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superformance · 27 March 2015, 12:33 AM

Hi folks,
Anyone of you knows how to contact / email of Rolex Geneva's Consumer Department? RSC Manila refused service on my GMT 16700 because they said it is in stolen watch list. I'm the original owner, bought it brand new in 1996 in one of the AD's here, Washington Watch Co. The GMT never set foot in any RSC since new until 2009 when I took it for a new bracelet in RSC London. RSC Manila told that it was on the hot list prior to 2009! I brought the watch last week to RSC Manila for servicing and was told the following day that the serial popped up. After one week, just today I was told they can't service it. They even refused to give me a proper detailed written report about the refused service!

warm regards to all! Thanks in advance :)

ajg1960 · 27 March 2015, 12:34 AM

this should be good

MonBK · 27 March 2015, 12:35 AM

Did they keep it?

The Joker · 27 March 2015, 12:35 AM

Have you got the watch or have they kept it?

Danny83 · 27 March 2015, 12:39 AM

It sounds like somebody used the serial number to file an insurance claim. It happened to my friend before they would not touch it no matter what.

superformance · 27 March 2015, 12:45 AM

They gave it back to me.

superformance · 27 March 2015, 12:50 AM

Strange thing that RSC Manila claims that the alert was BEFORE 2009, the year I brought it in RSC London. I should have problem right there and then but none! So, their database is unrealiable??

MonBK · 27 March 2015, 12:54 AM

They are supposed to keep the watch and not give it back to the "thief".

I suggest you write them a letter as they won't accept e-mails.

REFZ · 27 March 2015, 01:26 AM

Wow, it's really strange that the serial was reported as stolen before you even bought it at the AD.
Write them an old fashioned letter and explain them how you bought it new at an AD and include a copy of the invoice of the AD.

Psmith · 27 March 2015, 01:54 AM

Hopefully you and the AD you bought the watch from have all of the paperwork, etc. to verify ownership.

superformance · 27 March 2015, 01:56 AM

Yes, I will send them a formal letter soon. Unfortunately, I've thrown away the receipt as it contains no serial or my name in it. Just "cash" sale with Rolex watch as description...Mystery to it. my guarantee papers say 405 country code which is correct for the Philippines but my inquiry with RSC UK just now replied that Rolex France reported it stolen !!!

watchwatcher · 27 March 2015, 02:14 AM

That's odd...hope you get this sorted out ASAP.

HogwldFLTR · 27 March 2015, 03:29 AM

Quote:

Originally Posted by superformance

Hi folks,
Anyone of you knows how to contact / email of Rolex Geneva's Consumer Department? RSC Manila refused service on my GMT 16700 because they said it is in stolen watch list. I'm the original owner, bought it brand new in 1996 in one of the AD's here, Washington Watch Co. The GMT never set foot in any RSC since new until 2009 when I took it for a new bracelet in RSC London. RSC Manila told that it was on the hot list prior to 2009! I brought the watch last week to RSC Manila for servicing and was told the following day that the serial popped up. After one week, just today I was told they can't service it. They even refused to give me a proper detailed written report about the refused service!

warm regards to all! Thanks in advance :)

If you have original paperwork then I'd ask the help of RSC Manila in resolving the issue; they should be happy to help and not want to anger customers. They should have ready lines of communications with Geneve.

brandrea · 27 March 2015, 03:32 AM

JB7 · 27 March 2015, 03:44 AM

why wouldn't they try to hold on to it, if it's supposedly stolen, did you ask them or did you not want to tempt fate incase they did hang on to it?

The Joker · 27 March 2015, 04:38 AM

Quote:

Originally Posted by superformance

Yes, I will send them a formal letter soon. Unfortunately, I've thrown away the receipt as it contains no serial or my name in it. Just "cash" sale with Rolex watch as description...Mystery to it. my guarantee papers say 405 country code which is correct for the Philippines but my inquiry with RSC UK just now replied that Rolex France reported it stolen !!!

You paid all cash at a AD. Not debit/credit card?

Suppose 96 was a while back, was cards not used that much then?

BLACKHORSE 6 · 27 March 2015, 04:53 AM

Hopefully the AD that you bought the watch from has kept the records of the sale and can provide the documentation needed.

