Warranty

[Wehtiko]

As some of you may know I got an Explorer 2 42mm a little over a month ago. It is running fast (between 13 & 27 sec/day): & I've tried all the little things to slow it down or speed it up (like putting the face down or up at night). So I finally went to it to Gemoro Goldsmiths in West Edmonton Mall today to enquire about having it regulated. They told me that I would have to pay $100 insurance & that they would send it to RSC in Toronto to be adjusted, allow 4-6 weeks.
Maybe I missed it in the documentation, but is this normal? Is regulating a Rolex so complex that it has to be sent out for almost 2 months? And what if it's still running fast or slow... is that going to be another $100 bucks and up to 2 months of being without my watch?
Any advice would be appreciated.

[toph]

It's under warranty.. You pay nothing. I had a watch to Switzerland and back under warranty. . and cost me nothing from Australia. Maybe they can't do it on site but another AD could? ask them to call around as you are unhappy about this and there pretty awful solution
Cheers

[padi56]

Originally Posted by Wehtiko

As some of you may know I got an Explorer 2 42mm a little over a month ago. It is running fast (between 13 & 27 sec/day): & I've tried all the little things to slow it down or speed it up (like putting the face down or up at night). So I finally went to it to Gemoro Goldsmiths in West Edmonton Mall today to enquire about having it regulated. They told me that I would have to pay $100 insurance & that they would send it to RSC in Toronto to be adjusted, allow 4-6 weeks.
Maybe I missed it in the documentation, but is this normal? Is regulating a Rolex so complex that it has to be sent out for almost 2 months? And what if it's still running fast or slow... is that going to be another $100 bucks and up to 2 months of being without my watch?
Any advice would be appreciated.

First have you fully wound your watch 40 full crown turns what are your wearing habits.Is watch worn for plus 8 hours a day after a full wind,how are you checking your watch for accuracy.Fact regulation only takes around 30 minutes on a timing machine start to finish and that's including a pressure check.Now if your watch just needs regulation there should be no charge if your bought your watch from a official AD.Its very unusual to have any Rolex running like you state yours is.Might I suggest first you do a test over the next 5 days.First fully wind your watch 40 full crown turns clockwise,then sync your watch with a reliable time source for this test any quartz watch will do.Now after you have synchronised both watches wear your watch as normal but 8 hours plus a day .Check time daily with the setting source then average out the lose or gain over the 5 days for a accurate result.If accuracy is still well over the Average of -4 to +6 seconds over any 24 hours then it needs regulation and checking over.Now if you live anywhere near a RSC you could take it in they could regulate it while you wait its not rocket science to do.

[caryyee]

IMO the AD is trying to screw you if they insist you pay for insurance etc. Go to another AD that will send it to the RSC for you at no cost.

[travisb]

You shouldn't have to pay anything if it's under warranty.
I reccomend going to another AD.

[zeuloa]

Originally Posted by travisb

You shouldn't have to pay anything if it's under warranty.
I reccomend going to another AD.

Better yet, go directly to RSC!

[Lion]

If it's under warranty any AD should be able to send it to RSC in Canada for free...otherwise you can call the RSC in Canada nearest to you and request a mailing kit and then you can send it in for warranty work with the proper documentation!!!

[gregdolley]

Paying for the insurance to send it out is different than paying for the regulation. Since it's under warranty, RSC won't charge you for the regulation. But the insurance is to cover the watch in case it gets lost or stolen in the mail. If you sent it to RSC yourself, wouldn't you opt for insurance coverage? Obviously it would be stupid not to.

If you have general insurance on the watch itself, renter/home owner insurance, or VPP (Valuable Personal Property) insurance - that may not cover a lost or stolen watch while in snail-mail transit. Depends on the insurance plan, and what it says in the plan's fine print.

Everyone else posting here about "it should be free" are correct, but I think they mistakenly interpreted your post to mean that the $100 bucks was for the regulation itself (which it's not).

On a similar note - about two years ago I almost swapped the dials on one of my old Rolexes, but I wanted to know how much it was going to cost first. My AD printed me a detailed quote and one of the line items was "insurance - $75.00." So given your story, I don't think it's that uncommon for the AD to ask for reimbursement on the courier's insurance cost. In fact, I think the AD has to insure the watch to protect themselves - what if a customers watch was lost or stolen? Then the AD would have to replace the watch at their cost since it was in their possession before sending it out (or face a lawsuit from the customer).

