Rolex warranty card no good?

[lawrence1]

Originally Posted by Drkitch109

Basic info was exchanged regarding the watch - when purchased, what he was looking to do, etc. but my buddy stated that he was not the original owner when asked because the name on the warranty card was not the name he put in the inventory slip.

There really wasn’t a reason provided so much as a firm position held by the CSR based on the fact that he was not original owner and that there warranty is not transferable. Again, the CSR did not even take the warranty card at any point in the 20 minutes we were there.



Sent from my iPhone using Tapatalk

did you ask them to show you where in the rolex written warranty guidelines it says that the warranty is non transferable. did you escalate to a manager?

on another note, if the watch is running within COSC specs, i doubt Rolex would regulate it for your buddy for free to begin with, even if he was the original owner.

[JacksonStone]

Originally Posted by Drkitch109

There really wasn’t a reason provided so much as a firm position held by the CSR based on the fact that he was not original owner and that there warranty is not transferable. Again, the CSR did not even take the warranty card at any point in the 20 minutes we were there.

The CSR is most likely wrong. I say "most likely" because I am not privy to the decision making process he employed. However, based on the facts as you present them, the CSR is wrong. If your friend wants to go to the trouble, he should go back with the warranty booklet that came with the watch, the warranty card, and a copy of the Magnuson Moss Warranty Act. (Follow the links I've outline in this post and print out the relevant portions of text.) Then follow these steps:

(1) If it's a different CSR when you walk in, try again from the ground up. If it's the same CSR, skip to the next step.

(2) If the CSR gives you the same story, ask to speak to a manager.

(3) Try your luck with the manager without getting confrontational. If the manager gives you the same spiel, hand him the warranty booklet and ask him to show you in what way the warranty is invalid, according to Rolex's own language. (Note that Rolex does not say the current owner's name must match the name on the card; only that the original owner's name must be on the card.) If the manager sticks to his guns and claims warranties are non-transferable, show him the text of 15 U.S.C. § 2304(b)(4), which says full warranties are transferable to all consumers for the duration of their term. Then ask him if he still takes the position the warranty is non-transferable, and on what grounds.

By this time, he (or she) should have a clear idea your friend is not a simpleton who can be easily waved off. However, if he still holds firm, your friend might consider threatening legal action or reporting them to the state attorney general if RSC won't budge.

Or he can take the easy route and just send it to Dallas RSC. They aren't dicks like NYC.

[Drkitch109]

Originally Posted by extra260

What was their reasoning ? They cant just say it’s not valid without an explanation . Vital info is missing from this post.

In effect, the CSR did just that. Again, they did not swipe the warranty card as he had it it hand the entire time.

1. Entered the SC and filled out the inventory slip
2. Discussed why he was there (i.e., regulate watch)
3. CSR came to collect watch; asked if he was original purchaser - he replied he wasn’t - CSR must have presumed that he purchased it from non-AD
4. CSR stated that watch may not be under warranty
5. CSR took watch - did not take warranty card - into the back
6. CSR came back out - stated that they would regulate - but that warranty is not valid
7. Friend asked why - CSR said warranty is not transferrable
8. Kick, scream, pout
9. Left with unregulated watch and unchecked warranty card - stated he was done with Rolex


Sent from my iPhone using Tapatalk

[Pauln]

Originally Posted by Drkitch109

In effect, the CSR did just that. Again, they did not swipe the warranty card as he had it it hand the entire time.

1. Entered the SC and filled out the inventory slip
2. Discussed why he was there (i.e., regulate watch)
3. CSR came to collect watch; asked if he was original purchaser - he replied he wasn’t - CSR must have presumed that he purchased it from non-AD
4. CSR stated that watch may not be under warranty
5. CSR took watch - did not take warranty card - into the back
6. CSR came back out - stated that they would regulate - but that warranty is not valid
7. Friend asked why - CSR said warranty is not transferrable
8. Kick, scream, pout
9. Left with unregulated watch and unchecked warranty card - stated he was done with Rolex


Sent from my iPhone using Tapatalk

Pretty interesting information. Not saying this is more than anecdotal, but if Rolex wants to get rid of grey dealers, this is how It could really make a dent.

[Drkitch109]

Originally Posted by Pauln

Pretty interesting information. Not saying this is more than anecdotal, but if Rolex wants to get rid of grey dealers, this is how It could really make a dent.

Kind of shitty though considering that their very popular mass produced watches cannot be had at retail.

If this is a new reality, very strategic on the part of Rolex because it will void the 5-year warranty period they recently introduced. I don’t think it will do anything to the grey market dealers because they will continue to sell with the warranty card in any case.


Sent from my iPhone using Tapatalk

[edyu]

When I bought the 2 Rolexes from AD, they told me they are required to fill out the card and register my name.

