NO overhaul, NO Bezel Insert! Right or Wrong?

[duker66]

Hello Folks-

True story: I took my Rolex Tudor Sub in to the local AD to have the bezel insert replaced. After listening to my request, the young lady took my rolex back to the watchmaker. After about 5-10 minutes, she returned with my watch and said the watchmaker says the watch is due for an overhaul (from performance on a time machine of sorts). I told her that of all the Rolex watches that I have had and do own, this Tudor Sub keeps the best time of them all. When that starts to change, I will definetly have the overhaul performed. But, for this visit, just the insert will do. She said, "Sorry, that without the overhaul, no insert will be changed." Wow. Is that the norm? I have traded at this jewelry store for many years, though never have I had this happen. Is this as unusual as I think it is?

[dddrees]

I think it's possible your watch may require a service, however I don't understand an ADs refusal to give you the insert you asked for.

Hopefully you have another AD close to you so you can try elsewhere.

[Dr. Robert]

I would think if they had the part, the AD would change the insert & keep the old one?????
But then again Rolex has some pretty tough rules & regulations.

[ecsub44]

Keep that old bezel insert in there!

[azguy]

Simply unacceptable who are they to tell you what you can and cannot do with your watch

[duker66]

Going to try another AD tomorrow, as suggested. Plenty thanks!

[FeelingTheBlues]

Good luck with the new AD, the attitude of this one is rather strange indeed...

[Linzjnr]

Rolex really seem to be tightening the noose when it comes to doing any aftersales service or repair, where will end?

[ayres]

hi all, not to highjack the thread, but i want to confirm official rolex policy on insert changes... (we have a rolex boutique here in honolulu, and they can recite the rolex bible quite well).

if you want a new insert, your bezel must be traded in to rolex, and then they deliver/install a new one. if an AD gives you a second insert without taking your original insert, they are doing so against rolex's wishes.

from their perspective, this is smart and sustainable, as it keeps their inventory from being depleted quickly. though, it sucks from the owner's standpoint.

[ayres]

double post

[moviefreak]

Just take the insert out and tell them you want a new one... It is that simple..

[broker]

Here in Brazil AD's don't have any parts, even inserts, but, the RSC can sell you any vanilla insert, no trade-in needed.

[Lion]

I have always thought that Rolexes operating procedures have always been a bit odd but that is how they operate here in the USA. From what I understand SOP are different depending on which country you are in. And also different AD's within the USA operate differently. But I can relate that 3 years ago when I wanted to pick up an extra Pepsi bezel insert for my GMT I was told by my AD that they could order one but I would have to relinquish the older one as part of the sale agreement.....I did end up buying a spare Pepsi insert but not through the AD I frequent it was done through a friend who is a watchmaker and works on Rolexes for an AD out of state!!!

[duker66]

Going to try another AD tomorrow. Will take my anniversary sub in to see if they will sell me a black insert without reliquishing the green one.

[handsfull]

Originally Posted by moviefreak

Just take the insert out and tell them you want a new one... It is that simple..

+1 on that idea.....Although it's sad, bordering on criminal, that one has to go out of their way to keep what you initially paid for (the original insert). Serious BS.

A dealer telling me they won't exchange a bezel insert without a service = Laughing (Out Loud) in front of them while shaking my head.....and then posting the name of the dealership and my experience on the net for their silliness

[nch209]

They are getting very tight on parts. My Ad is worthless for parts---- I'll simply source from overseas friends and pay a premium rather that try to beg for basic parts locally!!! Pretty sad- it wasn't like this just several years ago...

[dysondiver]

interesting thought , id be a pop the old insert out and get a new one ,,,,, but ,,,, will a new insert be the same price without the old one to ''exchange'' , its a thought though. if its the same price , then they put no value on the trade. or , wont they sell you a new one without a trade.

[r0lexguy]

Doesn't sound right. Time to visit another AD?

[Rikki]

When you order an insert from Rolex as I do often I need the model and serial number of the watch without which I will not get an insert. I generally keep the old parts as a core charge because it's a pain in the ass to keep track of hundreds of parts so I don't. Rikki

[duker66]

Originally Posted by handsfull

+1 on that idea.....Although it's sad, bordering on criminal, that one has to go out of their way to keep what you initially paid for (the original insert). Serious BS.

A dealer telling me they won't exchange a bezel insert without a service = Laughing (Out Loud) in front of them while shaking my head.....and then posting the name of the dealership and my experience on the net for their silliness

The thought of posting the name of the AD here did cross my mind, but I don't want to offend a member who might be affiliated with them. I will say that they are located in the Woodlands, Tx.

[duker66]

Originally Posted by duker66

Going to try another AD tomorrow. Will take my anniversary sub in to see if they will sell me a black insert without reliquishing the green one.

Ok. I went to another AD to see about getting new inserts for both my Tudor Sub and my green Anniversary Sub. No problem ordering a new Tudor sub insert, and NO overhaul required. The guy just laughed. The other AD won't get any more of my business. I also asked about purchasing a "spare" green insert for my 16610V. Not going to happen. They gave me 2 options: 1) send my 16610V in to the RSC for a green insert "replacement", ie the old green insert would be relinquished, or 2) buy a black 16610 insert and they will "swap" them and give me the old green insert back. They don't want any extra green inserts on the market. Very controlling those folks at Rolex.

