My Afternoon visit at Rolex Canada

[RolexNorth]

While at work, I decided to pop into Rolex Canada head office today on the spur of the moment to get my YM2 bracelet ultrasonically cleaned. As I recently purchased the SD43, I'm getting ready to put the YM2 away for a bit while I wear my new toy so I wanted to get the bracelet cleaned properly before boxing it.

As it was spur of the moment, I forgot my warrantee card at home. On other occasions that I have gone over to Rolex Canada, I've always prepared by bringing the card along with me.

I called from work first before going to see if they could squeeze me in. No problem was the answer. Come on in! So I went in during my lunch hour.

It's been about 3 years since I last visited Rolex Canada and let me say, things change every time I go. My very first visit to Rolex Canada back in 2007, I just walked through their unlocked front door to an elevator and went up to the 2nd floor. The next time I went to RC in 2012, they knocked one of the walls down in the main lobby and put in a security desk with a guard. On this latest visit to RC, the front door is locked and there's a speaker box with a camera to the left of the door. You press the button, speak to security, and they buzz you in. Then once you're inside, you have to sign in at the front desk!!!!! Crazy.

Got up to the 2nd floor and handed the watch over to the front desk. I told them I called to have the watch bracelet cleaned, but that I didn't have the warrantee card with me for the visit. This was my first visit with the YM2. No problem, they took my last name and checked into their computer system. There I was! The lady taking care of me asked me if all my details were still the same etc. She submitted my watch. Then surprised me by telling me with a smile;

"The next time you come in, please remember to bring in the card with you".


Found this to be very interesting.

I sat down in their lounge to wait. There was one other lady there who I'll get to her story in a minute.

A second couple came up the elevator into the room. Dude had a 2 month old Rolex he bought in Europe. He caught a nice scratch on the watchcase. The technician quoted him $250 and 4 week wait to fix it. He dropped it off and left.

NOW, the lady waiting with me came in from another city about 2 hours drive to either drop off or pick up a couple of ladies watches for a full service. My take is, this woman has her own jewellery business and a customer dropped the two Rollies with her to get them fixed. This is where things went south on her. She was quoted $XXX for the overhaul by Rolex Canada. Only problem is, she gave this quote to her own customer (owner of the 2 watches). What she was expecting was when she brought the watches in to RC, that they would give her a discount of 15% OFF the original quoted price. LOL. The Rolex receptionist told her "No", the quote they give her a month ago was the quote she was to pay. Rolex was no longer giving discounts to private jewellers who bring in watches to be serviced.

Well this threw her into a tirade. "Why did I come here? I spent my afternoon driving here, gas money, and you're telling me when all is said and done I'm not making money off of this???? What is going on? Why doesn't Rolex let private jewellers know that there is no more jewellers margin???" Then she mentioned how in her town she went to a Rolex AD and he refused to accept the watches to have them fixed" The receptionist tells her that that jeweller is no longer one of their AD's. The lady then mentioned "Well, he's still advertising Rolex and he's still selling your watches!" to which the receptionist politely told her he's probably still selling old stock.

I figured on my own that the old AD probably refused to service the watches because he no longer has a parts account with Rolex, so he wouldn't have the parts to fix the watches.

In anycase, a higher up manager got involved and let it slide and told the women they would give her the old discount, but that she's been warned going forward.

At that moment, I was called to the desk to pick up my YM2. Everything was in order. I asked how much I owed them to which they said "It was cleaned with our compliments". I smiled, said thank you, and left.

It was an interesting hour to say the least. All the other times I was there before, nothing happened. This was a first for me.

The most interesting thing to come out of all of this is how I was told that when/if I bring anything in in the future, please bring the warrantee card/paperwork also.

Guys, what's your take on this last bit? Should it not matter??? It's not like I was there for a warrantee related issue

[zjd168]

good story. However isn't it always the case that you are always required to bring in the card for service work covered by factory warranty?

