Can we get an official ruling on......

[Cru Jones]

i'm not sure what isn't clear.

1. a consumer must deliver the watch and original warranty card.

2. warranty is valid only if watch was sold "to a consumer" by an official rolex jeweler (the name of which is on the card) and the jeweler filled out the card at purchase.

no where is it specified that the consumer delivering the watch must be the same as the consumer listed on the warranty card.

and to argue that "intervention of a third party" means anything other than an attempted repair of the watch by a third party jeweler doesn't make sense. i would think that voiding the warranty due to the sale of a watch by a consumer to another consumer would have to be much more explicit, and there is no way to tell based on the warranty card that a watch passed from a consumer through a grey dealer to another consumer.

[learningtofly]

Originally Posted by Tools

This has been debated for years.. Rolex USA is Headquartered in NYC, and their stand is that the USA warranty is only for the original purchaser. Anybody else is a "third party intervention"..

However, some members have not had a problem and some say that Dallas has told them differently........

So how's that for clearing things up......

Here is what it says:

... was sold to A consumer by...

To me, that's not suggesting that the original consumer is the only beneficiary.

[kmleffler]

I have taken my Rolex into the NY RSC to be adjusted under the warranty and all they asked for was the warranty card. I did not have to show proof that I was the person named on the card. They also did the adjustment while I waited.

[snog]

Originally Posted by Tools

This has been debated for years.. Rolex USA is Headquartered in NYC, and their stand is that the USA warranty is only for the original purchaser. Anybody else is a "third party intervention"..

However, some members have not had a problem and some say that Dallas has told them differently........

So how's that for clearing things up......

Here is what it says:

that is very badly worded.

[Porsche]

What if the watch was bought by one parson and then gifted to another?

[snog]

Originally Posted by snowpea

How about after the 2 year warranty period is over will RSC still require the warranty card if you need to send it in for service?

no,they will service your watch and charge their fee.

[Cabaiguan]

I think that this thread merely proves the obvious...there is no consistent policy in the US for warranty repairs for subsequent owners. I was asked for a sales receipt, others aren't. Some get hassled, some aren't. NYC seems to be more unforgiving than Dallas, etc.

I wish they would get their act together. Seems like the right hand doesn't know what the left is doing.

[Nikkie]

Originally Posted by gqllc

Does the US AD warranty go with the watch or with the purchaser? I just left an AD and they stated the warranty is only to the original buyer and NOT with the watch???? Can anyone confirm or deny this???

I am from South Africa and I work for a Authorized dealer off Rolex and we can not sell the watch without the Warranty otherwise you can not have the watch send back to Rolex for any repairs problems, if any.

[rr-nyc]

Its really plain and simple... As long as the warranty card was stamped and dated by an AD, the watch is warranted for two years. It makes no mention, thus a non-issue, of whether you are the 2nd or 20th owner in that two year period. Rolex warranties the watch, not the owner. This was confirmed when I called RUSA before I purchased from a trusted seller that had a stamped and dated card. In no way shape or form is a receipt or proof of purchase required. They only require the warranty card if you expect the work to be covered under warranty. Would Rolex take a receipt as proof of warranty if you don't have the card? Probably not so there is no reason for them to ask.

This is an international warrantee so it doesn't matter if bought it in the UAE or US or anywhere in between, its covered under the international warranty. If you don't know where your closest service center is or if your country has one, look in your papers---there's a little book that lists them all.

Again, this third party intervention nonsense only has to do with service. Never in the history of the English language has third party intervention been associated with ownership. And to be honest, if you had a Rolex and it malfunctioned in that warranted period, you deserve to have the watch voided of the warranty if you bring it somewhere else to be repaired.

As far as modifications: I'm fine with the addition or substitution of parts not supplied by Rolex but accessories is too vague. According to the verbiage as is, using a NATO strap would effectively void the warranty. Luckily for us in the US, we are protected by the Magnuson–Moss Warranty Act so Rolex would have to show how the strap caused or potentially caused the defect before voiding it. Luckily, they know this which is why the closing paragraph exists. They're just hoping you don't know it.

[Cabaiguan]

Originally Posted by rr-nyc

Its really plain and simple... As long as the warranty card was stamped and dated by an AD, the watch is warranted for two years.

Unfortunately, it's not really that plain and simple.I know what the warranty says, but walking into the NY RSC and getting that result is a different story. There are numerous posts on buyers with valid warranty cards being denied service because they are not the original owners. I just dropped my watch off this week and was asked for original receipt. If I would not have had it, I would've been SOL, at least with this service center. Again, Dallas seems to be more flexible.

Anything but plain and simple.

[springbar]

Originally Posted by Tools

This has been debated for years.. Rolex USA is Headquartered in NYC, and their stand is that the USA warranty is only for the original purchaser. Anybody else is a "third party intervention"..

However, some members have not had a problem and some say that Dallas has told them differently........

So how's that for clearing things up......

