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Old 17 July 2012, 07:19 AM   #1
Robbie1889
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Wouldn't you believe it. (warranty issue)

Well as the post title says wouldn't you believe it.

My GMTll is 4 months out of warranty and just developed the most horrible sound, it sounds like it's something to do with the charging mechanism as it's when my arm moves quickly, it sounds and also feels like a vibrating or grating from the rotor.

Watch is keeping perfect time, and had it not only just started and been there from the beginning I would prob have ignored it but as my Sub & DJll don't do it and it wasn't there before I know somethings amiss.

Like I say above it's sooooo typical so close out of warranty.

Ho Hum ill see what they say I'm hoping for a sympathetic ear ive had 4 watches from them over the last couple of years ( but not holding my breath)
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Old 17 July 2012, 07:25 AM   #2
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If you purchased from an AD take it to them. If its just a loose rotor they can fix it easily if they have a watchmaker. I would also bet they might even do it free of charge wherever you got it. If something major talk to a RSC. If you talk to them they might be willing to help you out. Sorry about your luck and keep us posted.
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Old 17 July 2012, 07:30 AM   #3
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Go to your AD asap!
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Old 17 July 2012, 07:31 AM   #4
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Thanks Gunter
Was from an A/D here in Spain and they have got an in-house watchmaker so will head over on my next day off
Here's hoping
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Old 17 July 2012, 07:44 AM   #5
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Quote:
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Thanks Gunter
Was from an A/D here in Spain and they have got an in-house watchmaker so will head over on my next day off
Here's hoping
No problem. If they don't remember you make sure you let them know you purchased from them and it's barely out of warranty. I know my AD would take care of me right then and there no questions asked. It's one reason I do love my Rolex AD and will always purchase there. IMHO since you purchased from them they should fix ASAP or atleast do everything they can to help you out if it does have to go to Rolex. As I said above I love my AD but sometimes Rolex as a company does things that are questionable. Since your AD has a watchmaker I bet you will be in good shape.
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Old 19 July 2012, 01:16 AM   #6
Robbie1889
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Well after a trip to my AD in Malaga. The watch is on it's way to Madrid for inspection and quote for work as my AD was very quick to point out is just over. I am indeed hoping Rolex offer a free of charge repair as from the feeling I got from the dealer they would have been only to happy to charge. Keep you informed
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Old 20 August 2012, 09:17 AM   #7
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****update****

Well I received the dreaded phone call yesterday from my AD telling me my watch was ready for collection. So here is the outcome.

Replaced entire internal workings
Bracelet check and adjust
Complete clean and polish

So basically a new watch. And now what I thought may be the painful bit the charge................ Absolutely nothing to pay and lots of apologies for the inconvenience. A little surprised would be an understatement but fair play to Rolex. I have no idea what the actual problem was but it was obviously enough to warrant the total replacement.

And all of this in practically 1 month to the day, and that's not bad for a country that closes for August.

All in all a very satisfied customer
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Old 20 August 2012, 09:32 AM   #8
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That's awesome. :)

The things we waste time and energy worrying about are usually things that never end up happening. :)
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Old 20 August 2012, 09:38 AM   #9
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That's great news Robbie. Congrats!!!

Always nice to hear when Rolex steps to the plate and takes care of a customer.
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Old 20 August 2012, 10:13 AM   #10
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Now that's the kind of update I like hearing. Congrats on the "new" watch!
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Old 20 August 2012, 10:15 AM   #11
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Nice!
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Old 20 August 2012, 10:37 AM   #12
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Good to hear!
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Old 20 August 2012, 11:10 AM   #13
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That's a fantastic outcome! Enjoy your "new" watch.

By the way, does the work they did come with a warranty too?
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Old 21 August 2012, 09:51 AM   #14
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That's a fantastic outcome! Enjoy your "new" watch.

By the way, does the work they did come with a warranty too?
According to the service report yes it does
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Old 20 August 2012, 11:14 AM   #15
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They are replacing the entire movement? Does this happen often? Why not overhaul/repair it?

Is this being done by Rolex or AD's repair guy? Thanks for answering questions as this is very interesting to me.

What do they do with the old movement? GULP.
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Old 20 August 2012, 01:40 PM   #16
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hmm

also curious? AD or RSC?