[xolix]

I had a shocking experience at smales in perth. They are the only AD in Perth and because I didn't buy it from them, they told me I was on my own.. my 116660 deepsea changed date at 10.24 and I had to send it to Melbourne (Rolex Australia) still waiting for it to come back... DON'T BUY FROM SMALES..

[Wehtiko]

Thanks everyone for their input.

Should the watch be insured for the transit? Of course. But seeing as this is a Rolex deficiency and I will be deprived of my timepiece for a significant length of time then Rolex should be liable for ALL costs of having the watch functioning within factory parameters. I don't mind paying for the insurance, but I feel I should be reimbursed the cost.

And what happens if they don't do an effective job and it needs to be regulated again? A never-ending, expensive, and time-consuming dance. The RSC in Canada is in Toronto (effectively the other side of the continent): I can't just go there on the spur of the moment.

I've had lots of mechanical watches in my life (nothing even close to the cost or quality of a Rolex before), but everyone of them ran a little fast or a little slow and a couple I had to take in to a watchmaker and have adjusted. I never waited more than a day or two. From my experience, and some of the comments and other threads on this forum, having a mechanical watch adjusted or regulated is not uncommon. Therefore it's not unreasonable to assume that a Rolex trained watchmaker can regulate a Rolex to fix a common problem, and there are three stores in Edmonton that have Rolex trained watchmakers. I will be going to the other stores to see about fixing my issue.

By the way, my 21-year-old daughter thinks I'm being ridiculous to worry about such a small (to her) discrepancy. But then again, she wears a $30 Roots watch and I'm putting in a new battery for her today...

Now I kinda wish that I'd never walked into that Rolex store in Vegas... I was somehow quite happy before.

[masterserg]

Can you live with it? Y/N
Do you have options? Y/N

I'd say just do it and put it behind, but read Peter's post above!

[Wehtiko]

xolix, man that is unacceptable!

[Psmith]

Originally Posted by xolix

I had a shocking experience at smales in perth. They are the only AD in Perth and because I didn't buy it from them, they told me I was on my own.. my 116660 deepsea changed date at 10.24 and I had to send it to Melbourne (Rolex Australia) still waiting for it to come back... DON'T BUY FROM SMALES..

Do they have an in-house watchmaker? If not, then they would have sent it to Melbourne anyway. But it's a poor show that they could not assist you - and lost a potential customer in the process

[Wehtiko]

It may be that I have no choice but to live with it... and that would leave me with a very poor taste in my mouth about Rolex.

Actually, this really irritates me for a watch of this cost and supposed quality; if I can't get this dealt with to reasonable satisfaction then I might just give up on Rolex, sell it, and go back to generic watches (where I don't really have to expect much) and a Rolex-free life.

[caryyee]

Wehtiko ... perhaps give the RSC in Toronto a call and inquire about your options. Ask them if, by asking an AD to send it on your behalf, what the typical charge for 'insurance' should be? Rolex Canada may have a special arrangement with their AD's for shipping of watches under warranty. Every country may be different, so perhaps give them a call and ask?

[Psmith]

Originally Posted by Wehtiko

Thanks everyone for their input.

Should the watch be insured for the transit? Of course. But seeing as this is a Rolex deficiency and I will be deprived of my timepiece for a significant length of time then Rolex should be liable for ALL costs of having the watch functioning within factory parameters. I don't mind paying for the insurance, but I feel I should be reimbursed the cost.

And what happens if they don't do an effective job and it needs to be regulated again? A never-ending, expensive, and time-consuming dance. The RSC in Canada is in Toronto (effectively the other side of the continent): I can't just go there on the spur of the moment.

I've had lots of mechanical watches in my life (nothing even close to the cost or quality of a Rolex before), but everyone of them ran a little fast or a little slow and a couple I had to take in to a watchmaker and have adjusted. I never waited more than a day or two. From my experience, and some of the comments and other threads on this forum, having a mechanical watch adjusted or regulated is not uncommon. Therefore it's not unreasonable to assume that a Rolex trained watchmaker can regulate a Rolex to fix a common problem, and there are three stores in Edmonton that have Rolex trained watchmakers. I will be going to the other stores to see about fixing my issue.