[pw98]

Customer service is dying slowly. I own my own business and I am not happy unless my customer leaves happy. I would lose sleep otherwise. Simple principle really.

[jatco]

Originally Posted by pw98

Customer service is dying slowly. I own my own business and I am not happy unless my customer leaves happy. I would lose sleep otherwise. Simple principle really.

x2 ..on my end of work...!

[DoctorA]

Originally Posted by pw98

Customer service is dying slowly. I own my own business and I am not happy unless my customer leaves happy. I would lose sleep otherwise. Simple principle really.

that’s how it should be! Each of us no matter what profession it is deal with customer service and if we all follow what some of Rolex AD do, I’d imagine no-one will be able to afford one!

[mobster600]

Im sure Rolex is not doing as well as they used to. They need to trim the fat and cut away what they can. The world is changing as we know it..........

[soran]

Originally Posted by mobster600

Im sure Rolex is not doing as well as they used to. They need to trim the fat and cut away what they can. The world is changing as we know it..........

Are you talking about the lugs on the maxi case?

[madmax21]

Originally Posted by soran

Are you talking about the lugs on the maxi case?

Guys who are we kidding I was at an authorized dealer today in the GTA greater Toronto area and it's pretty well full pop now for Not Just Sports models but pretty well all stainless steel models.

I'm glad the OP had a positive visit today I myself had a very negative visit my last time there when I was supposed to have the glass replaced on my GMT Master II because the magnifier was too small they made me wait 2 months although promised me the watch back within 2 weeks. When I perform them after 3 weeks it still wasn't ready so they said they would have it for me in 2 weeks three weeks later it still wasn't ready.

I found the service dare to be god-awful if not for sending a letter to Switzerland to the CEO there I probably still would be waiting for the watch I must admit the CEO at the time was it true gentleman he's retired since now Victor Royce was his name a real gentleman

My belief is that they're making more more money year after year hiding behind their charity status in Switzerland and instead of improving customer service they diminish it day by day the latest thing is the whole thing with the warranty card I'm sure an electronic card will be coming in the near future and I don't completely blame them but if it's one of their watches they should be servicing it complimentary based on the serial number alone for the warranty period.

[rodo]

Ive never taken a warranty card with me. Rolex canada is good but not as good as it used to be

[brandrea]

Whenever I’ve visited RSC I’ve experienced great customer service.

It’s never occurred to me not to bring he warranty card so I can’t really comment on that

[RolexNorth]

Guys, it would be interesting to see if this is something new with Rolex Canada checking for warrantee cards. I don't know why. Proof of ownership? Discourage buying used???

[arosado]

At least she told you to bring it next time with a smile...

[RolexNorth]

Originally Posted by arosado

At least she told you to bring it next time with a smile...

Gee whiz Armando, you're a funny guy.

[Chewbacca]

If it's who I think was at the desk then I'd let her tell me what to do any time any day.

Take your soup and go.

[ckaynyc]

I was asked to present a warranty card to have a bracelet sized last week at the NYC RSC. That same visit, a woman who brought in her watch for a replacement value letter for insurance purposes was asked to present a Bill of Sale because the card was stamped from HK.

[thomaswentworth]

Interesting day. Thanks for sharing.

[polaris72]

You could have bought ultrasonic cleaner from Amazon for $38 and save some time...

[RolexNorth]

Originally Posted by polaris72

You could have bought ultrasonic cleaner from Amazon for $38 and save some time...

YES, you're right, I could do that............but then I wouldn't have an excuse to go to "church".

[Chewbacca]

Originally Posted by RolexNorth

YES, you're right, I could do that............but then I wouldn't have an excuse to go to "church".

or see the high priestess.

hubba, hubba, hubba.

