Does Rolex have a Lemon Policy?

[thomlad54]

Hello All
I posted about my now 4 month old GMT II running very slow. Well it turned it it was stopping, even though it was fully wound. I took it to RSC in NY and they took the watch for 2 weeks and were able to see that the watch did in fact stop at times. They didn't find a specific problem so they did a full service on the watch. That was about 3 weeks ago. It had been running great but yesterday it stopped again.
My question is would Rolex give me a new watch, as this one is obviously a lemon? I asked last time and they said no, that's why I have a 5 year warranty.
Thanks for your input.

Thom

[travisb]

Never had issues with any of my Rolex watches and haven't heard of replacements.
I did have an AP 15300 replaced for a new one just two weeks after purchase due to a stuck date wheel.

[Singslinger]

I recently bought a steel YM2 from an AD and after taking it home I found that the red arrow seconds hand for the countdown timer didn't reset in a perfectly vertical position - it was off by a hair's breadth. With no questions asked, the AD swapped the watch for another one.

As I understood it, when a watch is now bought at an AD the warranty card has to be swiped in some gizmo which immediately transmits the sale to Rolex HQ in Switzerland. So I asked my AD about whether they would have to reverse the original sale with Rolex. She said no because it was a genuine defect and Rolex would take the watch back.

Not sure if ADs in your part of the world practice the same, but I would approach the store you bought the watch from for a new one.

[padi56]

Originally Posted by thomlad54

Hello All
I posted about my now 4 month old GMT II running very slow. Well it turned it it was stopping, even though it was fully wound. I took it to RSC in NY and they took the watch for 2 weeks and were able to see that the watch did in fact stop at times. They didn't find a specific problem so they did a full service on the watch. That was about 3 weeks ago. It had been running great but yesterday it stopped again.
My question is would Rolex give me a new watch, as this one is obviously a lemon? I asked last time and they said no, that's why I have a 5 year warranty.
Thanks for your input.

Thom

Is this the same GMT you bought back in July and reported it was running +1 second after 24 hours.Then you report it was loosing around 20 seconds a day but when tested by the RSC they could not find anything wrong.What are your wearing habits have you ever given your watch a full manual wind.When wearing are you reasonably active and not sat at a desk with little wrist movement???.Even if wearing its best to give a full manual wind once a week or so you keep main-spring at full power reserve.

[joe100]

Sounds like to me you're running at the lower end of the power reserve. I manually wind my watch 40 turns every few days or at least once a week or so. The watch doesn't "wind" on your wrist, it just maintains the power reserve. So if you put the watch down for say 12hrs, you'll loose most of that time and eventually you'll be at the bottom running on whatever you generate yourself.

[thomlad54]

Originally Posted by padi56

Is this the same GMT you bought back in July and reported it was running +1 second after 24 hours.Then you report it was loosing around 20 seconds a day but when tested by the RSC they could not find anything wrong.What are your wearing habits have you ever given your watch a full manual wind.When wearing are you reasonably active and not sat at a desk with little wrist movement???.Even if wearing its best to give a full manual wind once a week or so you keep main-spring at full power reserve.

Yes the same GMT. I'm very active and the watch only comes off my wrist for showering and work ( I'm a fireman). I always give it a full wind every couple of days as well as before and after work (it's usually off my wrist for 24 hrs )

[RichM]

Thom,

I'm no expert on the subject but I don't think companies have "Lemon Laws", it whether the state you live in has a "Lemon Law" and whether your problem fits that states particular criteria.

Some states are easier than others as to what qualifies for "Lemon Law" status.

If NY has a "Lemon Law" it should cover all items sold in the State of New York.
You should search NY's Lemon Laws.

[ltmgeller]

I believe the ny lemon laws only apply to vehicles and wheelchairs. I would try the ad and see what they say. If that doesn't work, try a watch winder for when you are at work to see if that makes a difference. Be safe out there and thank you for "running in when everyone else is running out".

[kirksingleton]

Rolex will make it right but you may be without a watch for a bit. Call them up and complain

[arguetaoscar]

Have you talked to the AD you bought it from?


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[DPE]

In Europe there is a law on warranty. Basically the item has to be 'Fit for purpose' first. If not then it would normally be exchanged or refunded. Then on the warranty side. If you accept a repair under warranty then you would be expected to resolve further matters the same way, a repair. If you feel the watch is 'Not fit for purpose' as it is not giving the time as per the factory spec. even after a warranty repair, then if you can prove this you may have a case to ask for an exchange or money back. Again this is what happens in Europe. Good luck on resolving the issue. Dave

[Tools]

You have a warranty and Rolex is obligated to "make it right", although it is a nuisance to have to send a watch back and forth.

A manufacturer has rights too, and that is to repair or replace, at their discretion.

You say that "it stopped again" but that may not be related in any way to the previous problem. A Rolex will stop while you are wearing it if you are not active enough..

I have never known Rolex to not do what is necessary to satisfy the customer.

[IntegratedCheese]

I thought the movement winds the watch. Isn't that what watch winders do

[Viv Savage]

I'm no lawyer.

[beshannon]

Originally Posted by thomlad54

My question is would Rolex give me a new watch

Call Rolex and ask!

[Lordofrolex]

I would give he RSC another crack at it

[themaninblack]

The OP stated that Rolex confirmed that the watch did have a problem whilst in their possession at the service centre and stopped functioning, they keep them on winders. They have attempted to fix the watch and it seems to have stopped again. You will need to give them another opportunity to make it good. If after they have attempted repair the watch again fails to function properly, they should replace the movement, if they won't then you may need to pursue your rights more vigorously.

[thomlad54]

Thank you all for your replies. I will contact RSC.
Thom

[SpaceWanderer]

I'll wager there's a problem with the hacking mechanism that occurs with all the manual winding. I never wind my watches unless they've stopped. Something seems to tweaking the stopping function, so take it back and go into detail about exactly how often you wind the watch. Just a guess, but I can't think of any other reason it would stop if everything else looks OK. Best of luck!

[thomlad54]

Originally Posted by SpaceWanderer

I'll wager there's a problem with the hacking mechanism that occurs with all the manual winding. I never wind my watches unless they've stopped. Something seems to tweaking the stopping function, so take it back and go into detail about exactly how often you wind the watch. Just a guess, but I can't think of any other reason it would stop if everything else looks OK. Best of luck!

I will mention this to them. Thank you
Thom

[breitlings]

I understand this is disappointing but i am sure rolex will make this right. they are ocd about qa. i would just be positive, and let them take their time since i dont think they need to be motivated to take care of it.

[Ruud Van Driver]

If you don't get any luck with RSC or your AD, write a letter (it's a nut-ache, I know) to Geneva as I did with my Cyclops issue. They will respond and I would be absolutely amazed if they didn't put it right.

Good luck and keep us posted