T. Ferguson · 27 March 2015, 05:02 AM

Quote:

Originally Posted by REFZ

Wow, it's really strange that the serial was reported as stolen before you even bought it at the AD...

We don't know that. He bought the watch in 1996 and all he was told was that it was reported stolen sometime before 2009.

What is odd though is that if it was in their database prior to 2009 then why wasn't it flagged then when he brought it in to the London RSC for the bracelet change? Perhaps the RSC in the USA doesn't share info globally, but internationally I'd think they would otherwise the RSC in every country is maintaining their own database.

It's also odd that they gave it back.

james1787 · 27 March 2015, 05:27 AM

It sounds like you were lucky to get it back. I thought RSC will confiscate a watch if it shows up on the stolen database and that they will hold on to it until someone has proof it is theirs. I hope you get it worked out.

Psmith · 27 March 2015, 05:31 AM

Quote:

Originally Posted by superformance

Yes, I will send them a formal letter soon. Unfortunately, I've thrown away the receipt as it contains no serial or my name in it. Just "cash" sale with Rolex watch as description...Mystery to it. my guarantee papers say 405 country code which is correct for the Philippines but my inquiry with RSC UK just now replied that Rolex France reported it stolen !!!

1996 is quite a long time ago, but would the AD be able to verify the purchase in writing?

Ed Rooney · 27 March 2015, 06:15 AM

Your salesperson probably reported it stolen when you walked out the door.

77T · 27 March 2015, 06:52 AM

This is going to be a while unwinding the database error. As I understand it watch was sold to you and not in any "stolen" list until sometime before 2009. But when it went into RSC for first time to buy a new bracelet and have it fitted in 2009, there were no questions.

If I were writing the letter, I'd suggest to Rolex that the French RSC must have "fat fingered" the entry of a stolen watch and used you serial #.

Sent from my iPhone using Tapatalk

superformance · 27 March 2015, 08:30 AM

RSC Manila- They held my watch for 8 days. I would think the reason they gave it back to me is because there is no claimant / complainant.

@ The Joker- I paid in cash (Equivalent to USD 2,850) at that time. Only now that credit card purchase here became popular because of installment offers but one can get better discount if the payment would be in cash.

@ BlackHorse6- That's a good idea, Manila is such a small place. Everybody knows everybody and I'll find a way to talk to the owner of the AD as I dealt directly with him the night I bought the watch.

GradyPhilpott · 27 March 2015, 09:06 AM

Quote:

Originally Posted by The Joker

You paid all cash at a AD. Not debit/credit card?

Suppose 96 was a while back, was cards not used that much then?

I've paid cash for all four of my Rolex watches and yes, I walk in with whatever the balance is after I've made a down payment while the watch is on order or until I can get to the bank, as was the case for the Explorer, which was in stock, typically $3-5k.

engin33r · 29 March 2015, 07:03 PM

This whole thing is just crazy, this shows how bad their handling this case. Makes me think twice to send my watch to RSC

crowncollection · 29 March 2015, 07:27 PM

Write a letter good luck with this

AL7273 · 29 March 2015, 07:27 PM

Does anyone know much about this famed "Rolex Database"? If it was set up in the 70s it is probably coded with what, COBALT? It must be a legacy system of some kind...I just can't see them running Oracle or SAP or some other system.

Then the next question is what platform do the Individual countries run.

engin33r · 30 March 2015, 12:23 PM

Quote:

Originally Posted by AL7273

Does anyone know much about this famed "Rolex Database"? If it was set up in the 70s it is probably coded with what, COBALT? It must be a legacy system of some kind...I just can't see them running Oracle or SAP or some other system.

Then the next question is what platform do the Individual countries run.

Old system like that tend to be more robust and simpler. However, IMO the problem is the people, their policy and bureaucracy. What's more crazy the OP bought his watch from AD. I never thought such thing can happen.

superformance · 17 April 2015, 02:24 AM

Sent a formal letter to Rolex CEO in Geneva last Monday. Fedex tracking confirmed it was delivered and received yesterday...We'll see how they will respond!

kilyung · 17 April 2015, 02:53 AM

I'd be very interested to see the response when you get it. Scan it up!