[SS Oyster]

Wrong - warranty goes with watch


Sent from my iPhone using Tapatalk

[Drkitch109]

Originally Posted by SS Oyster

Wrong - warranty goes with watch


Sent from my iPhone using Tapatalk

I understand. I felt like it a very abruptly dismissed discussion. That said, this happened so I wanted to share the experience with everyone.


Sent from my iPhone using Tapatalk

[seabreeze60]

It all depends on ‘if’ the AD registered the Rolex before it went grey? Rolex Corporate Beverly Hills told me that the warranty followed the watch as long as it is registered.

The question is when you buy grey has it been registered? The only way to know for sure is have Rolex check your serial number.

I’m going Friday on a grey warranty and I will ask as I know the several of the staff and I’m giving them my Rolex Magazine #2 in Italian.

[lawrence1]

Originally Posted by seabreeze60

It all depends on ‘if’ the AD registered the Rolex before it went grey? Rolex Corporate Beverly Hills told me that the warranty followed the watch as long as it is registered.

The question is when you buy grey has it been registered? The only way to know for sure is have Rolex check your serial number.

I’m going Friday on a grey warranty and I will ask as I know the several of the staff and I’m giving them my Rolex Magazine #2 in Italian.

that makes sense.

[JacksonStone]

Originally Posted by seabreeze60

The question is when you buy grey has it been registered? The only way to know for sure is have Rolex check your serial number.

This is a good point. They took Dr. Kitch's friend's watch in the back before denying coverage. Perhaps they ran the serial and determined the first sale was unauthorized. That's why it would help to ask them to explain the decision. If they're simply falling back on "the warranty is non-transferable," that's BS. If they say, "the warranty was not properly registered at time of the original sale, and therefore is not valid," that's a whole different bag of bananas.

[Drkitch109]

Originally Posted by JacksonStone

This is a good point. They took Dr. Kitch's friend's watch in the back before denying coverage. Perhaps they ran the serial and determined the first sale was unauthorized. That's why it would help to ask them to explain the decision. If they're simply falling back on "the warranty is non-transferable," that's BS. If they say, "the warranty was not properly registered at time of the original sale, and therefore is not valid," that's a whole different bag of bananas.

Agreed but the jeweler on the warranty card is in fact an AD for Rolex.


Sent from my iPhone using Tapatalk

[JacksonStone]

Originally Posted by Drkitch109

Agreed but the jeweler on the warranty card is in fact an AD for Rolex.

Another good point.

I'm curious what RSC NYC is doing. If their policy is to deny coverage to secondhand owners of watches with valid warranties, that's kind of a big deal. It won't be easily fought by an individual seeking service, but could be grounds for greater legal action, either by the state AG, or a private lawyer looking to make hay with a class-action lawsuit. On the other hand, if it's one or a handful of CSRs who are talking out of their arses, they need some pushback and edification.

[Drkitch109]

Originally Posted by JacksonStone

Another good point.



I'm curious what RSC NYC is doing. If their policy is to deny coverage to secondhand owners of watches with valid warranties, that's kind of a big deal. It won't be easily fought by an individual seeking service, but could be grounds for greater legal action, either by the state AG, or a private lawyer looking to make hay with a class-action lawsuit. On the other hand, if it's one or a handful of CSRs who are talking out of their arses, they need some pushback and edification.

One more item...I called the RSC in Dallas and asked them to explain how the warranty works given today’s experience. They said the warranty is transferrable if the sale is made from an individual to another individual. However, if the sale took place from a non-AD to an individual the warranty is void.

If the interpretation of the CSR was that this watch was purchased through a non-AD source I guess her position makes sense but that puts any individual who purchases from any non-AD source - individual or otherwise - in a tough spot.


Sent from my iPhone using Tapatalk

[seabreeze60]

I’d call a Rolex RSC and explain your situation. I find their staff very helpful but strict. They go by the book.

Generally, I just take my watches into Rolex anyway since I live close to a RSC. That way I avoid the AD’s markup.

[Drkitch109]

Originally Posted by seabreeze60

I’d call a Rolex RSC and explain your situation. I find their staff very helpful but strict. They go by the book.

Generally, I just take my watches into Rolex anyway since I live close to a RSC. That way I avoid the AD’s markup.

My boy ain’t going down without swinging. Will see how it plays out and report back.


Sent from my iPhone using Tapatalk

[Drkitch109]

Just spoke to my buddy and good news. The RSC in NY is honoring the warranty on his SubC. Should have more details but he just let me know via text.


Sent from my iPhone using Tapatalk

[JacksonStone]

Originally Posted by Drkitch109

Just spoke to my buddy and good news. The RSC in NY is honoring the warranty on his SubC. Should have more details but he just let me know via text.

Good news. I'll be interested in details, should you be provided any.

[Drkitch109]

Originally Posted by JacksonStone

Good news. I'll be interested in details, should you be provided any.

