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fosbibr · 21 October 2018, 10:42 AM

Question regarding sending a watch to Rolex for service. As noted in another post of mine, the SEL of my WG BLRO broke - seriously.

https://www.rolexforums.com/showthread.php?t=634321

I took it to a local AD (not where I bought it) requesting service. Obviously, this is a Rolex defect, watch is a little over two years old, and should probably go to Rolex itself for repair.

Local AD is asking a number of questions, including how much do I want to insure it for - I replied what's the retail price. I wasnt really thinking about why they asked me that during the moment. Additionally, the customer rep (or whatever you want to call him) at the AD merely placed the watch on a hard counter - no tray - and continued looking, laying on different sides; up, face down, crown side, etc against the hard counter...... I then suggest he should be using a padded tray to place my watch on - he complies.

Then rep tries to take a screwdriver to undo the spring bars - I suggest to him that he should be using a spring bar tool similar to fancy tweezers - "Oh, I do it this way all the time."

He gets done (and doesn't damage or mar anything to my amazement), bags everything up and says it will be $350 for shipping. Now, I'm understanding why he's asking for insured value. We go back and forth about how this is Rolex warranty issue and I don't expect them as the AD to pay for it, but Rolex should. Manager is not there to discuss, so he says he'll check with her before sending and call my for payment.

My question (beyond the crappy handling of my watch while in the store which will be discussed with the Manager) - is it reasonable / normal for me to expect the shipping to be covered by Rolex? Or is this just the normal standard situation and I should shut my word hole and pay the $350?

Thanks

herts9 · 21 October 2018, 11:06 AM

If the manager won't help out with rerouting the cost, I'd just pay it and put it behind me

bcat37645 · 21 October 2018, 11:15 AM

I had to pay to ship for warranty work. AD is in another distant location and I didn’t bother to try and deal with them. I called the Dallas RSC and was told I had to pay so I did. Watch is still there so no idea if it was worth all the hassle.

TCB · 21 October 2018, 11:29 AM

$350 for shipping is nuts. USPS.com shows the cost of a 2lb registered mail package with a declared value of $36750 from Colorado to Dallas or New York to be about $84-85

J_1964 · 21 October 2018, 11:37 AM

Quote:

Originally Posted by TCB

$350 for shipping is nuts. USPS.com shows the cost of a 2lb registered mail package with a declared value of $36750 from Colorado to Dallas or New York to be about $84-85

Agreed, I sent a watch to RSC Dallas from Sacramento CA ant the shipping was like $75.

watchwatcher · 21 October 2018, 11:40 AM

I think I might check with the RSC and see what the shipping cost would be. $350 does sound high.

037 · 21 October 2018, 11:50 AM

Agreed with the above. Ship it on your own for less. RSC can provide the label and box if you call them but you'll likely have to pay for outbound insurance. Return shipping will be covered assuming they cover the repair under warranty.

Call an RSC on Monday and ask them. For all we know they'll cover it fully.

fosbibr · 21 October 2018, 12:45 PM

Thanks for the feedback everyone. Didn't even think to check the price before hand. Will be picking up and having a conversation with the manager.

FWIW - I tried on a 116618 bluesy (and they didn't lay it on the counter) and I likey!!! My wife also thought it looked good so...

Seibei · 21 October 2018, 01:49 PM

Quote:

Originally Posted by fosbibr

Thanks for the feedback everyone. Didn't even think to check the price before hand. Will be picking up and having a conversation with the manager.

FWIW - I tried on a 116618 bluesy (and they didn't lay it on the counter) and I likey!!! My wife also thought it looked good so...

What a bunch of bungling amateurs. Why treat your property with contempt? Whoever was laying your watch down onto hard surfaces needs to find another occupation, like digging ditches.... Talk to the manager.

pickettt · 21 October 2018, 01:55 PM

It’s tacky to have a client pay shipping for a warranty issue. If it comes to pass that it was an issue not covered by warranty, then sure, client should pay. Aside from that, your manufacturing defect should not cost me another dime outside of the purchase price which includes......the warranty. 100% manufacturer’s responsibility.

toxicavenger · 21 October 2018, 03:11 PM

What AD in Colorado are you dealing with?

uansari1 · 21 October 2018, 05:05 PM

Send it to the RSC of your choice yourself! There are too many horror stories on these forums to trust it to an AD, in terms of security of your watch and cost.

Sent from my iPhone using Tapatalk

bradbyrd1110 · 21 October 2018, 06:31 PM

I had my Sub LV for 10 months and the second hand fell off of the stem. The AD sent it back to RSC without any charge to me. Speak with the manager.

