny]

Originally Posted by etownrolex

i will give rolex a call, and see if i can get a more detail report

x2

[GradyPhilpott]

I would talk to them directly.

My warranty booklet states that the "...Rolex Oyster is fully guaranteed for 24 months."

[Rolex Junky]

Hope you sort this out soon. Good luck.

[etownrolex]

anybody have the phone numbers to rolex nyc or dallas?

[etownrolex]

im trying to find it online and cant find it

[masterserg]

I believe it is (214) 871-0500

[etownrolex]

thanks i found it, now i live in canada so im guessing they would have sent it to toronto for service

[Tw2ntyTwo]

Originally Posted by Jason71

If I bought a Rolex from an AD, I would NEVER contact them for any warranty issues. I would contact RSC Dallas directly. Cut-out the middle man.

I am sorry for your loss.

Makes me glad that I typically wear the older style Sub/SD. Aluminum bezel inserts are CHEAP by that standard.

Ouch! Being a little harsh to us AD's... All AD's should have a new form they use when sending out a watch for warranty work, or any other Rolex work for that matter. The form will force the AD to go over any and all issues with your Rolex, also displaying the price ranges for the different types of Rolex watches receiving service. It also comes with a check box towards the bottom stating "warranty" below the "special instructions" box. After the form is completed, the customer and AD will sign and date the bottom. If this isn't used, then they either have an on site Rolex Authorized Tech, or they are not an authorized Rolex dealer.

Needless to say, a bezel replacement still would in any case amount to $500. The dealer being used seems a little fishy. Have you used Rolex.com to find out if they were an actual authorized dealer?

Kyle

[Johny]

Originally Posted by Tw2ntyTwo

Ouch! Being a little harsh to us AD's... All AD's should have a new form they use when sending out a watch for warranty work, or any other Rolex work for that matter. The form will force the AD to go over any and all issues with your Rolex, also displaying the price ranges for the different types of Rolex watches receiving service. It also comes with a check box towards the bottom stating "warranty" below the "special instructions" box. After the form is completed, the customer and AD will sign and date the bottom. If this isn't used, then they either have an on site Rolex Authorized Tech, or they are not an authorized Rolex dealer.

Needless to say, a bezel replacement still would in any case amount to $500. The dealer being used seems a little fishy. Have you used Rolex.com to find out if they were an actual authorized dealer?

Kyle

glad to read an impartial opinion. can you put a pic of one of the forms on so that the members of the forum can see it? thank you.

[chazha]

Originally Posted by texex91

x2. No question. Call nyc or dallas rsc.

x3

[sleddog]

Did you take it to Gemoro's or Swedish??

[yachty 1]

I do think compared to some other high end watch companies they are below par with that ... Hublot president is given people and extra 4 year guarantee ...

[Roselló]

Originally Posted by texex91

x2. No question. Call NYC or Dallas RSC.

Wow. + 1.

[Tw2ntyTwo]

Originally Posted by Johny

glad to read an impartial opinion. can you put a pic of one of the forms on so that the members of the forum can see it? thank you.

Yeah sure! I'm back to the store at 10am tomorrow EST so I'll put it up then

[etownrolex]

it was gemoro, they are an AD, i didnt fill out any forms, they just gave me a ticket stub

[STP]

Originally Posted by mjm800

So what even if you did bang it they should replace it.

Let me tell you about a watch company I recently had dealings with. My watch began to run fast the said send it in it's under warranty we'll check it out.

While it was there I said can you replace the crystal the watch sat too high in my watch winder and the crystal rubbed against the glass and some of the anti-glare coating came off...they said sure we'll do it no charge don't worry about it.

Then it took a lot longer to service the watch than I was quoted so they replaced the band and deployment clasp...and threw in a pair of cufflinks.

Next I broke a screw on a deployment clasp I broke it over tightening the screw. So I wrote and asked if I could buy one they said it should not have broke even if I over tighten it so they are sending me a new screw for free.

That's some outstanding customer service I bet if you talk to someone at Rolex they will replace it.

That's great service!
Was that with one of your Bremonts or a different watch?

[sleddog]

Originally Posted by etownrolex

it was gemoro, they are an AD, i didnt fill out any forms, they just gave me a ticket stub

Yes they are an AD.......You must have purchased there??

Swedish has an onsite watchmaker and could possibly have given you a better turn around or options...maybe even a replacement right there and then!

Has the pearl surround also gone, or just the pearl itself?

[Kokyuryoku]

Originally Posted by Tw2ntyTwo

Ouch! Being a little harsh to us AD's... All AD's should have a new form they use when sending out a watch for warranty work, or any other Rolex work for that matter. The form will force the AD to go over any and all issues with your Rolex, also displaying the price ranges for the different types of Rolex watches receiving service. It also comes with a check box towards the bottom stating "warranty" below the "special instructions" box. After the form is completed, the customer and AD will sign and date the bottom. If this isn't used, then they either have an on site Rolex Authorized Tech, or they are not an authorized Rolex dealer.

Needless to say, a bezel replacement still would in any case amount to $500. The dealer being used seems a little fishy. Have you used Rolex.com to find out if they were an actual authorized dealer?

Kyle

Great information Kyle. Thanks for chiming in