Is it still a new watch with no papers?

[astcell]

Well I have not yet received my warranty paperwork from my AD. Every time I go in there they promise me a callback in 10 minutes. Last time I hung around for 30 minutes while folks checked this computer and that computer, running back and forth. For all I knew they were playing "Pong."

They PROMISED to call me by the end of the day last friday and did not. This is getting frustrating. I will be out of the area until next year and would really like to have my paperwork in order, you know.

If we assume that the paperwork was lost in the mail, would Rolex make new papers? I never did see the papers myself, I suppose the watch could have been returned from a past sale and has another name on the paperwork? Or maybe Rolex got the papers and there is a problem?

In any case no one is talking to me. I'm almost ready to accuse them of selling me a used watch. I love the watch of course, and I love the selection at my AD, but I really wish someone would talk to me, even if to say hey we are still looking into it, we called Geneva, yadda yadda. Some assurance that I have not been left on the side of the road.

So I am a little miffed and bothered. Not upset yet. I leave Thursday. I can see the AD tonight and for two more days. Does anyone have a thought as to exactly what I need to say to get closure?

[JJ Irani]

WOW! Tough one for me, Robert. It's normal practise to issue Warranty papers at the same time the watch is presented to the customer.

Someone might be along shortly to help you out. Can we see some pics of your new acquisition?

Thanks - JJ

[C.J.]

Try taking the watch and box back and tell them you don't want what may be a used watch. Without the papers to prove it's not you feel as though you just can't be sure. I bet they find them then

[mike]

Well, I hope I'm understanding this correctly. I assume this is a new watch bought from an AD within the last 30 days??

If so, some ADs have been known to hold the paperwork and not submitt it to Rolex for a period of time untill their return period is over--usually 30 days.
IMO that's dirty pool, you should walk out the door with all your paperwork.

The reason they do this is so they don't have to deal with a "used" watch should you decide to return it.

I assume you have the orginal receipt so there should not be a problem if you needed warranty work before you got your papers.

[sub2004]

Hi Astcell

I dont know how its done in your part of the world but down here you are ALWAYS given the dated stamped paperwork as soon as you buy the watch, even if you are picking up at airport for tax free, the they let you take the paperwork etc home. I have never heard of paperwork not being given when the watch is purchased.

In fact, with the utmost respect, i must point out that you should probably not have got the watch unless they gave you the paperwork in your hand. Its a high end watch, not a BBQ set from Wal Mart where you could wait for the paperwork to be sent to you etc.

I truly feel for you, becuase its part of the package and comes with the experience of buying the watch. When i got my panerai, the paperwork was dated, stamped and put in the triple box and given to me.

I recommend you take the watch back and ask for a refund if the paperwork is not found within 3 days, thats long enough for overnight express courier if the AD does not want to lose the business and get Rolex to send another. Paperwork is a big deal as paperwork is "provenance" in these watches. Its part of the price paid to buy BNIB from an AD.

As an attorney i can proffer the advice that you give them the few days, or write a letter documenting your concerns and if nothing happens, return the watch. Remember that the contract to purchase the watch was for BNIB which includes as an express term the inclusion of paperwork which lays the foundation for your 2 year Rolex Worldwide Service Guarantee. Failure to provide the paperwork would be a breach as you have no warranty, not even implies warranty as Rolex wont touch it without the paperwork for warranty period service.

And i think you have been more then patient with your AD.

Hope it sorts out.

[DocD]

I've got to give you credit because you are much more patient than I would be in this situation. Tomorrow, I would be in that AD and I would DEMAND to speak with the store manager or owner. I would explain your concern and the FACT that your entire reason for purchasing the Rolex at an AD was to avoid the exact situation you are presently experiencing.

You are now seriously doubting the idea of whether your watch is TRULY a "new" watch or may have been purchased and returned. Therefore, I would insist on one of the three following options:

1) A full refund of the purchase price (which would be my last choice since there is now a price increase).

2) I would tell them I am NOT leaving until I have a copy of the warranty.

3) I would request that they exchange the watch for a BNIB watch with ALL paper work included IMMEDIATELY.

I would also inform them that you plan on contacting Rolex U.S.A. to inform them of the way you've been treated and the fact that you were sold a supposedly "new" Rolex, though no paperwork was ever made available to you.

