Rolex Day Date Service

[chrisz]

Hi,

The winder on my Rolex DayDate broke so took it to my local Rolex Dealer who informed me that I would also need a service. He telephoned me later to tell me that he noticed a scratch on the glass and would I like this replaced as well. I gave the go-ahead for the service, winder repair and glass replacement at a cost of £890. He assured me the watch would come back looking brand new.

When I collected the watch (mid March) it looked in mint condition, but my eyesight is not the best. Whilst sat with some friends who also have Rolex watches one of them commented that there were marks on the face of the watch near the day window and elsewhere and, if the glass had been replaced, then these would have been cleared or cleaned. He asked if I had the certificate for the repair and service and I told him I did not.

Should I have received a Rolex service certificate and should those marks have been removed?

[MonBK]

Yes, you should have received a Rolex service warranty.

Sounds like they didn't send it to RSC but did it them self.

I would go back and inquire.

[tyler1980]

Originally Posted by chrisz

Hi,

The winder on my Rolex DayDate broke so took it to my local Rolex Dealer who informed me that I would also need a service. He telephoned me later to tell me that he noticed a scratch on the glass and would I like this replaced as well. I gave the go-ahead for the service, winder repair and glass replacement at a cost of £890. He assured me the watch would come back looking brand new.

When I collected the watch (mid March) it looked in mint condition, but my eyesight is not the best. Whilst sat with some friends who also have Rolex watches one of them commented that there were marks on the face of the watch near the day window and elsewhere and, if the glass had been replaced, then these would have been cleared or cleaned. He asked if I had the certificate for the repair and service and I told him I did not.

Should I have received a Rolex service certificate and should those marks have been removed?

Was it purchased new? If it was older and out of warranty you would not be entitled to a RSC fix under warranty. If it was an independent service then you would also not get a Rolex service warranty to cover the watch for two years.

If it was not an AD then i would probably question where my watch was going to actually be serviced before going ahead.

[Seibei]

Sounds like the OP was ripped off, in the sense that he seems to have paid the price for an honest RSC service but did not get one.
I hope this will be made right. If not this Rolex dealer may have problems.

[tyler1980]

Originally Posted by Seibei

Sounds like the OP was ripped off, in the sense that he seems to have paid the price for an honest RSC service but did not get one.
I hope this will be made right. If not this Rolex dealer may have problems.

this is why we need clarification. Anyone can sell a used Rolex and any competent watchmaker can work on one. That doesnt mean they are affiliated with Rolex in any way.

[MonBK]

Originally Posted by tyler1980

this is why we need clarification. Anyone can sell a used Rolex and any competent watchmaker can work on one. That doesnt mean they are affiliated with Rolex in any way.

I'm afraid it's going to be a while before the OP gets back.

He registered in 2014, posted his first question today so logically he'll be back 2022.

[emkwan]

Originally Posted by MonBK

I'm afraid it's going to be a while before the OP gets back.

He registered in 2014, posted his first question today so logically he'll be back 2022.

LOL

[tyler1980]

Originally Posted by MonBK

I'm afraid it's going to be a while before the OP gets back.

He registered in 2014, posted his first question today so logically he'll be back 2022.

[ccaballero]

This is why I personally package and send to RSC myself. That is not to say service from RSC is perfect as I have had Dallas send watch back to me with scratches hands and other minor issues. But turning over watch to intermediary is nonstarter for me.

[joli160]

If your AD has its own Rolex certified watchmaker you should have been given the white warranty card as opposed to the green warranty card issued by the official RSC.

Since you got neither they used a third party to work on your watch in which case you not only overpaid but could have potentially "ruined" your watch. Not saying it is though as there are independents who can finish a watch like no other.

All that does not matter anymore, but scratches on the dial are a concern and I would go back to the AD. If the dial is indeed scratched the only way to rectify is to exchange it for a new one.

[brandrea]

Originally Posted by tyler1980

Was it purchased new? If it was older and out of warranty you would not be entitled to a RSC fix under warranty. If it was an independent service then you would also not get a Rolex service warranty to cover the watch for two years.

If it was not an AD then i would probably question where my watch was going to actually be serviced before going ahead.

[fskywalker]

Independent watchmaker doesn’t means ripoff unless he was promised / told they were sending it to RSC


Sent from my iPhone using Tapatalk Pro

[Dirt]

Originally Posted by chrisz

Hi,

The winder on my Rolex DayDate broke so took it to my local Rolex Dealer who informed me that I would also need a service. He telephoned me later to tell me that he noticed a scratch on the glass and would I like this replaced as well. I gave the go-ahead for the service, winder repair and glass replacement at a cost of £890. He assured me the watch would come back looking brand new.

When I collected the watch (mid March) it looked in mint condition, but my eyesight is not the best. Whilst sat with some friends who also have Rolex watches one of them commented that there were marks on the face of the watch near the day window and elsewhere and, if the glass had been replaced, then these would have been cleared or cleaned. He asked if I had the certificate for the repair and service and I told him I did not.

Should I have received a Rolex service certificate and should those marks have been removed?

Rolex doesn't always get a service 100% correct so it's not inconceivable that there may be some marks on the dial.

I don't know what you refer to as a certificate
But all watches serviced at an RSC come with a 2 year International Service Guarantee and a small card stating the date of service, etc, etc.

[Al1969]

Originally Posted by Dirt

Rolex doesn't always get a service 100% correct so it's not inconceivable that there may be some marks on the dial.

I don't know what you refer to as a certificate
But all watches serviced at an RSC come with a 2 year International Service Guarantee and a small card stating the date of service, etc, etc.