Originally Posted by Art 1

Read a warranty card, it is very clear. There is one posted a few posts above.

I have of course read the card and it's not "clear" at all. If it were, Rolex's authorized agents, service centers, and other representatives would actually agree on its meaning. They don't.

It's not even clear what you think it means. "What tools said" is that RUSA in NYC thinks it goes with the original purchaser. Or you can call Dallas and get a different story. Which interpretation are you agreeing with?

A warranty document is intended to be read and understood by the end-user, not just contract lawyers. Competently-written warranties explicitly specify "the original purchaser only" when that's what is intended.

[rr-nyc]

Originally Posted by Cabaiguan

Unfortunately, it's not really that plain and simple.I know what the warranty says, but walking into the NY RSC and getting that result is a different story. There are numerous posts on buyers with valid warranty cards being denied service because they are not the original owners. I just dropped my watch off this week and was asked for original receipt. If I would not have had it, I would've been SOL, at least with this service center. Again, Dallas seems to be more flexible.

Anything but plain and simple.

I didn't see the posts nor do I have to because I'm going by what is written in my warranty booklet and subsequently verified by RUSA directly. The stipulations for a valid warranty are clearly stated and so are the reason for a voided warranty. If the valid card matches the watch and I have not done anything to void the warranty, there is no reason for denial. I'm sorry but if someone was denied because their name wasn't on the valid warranty, they walked away too early. Its isn't uncommon for businesses to deny warranty claims hoping you'll do exactly that so Rolex is no different in that regard. If someone is denied service, ask for the service manager. If they don't correct the issue keep going up until you find someone that will. We all have a copy of the warranty and it says nothing about transfer of ownership. Hell, they didn't even add a clause for future changes or amendments.... too bad for them because all it will take is to piss off the wrong customer with too much time and money. I'm not worried one bit.

[Watch Professor]

Originally Posted by FlyingMoose

It depends on which service center you send it to. NYC will give you grief, but Dallas will honor the warranty. This isn't official, but seems to be the case (and was true in my case).

This is what I found. I called both centers and was told this. It becomes murkier when you factor the source of the watch. Generally, Rolex will not warranty a watch from a gray dealer- that's why many gray dealers offer their own warranty. Buying pre-owned from a private seller changes this scenario, where Dallas will recognize the warranty and NY won't. Suggestion: if asked from whom you purchased the watch, just say it was a private deal- you bought it from the person listed on the warranty.

[Speed]

Originally Posted by Porsche

What if the watch was bought by one parson and then gifted to another?

I think commerce between two "Parsons" is an exception!

[Welshwatchman]

This one was cleared up nicely then.

Go Rolex USA with their helpfully ambiguous wording of the warranty terms.

In the UK any such agreement would be specific in relation to whether warranty transfer is allowed or not.

[ec51]

Well it seems we can further complicate things (not much) by comparing the Rolex SA warranty and the Rolex USA warranty. This is from the booklet that came with my recently purchased Sub in Mexico. There is a substantial difference in language when compared to the Rolex USA warranty.

Particularly interesting is the mention of "third parties," the Rolex SA warranty specifies that "...work carried out by third parties will invalidate the guarantee." Also, the language pertaining to what type of 'wear and tear' is excluded is a bit more defined in the Rolex USA warranty.

Very interesting....

Anyway, for what it's worth I just got off the phone with RSC NYC and I asked two questions:

(1) Would I need to bring in my original receipt to have warranty work completed on my watch.

Answer: "...bring whatever you have, especially if you purchased it overseas." The woman did not seem too sure of herself regarding this answer.

(2) Does the name on the warranty card have to match the current owner asking for warranty service? I explained I had a friend who purchased the watch second hand and it is still within the 2 years.

Answer: This one she put me on hold for and came back with a clear-cut, "...yes, the warranty is transferable."

Though, take these answers with a grain of salt. One particular customer service representative answering the phone within the service department is hardly Rolex USAs official position on the matter.

I believe the warranty language, whether USA or SA is clear regarding the warranty being transferable. I infer this from there being no explicit language that requires the original owner named on the warranty card to be the one asking for warranty work. All that is required is that the watch is sold by an AD and the card is filled out. If you purchase one second-hand, as long as the watch was originally purchased from an AD and the card is filled out accordingly...you should be fine.

[buke45]

That's why I don't send my watches to Rolex at all buy from a seller that provides their own warranty. I buy from Santblanc and they give 3 years.

[Scunner]

Originally Posted by EE33

What about say us here in Australia who have bought a watch out of USA? Can we get our watch fixed here under the US warranty? Say watch was purchased 2nd hand.

I purchased my first in the US from an AD and returned for COSC adjustment to ROLEX UK via a UK AD, no probs at any stage.

[weng]

how about if you bought it pre-owned with an open warranty? does it conform to their policy that the card "must be completed, signed and dated by the official rolex retailer? the warranty card has the official retailers name. does my penmanship be considered official (without the RSC's knowledge)?