Quote:
Originally Posted by Mickey® View Post
They are replacing the entire movement? Does this happen often? Why not overhaul/repair it?

Is this being done by Rolex or AD's repair guy? Thanks for answering questions as this is very interesting to me.

What do they do with the old movement? GULP.
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Old 20 August 2012, 01:54 PM   #17
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Glad to hear it worked out. Not surprised to hear Rolex comes through for the customer in a situation like this.
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Old 21 August 2012, 10:12 AM   #18
Robbie1889
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also curious? AD or RSC?
RSC Madrid
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Old 21 August 2012, 02:10 PM   #19
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And all of this in practically 1 month to the day, and that's not bad for a country that closes for August.
Kinda makes you wonder whether the experienced watchmakers who could've overhauled it were all on holiday. The apprentice they left to handle the anticipated fewer watches coming in looked at, thought 'yikes, I can't do this repair, I'll just drop a brand new movement in there!' And you effectively get a new watch.

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Serial numbers....
I thought (maybe mistakenly) that each movement has a serial number that is different from the one on the case, and that Rolex records show what movement is in which case, which they verify before performing warranty work. I'd think it would be good to have the new movement serial # on the service receipt so if it goes back in for service, there'd be no confusion or denial because of 'wrong movement.' I was thinking it would also confirm that the movement had in fact been replaced, but now that I think of it, that would require an owner to know the original movement's #, but we don't.
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Old 21 August 2012, 05:56 PM   #20
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Quote:
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Kinda makes you wonder whether the experienced watchmakers who could've overhauled it were all on holiday. The apprentice they left to handle the anticipated fewer watches coming in looked at, thought 'yikes, I can't do this repair, I'll just drop a brand new movement in there!' And you effectively get a new watch.



I thought (maybe mistakenly) that each movement has a serial number that is different from the one on the case, and that Rolex records show what movement is in which case, which they verify before performing warranty work. I'd think it would be good to have the new movement serial # on the service receipt so if it goes back in for service, there'd be no confusion or denial because of 'wrong movement.' I was thinking it would also confirm that the movement had in fact been replaced, but now that I think of it, that would require an owner to know the original movement's #, but we don't.

You are correct.

Each watch has a serial number as does each movement.

The movement serial number is logged at Rolex but an owner would not normally know this number it unless they have removed the case back and noted it.
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Old 21 August 2012, 09:54 AM   #21
Robbie1889
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Quote:
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They are replacing the entire movement? Does this happen often? Why not overhaul/repair it?

Is this being done by Rolex or AD's repair guy? Thanks for answering questions as this is very interesting to me.

What do they do with the old movement? GULP.
No idea as to why they replaced as to repaired, My local AD has a service technician but they sent it to RSC Madrid
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Old 20 August 2012, 11:20 AM   #22
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Replacement of entire working internals-----

That is a new one on me, so you got a whole new movement????
Maybe you did but it is a great result at the end fo the day.
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Old 21 August 2012, 09:56 AM   #23
Robbie1889
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Replacement of entire working internals-----

That is a new one on me, so you got a whole new movement????
Maybe you did but it is a great result at the end fo the day.
Paperwork confirms total replacement of movement
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Old 21 August 2012, 05:03 PM   #24
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Replacement of entire working internals-----

That is a new one on me, so you got a whole new movement????
Maybe you did but it is a great result at the end fo the day.
Have to agree Steve myself have never heard of a movement being replaced unless completely water damaged and beyond economical repair.
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Old 21 August 2012, 05:08 PM   #25
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This is one of the reasons we love this company.
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Old 21 August 2012, 05:34 PM   #26
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This is one of the reasons we love this company.
+1. Definitely very good after-sales customer service.
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Old 20 August 2012, 11:26 AM   #27
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Glad it worked out.
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Old 20 August 2012, 11:30 AM   #28
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excellent outcome. congrats
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Old 20 August 2012, 11:50 AM   #29
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Wow, great for you! My guess is that they found something that they wanted to analyze back at the factory, so they replaced rather than repaired.
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Old 20 August 2012, 12:15 PM   #30
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Your AD really did you right. They could have charged you and just done a repair, after which you probably would have forfeited all recourse with Rolex. By foregoing the service charge and sending it in, they got the absolute best outcome for you. Did you get a two-year warranty on the new movement? Does it have a different serial number?
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