Warranty follows watch or owner?

[FritzW]

Taken from the FAQ

"- Rolex will not honor a warranty, without the original paperwork or card properly filled out and belonging to the original purchaser."

Soooooo, is this to say that the warrenty follows the owner and NOT the watch as so many here have said as well as ADs I've talked to?

So if you have all paperwork, Warranty card with the AD name on it, but your name is not the one on the Warranty card, your SOL?

[japenney]

im fairly sure they will service it as long as you have the warranty card and the serial number is not reporting its stolen.

[silverbullet818]

Should follow the watch. I say should but it appears there are some cases where this is not the case.

IMO if you argue enough and threaten to sue, they may see the light and the unreasonable stance.

[FritzW]

That is to my understanding as well. The Rolex FAQ & FACTS thread should be edited and have that removed.

[Danny83]

Watch trust me

[starbrown]

This subject keeps coming up, and doesn't seem to have a firm resolution. It makes no sense for the warranty to follow the person- what if you buy it and give it as a gift to someone else? Rolex-and/or some of their AD's seem to want to discourage grey and other secondary markets.

[RichM]

It follows the watch, but you better have the warranty card. They can and do sometimes ask for a Bill of Sale. Why, I don't know but they do. If you don't provide the Bill of Sale I doubt they can refuse warranty work as long as you have the card.

If the watch is under warranty here's how it works. If you mail the watch and the actual card you should be good to go. Doesn't matter who's name is on the card as long as it's the actual card.

If you intend on sending the watch and a copy of the warranty card, then you need to also send a copy of the Bill of Sale. I guess some people don't feel comfortable sending the actual card.
If you call Rolex and tell them you are sending the watch in under warranty, they will email you the above instructions.


I sent my watch in last month with the actual card and it and the watch were returned after service.

[silverbullet818]

Sometimes I have the feeling that Rolex in its attempts to curb the grey market is negatively affecting it's customers.

Can't really win this battle. Be too relaxed and you chance to lose profits. Be too strict and you risk upsetting customers with what seemingly is crazy rule interpretations.

[Tools]

Originally Posted by FritzW

Taken from the FAQ

"- Rolex will not honor a warranty, without the original paperwork or card properly filled out and belonging to the original purchaser."

Soooooo, is this to say that the warrenty follows the owner and NOT the watch as so many here have said as well as ADs I've talked to?

So if you have all paperwork, Warranty card with the AD name on it, but your name is not the one on the Warranty card, your SOL?

Our FAQs need some updating..

The Rolex warranty used to state "Warranted to original purchaser when properly filled out at the time of sale by an Authorized Dealer."

In todays environment the watch can change hands and retain it's original warranty.

As to Grey Market, they are sold without a valid warranty and so you need to know if your watch is Grey, simply sold by a reseller, or used. Rolex may still ask for a Bill of Sale, and refuse free warranty work, if they believe the watch is from the Grey Market.

[Dom_Rellik]

i just put my submariner into the RSC and it was 7 weeks old. they told me i'm the 2nd owner - AD sold to grey market guy and grey market guy sold it to me. My guy said "what if you got it as a gift?" but Rolex knew my watch was from an international sale.

just saying - unless someone else went to rolex in nyc face to face person to person and was told otherwise... i'll gladly give the person's name and email if you'd like to confirm - but i'd look to a PM for that and not on blast.

[Romeojk]

Originally Posted by Dom_Rellik

i just put my submariner into the RSC and it was 7 weeks old. they told me i'm the 2nd owner - AD sold to grey market guy and grey market guy sold it to me. My guy said "what if you got it as a gift?" but Rolex knew my watch was from an international sale.

just saying - unless someone else went to rolex in nyc face to face person to person and was told otherwise... i'll gladly give the person's name and email if you'd like to confirm - but i'd look to a PM for that and not on blast.

So what happened with Rolex, are you under warranty? I bought a new watch from a trusted seller here last month and it was originally from Italy and I'm curious if I'll end up in a similar situation if I eventually send my watch in some day. I have a warranty card with dashes on the Purchaser line and the seller told me to write my name above it with the same color/type of ink. Would like to know thanks.

[RichM]

Originally Posted by Romeojk

So what happened with Rolex, are you under warranty? I bought a new watch from a trusted seller here last month and it was originally from Italy and I'm curious if I'll end up in a similar situation if I eventually send my watch in some day. I have a warranty card with dashes on the Purchaser line and the seller told me to write my name above it with the same color/type of ink. Would like to know thanks.

Pray it never needs warranty service and if it does, do yourself a favor, send it to Dallas and NOT NYC.

[brookish]

I have sent my watch in (2006) without any papers at all and it was serviced, no problems...

[Tools]

Originally Posted by brookish

I have sent my watch in (2006) without any papers at all and it was serviced, no problems...

I think that we are talking warranty work, not servicing. Rolex will service any Rolex they have parts for - you just pay for it.

