Waiting for Rolex Canada's decision

[Panaboy]

I recieved a BNIB Milgauss GV as a Christmas present.
Upon opening the present, removing the stickers and sizing. I noticed that the crown only turned 3/4 turn after the threads engaged.
I took it back to the AD Dec 29 2010. They said it was probably debris in it and would look at it right away. Well three weeks later I am now told that the threads in the crown were not not long enough. I asked that it be replaced with a brand new one and was not going to accept a factory defected one.
The AD then said it was waiting for a authorization from Rolex to proceed.
Is that the way to treat a customer of over 20 Rolexes in the past couple years?
I have not even mentioned the friend that bought it for me. Who has purchased over 50 Rolexes from the same AD for personal and gifts in the last few years.
I think Rolex is more about marketing than customer service.
This is the last Rolex that I purchase.

[Lion]

I'm sorry for your situation...there must be some misunderstanding between you, the AD and Rolex as they should replace the watch without question!!!

[Brent]

Please reconcile these two statements:

(1) I recieved a BNIB Milgauss GV as a Christmas present.

with:

(2) This is the last Rolex that I purchase

[Panaboy]

Originally Posted by Brent

Please reconcile these two statements:

(1) I recieved a BNIB Milgauss GV as a Christmas present.

with:

(2) This is the last Rolex that I purchase

I purchased a Platinum DDII couple weeks ago

[Rolex Freak]

Bypass the AD, and contact Rolex yourself. I'm sure they will take care of the situation. Take a deep breath in, relax and before you know it, your problem will be history.

[rolexertion]

So far you have not dealt with Rolex, you have dealt with an AD. In my experience, that's as much use as dealing with a random stranger on the street. Deal with Rolex.

[snog]

try and see Rolex and the AD as two different entities,I find that the AD can see a customer with a problem as someone that will cost them money,whereas the manufacturer hopefully as a problem that needs to be corrected to the customers satisfaction.

I would start looking for a new AD.

[Tools]

Sorry...... I don't agree with those who insist that they get a new watch every time they find a defect with the one they bought or got..

I too would be miffed if it happened to me, but this is what the warranty is for and I'm sorry that you were unfortunate enough to have found one with a defect; it will be properly addressed

[Saxon007]

Originally Posted by Panaboy

Is that the way to treat a customer of over 20 Rolexes in the past couple years?

You buy a Rolex roughly once a month and your AD is not jumping through hoops to get this one replaced? That makes no sense.

I would think you would have enough pull to get this done instantly. If not you need a new AD.

[EvEr34]

Having bought 20 or 50 rolexes is not going to have any affect on wether your AD is going to give you a new watch WITHOUT prior authorization from rolex. If he does so he's basically giving you a free watch. Rolex will come through in the end I am sure, it just takes time. Its pretty much the same for every thing. Try and get a new car from your dealer because the one you have has a defect that CAN be fixed.


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[The GMT Master]

Originally Posted by tools

sorry...... I don't agree with those who insist that they get a new watch every time they find a defect with the one they bought or got..

I too would be miffed if it happened to me, but this is what the warranty is for and i'm sorry that you were unfortunate enough to have found one with a defect; it will be properly addressed

x2

[cedargrove]

Originally Posted by Panaboy

I think Rolex is more about marketing than customer service.

I've had two recent situations that would say otherwise. Rolex was great to deal with. They will fix the problem.

If you are such a good customer of the AD, and they aren't treatign you as they should, then it's the AD you should boycott.

[Panaboy]

Originally Posted by Tools

Sorry...... I don't agree with those who insist that they get a new watch every time they find a defect with the one they bought or got..

I too would be miffed if it happened to me, but this is what the warranty is for and I'm sorry that you were unfortunate enough to have found one with a defect; it will be properly addressed

This watch is Brand New fresh from the AD.
I understand you would purchase a watch brand new from the AD and expect it brought back into the AD for three weeks until it is repaired.
Warranty is one thing if it was being used and had some problems but this is BRAND NEW.
I believe in your country theres such thing as the Lemon Law.
Would you insist on keeping the car?
When I purchase a brand new watch no one would accept it to be back to the dealer for three weeks to be taken apart. I would rather buy pre owned watch...

[RW16610]

I am so sorry to hear this situation. What you should do still is write to Rolex directly to Switzerland. In the past when I had issues they responded and dealt with it very quickly. A shame the AD / Rolex Canada has those flaws and can only imagine how you must feel right now.

[DoxaDavid]

Originally Posted by Tools

Sorry...... I don't agree with those who insist that they get a new watch every time they find a defect with the one they bought or got..