[duker66]

Originally Posted by dysondiver

interesting thought , id be a pop the old insert out and get a new one ,,,,, but ,,,, will a new insert be the same price without the old one to ''exchange'' , its a thought though. if its the same price , then they put no value on the trade. or , wont they sell you a new one without a trade.

Price quoted was $95 for a black 16610 insert, and $150 for a green 16610V insert but old green insert must be relinquished to the RSC. No AD's are permitted to replace the 16610V insert.

[mhaedo]

This is one of the many reasons I will never buy from an AD. My last trip to Govberg Jewelers in Philadelphia I attempted to purchase a click spring for my y serial sub. I lost the spring when cleaning out the bezel. The salesperson was outright rude and condescending. She told me the watch had to be sent to RSC to have work of any kind performed. When I tried to explain that it was simply a click spring, she commented "What are you a watchmaker or something?" I said no, and she then began to tell me I had no business trying to perform a simple repair on my own watch. I'm quite sure she had no idea what a click spring was. This was not my first negative experience at this AD.

[dddrees]

Originally Posted by duker66

Ok. I went to another AD to see about getting new inserts for both my Tudor Sub and my green Anniversary Sub. No problem ordering a new Tudor sub insert, and NO overhaul required. The guy just laughed. The other AD won't get any more of my business. I also asked about purchasing a "spare" green insert for my 16610V. Not going to happen. They gave me 2 options: 1) send my 16610V in to the RSC for a green insert "replacement", ie the old green insert would be relinquished, or 2) buy a black 16610 insert and they will "swap" them and give me the old green insert back. They don't want any extra green inserts on the market. Very controlling those folks at Rolex.

Glad to hear you were able to find the part you needed.

Rolex tightly controls their parts. But then again they charged a premium for the Sub Lv. I know their motives maybe diffferent but in a way they are doing there part to ensure we didn't pay that little extra for nothing.

[troyus]

My AD wont polish mine without a full service.
They say its because people were nt following the proper service time frames, just getting cosmetic things done and therefore not looking after the watch.

[MoBe]

Originally Posted by mhaedo

This is one of the many reasons I will never buy from an AD. My last trip to Govberg Jewelers in Philadelphia I attempted to purchase a click spring for my y serial sub. I lost the spring when cleaning out the bezel. The salesperson was outright rude and condescending. She told me the watch had to be sent to RSC to have work of any kind performed. When I tried to explain that it was simply a click spring, she commented "What are you a watchmaker or something?" I said no, and she then began to tell me I had no business trying to perform a simple repair on my own watch. I'm quite sure she had no idea what a click spring was. This was not my first negative experience at this AD.

Where do these salespeople go to learn to talk stupid like that,is there a special training program somewhere?

This is almost too stupid to believe.

A friend of mine has had similar issues with a local AD when he asked for service and as a result he will no longer do business with that particular AD for any reason even though the shop is only five minutes from his home.Now he drives downtown where he can deal with an AD that understands the meaning of customer service.I guess some AD`s just don`t get it and literally throw away money that their customers would be happy to spend if they could get some respect.

[venton]

Not good that they didn't change the insert.
But I am pleased to learn from this thread that Rolex control the supply of inserts and don't sell them to anyone without a relinquish.... because people would hoard them and there would be none left when we need them for real in the future.

[duker66]

Originally Posted by dddrees

Glad to hear you were able to find the part you needed.

Rolex tightly controls their parts. But then again they charged a premium for the Sub Lv. I know their motives maybe diffferent but in a way they are doing there part to ensure we didn't pay that little extra for nothing.

Completely agree! Most things in life worth keeping don't come easy or cheap.

[duker66]

Originally Posted by mhaedo

This is one of the many reasons I will never buy from an AD. My last trip to Govberg Jewelers in Philadelphia I attempted to purchase a click spring for my y serial sub. I lost the spring when cleaning out the bezel. The salesperson was outright rude and condescending. She told me the watch had to be sent to RSC to have work of any kind performed. When I tried to explain that it was simply a click spring, she commented "What are you a watchmaker or something?" I said no, and she then began to tell me I had no business trying to perform a simple repair on my own watch. I'm quite sure she had no idea what a click spring was. This was not my first negative experience at this AD.

I bit my tongue when the AD salesman said a pressure test must be performed when a bezel is removed for a new insert. When the new insert arrives I'll challenge that. Those guys crack me up.

[duker66]

Originally Posted by troyus

My AD wont polish mine without a full service.
They say its because people were nt following the proper service time frames, just getting cosmetic things done and therefore not looking after the watch.

I suppose it is their right to refuse busIness. Doesn't make good economic or practical sense. From the AD salesman's comments yesterday, every other Rolex owner who comes thru the doors has no idea how to properly care for his/her Rolex. So, he assumes right away you are one of them.