By the way, my 21-year-old daughter thinks I'm being ridiculous to worry about such a small (to her) discrepancy. But then again, she wears a $30 Roots watch and I'm putting in a new battery for her today...

Now I kinda wish that I'd never walked into that Rolex store in Vegas... I was somehow quite happy before.

As Peter mentioned, it should not be a big job to regulate your watch or even have it demagnetised. Sorry if I missed this, but is it running consistently fast or is it quite erratic? If it is the latter (as your first post suggests) then it may be magnetised. Either way, should be a straightforward job to resolve and hopefully you can have it done locally

[Psmith]

Originally Posted by caryyee

Wehtiko ... perhaps give the RSC in Toronto a call and inquire about your options. Ask them if, by asking an AD to send it on your behalf, what the typical charge for 'insurance' should be? Rolex Canada may have a special arrangement with their AD's for shipping of watches under warranty. Every country may be different, so perhaps give them a call and ask?

Sound advice Cary - calling the RSC direct is a good idea, before exploring local options

[Wehtiko]

I check the accuracy at time.gov as that seems to be the site that everyone here uses. It's consistently fast. It does seem to be erratic in its accuracy, but I'm not sure if it's 'quite' erratic; I can't think of anywhere I've gone where it could have been magnetized?!

When I was first looking at getting this watch my wife said OK and then changed her mind. It was a ruse to surprise me... she had her brother in Saudi Arabia buy it for me! It was a reward for losing 60 pounds and keeping it off. I told my son that this watch would be bequeathed to him at some point. "What do we say to Death? Not today."- Game of Thrones. So this watch does have some sentimental value.

Hopefully Swedish Jewellers can help me.

[supertrooper]

Originally Posted by Wehtiko

As some of you may know I got an Explorer 2 42mm a little over a month ago. It is running fast (between 13 & 27 sec/day): & I've tried all the little things to slow it down or speed it up (like putting the face down or up at night).

I suggest you also check the power reserve of your 216570 exp 2.

I've had a submariner run way too fast than spec, and at the same time I noticed the power reserve was also way too low (did not reach 48 hours).
Brought it to RSC under warranty and they acknowledged that there was a problem and they fixed it for free.

In short, this is something that may later on bring bigger problems, IMO, so better get it fixed soon.

[supertrooper]

Originally Posted by caryyee

Wehtiko ... perhaps give the RSC in Toronto a call and inquire about your options. Ask them if, by asking an AD to send it on your behalf, what the typical charge for 'insurance' should be? Rolex Canada may have a special arrangement with their AD's for shipping of watches under warranty. Every country may be different, so perhaps give them a call and ask?

+1 on this. Good luck.

[Wehtiko]

Hmm Supertrooper. That's an interesting thought. I'll give it a try.

[karmatp]

I don't understand why they can't regulate it for you? A far as I am concerned, a AD that can't regulate and pressure test a watch is worthless and does not deserve my busisness. That is customer service, they should provide that service for you.

As far as the cost, well if I buy a watch from my local AD and I have any issues for 3 years, yes 3 years, I will not be charged a penny for any kind of service. That is one of the reasons I generally buy new from my local AD.

[padi56]

Originally Posted by Psmith

As Peter mentioned, it should not be a big job to regulate your watch or even have it demagnetised. Sorry if I missed this, but is it running consistently fast or is it quite erratic? If it is the latter (as your first post suggests) then it may be magnetised. Either way, should be a straightforward job to resolve and hopefully you can have it done locally

Well if it is magnetized which I doubt the main culprit for any watch to be effected is the hairspring. Now his watch will have a parchrom if it is magnetized well dont think much of the parachrom bragg.But the OP has still not posted his wearing habits or if he has fully wound his watch so not much to go on. Only that the watch is between 13 & 27 sec/day fast nothing on how he is testing etc..