GP13 · 21 October 2018, 10:21 PM

I had a Tudor Black Bay go back for warranty work. No cost to me for shipping. I guess AD must have covered it.

faimag · 21 October 2018, 10:53 PM

you still have to pay for the watch to reach RSC even if the actual work to be done is under warranty

1William · 21 October 2018, 11:41 PM

I have never paid for shipping for warranty work to any manufacturer through my AD. I have sent watches to Rolex, Omega, IWC and Seiko. If I did not have a great AD I would deal directly with Rolex SC in Dallas. There should be no shipping costs until it is outside the warranty period and they are an AD. I would have never let the clown that was helping you continue after he set the watch on the counter. But that is past. Go back in, talk to the manager and tell him what is going on and unless you here the right things then collect your watch and send it your self. Good luck.

Vinyasa · 22 October 2018, 12:41 AM

I brought my Exp II to the local AD a few months ago to send to RSC. They only charged $100 for shipping (to/from). $350 sounds excessive.

Brian Page · 22 October 2018, 12:49 AM

Contqct RSC and send it via usps yourself.

123Blueface · 22 October 2018, 02:48 AM

Why go through AD?
I always just send directly to RSC, registered mail.

shaunylw · 22 October 2018, 02:54 AM

Lol $350 to ship. My AD quoted me $60-$75 i think it was to ship it to Dallas. I passed and did it myself for less. I would probably let them do it on a PM watch so that if anything happens to it while in transit it’s between them and the shipping company to sort out. Other than that, it’s all going to the same place. No reason to spend extra money.

Sent from my iPhone using Tapatalk

dcash0615 · 22 October 2018, 03:20 AM

$350 is ridiculous. I send watches via FedEx with full insurance through Parcel Pro and have never paid anything north of $125.

I recommend calling the RSC directly and they will send you instructions on how to send the watch to them and how to package it up. They also only accept parcels from USPS with proper packaging and sealing of the package. Bypass the AD. I have no idea why people go to an AD to have their watch sent to the RSC. Just creates another layer between you and the RSC. This is where confusiion can happen and watches get polished when you don’t want them to be, etc. Deal with the RSC directly. Much easier.

Probably cost you <= $50 sending fully insured through USPS.

Quote:

Originally Posted by fosbibr

Question regarding sending a watch to Rolex for service. As noted in another post of mine, the SEL of my WG BLRO broke - seriously.

https://www.rolexforums.com/showthread.php?t=634321

I took it to a local AD (not where I bought it) requesting service. Obviously, this is a Rolex defect, watch is a little over two years old, and should probably go to Rolex itself for repair.

Local AD is asking a number of questions, including how much do I want to insure it for - I replied what's the retail price. I wasnt really thinking about why they asked me that during the moment. Additionally, the customer rep (or whatever you want to call him) at the AD merely placed the watch on a hard counter - no tray - and continued looking, laying on different sides; up, face down, crown side, etc against the hard counter...... I then suggest he should be using a padded tray to place my watch on - he complies.

Then rep tries to take a screwdriver to undo the spring bars - I suggest to him that he should be using a spring bar tool similar to fancy tweezers - "Oh, I do it this way all the time."

He gets done (and doesn't damage or mar anything to my amazement), bags everything up and says it will be $350 for shipping. Now, I'm understanding why he's asking for insured value. We go back and forth about how this is Rolex warranty issue and I don't expect them as the AD to pay for it, but Rolex should. Manager is not there to discuss, so he says he'll check with her before sending and call my for payment.

My question (beyond the crappy handling of my watch while in the store which will be discussed with the Manager) - is it reasonable / normal for me to expect the shipping to be covered by Rolex? Or is this just the normal standard situation and I should shut my word hole and pay the $350?

Thanks

Bigblu10 · 22 October 2018, 03:57 AM

Quote:

Originally Posted by fosbibr

Thanks for the feedback everyone. Didn't even think to check the price before hand. Will be picking up and having a conversation with the manager.

FWIW - I tried on a 116618 bluesy (and they didn't lay it on the counter) and I likey!!! My wife also thought it looked good so...

First of all you don't have to deal with an AD (in this case a horrible one) to send your watch to RSC for warranty service or any service for that matter. You contact them and they will send you a shipping box/padding and you will maybe pay $75 for USPS Registered mail w/25K worth of insurance. You are getting fleeced paying $350 for shipping and the AD is certainly padding their own pocket. May I also add the way they handled your watch like a bunch of Neanderthals is completely unacceptable, and they should compensate you just for this type of deplorable service. Best of luck and I hope all ends well!

