Rolex Service Center Issues

[jinikari01]

Originally Posted by bonsai-man

Sorry for the long post and welcome to the forum Sabzali It’s usually friendlier for first time posters.

oh no, I am going to get shot down so badly for this one.

I have never read such a steam of unsympathetic comments in a single thread before, how I miss the old days on this forum. I would agree with most of the comments if we were talking about a small independent, but this is the mighty Rolex with massive worldwide resources.

I see I’m all alone on this, but I feel Rolex has let the OP down on this one. I agree in this case Rolex are not "obliged to fix for free", but that doesn’t mean they couldn’t or even shouldn’t. Rolex and all the fanboyz on this forum keep peddling how brilliant Rolex customer service is, but in reality, you’re really only getting what you actually paid Rolex a lot of money for. Do they do a great job, absolutely, but again that is what YOU PAID them top dollar for. Although in many cases you’re NOT actually getting what you payed top dollar for, especially if you ask for no polish/refinishing which can be one of the most time consuming and expensive parts of the service cost, at least PP have the decency to charge separately for this.

For me great customer service is about caring and understanding, resolving each unique situation on a case by case basis, not working too the letter of the warranty agreement with a hard hand and unbendable rules. Rolex should be more caring and flexible with a little give and take in rare cases like this, OK so it’s 6 months out of warranty, but a fee was paid for a service Rolex said would last 10 years, to charge again seems a bit harsh to me. They are not a small indy struggling to make a living, they have thousands of staff and huge resources. It’s not like they are getting hundreds of cases like this every year, or are they?

In this case if I was the RSC manager I would be apologising to the OP explaining that while Rolex test rigorously, the final testing can only be done on the wrist, this is very rare, but these things happen blah blah blah. I’d offer a one-off free repair, without any further warranty making it abundantly clear Rolex is NOT “legally required” to do this. That for me would not only be “excellent customer service”, but also, it’s the right and decent thing to do.

Rolex could learn a lot from Apple and Omega, the UK Apple store replaced my failed I-phone 14 months out of warranty, replaced a non-charging I-pod touch over 2 years out of warranty, they even changed an I-phone 8 with a hair line cracked screen, all offered BY THEM for free even though I was willing to pay. Omega UK SC repaired my hard to wind Speedmaster Pro for free, 9 months after the service warranty expired. Granted it had not failed and was working but they didn’t have to do it, no quibble, no charge.


FRYING TONIGHT.....Let the flaming begin, I’m ready!!

PREACH brotha!

Things can break but com'on Rolex just 6 months after warranty period ends you're giving the cold shoulder with a petty discount. Not cool.

A friend of mine Audi S5 transmission blew out while driving down a road. Towed it over to the Audi dealer he purchased from. And even though his warranty had expired 5 months ago. Audi honored it and took care of him...

I thought Rolex took pride in their work. This is a let down for me.