NYC RSC experience

[Tyl3r]

Originally Posted by 10XRolex

Everytime I personally brought my watches to NY RSC under warranty they asked for the bill of sale. No bill of sale, no warranty work performed.

I was at the RSC the other week. This man had warranty work done without a bill of sale. He had received the watch as a gift (what he said). Also, since he didn't have the warranty card with him, they asked him if he could obtain a picture of the card, both front and back, and send it to one of their email addresses. He had a friend or family member send over a picture of the front and back of the card. Not everybody will have a bill of sale.

[Joe.King]

Rolex shouldn't assume everyone has a bill of sale. Isn't that the purpose of having the warranty card scanned at time of purchase?

[redsubby]

What's with this bill of sale thing? Is this something new? I've never been asked for one at RSC and never heard of one required anywhere besides NY RSC.

[kimnkk]

I had a clasp repaired at NY RSC under warranty and they didn't ask for any bill of sale or even warranty card for that matter. My watch was definitely purchased outside of the US and they knew that also as i said i was there on holidays.

[p41nta]

I bought my GMT on the used market from a jewellers (non AD), but it still has warranty left on it. Obviously I don't have the original receipt, does this make the warranty invalid?

[Mezz72]

it's beggining to sound fishy with none of the so called trusted sellers saying anything.
afraid to verify something that will turn their business upside down??....

[smellychips]

NY RSC sound a great bunch! ...

[gregmoeck]

someone said grey market watches are imports, thats not always the case, I would say most are from the states. Trade in's and just bulk buys from AD's the dealers have relationships with.

I thought the watches were under warranty regardless, but what I would be cautious with is sending in a watch bought on the used market, what if that watch is stolen and no one really knew about it.. it passed through many hands before it got to the grey dealer... now you take in a watch that is "on the list"...You might be out a watch...

[gerrya]

Can the original poster put a pic up of his warranty card? That may clear up the issue? He did say there was no name on card, so maybe that's why they wanted bill of sale? I brought my Explorer II(purchased from trusted seller) to RSC Dallas to ask a question about lume, and they took warranty card and watch. They told me if I wanted dial changed they would have to send to NY since it was so new. No questions asked for bill of sale.

[hsfrank]

Clearly the variety of the post in this thread show that what really matters is the person you are talking to. I can verify this personally with regard to my experience with customer service representatives.some are helpful courteous and may even go out of the way to assist you. Others are what I and other people call customer no service. I believe we need to understand that a manufacturer can put certain conditions on his sales and warrantees of his products. He may (in the case of Rolex) sell his product only through authorized representatives. That is his way of maintaining his standards as well as the price point of his product. He then has his representatives whether they be dealers or customer service representatives implement his policies. They in turn interpret those accordingto their understanding. So one customer service representative may demand a bill of sale to the original owner while another May not.

Other manufacturers may choose not to be represented by authorized personnel but may rather sell to any distributor or individual. Their policies with regard to warrantees may be looser or stricter according to their desires. And consequently their representatives may be stricter or more liberal in their interpretation.

All that being said , I find it hard to believe that anyone purchasing through A trusted seller, a graymarket dealer believes that they have the same entitlements as purchasing through an authorized dealer. Certainly many of our trustedsellers here on the farm stand behind the product 100%. In fact I know of one who even exceeds that and stood behind his sale even though it was past his expressed warranty. If I trusted seller or graymarket dealer issues an expressed warranty either in writing or verbally it is only their warrantee not that of Rolex. If Rolex honors it then so much the better for the buyer . Certainly they have no obligation to do so since the sale was not a person to person sale but rather outside their authorized representatives.

[GeorgeK]

When the watch is on display at an AD, who owns it? Rolex Geneva, or the AD?

If Rolex has sold the watch to the AD, with 2 year warranty, then they have been paid for the watch, and agreed to warranty it for 2 years.

What happens to the watch after that is none of Rolex's business, and if they have agreed to warranty it for 2 years, as long as it has not been molested by any owner down the line, it seems they should honor the warranty that they have taken mone in exchange for.

Same goes for any part they remove without asking beforehand. Last I checked, when I bought the Rolex, it was mine. All of it. Rolex may refuse to touch it if I don't agree with their conditions, but they sure as hell can not take anything from it without my permission. That is called theft.