[Dom_Rellik]

Originally Posted by Tools

I think that we are talking warranty work, not servicing. Rolex will service any Rolex they have parts for - you just pay for it.

yes 100%. they'll fix/replace whatever and you'll pay for it but if you came in saying hey this runs slow/fast you'd have to pay for the service fee.

oh and here's a good one, i brought my sub in on a 3 stripe black/grey nato strap with aciernox rolex buckle (the matching oyster bracelet it came on has been bastardized to the ez glide on everest and the oyster in the safe)

i asked rolex what if i wanted a new bracelet and it was $2000 for a new one and $1200 if i trade it in. so if you wanted a new bracelet for your watch - bring it in on nato or head only ;)

[jbenjamin1]

Originally Posted by Dom_Rellik

yes 100%. they'll fix/replace whatever and you'll pay for it but if you came in saying hey this runs slow/fast you'd have to pay for the service fee.

oh and here's a good one, i brought my sub in on a 3 stripe black/grey nato strap with aciernox rolex buckle (the matching oyster bracelet it came on has been bastardized to the ez glide on everest and the oyster in the safe)

i asked rolex what if i wanted a new bracelet and it was $2000 for a new one and $1200 if i trade it in. so if you wanted a new bracelet for your watch - bring it in on nato or head only ;)

Good to know thanks for the tip! I know they are quite guarded over parts and you've answered a question that I had yet to ask fellow members .

[Rolex57]

Why all the questions about this?

How about picking up the phone and calling RSC and asking that question?

Or..............is nobody calling because everyone is fearing the same thing, and that's the warrantee follows the buyer and NOT the watch.

[jrs146]

Originally Posted by Rolex57

Why all the questions about this?

How about picking up the phone and calling RSC and asking that question?

Or..............is nobody calling because everyone is fearing the same thing, and that's the warrantee follows the buyer and NOT the watch.

I called RSC once and asked this very question. I bought a watch here on this site and the name on the warranty card was crossed out. Out of curiosity I called RSC and I was told.

First, no problem that the name is crossed out. It's only a problem if the date is not on the card or if it's not stamped.

Second, I was very clear with them that I bought the watch used and I'm not the original owner. They assured me that as long as the date on the card is valid it is eligible for warranty as per their warranty terms.

This was just within the last few months.

Hope this helps!


Sent from my iPhone using Tapatalk

[AK797]

Warranty follows the Cardholder.

[fskywalker]

Originally Posted by AK797

Warranty follows the Cardholder.

This is my understanding as well.

[Old Expat Beast]

NYC seems to be the only place where we hear about the warranty being questioned if the watch was bought overseas and has no accompanying invoice, or doesn't have the holder's name on the card. Other RSCs, worldwide, never seem to get mentioned for this.

[FritzW]

Originally Posted by Old Expat Beast

NYC seems to be the only place where we hear about the warranty being questioned if the watch was bought overseas and has no accompanying invoice, or doesn't have the holder's name on the card. Other RSCs, worldwide, never seem to get mentioned for this.

Yes. NYC RSC gave me slack for not being the original owner and not promising coverage.

I purchased an BLNR last month on Ebay. It is a 2013 and the seller had it serviced 12-9-15 to have it look like new (which it did). So I have the service warranty card stating it is warranted until 12-9-17. I was inquiring about having a having the cyclops changed to a 2.5 mag. In the course of conversation i said i was not the original owner but had a warranty from the 12-9-15 service and all tags, box, original warranty card with the AD name. They said i still needed the original receipt and be the original order. i said I had no original receipt. They said i could send it in but couldn't guarantee anything.

FYI so for $7700.00 have a BLNR with a smaller Cyclops that has gained only 7 seconds since 2-27. I am very happy and will probably not worry about the smaller cyclops. when the time comes for servicing, Im going to Dallas' RSC.

NYC i Have no faith in.

[subtona]

Originally Posted by Old Expat Beast

NYC seems to be the only place where we hear about the warranty being questioned if the watch was bought overseas and has no accompanying invoice, or doesn't have the holder's name on the card. Other RSCs, worldwide, never seem to get mentioned for this.

RSCNY:
when you come in for service the protocol in my typical experience is as follows:

*Please place your watch on the tray

*Please present your documentation and ID

*please fill out this form and sign it.

*What is the problem with the watch?

*Please have a seat.
your watch is then taken into the roller derby rink... Oops I mean the service area.

*in about 15 minutes or more they return after recording all of your watches information, serial number (prying off your bracelet to access the number when needed) and your own.
(This is your opportunity to find the ham handed marks that were put on your watch in the roller derby rink...oops I mean service area)

*RSCNY if at all possible, then explains to you why your watch will not be covered under warranty with a down their nose attitude.



Actual Example:

RSC: "sir your warranty is void because the original signature has been covered over."
(how I received the watch preowned)

ME: I pick up the warranty card and effortlessly peel off the piece of white tape exposing the original name and hand back the warranty card.

RSC: "oh, ok"



RSCNY is all too eager to not service your watch under warranty, furthermore in my experience, the entire customer service is blatantly skewed towards satisfying the wishes of RSCNY with at best secondary regard to complete disregard for their customers service wishes.

