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junitodx · 31 January 2018, 08:14 AM

So trying to make a long story short I purchased a Oyster Perpetual about a year ago from a great seller here on TRF with warranty card included, though obviously with someone else's name on it.

The watch doesn't wind anymore just simply starts turning the minute and hour hands so obviously a mechanical problem. No fault of the seller's nor myself.

I took the watch to the NYC Service Center and they said the warranty was not valid because my name was not on the warranty card and I would need a bill of sale from the person who's name was on the card from the purchase at the AD.

I then called them today (without saying I had been there day before obviously) with a hypothetical of having been gifted the watch and having everything for the watch other than the bill of sale and they said it would not be covered under warranty unless I had a letter from the person who's name is on the warranty card. So basically the same BS.

Finally just to see if the stories I read on TRF were true I called the Dallas Service Center with the same hypothetical and they said that's fine, it doesn't matter who's name is on the card. As long as the warranty is not expired it's covered.

Does it make any sense that two service centers of a giant global company have such drastically different interpretations of the warranty policy?

I will likely try my luck and mail it to Dallas as NYC said it would have to be a full service which would run around $700 or so.

RichM · 31 January 2018, 08:51 AM

All I can say is the NYC RSC plays by its own set of rules.

hbombkid · 31 January 2018, 09:30 AM

Unless it has changed should be fine at RSC Dallas. Have heard this story before from NYC.

Bigblu10 · 31 January 2018, 09:40 AM

RSC NY is pitiful the way they treat customers. Don't waste your time. Just mail it to Dallas and be done with it. Good luck!

kilyung · 31 January 2018, 09:43 AM

Quote:

Originally Posted by Rich Mickol

All I can say is the NYC RSC plays by its own set of rules.

This

RHIII · 31 January 2018, 09:46 AM

Quote:

Originally Posted by Rich Mickol

All I can say is the NYC RSC plays by its own set of rules.

Unfortunately, yes.

Sent from my iPhone using Tapatalk

junitodx · 31 January 2018, 12:06 PM

Thanks for the feedback guys. It really is a shame how bad they seem to be in the NYC RSC. One uniform policy across the whole company seems logical but I guess they let NYC do as they please.

Another caveat was that NYC said it would need to be a full service,even though the watch is only 3 years old, because they would have to open it to see what was wrong. Dallas on the other hand said the only thing that is not covered was impact damage but they would check when they got the watch and if for some odd reason the damage was not covered under warranty they would give me a discounted estimate on what the repair would cost. Within a minute of hanging up I had received an email from Dallas with all the return and shipping instructions. Really was like night and day talking to the two reps.

I will update with the results when it's all said and done.

pilotjim · 31 January 2018, 01:02 PM

Aren't there other options as well? The AD near me has an in-house watchmaker who I believe is Rolex certified and does full service.

vincenzowl · 31 January 2018, 01:12 PM

I’m originally from NYC and I don’t find this kind of behavior surprising. Not sure why the mothership isn’t doing anything about it. My guess is that it has to do with the volume of work that the location must get. By filtering out some incoming requests like this, some can get diverted to the Dallas location.

rossi46 · 31 January 2018, 01:55 PM

That is absolute garbage from NYC RSC. No precedent whatsoever for needing to have a bill of sale if your name doesn't match what's on the warranty card. It should not matter if you found your Rolex on the side of the road! If it's within the warranty period then they should honor that.

Really awful and a stain on the brand.

Rocket_Man · 31 January 2018, 02:24 PM

I've heard others report this as well. Basically RSC NYC has decided to not honor the Rolex warranty. I wonder why no one reports this to Rolex USA? Personally I'd have no plans to use the NYC RSC.

tbonesteak · 24 February 2018, 01:57 AM

OP, hopefully it all worked out?

michaelodonnell123 · 24 February 2018, 02:03 AM

Quote:

Originally Posted by Rocket_Man

I've heard others report this as well. Basically RSC NYC has decided to not honor the Rolex warranty. I wonder why no one reports this to Rolex USA? Personally I'd have no plans to use the NYC RSC.

Or perhaps Texas RSC is not doing their job. Maybe the warranty rules have changed? Anybody have definitive literature on the subject matter?

tbonesteak · 24 February 2018, 02:04 AM

Quote:

Originally Posted by michaelodonnell123

Or perhaps Texas RSC is not doing their job. Maybe the warranty rules have changed? Anybody have definitive literature on the subject matter?

I'd be skeptical that any RSC would be doing uncovered work.

Just my .02.

Juantxo · 24 February 2018, 02:05 AM

Buy from an authorized dealer and you won't have any issues. Gray is gray.

milgauss2007 · 24 February 2018, 03:05 PM

nice that they do not feel the need to follow the federal law - Magnuson–Moss Warranty Act.. One of the requirements is that the warranty is is provided to anyone that owns the product during the warranty period.

handsfull · 24 February 2018, 03:18 PM

Quote:

Originally Posted by Juantxo

Buy from an authorized dealer and you won't have any issues. Gray is gray.

Great advice.

Also, you have no idea if the watch is gray market or not.