[Chadridv]

Originally Posted by gregmoeck

someone said grey market watches are imports, thats not always the case, I would say most are from the states. Trade in's and just bulk buys from AD's the dealers have relationships with.

I thought the watches were under warranty regardless, but what I would be cautious with is sending in a watch bought on the used market, what if that watch is stolen and no one really knew about it.. it passed through many hands before it got to the grey dealer... now you take in a watch that is "on the list"...You might be out a watch...

Correct me if I'm misunderstanding you here, but if a watch is stolen and you bring it in, yes you might be "out a watch", but that's because it was stolen and belongs to someone else.

Of course that sucks for you because someone was bound to get suckered but that's the risk you take buying a used watch with no known history. I'd hope you could take it up with the person you bought it from, but if your cautious to bring it in (to RSC) because part of you must realize it might be stolen, which is pretty bad.

[powerfunk]

Originally Posted by gregmoeck

someone said grey market watches are imports, thats not always the case

Yes it is. If it's not imported then it's not gray.

[SMD]

RSC NY can say whatever they want, but the language of the warranty is not limited to the original owner. Period. They cannot deny service if it is a legitimate watch with a valid warranty card stamped from an AD, If so it is effectively an easy breach of contract claim, and you could take it to the appropriate consumer protection agency for a quick settlement. If they want the warranties to be non-transferable, they need to make that clear in the warranty itself that accompanies the watch. They do not so they can not make it non-transferable after the fact.

[subtona]

Originally Posted by SMD

RSC NY can say whatever they want, but the language of the warranty is not limited to the original owner. Period. They cannot deny service if it is a legitimate watch with a valid warranty card stamped from an AD, If so it is effectively an easy breach of contract claim, and you could take it to the appropriate consumer protection agency for a quick settlement. If they want the warranties to be non-transferable, they need to make that clear in the warranty itself that accompanies the watch. They do not so they can not make it non-transferable after the fact.

I challenge you to find corporate customer service phone number or email to hear your complaint.

[powerfunk]

Originally Posted by SMD

the language of the warranty is not limited to the original owner. Period. They cannot deny service if it is a legitimate watch with a valid warranty card stamped from an AD

The warranty isn't technically valid if the watch was imported outside official channels. This is clearly an attempt to cut down on grey-market imports, not make warranties non-transferable IMO. But still pretty uncool that they're asking for receipts again.

[SMD]

Originally Posted by powerfunk

The warranty isn't technically valid if the watch was imported outside official channels. This is clearly an attempt to cut down on grey-market imports, not make warranties non-transferable IMO. But still pretty uncool that they're asking for receipts again.

Yes, and I wasn't saying otherwise. The only point is that you do not need to be the original owner to be entitled to rely on the warranty.

[SMD]

Originally Posted by subtona

I challenge you to find corporate customer service phone number or email to hear your complaint.

https://www.dos.ny.gov/consumerprotection/

[azguy]

Originally Posted by Mezz72

it's beggining to sound fishy with none of the so called trusted sellers saying anything.
afraid to verify something that will turn their business upside down??....

They are to busy selling watches and putting up ads to help out the people that actually buy watches..

I wish the sellers would participate in the general forum's more...

[RollieVerde]

You can buy warranty cards in bulk online, and the key here is a "valid" card. The warranty states, "The warranty card must be completed and dated by your Official Rolex Jeweler at the time of purchase." Completed means the name of the purchaser.

If you did not have this done by the Jeweler but instead by the "seller," they have no legal obligation to give you warranty work. There is also nothing in the warranty statement that says it is transferable. I think (correct me if I'm wrong) but no warranties are transferable from the original purchaser unless it says so. There seems to be the idea than a warranty is transferable unless it says otherwise, and that would certainly be a new one on me. Rolex has been very lax for a long time about this stuff, usually doing warranty work if the watch is authentic and not stolen. I think that's going to change, especially with the new warranty cards. The scannable card is fairly new, as near as I can tell.

Every Rolex sold by an AD gets registered with Rolex, and they know who purchased it. If you go in and claim the right to a transferable warranty when the AD where the watch was originally purchased can either confirm or deny who the watch was sold to, you could be denied. Again, if you didn't buy the watch from an AD, that means you purchased it from someone else. They are completely within their rights to request a proof of purchase, especially if they check the watch and there is a question about the validity of the warranty card.

