Customer service experience

[Anita1600]

Hi everyone!
I am having constantly issues with Rolex since I bought my Rolex Datejust in 2017 and I would like to contact Rolex directly to inform them about my dissatisfaction with the watch and to ask for a solution.

The main problem started during the first year, as I realised that it was too fast (7 min faster per month). I know this is something normal with new watches, so I took it to a retailer of Rolex to fix it. Unfortunately 6 months after this continue happening and they decided to send it to Switzerland…. When the watch came they told me it was because it was missing oil.
The next year we had same situation… the watch was 6-5 min faster in a month …. So I took it again to the retailer and they decided to send it again to the headquarters. The rolex came working good, but now (1,5 years after the last repair) it is having a bigger issue. In 3 hours it is now 10 min faster and when I woke up today it was completely stopped (And I wear my watch in the night! ).
I honestly dont have too much knowledge of watches but I think it cant be that a watch of this price has to be send 3 times to Switzerland and has been already in 5 Rolex retailers in the first 4 years of its life. I am specially worry how much money I will have to pay once the guaranteed is over if it still needs repair in the following years.
Did someone had a similar problem? What did you do in this case? Do you think it is better to complain to the retailer or directly to Rolex? I honestly have thrown the towel with this watch, I dont believe it can get fixed and probably in the next years it is going to have new problems once the guarantee is over.

I hope someone could tell me what is the best thing to do in this case… ☹️

Many thanks in advance,
Ana

[rolex01]

Time to sell the watch and move on.

[Master_Grogu]

I find it very strange that RSC would send it here in Geneva. Aren’t they supposed to be able to do such simple things as to regulate and service a caliber?

Are you sure you sent your watch to a real Rolex center and not “some dude who sells Rolex?” Is the AD on Rolex’s website?

[77T]

Ana
Welcome to the forum albeit due to your datejust problems.

Seldom does Rolex have such a chronic performance problem. As you’re in Germany, I believe the local Rolex watchmakers should be able to regulate the watch to with 2 seconds per day. In the way you describe it, about 1 minute per month.

You are probably going to be asked a lot of questions for people to form an opinion.

My early questions are:
1. Which datejust do you have?
2. How do you measure accuracy?
3. When the watch stopped, did it begin running after winding the crown 40 times?


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[1William]

I would cut the AD out and submit the watch directly to the RSC. They will deal directly with you and will ensure the watch is appropriately repaired. Not saying that your AD has not done what they should but you are geting your information filtered through them and not directly through Rolex. You maybe in for a surprise when you submit the watch directly and find that your AD was using someone other than the RSC to service the watch. They may have certified techs with parts accounts and that is how the watch has gone. Go to the source, Rolex, and deal with them directly and get the information directly.

[Harry-57]

As above. Straight to Rolex Service Centre and deal with them directly. I'm a bit baffled as to why ADs kept sending it to Switzerland because they should be sending it to their RSC if they can't do the warranty work themselves.

[ks58]

Bummer and sorry to hear. Hopefully they get it fixed.

[brandrea]

Originally Posted by 1William

I would cut the AD out and submit the watch directly to the RSC. They will deal directly with you and will ensure the watch is appropriately repaired. Not saying that your AD has not done what they should but you are geting your information filtered through them and not directly through Rolex. You maybe in for a surprise when you submit the watch directly and find that your AD was using someone other than the RSC to service the watch. They may have certified techs with parts accounts and that is how the watch has gone. Go to the source, Rolex, and deal with them directly and get the information directly.

This ^^^

Welcome to the forum Anita

[77T]

Originally Posted by 1William

You maybe in for a surprise when you submit the watch directly and find that your AD was using someone other than the RSC to service the watch.

Did you mean someone in Switzerland other than the RSC? Remember the AD said it went to Switzerland…

If so, that makes little sense for an AD to spend its own money to pay an independent in Switzerland to do the work that RSC does freely during warranty period.


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[Anita1600]

Hi again �� thank you for all for the warm welcome!
I will try to respond all the questions ( hopefully I don’t forget any! )

1. Which datejust do you have?
- It is the Datejust Lady 179174
2. How do you measure accuracy?
- I dont have any device to check this… I always find it out because the watch was like 10-20 min earlier after a month. This last time I saw that my watch was giving me the wrong time and I changed the time yesterday at 18:00 and at 23:00 was already 10 min earlier.
3. When the watch stopped, did it begin running after winding the crown 40 times?
- I just tapped softly the screen with my fingers and it started working again, now is running again and it did not stop… the time also seems fine after 4 hours. Do I have to wind the crown now? (Sorry, i dont really have too much knowledge about watches ��)
-
4. The questions regarding why my AD send it to Geneve:

I have been always told that my german AD (in Munich) sends the watch to the RSC of Geneve as it is closer than Cologne (where the RSC of germany is). I have also been told that they cant fix the problem their selfs because of the warranty .. thats why I always have to send my watch.
I am quite sure that my AD is not sending it somewhere else as they are a very known jewelry shop in Germany and I even got once a letter from Rolex that my watch arrived safely.

