Cost of shipping the watch for a repair under warranty

[konkret]

My Tudor stopped working so I went to an AD for a repair under the warranty. I was informed they cannot do this repair locally and will charge me for shipping the watch to Geneva (if the repair is not accepted under warranty they would charge me also for the return shipment). Is it a common/legal practice?

[Likestheshiny]

It's legal -- obviously companies aren't obligated to pay to ship watches that aren't covered by warranty service. However, you're getting poor customer service on this end. Why are you dealing with an AD instead of going straight to a Rolex Service Center?

[konkret]

My question relates to a repair under warranty.
If it was not under warranty I totally understand I would need to pay for shipping.

[tudorbaja27]

Even under warranty you have to pay for shipping. In the US I had to pay for shipping to RSC. Return shipping was on them.

[RHIII]

I’ve paid the shipping for every watch I’ve ever had any work done to — warranty or otherwise.

Shipping is NOT included.

<$200 in my experiences — at my AD - with Rolex


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[RHIII]

Originally Posted by tudorbaja27

Even under warranty you have to pay for shipping. In the US I had to pay for shipping to RSC. Return shipping was on them.

100% accurate


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[konkret]

If your car, mobile phone, computer, stereo or any other item needs to be repaired under warranty you just bring it to an autorhised service center and pick it up when it is repaired, you don’t pay additionally if they couldn’t repair it locally and had to send it is somewhere. Why with a watch should it be different?

[konkret]

if your Aston Martin broke down under warranty and you went to an Authorised Service and thay said - sorry, we are unable to repair it here and will need to ship it to Gaydon and charge you for the shipping? Ridiculous.

[tudorbaja27]

Originally Posted by RHIII

I’ve paid the shipping for every watch I’ve ever had any work done to — warranty or otherwise.

Shipping is NOT included.

<$200 in my experiences — at my AD - with Rolex


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I skipped the AD and shipped it myself per RSC guidelines w/ USPS Registered Mail. Cost me $30-$40. Took forever but that is nothing new.

[pickettt]

It is very common, but quite tacky. If a product fails under warranty, the consumer should not be required to be out of pocket.....but once again, it’s very common.

[RHIII]

Originally Posted by tudorbaja27

I skipped the AD and shipped it myself per RSC guidelines w/ USPS Registered Mail. Cost me $30-$40. Took forever but that is nothing new.

Hmmm. Interesting. Never really thought about that. But I suspect registered would be just as effective — except the timeliness.


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[reeko]

Originally Posted by konkret

My Tudor stopped working so I went to an AD for a repair under the warranty. I was informed they cannot do this repair locally and will charge me for shipping the watch to Geneva (if the repair is not accepted under warranty they would charge me also for the return shipment). Is it a common/legal practice?

Konkret, I had my pelagos sent to rsc while it was still under warranty, and my AD didn't charge me shipping to and from the rsc. I think this service varies by AD.

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[RHIII]

Originally Posted by konkret

if your Aston Martin broke down under warranty and you went to an Authorised Service and thay said - sorry, we are unable to repair it here and will need to ship it to Gaydon and charge you for the shipping? Ridiculous.

What makes you think ANY high end car manufacturers pay for you to ship your car out of state (out of country is a bit extreme)— for service? (Warranty or otherwise)

They do not. There are several high end vendors that they recommend - and underwrite to a degree.

This is the cost to own luxury goods - or high end toys. Period.


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[wesdaniel]

I bought a new JLC last year and it stopped working about 60 days later. I took it to my local boutique and they shipped it (they said) to Switzerland. I wasn't asked to pay anything - everything, including shipping, was covered by the company.

That seems pretty appropriate to me. The product shouldn't fail. If it does, the company should take care of it door to door IMO.

[007timer]

This is bad customer service. If your watch just “stopped working” they should be somewhat embarrassed and trying to make the experience a little better.


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[Hibbyx]

My GMT 2 went back after 12 months because of poor time keeping, the AD sent it back foc, I asked for a loan watch and was told NO

[beshannon]

Originally Posted by konkret

If your car, mobile phone, computer, stereo or any other item needs to be repaired under warranty you just bring it to an autorhised service center and pick it up when it is repaired, you don’t pay additionally if they couldn’t repair it locally and had to send it is somewhere. Why with a watch should it be different?

Then take it yourself to an authorized repair center, simple!

[konkret]

Originally Posted by RHIII

What makes you think ANY high end car manufacturers pay for you to ship your car out of state (out of country is a bit extreme)— for service? (Warranty or otherwise)

They do not. There are several high end vendors that they recommend - and underwrite to a degree.

This is the cost to own luxury goods - or high end toys. Period.

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You don’t seem to understand. What I meant is that once I bring my item to an authorised service center I should not care if they repair the item locally or need to ship it somewhere.

The AD I went to also has a service center. I left my watch there. Next day they call me and say that having examined the watch they came to the conclusion that they cannot repair it there and would need to send it to Geneva.

[konkret]

Originally Posted by beshannon

Then take it yourself to an authorized repair center, simple!

I did! This AD is also a service center for Rolex/Tudor. Sorry I didn’t make it clear from the beginning.

[Joearch]

I had a BB repaired. Took it to the Beverlyhills RSC. No shipping charge, repaired under warranty. It was sent to Dallas.

[Tools]

Originally Posted by konkret

You don’t seem to understand. What I meant is that once I bring my item to an authorised service center I should not care if they repair the item locally or need to ship it somewhere.

. . .

Things must work differently in your part of the world.

In the USA it is common for even a Rolex Service Center to ship a watch to another Center for repairs at no additional cost.

A Dealer frequently charges to ship for you, but the RSC pays to ship it back. If you drop it off at an RSC there is never a shipping charge.

[Irydium]

Originally Posted by wesdaniel

I bought a new JLC last year and it stopped working about 60 days later. I took it to my local boutique and they shipped it (they said) to Switzerland. I wasn't asked to pay anything - everything, including shipping, was covered by the company.

That seems pretty appropriate to me. The product shouldn't fail. If it does, the company should take care of it door to door IMO.

Also had this experience and I think this is reasonable to expect.

[hbombkid]

Also do you have insurance on it? Might want to find out if your watch insurance covers shipping?

Mine does so any time I shipped one to sell etc I just shipped it cheaply from my work fedex account no additional insurance. I guess I am gambling a little but that’s why they have insurance and can’t beat the discount overnight shipping is under 10 bucks.

[77T]

Originally Posted by konkret

My Tudor stopped working so I went to an AD for a repair under the warranty.

If this was just any AD - and not the one who sold you the watch - then they have no reason to ship it for you free of charge. But if it was THE AD who sold you the watch, then it would be something I would ask as goodwill.

In your car example, dealers are paid by the factory for all warranty work. Service revenue is a profit stream since cars need routine service several times a year.

In the watch world it is different - many dealers can’t work on all the models they sell. And the watch usually only needs service every 5-10 years.

So it is a small price to pay - but I would suggest shipping it yourself to the RSC.


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