MinMay · 22 October 2018, 04:02 AM

owner is responsible for shipping.

Likestheshiny · 22 October 2018, 04:11 AM

Another issue with going through an AD is that AD is officially the contact person for the watch as far as the RSC is concerned, so you'll also have to go through them to do any follow-up. That can get old fast if there's any meaningful back-and-forth about the watch. If the AD isn't covering the shipping cost, there's essentially no reason not to do it yourself (unless you just really don't want to deal with it at all until the watch is fixed and in your hands again).

Seibei · 22 October 2018, 05:17 AM

I find all this absurd. If your dishwasher fails, do you have to pay to ship it to a repair center? I don't think so. How is a Rolex watch different from anything else that has been sold with a warranty?

You should tell the dealer that the watch is under warranty and you want it fixed and if there is any cost, insurance, shipping or whatever, then it is up to him the dealer and Rolex the manufacturer to deal with it.

Imagine if you your computer failed and you took it in for a warranty repair and they told you you would have to pay hundreds of $ to ship it to a service center. That would be insane, right?

Bigblu10 · 22 October 2018, 05:29 AM

Quote:

Originally Posted by MinMay

owner is responsible for shipping.

I would imagine to the RSC. They will pay for shipping return back to customer. Unless they are willing to send customer a pre paid shipping label? I have never needed warranty work.

watchmaker · 22 October 2018, 08:03 AM

The issue of whether the manufacturer should pay for shipping for a warranty repair is one point, but if you did not buy from this AD there can be no reasonable expectation of them footing the shipping bill (inflated as it seems to be). Contact Rolex or the AD you purchased from. If you didn’t purchase from an AD I’d say there isn’t much else you can do but pay for shipping and complain to Rolex. Not this third party AD’s fault at all.

Luciano Oliveira · 22 October 2018, 09:25 AM

Quote:

Originally Posted by MinMay

owner is responsible for shipping.

By shipping yes, for the costs of this not.

fosbibr · 22 October 2018, 10:42 AM

Quote:

Originally Posted by toxicavenger

What AD in Colorado are you dealing with?

Hyde Park

Quote:

Originally Posted by watchmaker

The issue of whether the manufacturer should pay for shipping for a warranty repair is one point, but if you did not buy from this AD there can be no reasonable expectation of them footing the shipping bill (inflated as it seems to be). Contact Rolex or the AD you purchased from. If you didn’t purchase from an AD I’d say there isn’t much else you can do but pay for shipping and complain to Rolex. Not this third party AD’s fault at all.

Actually said this AD shouldn't foot the bill, but Rolex. That was the whole point of my question.

Anyway, went back in, manager was busy and not available to discuss, picked up watch and indicated why (service and over-inflated shipping = "well, we use a 3rd party shipper and most of that is insurance blah blah blah). I'll end up shipping myself and eating the $100 ish. Reason why I went to an AD is it just seemed "easier" with the fact that it's a warranty issue. If I buy a car in NY and have a warranty issue in TX, I'm not paying to ship the car back to the manufacturer in Detroit - it's a warranty issue and any dealer should be able to deal with the car company.

Seibei · 22 October 2018, 11:07 AM

Why is it that you get treated worse by a dealer of luxury good than you would by someone selling household appliances? Do people who buy luxury goods somehow expect to be treated worse and they end up being treated accordingly.

Of course the dealer should be asking Rolex to pay for the shipping, not the person who has a defective watch.

21 October 2018, 10:42 AM	#1
fosbibr "TRF" Member Join Date: Jun 2012 Location: Colorado Posts: 127	Rolex Service..... Question regarding sending a watch to Rolex for service. As noted in another post of mine, the SEL of my WG BLRO broke - seriously. https://www.rolexforums.com/showthread.php?t=634321 I took it to a local AD (not where I bought it) requesting service. Obviously, this is a Rolex defect, watch is a little over two years old, and should probably go to Rolex itself for repair. Local AD is asking a number of questions, including how much do I want to insure it for - I replied what's the retail price. I wasnt really thinking about why they asked me that during the moment. Additionally, the customer rep (or whatever you want to call him) at the AD merely placed the watch on a hard counter - no tray - and continued looking, laying on different sides; up, face down, crown side, etc against the hard counter...... I then suggest he should be using a padded tray to place my watch on - he complies. Then rep tries to take a screwdriver to undo the spring bars - I suggest to him that he should be using a spring bar tool similar to fancy tweezers - "Oh, I do it this way all the time." He gets done (and doesn't damage or mar anything to my amazement), bags everything up and says it will be $350 for shipping. Now, I'm understanding why he's asking for insured value. We go back and forth about how this is Rolex warranty issue and I don't expect them as the AD to pay for it, but Rolex should. Manager is not there to discuss, so he says he'll check with her before sending and call my for payment. My question (beyond the crappy handling of my watch while in the store which will be discussed with the Manager) - is it reasonable / normal for me to expect the shipping to be covered by Rolex? Or is this just the normal standard situation and I should shut my word hole and pay the $350? Thanks