X2. If properly serviced by RSC, it should’ve the 2 year warranty.

OP, you need to ask for documentation stating what EXACTLY was done to your watch.

[chrisz]

Originally Posted by tyler1980

Was it purchased new? If it was older and out of warranty you would not be entitled to a RSC fix under warranty. If it was an independent service then you would also not get a Rolex service warranty to cover the watch for two years.

If it was not an AD then i would probably question where my watch was going to actually be serviced before going ahead.

No the watch was not purchased new but it was purchased from the Authorized Rolex Retailer. The watch was taken back to the this same jewellers and I was informed that it would be sent away to be serviced and repaired. The certificate I refer to is the one that is issued by RSC when a Rolex is serviced.

[MonBK]

Originally Posted by chrisz

No the watch was not purchased new but it was purchased from the Authorized Rolex Retailer. The watch was taken back to the this same jewellers and I was informed that it would be sent away to be serviced and repaired. The certificate I refer to is the one that is issued by RSC when a Rolex is serviced.

Welcome back Chris, (we thought we lost you).

You need to go back to the AD and ask for your paperwork.

[chrisz]

Originally Posted by MonBK

I'm afraid it's going to be a while before the OP gets back.

He registered in 2014, posted his first question today so logically he'll be back 2022.

I have spoken to the Rolex AD director who informs me that the watch was repaired at their shop by qualified Rolex jewellers and will send me a letter covering the 2 year guarantee on the service, winder repair and new glass. I asked for the official certificate and was told they don't issue such things. Not happy about this as I have an e-mail from this Ad that the watch will go back to RSC.

[chrisz]

Originally Posted by Dirt

Rolex doesn't always get a service 100% correct so it's not inconceivable that there may be some marks on the dial.

I don't know what you refer to as a certificate
But all watches serviced at an RSC come with a 2 year International Service Guarantee and a small card stating the date of service, etc, etc.

Director of the Rolex AD shop phoned me and explained that the service and repairs were carried out in their own workshop by fully qualified Rolex jewellers\engineers. Said he would send me a letter stating these facts and to cover the guarantee of the work. I have e-mail that states Rolex quoted for the service and repair and if I went ahead the watch would come back as new. Not sure I believe him even though I have known him for 40+ years.

[chrisz]

Originally Posted by MonBK

Welcome back Chris, (we thought we lost you).

You need to go back to the AD and ask for your paperwork.

have spoken to the Rolex AD director who informs me that the watch was repaired at their shop by qualified Rolex jewellers and will send me a letter covering the 2 year guarantee on the service, winder repair and new glass. I asked for the official certificate and was told they don't issue such things. Not happy about this as I have an e-mail from this Ad that the watch will go back to RSC.

[chrisz]

I have finally got a letter from the AD stating that the work was done in their workshop by qualified Rolex watch repairers, the letter also states they will honour the 2 year warranty. The problem is they lied to me as I have the e-mail that states "we have heard from the RSC and the cost will be £750 for the service and new winder plus £140 for the new glass. If you go ahead the watch will come back as new."

I need to contact Rolex direct but have no idea how.

[chrisz]

Originally Posted by tyler1980

Was it purchased new? If it was older and out of warranty you would not be entitled to a RSC fix under warranty. If it was an independent service then you would also not get a Rolex service warranty to cover the watch for two years.

If it was not an AD then i would probably question where my watch was going to actually be serviced before going ahead.

I have finally received a letter from the Rolex AD stating that my watch was repaired in their workshop by their qualified Rolex repairers. The letter also states that they will honour the 2 year warranty. Problem is I have the original e-mail that clearly shows it should have gone back to RSC. Somehow need to contact Rolex for advice.

[Dirt]

Originally Posted by chrisz

I have finally got a letter from the AD stating that the work was done in their workshop by qualified Rolex watch repairers, the letter also states they will honour the 2 year warranty. The problem is they lied to me as I have the e-mail that states "we have heard from the RSC and the cost will be £750 for the service and new winder plus £140 for the new glass. If you go ahead the watch will come back as new."

I need to contact Rolex direct but have no idea how.

Write a very nicely worded and respectfull letter to Rolex in Geneva outlining the facts as they currently stand and your position(emotional or other) on the matter.
Close by simply asking them for some assistance in a most respectfull manner.

I think you find you will be looked after by the mothership.

This is assuming you have made fairly reasonable attempts to resolve the relevant issues with the AD.

[chrisz]

Originally Posted by Dirt

Write a very nicely worded and respectfull letter to Rolex in Geneva outlining the facts as they currently stand and your position(emotional or other) on the matter.
Close by simply asking them for some assistance in a most respectfull manner.

I think you find you will be looked after by the mothership.

This is assuming you have made fairly reasonable attempts to resolve the relevant issues with the AD.

Thanks for the advice. I have sent an e-mail to the Director of the Rolex AD asking for a complete refund of the £800 paid. I will give him the best part of this week to respond and if not satisfied will write to Geneva.

[David Park]

Originally Posted by Dirt

Write a very nicely worded and respectfull letter to Rolex in Geneva outlining the facts as they currently stand and your position(emotional or other) on the matter.
Close by simply asking them for some assistance in a most respectfull manner.

I think you find you will be looked after by the mothership.

Yes. I have written to Rolex Geneva on three occasions and have always received a prompt and helpful response.

[Dirt]

Originally Posted by chrisz

Thanks for the advice. I have sent an e-mail to the Director of the Rolex AD asking for a complete refund of the £800 paid. I will give him the best part of this week to respond and if not satisfied will write to Geneva.

I suspect this may be a bit of a strategic over-reach.
And maybe too heavy handed

Good luck