reply from rolex at last

[jaguarsimon]

Hello all,
I posted a thread on here in February regarding the noise and vibration I could hear and feel when I shake my four year old submariner, even slightly. It's obviously the rotor.

I said I had also written to the service centre in Kent, but I had not had an reply despite it being sent recorded delivery and had been signed for.

So last week I wrote to head office in London with attached copy of previous letter.

I got a reply a few days later from Kent apologising for not replying earlier and they had no record of my previous letter.

They said "It is normal to experience some oscillating rotor movement and noise whilst the watch is perpetually winding. These characteristics may indeed vary as the watch nears a service interval."

And that the watch should be serviced every 5 - 7 years (despite Goldsmiths sending me a marketing letter last week saying it was now due for a service and I should take it to them!) and they asked it is returned to them through an official Rolex retailer when due.

They didn't answer my question on how I could send the watch direct to them as maximum royal mail insurance is only £2500, as I presume, although could be wrong, that the retailer will make a charge for sending it to them on top of the service charge.

They also didn't answer my question regarding me actually taking it to a Rolex approved repairer, particularly Goldsmiths in Wigan or was it Widnes has one in their store, and whether they would do as good a job as their service centre etc. I would be prefer to actually take it there rather than risk it getting lost/stolen via posting, guess it would be cheaper, and the turnaround would be quicker.

So, my question is, has anyone had their watch serviced by an approved Rolex repairer like in Goldsmiths, and if so was it cheaper/quicker and work good, and was it polished to look like new etc?

And has anyone had it serviced by the Service Centre via a retailer and did the retailer charge to send it (above any postage charge)?

And has anyone sent it directly to Rolex, and if so how did you send it bearing in mind the limit on Royal Mail insurance?

And finally does anyone know the current charge/turnaround time for service in Kent?

Cheers,

Simon

[Bucky]

I'm pretty sure that if you take it to Goldsmiths for repair they send it back to Rolex anyway.

[padi56]

Originally Posted by jaguarsimon

Hello all,
I posted a thread on here in February regarding the noise and vibration I could hear and feel when I shake my four year old submariner, even slightly. It's obviously the rotor.

I said I had also written to the service centre in Kent, but I had not had an reply despite it being sent recorded delivery and had been signed for.

So last week I wrote to head office in London with attached copy of previous letter.

I got a reply a few days later from Kent apologising for not replying earlier and they had no record of my previous letter.

They said "It is normal to experience some oscillating rotor movement and noise whilst the watch is perpetually winding. These characteristics may indeed vary as the watch nears a service interval."

And that the watch should be serviced every 5 - 7 years (despite Goldsmiths sending me a marketing letter last week saying it was now due for a service and I should take it to them!) and they asked it is returned to them through an official Rolex retailer when due.

They didn't answer my question on how I could send the watch direct to them as maximum royal mail insurance is only £2500, as I presume, although could be wrong, that the retailer will make a charge for sending it to them on top of the service charge.

They also didn't answer my question regarding me actually taking it to a Rolex approved repairer, particularly Goldsmiths in Wigan or was it Widnes has one in their store, and whether they would do as good a job as their service centre etc. I would be prefer to actually take it there rather than risk it getting lost/stolen via posting, guess it would be cheaper, and the turnaround would be quicker.

So, my question is, has anyone had their watch serviced by an approved Rolex repairer like in Goldsmiths, and if so was it cheaper/quicker and work good, and was it polished to look like new etc?

And has anyone had it serviced by the Service Centre via a retailer and did the retailer charge to send it (above any postage charge)?

And has anyone sent it directly to Rolex, and if so how did you send it bearing in mind the limit on Royal Mail insurance?

And finally does anyone know the current charge/turnaround time for service in Kent?

Cheers,

Simon

If you ring the main UK RSC centre they will sent you instructions how to pack and send your watch for service.

[jaguarsimon]

Correct, but a few of them have an in-house rolex approved watch repairer. Specifically, the nearest ones to me (Wirral) are in Arndale centre Manchester and Wigan.

[RolexDivers]

On a normal submariner, you should not be able to hear or feel the rotor ... that's one of the beauties of Rolex -- how silently it works

[Rolex Richie]

My Dad has just returned his watch to Kent for a repair. He took it to a Rolex authorised dealer. I don't think they charge for sending it to Kent.

Rolex customer service is very good. I have had some good communication with them.

If in doubt give them a ring. Think number is 01732 752400

[jaguarsimon]

RolexDivers: It didn't used to do it, but if you shake it just a little you can defo hear and feel the rotor whizzing round. It keeps time okay and winds itself up okay too. I explained all this to Rolex and got that reply that it's normal, so I'm not too worried.

Rolex Richie: Was it a service your dad had done and if so what Rolex was it and how much did they charge?

Due to the amount it costs for a service I think it's a little early to have it serviced particularly as they said it's not due for another year to three years.

[Woody]

Just take your watch to the nearest Rolex Authorised dealer (doesn't have to be Goldsmiths) and tell them you want your watched serviced by the RSC - they will arrange for the watch to be sent to RSC and will phone you when it is ready for collection. You could also visit Rolex in St James's Square, London where they will inspect your watch and provide you with a quote for the cost of the service - you can then speak to a technician and leave your watch with them with the option to collect once the work is complete or to have them post it back to you. Personally I would avoid the in-house Rolex trained technicians, I just don't believe they are as good as the staff at the RSC.....just my opinion and I am sure many will disagree. I think the cost of a service by RSC is about £475.

[jaguarsimon]

Thanks Woody. What makes you think the accredited Rolex watch repairers aren't as good as RSC, do you have experience or do you know something!?

I don't want to or need to go all the way to London, it's just too far I think.

Luckily there is a Rolex dealer locally so i could go there.

I'm still trying to find out if they do charge to send it to RSC, and how they send it if it's fully insured in case of loss or theft in transit. I'm a little nervous of sending something worth so much.

[Rolex Richie]

JaguarSimon,
No it wasn't a service, it was a replacement caseback he needed.

[jctrolex]

Originally Posted by jaguarsimon

Thanks Woody. What makes you think the accredited Rolex watch repairers aren't as good as RSC, do you have experience or do you know something!?

I don't want to or need to go all the way to London, it's just too far I think.

Luckily there is a Rolex dealer locally so i could go there.

I'm still trying to find out if they do charge to send it to RSC, and how they send it if it's fully insured in case of loss or theft in transit. I'm a little nervous of sending something worth so much.

Wouldn't it be a lot simpler and direct if you post the question to the AD you are going to use? You will have to confirm with them anyways even if you got some answer here.

[jaguarsimon]

Just had reply from Wigan Goldsmiths. Their approved in-house watch repairer would take 6-8 weeks and cost inc VAT of £525, and they can send it to Rolex at same cost and take 14-16 weeks.

I wonder if sending direct to Rolex is cheaper and Goldsmiths make some money arranging to send it themselves and justify the same price by quicker turnaround.

I've still not had a satisfactory answer about how Goldsmiths send it or how you send it yourself so that it is fully insured against loss or theft in transit as Royal Mail's maximum insurance is only £2500.

[bjackson]

Originally Posted by jaguarsimon

Correct, but a few of them have an in-house rolex approved watch repairer. Specifically, the nearest ones to me (Wirral) are in Arndale centre Manchester and Wigan.

i seem to remember that one of the rolex stores in liverpool 1 had an in house engineer, not sure which one but it was a large shop.sorry i can't be more specific.
cheers
bruce