[Chadridv]

Originally Posted by azguy

They are to busy selling watches and putting up ads to help out the people that actually buy watches..

what do you mean by people the "actually" buy watches?

[Chadridv]

Originally Posted by RollieVerde

Again, if you didn't buy the watch from an AD, that means you purchased it from someone else. They are completely within their rights to request a proof of purchase, especially if they check the watch and there is a question about the validity of the warranty card.

I tend to agree with this assessment, however in this case the OP was told the watch requires a bill of sale so the watch is no longer under warranty. Sounds like they're not even willing to give the OP the opportunity to show a receipt or bill of sale. The implication here is that the watch is flagged as having an invalid warranty.

Which begs the repeat question to the OP, did you ask RSC if you can produce a bill of sale to reinstate the warranty?

[Mezz72]

frankly when I think about the implication of all these, it makes no cow sense.
easily because if it's true no one will buy fr grey n u can also forget about selling your watches because resale market will collapse. left standing are only AD which will die too because if the resale is $0, why the hell I wanna buy a rolex?!

so, you still think rolex will void all warranty if u r not the original owner?

[Pimpsy]

Just for the record, I've been to RSC in NY twice and had a nice experience each time. I was not asked for paperwork either time and work was performed while I waited.

[Joe.King]

I guess I have some issues with what is stated or implied with the warranty. Does it state the warranty is not transferrable? Does it state it isn't? I do not know what is required or not required in the actual warranty statement

When I talked with more than a few "trusted sellers" specifically about the Rolex warranty I was told in all cases that it was covered under the Rolex factory warranty. Card stamped by an AD and dated day of purchase. Are these guys saying that to misinform and only care about selling more watches? I genuinely hope that is not the case.

[SMD]

Originally Posted by RollieVerde

There is also nothing in the warranty statement that says it is transferable. I think (correct me if I'm wrong) but no warranties are transferable from the original purchaser unless it says so. There seems to be the idea than a warranty is transferable unless it says otherwise, and that would certainly be a new one on me.

You are wrong. If Rolex wants to limit the warranty to the original purchaser, this must be clearly stated and the warranty must be called a "Limited Warranty." This is governed by federal law.

[gerrya]

I think the big problem is walking into RSC with no name on the card, why not write it in there before going there? I bet if we took a pole of people that bought from trusted sellers on here and went to RSC, I bet 90% had no issues.

[RollieVerde]

Originally Posted by SMD

You are wrong. If Rolex wants to limit the warranty to the original purchaser, this must be clearly stated and the warranty must be called a "Limited Warranty." This is governed by federal law.

So you're saying that, by law, all warranties are fully transferable to an infinite number of owners for the duration of the warranty (started with the original purchase) unless it is stated otherwise? If so, that's certainly news to me.

And you're saying that when the warranty card has to be filled out in full at time of purchase (which includes Name of Purchaser) that information means nothing? I think they could make a very strong case that the watch has to come from a dealer, and the name of the purchaser is clearly part of the warranty. That information is required in the terms, as clearly stated in the book.

[SMD]

Originally Posted by RollieVerde

So you're saying that, by law, all warranties are fully transferable to an infinite number of owners for the duration of the warranty (started with the original purchase) unless it is stated otherwise? If so, that's certainly news to me.



And you're saying that when the warranty card has to be filled out in full at time of purchase (which includes Name of Purchaser) that information means nothing? I think they could make a very strong case that the watch has to come from a dealer, and the name of the purchaser is clearly part of the warranty. That information is required in the terms, as clearly stated in the book.

Warranty card filled out in full means what it says. How does that prevent a subsequent purchaser for value from meeting the requirements? Original purchaser bought from an AD, their name is on the card. That person can sell the watch and the warranty goes with the watch. All consistent with the terms of the warranty. You can believe what you want, but if a warranty is only good to the first purchaser, this must be explicit.

FTC makes it crystal clear on its website that you must make it clear when coverage ends. And if coverage ends when the first purchaser transfers the product, this must be stated. Read their guidance on the Magnuson-Moss Act.

[SMD]

"If your warranty contains a provision that restricts who has rights under the warranty, you must include a statement explaining specifically who is covered. For example, if your limited warranty is valid only for the first purchaser, your warranty must state that. Note that this applies only to limited warranties. A full warranty must cover anyone who owns the product during the period of coverage,..."

https://www.ftc.gov/tips-advice/busi...#Magnuson-Moss