[Psmith]

Originally Posted by padi56

Well if it is magnetized which I doubt the main culprit for any watch to be effected is the hairspring. Now his watch will have a parchrom if it is magnetized well dont think much of the parachrom bragg.But the OP has still not posted his wearing habits or if he has fully wound his watch so not much to go on. Only that the watch is between 13 & 27 sec/day fast nothing on how he is testing etc..

Yes, it does seem a bit unlikely, but the 13 - 27 sec/day is quite a large variation. Trevor - your watch is only a month old. Has it been running like this since you bought it, or did it change just recently? Have you tried timing it over 5 or so days in the manner that Peter suggested?

[biscotti]

Originally Posted by Wehtiko

I check the accuracy at time.gov as that seems to be the site that everyone here uses. It's consistently fast. It does seem to be erratic in its accuracy, but I'm not sure if it's 'quite' erratic; I can't think of anywhere I've gone where it could have been magnetized?!

When I was first looking at getting this watch my wife said OK and then changed her mind. It was a ruse to surprise me... she had her brother in Saudi Arabia buy it for me! It was a reward for losing 60 pounds and keeping it off. I told my son that this watch would be bequeathed to him at some point. "What do we say to Death? Not today."- Game of Thrones. So this watch does have some sentimental value.

Hopefully Swedish Jewellers can help me.

Swedish Jewellers is no longer an authorized Rolex dealer. Also, they are also in the process of closing their doors for good. Only AD in Edmonton is Gemoro..

[Wehtiko]

Swedish Jewellers IS actually closing its doors. Too bad for them. I really liked them.

On my personal note it means I'm screwed! The only other two places in Edmonton that sell, or say they service Rolex, is Gemoro (as they have two locations). I'll try contacting Swedish before they close but I doubt that they can help me now.

I'll certainly NEVER buy anything from Gemoro and I will NEVER recommend them. If this is how Rolex actually honours its warranties, then I can't recommend Rolex either. An authorized dealer taking and repairing a product because of a factory flaw should be a no-brainer. It seems to me to say quite a lot about Rolex and its dealers...

And by the way, I did fully wind the watch, a couple of times over the last month. And I wear it every day and usually take it off to sleep. And I did test it already in manner that Peter suggested (using time.gov), that's how I got my variation numbers.

You know, you buy the company and not the product. If the company cannot be trusted, then their products aren't either. If I cannot get satisfaction about my problem then Rolex is NOT a trustworthy company partly because they don't use trustworthy dealers and I'm almost certainly going to get rid of my Rolex as Rolex has become unworthy of my business and support.

Just talked to my wife, who is an accountant. We're looking more closely into it buy we may not be able to get all our money back as the watch was bought out of the country and we've already paid taxes and duty on it. If that's the case then I may be stuck with it and whenever I look at the time all I'll be able to see is how angry I am at my foolishness, so I really hope that I can get this resolved.

Oh well, maybe it's an expensive lesson learned; get a Timex not a Rolex, you don't have to expect much from a Timex.

Thanks everyone for your help and insight. You people here really are great!

[supertrooper]

Don 't write this experience off just yet. Like someone said, contact RSC Toronto about claiming warranty -- procedures, shipping, what it will cost you in shipping, insurance, etc. (if any). From there, make your decision. Emphasize that this is a newly bought watch and you are claiming against warranty.

If I were in your place, I'd have better peace of mind if RSC Toronto handled it directly. Avoid going through the AD's if possible. Just my 2 cents.

[Wehtiko]

Thanks, I will contact RSC directly. But I did expect better from Rolex: especially considering its reputation, prestige, and history.

We have a Hyundai Santa Fe and we've had a number of minor problems during its warranty period (and one recall). No dealer ever failed to do anything but immediately honour its warranty and fix the problem with no charge. Amazingly they didn't even charge insurance or send it to Korea for repairs!? Isn't that incredible?!

Your from the Philippines? May I ask approximately where? My wife is Filipino, from Cagayan Province.

[Wehtiko]

Yes Clive, my watch was running too fast right from the get-go. I think +15 secs. I tried all kinds of recommendations from the good people on this site, to no avail.

[dpkong]

Are you really going to stop wearing such a nice watch just because it gains a couple of seconds a day? If it's your daily wearer, just wear it for a month and see how much it really loses or gains overall.