Rolex service experience - London AD

[Divingexplorer]

I wanted to share my experience of what I found out today when I took my wife's Datejust to be booked in for service.

I live in central London so obviously the Rolex service centre in Mayfair is an option, but I wanted to see if I could find an AD that I felt comfortable with. I figure (rightly or wrongly) being a service client is a good way to get a foot in the door if I were to be looking to buy any more pieces down the line.

I phoned Rolex and found that the basic price would be £500 so long as no other parts were needed. So I called around to get prices from ADs and found 3 of the 4 I called charged a premium above the RRP (WOS Regent Street, Pragnell on Mount Street and the Rolex boutique on Old Bond Street). This made my decision easy, Wempe charge RRP and not a penny more.

I went to Wempe on New Bond Street to speak to their onsite watchmaker and I have to be honest, the entire experience was great. The watchmaker (Scott - from Scotland) listened to everything I had to say and answered my questions in as much detail as I could have hoped for with no trace of sales spiel whatsoever. The workshop was visible from the customer area and I could see the work currently on his bench (amazing to see so many small parts - the mind boggles how watchmakers do this).

The cherry on the cake for me was Rolex have awarded his workshop a 'Service Centre' plaque which is apparently different from a regular Rolex authorised watchmaker in that the work he completes is guaranteed by Rolex as well as Wempe. When you have your watch serviced at a workshop like this you receive a green Rolex International Service Warranty card. I was ready to call BS on this but he showed me the blank cards before printing them.

Long story short, if you are London based I suggest calling in to Wempe and speaking to Scott when the time comes for your Rolex to be serviced. I feel like it is the best of both worlds; the personal touch associated with an AD where you are getting to meet and speak to the watchmaker directly AND you get a Rolex service warranty.

[Vanmarsenille]

Nice to hear about proper customer service and dealing with someone who actually knows what they are doing; an increasingly rare phenomenon.

[Divingexplorer]

Originally Posted by Vanmarsenille

Nice to hear about proper customer service and dealing with someone who actually knows what they are doing; an increasingly rare phenomenon.

So true. I got the feeling from some of the places I spoke to that my enquiry was an inconvenience to them.

Scott treated me as an equal which I really appreciate. No waffle and no BS. It was so refreshing compared to the usual condescension or sycophantic attitudes that customer service is full of now.

[irate.alien]

Wempe customer service is amazing. The first time I went into one (in New York) I was very clear that I was just looking (wanted to see a NOMOS in person) and had no intention to buy that day. The salesperson spent about 45 minutes with me chatting through NOMOS's entire line.

[Navarino]

Originally Posted by irate.alien

Wempe customer service is amazing. The first time I went into one (in New York) I was very clear that I was just looking (wanted to see a NOMOS in person) and had no intention to buy that day. The salesperson spent about 45 minutes with me chatting through NOMOS's entire line.

Agreed. I have nothing but the best things to say about Wempe NYC. Beyond outstanding customer service from them.

[Old Expat Beast]

Sounds like a good option. Were the quoted turnaround times similar?

[Divingexplorer]

Originally Posted by Old Expat Beast

Sounds like a good option. Were the quoted turnaround times similar?

I was quoted three weeks with Wempe which seems reasonable to me. Rolex quoted me five.

[Zuger]

Been to all the Wempe stores in Berlin, Dresden, London and NYC. Excellent customer service as always. They don’t pressure you to buy anything and always eager to talk watches.

[carlhaluss]

Great story and to know there are really good, honest ADs out there. While I will likely never be near a Wempe, I do have the good fortune of having an excellent AD. And there is also an in house Rolex watchmaker. They are honest and above board. I'm very glad to hear to had such a great experience, and thanks for sharing your experience.

Cheers,
Carl