I would no longer sit back and wait for them to respond. Something definitive must be done during your next visit or else it's going to be a "the check's in the mail" type situation that will end up with no resolve and YOU getting screwed.

[watchdrummer]

They should have given it to you on the spot. But my AD says Rolex will reissue papers for $50--in your case the AD should

[amanda]

Some great advice above. I'd also go into the AD at their busiest time, dont let them fob you off, make a mini-scene if you have to to get what you deserve.

Maybe ring Rolex USA anyways to get their 2cents. For you all you, this dealer might be under the eye of Rolex for similiar previous behavior towards its customers!

Good luck, I really feel for you.....

[Rto]

Hi Robert,
I'm also located in FL (maybe a coincidence), but on all my Rolex purchases in 2 different ADs here in the area I went out without the certificate, but everything else. (different than a purchase I did last year in the Caribbean that I received right away with the product).

Anyway, on my first purchase (as a rookie) I asked them about the certificate and they told me that they do not keep any certificate at the store but on a safe at their main office for "security reasons". (in this case, this AD has more than 5 stores)
They justified this procedure telling that if for instance the store were robbed, they would be able in some way to report Rolex and avoid somebody else to register it;

On all my previous purchases at both ADs, I received by mail on an average of 15-20 days after the original purchase date not only the Rolex certificate but an appraisall for the watch, so everything went fine so far...

But, since my last purchase (about 20 days ago) I was able to receive the appraisal on the mail last friday, but NOT THE ROLEX CERTIFICATE...so I just started to worry about it (like you now) since this weekend and decided to leave a message to my sales person overthere asking about it.
Since then no reply...(I think he was off today)

Maybe it's the same AD... (PM me if you want and we can check if that's the same AD - I do not know if we can name the AD here at the forum).

I will try to contact my AD tomorrow anyway first time in the morning and ask for some explanation on that.

I have a question for all the experts here:

Are the ADs obbligated to tell the customer before sellling it that the specific watch was returned by someone else?? (even if the certificate was not issued)

Thanks in advance

[astcell]

Originally Posted by JJ Irani

WOW! Tough one for me, Robert. It's normal practise to issue Warranty papers at the same time the watch is presented to the customer.

Someone might be along shortly to help you out. Can we see some pics of your new acquisition?

Thanks - JJ

I posted a pic at purchase, however the current trend seems to look for a theme with added accessories. I'll keep mine very simple.

[JJ Irani]

Originally Posted by astcell

I posted a pic at purchase, however the current trend seems to look for a theme with added accessories. I'll keep mine very simple.

Beautiful pic, Robert...thanks!!

BTW, if memory serves me right, you happen to be 6 foot 4 inches tall and weigh around 250 lbs. or so. Am I right?

So what the hell you waiting for, tosser? Bulldoze your way into your AD's shop and throw some of that height and weight around!!

I think you'll see some POSITIVE results!!

Good luck, pal - JJ

[astcell]

I'm 6'4 and down to 220 lbs, looking better! But you have a point, I have been told many times that I intimidate people when I just frown at them. That can be good or bad. I'll pop by the AD tonight or tomorrow, it will be their last chance!

[Otis]

Originally Posted by astcell

I posted a pic at purchase, however the current trend seems to look for a theme with added accessories. I'll keep mine very simple.

Forgive my igorance, but what passport is that?

[ohsixx]

I just received papers this week and bought the watch on 9/9. I am sure it had something to do with the "30 day return period." Maybe you are in the same situation.

[astcell]

Originally Posted by Otis

Forgive my igorance, but what passport is that?

That's the US passport that you may get when you travel for official government business. It is issued by the State Dept. I have the blue (personal) one as well, but the .gov is smart enough to never give me a black one (diplomatic). :-)

[Rockrolex]

Robert, did you pay for the watch with a credit card?

If so, tell the AD that you are going to leave the watch with them and dispute the charge if you don't walk out of the store with all the requistie papers. If you do that, make sure you get a receipt for the watch to prove that they received it. If they won't give you a receipt, don't leave the watch but dispute the charge with your credit card company anyway. The basis for the dispute is that the AD committed fraud in the transaction.

