rolex warranty sucks

[Johny]

Originally Posted by Tw2ntyTwo

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

thank you very much kyle. it would be most interesting/educational. johny

[etownrolex]

yeah i bought if form gemoro, and just the pearl was missing, the silver part that holds it in was still there and no dent on it. im gonna call rolex at toronto tomorrow and see if i can get a more detail explanation, i ask gemoro to fax me all the paper work from rolex

[Skip Greenwade]

IMO, just one more reason not to hitch your wagon to your local AD's star.

Buy Pre-owned

Skip

[MortgageGuy]

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 is great service Michael, what company is this?

[mjm800]

Originally Posted by MortgageGuy

That is great service Michael, what company is this?

Bremont, they treat you very very well. I cannot say enough good things about the watches or the company.

Rolex is still my #1 but my Exp II has been at RSC since July 6th and all I get from Rolex is a bill (and of course a watch in perfect condition).

[Tw2ntyTwo]

I can't put up a picture of the entire form, but you'll be able to see part of the top tare off copy, the little booklet describing the entire service process, and a neat little folder. This is a new practice by Rolex in USA, and honestly have no clue if any other service centers use it. The customer gets a rare off beneath this top copy and I can't stop them from posting it for all to see, but I need to stay within my bounds as an AD.

After reading further about the warranty, I did find that the warranty covers the movement and not the external mishaps (aside from an alloy Changing colors on you) and the $500 is right in the range for a Cerachom Bezel. Before anyone gets upset about the warranty, this is common practice with almost all watch companies (I have yet to see a company that warranties the externals, but that doesn't mean it doesn't exist).

Again, this picture is of the Rolex USA practice and may not apply to other countries.

Kyle

[Timber Loftis]

Originally Posted by mjm800

Bremont, they treat you very very well. I cannot say enough good things about the watches or the company.

You've sent me diving down a rabbit hole. I am not familiar with those watches, but now I'm reading up and the brand looks to be incredible.

[Tw2ntyTwo]

Originally Posted by etownrolex

yeah i bought if form gemoro, and just the pearl was missing, the silver part that holds it in was still there and no dent on it. im gonna call rolex at toronto tomorrow and see if i can get a more detail explanation, i ask gemoro to fax me all the paper work from rolex

Sadly in the new ceramic bezels, they don't replace the illuminating maker itself anymore. It was done with the 16610 models, and ran right around $70 USD. Calling Toronto is a great idea, let them know you've only had the watch a few months and you were assuming it was a warranty job (in a nice way) and ask if it's possible to get any sort of break in the price. The paperwork will come back with the repair, so you'll receive that automatically.

They're nice people that work for Rolex, and they may help you out.

Kyle

[dddrees]

Originally Posted by Tw2ntyTwo

Sadly in the new ceramic bezels, they don't replace the illuminating maker itself anymore. It was done with the 16610 models, and ran right around $70 USD. Calling Toronto is a great idea, let them know you've only had the watch a few months and you were assuming it was a warranty job (in a nice way) and ask if it's possible to get any sort of break in the price. The paperwork will come back with the repair, so you'll receive that automatically.

They're nice people that work for Rolex, and they may help you out.

Kyle

Can't hurt to try.

[RolexADinFL]

If I had a dollar for every time I heard the phrase "I did not hit it on anything" I would be rich!!!

Not saying you hit the watch, but lets be honest, these watches get banged up all day especially if your an active person.

I have people tell me that every day and I examine the watch to find a nice flat-spot on the case. I guess it just magically appeared... Anyway good luck. If you push enough with the AD they can make a special call on your behalf.

AD

[zeuloa]

Originally Posted by Tw2ntyTwo

Sadly in the new ceramic bezels, they don't replace the illuminating maker itself anymore. It was done with the 16610 models, and ran right around $70 USD. Calling Toronto is a great idea, let them know you've only had the watch a few months and you were assuming it was a warranty job (in a nice way) and ask if it's possible to get any sort of break in the price. The paperwork will come back with the repair, so you'll receive that automatically.

They're nice people that work for Rolex, and they may help you out.

Kyle

.....And I would avoid mentioning that you lost it while working at a construction site.

[RolexYM]

When i had my YM in for the 5-year service, I was told a similar thing...all replaced parts are NOT returned to the owner. (I wanted them to replace the sapphire crystal, which they did.) RSC said that the price for the repair/replacement already took in account the "trade-in."

I did hear somewhere on here that Rolex policy is to warranty the INSIDE of the Rolex...anything external is your fault. :(

[Johny]

great information kyle. thank you.

[AAWO9]

Some interesting information on here.

I have a brief question, doesn't Rolex give you a TWO-year NO-questions-asked policy on all new Rolex's?

After those two years we're on our own, unlike a car we cannot get any further assurance huh?

Thanks!

[newrolexman]

After one year I cracked and shattered a crystal on my Rolex, called NYC and spoke with a peachy gal, she told me what to do and I sent it in.