I too would be miffed if it happened to me, but this is what the warranty is for and I'm sorry that you were unfortunate enough to have found one with a defect; it will be properly addressed

I am afraid I agree. It is unfortunate you were one of the very few who bought something with a defect but that doesn't necessarily entitle you to a replacement unless the one you bought can't be fixed reasonably or quickly.

My wife gets a company car and this year it was a Ford Fusion..Motor Trend's 2010 Car of the Year..Yeah what ever.

Anyway, we go to the dealer to pick it up and the fleet manager sheepishly tells us it won't start. Thinks because it had a dead battery it cleared some code so we have to sit at the dealer for two hours before they came in and said we were good to go. I leave and head home while she heads to the mall to shop. I get a call a few hours later to come pick her up because the car won't start! Ugghh

Long story short, they gave her a rental and Ford had that car in the shop for 2 1/2 months trying to find this intermittent electrical problem. Her employer is a multiple billion dollar company who uses the largest fleet company in the USA. Do you think Ford would take back the car? NO.. To get a car returned under the new vehicle "lemon law", you have to have three separate repairs for the same problem over a period of time and it didn't qualify. In the end they replaced darn near all the electronics but luckily it has been fine since.

The moral of the story is just because you spent a lot of money at a particular AD does not entitle you to circumvent the system nor entitle you to an automatic replacement. That's why as Tools said, it comes with a warranty and I am sure Rolex will repair it perfectly and you will have a nice watch.

Frustrating for sure but I wouldn't condemn either Rolex or the AD at this point unless they fail to make it right. Give it a little time and I bet it will work out.

[Tools]

Originally Posted by Panaboy

This watch is Brand New fresh from the AD.
.
I believe in your country theres such thing as the Lemon Law.
Would you insist on keeping the car?
When I purchase a brand new watch no one would accept it to be back to the dealer for three weeks to be taken apart. I would rather buy pre owned watch...

Yes, we do have a "Lemon Law". But you cannot just take the car back and proclaim it a lemon and get another car. You must, by law, allow the Dealer to repair it under warranty, and then it must continue to be faulty.. This is an "apples to lemons" analogy.......

But, here is my point.. When a Rolex goes back to Rolex for a warranty issue, such as yours, it is taken apart completely and fixed properly. It is no less "new" because a watchmaker has gone through it.. A machine and some techs put it together to begin with; so I would say that a returned watch that has had individual attention, is properly repaired, serviced, and inspected - individually - is a far better time-piece when you get it back than it was when it originally came in a box off an assembly line.......

[cody p]

Originally Posted by Tools

Sorry...... I don't agree with those who insist that they get a new watch every time they find a defect with the one they bought or got..

I too would be miffed if it happened to me, but this is what the warranty is for and I'm sorry that you were unfortunate enough to have found one with a defect; it will be properly addressed

I kinda agree.

[Panaboy]

With a company like Rolex which spends more funds on marketing than its competitors.
I'm very surprised that something like crown screw threads can be overlooked.
Would they not turn the crown to check its functions upon final inspection...

Rolex AD has ageed to refund or replace the defective product.

[Rolex Freak]

Originally Posted by Tools

Yes, we do have a "Lemon Law". But you cannot just take the car back and proclaim it a lemon and get another car. You must, by law, allow the Dealer to repair it under warranty, and then it must continue to be faulty.. This is an "apples to lemons" analogy.......

But, here is my point.. When a Rolex goes back to Rolex for a warranty issue, such as yours, it is taken apart completely and fixed properly. It is no less "new" because a watchmaker has gone through it.. A machine and some techs put it together to begin with; so I would say that a returned watch that has had individual attention, is properly repaired, serviced, and inspected - individually - is a far better time-piece when you get it back than it was when it originally came in a box off an assembly line.......

Well put Larry.

[MY-WATCH]

Originally Posted by Saxon007

You buy a Rolex roughly once a month and your AD is not jumping through hoops to get this one replaced? That makes no sense.

I would think you would have enough pull to get this done instantly. If not you need a new AD.

x2

[Panaboy]

Originally Posted by Tools

Sorry...... I don't agree with those who insist that they get a new watch every time they find a defect with the one they bought or got..

I too would be miffed if it happened to me, but this is what the warranty is for and I'm sorry that you were unfortunate enough to have found one with a defect; it will be properly addressed

In your own words these are "reconditioned" watches and you would be interested in purchasing if they were deeply discounted or half price.
I would be interested too. I would probably purchase one of each watch in their entire collection.
But when someone pays BNIB price for it and the watch has to be sent back to the factory for defects. There is no way anyone on this forum would pay BNIB price for factory seconds or factory refurbished.