[Devildog]

Originally Posted by RolexNorth

While at work, I decided to pop into Rolex Canada head office today on the spur of the moment to get my YM2 bracelet ultrasonically cleaned. As I recently purchased the SD43, I'm getting ready to put the YM2 away for a bit while I wear my new toy so I wanted to get the bracelet cleaned properly before boxing it.

As it was spur of the moment, I forgot my warrantee card at home. On other occasions that I have gone over to Rolex Canada, I've always prepared by bringing the card along with me.

I called from work first before going to see if they could squeeze me in. No problem was the answer. Come on in! So I went in during my lunch hour.

It's been about 3 years since I last visited Rolex Canada and let me say, things change every time I go. My very first visit to Rolex Canada back in 2007, I just walked through their unlocked front door to an elevator and went up to the 2nd floor. The next time I went to RC in 2012, they knocked one of the walls down in the main lobby and put in a security desk with a guard. On this latest visit to RC, the front door is locked and there's a speaker box with a camera to the left of the door. You press the button, speak to security, and they buzz you in. Then once you're inside, you have to sign in at the front desk!!!!! Crazy.

Got up to the 2nd floor and handed the watch over to the front desk. I told them I called to have the watch bracelet cleaned, but that I didn't have the warrantee card with me for the visit. This was my first visit with the YM2. No problem, they took my last name and checked into their computer system. There I was! The lady taking care of me asked me if all my details were still the same etc. She submitted my watch. Then surprised me by telling me with a smile;

"The next time you come in, please remember to bring in the card with you".


Found this to be very interesting.

I sat down in their lounge to wait. There was one other lady there who I'll get to her story in a minute.

A second couple came up the elevator into the room. Dude had a 2 month old Rolex he bought in Europe. He caught a nice scratch on the watchcase. The technician quoted him $250 and 4 week wait to fix it. He dropped it off and left.

NOW, the lady waiting with me came in from another city about 2 hours drive to either drop off or pick up a couple of ladies watches for a full service. My take is, this woman has her own jewellery business and a customer dropped the two Rollies with her to get them fixed. This is where things went south on her. She was quoted $XXX for the overhaul by Rolex Canada. Only problem is, she gave this quote to her own customer (owner of the 2 watches). What she was expecting was when she brought the watches in to RC, that they would give her a discount of 15% OFF the original quoted price. LOL. The Rolex receptionist told her "No", the quote they give her a month ago was the quote she was to pay. Rolex was no longer giving discounts to private jewellers who bring in watches to be serviced.

Well this threw her into a tirade. "Why did I come here? I spent my afternoon driving here, gas money, and you're telling me when all is said and done I'm not making money off of this???? What is going on? Why doesn't Rolex let private jewellers know that there is no more jewellers margin???" Then she mentioned how in her town she went to a Rolex AD and he refused to accept the watches to have them fixed" The receptionist tells her that that jeweller is no longer one of their AD's. The lady then mentioned "Well, he's still advertising Rolex and he's still selling your watches!" to which the receptionist politely told her he's probably still selling old stock.

I figured on my own that the old AD probably refused to service the watches because he no longer has a parts account with Rolex, so he wouldn't have the parts to fix the watches.

In anycase, a higher up manager got involved and let it slide and told the women they would give her the old discount, but that she's been warned going forward.

At that moment, I was called to the desk to pick up my YM2. Everything was in order. I asked how much I owed them to which they said "It was cleaned with our compliments". I smiled, said thank you, and left.

It was an interesting hour to say the least. All the other times I was there before, nothing happened. This was a first for me.

The most interesting thing to come out of all of this is how I was told that when/if I bring anything in in the future, please bring the warrantee card/paperwork also.

Guys, what's your take on this last bit? Should it not matter??? It's not like I was there for a warrantee related issue

Much more interesting was that your name was on the system.

Cheers for the write up

[tyler1980]

Originally Posted by Devildog

Much more interesting was that your name was on the system.

Cheers for the write up

every time it comes up people say Rolex doesn't know who bought the watch. I firmly believe they do.