21 October 2018, 05:05 PM	#12
uansari1 "TRF" Member Join Date: Nov 2013 Location: Doha, Qatar Watch: Polar 16570 Posts: 535	Send it to the RSC of your choice yourself! There are too many horror stories on these forums to trust it to an AD, in terms of security of your watch and cost. Sent from my iPhone using Tapatalk __________________ Explorer II 16570 Polar (3186) GMT Master II 116710LN GMT Master II 126710BLRO (jubilee) Explorer 124270 Omega Seamaster GMT 50th Anniversary

21 October 2018, 06:31 PM	#13
bradbyrd1110 "TRF" Member Join Date: Feb 2010 Real Name: 1110 Location: East Coast Watch: 126710BLNR Posts: 323	I had my Sub LV for 10 months and the second hand fell off of the stem. The AD sent it back to RSC without any charge to me. Speak with the manager. __________________ 126710BLNR

22 October 2018, 02:48 AM	#19
123Blueface "TRF" Member Join Date: Jun 2015 Location: USA Watch: All Posts: 5,316	Why go through AD? I always just send directly to RSC, registered mail. __________________ Rolex 228235 DD40 Olive, 126710BLRO, 116710BLNR, 116613LB, 116500LN White, 126610LN, 116500LN Black, 126610LV, 116610LV, 126334 Blue Diamond Breitling Navitimer 01, Cartier Santos Large

21 October 2018, 11:06 AM	#2
herts9 "TRF" Member Join Date: Jan 2016 Real Name: Brian Location: Kentucky Watch: 116610LN Posts: 2,034	If the manager won't help out with rerouting the cost, I'd just pay it and put it behind me

21 October 2018, 11:15 AM	#3
bcat37645 "TRF" Member Join Date: Apr 2011 Real Name: Brad Location: Washington DC Watch: SubC, 116610LN Posts: 146	I had to pay to ship for warranty work. AD is in another distant location and I didn’t bother to try and deal with them. I called the Dallas RSC and was told I had to pay so I did. Watch is still there so no idea if it was worth all the hassle.

21 October 2018, 11:29 AM	#4
TCB "TRF" Member Join Date: Jul 2014 Location: Knoxville, TN Posts: 64	$350 for shipping is nuts. USPS.com shows the cost of a 2lb registered mail package with a declared value of $36750 from Colorado to Dallas or New York to be about $84-85

21 October 2018, 11:40 AM	#6
watchwatcher "TRF" Member Join Date: Jan 2009 Real Name: Larry Location: Kentucky Watch: Yes Posts: 35,047	I think I might check with the RSC and see what the shipping cost would be. $350 does sound high.

21 October 2018, 11:50 AM	#7
037 2024 Pledge Member Join Date: Feb 2018 Location: USA Posts: 6,173	Agreed with the above. Ship it on your own for less. RSC can provide the label and box if you call them but you'll likely have to pay for outbound insurance. Return shipping will be covered assuming they cover the repair under warranty. Call an RSC on Monday and ask them. For all we know they'll cover it fully.

21 October 2018, 12:45 PM	#8
fosbibr "TRF" Member Join Date: Jun 2012 Location: Colorado Posts: 127	Thanks for the feedback everyone. Didn't even think to check the price before hand. Will be picking up and having a conversation with the manager. FWIW - I tried on a 116618 bluesy (and they didn't lay it on the counter) and I likey!!! My wife also thought it looked good so...

21 October 2018, 01:55 PM	#10
pickettt "TRF" Member Join Date: Jul 2017 Location: California Watch: Shiny One Posts: 5,450	It’s tacky to have a client pay shipping for a warranty issue. If it comes to pass that it was an issue not covered by warranty, then sure, client should pay. Aside from that, your manufacturing defect should not cost me another dime outside of the purchase price which includes......the warranty. 100% manufacturer’s responsibility.