I think the best idea is to call Rolex tomorrow and tell them what is happening with my watch. I think they are not finding the error here… but what I am specially worry is about the future problems I will have once the warranty is over ☹️ I feel so unlucky! My father has a Rolex since 35 years and It has never needed service… and mine in 4 years it is going to the 3rd time.

Does anyone know If i can call to complain to Rolex Germany even if the watch was bought in Spain? (I am actually Spanish but I live in Germany)

Thank you to all of you!!

[Tools]

If your watch stopped while you were wearing it, it wound down from lack of activity.

An unwound watch will frequently tick faster than a watch that is fully wound, and it just sounds to me as if you do not move enough to keep it wound at the top of it's power curve, but rather it runs at the bottom of that curve - fast.

When your watch stops, the correct thing to do is wind it, not tap it.

An auto-wind watch winds itself by activity, not just because it is worn. Wind it up fully once a week for a while and see how it performs.

If there is nothing physically wrong with the watch, nobody can "fix" it.

[mikel]

Could be something as simple as that...

[DJ2020]

May want to visit your AD, ask them to go over the winding
( how often) they may ask you if you are active or seditary
( meaning not moving your arm enough to wind your watch)

Most AD'S have a technician that could possibly run your watch on a timegrapher to see if it reveals a issue. This could help a lot.

[Cigars&Watches]

Originally Posted by Tools

If your watch stopped while you were wearing it, it wound down from lack of activity.

An unwound watch will frequently tick faster than a watch that is fully wound, and it just sounds to me as if you do not move enough to keep it wound at the top of it's power curve, but rather it runs at the bottom of that curve - fast.

When your watch stops, the correct thing to do is wind it, not tap it.

An auto-wind watch winds itself by activity, not just because it is worn. Wind it up fully once a week for a while and see how it performs.

If there is nothing physically wrong with the watch, nobody can "fix" it.

Great info

[mountainjogger]

Here is my suggestion OP. Go to the Rolex website. Scroll down the bottom of the page. Click on service. Navigate until you get a search bar for your address. Put in Germany. You should wind up here.

https://www.rolex.com/watch-care-and...r/germany.html

Deal directly with Rolex. See if they can solve your problem.

[Chester01]

What are you doing? Seriously and where do you work? It’s possible you are magnetizing the watch. Happened to me twice in the last week, and a few times a year. Grazing my arm past the refrigerator magnetic strip is all it takes. It goes from +2 per day to plus 12-15 per day. No I’m not obsessed but it sits next to my gshock which gets the radio signals and so it’s obvious when I put it in the am how it’s running. iPhones, iPads, laptops, speakers, tv call all cause this. My wife sometimes puts her iPad on top my watch box. May not be the issue, but pay attention and pay the 13 bucks for the de-magnetizer and see what happens.

[joli160]

Welcome,

I think it is strange that your AD sends the watch to Geneva. I hardly believe that they would do that... Perhaps they used their own service centre after all. In Holland the biggest chain AD always plays that trick which did not work for me.

In Koln you have a very good Rolex Service Centre. Top notch really and nice people. Contact them and explain your situation. Hope it works out

[Tricolore66]

I would use one of the watch timing app, and handwind the watch 60 times each morning and set it down in the same position for 10 days straight and check the accuracy. If it’s still way off I’d send it directly to the RSC along with any documentation you have from the prior services.

[Anita1600]

Originally Posted by Tools

If your watch stopped while you were wearing it, it wound down from lack of activity.

An unwound watch will frequently tick faster than a watch that is fully wound, and it just sounds to me as if you do not move enough to keep it wound at the top of it's power curve, but rather it runs at the bottom of that curve - fast.

When your watch stops, the correct thing to do is wind it, not tap it.

An auto-wind watch winds itself by activity, not just because it is worn. Wind it up fully once a week for a while and see how it performs.

If there is nothing physically wrong with the watch, nobody can "fix" it.

Many thanks for the information! I did not know watches that are unwound will tick faster! I think that makes sense why before going to sleep was faster and during the night it stopped.

I winded it 40 times two days ago and it worked perfectly, however yesterday night it stopped again (around 30 hours later I winded it). ☹️
I am also a very active person and yesterday I was even doing sports with the watch… so I think the automatic is not working good or it gets stuck somewhere, but I will call the customer service tomorrow and lets see what they say.