You'll see just how fast they respond when they are out the money and the watch.

If you would like more details on how to do this, PM me.

[astcell]

I've done disputes before, and won. Everything is in the buyer's favor when they do that. This is going to be interesting, I hope to go there this evening.

[JJ Irani]

Originally Posted by astcell

I've done disputes before, and won. Everything is in the buyer's favor when they do that. This is going to be interesting, I hope to go there this evening.

Hey Robert,

Wear an extra tight-fitting, chest-hugging, biceps-bulging, trapezius-protruding, forearms-rippling type of T-shirt as you enter the shop.

JJ

[astcell]

Originally Posted by JJ Irani

Hey Robert,

Wear an extra tight-fitting, chest-hugging, biceps-bulging, trapezius-protruding, forearms-rippling type of T-shirt as you enter the shop.

JJ

I'm afraid I look more like a Care Bear than the Terminiator.

[JJ Irani]

Originally Posted by astcell

I'm afraid I look more like a Care Bear than the Terminiator.

At 6 foot 4 and 220 pounds, all you have to do is walk in and say: I'll be BACK!!

Betcha they don't let you out of their sight.....and fix matters up right there and then!!

[djemmtee]

wow sorry to hear about your troubles, you would think after spending thousands of dollars on your timepiece that they would get the warrenty paperwork right....i have gotten 2 rollies and with both, they gave me all my paperwork typed with my name in the warrenty right on the spot. i would demand to see that paperwork from your ad otherwise tell them to give you a brand new one with the paperwork....grrrrrr im getting mad for you just thinking about it. i hope it all works out for you(steps off the soap box)

mike

[astcell]

Well I received my paperwork in the mail today as well as their "appraisal" and extended warranty...except that:

1. They spelled my name wrong on the paperwork (it was just hand written in, I suppose I can correct it);
2. Their appraisal says at the bottom in the legal fine print "This is NOT an appraisal."

I guess this is one of the drawbacks for major chains vs. 'mom and pop' stores. The salesman's hands are tied as far as what he can do. Like the kid who works at a fast food joint, maybe they can give you another meal or a milkshake on the house, but they cannot change their corporate policy.

Sigh.

[Rockrolex]

Originally Posted by astcell

Well I received my paperwork in the mail today as well as their "appraisal" and extended warranty...except that:

1. They spelled my name wrong on the paperwork (it was just hand written in, I suppose I can correct it);
2. Their appraisal says at the bottom in the legal fine print "This is NOT an appraisal."

I guess this is one of the drawbacks for major chains vs. 'mom and pop' stores. The salesman's hands are tied as far as what he can do. Like the kid who works at a fast food joint, maybe they can give you another meal or a milkshake on the house, but they cannot change their corporate policy.

Sigh.

The major chains get away with that kind of crap because 95% of the people they sell to don't care about the warranty or appraisal. They just want a Rolex because of its status value.

[astcell]

Originally Posted by Rockrolex

The major chains get away with that kind of crap because 95% of the people they sell to don't care about the warranty or appraisal. They just want a Rolex because of its status value.

I keep the boxes and papers on my Nikon, Leica and Canon cameras, they actually help considerably on resale. The Rolex box is obviously not something cheap, and the registration paperwork has anti-counterfeiting methods used on it.

If only .005% buy a rolex and 95% of those do not care about anything but the watch, thats puts me in a very small group indeed. But there is nothing wrong with expecting a little customer service!

I wonder if this was a coincidence or maybe my AD got wind of this thread....

[Rockrolex]

Originally Posted by astcell

I keep the boxes and papers on my Nikon, Leica and Canon cameras, they actually help considerably on resale. The Rolex box is obviously not something cheap, and the registration paperwork has anti-counterfeiting methods used on it.

If only .005% buy a rolex and 95% of those do not care about anything but the watch, thats puts me in a very small group indeed. But there is nothing wrong with expecting a little customer service!

I wonder if this was a coincidence or maybe my AD got wind of this thread....

Robert, are you dreaming? Customer service from a megalithic monster? You have got to be kidding!!

[astcell]

Originally Posted by Rockrolex

Robert, are you dreaming? Customer service from a megalithic monster? You have got to be kidding!!

I'm sorry, I don't know what I was thinking!