How Long Should Repair Take at Rolex?

[David Berkowitz]

What is a "normal" or "usual" length of time to get warranty work done?
I don't mean this to be a rag session. I am not complaining (yet), but it is a serious question. I tried "Search" but found nothing.
I bought a rather nice Datejust for my wife in early October. It stopped working within a week. I went to my AD and of course, it started working just as we got there. They advised to just keep it wound and if it had any more problem, bring it back. Another week and it stopped and this time, I couldn't get it running, nor could the AD. They sent it in to Rolex for repair. Four weeks later, the AD called us to advise that Rolex informed them it would be another three weeks. My wife questioned why it was taking so long and the response was, "Rolex gives priority to warranty repair and will have it back as soon as possible". My thought was that if this is ASAP and has priority, then Rolex must be inundated with warranty repair. Or, someone goofed up.
So, my question becomes, is this a usual or normal turn around time?
If this just got overlooked and is a mistake, I can live with that. We all screw up sometimes, but it would just be good to know.

[Chilly Coconut]

Did they tell you which service center they sent it to?

[envuks]

I just had a gmt in for routine service and it was a 5 week round trip. For service/warranty work I’ve observed ranges from about 4 to 10 weeks in my experience. I’ve never heard of a different priority given to warranty work, but I’m not privy to the inner workings of Rolex service centers....

[77T]

Different RSC’s have different turnarounds based upon volume. There is also the chance that your AD didn’t send it out swiftly.

Let me ask, what date did you receive the RSC quote and approve it? Which RSC contacted you. And what did they say needed to be done?

That helps establish the earliest work could have started and the amount of work to be done.

Earlier this year the N.Y. RSC took a total of 4 weeks for a simple overhaul for me.


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[shaunylw]

My guess, your AD forgot to send it. The watch is received by Rolex and typically their is a quote within a week, maybe two with an estimated date. I just received a 16570 back, i wasn’t following it very closely and has at least a week or so delay on my part.

Received confirmed work order October 24th, received watch December 3rd.


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[David Berkowitz]

Chilly, as far as I know, it was sent to Texas. I believe they said Dallas but at the time, I was focusing on keeping my wife calm.
77T, I'm going to bet you are correct. They do a good volume but they receive far more than they ship. I feel like asking for a copy of the shipping receipt, but in the end, it wouldn't help get the watch back any faster. I did not receive a quote. Since it is warranty work, I didn't expect to get one. It was the AD that I sent it through and the AD is the one who called to tell us it would be the additional three weeks. I have no idea what needs to be done. I am hoping that when the watch is returned, there will be some documentation as to when received, what was done, and when it left the repair facility.

[HogwldFLTR]

Typically one to two months.

[Chilly Coconut]

Originally Posted by 77T

Different RSC’s have different turnarounds based upon volume. There is also the chance that your AD didn’t send it out swiftly.

Let me ask, what date did you receive the RSC quote and approve it? Which RSC contacted you. And what did they say needed to be done?

That helps establish the earliest work could have started and the amount of work to be done.

Earlier this year the N.Y. RSC took a total of 4 weeks for a simple overhaul for me.


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The RSC doesn’t contact you when the watch is sent in by an AD. They contact the AD. And, you don’t get a quote for, or have to approve, warranty work....and you usually don’t even find out what needed to be done.

By that way, I like your use of oxymoron....”simple overhaul”.

[mistercoach32]

1-2 months so it’s perfectly normal. I would just try to relax and not stress about it since it’s completely out of your control. It was nice that RSC called the AD to give him an update.

[kgglonghorn]

yep. you aren't circumventing the system. 6-8 weeks at the RSC.

[123Blueface]

Four to six weeks, sometimes longer, for door to door.

[NJRolexFan]

They are probably concerned as to why the Son of Sam is sending in a watch for repair.

All kidding aside, it can take up to 2 months for repairs..

[Friar]

My AD sends watches to Dallas RSC about once a week. If yours operates similarly, there could have been a lag in the beginning.

[herts9]

Originally Posted by NJRolexFan

They are probably concerned as to why the Son of Sam is sending in a watch for repair.

All kidding aside, it can take up to 2 months for repairs..

Glad you said this and not me!

But yes, 6-8 weeks is not out of the question

[Chiboy]

I had a warrantee issue with my Daytona and decided to wait until we were going to be in L.A. to walk it in to the Beverly Hills RSC. They shipped it to PA, since they don't fix Daytonas at the BH location. PA serviced it, sent it back to BH, who sent it back to me. I received it 12 days after dropping it off.

[Brazicano]

Service work is usually around 6 weeks give or take. Warranty work is usually around 3

[Headshrinker]

I sent my DD 1803 to Rolex in Dallas, it’s been about six weeks. A few weeks more won’t matter...