[tng11]

Originally Posted by tyler1980

every time it comes up people say Rolex doesn't know who bought the watch. I firmly believe they do.

I can only say for this particular RSC, but if you've ever been there before for anything, your name is "in the system" along with any pieces you've ever brought over, but not any new watches you've purchased that have not been shown to the RSC yet. The first time you take any piece there they register it to your name. On subsequent visits, no need to show the warranty card any further. Funnily enough they always have issues searching my name because apparently, my last name is extremely common.

They run a little scam here telling people who bought secondhand or from grey where the watch was registered to another person, or if the card has a different name, that you must pay CAD $175 to "re-register" the watch to claim the warranty.

[RichM]

If I wasn't there for warranty work, I wouldn't bring the card.

[brandrea]

Originally Posted by tng11

I can only say for this particular RSC, but if you've ever been there before for anything, your name is "in the system" along with any pieces you've ever brought over, but not any new watches you've purchased that have not been shown to the RSC yet. The first time you take any piece there they register it to your name. On subsequent visits, no need to show the warranty card any further. Funnily enough they always have issues searching my name because apparently, my last name is extremely common.

They run a little scam here telling people who bought secondhand or from grey where the watch was registered to another person, or if the card has a different name, that you must pay CAD $175 to "re-register" the watch to claim the warranty.

Yes, I agree. When I brought my SD43 in a few weeks ago to have a link moved on the bracelet to achieve a better fit; RSC had not servicesd the watch before so they had to register it in their system.

In my case, I brought the warranty card and the same girl (I'm sure), swiped the card and remarked that "we don't have this one in our system yet". A few clicks of the keyboard and it was done.

I assume that this means I would not have to bring the card I'm for future service.

I'm pretty sure the only way they would have been able to look me up otherwise would be to enter my name and see that I had been in other times with different references.



Sent from my SM-G935W8 using Tapatalk

[Speedbird-1]

I wonder how this will fit with the alleged new Rolex 'policy' (mentioned recently here) whereby, the jewellers you purchased from, have been told to retain 'your' warranty card?

[TimelessQuality]

Originally Posted by tng11

They run a little scam here telling people who bought secondhand or from grey where the watch was registered to another person, or if the card has a different name, that you must pay CAD $175 to "re-register" the watch to claim the warranty.

I had to do this at RSC Toronto in order to get an appraisal for insurance purposes. The $175 CAD is for an authenticity check. It's registered in the new owners name at the same time.

This is fair in my opinion. If I tell them I didn't buy from an AD, it only makes sense for them to insist on an authenticity check before moving forward with anything. And of course, they need to charge for the service.

[AEC]

Sounds like Rolex Canada is a good place for people-watching :-)

[MariettaMike]

We have these nice plastic warranty cards that accompany our Rolex watches we might as well use them instead of leaving them in their pristine boxes. I take my Rolex watches to the AD I purchased from them and they have records of my purchases -- no problem.

[crazymcmichael]

Originally Posted by RolexNorth

While at work, I decided to pop into Rolex Canada head office today on the spur of the moment to get my YM2 bracelet ultrasonically cleaned. As I recently purchased the SD43, I'm getting ready to put the YM2 away for a bit while I wear my new toy so I wanted to get the bracelet cleaned properly before boxing it.

As it was spur of the moment, I forgot my warrantee card at home. On other occasions that I have gone over to Rolex Canada, I've always prepared by bringing the card along with me.

I called from work first before going to see if they could squeeze me in. No problem was the answer. Come on in! So I went in during my lunch hour.

It's been about 3 years since I last visited Rolex Canada and let me say, things change every time I go. My very first visit to Rolex Canada back in 2007, I just walked through their unlocked front door to an elevator and went up to the 2nd floor. The next time I went to RC in 2012, they knocked one of the walls down in the main lobby and put in a security desk with a guard. On this latest visit to RC, the front door is locked and there's a speaker box with a camera to the left of the door. You press the button, speak to security, and they buzz you in. Then once you're inside, you have to sign in at the front desk!!!!! Crazy.

