Reality about warranty following the watch which is under warranty..

[jeorge]

I just sent in my son's sub date under warranty to Dallas for a loose/ broken rotor. I sent in myself using Rolex box and instructions. I also asked some questions via phone to Dallas when I asked to send me the box to ship the watch to them. I was told s to include the original warranty card and copy of picture ID of my son. The warranty card has my sons name on it since he bought it new from Rolex AD. Per the customer service agent if warranty work is being done on a rolex the waennty card must have the original owners name on it and show proof of the ordinal owner hence copy of picture ID. So if you but a grey or second hand Rolex that is still under warranty you will not get warranty work done by rolex !

[Harry-57]

Did they tell you, unequivocally, that if you did not supply a copy of photo ID that matched the name on the card, the warranty would be void?

I don't know how that works in the US. In the UK that would be a court case and the RSC would lose. Unless an extended warranty was offered only to the first owner. Naim Audio do a five year warranty for the first owner but it goes down to two years (from original purchase) if sold on.

[1791]

I am not surprised.

[jeorge]

Yes they did ! I didn't like sending in the warranty card because I might not get it back or lost by them.I asked to send a copy they insisted on the original ! But it was, returned with the watch.

[Harry-57]

I thought the US was the champion of consumer law. Is it the same for other goods like cars? The warranty used to follow the item until it ran out, provided it was serviced and maintained correctly. Sounds like you've gone back to the Wild West.

I assume they are willing to put that in writing?

[1William]

Saying it and actually backing it up are two different things. The warranty follows the watch and I have used the RSC in both Dallas and New York. I have sent them watches that were under warranty that I purchased from Trusted Sellers with others names on the card and have never had an issue with the work being performed. I would never provide a copy of a Driver License as I would fear identity theft or other mischief. I don't know why you were told this but the warranty follows the watch and Rolex or any other manufacturer is bound to the warranty. If you take no for an answer then no is the answer.

[brandrea]

I’d have to think Rolex would would need to start an owner data base if they were going to enforce that policy.

If the registered owner of the watch can only have their watch serviced, but the warranty is for 5 years and the watch is sold before the warranty is up, the new owner should still have warranty on their Rolex.

That, or Rolex rewrites it’s warranty policy to state warranty is valid for 5 years to original owner only.

Am I reading this wrong?

[Harry-57]

Originally Posted by brandrea

That, or Rolex rewrites it’s warranty policy to state warranty is valid for 5 years to original owner only.

They can do that. But they will have to offer at least a 12 month warranty on the watch, regardless of if it changes hands. With warranties now commonly in a range of 3-10 years, such a move wouldn't make Rolex look all that good.

[Chiboy]

I had my DSW-purchased Daytona fixed under warrantee a couple of years ago. Dropped it off at Beverly Hills RSC. They asked for the warrantee card, which has someone else's name on it. No problem. Got it back delivered to Chicago less than two weeks later with full service and zero issues since. Oh, and the RSC found me a copy of the first Rolex magazine with my Daytona on the cover.

So I guess my experience was different than OPs.

[Harry-57]

Not wishing to split the thread, I just noticed the reason why the OP son's watch went in. It sounds serious. What did he hit it with? And how many times? Or is this a more common problem than I think?

Hope the fix goes well.

[77T]

Originally Posted by Harry-57

They can do that. But they will have to offer at least a 12 month warranty on the watch, regardless of if it changes hands. With warranties now commonly in a range of 3-10 years, such a move wouldn't make Rolex look all that good.

Could you cite the relevant US Code reference that requires the 12 month requirement?

I don’t agree that they can unilaterally void a 5 year warranty after the fact solely for a transfer of ownership.


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[77T]

Originally Posted by Chiboy

I had my DSW-purchased Daytona fixed under warrantee a couple of years ago. Dropped it off at Beverly Hills RSC. They asked for the warrantee card, which has someone else's name on it. No problem. Got it back delivered to Chicago less than two weeks later with full service and zero issues since. Oh, and the RSC found me a copy of the first Rolex magazine with my Daytona on the cover.



So I guess my experience was different than OPs.

This is the experience that typifies RSC interactions.

If anyone is told what the OP was told, then bring it to your AD and they’ll ship the watch to RSC without the rigamarole.


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[Marcjvr]

Originally Posted by jeorge

I just sent in my son's sub date under warranty to Dallas for a loose/ broken rotor. I sent in myself using Rolex box and instructions. I also asked some questions via phone to Dallas when I asked to send me the box to ship the watch to them. I was told s to include the original warranty card and copy of picture ID of my son. The warranty card has my sons name on it since he bought it new from Rolex AD. Per the customer service agent if warranty work is being done on a rolex the waennty card must have the original owners name on it and show proof of the ordinal owner hence copy of picture ID. So if you but a grey or second hand Rolex that is still under warranty you will not get warranty work done by rolex !

They are talking BS I’m afraid. This is what it says on Rolex.com

“The guarantee is valid only if (1) the watch has been sold by an Official Rolex Retailer; (2) the guarantee card has been completed in full by the Official Rolex Retailer at the time of purchase; and (3) the guarantee card is presented with the watch, either to an Official Rolex Retailer or to an Official Rolex Service Centre.”

[Marcjvr]

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[ijpx]

Service staffs are always unreliable when it comes to rules and regulations. LOL.
Warranty info all filled up and the watch not opened or serviced by 3rd party no reason to reject by RSC.