31 January 2018, 08:14 AM	#1
junitodx "TRF" Member Join Date: Jan 2017 Location: NYC Posts: 16	Warranty Policy: NYC vs Dallas So trying to make a long story short I purchased a Oyster Perpetual about a year ago from a great seller here on TRF with warranty card included, though obviously with someone else's name on it. The watch doesn't wind anymore just simply starts turning the minute and hour hands so obviously a mechanical problem. No fault of the seller's nor myself. I took the watch to the NYC Service Center and they said the warranty was not valid because my name was not on the warranty card and I would need a bill of sale from the person who's name was on the card from the purchase at the AD. I then called them today (without saying I had been there day before obviously) with a hypothetical of having been gifted the watch and having everything for the watch other than the bill of sale and they said it would not be covered under warranty unless I had a letter from the person who's name is on the warranty card. So basically the same BS. Finally just to see if the stories I read on TRF were true I called the Dallas Service Center with the same hypothetical and they said that's fine, it doesn't matter who's name is on the card. As long as the warranty is not expired it's covered. Does it make any sense that two service centers of a giant global company have such drastically different interpretations of the warranty policy? I will likely try my luck and mail it to Dallas as NYC said it would have to be a full service which would run around $700 or so.

31 January 2018, 08:51 AM	#2
RichM 2024 SubLV41 Pledge Member Join Date: Mar 2015 Real Name: Richie Location: "Nowhere Man" Watch: out now,take care! Posts: 29,589	All I can say is the NYC RSC plays by its own set of rules. __________________ "I love to work at nothing all day" TRF #139960

31 January 2018, 01:12 PM	#9
vincenzowl "TRF" Member Join Date: Oct 2017 Real Name: Vince Location: Maryland Watch: 116400GV Posts: 270	Warranty Policy: NYC vs Dallas I’m originally from NYC and I don’t find this kind of behavior surprising. Not sure why the mothership isn’t doing anything about it. My guess is that it has to do with the volume of work that the location must get. By filtering out some incoming requests like this, some can get diverted to the Dallas location.

31 January 2018, 01:55 PM	#10
rossi46 2024 Pledge Member Join Date: May 2008 Real Name: Dan Location: CT, by a lake Watch: 16570 Posts: 1,544	That is absolute garbage from NYC RSC. No precedent whatsoever for needing to have a bill of sale if your name doesn't match what's on the warranty card. It should not matter if you found your Rolex on the side of the road! If it's within the warranty period then they should honor that. Really awful and a stain on the brand. __________________ A watch is about the entire package, not just its appearance. Any large watch company not making its own movement is not making a watch at all; they’re just playing dress-up. --The Watch Snob

31 January 2018, 09:30 AM	#3
hbombkid "TRF" Member Join Date: Apr 2014 Location: VA Watch: Sub 116610 Posts: 1,082	Unless it has changed should be fine at RSC Dallas. Have heard this story before from NYC.

31 January 2018, 09:40 AM	#4
Bigblu10 Banned Join Date: Jul 2017 Real Name: Jaime Location: Here Posts: 5,606	RSC NY is pitiful the way they treat customers. Don't waste your time. Just mail it to Dallas and be done with it. Good luck!

31 January 2018, 12:06 PM	#7
junitodx "TRF" Member Join Date: Jan 2017 Location: NYC Posts: 16	Thanks for the feedback guys. It really is a shame how bad they seem to be in the NYC RSC. One uniform policy across the whole company seems logical but I guess they let NYC do as they please. Another caveat was that NYC said it would need to be a full service,even though the watch is only 3 years old, because they would have to open it to see what was wrong. Dallas on the other hand said the only thing that is not covered was impact damage but they would check when they got the watch and if for some odd reason the damage was not covered under warranty they would give me a discounted estimate on what the repair would cost. Within a minute of hanging up I had received an email from Dallas with all the return and shipping instructions. Really was like night and day talking to the two reps. I will update with the results when it's all said and done.

31 January 2018, 01:02 PM	#8
pilotjim "TRF" Member Join Date: Dec 2017 Real Name: Jim Location: Mass Watch: BLNR Posts: 439	Aren't there other options as well? The AD near me has an in-house watchmaker who I believe is Rolex certified and does full service.

31 January 2018, 02:24 PM	#11
Rocket_Man "TRF" Member Join Date: Jun 2015 Location: Houston TX Posts: 1,332	I've heard others report this as well. Basically RSC NYC has decided to not honor the Rolex warranty. I wonder why no one reports this to Rolex USA? Personally I'd have no plans to use the NYC RSC.

24 February 2018, 01:57 AM	#12
tbonesteak "TRF" Member Join Date: Oct 2015 Location: New York Watch: me go broke! Posts: 1,657	OP, hopefully it all worked out?

24 February 2018, 02:05 AM	#15
Juantxo Banned Join Date: May 2016 Location: Utopia Posts: 2,101	Buy from an authorized dealer and you won't have any issues. Gray is gray.

24 February 2018, 03:05 PM	#16
milgauss2007 "TRF" Member Join Date: Aug 2017 Location: MN Posts: 34	nice that they do not feel the need to follow the federal law - Magnuson–Moss Warranty Act.. One of the requirements is that the warranty is is provided to anyone that owns the product during the warranty period.

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