Rolex service requires physical warranty card together

[EdwardC]

I brought my Datejust 41 to service and I'm told now the AD has to send the watch with the physical warranty card together to RSC otherwise it won't be covered.

Is this normal?

[daOnlyBG]

How else would it be?

[Woody]

Are you sending the watch to have warranty work completed or is it just a standard service? If just a standard service then I can't recall ever having been asked to supply my warranty card (and I must have had 10 watches serviced by the RSC over the years). If it is for warranty work then it makes some sense, but I would have thought a copy would have been more the sufficient with the AD validating that the information is correct.

[EdwardC]

Originally Posted by Woody

Are you sending the watch to have warranty work completed or is it just a standard service? If just a standard service then I can't recall ever having been asked to supply my warranty card (and I must have had 10 watches serviced by the RSC over the years). If it is for warranty work then it makes some sense, but I would have thought a copy would have been more the sufficient with the AD validating that the information is correct.

It's warranty work. The watch is running slower than it should. They have a copy of my card but they said physical card has to go with the watch as well

[JodyHighroller]

Normal

[acheronsgrief]

Normal if you’re doing warranty work, but you shouldn’t need the card for non warranty service. For what it’s worth, they also change out Oysterflex for now charge with the card, but $270/side without the card.

[watchmaker]

Photocopies are very easily doctored.

[johnjm]

I'm.surprised that they still need to do this. Surely the watch is registered on the system...

Every time you buy a watch they scan and activate it, I always thought my name was on the system together with purchase date.

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[Mystro]

Rolex entire system from sales to service is so out of whack for a luxury brand experience.
Watches are "suppose" to be registered so unless their network of computers are not working together, a physical card shouldn't be required. What if the owner lost or discarded his warranty card on his new Rolex?

[padi56]

Originally Posted by EdwardC

It's warranty work. The watch is running slower than it should. They have a copy of my card but they said physical card has to go with the watch as well

How slow is your watch running what are your testing methods, are tests done with mainspring at peek power reserve, what positions have been tested what are your wearing habits.

[ZOOK]

Originally Posted by johnjm

I'm.surprised that they still need to do this. Surely the watch is registered on the system...

Every time you buy a watch they scan and activate it, I always thought my name was on the system together with purchase date.

Somebody at Rolex knows the watch was sold. But nobody at Rolex knows who the buyer was/is. Only the AD knows that info. The buyer's name is not sent with the warranty card swipe.

[johnjm]

Originally Posted by ZOOK

Somebody at Rolex knows the watch was sold. But nobody at Rolex knows who the buyer was/is. Only the AD knows that info. The buyer's name is not sent with the warranty card swipe.

Unsure why Rolex cares who the buyer was.

Sent from my Pixel 3 XL using Tapatalk

[goodolejr]

Originally Posted by Mystro

Rolex entire system from sales to service is so out of whack for a luxury brand experience.
Watches are "suppose" to be registered so unless their network of computers are not working together, a physical card shouldn't be required. What if the owner lost or discarded his warranty card on his new Rolex?

Totally agree with this. When someone buys a 2-3 year old car with its original factory warranty in place, the dealership doesn't ask that person for some kind of warranty document when the car is brought in for service. They look up the VIN in their system and see that it's still under warranty. Super simple.

Is there something unique about Rolex's operating model that doesn't allow them to do this?

[18078pres]

Had to send my warranty card with my name on it to Dallas. For warranty work.

[joli160]

Originally Posted by johnjm

Unsure why Rolex cares who the buyer was.

Sent from my Pixel 3 XL using Tapatalk

They don't but like to escape their responsibilities to consumers

[CWLDJ]

How do you know the watch is not a stolen one?

[Rado63]

I Have called the RSC and asked specifically if card is required and was told NO! My guess is you didn't purchase the watch from that AD who told you that card is required. Call the local RSC, unless things have changed, you don't need an AD to send your watch in for repair. Their are a lot of legitimate reasons for the owner of a watch to not have the box, books, card, or the sales receipt. Call the RSC direct and let us know what they say. Thank you.

[No SUBctitute]

Originally Posted by acheronsgrief

Normal if you’re doing warranty work, but you shouldn’t need the card for non warranty service. For what it’s worth, they also change out Oysterflex for now charge with the card, but $270/side without the card.

If you send in an oysterflex Rolex for warranty service they give you a brand new oysterflex for free??? Seems hard to believe.

[DonRickles]

A photocopy of both sides of my warranty card, along with a copy of my receipt, was all that was required by RUSA Dallas, 6/01/2020 shipped (recently).

Answer padi's question please?

[acheronsgrief]

Originally Posted by No SUBctitute

If you send in an oysterflex Rolex for warranty service they give you a brand new oysterflex for free??? Seems hard to believe.

No, I went to RSC and they sized it for free. They took the old pieces back and gave me new ones that fit correctly. If I didn’t have the physical card with me that would cost $270/side (card works for this even if warranty is up apparently).

[Billfish]

Validation could be the requirement for warranty work- some may request it and some may not

[Ferdelious]

I just received instructions from Dallas RSC and it states that you may send in the warranty card or provide a copy of the front and back with a purchase receipt.

[hgb4529]

Sounds like the typical Rolex archaic behavior that we've all learned to tolerate...