27 March 2015, 12:33 AM	#1
superformance "TRF" Member Join Date: Dec 2008 Real Name: Solomon Location: Islas de Filipina Watch: 16=55/65/80s Posts: 110	Help! How to get thru Rolex HQ in Geneva Hi folks, Anyone of you knows how to contact / email of Rolex Geneva's Consumer Department? RSC Manila refused service on my GMT 16700 because they said it is in stolen watch list. I'm the original owner, bought it brand new in 1996 in one of the AD's here, Washington Watch Co. The GMT never set foot in any RSC since new until 2009 when I took it for a new bracelet in RSC London. RSC Manila told that it was on the hot list prior to 2009! I brought the watch last week to RSC Manila for servicing and was told the following day that the serial popped up. After one week, just today I was told they can't service it. They even refused to give me a proper detailed written report about the refused service! warm regards to all! Thanks in advance :)

27 March 2015, 01:26 AM	#9
REFZ "TRF" Member Join Date: Dec 2012 Real Name: Martin Location: Netherlands Watch: The Rolex Way Posts: 1,471	Wow, it's really strange that the serial was reported as stolen before you even bought it at the AD. Write them an old fashioned letter and explain them how you bought it new at an AD and include a copy of the invoice of the AD. __________________ 114060 - 116520 - 126334

27 March 2015, 01:54 AM	#10
Psmith "TRF" Member Join Date: Sep 2008 Real Name: Clive Location: Exoplanet Watch: spring-driven Posts: 38,856	Hopefully you and the AD you bought the watch from have all of the paperwork, etc. to verify ownership. __________________

27 March 2015, 06:52 AM	#22
77T 2025 TitaniumYM Pledge Member Join Date: Dec 2010 Real Name: PaulG Location: Georgia Posts: 42,477	This is going to be a while unwinding the database error. As I understand it watch was sold to you and not in any "stolen" list until sometime before 2009. But when it went into RSC for first time to buy a new bracelet and have it fitted in 2009, there were no questions. If I were writing the letter, I'd suggest to Rolex that the French RSC must have "fat fingered" the entry of a stolen watch and used you serial #. Sent from my iPhone using Tapatalk __________________ Does anyone really know what time it is?

29 March 2015, 07:27 PM	#26
crowncollection "TRF" Member Join Date: Jan 2011 Real Name: David Location: australia Posts: 20,247	Write a letter good luck with this __________________ watches many

27 March 2015, 12:34 AM	#2
ajg1960 "TRF" Member Join Date: Apr 2013 Real Name: Andy Location: New Jersey USA Watch: DJ / ND Sub Posts: 292	this should be good

27 March 2015, 12:35 AM	#3
MonBK Banned Join Date: Nov 2010 Location: Kingstown Posts: 58,277	Did they keep it?

27 March 2015, 12:35 AM	#4
The Joker "TRF" Member Join Date: Sep 2010 Location: Gotham Posts: 9,641	Have you got the watch or have they kept it?

27 March 2015, 12:39 AM	#5
Danny83 2025 Pledge Member Join Date: Sep 2013 Real Name: Danny Location: Bay Area CA Watch: Yellow Gold Posts: 20,325	It sounds like somebody used the serial number to file an insurance claim. It happened to my friend before they would not touch it no matter what.

27 March 2015, 12:45 AM	#6
superformance "TRF" Member Join Date: Dec 2008 Real Name: Solomon Location: Islas de Filipina Watch: 16=55/65/80s Posts: 110	They gave it back to me.

27 March 2015, 12:50 AM	#7
superformance "TRF" Member Join Date: Dec 2008 Real Name: Solomon Location: Islas de Filipina Watch: 16=55/65/80s Posts: 110	Strange thing that RSC Manila claims that the alert was BEFORE 2009, the year I brought it in RSC London. I should have problem right there and then but none! So, their database is unrealiable??

27 March 2015, 12:54 AM	#8
MonBK Banned Join Date: Nov 2010 Location: Kingstown Posts: 58,277	They are supposed to keep the watch and not give it back to the "thief". I suggest you write them a letter as they won't accept e-mails.