[hanto]

x2

[The GMT Master]

Originally Posted by Panaboy

With a company like Rolex which spends more funds on marketing than its competitors.
I'm very surprised that something like crown screw threads can be overlooked.
Would they not turn the crown to check its functions upon final inspection...

Rolex AD has ageed to refund or replace the defective product.

Rolex makes three quarters of a million watches a year, it's an inevitability that the odd one slips through the net. It's the same for every single brand - the difference is that Rolex's warranty is enacted swiftly and efficiently, and as a general rule of thumb, they only need to go back once

[Panaboy]

Originally Posted by The GMT Master

Rolex makes three quarters of a million watches a year, it's an inevitability that the odd one slips through the net. It's the same for every single brand - the difference is that Rolex's warranty is enacted swiftly and efficiently, and as a general rule of thumb, they only need to go back once

I will not accept the odd one that slips through the net.
I will not pay BNIB price for something that is BNIB and has to be redone after leaving the factory

[The GMT Master]

Originally Posted by Panaboy

I will not pay BNIB price for something that is BNIB and has to be redone after leaving the factory

Then that's your prerogative, but the AD is doing exactly what they're supposed to do in the eyes of both Rolex and the law. A minor fault like a crown not screwing down properly isn't cause to get worked up over, in my opinion: if it were a serious mechanical problem, then a replacement would be more justified

[Panaboy]

Originally Posted by The GMT Master

Then that's your prerogative, but the AD is doing exactly what they're supposed to do in the eyes of both Rolex and the law. A minor fault like a crown not screwing down properly isn't cause to get worked up over, in my opinion: if it were a serious mechanical problem, then a replacement would be more justified

A defect is a defect especially when it is brand new

[jamesbondOO7]

What's your dog? I want the same.

[Sixxgrand1]

Originally Posted by Panaboy

......
Would they not turn the crown to check its functions upon final inspection...

Final Inspection? Does Roles even really actually have a final inspection? In reading and contributing to the many posts over the last months regarding poor Rolex QC and the many watches which make it through Rolex QC and then AD QC and make it to our homes where WE incidentally - seem to be Rolex Final Inspection...it makes a fellow wonder.

I think the Rolex robots needs to have their Final Inspection programming - inspected..

Get a new one. Rolex markets perfection. You paid for perfection (or someone did..) Therefore you expect perfection. Nuff said.

[DoxaDavid]

Originally Posted by Sixxgrand1

Final Inspection? Does Roles even really actually have a final inspection? In reading and contributing to the many posts over the last months regarding poor Rolex QC and the many watches which make it through Rolex QC and then AD QC and make it to our homes where WE incidentally - seem to be Rolex Final Inspection...it makes a fellow wonder.

I think the Rolex robots needs to have their Final Inspection programming - inspected..

Get a new one. Rolex markets perfection. You paid for perfection (or someone did..) Therefore you expect perfection. Nuff said.

Does Rolex even really actually have a finl inspection? Are you kidding? Come on

Rolex manufactures 100,000's of thousands of watches every year and I would guess there defect rate is a small fraction of 1 percent and to bitch about "many watches with QC issues" is ridiculous Is there any manufacturer who is 100% perfect all the time? I wold like to hear about them because I doubt they exsist so lighten up.

As to the OP, your position isn't realistic or even reasonable. In your world, let's say you took the watch home and when you sized it, one of the screws on a link broke. You bring the watch back to your Ad and tell him he needs to replace the watch immediately because it needs a new screw! He tells you he will order a new screw and it will be covered under warranty but you wouldn't be satisfied unless he replaced the watch because it was new? Come on..

[Panaboy]

Originally Posted by DoxaDavid

Does Rolex even really actually have a finl inspection? Are you kidding? Come on

Rolex manufactures 100,000's of thousands of watches every year and I would guess there defect rate is a small fraction of 1 percent and to bitch about "many watches with QC issues" is ridiculous Is there any manufacturer who is 100% perfect all the time? I wold like to hear about them because I doubt they exsist so lighten up.

As to the OP, your position isn't realistic or even reasonable. In your world, let's say you took the watch home and when you sized it, one of the screws on a link broke. You bring the watch back to your Ad and tell him he needs to replace the watch immediately because it needs a new screw! He tells you he will order a new screw and it will be covered under warranty but you wouldn't be satisfied unless he replaced the watch because it was new? Come on..

If the issue was my fault I would not even bring it back to the AD.
In my world I will not pay BNIB price for something that has to be redone or factory reconditioned. In your world I'm sure you are accustom to factory seconds