They replaced the crystal, cleaned the watch, pulled the minute pieces of crystal out of the movement, polished where needed and charged me a nominal fee.

Great service, great to deal with and I think the warranty is excellent based on my experience.

[Tools]

A warranty is about manufacturing defects.. Not damage incurred while wearing it..

The externals do fall under the warranty; if it's a defect from the factory it would be taken care of.. However, a hard knock from any time can loosen a part that then may fall out or break well after the incident...

To make blanket statements that a "warranty sucks" because they don't cover damage during use is not reality based..

[The GMT Master]

Originally Posted by Tools

A warranty is about manufacturing defects.. Not damage incurred while wearing it..

The externals do fall under the warranty; if it's a defect from the factory it would be taken care of.. However, a hard knock from any time can loosen a part that then may fall out or break well after the incident...

To make blanket statements that a "warranty sucks" because they don't cover damage during use is not reality based..

Agreed

[mrbill2mrbill2]

As stated previously the Rolex warrantee does not cover external issues. Which is standard. How can you expect any watch manufacturer to do such?

There was a thead on TRF not long ago - 2 people had their GMT's ceramic bezel inserts fall out - same response.

[etownrolex]

well i called rolex, and they sent me some pics, after looking at the zoomed in pics i guess there is a dent on the silver ring part, i must have banged it right on the pearl marker. i guess i have to be extra careful when wearing my watch now,

[i3urton]

x10 call RSC

[etownrolex]

i did they told me im shit out of luck, no warranty cover, no coverage for external issues.

[snog]

Originally Posted by AAWO9

Some interesting information on here.

I have a brief question, doesn't Rolex give you a TWO-year NO-questions-asked policy on all new Rolex's?

After those two years we're on our own, unlike a car we cannot get any further assurance huh?

Thanks!

thats the point of this thread,they will and do ask questions,after 2 years you can pay Rolex to service your watch.

[snog]

Originally Posted by etownrolex

i did they told me im shit out of luck, no warranty cover, no coverage for external issues.

I thought you were saying that Rolex said no cover because it was banged? not that it was not covered because it's an external issue,surely a warranty covers any problem to do with workmanship.

[RJK]

IMO external issues or not, if Rolex, or any other manufacturer cannot prove that the warranty claim was not caused by the user than it should be honored.

In this case it's obvious now that Rolex was able to show the pearl fell out because of something the user did (whether the OP realized it or not)...if the cup holding the pearl was not damaged, I would want Rolex to replace it under warranty.

$hit happens sometimes during manufacturing, and if the epoxy, glue, or pressure fitting used to hold some piece of the watch together wasn't done right, I would expect Rolex to honor that inside the watch or out.

I wonder what Rolex would have done if the "cup" wasn't damaged. Would they have gone by the word of the warranty or by the spirit of it. I say the later.

[etownrolex]

im assuming external issue would be for everyday wear and tear, which includes banging the watch.

[Andad]

Originally Posted by etownrolex

i did they told me im shit out of luck, no warranty cover, no coverage for external issues.

You know that this was not what they said so why give me this BS. Making them sound bad is not good and you need to move on IMO before someone does it for you.

I can't see why you expect to have this fixed under warranty.
If you had bought a new car and had driven it around for 8 months would you ask the dealer to repair a broken headlight under warranty because you 'hadn't hit anything'?
Of course you wouldn't.
Take it to a RSC and let them have a look at it - they might just surprise you.
Or find another Forum to whinge on.

After 8 months you broke your pearl - man up mate. Neither Rolex nor the AD are at fault.

[cdnwatchguy]

Originally Posted by 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,

I live where you two and have dealt with both our local AD's for service. One I don't have the time of day for (pun intended) and the other is a bit better. I have had way better success and good dealings with RSC Toronto. I would deal direct with them at After Sales Service. Having said that, I think you will be on your own for the pearl. If it fell off after a few days maybe, but 8 months...probably not.

[Dr.Brian]

Originally Posted by etownrolex

well i called rolex, and they sent me some pics, after looking at the zoomed in pics i guess there is a dent on the silver ring part, i must have banged it right on the pearl marker. i guess i have to be extra careful when wearing my watch now,

And suddenly the Rolex warranty doesn't "suck" anymore.
Does your auto warranty cover external "wear and tear"? No, of course not. If you have a little fender bender, you (or the insurance company) buys you a new bumper cover and headlight.

[Megalobyte]

I admit, I always feel as I'm wearing my Sub C, the pearl is the most vulnerable part. On the one hand, I understand Rolex not covering it, BUT, they SHOULD design the bezel and pearl in such a way that if you do damage the pearl or the surround, it can be replaced independently of the rest of the bezel, there's no good reason I should pay, what, $1200 for a new bezel just because the pearl got hit. And people wonder why some baby their Subs.

[etownrolex]

well i said after looking at the picture i did bang it, and said i must have hit it on the pearl marker. and talking to rolex they said it will not be under warranty, and for the shit out of luck comment it was a little joke, i dont expect them to cover wear and tear, i was just answering a question