27 March 2015, 01:56 AM	#11
superformance "TRF" Member Join Date: Dec 2008 Real Name: Solomon Location: Islas de Filipina Watch: 16=55/65/80s Posts: 110	Yes, I will send them a formal letter soon. Unfortunately, I've thrown away the receipt as it contains no serial or my name in it. Just "cash" sale with Rolex watch as description...Mystery to it. my guarantee papers say 405 country code which is correct for the Philippines but my inquiry with RSC UK just now replied that Rolex France reported it stolen !!!

27 March 2015, 02:14 AM	#12
watchwatcher "TRF" Member Join Date: Jan 2009 Real Name: Larry Location: Kentucky Watch: Yes Posts: 35,196	That's odd...hope you get this sorted out ASAP.

27 March 2015, 03:32 AM	#14
brandrea 2025 TitaniumYM Pledge Member Join Date: Jul 2013 Real Name: Brian (TBone) Location: canada Watch: es make me smile Posts: 79,619

27 March 2015, 03:44 AM	#15
JB7 "TRF" Member Join Date: Nov 2012 Location: London Posts: 221	why wouldn't they try to hold on to it, if it's supposedly stolen, did you ask them or did you not want to tempt fate incase they did hang on to it?

27 March 2015, 04:53 AM	#17
BLACKHORSE 6 "TRF" Member Join Date: May 2013 Real Name: Dave Location: USA Watch: Rolex SS Daytona Posts: 2,702	Hopefully the AD that you bought the watch from has kept the records of the sale and can provide the documentation needed.

27 March 2015, 05:27 AM	#19
james1787 "TRF" Member Join Date: Aug 2012 Real Name: James Location: New Providence,NJ Watch: Submariner 14060 Posts: 2,371	It sounds like you were lucky to get it back. I thought RSC will confiscate a watch if it shows up on the stolen database and that they will hold on to it until someone has proof it is theirs. I hope you get it worked out.

27 March 2015, 06:15 AM	#21
Ed Rooney "TRF" Member Join Date: Aug 2007 Location: Annapolis, MD Watch: Sea-Dweller 16600 Posts: 5,081	Your salesperson probably reported it stolen when you walked out the door.

27 March 2015, 08:30 AM	#23
superformance "TRF" Member Join Date: Dec 2008 Real Name: Solomon Location: Islas de Filipina Watch: 16=55/65/80s Posts: 110	RSC Manila- They held my watch for 8 days. I would think the reason they gave it back to me is because there is no claimant / complainant. @ The Joker- I paid in cash (Equivalent to USD 2,850) at that time. Only now that credit card purchase here became popular because of installment offers but one can get better discount if the payment would be in cash. @ BlackHorse6- That's a good idea, Manila is such a small place. Everybody knows everybody and I'll find a way to talk to the owner of the AD as I dealt directly with him the night I bought the watch.

29 March 2015, 07:03 PM	#25
engin33r "TRF" Member Join Date: Dec 2014 Real Name: Andy Location: GMT +7 Watch: Sub, Daytona, DD2 Posts: 742	This whole thing is just crazy, this shows how bad their handling this case. Makes me think twice to send my watch to RSC

29 March 2015, 07:27 PM	#27
AL7273 Banned Join Date: Jun 2008 Location: UAE Posts: 195	Does anyone know much about this famed "Rolex Database"? If it was set up in the 70s it is probably coded with what, COBALT? It must be a legacy system of some kind...I just can't see them running Oracle or SAP or some other system. Then the next question is what platform do the Individual countries run.

17 April 2015, 02:24 AM	#29
superformance "TRF" Member Join Date: Dec 2008 Real Name: Solomon Location: Islas de Filipina Watch: 16=55/65/80s Posts: 110	Sent a formal letter to Rolex CEO in Geneva last Monday. Fedex tracking confirmed it was delivered and received yesterday...We'll see how they will respond!

17 April 2015, 02:53 AM	#30
kilyung "TRF" Member Join Date: Jul 2009 Location: Cave Watch: Sundial Posts: 33,950	I'd be very interested to see the response when you get it. Scan it up!

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