Got up to the 2nd floor and handed the watch over to the front desk. I told them I called to have the watch bracelet cleaned, but that I didn't have the warrantee card with me for the visit. This was my first visit with the YM2. No problem, they took my last name and checked into their computer system. There I was! The lady taking care of me asked me if all my details were still the same etc. She submitted my watch. Then surprised me by telling me with a smile;

"The next time you come in, please remember to bring in the card with you".


Found this to be very interesting.

I sat down in their lounge to wait. There was one other lady there who I'll get to her story in a minute.

A second couple came up the elevator into the room. Dude had a 2 month old Rolex he bought in Europe. He caught a nice scratch on the watchcase. The technician quoted him $250 and 4 week wait to fix it. He dropped it off and left.

NOW, the lady waiting with me came in from another city about 2 hours drive to either drop off or pick up a couple of ladies watches for a full service. My take is, this woman has her own jewellery business and a customer dropped the two Rollies with her to get them fixed. This is where things went south on her. She was quoted $XXX for the overhaul by Rolex Canada. Only problem is, she gave this quote to her own customer (owner of the 2 watches). What she was expecting was when she brought the watches in to RC, that they would give her a discount of 15% OFF the original quoted price. LOL. The Rolex receptionist told her "No", the quote they give her a month ago was the quote she was to pay. Rolex was no longer giving discounts to private jewellers who bring in watches to be serviced.

Well this threw her into a tirade. "Why did I come here? I spent my afternoon driving here, gas money, and you're telling me when all is said and done I'm not making money off of this???? What is going on? Why doesn't Rolex let private jewellers know that there is no more jewellers margin???" Then she mentioned how in her town she went to a Rolex AD and he refused to accept the watches to have them fixed" The receptionist tells her that that jeweller is no longer one of their AD's. The lady then mentioned "Well, he's still advertising Rolex and he's still selling your watches!" to which the receptionist politely told her he's probably still selling old stock.

I figured on my own that the old AD probably refused to service the watches because he no longer has a parts account with Rolex, so he wouldn't have the parts to fix the watches.

In anycase, a higher up manager got involved and let it slide and told the women they would give her the old discount, but that she's been warned going forward.

At that moment, I was called to the desk to pick up my YM2. Everything was in order. I asked how much I owed them to which they said "It was cleaned with our compliments". I smiled, said thank you, and left.

It was an interesting hour to say the least. All the other times I was there before, nothing happened. This was a first for me.

The most interesting thing to come out of all of this is how I was told that when/if I bring anything in in the future, please bring the warrantee card/paperwork also.

Guys, what's your take on this last bit? Should it not matter??? It's not like I was there for a warrantee related issue

what does the cleaning cost? Do they only do this at head offices?

[RolexNorth]

Originally Posted by crazymcmichael

what does the cleaning cost? Do they only do this at head offices?

Yes, the cleaning was done at Rolex Canada head office located in Toronto, Ontario on St Clair West. If you're in Canada and you submit your watch for repairs, this is where the watch will end up for servicing. They have a large service department that handles all of Canada's watch repairs.

The cleaning was for free. As she specified "With our compliments". This was the 3rd time I've brought one of my Rollies in for an ultrasonic cleaning and they were all for free. Best to call them first before you come in and ask.

As my YM2 is of the stainless steel variety, it took them about 20 minutes to clean it. The Rolex receptionist said that if it was one of their TT or PM versions, you'd be looking at a 45 minute wait.

You should be able to go to the AD (any AD for that matter) from whom you bought the watch from and they should be able to clean it for you, but I've seen too many posts here on TRF of people who've had bad experiences with their AD's or private watchmakers who scratch up the back of the watchcase at the lugs with the tool when trying to release the springbars.