21 October 2018, 03:11 PM	#11
toxicavenger "TRF" Member Join Date: Feb 2010 Location: Colorado Springs Watch: Seiko's Posts: 2,563	What AD in Colorado are you dealing with?

21 October 2018, 10:21 PM	#14
GP13 "TRF" Member Join Date: Oct 2015 Location: GA Watch: All of them... Posts: 407	I had a Tudor Black Bay go back for warranty work. No cost to me for shipping. I guess AD must have covered it.

21 October 2018, 10:53 PM	#15
faimag "TRF" Member Join Date: Feb 2016 Location: US, SG, DK, GR Watch: Reverso Posts: 3,089	you still have to pay for the watch to reach RSC even if the actual work to be done is under warranty

21 October 2018, 11:41 PM	#16
1William 2024 SubLV41 Pledge Member Join Date: Nov 2010 Location: North Carolina Watch: Rolex/Others Posts: 47,787	I have never paid for shipping for warranty work to any manufacturer through my AD. I have sent watches to Rolex, Omega, IWC and Seiko. If I did not have a great AD I would deal directly with Rolex SC in Dallas. There should be no shipping costs until it is outside the warranty period and they are an AD. I would have never let the clown that was helping you continue after he set the watch on the counter. But that is past. Go back in, talk to the manager and tell him what is going on and unless you here the right things then collect your watch and send it your self. Good luck.

22 October 2018, 12:41 AM	#17
Vinyasa "TRF" Member Join Date: Jan 2016 Real Name: Steve Location: Maine Watch: Explorer II 16570 Posts: 1,396	I brought my Exp II to the local AD a few months ago to send to RSC. They only charged $100 for shipping (to/from). $350 sounds excessive.

22 October 2018, 12:49 AM	#18
Brian Page "TRF" Member Join Date: Feb 2014 Location: USA Posts: 6,625	Contqct RSC and send it via usps yourself.

22 October 2018, 02:54 AM	#20
shaunylw "TRF" Member Join Date: Jun 2013 Location: Here Posts: 4,657	Lol $350 to ship. My AD quoted me $60-$75 i think it was to ship it to Dallas. I passed and did it myself for less. I would probably let them do it on a PM watch so that if anything happens to it while in transit it’s between them and the shipping company to sort out. Other than that, it’s all going to the same place. No reason to spend extra money. Sent from my iPhone using Tapatalk

22 October 2018, 04:02 AM	#23
MinMay Banned Join Date: Apr 2015 Location: United States Posts: 2,410	owner is responsible for shipping.

22 October 2018, 04:11 AM	#24
Likestheshiny "TRF" Member Join Date: Apr 2017 Location: _ Posts: 1,877	Another issue with going through an AD is that AD is officially the contact person for the watch as far as the RSC is concerned, so you'll also have to go through them to do any follow-up. That can get old fast if there's any meaningful back-and-forth about the watch. If the AD isn't covering the shipping cost, there's essentially no reason not to do it yourself (unless you just really don't want to deal with it at all until the watch is fixed and in your hands again).

22 October 2018, 05:17 AM	#25
Seibei Banned Join Date: Mar 2018 Location: New Zealand Watch: 114060 Posts: 2,630	I find all this absurd. If your dishwasher fails, do you have to pay to ship it to a repair center? I don't think so. How is a Rolex watch different from anything else that has been sold with a warranty? You should tell the dealer that the watch is under warranty and you want it fixed and if there is any cost, insurance, shipping or whatever, then it is up to him the dealer and Rolex the manufacturer to deal with it. Imagine if you your computer failed and you took it in for a warranty repair and they told you you would have to pay hundreds of $ to ship it to a service center. That would be insane, right?

22 October 2018, 08:03 AM	#27
watchmaker TechXpert Join Date: Feb 2009 Real Name: Scott Location: London Posts: 2,242	The issue of whether the manufacturer should pay for shipping for a warranty repair is one point, but if you did not buy from this AD there can be no reasonable expectation of them footing the shipping bill (inflated as it seems to be). Contact Rolex or the AD you purchased from. If you didn’t purchase from an AD I’d say there isn’t much else you can do but pay for shipping and complain to Rolex. Not this third party AD’s fault at all.

22 October 2018, 11:07 AM	#30
Seibei Banned Join Date: Mar 2018 Location: New Zealand Watch: 114060 Posts: 2,630	Why is it that you get treated worse by a dealer of luxury good than you would by someone selling household appliances? Do people who buy luxury goods somehow expect to be treated worse and they end up being treated accordingly. Of course the dealer should be asking Rolex to pay for the shipping, not the person who has a defective watch.

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