Help!!!

[Corvette Danny]

Hi, I'm new to the forum. I purchased my very first Rolex on November 17, 2011. Since then I have been so frustrated and disappointed. I bought a new Submariner 16613LN from a dealer. First the screws fell out of the bracelet and I almost lost it! Then it really started gaining time so I contacted Rolex Service in Dallas. They weren't very sympathetic, said it was designed to run a little fast in order to "settle in" over the first year. It as gaining 2 minutes per week! Then the setting wasn't crisp, the hands would "jump" a minute or two when you pressed the crown back in. I sent it away for service - only 8 months old at this time. They sent it back, dirty with fingerprints all over the crystal and showing some scratches on the bracelet. I was pretty upset so I contacted them and after much back and forth, I got a letter saying that they would polish the bracelet and case, clean and service the watch and replace the sapphire crystal as they noted a very small chip. (Why wouldn't they replace it at the original service time?). Anyway all of this would be done at no coat to me. They also extended my warranty by one year. I've been wearing the watch - no abuse, even taking it off to shower, since November when I got it back. Last Friday when I got up and went go out, the watch is totally dead. Stopped at 8:47:52. I tried to give it a couple of hand winds, nothing. This is a pretty expensive watch, only 14 months old and I've had nothing but trouble, not what I expected from one of the supposed best watch companies in the world! I contacted Dallas again but haven't had a reply. Does anyone have any suggestions??? Is there an email or contact for Rolex in Geneva to voice my displeasure? Thanks.

[Brenngun]

Danny,Sorry for your frustrations. Just a couple of questions. You said you bought it from a "dealer". Are we talking about an authorized Rolex AD? If yes what are they doing to help you? If not an AD why are you dealing with Dallas? Your location says Canada. Why not contact and use the RSC in Toronto? They have a very good reputation and could be very helpful to you. Last when you say you hand wound it a "few times" do you mean you turned the crown a half dozen times? To fully wind it you need to turn the crown a full revolution at least 40 times.

[Corvette Danny]

Hi, Thanks for the reply. I bought it from an AD in Cabo while on vacation. No help of course due to location. Toronto RSC put me onto Dallas due to my location and difficulty / cost associated with shipping insured for service. I dropped the watch at an AD in Spokane, Washington and they forwarded it to Dallas for service. Yes, I'm aware of the hand wind, second hand doesn't even move 1 second after winding. Totally dead.

[porschejeff]

Corvette Danny welcome. Sorry about your troubles. I really hope RSC will correct these problems and make it up to you somehow. Keep us informed.

[Corvette Danny]

Thanks for your note. I am sooooooo disheartened. I worked all my life to get this watch and bought it as a retirement present. It has spent more time broken, in transit for repair or being repaired than it has on my wrist. Really frustrated and certainly not what I expected from Rolex!

[legend9999]

Doesn't sound good.. I hope it's all resolved.. Keep us posted.

[andyol1966]

Really feel for you Danny. Think I would be asking for a replacement watch at this stage. Good luck.

[MonBK]

Originally Posted by Corvette Danny

Hi, Thanks for the reply. I bought it from an AD in Cabo while on vacation. No help of course due to location. Toronto RSC put me onto Dallas due to my location and difficulty / cost associated with shipping insured for service. I dropped the watch at an AD in Spokane, Washington and they forwarded it to Dallas for service. Yes, I'm aware of the hand wind, second hand doesn't even move 1 second after winding. Totally dead.

So you're not in Canada?

[impalass]

Hi Danny and welcome. So sorry to hear of your dilemma. I can't imagine the frustration you must be feeling, and your so right to expect much more !

Very dissapointing that RSC Toronto would not honour the warranty, I've experienced excellent service with them for over thirty years, and always imagined the Rolex warranty was international.

I sincerly hope this is finally resolved quickly and in your favour, you deserve a worry free Rolex on your wrist asap.

[Lagunatic]

I don't believe this story. I have a feeling this guy is playing around with us.

[George Ab]

Sorry to hear of the hassle. I have dealt with Dallas RSC for warranty work. They will get it right this time. Hang in there, after this you should not have any issues for 8 to 10 years. For future reference, if it ever starts running crazy fast like you described; I would take to a watchmaker to have demagnetized. Takes five minutes and may take care of the issue.

[Corvette Danny]

Hi, To answer a couple of questions. I am in Canada, I live right next to the US border, 120 miles from Spokane (closest AD). RSC Toronto would honor the warranty no problem but the only way to ship it insured is with Fed Ex and due to our location Fed Ex wanted close to $700 for shipping / insurance. Toronto said to take the watch to the closest AD (Spokane) and they would forward it to Dallas for repair, trying to save me some money and headaches. I agree with andyo - I should ask for a replacement due to all of the problems but there lies the problem...who to contact and where?

[Brenngun]

Originally Posted by Corvette Danny

Hi, Thanks for the reply. I bought it from an AD in Cabo while on vacation. No help of course due to location. Toronto RSC put me onto Dallas due to my location and difficulty / cost associated with shipping insured for service. I dropped the watch at an AD in Spokane, Washington and they forwarded it to Dallas for service. Yes, I'm aware of the hand wind, second hand doesn't even move 1 second after winding. Totally dead.