[travisb]

Originally Posted by 1William

Saying it and actually backing it up are two different things. The warranty follows the watch and I have used the RSC in both Dallas and New York. I have sent them watches that were under warranty that I purchased from Trusted Sellers with others names on the card and have never had an issue with the work being performed. I would never provide a copy of a Driver License as I would fear identity theft or other mischief. I don't know why you were told this but the warranty follows the watch and Rolex or any other manufacturer is bound to the warranty. If you take no for an answer then no is the answer.

This has been my experience as well.

[Geckobros]

Unless something has changed since December of 2019 (US)....

I took one of my Rolex in for service to an AD. This Rolex was purchased via private sale from the original owner who purchased it from an AD. I dropped the Rolex off at an AD where they asked me to surrender the warranty card which I did. Less than three weeks later the watch was repaired and returned. No hassles, no BS, nice green pouch, paper with vague explanation of repairs and the warranty card back to me.

[Geckobros]

Originally Posted by 1William

Saying it and actually backing it up are two different things. The warranty follows the watch and I have used the RSC in both Dallas and New York. I have sent them watches that were under warranty that I purchased from Trusted Sellers with others names on the card and have never had an issue with the work being performed. I would never provide a copy of a Driver License as I would fear identity theft or other mischief. I don't know why you were told this but the warranty follows the watch and Rolex or any other manufacturer is bound to the warranty. If you take no for an answer then no is the answer.

Not trying to derail the thread but just a suggestion. Be sure to freeze your credit checks on all 3 of the big guys to help protect against identity theft unless you already do. Two of the big players even have a free phone app that allows you to thaw/freeze right from your phone. Experian wants to charge, but they do offer an app that gives real time reports if your credit history is accessed.

[danyvw]

If this is real I would say than more than half of the "new" Rolex watches have no warranty at all. This will be "The News of the Year".

[NachoNeal]

Originally Posted by 1William

Saying it and actually backing it up are two different things. The warranty follows the watch and I have used the RSC in both Dallas and New York. I have sent them watches that were under warranty that I purchased from Trusted Sellers with others names on the card and have never had an issue with the work being performed. I would never provide a copy of a Driver License as I would fear identity theft or other mischief. I don't know why you were told this but the warranty follows the watch and Rolex or any other manufacturer is bound to the warranty. If you take no for an answer then no is the answer.

So Rolex would force you to be a pushy bully just to get your watch fixed under warranty?

[bobby81]

Originally Posted by jeorge

I just sent in my son's sub date under warranty to Dallas for a loose/ broken rotor. I sent in myself using Rolex box and instructions. I also asked some questions via phone to Dallas when I asked to send me the box to ship the watch to them. I was told s to include the original warranty card and copy of picture ID of my son. The warranty card has my sons name on it since he bought it new from Rolex AD. Per the customer service agent if warranty work is being done on a rolex the waennty card must have the original owners name on it and show proof of the ordinal owner hence copy of picture ID. So if you but a grey or second hand Rolex that is still under warranty you will not get warranty work done by rolex !

I have purchased Grey, but the warranty card has my name on it, because it was not an in stock item & had to be sourced. So you can buy Grey & still get the warranty card with your name on it depending on what circumstances you got the Watch


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[Bigblu10]

This is baloney. There is nothing in black and white in the Rolex USA warranty wording that says the warranty is non-transferable. There are plenty of warranty cards that don't match the original buyer's name. What if you were given a watch as a gift? You are screwed because your name isn't on the card and the buyer's is? Sorry. I don't buy it.

As matter of fact OP, the warranty card doesn't even need to have a name on it anymore! It can simply have XXXX in the name on the card and it is still valid. We have seen plenty of instances of this example.

[jeorge]

Truth what happen to me !!!!! The watch came back perfect plus two per 24 hour. Rolex gave no explanation what was done to the watch, when I asked.

[Koolpep]

My wife’s DJ 31mm two tone is from March 2015, bought pre owned in 2019 (like new looks). Watch had a rotor issue and wouldn’t wind in December 2019. Since Rolex only extended the warranty to 5 years in June 2015 (or so, can’t remember) it wasn’t under warranty. The watch was handed in to my AD by me, not my wife, not the original owner but they didn’t know my wife’s name in any case. They told me watch is out of warranty but “maybe we can help you.”

After a few days this was their response:

Dear Mr. Ralf,

Your Rolex has been thoroughly examined by our experts. Indeed they were able to verify the problem you have mentioned to us.
The malfunction will be rectified under warranty by performing necessary service which will take 2-3 weeks including final quality control tests. Hence, the expected readiness date of your watch is 05TH January 2020.

We are confident that your Rolex will henceforth live up to your expectations and thank you for your confidence in our Service.

With best regards,

3rd of Jan the watch was ready for collection at the Boutique.

[Andad]

It seems factual that a Rolex warranty varies from country to country and a RSC to RSC.

Step up Rolex and fix this.

[Harry-57]

Originally Posted by 77T

Could you cite the relevant US Code reference that requires the 12 month requirement?

No. As I said in my first post, I'm speaking from a UK perspective.

Regardless of a legal requirement, how many less watches would Rolex sell if they did not supply any kind of warranty? Seems like a rather brutal and way of addressing the "shortage".