I strongly suspect it is likely the attitude of 1 particular manager whom has a bug up his butt and has the decision making ability to make RSCNY among the worst service experiences available, both in the manner the employees address the customers and the attention to care and detail in the roller derby rink... Oops I meant to say service area.



Rant over:)

[brandrea]

Originally Posted by subtona

RSCNY:
when you come in for service the protocol in my typical experience is as follows:

*Please place your watch on the tray

*Please present your documentation and ID

*please fill out this form and sign it.

*What is the problem with the watch?

*Please have a seat.
your watch is then taken into the roller derby rink... Oops I mean the service area.

*in about 15 minutes or more they return after recording all of your watches information, serial number (prying off your bracelet to access the number when needed) and your own.
(This is your opportunity to find the ham handed marks that were put on your watch in the roller derby rink...oops I mean service area)

*RSCNY if at all possible, then explains to you why your watch will not be covered under warranty with a down their nose attitude.



Actual Example:

RSC: "sir your warranty is void because the original signature has been covered over."
(how I received the watch preowned)

ME: I pick up the warranty card and effortlessly peel off the piece of white tape exposing the original name and hand back the warranty card.

RSC: "oh, ok"



RSCNY is all too eager to not service your watch under warranty, furthermore in my experience, the entire customer service is blatantly skewed towards satisfying the wishes of RSCNY with at best secondary regard to complete disregard for their customers service wishes.

I strongly suspect it is likely the attitude of 1 particular manager whom has a bug up his butt and has the decision making ability to make RSCNY among the worst service experiences available, both in the manner the employees address the customers and the attention to care and detail in the roller derby rink... Oops I meant to say service area.



Rant over:)

[T. Ferguson]

Putting the grey market aside for a second, as far as the OP goes, in the USA the warranty follows the watch. BY LAW. The written terms of the warranty only state that a properly filled out warranty card by presented that includes the name of the AD the watch was originally purchased from.

Personally I don't care to confirm this with who knows who that picks up the phone at Rolex with maybe little or no training in this matter. As far as I'm concerned the written terms of the warranty and the law ultimately govern what happens.

[Patton250]

Originally Posted by subtona

RSCNY:
when you come in for service the protocol in my typical experience is as follows:

*Please place your watch on the tray

*Please present your documentation and ID

*please fill out this form and sign it.

*What is the problem with the watch?

*Please have a seat.
your watch is then taken into the roller derby rink... Oops I mean the service area.

*in about 15 minutes or more they return after recording all of your watches information, serial number (prying off your bracelet to access the number when needed) and your own.
(This is your opportunity to find the ham handed marks that were put on your watch in the roller derby rink...oops I mean service area)

*RSCNY if at all possible, then explains to you why your watch will not be covered under warranty with a down their nose attitude.



Actual Example:

RSC: "sir your warranty is void because the original signature has been covered over."
(how I received the watch preowned)

ME: I pick up the warranty card and effortlessly peel off the piece of white tape exposing the original name and hand back the warranty card.

RSC: "oh, ok"



RSCNY is all too eager to not service your watch under warranty, furthermore in my experience, the entire customer service is blatantly skewed towards satisfying the wishes of RSCNY with at best secondary regard to complete disregard for their customers service wishes.

I strongly suspect it is likely the attitude of 1 particular manager whom has a bug up his butt and has the decision making ability to make RSCNY among the worst service experiences available, both in the manner the employees address the customers and the attention to care and detail in the roller derby rink... Oops I meant to say service area.



Rant over:)

That was awesome but very sad. I truly hope you were grossly exaggerating however I'm quite sure you were not.

[Chewbacca]

Originally Posted by Old Expat Beast

NYC seems to be the only place where we hear about the warranty being questioned if the watch was bought overseas and has no accompanying invoice, or doesn't have the holder's name on the card. Other RSCs, worldwide, never seem to get mentioned for this.

ya, there seems to be a pattern at RSC NYC based on several threads.

wonder if its due to pressure from the more influential local dealers on rolex usa??

[Chaching]

Watch 110%!!!

[RolexxxeloR]

Here's an option: If you're still not convinced, put to bed any doubt whatsoever by purchasing from an AD.

I know we have trustworthy sellers on here--my issue is not with them... I just don't understand these buyers who are willing to spend tens of thousands of dollars for a watch, yet try to squeeze-out a few hundred or maybe a thousand dollars in savings by not going to an AD? Mind you, this warranty issue is just one of the issues said buyers are willing to leave to chance in exchange for a minuscule savings.

Why not just buck-up from the start? You're shopping for a Rolex, after all...

[T. Ferguson]

Originally Posted by RolexxxeloR

Here's an option: If you're still not convinced, put to bed any doubt whatsoever by purchasing from an AD.

I know we have trustworthy sellers on here--my issue is not with them... I just don't understand these buyers who are willing to spend tens of thousands of dollars for a watch, yet try to squeeze-out a few hundred or maybe a thousand dollars in savings by not going to an AD? Mind you, this warranty issue is just one of the issues said buyers are willing to leave to chance in exchange for a minuscule savings.

Why not just buck-up from the start? You're shopping for a Rolex, after all...

Without bothering to debate this, what if you are purchasing a used piece under warranty?