Danny, So others may jump on here with further suggestions. I've never heard that RSC in Toronto would push someone onto Dallas no matter where you are in Canada. They're there to service Canadian customer needs. This is a surprise.

The watch definitely has a problem. Your options are back to the same people who messed it up or find another RSC willing to take responsibility to make you a happy Rolex customer. The watch is still under the 2 year warranty so it should be accepted by any of the RSC's.

Regardless of what route you follow you should put together in writing a detailed chronology of what's happened and who has done what to the watch. I'd include anything that the Dallas RSC has agreed to do. Hopefully you've already got it all in writing.

If it was me I'd contact service management at RSC Toronto. Explain to them what's happend. Offer to send them all documentation to review before they decide to get involved and see if you can get them to take over the issue. They must have a shipping solution as they get watches in from all over the country.

Hopefully someone else may have a better suggestion but you may have to go through more difficulty before improvement. Good Luck

[Corvette Danny]

To answer Lagunatic.... I only wish I wss playing around. This is totally legit. I have all of the email correspondence from Dallas and Toronto as well as a written / mailed letter stating what dallas was going to do re the warranty extension and further service etc.

[Brenngun]

Originally Posted by Lagunatic

I don't believe this story. I have a feeling this guy is playing around with us.

Why??

[Lagunatic]

Originally Posted by Corvette Danny

To answer Lagunatic.... I only wish I wss playing around. This is totally legit. I have all of the email correspondence from Dallas and Toronto as well as a written / mailed letter stating what dallas was going to do re the warranty extension and further service etc.

If this story is true then i apologize. I hope everything works out for you.

[MonBK]

Originally Posted by MonBK

So you're not in Canada?

Asking again.

[Corvette Danny]

Thanks, me too. As I said, all of my life I've dreamed of owning a Rolex and when it finally comes to be, it's been a nightmare. Again...anyone know who else to contact, maybe higher up the food chain or should I just keep pursuing this with the Dallas RSC (I've copied all correspondence with Dallas to the Toronto RSC as well and they've been very sympathetic)???

[Corvette Danny]

Originally Posted by MonBK

Asking again.

Hi, As I said, I live in Canada right on the border. It was going to cost me almost $700 to insure and ship with Fed Ex to Toronto RSC so they suggested that I go to the closest AD, Spokane, Washington (about a two hour drive) and have them send the watch to Dallas. That's how the watch got to Dallas vs. Toronto

[shofzr]

I guess I'm missing something, if you are in Canada how did your watch end up in the Dallas RSC?

[shofzr]

Never mind the above post happen as I was typing :)

[Corvette Danny]

Originally Posted by shofzr

I guess I'm missing something, if you are in Canada how did your watch end up in the Dallas RSC?

Hi, As I said, I live in Canada right on the border. It was going to cost me almost $700 to insure and ship with Fed Ex to Toronto RSC so they suggested that I go to the closest AD, Spokane, Washington (about a two hour drive) and have them send the watch to Dallas. That's how the watch got to Dallas vs. Toronto (international warranty so they said it wasn't a problem to basically ship it to any RSC for repair).

[Corvette Danny]

Originally Posted by shofzr

Never mind the above post happen as I was typing :)

No problem, I just crossed paths with you as well. I have a question...do you think Rolex is open today in Dallas or closed for President's Day?? I sent an email on Saturday and again this morning but no reply yet?

[shofzr]

No, they are closed today.

[MonBK]

Originally Posted by Corvette Danny

No problem, I just crossed paths with you as well. I have a question...do you think Rolex is open today in Dallas or closed for President's Day?? I sent an email on Saturday and again this morning but no reply yet?

Phone # is: 214-871-0500 give them a call.

[Corvette Danny]

Originally Posted by shofzr

No, they are closed today.

Thanks and thanks to MonBK for the phone number, I'll call tomorrow. One of the managers (Ms. Tedeschi) has been very good at communicating so hopefully I'll get it resolved. It's still probably the best route to go I guess, going back to Dallas where the original service was done?

[MonBK]

Originally Posted by Corvette Danny

Thanks and thanks to MonBK for the phone number, I'll call tomorrow. One of the managers (Ms. Tedeschi) has been very good at communicating so hopefully I'll get it resolved. It's still probably the best route to go I guess, going back to Dallas where the original service was done?

No doubt about it.

[Frosty]

I am sorry you are having a problem. You feel terrible when something like this happens.

Many years ago when I graduated from High school I talked my parents into getting me an Accutron as a graduation present. This was a financial stretch for them at the time. For the first six or seven months, it spent more time at Bulova than it did on my wrist.

Fortunately, RSC Dallas is very good, so I am sure they will make this right.

[mmmmp]

Who did youspeak to at Rolex Toronto? I've had nothing but good experiences with them. Anyway, Hope everything works out for you.

[Corvette Danny]

Originally Posted by mmmmp

Who did youspeak to at Rolex Toronto? I've had nothing but good experiences with them. Anyway, Hope everything works out for you.

I've been dealing with Danielle at Toronto. She's the one that suggested going to Dallas.