[tudorbaja27]

hmm - depends

[droptopman]

8 weeks RSC Dallas back in Feb this year. Exactly what they quoted me.

[GarbanzoNegro]

Around 8 weeks. The lady at the jewelry told me that it takes so long because there is an increase of watches that are being sent for service and not so many watchmakers at Rolex. :-O

[David Berkowitz]

Thanks all for your input. I guess both my wife and I are just feeling disappointed that since we bought the watch in early October, Rolex has had it longer than we have. Time to practice a bit of patience.
NJ - Good call. I don't think Rolex would mind the publicity but it would be hard to get it into Attica.
And FWIW, I am not THAT David Berkowitz. But I was born and lived for 9 years right across the river from him (Born in Newark, raised in Elizabeth) and at the time of his arrest, living in CA and had a dog named Sam. Also, strong facial resemblance. I just had the name first, being 10 years his senior.

[David Berkowitz]

I hope this doesn't turn out to be a duplicate post. I tried earlier to thank everyone for their replies. They are appreciated. After agonizing over the purchase (a major one for us), we're just disappointed that Rolex has had it longer than we. Patience is not my strong suit.
And for NJ & Herts9, while I am originally from that area (born in Newark), strong facial resemblance, and had a dog named Sam, I am NOT that one. I had the name before him, being 10 years older than him.

[Kestrel]

Dallas RSC took four weeks exactly last month. Warranty work. Shipped out registered mail per their instructions, sent back fedex overnight.

[Dlong]

My wifes DJ took 4 weeks. Was running slow. Warranty work.

[HogwldFLTR]

Originally Posted by David Berkowitz

Thanks all for your input. I guess both my wife and I are just feeling disappointed that since we bought the watch in early October, Rolex has had it longer than we have. Time to practice a bit of patience.
NJ - Good call. I don't think Rolex would mind the publicity but it would be hard to get it into Attica.
And FWIW, I am not THAT David Berkowitz. But I was born and lived for 9 years right across the river from him (Born in Newark, raised in Elizabeth) and at the time of his arrest, living in CA and had a dog named Sam. Also, strong facial resemblance. I just had the name first, being 10 years his senior.

OK, So you don't start listening to your dog; here's a nice video to keep you busy.

https://www.youtube.com/watch?v=1z1hSpDPQkc

[Rocket_Man]

Originally Posted by David Berkowitz

I hope this doesn't turn out to be a duplicate post. I tried earlier to thank everyone for their replies. They are appreciated. After agonizing over the purchase (a major one for us), we're just disappointed that Rolex has had it longer than we. Patience is not my strong suit.
And for NJ & Herts9, while I am originally from that area (born in Newark), strong facial resemblance, and had a dog named Sam, I am NOT that one. I had the name before him, being 10 years older than him.

Was that a new watch? Depending on the model it could have been in the AD's display case for a long time... over a year is not unusual. The RSC's are actually pretty fast compared to some other brands that can take many months. It just depends on the work load at that RSC.

I'd suggest next time send it yourself and be in better control of the process. You don't need to go through the AD for service. Some ADs have been known to tell the owner they are sending it to an RSC but instead use a local and cheaper watchmaker. Ask for the RSC documentation when you pick it up.

[David Berkowitz]

Rocket_Man, we ordered the watch in August, picked it up the first week of October, and according to the AD, it has been at the RSC since mid to late October. Since it stopped during the first week, we went back to the AD for their advice. They offered to handle the process for us and, since I trusted them and still sort of do, it seemed liked a good idea at the time. You can bet I will ask for the documentation. I probably will need it as there is still 4 years and 10 months on the warranty. I just hope I won't need it.

[Rocket_Man]

Originally Posted by David Berkowitz

Rocket_Man, we ordered the watch in August, picked it up the first week of October, and according to the AD, it has been at the RSC since mid to late October. Since it stopped during the first week, we went back to the AD for their advice. They offered to handle the process for us and, since I trusted them and still sort of do, it seemed liked a good idea at the time. You can bet I will ask for the documentation. I probably will need it as there is still 4 years and 10 months on the warranty. I just hope I won't need it.

If it went to RSC Dallas it will be good as new when you get it back. It is unusual for a watch to need service so soon. I had a GMT that I sent to Dallas at around the 2 year point of its life. The movement needed servicing. They never told me exactly what they did (I think because it was 'complimentary' service as they say) which is annoying, but the watch ran good as new after that.

Best of luck and let us know when you get it back.

[ragnk]

Within a space of one to two months, you should get your watch back in a perfect condition.

[Sweetswisssteel]

My standard 16613 service took 3 months

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