Ok. It sounds like the CSR was mistaken. While we were there earlier this week, he specifically pointed out the inability to purchase the most of the popular models at an AD. It sounds like the CSR positions the change of heart as an accommodation due to the lack of availability so they must be hearing about the shortage a lot. I think the CSR probably realized she made a mistake when she stated the warranty was invalid because there was a US AD on the warranty card. Either way, it sounds like they did right by him and have confirmed they will honor their warranty.


Sent from my iPhone using Tapatalk

[JacksonStone]

Originally Posted by Drkitch109

Ok. It sounds like the CSR was mistaken. While we were there earlier this week, he specifically pointed out the inability to purchase the most of the popular models at an AD. It sounds like the CSR positions the change of heart as an accommodation due to the lack of availability so they must be hearing about the shortage a lot. I think the CSR probably realized she made a mistake when she stated the warranty was invalid because there was a US AD on the warranty card. Either way, it sounds like they did right by him and have confirmed they will honor their warranty.

Interesting. Sounds like a discretionary accommodation, rather than a legally-mandated honoring of the warranty. I'm still curious what Rolex USA's view is on this, but that is outside the scope of your friend's situation.

[seabreeze60]

Originally Posted by JacksonStone

Interesting. Sounds like a discretionary accommodation, rather than a legally-mandated honoring of the warranty. I'm still curious what Rolex USA's view is on this, but that is outside the scope of your friend's situation.

Was at the RSC in BV today and discussed this thread in general. What they want when you come in is the warranty card and registered watch. Without the warranty card nothing happens. They take the warranty card in the back, look up the dealer, and trace the watch’s history.

What was interesting is they cannot find the details of a watch without the registered warranty card. According to the CS people, 2, people walk in with just a new watch and no card. They can’t track the watch via the serial number alone. They said people are shocked!! Apparently the database is stored via the original AD. Just reporting what they said.

We did not get into the details of went on at the dealer in this thread. They didn’t have time.

[Drkitch109]

Originally Posted by JacksonStone

Interesting. Sounds like a discretionary accommodation, rather than a legally-mandated honoring of the warranty. I'm still curious what Rolex USA's view is on this, but that is outside the scope of your friend's situation.

It does but the CSR could have been trying to save face instead admitting to a mistake. Strategically, this also allows Rolex an advantage because they can keep people guessing on the warranty. I think the key is that a US AD was on the warranty card with the original purchaser’s name.


Sent from my iPhone using Tapatalk

[tyler1980]

Originally Posted by dwjez14

I just read an article that said if you buy a Rolex on gray marker the 5 year warranties are no longer good as of 2016. So basically only the original owner can use the 5 year warranty and it is tracked by Rolex ? Is this correct or am I reading it wrong

if you have a true grey market watch it doesnt have a warranty because it never was originaly sold by an AD. Im skeptical there are any Rolex that meet that criteria.

[cornerstore]

No requirement in Canada to name purchaser on warranty cards as per Canadian laws. Dealer must sign and register sale with Rolex, particularly if they want to reorder that model.

[Calatrava r]

Grey market items have to come from an AD somewhere. Rolex only sells through their authorized sales chain. The warranty should be fine from the distributor from through the watch came which say might not be Rolex USA and then Rolex USA might not perform warranty service without a receipt in your name from the foreign dealer/AD. In any event, I believe the watches can be sent back to the factory for warranty work. If watches are being sold with unstamped unrun warranty cards that would be a big red flag and a problem.

[JacksonStone]

Originally Posted by Calatrava r

Grey market items have to come from an AD somewhere. Rolex only sells through their authorized sales chain. The warranty should be fine from the distributor from through the watch came which say might not be Rolex USA and then Rolex USA might not perform warranty service without a receipt in your name from the foreign dealer/AD. In any event, I believe the watches can be sent back to the factory for warranty work. If watches are being sold with unstamped unrun warranty cards that would be a big red flag and a problem.

If an AD sells out the back door directly to a gray seller, who is the buyer named on the card?

[ryvius]

I'll do it. And I'm not 30 miles away, 30 minutes is below the standard time deviation to get anywhere in LA with traffic. :)

I thought RSCs could resize bracelets. Or is that an additional fee?

[seabreeze60]

Originally Posted by ryvius

I'll do it. And I'm not 30 miles away, 30 minutes is below the standard time deviation to get anywhere in LA with traffic. :)

I thought RSCs could resize bracelets. Or is that an additional fee?

Just my opinion, but I think they believe that’s a dealer’s job to resize. They are about warranty and repair.

[JacksonStone]

Originally Posted by ryvius

And I'm not 30 miles away, 30 minutes is below the standard time deviation to get anywhere in LA with traffic. :)

Oops...I misread your post. Sorry about that. I remember it could take me 30 minutes to get to the grocery store around the corner from my house when I lived down there.

[ryvius]

Side question.

On my BNIB SubC from DavidSW the stickers (with barcode) on the back case of the watch case and on the warranty card itself is different from the serial number on the warranty card.

Was curious why have a unique identifier outside of serial. Is the sticker id just dealer inventory reference or something else?